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Compensation and refunds

We do everything we can to make your trip as pleasant as possible. However, if despite our efforts you were unable to use one of our services, you may be entitled to compensation.

On this page:


Refund for overbooking, cancellation or delay

To refund your incurred costs, we will provide compensation in the following cases:

• Your flight was overbooked.
• Your flight was cancelled.
• Your flight was delayed for more than two hours.

For more information and the conditions for compensation and assistance you can download the PDF brochure "Compensation and assistance". (PDF, 126kb)

To apply for a refund, please contact us.

Refund for seat with extra legroom

If you have reserved a seat with extra legroom, or a seat in a row with only 2 seats, we will refund the costs in the following cases:

• Your flight has been cancelled.
• The type of aircraft or the seat layout for your flight was changed.
• You missed your intercontinental KLM flight following an earlier flight operated by KLM, Northwest Airlines, Air France or Kenya Airways
• The seat for which you paid was defective.

To apply for a refund, please fill in our refund form.

Refund for pre-purchased extra baggage

You are entitled to a refund of the pre-purchased extra baggage (with or without a discount) in the following cases:

• You were re-booked onto a flight not operated by KLM.
• Your baggage is lost (not just delayed).

To apply for a refund, please fill in our refund form.

Refund for upgrades to World Business Class

If you have purchased an upgrade to World Business Class, you are entitled to a refund in the following cases:

• Your flight was cancelled.
• There was a change in the type of aircraft or the seat layout of your flight.
• You missed your intercontinental KLM flight following an earlier flight operated by AIR FRANCE, KLM, Northwest Airlines or Kenya Airways.
• The seat for which you paid was defective.
• You were assigned a seat in Economy Class.

If you purchased your upgrade online, you can apply for a refund by filling in our refund form.
If you purchased your upgrade at the airport or on board, please contact us.

Who are exempted from paying the Philippine Travel Tax?

  1. Foreign nationals/Non-immigrant aliens (adult, child and infants) who have not stayed in the Philippines for more than a year

    To qualify for the exemption, passengers should send the following to the Air France KLM ticket counter via fax  (+63 2 886 7549) or e-mail (reservations.philippines@klm.com) within 24 hours after booking.

    - A photocopy of the passport - the identification page with photo, passport number and 
      signature
     -Passport page showing the stamp of latest arrival in the Philippines

  2. Infants  (aged 0-23 months) who hold foreign passports and who have stayed in the Philippines for more than a year.

    - A Travel Tax Exemption Certificate (TEC) has to be obtained from the Department of Tourism
      and submitted to the Air France KLM ticket office.

  3. Infants (aged 0-23 months) holding Philippine passports 

    - A Travel Tax Exemption Certificate (TEC) has to be obtained from the Department of Tourism
      and submitted to the Air France KLM ticket office.

  4. Filipino Overseas Contract Workers (OCWs) with approved employment contracts and duly certified by the Ministry of Labor and Employment 

    - An Overseas Employment Certificate (OEC) has to be obtained from the Philippine Overseas 
      Employment Administration (POEA)and submitted to the Air France KLM ticket office.

  5. Philippine passport holders who are resident aliens of another country and who have not stayed in the Philippines for more than a year. 

    - A Travel Tax Exemption Certificate (TEC) has to be obtained from the Department of Tourism
      and submitted to the Air France KLM ticket office.

Who are entitled to the reduced Travel Tax?

  1. Children (ages 2-11 years old) holding foreign passports who have stayed in the Philippines for more than a year 

    - A Reduced Travel Tax Certificate (RTTC) has to be obtained from the Department of Tourism 
      and submitted to the Air France KLM ticket office.

  2. Children (ages 2-11 years old) holding Philippine passports 

    - A Reduced Travel Tax Certificate (RTTC) has to be obtained from the Department of Tourism
      and submitted to the Air France KLM ticket office.

  3. Dependents of Filipino OCWs 

     - A Reduced Travel Tax Certificate (RTTC) has to be obtained from the Department of Tourism
       and submitted to the Air France KLM ticket office.