Compensation and refunds
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.
