Customer commitment

We will offer our lowest fares on www.klm.us. Our telephone reservation system, and airport ticket counters in the US will offer the lowest published fare for which you are eligible, and upon request, will identify money-saving alternative itineraries if your travel schedule is flexible.

We will provide full and timely information within 30 minutes if there are any changes in the status of known delays, cancellations, and diversions by:

It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will make every reasonable effort to return misplaced baggage within 15 or 30 hours of arrival for international itineraries in accordance with US Department of Transportation regulations.

We will compensate you for expenses as required by applicable international agreements for international itineraries. If we cannot locate your bag within the time frames set forth above, we (or another airline) will issue a refund for any fee charged to transport your significantly delayed or lost checked bag.

Please notify a KLM employee at the airport if you cannot locate your baggage. To check on the progress of your bag search, you cantrace your baggage onlineor contact us at 877-477-5134.

We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available. Unless otherwise stated, for travel governed by the Montreal Convention, liability for damages for delayed, lost or damaged baggage is limited to a maximum of 1,519 Special Drawing Rights per person.

For flights to or from the USA only: if you booked a flight on klm.us, you can apply for a refund within 24 hours after booking (together with any paid option purchased at that time).

We will provide prompt refunds for tickets, ancillary service fees, and baggage fees, when required, in the original form of payment (unless the passenger agrees to receive the refund in a different form of payment) pursuant to 14 CFR 260. If you are eligible for a refund, KLM will disclose your refund eligibility when you are offered any alternative transportation, travel credit, voucher, or other compensation in lieu of a refund. For purchases made with credit cards, we will process a refund within seven business days. For purchases made with credit cards, we will process a refund within seven business days. For purchases made with debit cards, cash, or check, we will issue a refund in twenty calendar days. Your credit card company or bank will handle the refund according to your credit card agreement. We will not retain a processing fee for issuing refunds that are due.

To request a refund on refundable tickets online, visit the "My Trip" section on www.klm.us. Requests for refunds of tickets purchased from a travel agent should be referred back to the agency for processing if the travel agent is the merchant of record.

If we offer a travel credit or voucher for any purpose, we will disclose any material restrictions, conditions, or limitations at the time of offering the credit or voucher.

For flights to, from, or within the USA, we offer restitution in the event of:

We may offer a refund to the original form of payment or provide a travel credit. The travel credit will be valid for 5 years and will be transferable.

Passengers with disabilities and other special needs

Accommodating the special needs of passengers with disabilities is a top priority for KLM. We offer a variety of special services to such passengers, including:

Upon notification to KLM by the passenger, and as otherwise described in the previous paragraph, we will offer a refund to passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability, where you are:

(1) an individual with a disability who is downgraded to a lower class of service that results in one or more accessibility features needed by you becoming unavailable;

(2) an individual with a disability who is scheduled to travel through one or more connecting airports different from the original itinerary; or

(3) an individual with a disability who is scheduled to travel on substitute aircraft on which one or more accessibility features needed by you are unavailable.

To ensure the high quality of these services and the protection of customer rights, we designate Complaint Resolution Officials (CROs) in all covered airports who are responsible for ensuring services are properly implemented for our customers with disabilities.

We will provide full and timely information regarding the status of a flight if there is a lengthy tarmac delay after you have boarded or after the plane has landed, and, if safety and security conditions allow, we will provide for your essential needs such as food, drinking water, operable lavatory facilities, and access to medical treatment. For further information, see KLM’sContingency Plan for Lengthy Tarmac Delays.

Because passengers with confirmed reservations on a flight frequently fail to show, Airlines are permitted by federal regulations to sell more tickets for travel than there are seats on the aircraft to reduce the number of empty seats on our flights. KLM will handle “bumped” passengers with fairness and consistency in the case of oversales. When a flight is expected to be oversold, our airport representatives will seek volunteers who are willing to give up their seats in exchange for either some form of financial compensation or a transportation credit voucher. Vouchers are valid for one (1) year from the date of issuance. If there are not enough volunteers, KLM may deny boarding involuntarily to passengers holding a confirmed booking in accordance with KLM’s established boarding priorities. KLM will rebook a passenger on to the next available KLM or SkyTeam Partner flight, if any, to the ticketed destination if the passenger is involuntarily denied boarding. If a KLM or SkyTeam Partner flight is not available, we will strive to provide comparable accommodations on another airline with which we have a ticketing agreement. Meals, hotel accommodations and other amenities will be offered when appropriate. Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.

Compensation for Involuntary Denied Boarding: If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation” from the airline unless:

(1) you have not fully complied with the airline’s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s usual rules and practices; or

(2) you are denied boarding because the flight is cancelled; or

(3) you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or

(4) on a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or

(5) you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund); or

(6) the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within 1 hour of the planned arrival time of your original flight.

Amount of Denied Boarding Compensation International Transportation: Passengers travelling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:

(1) No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than 1 hour after the planned arrival time of the passenger’s original flight;

(2) 200% of the fare to the passenger’s destination or first stopover, with a maximum of $1,075 (whichever is lower), if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than 1 hour but less than 4 hours after the planned arrival time of the passenger’s original flight; and

(3) 400% of the fare to the passenger’s destination or first stopover, with a maximum of $2,150 (whichever is lower), if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than 4 hours after the planned arrival time of the passenger’s original flight.

“Alternate Transportation” is air transportation with a confirmed booking at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.

We will provide you with your travel itinerary and timely and complete information about policies and procedures that affect your travel, including:

We will acknowledge receipt of written customer complaints within 30 days of their receipt and will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, go to "Contact us".

To mitigate inconveniences to you resulting from changes in your travel itinerary (cancellations and misconnects), we will: