KLM WiFi Voucher Terms and Conditions

In addition to the General Terms and Conditions of Sales of KLM, the following KLM WiFi Voucher Terms and Conditions (below Q and A) apply to the WiFi Vouchers issued by KLM N.V. By purchasing a WiFi Voucher, you accept the applicability of these specific product conditions, hereafter called the WiFi Voucher Terms and Conditions.

WiFi on board your KLM aircraft

Which KLM aircraft are equipped with WiFi?

All new KLM Boeing 787-9 Dreamliners are equipped with an internal network (the "KLM Portal") and an internet connection.

How do I connect with the KLM Portal?

On board the aircraft, you can connect to the internal network Onboard using a wireless device (laptop, tablet or smartphone) equipped with WiFi options. This network is similar to a public WiFi hotspot. The KLM Portal will load automatically when you open your internet browser or by typing in "onboard.klm.com" in the browser.

What will I find on the KLM Portal?

On the KLM Portal, you will find diverse content offered by KLM. This content is property of KLM. Use of the KLM Portal is free of charge.

Who provides the internet connection?

The internet connection is provided by Panasonic, KLM’s Internet Service Provider (ISP). Panasonic is responsible for the functioning of the internet connection during the flight.

What do I need to connect to the internet?

If you wish to connect to the internet, you can purchase a WiFi Voucher on the KLM Portal. Every WiFi Voucher contains a unique code consisting of 8 characters (the "WiFi Voucher Code"). With this WiFi Voucher Code, you can activate the Panasonic internet connection by creating a Panasonic account (the "Panasonic Account").

WiFi Voucher

How do I purchase a WiFi Voucher?

The WiFi Voucher can be acquired through the KLM Portal and the relevant KLM sales pages. When you purchase a WiFi Voucher, the WiFi Voucher Code is added to your booking so you can find it easily at a later time. Hence, you are asked for your booking code or ticket number and your family name (and, if multiple people are listed in the same booking, you also need to choose a remittee) when you purchase a WiFi Voucher.

Can I purchase a WiFi Voucher for someone else who is listed in my booking?

Yes, if one or more persons are listed in your booking with the same family name as yours, you can (also) purchase a WiFi Voucher for this/these person(s) by selecting one of them as remittee.

Will I receive a purchase confirmation for my WiFi Voucher?

Yes, KLM will send you a purchase confirmation for your WiFi Voucher to the e-mail address you provide during the transaction process.

Where can I find my purchased WiFi Voucher with the WiFi Voucher Code?

On the KLM Portal, you can always log in with your booking code, ticket number, Flying Blue or KLM Account by clicking "Log in" in the top menu. Here, you can also find your WiFi Voucher Code.

Where can I find my booking code or ticket number?

Your booking code or ticket number can be found in your booking confirmation e-mail or on your boarding pass

Can I cancel the purchase of my WiFi Voucher?

No, in contravention of the General Terms and Conditions, you waive your right to cancel when you purchase a WiFi Voucher.

What types of WiFi Vouchers are there?

There are various types of WiFi Vouchers available, each targeted to a specific use. The WiFi Vouchers are configured using two characteristics, namely, the size of the data bundle in MBs, and the stipulated period of use, within which the data bundle is to be used.

On which flights is my WiFi Voucher valid?

Your WiFi Voucher is valid and can be used for the stipulated period of time on the flight(s) operated by KLM or AIR FRANCE – with an internet connection – as listed in your booking, for which this WiFi Voucher was purchased.

How do I activate my WiFi Voucher?

You can activate your WiFi Voucher through the KLM Portal and the relevant Panasonic activation pages, on which you must create a Panasonic Account.

What does the activation process of my WiFi Voucher look like?

The activation process for the WiFi Voucher consists of the following steps:

  1. Enter your WiFi Voucher Code and confirm the previously entered WiFi Voucher Code.
  2. Create a Panasonic Account by entering an e-mail address and password, and accepting the Panasonic Terms and Conditions applicable to the use of Panasonic internet (including the Panasonic Terms of Service, the Panasonic Terms of Use, and the Panasonic Privacy Policy)

    or

    if you have already created a Panasonic Account during another flight operated by KLM, you can use this to log in directly;

  3. Your WiFi Voucher has been activated. You can now use the internet on board.

When does the stipulated period for the use of my WiFi Voucher take effect?

Your time starts as soon as the WiFi Voucher is activated on the Panasonic activation page.

Where can I view the remaining value of my WiFi Voucher?

The remaining number of MBs and the remaining time on the WiFi Voucher can be viewed on the last page of the Panasonic activation page. Keep this page open so you can keep an eye on the status of your WiFi Voucher.

I have only used part of my WiFi Voucher. Can I use the rest of it on another flight?

If you do not use the entire value of your WiFi Voucher during the flight, it will expire 24 hours after the first activation. Any remaining value on your WiFi Voucher can be used on another flight operated by KLM – with an internet connection – as listed in your booking, under which you originally purchased your WiFi Voucher, providing that the stipulated time limit has not yet expired.

Is my WiFi Voucher transferrable?

It is not permitted to transfer the WiFi Vouchers in any way or use them for commercial purposes and/or purposes other than those for which they are issued.

Can I use my WiFi Voucher Code on multiple devices?

A WiFi Voucher Code can only be used on one of your devices at the same time and is active on the last device on which the WiFi Voucher Code was activated. Once you activate your WiFi Voucher under a certain Panasonic Account, the WiFi Voucher Code of the WiFi Voucher is linked to that specific Panasonic Account.

Can the use of the WiFi voucher be denied?

It is not permitted to change the WiFi Vouchers or their functioning, to falsify them, or to undermine or otherwise affect them (including hacking). In addition, it is not permitted to transfer WiFi Vouchers in any way or to use them for commercial purposes and/or purposes other than those for which they are issued. Every (attempt at) fraud or other prohibited action will be registered and, consequently, the use of the WiFi Voucher will be denied.

Panasonic Account

Why do I need to create a Panasonic Account?

You need to create a Panasonic Account, as Panasonic provides the internet connection to you ("Service"). With a Panasonic Account, you can activate your WiFi Voucher with the WiFi Voucher Code and view the remaining MBs and time on your WiFi Voucher.

How do I create a Panasonic Account?

You can easily create a Panasonic Account by entering an e-mail address and password, and accepting the Panasonic Terms and Conditions applicable to the use of Panasonic internet (including the Panasonic Terms of Service, the Panasonic Terms of Use, and the Panasonic Privacy Policy).

Will I receive a confirmation once I have created a Panasonic Account?

As soon as you create a Panasonic Account for using the internet on flights operated by KLM, you will receive a confirmation e-mail from Panasonic.

Can my Panasonic Account be used for all airlines offering Panasonic internet on board their flights?

No, the Panasonic Account you create during the flight operated by KLM cannot be used on flights operated by other airlines.

Internet connection

When is connection to the KLM Portal and the internet possible?

Connection to the KLM Portal and the internet is possible shortly after the aircraft has taken off and once it reaches an altitude of over 10,000 feet. The internet connection will be disabled again once the aircraft reaches an altitude of 10,000 feet or lower. During the flight, it is possible that the internet connection is temporarily unavailable or not available at all due to the status of the satellite connection or over certain regions or countries where restrictions apply (such as China).

Who is responsible for providing the internet connection during the flight?

The internet connection is provided by Panasonic. To use the internet, you must enter into a separate agreement (by creating a Panasonic Account) with Panasonic. KLM is in no way liable for the availability or speed of the internet connection during your flight.

How do I disconnect or pause my internet connection?

You can disconnect or pause your internet connection by clicking on "Log out" on the last page of the Panasonic activation pages.

How can I restore my internet connection after I have disconnected or paused it?

You can restore your internet connection by going through the activation process of the WiFi Voucher again.

Are there any limitations on the use of the internet?

The internet connection is provided by Panasonic. KLM has specific agreements with Panasonic regarding the available content. Content belonging to the following categories is actively blocked by Panasonic:

  • Adult Content/Pornography, Adult/Mature Content, Child Pornography, Nudity, Pornography
  • P2P – File sharing
  • Internet Telephony (VOIP/VC)
  • Software/Anti-Virus updates

For security reasons, the internet connection is automatically disconnected after 15 minutes without any interaction and after 6 hours of uninterrupted use. No warnings will appear.

Refunds of the WiFi Voucher

When do I have the right to a refund of my WiFi Voucher?

You have the right to a refund of the purchase price of your WiFi Voucher if:

  • Your specific flight is cancelled and you are rebooked to a flight operated by KLM that is not equipped with WiFi, or to a flight operated by another airline;
  • You cancel your flight yourself or change your flight to a flight that is not equipped with WiFi;
  • The internet connection on board your flight did not function after you had already purchased a WiFi Voucher for that flight.

How do I request a refund?

To request a refund, simply visit the dedicated page on the KLM website, www.klm.com/refund.

Privacy

How is my personal information protected?

The KLM Privacy Policy is applicable to the processing of your personal information by KLM or KLM’s subcontractors to the extent that it affects the sale of the WiFi voucher.

The Panasonic Privacy Policy is applicable to the processing of your personal information regarding the use of the internet.

Support and questions

Where can I find support or more detailed information about:


the KLM Portal

The KLM Portal is offered to you by KLM. If you have a question or a complaint about the Portal or the content thereon, you can contact KLM Customer Support

the purchase of my WiFi Voucher

KLM offers you the opportunity to purchase the WiFi Voucher. If you have a question or a complaint about payment for your WiFi Voucher, you can contact KLM Customer Support

the internet connection during my flight

The internet connection itself is provided by Panasonic. If you have a question or complaint about the internet connection during your flight, the cabin personnel has very limited resources to solve any problems with the internet connection. If, after your flight, you still have questions and/or complaints, please contact KLM Customer Support

about my Panasonic Account

If you have a question or complaint about the Panasonic account, please contact the Panasonic Customer Service as listed in the Panasonic Terms and Conditions, which are provided to you when you create your Panasonic Account.

KLM WiFi Voucher Terms and Conditions

Where can I consult the WiFi Voucher Terms and Conditions?

The WiFi voucher Terms and Conditions are provided when you purchase a WiFi voucher.

When are the WiFi Voucher Terms and Conditions applicable?

These WiFi Voucher Terms and Conditions are a supplement to the General Terms and Conditions of Sale. You agree to the application of these WiFi Voucher Terms and Conditions when you confirm the purchase of a WiFi Voucher on the KLM Portal.

Can the WiFi Voucher Terms and Conditions be revised?

These WiFi Voucher Terms and Conditions may be revised from time to time. We advise you to consult the WiFi Voucher Terms and Conditions before using your WiFi Voucher. If you continue to use the WiFi Vouchers after the changes have taken effect, you accept the revised WiFi Voucher Terms and Conditions.

Which legal system are these WiFi Voucher Terms and Conditions subject to?

Dutch law is applicable to these WiFi Voucher Terms and Conditions.