Within the context, claims qualifying for a refund must fulfil all the requirements in accordance with the processing procedures detailed below. All claims must be sent by midnight (Hong Kong time) on the very day the KLM ticket is purchased.
KLM (and not the passenger submitting the claim) must be able to check the existence of the lower online published price at the time of claim and that the lower price does not exist on klm.com.hk.
Any other evidence submitted by the passenger will not be accepted (for example, via fax, phone, etc.). KLM reserves the right to request for acceptable evidence such as screenshot stating the fares available on another website(s) but fares shown as ‘from HKD XXXX’ will not be accepted, only the final confirmed fare will be acceptable evidence. The guarantee is valid only for lower prices found online for exactly the same flight, itinerary, and booking class (equivalent fare conditions), purchased on the same day as the original klm.com.hk online purchase. The compared tickets must have been purchased from a Hong Kong online point of sale and klm.com.hk. Moreover, the online lower fare from another website should be booked with the same billing address and have the same currency as the ticket purchased from klm.com.hk. The guarantee is only valid if the claim is made by the person mentioned on the ticket. The guarantee only applies for flights exclusively operated by KLM and for tickets with the outbound flight originating in Hong Kong.
Guarantee offer :
This guarantee applies only for fare difference of at least HKD100. There is no limit to the amount for a request. The fare to be compared includes all taxes, “surcharges” and service fees but excludes taxes or charges relative to credit cards.
A « Travel Credit Voucher » will be granted to the claimant corresponding to the price difference plus HKD 500, for a return ticket, fulfilling the requirements of the guarantee hereby described. In order to book a flight using the « Travel Credit Voucher », please contact KLM Reservation offices. The "Travel Credit Voucher" is valid for one year, from the date of issue for full or partial payment of a KLM ticket. No extension will be granted. It is unnecessary to present the « Travel Credit Voucher » to issue the ticket but it is important to keep the receipt when the booking is made. For any reason, the « Travel Credit Voucher » will not be replaced. Any « Travel Credit Vouchers» bought or sold in an auction will be liable to seizure or cancellation, and the trip will not be authorised. By using the « Travel Credit Voucher », individuals accept the general terms and conditions and agree to comply with its terms.
Submitting a claim :
A claim submittal web form is available on klm.com at Best Price Guarantee Claim form page. To submit this claim form, please fill in all required fields and click 'Submit.' Customer Service representative from KLM will contact you via e-mail. We reserve the right to deny any claims that cannot be reasonably verified, or for which you have provided incomplete information. All claims must be made by midnight (Hong Kong Time) on the same day the original klm.com ticket is purchased. Claims may not be made through any other KLM form or phone number.
Guarantee exceptions :
The Best Price Guarantee only applies to economy class fares available to the general public. The Best Price Guarantee is not available to following prices:
- Special fares (corporate discount fares, soldiers, Ethnic Students, Typological and other discount codes),
- Package fares - fares sold as part of a travel package (and customized flights),
- Fares where the carrier or itinerary details are unknown until after purchase and other discount fares,
- Corporate fares, meetings and conference fares, wholesaler fares and other discount fares,
- Price difference smaller than HKD 100.
Other conditions :
KLM reserves the right to terminate this offer at any time without notice.
Under no circumstances will KLM be liable for any expenses incurred following the cancellation of a booking, and for all bookings made on a website other than klm.com.hk.