KLM Package Deals change and cancellation policy Coronavirus

The change and cancellation conditions related to coronavirus (COVID-19) as indicated below apply to KLM Package Deals bookings.
 

Change and cancellation policy for KLM Package Deals



Package Deals


Change and cancellation policy for KLM Package Deals bookings with departure by 18 June 2020:


  • Your trip is cancelled by us.
  • The full travel sum will be refunded as a voucher. This is a Corona-voucher which meets the requirements of the ANVR and SGR.

The voucher will be sent to you by email within several weeks. It has the same value as your previously booked package trip including the value of any discount vouchers used.
The voucher can be redeemed by 1 year after date of issue. The voucher is valid for the combination of flight, hotel and/or car rental for a chosen destination.

Change and cancellation policy for KLM Package Deals bookings with departure from 19 June 2020:


Worldwide, a lot of countries manage their own rules and restrictions. These restrictions are sometimes introduced at very short notice. In case bookings with departure from 19 June are being cancelled due to these restrictions, the full travel sum will be refunded by us as a voucher. We recommend you to follow the developments and advice from the  Dutch Ministry of Foreign Affairs   about the restrictions applicable to your journey.

The voucher will be sent to you by email within several weeks. It has the same value as your previously booked package trip including the value of any discount vouchers used.
The voucher can be redeemed by 1 year after date of issue. The voucher is valid for the combination of flight, hotel and/or car rental for a chosen destination.

Change and cancellation policy for no-risk areas according to the Dutch Ministry of Foreign Affairs travel advice and KLM (or partner) is able to operate the flight.
On the  
KLM Flight Updates page   more information is available. The following applies:

  • Change and cancellation costs for the booked services apply in accordance with the conditions of the relevant suppliers (airline, hotel, car rental company, etc.).
  • We recommend you to follow the developments and advice from the Dutch Ministry of Foreign Affairs .
If you would like to rebook your trip from a risk area to a no-risk area, please contact us so we can first cancel your booking. You will then receive the value of the cancelled trip as a voucher, which can be used to make a new booking via the website .

This policy also applies to KLM Package Deals bookings made in Belgium and Luxembourg.
 

Frequently Asked Questions

1. I have booked a Package Deal with departure date u/i 18 June 2020. What will happen with my booking?

Due to the corona virus developments we have made the decision to cancel your Package Deal booking. Countries around the world have taken restrictive measures for incoming and departing flights, making it no longer possible to travel to and from foreign countries. Therefore we decided, together with our partner Airtrade, to cancel all Package Deals bookings with departure up to 18 June 2020. You will be informed about this via email.

2. My Package Deal booking has been canceled. Will I get a refund?

We fully understand your disappointment about your canceled trip. The full travel sum will be refunded as a voucher. This is a so called Corona-voucher which meets the requirements of the ANVR and SGR. It has the same value as your previously booked package trip including the value of any discount vouchers used. You can redeem this voucher for a new Package Deal booking.

3. When will I receive my Corona-voucher?

When you are entitled to a Corona-voucher you will receive a mail by KLM Package Deals (Powered by Airtrade) about the cancellation of your trip due to the corona virus. You will subsequently receive the Corona-voucher within a few weeks after this mail. You don’t need to take any further action for this.

4. Can I request a Corona-voucher myself, via the website?

Unfortunately it’s not possible for package trips to request a voucher online. We will assess the situation per departure month and inform you in time if your trip cannot continue. We will then provide you with a voucher.

5. What can I use the Corona-voucher for?

You can redeem your Corona-voucher for a new trip via the KLM Package Deals website  to a destination of your choice. The voucher is valid for all destinations of KLM and partners within the Package Deals range. The voucher is valid for the combination flight, hotel and/or rental car. All other products and costs (for example booking costs, checked baggage, transfers or excursions) cannot be included in the amount and have to be paid for separately. The voucher cannot be used for flight-only bookings and cannot be transferred to another person. In case your new Package Deal booking is less expensive than your initial booking, you will receive a new voucher for the remaining value within 24 hours after redemption of the initial voucher. In case your new booking is more expensive, you can pay the extra amount in the last step of the booking process.

6. What is the validity of my Corona-voucher?

The Corona-voucher is valid up to 1 year after the issue date of your voucher. The credit will expire after this date. Example: you receive your voucher on 1 May 2020, you can then make a booking until 30 April 2021, with ultimate departure date 28 February 2022.

7. In my original booking I had booked some extra KLM services (like checked baggage). Are those costs covered by the Corona-voucher?

The The Corona-voucher covers the costs of your flight, hotel and/or rental car. In case you paid for extra KLM services, like checked baggage or a reserved seat via My Trip, you can request a refund of these costs on the website of KLM.

8. Is my Corona-voucher personal or can I transfer it to another person?

The voucher cannot be transferred to another person, nor can it be sold to third parties.

9. Can I use the Corona-voucher to book multiple Package Deals? So can I spread the value over multiple trips?

You can redeem your voucher for a new Package Deal booking. In case your new booking is less expensive, you will receive a new voucher for the remaining value. With this voucher you can book another trip.

10. Can I use the Corona-voucher for another destination than in my original trip?

Yes, you can use the voucher to a destination of your choice. This can be another destination than in your original trip. Need some inspiration for your new trip? See our wide arrange of city trips , beach holidays , or luxury destinations .

11. How can I redeem my Corona-voucher?

You can redeem your Corona-voucher on the KLM Package Deals website . Fill in your personal voucher code in the discount code box, before payment (step 3 of the booking process). The discount amount will be deducted automatically from the total amount of your new booking. Please note: we cannot process your voucher after booking, only during the booking process.

12. I want a refund instead of a voucher. What are the possibilities?

Due to the extraordinary circumstances with regard to the corona crisis, we and the entire travel industry have chosen an exceptional solution, by offering a voucher. This so called Corona-voucher is issued in cooperation with the ANVR and SGR and is supported by the Dutch Ministry of Economics and Climate as well as by the Authority Consumer & Market (ACM). An extra advantage of this Corona-voucher is that the amount of the voucher is covered for any potential financial incapability of KLM Package Deals (Powered by Airtrade). Are you, despite these reasons, not willing or able to use your voucher, then the voucher is fully refundable after 12 months after the issue date of the voucher.

13. I have booked a Package Deal with departure date after 18 June 2020. What will happen with my booking?

That is not clear at this point. On a daily basis governments are implementing limitations for travel to or from their countries, sometimes on a very short term. In case we are forced to cancel your booking with departure as from 19 June 2020, we will provide you with a so called Corona-voucher for the value of your previously booked Package Deal. We advise you to check the travel advice of the Dutch Ministry of Foreign Affairs  on a regular basis. Of course we will inform you about the latest developments by updating our Package Deals change and cancellation policy page regularly and if needed we will inform you personally by mail.
 

Contact

The Airtrade Customer Service Centre is at your service for questions and information.

We apologize for the longer waiting time than we normally have.

We strive to answer your call or mail as soon as possible.


Airtrade Customer Service Center

T: +31 88 247 87 90 (Netherlands)
T: +32 2 793 0943 (Belgium)
T: +35 228 480 883 (Luxembourg)
E-mail: klmpackagedeals@airtrade.nl 
Monday-Friday: 09.00 - 20.00
Saturday: 09.30 - 17.00
Sunday and holidays: 12.00 - 16.30

French version 