General Terms and Conditions of the Flying Blue Programme
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Terms or expressions used in these terms and conditions are defined as follows, unless the context specifies otherwise:
‘Airline Award’ is defined as any award available on Air France, KLM, and Airline Partners. Airline Awards include Award tickets, Award Upgrades, and extra baggage awards.
‘Airline Partner’ is defined as any airline, SkyTeam Partner or Flying Blue Partner, for whose services Level Miles and/or Award Miles can be earned and/or Award Miles can be redeemed as specified in regularly published FB Communication.
‘Award’ is defined as the award obtained within the Programme by redeeming Award Miles, in accordance with the procedures set forth in FB Communication.
‘Award Miles’ is defined as Miles earned on Air France, KLM, Airline Partners and Non-Airline Partners in accordance with the procedures set forth in FB Communication. Award Miles can be used to obtain Awards.
‘Award Upgrade’ is defined as an Award that upgrades to the class of travel one level higher than the class booked with the paid ticket.
‘Company’ is defined as Air France and KLM, who own the Programme and are operating the Programme.
‘Customer Service Centre’ is defined as any service unit fully authorized by the Company to provide the range of services under the Programme.
‘Enrolment Date’ is defined as the date the enrolment form of the eligible applicant is signed, or, in the event of Internet or e-mail enrolment, the date that the application is submitted to the Company via the Programme’s Internet or e-mail applications.
‘FB’ is the abbreviation for the Company’s Flying Blue Frequent Flyer Programme.
‘FB Communication’ is the collective name for the following means of communication used in the Programme: Programme brochures, FB News, FB letters, FB website and FB enrolment forms.
‘Flying Blue Partner’ is defined as any airline other than SkyTeam Partner for whose services Award Miles can be earned or redeemed as specified in any regularly issued FB Communication.
‘General Terms and Conditions’ is defined as the terms and conditions governing the Programme.
‘Gold’ is defined as the third level in the Programme. A Member qualifies for this level and is entitled to the services and benefits attached to this level if he has earned or made during one calendar year (i) 40,000 Level Miles or made 30 Qualifying Flights for Members having provided in his account a mailing address outside mainland France or Monaco, or (ii) 60,000 Level Miles or 30 Qualifying Flights for Members having provided in his account a mailing address in mainland France or Monaco. The services and benefits attached to this level are specified in FB Communication.
‘Ivory’ is the name for the first or base level in the Programme. Members will automatically enrol at this level. The services and benefits attached to this level are specified in FB Communication.
‘KLM’ is defined as Koninklijke Luchtvaart Maatschappij N.V. (KLM Royal Dutch Airlines), limited company incorporated under the laws of the Netherlands, trade register Amsterdam 33014286, with its principal corporate office in Amsterdamweg 55, Amstelveen, the Netherlands.
‘Member’ is defined as a member of the Programme, whose name is printed on the Card and who has been assigned a programme registration number. Only Members are entitled to benefit from the services and benefits proposed in the Programme.
‘Membership Card’ and ‘Card’ are defined as the Programme’s membership card, issued and distributed by the Company after acceptance by the Company of the application for the Programme.
‘Miles’ is defined as Award Miles and Level Miles. The mile is the distance-measuring unit.
‘Non-Airline Partner’ is defined as a partner other than SkyTeam or Airline Partners for whose services Award Miles can be earned or redeemed as specified in any regularly issued FB Communication.
‘Partner’ is defined as Airline and Non-Airline Partners.
‘PIN’ is defined as a Personal Identification Number that provides access to a Member's personal web account.
‘Platinum’ is defined as the most exclusive and highest (fourth) level in the Programme. A Member qualifies for this level and is entitled to the services and benefits attached to this level if he has earned or made during one calendar year (i) 70,000 Level Miles or made 60 Qualifying Flights for Members having provided in his account a mailing address outside mainland France or Monaco, or (ii) 90,000 Level Miles or 60 Qualifying Flights for Members having provided in his account a mailing address in mainland France or Monaco. The services and benefits attached to this level are specified in any FB Communication.
‘Programme’ is defined as the Flying Blue loyalty programme offered by the Company as introduced in 2005, and developed to reward Members who frequently travel with Air France, KLM, or their Airline Partners and reward Members who use Qualifying Services provided by Non-Airline Partners.
‘Promotional Offers’ is defined as special temporary offers that give a Member the opportunity to earn extra Level and/or Award Miles, use a reduced number of Award Miles when ordering Awards or use additional benefits.
‘Qualifying Flight’ is defined as the flights being made on Air France, KLM, SkyTeam Partners and any Airline Partner designated as such in FB Communication, excluding domestic flights in France made by Members having provided in his account a mailing address in mainland France or Monaco (except for those who have a Metropolitan France Discount Pass), for which both Level Miles and Award Miles can be earned.
‘Silver’ is defined as the second level in the Programme. A Member qualifies for this level and is entitled to the services and benefits attached to this level if he has earned or made during one calendar year (i) 25,000 Level Miles or made 15 Qualifying Flights for Members having provided in his account a mailing address outside mainland France or Monaco, or (ii) 30,000 Level Miles or 15 Qualifying Flights for Members having provided in his account a mailing address in mainland France or Monaco. The services and benefits attached to this level are specified in FB Communication.
‘SkyTeam’ is defined as Air France, KLM and their allied airlines: Aeroflot, Aerolineas Argentinas, Aeromexico, Air Europa, Alitalia, China Airlines, China Eastern, China Southern, Czech Airlines, Delta, Garuda Indonesia, Kenya Airways, Korean Air, MEA, Saudia, Tarom, Vietnam Airlines and Xiamen Air. Participation in this airline alliance, known as SkyTeam, may change from time to time.
‘Skyteam Partner’ is defined as any airline member of Skyteam other than Air France and KLM for whose services Level Miles and Award Miles can be earned and Award Miles can be redeemed as specified in regularly published FB Communication.
1.2.1 The General Terms and Conditions define the contractual relationship between the Company and each individual Member. The Company, acting in good faith, reserves the right to cancel or replace the Programme or transfer the ownership of the Programme and the right to make alterations to or amend the Programme, the General Terms and Conditions, FB Communication, the Level and Award Miles accumulation structure, Award structure, Award Miles redemption structure, participation of any Partner in the Programme, or Programme procedures as described in Programme documents at any time. No damage claims against the Company by Members may be lodged as a result of legally required country-specific alterations. Notification of alterations and amendments to these Terms and Conditions will be issued through FB Communication. These General Terms and Conditions and any alterations shall be considered approved if the Member uses the Membership Card, orders or uses in any way an Award or benefit offered under the Programme, or if no written protest is registered within 30 days of notification. If a Member does not accept the Programme alterations, the Member may terminate the membership as per paragraph 1.2.2.
1.2.2 Each party may terminate the contractual agreement at any time in accordance with the procedures described in the Flying Blue Communication. The General Terms and Conditions shall continue to govern implementation even after termination of the contractual relationship. Upon receipt of the termination request, the Company shall terminate the membership, upon which a Member has six months from the date of termination to use up any accrued Award Miles. If the Company cancels the contract, all Level and Award Miles shall expire six months from notification of cancellation. If the Member makes material misrepresentations, violates Award rules or rules as set forth in FB Communication, or violates rules as per 1.4.8, all Level and Award Miles shall expire as soon as the Company issues the notice of cancellation.
1.2.3 The Company will make reasonable efforts to give Members prior notice of termination of the Programme.
1.2.4The Company will make reasonable efforts to ensure that the Awards, benefits and opportunities to earn Level and Award Miles being promoted as being available to Members will actually be available. However, Air France, KLM or their Partners may unilaterally restrict the amounts of the Award being proposed and the Company cannot guarantee or warrant that such facilities shall be available. A Member may therefore find that there is no availability on a given flight or that a particular Award is not available.
1.2.5 All Awards and benefits proposed are subject to change and availability, including blackout dates indicated in FB Communication. Local restrictions and/or alterations may apply. Awards, benefits and opportunities to earn Level and Award Miles offered to Members are or may be provided by Partners with which the Company has made arrangements, but over which it has no control.
1.2.6 Awards, benefits and opportunities to earn and redeem Level and Award Miles will be subject to the general terms and conditions of the Partner providing the promoted facilities. These general terms and conditions shall be sent to a Member when the Member submits a request for them to such a Partner. All Air France flights will be subject to Air France’s conditions of carriage which are available on www.airfrance.com. All KLM flights will be subject to KLM’s conditions of carriage which are registered at the district court of The Hague and will be sent to a Member upon request. All Airline Partners flights will be subject to the relevant conditions of carriage of the Airline Partner.
1.2.7 The Company and its partners reserve the right to make Promotional Offers available to groups of Members based on their Programme activity, including but not limited to flight activity, hotel-stay activity and car-rental activity. Promotional Offers are not valid in combination with other Promotional Offers. The Promotional Offer that most benefits the Member will be applied.
1.2.8 On 31 December of each year, the level in the Programme to which a Member is to be entitled the next year will be determined by the number of Level Miles accumulated or the number of Qualifying Flights made from 1 January through 31 December of that same year. The address which counts towards the Member’s level is the mailing address provided in his account on 31 December. All accumulated Level Miles and Qualifying Flights will be subtracted from the Member’s FB account, unless otherwise indicated in FB Communication. If a Member has earned no Level Miles during a year, the Member will be downgraded to the base level, Ivory. If a Member has earned Level Miles during the year, but not enough to maintain his current membership level as per the rules defined in these General Terms and Conditions, the Member will be downgraded to one level lower.
1.2.9 For Ivory Members, Award Miles are valid for 20 months. Only accrual on flights of Air France, KLM, SkyTeam Partners or any other activity designed as extending in the FB Communication, is considered as an extending activity. The Company reserves the right to cancel the Award Miles after a period of 20 months with no extending activity registered on the Member’s account. It is up to the Member to check the expiration date of his Miles.
1.2.10 After a period of 5 years of no accrual of Award Miles by a Member, the Company reserves the right to unilaterally terminate membership.
1.2.11Miles overviews are provided to the Member on the basis of the Member’s activity in the Programme. The Company reserves the right to change at any time the intervals at which and the supports on which such overviews are provided. A fee can be applicable for overviews provided by mail as further defined in FB Communication. No duplicate will be supplied. Information on the Miles overviews, including but not limited to overviews by mail, e-Miles overview, Voice Response System, and website is purely indicative.
1.2.12 In the event of the death of a Member, the Company shall close that Member’s account upon receipt of the death certificate.
1.3.1 Subject to local laws and parental or guardian approval, where applicable, the Programme is open solely to individuals aged 2 years or older, whose mailing address is in a country where the Programme is open to membership. Corporations, non-corporate bodies or other legal entities are excluded from participation.
1.3.2 A Member may only submit one application form for membership and the Member may have only one account in the Member’s legal name. In case of duplicate accounts, the account with the lowest Level or with less Miles will be cancelled and all Level and Award Miles accumulated on that account will be transferred into the other account.
1.3.3 The account and the Miles earned by the Member concerned, cannot under any circumstances be transferred, bequeathed, assigned, sold or combined, whether or not for valuable consideration, with the account of the Miles of any other person, whether or not that person is a Member of the Programme, or with any other account belonging to the Member, except as otherwise provided by the Company and specified in FB Communication...
1.3.4 Qualifying Flights taken or used no more than 3 months prior to the signing date of the application form qualify for earning Level and/or Award Miles and should be claimed retroactively as per the retroclaim rules defined in 1.4.6.
1.3.5 When joining the programme, the Member accepts to receive the FB Communication which is a basic part of the programme. The Member is responsible for providing the Company with a correct mailing address for obtaining his Card and for FB Communication and/or an e-mail address for FB Communication. If a Member changes his mailing address, the Member shall notify the Company in writing or by means of the Programme’s website without any undue delay. This change of address should carry the Member’s signature or PIN, whichever is applicable.
1.3.6 Any eligible person wishing to join the Programme must complete and sign an individual Programme membership application, which the legal guardian or representative must sign if the applicant is a minor. All persons applying for membership of the Programme shall be deemed to have read and accepted the General Terms and Conditions.
1.3.7 The Company reserves the right to refuse membership to any person who does not meet the requirements for participation in the Programme.
1.3.8 Any person whose membership application has been accepted by the Company shall obtain an individual account, membership number and a PIN allowing access to the Internet and any other services described in the FB Communication. The membership number will be required for any inquiry concerning the account. The PIN will always be communicated to the Member and only to the Member. The Member is responsible for the usage of his PIN and shall not disclose the PIN to any third party.
1.4 Compliance with the Programme
1.4.1 The Member guarantees the correctness of all information given, including but not limited to a mailing address and an e-mail address, and shall be solely responsible for any erroneous, incomplete or out-of-date information.
1.4.2 Upon the request of the Company, the Member shall supply valid proof of identity. Failure to do so within a reasonable period as set by the Company will automatically lead to suspension or termination of the membership and forfeiture of all Level and Award Miles accrued.
1.4.3 All Level and Award Miles and subsequent Awards must be earned and used according to the rules and guidelines in these General Terms and Conditions. The Company has the final say as to whether an itinerary qualifies for Award or Level Miles.
1.4.4 Level and Award Miles will not be awarded on unused, forfeited, fraudulent, lost, out-of-date or refunded tickets or transactions. Level and Award Miles will not be awarded when a person checks in and improperly identifies under the same name as the Member.
1.4.5 Loss, theft or damage of the Membership Card must be reported immediately to the Customer Service Centre. Upon the Member's notification of a lost, stolen or damaged Card, the Card will be replaced. The Company is not liable for any fraudulent use of the Card or failure of the Member to comply with the contents of this provision.
1.4.6 All claims for retroactive credit should be made within six (6) months of the flight or transaction in question. Retroclaims for Partners should be sent to the Customer Service Centre by regular mail or made on Partners websites in accordance with the procedures as set forth in the FB Communication. Retroclaims for Airline Partners have to be supported with (i) a copy of the passenger receipt or, in the event of electronic tickets, a document called “journey memo” or Trip Summary and (ii) the original or a copy of the boarding pass. Retroclaims for Non-Airline Partners shall be supported with the original or a copy of contract or invoice. Furthermore, the Company reserves the right to demand at any time all documentary evidence of the accrual of Miles. Retroclaims can only be made via the Internet for Air France and KLM flights showing the AF or KL designated code. No correspondence can be entered into about retroactive credits, and documents submitted to the Customer Service Centre cannot be returned; it is then advised to keep copies.
1.4.7 The sale, purchase, brokerage, resale, barter or exchange of Level and Award Miles, Award tickets or vouchers for any compensation is prohibited, except as otherwise provided by the Company in accordance with specific terms and conditions defined in FB Communication. Violators, including any passenger who uses a purchased or bartered Award, shall be liable for damages and litigation costs. Level Miles, Award Miles and Awards have no cash value and can never be redeemed for cash.
1.4.8 Violation of the general conditions of carriage or tariffs of Air France, KLM, or any Airline Partners, including SkyTeam, the general terms and conditions of Non-Airline Partners, material violation of the General Terms and Conditions, abuse of the Programme, including the failure to follow Programme policies and procedures, sale or barter of Awards or tickets or any misrepresentation of facts pertaining thereto, improper conduct, including any untoward behaviour or harassment with reference to any Air France, KLM or their Partners’ employee, unruly behaviour on board or in lounges, or any refusal to honour employee instructions, may result in cancellation of the Member’s account and future disqualification from the Programme, forfeiture of all Level and Award Miles accrued and cancellation of previously issued but unused Awards.
1.4.9 Any material breach of the General Terms and Conditions may result in the confiscation of tickets or Awards at any time (including in transit or en route) and in payment by the Member or passenger of the full applicable fare for any segment travelled on Award tickets or Awards that have been misused.
1.4.10 In connection with the enforcement of any of the Terms and Conditions governing the Programme, the Company reserves the right to take appropriate legal action as it deems necessary against the Member, and may recover damages, attorneys’ fees and court costs.
1.4.11 Employees or managers, or their heirs or assigns, of any airline, travel agency or person or entity trading as or on behalf of a tour operator cannot take advantage of the present Terms and Conditions by earning Miles or obtaining Awards, nor of their status in the Programme, for services offered by Air France, KLM or any of the Partners at special prices, at employee-reduced rates or at travel industry reduced rates.
1.5 Personal Data
1.5.1 Personal data relating to the participation of Members in the Programme will be processed and used for purposes serving Programme implementation in accordance with applicable data protection regulations such as the Dutch and French Personal Data Protection Acts (“Wet Bescherming Persoonsgegevens” and the French Law of January 7, 1978, as modified by the law of August 6, 2004). KLM has notified the Dutch Data Protection Authority (“College Bescherming Persoonsgegevens”) of the processing of this personal data. Air France has notified the French Data Protection Authority (“Commission Nationale Informatique et Libertés” - CNIL) of the processing of this personal data.
1.6.1 The Company reserves the right to audit any and all accounts in the Programme at any time and without notice to the Member to ensure compliance with Programme rules and applicable conditions of carriage and/or tariffs.
1.6.2 In the event an audit reveals discrepancies or violations, the processing of Awards, Level and Award Miles accrual or Miles overviews may be delayed by the Company until the discrepancies or violations are resolved to the satisfaction of the Company. Pending such resolution, Members may be prohibited from redeeming Miles, accessing lounges, and using Awards, services or benefits associated with the Programme as determined solely by the Company.
1.6.3 The Company reserves the right to inform the security officers of Air France, KLM, SkyTeam Partners or any other Partner about the serious misbehaviour of the Member or discrepancies in the Member’s account.
1.6.4 The Company reserves the right to exchange information with Partners or their agents for auditing purposes.
1.7.1 The Company does not accept any liability whatsoever with respect to any damage, death, delay, injury or loss arising out of or in connection with services, Awards or benefits provided or not provided by Air France, KLM or the Airline or Non-Airline Partners under the Programme, save to the extent in which such damage or loss arises out of negligence by the Company, or was caused by the Company with intent, or recklessly and with the knowledge that damage would probably result, except as otherwise provided by the Warsaw Convention (as amended) or the Montreal Convention, whichever is applicable. Any claim must be lodged directly with the Partner.
1.7.2 Save as otherwise provided in clauses 1.2 and 1.7.1 above, the Company shall not be liable for any loss or damage resulting from the termination of or the change in the Programme or for any withdrawal from the Programme by Air France, KLM or one of the Partners. The Company shall make reasonable efforts to inform the Member about any such changes or withdrawals as soon as possible.
1.7.3 If the Company or any Partner improperly denies a Member mileage credit, Awards, or some other benefit, the Member’s exclusive remedy shall be the issuance of the improperly denied mileage credit, Award or benefit by the Company, if available, or such other reasonable, alternative and comparable benefits as determined by the Company, or re-crediting of the Award Miles spent, at the Member’s option. In the event of any of the aforementioned improper denials, the liability of Air France, KLM or any Partner shall be limited to the value of the Award concerned and compensation shall take the exclusive form of an Award or the re-crediting of the value in Award Miles.
1.7.4 Laws applicable in certain countries may impose restrictions on the conditions governing implementation or membership in the Programme. Due to local laws and regulations, the Company may not be able to make available the Programme or parts thereof in certain countries or to certain individuals. The Company will not be liable when complying with such local laws and accordingly reserves the right to terminate a Member’s participation in the Programme and cancel whichever Level and Award Miles such Member may have accumulated.
1.7.5 The Member is liable for any claims from third parties, including the tax authorities, arising from membership in the Programme.
2 Earning Miles
2.1 Miles earned by the Member shall be credited to the Member’s account irrespective of the identity of the person or entity paying for the tickets or services, provided the Member has submitted the membership number when booking the flight, at the time of issuing the ticket, when checking in for the flight, and/or when signing the contract for provision of services by a Partner. Members are personally responsible for informing any third party or legal entity paying for the tickets, transaction or services, including but not limited to the Member’s employer, with respect to the Miles and advantages obtained under the Programme.
2.2 Each Member should verify that Miles have been duly credited to the Member’s account, either by the Miles overview, Internet or via the Customer Service Centre.
2.3 The Company reserves the right to debit the account of any Member who has acquired Miles unduly.
2.4 Except as specified in FB Communication, flights which qualify for Miles accumulation are (i) scheduled flights with an Air France or KLM flight number showing the AF or KL designated code (ii) scheduled flights with a Skyteam Partner flight number operated by Air France, KLM or a SkyTeam Partner (iii) scheduled flights with a Flying Blue Partner flight number operated by this Flying Blue Partner or by AF or KLM. Level and Award Miles accumulation may be reduced or excluded on certain booking classes or fare types on Air France, KLM, or Airline Partner operated flights as specified in FB Communication. Non-public fares are not eligible for mileage accumulation. In particular, Award tickets, travel industry reduced rates, free or non-revenue tickets, military or government or parliament tickets are excluded from Miles accumulation. All services provided by Non-Airline Partners qualify for Award Miles accumulation under the conditions indicated in FB Communication. Any services proposed by Non-Airline Partners at employee-reduced rates do not qualify for Award Miles accrual.
2.5 In case of flight cancellations by Air France, KLM and other SkyTeam Partners or other Airline Partners, including but not limited to weather conditions, labour disputes or security reasons, the Member will not be granted Award mileage credit.
2.6 All Level and Award Miles and subsequent Awards must be earned and used according to the rules and guidelines in these Terms and Conditions.
2.7 The Member must actually travel to earn Level and Award Miles. Level and Award Miles will not be awarded on unused, forfeited, fraudulent, lost, out-of-date or refunded tickets. The Member can earn Level and Award Miles only for the flight flown, even if the Member purchases tickets for other people or purchases several seats on the same flight. As an exception, on Air France and KLM operated flights, a Member can earn Award Miles in case of booking of an extra seat (for a stretcher, for transportation of fragile oversized baggage in cabin, for overweight person…) provided the extra seat is booked under the same name as the Member and in the same booking class as the Member’s one. In the event of a transfer onto an alternative flight due to unforeseen circumstances the Member will earn Level and Award Miles for the flight the Member originally purchased, not for the route flown. The Member’s account can be credited only once for each flight flown and can be credited only once for each service used.
2.8 In case of upgrades, Level or Award Miles will be awarded based on the initial purchased fare and not on the actual class of service flown.
2.9 While the Company makes every attempt to provide accurate credit or mileage, it is the Member’s responsibility to retain necessary documents such as boarding passes and passenger receipts required for retroactive credit.
for retroactive credit.
2.10 Unless otherwise stated by the Company or its Airline and Non-Airline Partners, including SkyTeam Partners, Members who are also members of other loyalty programmes should note that Level and Award Miles can be accumulated for only one programme per flight or per service. In such cases, Members should choose between programmes for each flight or for each service.
3 Redeeming Award Miles for Awards
3.1 When a Member has earned a sufficient number of Award Miles, the Member may request an Award in writing, through the Internet or by telephone naming the beneficiary, in accordance with the procedures governing the issuance of Awards as set forth in FB Communication. Award booking and application procedures may be modified by the Company.
3.2 Only the Member is entitled to apply for an Award. The Member may order an Award either for himself or for any other person designated by the Member at the time the Award is requested, subject to the Terms and Conditions of the Programme. In the event that the Member is legally incompetent (of major or minor age), the Award must be requested by the Member’s legal guardian or representative.
3.3 Lost, stolen or expired Awards will not be refundable, replaced or extended.
3.4 Award tickets are valid for a period of 12 months from the date of issuance of the Award ticket, with some exceptions such as special Promotional Offers or those declared in a specific market (information provided locally). Once the ticket has been issued, a Member may, subject to conditions, change or cancel his Award ticket prior to departure of the first flight segment and shall do so in accordance with the procedures as set forth in FB Communication. Once the trip has started, only the date may be changed. These rules do not apply in case of Promotional Offers. In case of no show and after the return date, if the trip has not been made, the Airline Award is no longer valid and cannot be refunded. Change of beneficiary will never be accepted. Depending on the type of Awards, an administrative fee in case of change and/or cancellation may be applicable as further defined in FB Communication. It is up to the Member to consult the conditions applicable to the use of their Award and, where applicable, to subscribe the appropriate insurance to cover the circumstances under which they would have to cancel their trip.
3.5 All Airline Awards must be taken on routes operated by Air France, KLM and Airline Partners. Airline Awards may be limited on selected Air France or KLM code-share flights. Miles are deducted at the issuing of the Award (Award ticket or Award Upgrade).
3.6 To travel with a child younger than two (2) years of age, an adult travelling with an Award ticket must make a reservation for the infant with the airline on which the Award ticket is issued, according to the applicable tariff rates of said airline.
3.7 A beneficiary entitled to a travel-category reduction (child, student, senior citizen, etc.) cannot be granted any reduction in the number of Miles required for the Award ticket.
3.8 Award tickets and Award Upgrades are non-endorsable and cannot be used on an airline other than the airline whose designated airline code is indicated on the ticket, unless otherwise decided by the applicable airline at its reasonable discretion.
3.9 A Member can request an Award Upgrade for an eligible flight on an airline offering this Award as defined in FB Communication subject to the condition that the Member has a confirmed (not waitlisted) and issued full-fare ticket. A Member can redeem Award Miles for only one Award Upgrade per flight. It is thus impossible to have a double Award Upgrade from Economy to First Class.
3.10 The Member or beneficiary of any Award is responsible for paying all applicable taxes, fees, levies and/or surcharges associated with the issue or use of an Award (including carrier surcharge when applicable) and obtaining necessary travel documents for the Airline Award, including visa, vaccination and insurance. Furthermore, the Member or the beneficiary will adhere to any legally or otherwise required country-specific regulation and check the customs formalities in force in the destination country. If an Award ticket is not valid anymore and has not been used for transportation, the Member or beneficiary has a right to reimbursement of taxes and fees depending on effective boarding. The refund request of these amounts can be submitted directly online (free refund) or by contacting FB Customer Service Center (charges may apply).
3.11 Depending on the Award involved, Airline Awards will be either sent to the e-mail address given by the Member, or collected at selected airport or city ticket offices allowed to issue Award tickets. As soon as the Award application has been processed, the Miles required for the Award are debited to the Member’s account in accordance with the scale in force on the application date, first using the Miles earliest in date. Internal difficulties may result in late debits to accounts. If tickets are issued by Air France or KLM establishments or agencies, Members must show their Card. If the person collecting the ticket is not the Member, that person must submit, for each ticket collection, in addition to the Card of the Member (or a copy thereof), proof of identity of the Member and a signed affidavit from the Member, bearing his original signature, authorizing such collection. This procedure may be modified or suspended at any time by the Company. The Company cannot be held responsible for delays or losses caused by postal service or by customs procedures.
3.12 Awards tickets shall be issued for (i) a one-way flight, (ii) a return flight or (iii) an “open-jaw round trip flight” on Air France, KLM and/or the Airline Partners following the most direct route in both journey directions in accordance with the schemes and conditions specified in FB Communication. Subject to the conditions specified in FB Communication, there may be a break in the journey (stopover). An “open-jaw round trip flight” is a round-trip flight in which points of departure and arrival are different but within the same award zone, or where the originating station for the return flight is different from the arrival station for the outgoing flight but within the same award zone. Furthermore, Award tickets may also be issued for a “round the world trip” on Air France, KLM and certain Partners defined in FB Communication and shall in principle be in the same travel class of service throughout the journey and must include a half trip point, this being a point where the outward journey ends and where the homeward journey begins, unless otherwise provided for in FB Communication. The number of possible breaks in the journey (stopovers) for such “round the world trip” shall be specified at the time of booking. All Award tickets are subject to changes in air traffic rights, or decisions taken by the aforementioned airlines in their reasonable discretion to close any flight segments.
3.13 Awards in the form of extra baggage allowance is the extra baggage allowance above the normal allowance in the class paid for or the Member’s status in the Programme as further defined in FB Communication. Extra baggage awards are valid only on eligible Air France, KLM flights and Partners flights designated as such in FB Communication. Extra baggage awards will not be accepted for exceptional luggage (such as but not limited to ski-gear, bicycles, surfboards) or for transportation of animals.
3.14 Award tickets may not be used for medical stretcher transport, baby seats, the accompaniment of children by hostess or to get an extra seat.
3.15 Any Member having the required number of currently valid Miles may benefit from an Award for him or herself or any other persons designated by the Member under conditions and subject to restrictions notified to the Member. Any beneficiary of an Award must meet the legal requirements for the use of the desired service (e.g. age, driving license) and must abide by the conditions laid down by the Partner concerned, notably in regard to deposit payments on reservations with Partners. Modification and cancellation conditions for Non-Airline Awards are set forth in FB Communication. Air France nor KLM shall be liable for any loss, expense (including, without limitation, attorneys' fees), accident or inconvenience that may arise in connection with the use of Non-Airline Awards or as a result of any defect or failure of such Non-Airline awards ordered from Partners.
4.1 The present General Terms and Conditions supersede all previous documents containing such terms and conditions.