Coronavirus: most asked questions

Until further notice, you’re required to wear a face mask from the first boarding call until you have gone through the arrival gate at your destination to prevent the further spread of the virus. Without face covering, we cannot allow you to board. We strongly advise you to wear a mask at the rest of the airport as well.

Passengers up to 10 years old don’t have to wear a face mask.

If you can’t wear a face mask because of medical reasons you need to have, from 21 September 2020 on: - A signed and stamped medical certificate from your physician. You can download the certificate here, print it and ask your physician to sign and stamp it. - A negative corona PCR test result. The test has to be taken within 72 hours before departure. You will need to show the original paper copy of both documents during check-in, boarding and also on board. If you can’t provide both documents, we cannot allow you to board. If your return flight takes places within 72 hours after the test, 1 test is enough. If your trip is longer than 72 hours, you’ll need to undergo another PCR test at your destination. If you are medically exempted from wearing a face mask, please report this to one of our KLM agents at the airport.

At some destinations, wearing masks is required in public areas, including the airport. At Amsterdam Airport Schiphol, passengers aged 13 and up are required to wear a mask everywhere. Make sure to check the health requirements of the airports you’re travelling to and from, and transferring in, and follow the instructions at the airport.

Requirements

A suitable face mask should fit snugly against the side of your face and cover the nose, mouth and chin and should consist of at least 2 layers of tightly woven fabric, such as cotton or linen.

If the face mask gets moist or dirty, you need to change to a new one. You must wear a new face mask every 3 hours. Make sure to bring enough masks with you to last the entire journey.

At some destinations, the local authorities have different requirements for face masks. If you are flying with KLM, you will receive an informative e-mail in the week before departure with the details about the measures at your destination.

Wearing a face mask

When putting on your mask, make sure to cover your nose, mouth and chin.

Use the loops or ties to remove your mask again and do not touch the mask itself. Wash your hands with water and soap or use disinfectant hand gel immediately. Make sure to also do this before eating, drinking and after making use of the toilet.

Eating and drinking

You can temporarily remove your mask while eating or drinking. Keep this period as short as possible. When removing the face coverage, make sure to follow the above-mentioned instructions. Store it in a clean space (e.g. in the original packaging or in a clean plastic bag). You’re not allowed to slide your mask under your chin or put it on your head.

If your flight was cancelled by the airline, you can request a cash refund or a refundable travel voucher. Note, though, that the travel voucher might be worth up to 15% more if you use it between 16 June and 31 October 2020 and your new outbound flight is before 15 June 2021. This also applies if you’ve already received your voucher.

We’ll try our best to process your request as soon as possible.

Read more about our refund policies

Contact the KLM Customer Contact Centre

Bookings via a travel agent

Did you book your ticket via a travel agent? Please contact them directly to request information on refund options. Unfortunately, we’re unable to help you.

If you’ve booked your ticket via KLM, you can change your flight via My Trip. We’re offering several rebook and cancellation possibilities, so we recommend you to first review the rebook and refund policies. That way, you know exactly what your options are.

Read more about our rebook and refund policies

Change your flight via My Trip

Bookings via a travel agent

Did you book your ticket via a travel agent? Please contact them directly to rebook your flight or request information on refund options. Unfortunately, we’re unable to help you.

Bookings via a partner airline

If you’ve purchased your ticket via one of our partner airlines, we strongly advise you to contact the concerning airline for detailed information about the rebook possibilities.

Sorry to hear that. If you booked via KLM, you can rebook your flight via My Trip or request a cash refund or a travel voucher. Note that the travel voucher might be worth up to 15% more if you use it between 16 June and 31 October 2020 and your new outbound flight is before 15 June 2021.

Read more about our rebook and refund policies

Bookings via a travel agent Did you book your ticket via a travel agent? Please contact them directly to rebook your flight or request information on refund options. Unfortunately, we’re unable to help you.

Let’s say that your original ticket price was EUR 500. Your travel voucher will then have the same value. However, under certain conditions, the value of the voucher increases up to 15%. That means that your travel voucher can have a maximum value of EUR 575.

We’ve created a flowchart to help you check if your travel voucher will have an increased value.

View flowchart

Read more about our refund policies