Coronavirus: most asked questions
Since the outbreak of the coronavirus (COVID-19), we have been monitoring the situation minutely and are doing everything possible to assist you with your upcoming travel plans. Here, you'll find up-to-date answers to the most asked questions.
Last updated: Tuesday 24 November 2020, 15:00 / 3:00 PM (Amsterdam time)
Top 5 most asked questions
Until further notice, you’re required to wear a face mask from the first boarding call until you have left the aircraft to prevent the further spread of the virus. Without one, we cannot allow you to board. We strongly advise you to wear a face mask at the rest of the airport as well.
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 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.
Exceptions
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:
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. You need to bring this certificate with you on your trip. - A negative corona PCR test result. The test has to be taken within 72 hours before departure and you must bring along a hard copy of this test result. If your return flight is within 72 hours of the first PCR test, you don’t need to take a new test. One test is enough. If your return flight is after 72 hours, you do need to take another PCR test at your destination.
You will need to show the original paper copies 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 you are medically exempted from wearing a face mask and you have the above-mentioned documents, please report this to one of our KLM agents at the airport.
Face masks 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.
Eating and drinking
You can temporarily remove your mask while eating or drinking. Make sure to follow the instructions on how to remove and put on your mask. Store your mask 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 rebook your flight, request a cash refund or a travel voucher.
We’ll try our best to process your request as soon as possible.
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.
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.
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.
Your voucher has the same value as your original ticket (booking fees and credit card surcharges excluded). You can use your travel voucher as a payment method to purchase a new ticket or extra option at a later time, without having to pay a booking fee. Simply enter your voucher number during payment. Your voucher number consists of 13 numbers and starts with 074. It’s included in the e-mail you received and can also be found in your profile.
You can use an unlimited number of vouchers as a payment method during online checkout to purchase a new ticket and/or extra options. You will not have to pay a booking fee.
For detailed information and conditions, please review the refund policies on the latest flight information page. A different policy is in place for KLM Package Deals.
Find your answer by topic
Refunds and travel vouchers
Need to request a refund or travel voucher because of the coronavirus, but don’t know the whats and hows yet? Check the most asked questions about this topic.
Using a travel voucher
Have you received a travel voucher, but don’t know how to use it yet? We’ve answered the most asked questions about using travel vouchers.
Rebooking and cancellation
If you need to change or cancel your travel plans because of the coronavirus, you have multiple options. It’s also possible that the airline has to cancel your trip.
Updates about travel routes
The countries that allow air travel are constantly changing. Check the latest updates about our travel routes and flights operated by partner airlines.
At the airport and on board
Preparing for your trip is more important than ever. We’re here to guide you through your journey so you can travel with confidence.
Pets and Unaccompanied Minors
If your child is making their first trip by themselves or you’re travelling with your furry friend, you’ll most likely find your answer here.
Flying Blue
What impact does the pandemic have on your membership level, and what happens with booked reward tickets? We’ve gathered the most essential information.
Contact us
If you can’t find the answer to your question, feel free to contact us.