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: Monday 03 August 2020, 15:40 / 3:40 PM (Amsterdam time)
Top 5 most asked questions
If your flight was cancelled by the airline, you can request a cash refund or a travel voucher. Note, though, that the travel voucher might be worth up to 15% more if you use it online 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 within 60 days, but it may take us up to 90 days. If you’ve requested a cash refund over 90 days ago, contact the KLM Customer Contact Centre. We are doing what we can to help you as quickly as possible, but waiting times are longer than usual.
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.
Argentina, Brazil, Chile and Colombia
Different rules apply for tickets that were purchased in the Argentina, Brazil, Chile and Colombia. Please check the refund policy of the country in question.
Until at least 31 August 2020, 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 and passengers who can’t wear face masks because of medical reasons are exempted from this requirement.
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 at check-in, during security checks, at the gate, and in areas where it’s not possible to stay 1.5 metres away from other passengers. 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
You can buy a face mask, or make your own. It 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 wet or dirty, you need to change to a new one. You must wear a new face mask every 4 hours. Make sure to bring enough masks with you to last the entire journey.
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.
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. Please note that this only applies when using your voucher online. If you pay with your voucher via our KLM Customer Contact Centre or at the airport, this extra value is not applicable.
We’ve created a flowchart to help you check if your travel voucher will have an increased value.
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.
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.