KLM Royal Dutch Airlines (KL / 074)

About

Airline Information:
Code: KL
Country: Netherlands

Koninklijke Luchtvaart Maatschappij N.V., best known by its initials KLM, is the flag carrier airline of the Netherlands. KLM's headquarters is in Amstelveen near its hub at Amsterdam Airport Schiphol.

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KLM - COVID 19 Rebooking Procedure

 18 March 2020

IMPORTANT NOTICE TO TRADE:

This procedure will replace the original Global rebook Policy and this policy does not replace any previously issued policies in place for travel to/from China and Korea.

AF KL rebook policies may be found in www.agentconnect.biz (once off login) Please consult latest rebook polices using below paths/links as the rebook policy in order to apply the correct rebooking/ticketing options.

KL - Agentconnect.biz from Home Page > News & Promotions > KLM > KL OCC Rebook Policies https://www.agentconnect.biz/ZA/en/local/newspromotions/dailyschedule/occrebookpolicy_KL.jsp

AF - Agentconnect.biz from Home Page > News & Promotions > AIRFRANCE > Instructions https://www.agentconnect.biz/ZA/en/local/newspromotions/process/OCC/consignes_irregularites.jsp

Due to the constantly evolving situation related to the coronavirus and the high frequency of Rebooking Policies. We request you to best service your customers using the options below:

Global Travel Policy (March 17, 2020):

For flights booked with a scheduled departure until 31 May 2020, the rebook policy applies. Revalidation or Reissue or EMD CDET issuance needs to be completed by 30 September 20. General reminder: In order to keep the PNR active so that it can be handled at a later stage, a MEMO/Fake (RU in 1A) segment should be added in the PNR for a date up to a year ahead.

 

Change of Travel Dates:

  • If the new trip commences by 30 November 20 and there is availability in the same cabin (use the ticketed or lowest available class on AF/KL/DL/VS).
    Ticketed Class = Revalidate
    Lowest Available = Even exchange with Schedule Change indicator (FXI/SC in 1A)
    When ticket reissued Add DUE CORONA as an endorsement.
    Change Fees waived (DO NOT issue Change Fee EMD)
  • If the new trip commences on/after 01 December 20: Reprice (For Amadeus users = ATC) to calculate and collect the fare difference.
    When ticket reissued Add DUE CORONA as an endorsement.
    Change Fees waived (DO NOT issue Change Fee EMD)

Change of Destination

Irrespective of the departure date:

  • Reprice (For Amadeus users = ATC) to calculate and collect the fare difference.
    When ticket reissued Add DUE CORONA as an endorsement.
    Change Fees waived (DO NOT issue Change Fee EMD)

OR

If passengers who wish to postpone their trip to a later date or different destination, but do not yet know the new travel date or destination:

  • Add a MEMO/Fake (RI in 1A) segment in the PNR to keep it alive, new itinerary and reissuance of the ticket will need to be done by 30 September 20.
  • For Amadeus users only: Issue the EMD CDET for the value of the existing ticket, this EMD (valid for 1 year from the date of issue) may subsequently be used towards the purchase of any AF/KL/DL/VS fare.
    - See quick reference guidelines below *
    - For USA Pont of Sale (ARC Agents): Travel Agents can issue a MCO.
    - For Travelport & Sabre users an EMD cannot be issued. Please cancel your booking and email the AFKL Trade Helpdesk for the voucher to be issued AFKL will issue the EMD and email it back to you

*Quick Reference Guide on how to issue an EMD-CDET for Amadeus Users:
1. IU KL NN1 CDET AMS (Service Element/Transportation Credit Voucher) AMS-departure city
2. TMC/VAF = Entry for Validating Carrier
3. TMI/F412.01 = Ticket value including Taxes
4. TMI/CV-412.01 = Coupon Value is the same as Ticket including Taxes
5. TMI/EXCH/M1/L5 = M1-TQM number /L5 –ETKT Line number
6. TMI/FO-074-1234567895E1FRA16SEP14/23200000/057-1234567895E1
7. TMI/FE-VALID ON AF/KL/DL/VS VALID 1 YEAR AFTER DOI (Endorsement box DUE CORONA)
8. TMI/FP-O/NONREF = Form of payment
9. TMI/YI = Indicator International
10. TTM/M1/RT

Offline Rebook options In addition to the provisions of the KLM Standard Schedule Change policy, offline rebooking is permitted on the following carriers:
For re-booked travel departing in the next 48 hours:

  • Apply the standard KL Rebook Matrix but please ensure that rebooking on EK is only permitted in O (Business ) & VXTL (Economy).
  • Re-issue with FXI.
  • Travel Agents to add endorsement DUE CORONA.

For re-booked travel departing outside 48 hours:

  • Rebook in the lowest available class on the following carriers only:
  • JV & Strategic Partner = DL G3 KQ VS
  • SkyTeam = AM AR AZ CI GA ME OK RO SU SV UX
  • Tactical Partners = CM EY JU PS TN QF (JU not permitted for travel to the U.S.)
  • Others = AI AV EK HY J2 JL LY NH NZ PR SA SQ Reissue with FXI/SC
    Travel Agents to add endorsement DUE CORONA.

NOTE: Rebooking on EK is only permitted in O (Business) & VXTL (Economy) Rebooking on J2 is only permitted in Z (Business) & HV (Economy)

General Notes: No show should be avoided, a flight itinerary should be cancelled and a memo segment should be added to the PNR (to keep it live). The reissue must be done before the date mentioned in the policy

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Contact Details

KLM Royal Dutch Airlines

Telephone
Work 0860 247 747
Work +27 (0)10 205 0101
Work 0031 204 747 747 (a/h)
Work
Work
Work
Fax
Fax
Fax
Website
www.klm.co.za
Trading Hours

Mon-Fri: 08:00 - 19:00
Sat-Sun & PH: 09:00 - 18:00

Flying Blue - Toll Free

Telephone
Work 0800 222 305
Work
Fax
Website
www.flyingblue.com
Trading Hours

French and English: available 24/7

Baggage Enquiries - JNB

Telephone
Work +27 (0)11 390 8567
Work +27 (0)11 921 6074
Work
Work
Fax
Fax 086 6633 8167
Fax
Address
c/o BidAir office, Located on the ground floor next to Swissport and Menzies Lost Property Office
Trading Hours

06:00 - 23:00

Baggage Enquiries - Cape Town

Telephone
Work +27 21 936 3360 / 61
Work
Fax
Fax +27 21 936 3362
Address
c/o BidAir office, Located at the lost property office, International arrivals hall
Trading Hours

Mon, Wed, Fri, Sat, Sun: 08:00-23:00