KLM will always make every effort to rebook customers on the best available alternate flights in case of schedule changes on KLM operated flights.
The rebooking process will include connection repair and revalidation/reissue of e-tickets.
Customers will also be directly notified via e-mail/phone/SMS, depending on the number of days prior to departure and type of contact information available in the PNR.
Please note:
- In case of KL schedule changes outside 14 days prior to departure, KLM will not pro-actively reissue tickets to ensure that control of the e-ticket remains with the travel agent to allow future revalidation or refund processing in GDS, revalidation will be attempted when technically possible.
- In case of KL* and OA flights, PNRs will be updated by industry standard messaging and all follow-up (rebooking, connection repair, reissue and notification) is the responsibility of the PNR owner.
Decoding
KL*/KL = KL marketed/KL operated
KL*/DL = KL marketed/DL operated
DL*/DL = DL marketed/DL operated
DL*/KL = DL marketed/KL operated
AF*/AF = AF marketed /AF operated
KL*/OA = KL marketed/OA operated
OA*/OA = OA marketed/OA operated /
Rebook Guidelines for schedule changes outside D-24 hours
for rebooking on:
KL*/KL, KL*/DL, DL*/DL & DL*/KL
Rebook in the ticketed (or booked) booking class within 30 days of the affected flight (before or after) - the original duration of the stay may be preserved.
If the ticketed class is not available, please call AFKL Trade Support for an inventory override, based on cabin level availability.
KL*/OA
Rebook in the lowest available class in the same cabin if the ticketed booking class is not available on alternate KL* flights within 30 days of the affected flight (before or after) - the original duration of the stay may be preserved.
AF*/AF
Rebook in the ticketed booking class within 30 days of the affected flight (before or after) - the original duration of the stay may be preserved.
If the ticketed class is not available, please follow the designated AF procedure to obtain an inventory override.
OA*/OA
Rebook in the lowest available class in the same cabin if the ticketed booking class is not available on alternate flights within 30 days of the affected flight (before or after) - the original duration of the stay may be preserved.
It is also permitted to use other OA options included in the fare rules (FQR) in the applicable booking class only. /
Rebook Guidelines for schedule changes within D-24 hours
All types of flights (listed above):
Rebook in the lowest available class in the same cabin if the ticketed class is not available on any airline (with whom KL has an interline e-ticket agreement) using the following priority:
1. AF KL DL KQ AZ CZ PS
2. Other SkyTeam Airlines
3. Non-SkyTeam Airlines
The new journey must commence no later than within 24 hours of the scheduled departure of the first flight of the impacted O&D. /
Reissue Guidelines (for 074 documents only)
Tickets must be reissued including the following text in the endorsement box (fare calculation box may be used if the endo box is already used):
INVOL REISSUE DUE SC XXyyy/date or
INVOL REISSUE DUE CANCEL XXyyy/date /
Refunds (for 074 documents only)
Travel agents may process full refunds directly in GDS in the following cases: UN received for any flight cancellation (AFKLDL or OA)
Time Change (TK) for AFKLDL/OA flights of more than 3 hours.
Same day departure delays of more than 3 hours on any AFKLDL operated flights.
Same day departure delays of more than 90 minutes on intra-European KL flights only.
No waiver from AFKL Trade Support is required.
In case of partially used tickets, travel agents are required to submit their request via BSP link.
Updated:16 May 2013