Your KLM refund is taking forever…
You requested a full refund for cancellation, and now you are waiting. Maybe you just got a message from them explaining the situation, or maybe you haven’t yet heard back from them. Although all situations are different, there’s one thing you should know. In the EU these things are regulated. And, according to the law, your KLM refund should be paid within 7 days.
What to do if it’s taking longer than that?
KLM Refund Is Taking Forever: Step-By-Step Plan
Whenever an airline cancels a flight, they must offer you a refund.
For example, in the European Union if KLM cancels a flight they have to offer you a choice between a full refund and a new flight. It’s important to understand that sometimes you can only get a refund, but sometimes — refund and flight cancellation compensation.
Step 1: Contact KLM
Contact KLM customer support via their website.
Unless it’s something unexpected and huge, like a beginning of a global pandemic, they should be getting back to you in less than a week. If you don’t hear back from them after a week, send a few more messages. Repeat this after a few days, if that’s what it takes to get noticed.
Step 2: Contact KLM via Social Media
If you don’t hear back from KLM, use social media.
If after a couple of weeks of emails and WhatsApp messages, there’s still no response, use Facebook and Twitter to reach KLM. Remind them about the 7 day deadline. Refer to the Regulation (EC) No 261/2004, Article 5 and 8.
Step 3: Don’t Agree to Vouchers
Your refund should be paid to your bank account.
You don’t have to accept KLM vouchers or coupons.
Step 4: Contact the National Enforcement Body (NEB)
There’s such an institution in every member state of the EU.
Contact the NEB of the country your flight is from. If your flight is from Germany, contact the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it’s a flight from a country outside the EU, contact the NEB of the destination country. You can find all the contact details of these organizations here on this page.
Learn more about this here.
While the third option is the most effective, it’s also the most time consuming. Almost always it takes around 2 months until the respective NEB comes to a decision. And then you have to wait until KLM makes a payment. For the best result, keep on reminding about yourself on KLM’s social media pages and using other channels of communication.
Share your experience in the comments!