Notice on Customer Protection and Safety Policy
Service Plan for KLM Royal Dutch Airlines Passengers
1. Flight cancellations and delays
The KLM Royal Dutch Airlines website will provide the quickest and most accurate updates on flight information to minimise customer inconvenience. If you had to wait for your flight somewhere that is not your residence, was held back during a layover before reaching your final destination, or experienced difficulty connecting to your next reserved flight, we will do all that we can to provide alternative flights or offer food and accommodation while you are waiting.
2. Issues regarding checked in baggage
We will respond to any issues regarding check-in baggage in a timely manner and do our best to return the baggage to you. Any reports on lost, delayed or damaged baggage will be immediately attended to. Compensations will be made on the basis of domestic law and/or the Montreal Convention.
3. Denial of boarding due to overbooking
If a flight departing from Korea is overbooked, we will do our best to minimise the number of denied boarding by first seeking passengers who will voluntarily take a later flight. For any passengers who were involuntarily denied boarding, compensations will be made according to the “Regulations on Consumer Dispute Resolution (KFTC Notification).”
4. Refunds on cancelled flights
Refunds on international flights will be made within 6 weeks after a claim for refund is received. KLM will do its utmost to process the refund as quickly as possible.
5. Information on boarding gate and flight, etc.
The boarding pass you receive during check-in contains information about your flight and the boarding location. You may also receive this information in advance via our website. If you were unable to board the flight due to our failure to provide such information, we will do our best to compensate for the losses incurred. Please note that boarding gates change due to circumstances at the airport, so please make sure to check the departure board.
6. Long delays on the tarmac
If a flight departing from a domestic airport with passengers already boarded is delayed for a substantial amount of time, we will do our best to deliver quick and accurate information regarding the delay and provide necessities such as food and water in compliance of the Standard on the Protection of Air Transportation Users.
7. Clear communication on conditions for booking cancelation, refunds and modifications
Prior to any ticket purchase, KLM Royal Dutch Airlines will notify the customer on our policies for booking cancellation and refunds, booking modification fees and exemptions, and time restrictions for the cancellation and refund of tickets (Conditions on Cancellations and Refunds). The conditions for cancellation, refunds, and other modifications will be presented in fonts of conspicuous size and colours so that they come easily to the attention of the customer.
8. Changes to flight information after the sale of tickets
- For any changes made in business plans for a flight departing from Korea, we will submit a report on our plans for customers who already booked and purchased tickets for that flight (alternative flights, cancellation and refund plans, etc.) to the Ministry of Land, Infrastructure and Transport (Regional Offices of Aviation).
- If a flight departing from Korea is delayed for more than 30 minutes, cancelled or rescheduled, we will notify all passengers via phone call and text message in a timely manner.
9. Duty to inform
- Customers who purchase tickets in Korea will be notified on information regarding check-in baggage, such as fees and maximum weight (number of baggage) allowance.
- For code-share flights purchased in Korea, information on the actual operating airline, fare differences between the selling and operating airlines and the location of the check-in desk will be provided.
- Aircraft seating charts that contain information on seating arrangements (legroom, width) and the location of emergency exits will be provided on our website.
- Details of baggage policy changes, such as fee changes, will be posted on our website for at least 3 months.
10. Restitution plan
- Installation and operation of interrupted passenger claim reception – domestic phone line available for customer consultations.
- Role and duty of department and persons in charge of customer restitution – make efforts to resolve, in a timely manner, customer complaints and claims received by the claim reception desk.
- Procedures for passenger restitution – carry out the restitution process quickly and fairly and report back to the customer with results within fourteen days after the request is received. In case more time is needed for special reasons such as translation, etc., report back to the customer with results within 60 days after the request is received (clearly state the specific reason for delay).
- Informing customers on the results of the restitution process – inform customers via e-mail.
11. Issues with using Miles
- We will do our best to ensure that no KLM Flying Blue Miles are mistakenly left behind. If any Miles are unaccounted for due to our oversight, we will provide restitution as soon as possible through the KLM Flying Blue Miles service desk.
- Any Miles that have expired without prior notice from the airline will also be compensated for as soon as possible through the KLM Flying Blue Miles service desk.
- For information on mileage earned from other SkyTeam airlines, please contact them separately.
12. Enhancing the travel experience of passengers with reduced mobility
KLM Royal Dutch Airlines will do its best to ensure that passengers with reduced mobility do not experience boarding difficulties due to our failure to install equipment that facilitate their travel.
*Read more information on KLM Royal Dutch Airlines code-share flights operated by Korean Air Read the Terms of Carriage of code-share operator Korean Air are available on the Korean Air website
*Read more information on KLM Royal Dutch Airlines code-share flights operated by Air France Read the Terms of Carriage of code-share operator Air France are available on the Air France website