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Trouble getting a refund from KLM on ticket to Venice

I signed up for the April 3rd to April 12 Venice, Florence, and Rome Italy trip. After RSE Europe cancelled the trip, they refunded my money no problems. I knew I could count on RSE being a great organization to deal with. Unfortunately, not KLM. My flight on April 1st to Venice, changes planes in Amsterdam, and then goes on to Venice. All flights in and out of Venice are cancelled. I asked for a refund. They offered me 80 dollars on a 920 dollar ticket. I haven't been able to get thru to them by phone but I assume that just covers the short hop to Venice. I'm guessing they aren't refunding the cost of the Washington to Amsterdam leg or the return from Rome. Has anybody had any success getting a refund on flights to Italy.

Posted by
13808 posts

I'd keep trying with KLM. I got an email from them (signed by the CEO) today part of which said:

"No change fee: I also understand that your concern may not be about your journey with KLM, but about the many unknowns about the situation on the ground at your destination. That’s why you can book your KLM flight with the confidence of being able to change your booking without a change fee. We are in constant touch with all the relevant authorities to adjust our network as required. This means that we can immediately respond when new travel restrictions are announced. For the latest information on flight status, please visit our travel advisory page or use the KLM app and let us keep you posted 24/7 with push messages."

I am happy to forward you the whole email if you want to PM me your email address.

Posted by
8258 posts

Was this all on one through ticket? You should be entitled to a full refund if they cancel flight that would keep you from arriving at the destination that you paid for. I think it is important to remember that all airline help desks are completely slammed right now.

Be patient. I think that $80 was probably the taxes connected with your flight. When you finally get to talk to a real person, this should work out better.

I believe the email Pam quotes is for new reservations.

Posted by
996 posts

KLM sent another email today which indicates that you should be able to obtain a refund. If all else fails, hang up and call again. Fingers crossed for your success!!!

Posted by
475 posts

I was notified yesterday that the Amsterdam-Rome leg of our upcoming flight (leaving the US on March 15) had been cancelled. It took quite a few tries, but I eventually reached the KLM call center. The refund process is quick and easy; our entire r/t ticket (PDX-Rome) is being refunded. The phone number I used is 1-800-618-0104. Do be patient--it could be that your travel date is outside of the official cancellation dates for now; these dates are changing every day. (That's why I held out, waiting for cancellation instead of rebooking.) I'm sure you will get things worked out once you reach a customer service rep.

Posted by
9 posts

Thanks to all the people who responded to my post. The Rick Steves community is the best

Posted by
4 posts

Don't give up just yet. I was scheduled for my 1st RSE tour, VFR, beginning on March 20th. My flights were from Indiana, booked to VCE on the 17th w/connections in DTW & AMS and a return from FCO w/con. in AMS & DTW back to Indiana on 31st. Ticket was booked w/Delta - but the legs to/from VCE were on KLM. When the tour was canceled I got in touch w/Delta and 2 different reps advised that I sit tight and wait for my flight to be canceled in order to get refund vs. credit waiver.

The waiting & watching has been nerve wracking the closer I got to flight date. Yesterday I received an email, from KLM, that my flight into VCE was canceled (hooray!!) and they would notify me if they found another flight. As I didn't want another flight, only refund, I contacted Delta yesterday just before noon and was supposed to get a call-back ~ 4 hrs. later. Call did not come so tried again & after multiple attempts to get through had a new call-back time ~ 6 hrs. later which would have been 11pm.

That call-back finally came shortly after 9am this morning. The rep was terrific! She said the cancellation of that one KLM leg made me eligible for a refund, which she processed, and said would take ~ 7 business days to hit my credit card. Before we concluded the call I had an email from Delta re: refund request & transaction ID#. It does not show the dollar amount but she quoted me the full ticket price in our conversation. So far, so good. Wishing you the best!

Posted by
399 posts

One way I judge a company I may do business with is how they react when things go wrong. Some step up to the plate and treat the customer as a person of value. Others..... show me that I need to look further.

When people ask me why I have taken a number of tour with RS, I will remember these stories about how people easily changed tours and/or got their refund from his business.

Alas, for we travelers, airlines fall into the category of "you can't live with 'em, and you can't live without 'em". Delta seems to be doing somewhat better than the other two major airlines in the USA. I do wish they would give us a reasonable amount of time to use non-refundable ticket money. At least 18 months. Most of us can't easily schedule another 2-3 week vacation at the snap of our fingers.

I do feel for RS employees. This can't be a good time for them. I hope it works out well for them.

Posted by
33 posts

We had KLM tickets purchased for AMS-Rome from 3/28 -4/1. I cancelled via twitter a week ago (seems like a month ago...) I got a voucher for the full amount good for one year from date of purchase. I never got an email but on the app it shows 4 ticket numbers (there are 4 of us) and I know that is the voucher since Delta uses the same type system. FYI only the app shows the numbers - not on the desk top site.
Anyway, for anyone stuck with a KLM voucher it can be used on Delta. I called Delta and gave them one of the KLM voucher numbers and she said "yep we can use it". So at least we will have a better shot at using it for a domestic flight. I wanted to pass this along in case anyone else ends up with a KLM voucher.
I had started by trying to call - I called the US number and after a miserable wait to get someone she said "you have to call the Amsterdam office we can't do it here" so I asked for a transfer, she did and then we got disconnected. I then did it all via twitter.