Assistance and Compensation
In case of cancellations, delays,downgrading and denied boarding

This Notice is required by Regulation 261/2004 of the European
Parliament and of the Council of the European Union.

Version 5		Updated 07-2021

KLM5771-07.21 (ENGLISH)(SAP3043006)

THE RIGHTS REFERRED TO IN THIS BROCHURE
APPLY IN THE FOLLOWING CIRCUMSTANCES:••••

You have a confirmed reservation on the flight;
You are fully checked in at the time indicated or, if no time isindicated, not later than 45 minutes before the time of departure;
You are travelling on a fare available directly or indirectly to thepublic, or on a ticket issued under a frequent flyer programme;
You are travelling on a flight departing from an airport in the EU,or on a flight operated by a Community air carrier departing froman airport in a third country to an airport in the EU, unless local
legal regulation applies in that third country.

1 CANCELLATION
1.1 CANCELLATION ASSISTANCE
If your flight is cancelled, you may choose between:• rerouting to your final destination under comparable transportconditions as soon as possible as indicated by the carrier, or at alater date at your convenience, subject to the availability of seats;and• reimbursement for the part or parts of your journey that were
not made, and for the part or parts already made if the flight nolonger serves any useful purpose, taking into consideration theoriginal flight plan, and also a return flight to the first point of
departure as noted on the ticket (if applicable).
In addition, you will receive free of charge:• meals and refreshments in reasonable relation to the waiting time;• hotel accommodation in cases where an overnight stay or astay in addition to that which you originally intended becomes
necessary (transport included);• one prepaid phone card or the cost of two telephone calls (limitedto 5 minutes each), or 2 fax messages or 2 e-mails.

1.2 CANCELLATION COMPENSATION
If the cancellation is brought to your attention less than twoweeks before the planned departure date, you are not entitled tocompensation, as long as the departure and arrival times of the newflight are close to the original departure and arrival times:• a maximum of two hours before the scheduled departure timeand a maximum of four hours after the scheduled time of arrival
if you were informed between two weeks and seven days before
departure;• a maximum of one hour before the scheduled departure time anda maximum of two hours after the scheduled time of arrival if you
were informed less than seven days before departure.
This cancellation compensation cannot be paid at the airport andtherefore you need to contact Customer Care (see section 5). You
can choose between compensation offered in non-refundable
transportation credit voucher and refundable credit voucher (cash).

The non-refundable transportation credit voucher amounts are asfollows:A

Flights of 1500 km or less

EUR 350*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 500*

C

Flights not falling under A or B

EUR 800*

The refundable credit voucher (cash) amounts are as follows:A

Flights of 1500 km or less

EUR 250*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 400*

C

Flights not falling under A or B

EUR 600** This compensation may be reduced by 50% if the arrival time of thealternative flight does not exceed the scheduled arrival time of theflight originally booked by two hours (flights falling under A), threehours (flights falling under B) or four hours (flights falling under C).
The airline operating the flight is not required to pay compensation
if the cancellation is caused by extraordinary circumstances which
could not have been anticipated by the airline and if the airline hastaken all reasonable measures to avoid the cancellation.
This compensation scheme is based on EU Regulation 261/2004. If
you are departing from an airport outside the EU (but to a destinationin an EU country), local regulations and other compensation schemes
may apply. For more information, please contact Customer Care(section 5).

2 DELAY
2.1 DELAY ASSISTANCE
The assistance as described in this section is provided in the eventthat a flight is delayed beyond its scheduled time of departure for 2hor more.
You will be offered free of charge:• meals and/or refreshments in reasonable relation to the waitingtime;• hotel accommodation in cases where an overnight stay or astay in addition to that which you originally intended becomes
necessary (transport included);• one prepaid phone card or the cost of two telephone calls (limitedto 5 minutes each), fax messages or e-mails.
If you do not wish to continue with your initial travel plans when there
is a delay of at least five hours, you may opt for reimbursement forthe part or parts of the journey not made and for the part or parts
already made if the flight no longer serves any useful purpose, taking
into consideration the original flight plan. You may also opt for a
return flight to the first point of departure as noted on the ticket (ifapplicable).

2.2 DELAY COMPENSATION
If you have been delayed at arrival equal or more than 3 hours, after
the scheduled arrival time, you are entitled to compensation, except
if the delay is caused by extraordinary circumstances which could
not have been anticipated by the airline and if the airline has taken all
reasonable measures to avoid the delay. The compensation cannot
be paid at the airport and therefore you need to contact Customer
Care (see section 5). You can choose between compensation offered
in non-refundable transportation credit voucher and refundable creditvoucher (cash).
The non-refundable transportation credit voucher amounts as follows:A

Flights of 1500 km or less

EUR 350*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 500*

C

Flights not falling under A or B with a delay beyond 4h

EUR 800*

And the refundable credit voucher (cash) amounts for as follows:A

Flights of 1500 km or less

EUR 250*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 400*

C

Flights not falling under A or B with a delay beyond 4h

EUR 600** This compensation may be reduced by 50% for flights of more than
3500 km if the arrival time of the delayed flight is between 3 and 4
hours after the scheduled arrival time.
This compensation scheme is based on EU Regulation 261/2004. If
you are departing from an airport outside the EU (but to a destinationin an EU country), local regulations and other compensation schemes
may apply. For more information, please contact Customer Care(section 5).

3 DENIED BOARDING CONDITIONSIn the event of an overbooked flight, the airline will call for volunteers
who are prepared to surrender their confirmed reservation inexchange for an agreed compensation in Transportation Credit
Vouchers. We will also offer the appropriate assistance as describedin section 3.1 below.
If not enough volunteers can be found and you are denied boarding
against your will, you are entitled to denied boarding assistanceand compensation providing you have met the latest check-in timerequirements. You are not entitled to this if there are reasonablegrounds to deny boarding, such as reasons of health, safety, security
or inadequate travel documentation.

3.1 DENIED BOARDING ASSISTANCE
You may choose between:• rerouting to your final destination under comparable transportconditions as soon as possible as indicated by the airline, or at alater date at your convenience, subject to the availability of seats;and• reimbursement for the part or parts of your journey that were
not made, and for the part or parts already made if the flight nolonger serves any useful purpose, taking into consideration theoriginal flight plan, and also a return flight to the first point of
departure as noted on the ticket (if applicable).
In addition, you will receive free of charge:• meals and refreshments in reasonable relation to the waiting time;• hotel accommodation in cases where an overnight stay or astay in addition to that which you originally intended becomes
necessary (transport included);• one prepaid phone card or the cost of two telephone calls (limitedto 5 minutes each), fax messages or e-mails.

3.2 DENIED BOARDING COMPENSATION
If you have been denied boarding against your will, compensation will
be offered at the airport. You can choose between non-refundable
transportation credit voucher and refundable credit voucher (cash).
The non-refundable transportation credit voucher amounts as follows:A

Flights of 1500 km or less

EUR 350*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 500*

C

Flights not falling under A or B

EUR 800*

And the credit voucher refundable (cash) amounts as follows:A

Flights of 1500 km or less

EUR 250*

B

Flights within the EU of more than 1500 km, and allother flights between 1500 and 3500 km

EUR 400*

C

Flights not falling under A or B

EUR 600** This compensation may be reduced by 50% if the arrival time of thealternative flight does not exceed the scheduled arrival time of theoriginal flight by two hours (flights falling under A), three hours (flightsfalling under B) or four hours (flights falling under C).
This compensation scheme is based on EU Regulation 261/2004. If
you are departing from an airport outside the EU (but to a destinationin an EU country), local regulations and other compensation schemes
may apply. For more information, please contact Customer Care(section 5).

4 DOWNGRADING
If you are involuntarily placed in a lower class than that for which yourticket was purchased, you may request reimbursement of:
A. 30% of the flight price for all flights of 1500 km or less, orB. 	50% of the flight price for all flights within the EU of more than
1500 km, and all other flights between 1500 and 3500 km, or
C. 75% of the flight price for all flights not falling under A or B.

5
 REIMBURSEMENT REQUESTS,CANCELLATION AND DELAYCOMPENSATION CLAIMS AND OTHERINQUIRIESAs described above, if you do not wish to pursue your initial travelplans because:• your flight is cancelled, or• your flight is delayed for at least five hours, or• you have been denied boarding against your will.
You may request reimbursement for the part or parts of the journey
you have not made and for the part or parts already made if the flight
no longer serves any useful purpose, taking into consideration youroriginal flight plan.
All requests for reimbursement and compensation must be addressedto the carrier that actually operated the flight or was supposed tooperate the flight.
If you wish to get in touch with Air France/KLM regarding areimbursement request, a compensation claim or with any otherinquiry, please contact the local Air France/KLM Customer Careoffice, preferably by e-mail. Contact details can be found at www.
airfrance.com or www.klm.com.

6 NATIONAL DESIGNATED BODIES
Each EU member state has designated a body responsible for theenforcement of the compensation and assistance rules as outlined inthis Notice.
Contact details here:
http://ec.europa.eu/transport/themes/passengers/air/doc/2004_261_national_enforcement_bodies.pdf
If you want to claim compensation for your flight disruption,
without having to pay a handling fee to a third party, the EuropeanCommission advises passengers to contact directly the carrier andnot to do it at a claim agency. (Contact details are available throughthe website of the airline operating the flight).