Fine and heavy warning for KLM for non-refundable tickets


KLM will be fined 40,000 euros and a so-called order punishable by a penalty of up to 500,000 euros, the Vacuum Inspectorate for the Environment and Transport (ILT) said on Tuesday. The airline did not wrongly offer travelers on canceled flights who had booked a KLM ticket through a travel agency the choice of getting a refund or taking another flight.

In addition, the company did not reimburse people who had booked a ticket through the bankrupt D-reizen.

If people book a trip through an online or physical travel agency, including a KLM ticket, and that flight is subsequently cancelled, they should receive a refund from KLM or be offered an alternative flight.

“KLM does not directly offer this choice to passengers”, according to the ILT, and it is obliged. “KLM has to adjust its website for this and is no longer allowed to refer to the travel agent.”

It does not matter where the passenger bought the plane ticket. “The airline remains liable for reimbursement if a flight is cancelled.”

The fine of 40,000 euros specifically relates to the settlement of D-reizen’s bankruptcy.

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