Special Conditions

When booking a flight with KLM, you agree to our General Conditions of Carriage for both you and your baggage. Make sure to read these additional conditions as well.

Special Conditions form part of the General Conditions of Carriage. Special Conditions contain the applicable rules that arise from local laws and regulations and that apply specifically in a particular country or region. Special Conditions may therefore deviate from the General Conditions of Carriage. You are expected to always read both the General Conditions of Carriage and the applicable Special Conditions of the country or region where you book your ticket.

Read the full General Conditions of Carriage

Online booking

You can book flights for a maximum of 9 passengers (adults and children) per booking. Each adult may accompany an infant traveling on their lap.

Your booking is confirmed when you receive a booking reference. A confirmation e-mail containing all of the details of your booking will also be sent to the e-mail address you provided.

Keep in mind that, in accordance with the provisions of the EU regulation, the customer's right to withdrawal does not apply to airline tickets.

Fares

Fares quoted include all taxes, except where taxes are collected locally at the airport. Fares are only guaranteed when you have a booking reference.

Online payment

To pay online, you need a debit or credit card. The payment will be debited immediately from the card by KLM. In some countries, you can use other payment methods, such as bank transfer, Apple Pay, or local payment methods.

Payment is fully secured by encryption conforming to the highest industry standards.

Special conditions for the United Kingdom website

Alternative Dispute Resolution

You can submit a complaint via our online system.

Make a claim

Passengers have the right to contact the customer care department of the Carrier with their claims if they are dissatisfied with the services provided by the Carrier. Passengers, who have already contacted the Carrier with their claim and remain dissatisfied with the outcome of their claim assessment, have the right to seek an out-of-court settlement.

There are several Alternative Dispute Resolution schemes for the aviation sector in the United Kingdom. The Carrier is signed up to the services of ‘AviationADR’ and is therefore willing to submit itself to its ADR procedure. AviationADR can be contacted via the following channels:

Consumer Dispute Resolution AviationADR 12-14 Walker Avenue Stratford office Village Wolverton Hill Milton Keynes MK12 5TW

T: 0203 540 8063 E:Aviation@cdrl.org.ukW:http://www.cdrl.org.uk

AviationADR is approved by the Civil Aviation Authority to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for consumer disputes (Competent Authorities and Information) Regulations 2015.

You can do so if you have concerns relating to:

  • denied boarding, long delays or cancellation of flights
  • the destruction, damage, loss or delayed transportation of baggage, or
  • issues related to the carriage of passengers with reduced mobility

Provided that :

  • you have already contacted the Carrier about your concerns and have not received a reply within 60 days or
  • you are dissatisfied with the way your concern has been handled or disagree with how your claim was processed by the Carrier.

For your information

Don't forget to send original supporting documents which will allow us to process your request: these include invoice, ticket receipt, boarding pass, etc.