KLM refusing refund

[Rbecking]

We were due to fly tomorrow, the outgoing flights and return flights have been cancelled. I have spoken to KLM twice and they are refusing to do a refund saying they will only give a voucher.
I quoted EU regulation 261/2004 to them and they said they were aware of that but they said due to the coronavirus crisis they have changed their terms or something like that and won’t give refunds.
So what can I do now, do I need to try and claim through credit card company or travel insurance?

[JanetteP]

I would go to my credit card company first. That's really awful, hope I'm not in the same position with Tui.

[Lu Lu]

But it's a law/ EU regulation therefore they can't just change their terms - have you looked at mse.com to see if there is anything on there?

[cornishfrogboy]

The problem for KLM is that the law overrides any terms and conditions that they may choose to make.. or in their case change after the signing of a contract to their advantage.

If they break the law, then they face the consequences.

I take it that a credit note is no use because after that conversation, you have lost all trust in Air France/KLM ?

[TractorBoy]

Surely they can't change the law to suit themselves. They are breaking the law!

[cornishfrogboy]

Originally Posted by TractorBoy

Surely they can't change the law to suit themselves. They are breaking the law!

See more...

They are not even changing the law, merely their T’s and C’s. Those in any case have to be compliant with law.

That is why companies have a legal department.. to ensure that they are compliant and thus avoid successful litigation.

[nth09]

Originally Posted by cornishfrogboy

They are not even changing the law, merely their T’s and C’s. Those in any case have to be compliant with law.

That is why companies have a legal department.. to ensure that they are compliant and thus avoid successful litigation.

See more...

They can neither change their terms and conditions and retrospectively apply them to your booking nor can they change the law. They can try to see what they can get away with, which is what they are doing. The law is clear on this through EU261. Two possibilities - credit card company under section 75 may work small claims court certainly would!

[Cosworth]

It may be worth contacting BBC Rip Off Britain - Holidays. They often have success at dealing with holiday companies on peoples' behalf.
Do not accept a credit note; if the company does not survive this crisis, the note may be worth less than tolet paper.
Sorry to read that you are in this situation and hope you get it resolved.

[Mpet]

I would ask for confirmation by email that they won't refund for cancelled flights, then go straight to my credit card company/bank and raise a chargeback of Section 75 claim depending on how/when you paid.

[Disney Nanny]

I would also say you are going to share their responses on all social media.
I'm not saying this will solve your problem with them, but you are being honest and upfront about what you will be sharing. Funnily enough some companies then put in writing how they will help you!
I will now never use KLM, so just this one post will of turned some people!
Good luck in these hard times