1. DATE: 05SEP2012 AFKL BSP REFUND PROCEDURES Pour modifier la date : Menu « Affichage », « En-tête et pied de page ». Personnaliser vos informations de date. Cliquer su « Appliquer partout ».

2. AGENDA KLM REFUND PROCEDURES AF REFUND PROCEDURES GENERAL RULES REFUND CALCULATION REFUND HANDLING FEE CONTACT INFORMATION QUESTIONS

3. KLM REFUND PROCEDURES

4. REFUND VIA GDS Refunds need to be processed directly via GDS in case of: Fully unused tickets. Fully unused tickets due any AFKL operated flights are cancelled /delayed 5 hours or more within the same calendar month. Fully unused Non Refundable tickets with a waiver from KLM Sales department within the same calendar month when a waiver is given. Full refund in the exceptional cases with an authorization from KLM Sales department beforehand.(e.g.name change etc.) Partially unused tickets. (pending on process with GDS)

5. REFUND VIA BSP LINK Refunds need to process via a Refund Application in case of: Death or illness. (medical/death certificate in English should be attached) Visa refusal before departure with attached official visa refusal document. Involuntary/voluntary downgrading(downgrade refunds should be submitted with attaching a boarding pass as proof) Refund of fully unused or partly used tickets due a cancelled flight/delayed 5 hours or more are not processed within the same month of cancellation/delay.

6. REFUND VIA BSP LINK System or other failure in e-ticket status(coupon status is not open) Delayed flight less than 5 hours Force majeure(snow,volcano,etc.) Perfect dupe : same routing, flight number and flight date New ticket issued due to cancelled flight Other airline schedule changes/cancelled flights Refund of exchange document: ticket was reissued by the airline

7. REFUND AUTHORIZED Refunds can authorize full refund without any waiver in case of: Perfect dupe: same routing, flight number and flight date Involuntary schedule change New ticket issued due to cancelled flight Other airline schedule change Delay less than 5 hours if there is a misconnection Visa refusal before departure Force majeure(volcano,snow, earthquake, etc.)

8. PREWAIVERS REFUND Refunds need to get a waiver or authorization from Sales department beforehand in case of: Name change Duplicate ticket but not perfect dupe System failures/GDS technical problems such as double ticketing/printing problems New ticket issued (replacing traffic) Refund date(e.g.24hours/weekend) Commercial waiver:incorrect fare used and wants to refund etc. In case outside the one listed in AFKL Refund Guideline

9. AF REFUND PROCEDURES

10. REFUND VIA GDS Refunds need to be processed directly via GDS in case of: Fully unused tickets. Fully unused Non Refundable tickets with a waiver from Air France Sales department within the same calendar month when a waiver is given. Full refund in the exceptional cases NAME CHANGE with an authorization from Air France Sales department beforehand. Partially unused tickets. (pending on process with GDS)

11. REFUND VIA BSP LINK Refunds need to process via a Refund Application in case of: Death or illness. (medical/death certificate in English should be attached) Visa refusal before departure with attached official visa refusal document. Flight cancelled or delayed, airport closed, weather problem and crew strike.

12. REFUND VIA AIR FRANCE OFFICE Refunds need to process via Air France office in case of: Involuntary/voluntary downgrading refunds should be submitted with attaching a boarding pass and PNR print out as proof. System or other failure in e-ticket status: the coupon status is not open. Refund of exchange document: the ticket was re-issued by Air France (refunds should be submitted with attaching a letter of a refund request).

13. REFUND VIA AIR FRANCE OFFICE Steps to process the refund directly at Air France office. Send an official letter of refund request to AF office. Attached original e-ticket and new e-ticket was exchanged by AF. Attached a boarding pass and PNR print out in case of refund downgrading. The refund handling time is at least 1 month. The form of payment of the refund will be on CHEQUE payment.

14. PRE-WAIVER REASON ON REFUNDS Refunds need to get a waiver or authorization from Air France Sales department beforehand in case of: Name change Death or illness Visa refusal before departure Double ticket issued on same flight/date/booking class/fare basis/name Refund date (e.g.24hours/weekend) Involuntary/voluntary downgrading

15. GENERAL RULES – Important Information Age of document ( refund deadline) - Fully unused: one year from the date of issue - Partial used: one year from the last travel date Refund deadline of expired tickets a maximum of 18 months after the date of issuance with a fee of EUR 35 applies. ( for AF tickets) Coupon status – must always show status OPEN Fuel surcharge (YQ/YR) - YR/YQ tax of Non Refundable coupon is NON REFUNDABLE, coupons which can be refunded with or without a cancellation fee are considered to be refund Name change fee EUR 50 (for KL tickets). Please contact KLM for a refund authorization beforehand. Refund via BSP link with a refund fee THB.1400 applies for refunds which could have been done directly via GDS.

16. GENERAL RULES – Reminders If a ticket has already processed a refund in GDS, it cannot process the same via a Refund Application in BSP link. Please note that the agents should be send the Refund application to Air France office for follow up the refund. (AF only) PNR cancellation is the responsibility of the agent but the coupon status will be changed by KLM refund department except AF tickets the agent need to changed the coupon status before sending the Refund Application to AF office. Refund Application should be filled correctly by the agent: Fill out fare and tax amount / Note the reason for refund / Attached relevant document. If the applicable ticket is exchanged, refund should be processed for the new ticket. The Refund Application is accessible via BSP link within 16 months, after that time no follow up is possible. Incomplete refund or Refund Applications in BSP link for refunds which could have been done directly via GDS can be rejected.

17. REFUND CALCULATION

18. REFUND AMOUNT – Total Refund Unused Non Refundable ticket Example: A customer purchased T class Non refundable ticket from BKK-AMS- BKK. The customer is unable to travel due MEDICAL REASON and requests the total refund of the ticket with a refund waiver. Fare paid on T class :THB.20,500 Taxes paid : THB.13,460 (11570YR/700TS/600RN/80VV510CJ) Fare refund :THB.20,500 Taxes refund :THB.1,890 (YR tax is NON REFUNDABLE) Cancelation fee : 0 (waived) Total refund amount : THB.22,390

19. REFUND AMOUNT – Total Refund Unused Non Refundable ticket Example: A customer purchased T class Non refundable ticket from BKK-AMS-BKK via travel agent. The customer noticed that his/her name is not correct and requests to the agent to issue a new ticket and the total refund of the original ticket with a refund NAME CHANGE waiver. Fare paid on T class :THB.20,500 Taxes paid : THB.13,460 (11570YR/700TS/600RN/80VV510CJ) Fare refund :THB.20,500 Taxes refund :THB.1,890 (YR tax is NON REFUNDABLE) Cancelation fee : 0 (EUR 50 if no a waiver beforehand on KL ticket) Total refund amount : THB.22,390

20. REFUND AMOUNT – Total Refund Combine a Non Refundable ticket Example: A customer purchased a ticket from BKK-AMS-BKK combining T class Non refundable outbound flight with a return L class which is refundable with a THB.3,000 charge. The customer no longer wishes to travel and requests the total refund of the ticket. The return coupon on L class can be refunded with a charge of THB3,000

21. REFUND AMOUNT – Total Refund combine a Non Refundable ticket Fare paid on T+ L class :THB.24,250 Taxes paid : THB.13,540 (11640YR/700TS/605RN/80VV/515CJ) Fare used : THB.10,250 (1/2 RT TSRTH NUC 324.74 x ROE 31.563000) Fare refund : THB.14,000 (1/2 RT LSFTH NUC 443.55 x ROE 31.563000) Taxes refund : THB.7,720 ( ½ YR tax THB.5,820 is NON REFUNDABLE) Cancelation fee : THB.3,000 Total refund amount : THB.18,720(THB.14,000+7,720-3,000) Total refund amount : THB.22,390 ½ Return L class fare LSFTH NUC 443.55 can be refunded.

22. REFUND AMOUNT – Partially used The unused part of the ticket can be refunded if the conditions of the fare permitted. The amount of the taxes for unused flight coupons can be refunded. Fare must be recalculated according to the flight coupons which have been used. The refund given will be the difference between the fare paid and the applicable fare for the journey flown.

23. REFUND AMOUNT – Partially used Example: A customer purchased a ticket from BKK-AMS-BKK on Business Z class with a fare basis ZFFTH. The customer no longer wishes to travel for a return trip from AMS to BKK and requests the unused flight coupon to be refunded.

24. REFUND AMOUNT – Partially used Fare paid on ZFFTH : THB.91,000 Fare used : THB.74,200 (OW lowest Business class fare IFFWTH) Fare refund : THB.16,800 Tax paid : THB.17,390 (15490YR/700TS/605RN/80VV/515CJ) Tax used : THB.8,445 (tax OW BKK-AMS-7745YR/700TS ) Tax refund : THB.8,945 Cancellation fee : NONE Total refund amount : THB.25,745(16,800+8,945)

25. REFUND AMOUNT – Partially used How to check the fare and taxes of used coupons >FQPBKK/AKL/D20AUG/CZAMS/R,BKK.BKK,13AUG12 A=carrier D=date of travel C=class of booking R=point of sale and ticketing, date of issued Taxes used

26. REFUND APPLICATION FORM-BSP link Fill in the reason for refund

27. REFUND APPLICATION FORM-BSP link Fill in the fare and taxes

28. REFUND HANDLING FEE – BSP Link Refund handling fee EUR 35 or THB.1400

29. AF/KLM CONTACT INFORMATION If you have any questions, Please contact : AF/KLM TRADE DESK SUPPORT TEL: 02 680 9699 Fax : 02 680 9680 Email: mail.afklagentdesk.th@airfrance.fr