faq / Flying Blue
Questions
Answer
1. I have lost my PIN code: what shall I do?
2. I am a new member, and I am still waiting for my card. When will I receive it?
3. I have received 2 different Flying Blue cards. What shall I do ?
4. I have just enrolled. Can I credit a flight taken 2 weeks ago?
5. I have just enrolled. Can I credit a hotel stay made 2 weeks ago?
6. My card has been stolen: what can I do?
7. How can I change my personal data ?
8. How to obtain a duplicate card ?
9. How can I get a programme brochure ?
10. There is a misspelling in my name: how can I correct it?
11. I have checked my balance and some flights are missing. What can I do ?
12. Until when can I ask for retroactive credit?
13. What shall I do to get an automatic credit of my Miles ?
14. Does an award ticket allow miles allocation?
15. Can I enrol my children?
16. What to do if I do not want to become a member of the new Flying Blue programme?
17. I still have a voucher for a non airline partner, an upgrade or an excess baggage. Is this voucher still valid with the new programme?
18. Once the new program has started, will it be possible to modify a Fréquence Plus or Flying Dutchman award ticket?
19. I don´t have enough Miles for an award. Is it possible to buy additional Miles?
20. I have received a Mileage summary by mail, but I have lost it. Can I ask for a copy ?
21. Do I receive regular mileage summaries?
22. I flew business class but received a credit for economy class ? Can I have this situation updated?
23. How can I claim Miles from a non airline partner?
24. Can I modify an award ticket?
1. I have lost my PIN code: what shall I do?
You can claim for a new PIN code directly online (www.airfrance.com or www.klm.com).
Or you can also contact your Customer Service Centre, by mail or fax. You will then receive your PIN code by post within 2 weeks.
2. I am a new member, and I am still waiting for my card. When will I receive it?
Your Flying Blue Ivory card is sent out as soon as the first airline activity is credited on your account.
Please note that no Flying Blue card will be sent before June 15th.
3. I have received 2 different Flying Blue cards. What shall I do ?
If you have received 2 different cards, just send a copy of both cards to your Customer Service Centre, which will merge your accounts. You will of course keep all your Miles accumulated on both accounts.  

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4. I have just enrolled. Can I credit a flight taken 2 weeks ago?
Yes, retroactive credit is allowed if flights have been taken not more than 3 months before enrolment.
5. I have just enrolled. Can I credit a hotel stay made 2 weeks ago?
No, for all our non-airline partners, credit is only allowed after enrolment.
6. My card has been stolen: what can I do?
Just inform your Customer Service Centre (Internet, mail, or fax), and a new card will be created. You will of course keep all your accumulated Miles.  

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7. How can I change my personal data ?
You can change your address and contacts online (www.airfrance.com or www.klm.com).
You can also contact your Customer Service Centre by mail or fax.
8. How to obtain a duplicate card ?
You can ask for a duplicate card by email on Air France and KLM websites, by regular mail or by fax to your Customer Service Centre.  

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9. How can I get a programme brochure ?
You will receive a programme brochure with your welcome kit.
You can also find complete information about Flying Blue on Air France and KLM websites.
10. There is a misspelling in my name: how can I correct it?
For misspellings, or if you have changed your name, send a letter to your Customer Service Centre, along with an ID proof.
11. I have checked my balance and some flights are missing. What can I do ?
You can update your balance directly online for most Air France and KLM flights (www.airfrance.com or www.klm.com).
For SkyTeam airline partners, just send to your Customer Service Centre a copy of the ticket and the original boarding passes.
Remember to mention your membership number when making a reservation.
12. Until when can I ask for retroactive credit?
All claims for retroactive credit should be made within 6 months.
13. What shall I do to get an automatic credit of my Miles ?
Just mention your membership number when making a reservation and at the check-in. It is safer though to keep the original of your travel documents until Miles are credited on your account.
14. Does an award ticket allow miles allocation?
No, you cannot earn miles when travelling with an award ticket.
However, a paid flight upgraded with an award entitles you to earn Award Miles. In that case, the class of travel taken into account for accrual, is the initial class of the paid ticket.
15. Can I enrol my children?
Yes, any child over 2 years old can register to Flying Blue.  

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16. What to do if I do not want to become a member of the new Flying Blue programme?
You don’t have to become a member of Flying Blue and you can continue to benefit from the old programme (Fréquence Plus or Flying Dutchman) during a period of 6 months from the date of launch of the Flying Blue programme.
Nevertheless, you will not benefit from all the advantages of the new programme. And in that case you have 6 months to use all your Fréquence Plus or Flying Dutchman Miles.

If you do not wish to become a member of the new programme, please write to your Customer Service Centre, as soon as possible, because otherwise you will automatically become a Flying Blue member.  

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17. I still have a voucher for a non airline partner, an upgrade or an excess baggage. Is this voucher still valid with the new programme?
Yes. The voucher’s validity remains the same.  

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18. Once the new program has started, will it be possible to modify a Fréquence Plus or Flying Dutchman award ticket?
Yes, Fréquence Plus or Flying Dutchman award tickets can still be modified after Flying Blue launch.  

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19. I don´t have enough Miles for an award. Is it possible to buy additional Miles?
It is not possible to combine Miles and money for an award request.
However, Flying Blue entitles you to one-way award tickets on Air France and KLM operating flights, starting from 10.000 Award Miles.  

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20. I have received a Mileage summary by mail, but I have lost it. Can I ask for a copy ?
There is no possibility to issue a duplicate of your mileage summary.
You can check your account online, including the balance of your Miles and your registered activities.  

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21. Do I receive regular mileage summaries?
A mileage summary is sent out every 2 months by email or by post to all Elite members, and to Ivory members with, at least, one activity registered over the last 2 months.
You can also check your account online at any time (www.airfrance.com or www.klm.com)  

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22. I flew business class but received a credit for economy class ? Can I have this situation updated?
Yes, a class adjustment is possible.
For Air France and KLM flights, you simply have to send a copy of your ticket and of your boarding passes to your Customer Service Centre.
For SkyTeam and airline-partners adjustments, you have to send a copy of your ticket as well as your original boarding passes to your Customer Service Centre.
If you paid for an upgrade, you must also enclose a copy of a payment proof Please note that Miles are credited based on the fare paid.  

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23. How can I claim Miles from a non airline partner?
Just send the original of your invoice to the Customer Service Centre.
After checking and acceptance from our partner, the Miles will be credited on your account. Give us 2 months for the credit on your account.  

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24. Can I modify an award ticket?

Yes, if the ticket is not issued, any change is possible free of charge.

Once the award ticket is issued, you can change it for against 40€ administrative fees (free of charge if Open Miles award ticket).

  • Before departure: You can change the date and destination (in the same zone)
  • After departure: only the date can be changed.

Please note that a cancellation will require a new booking to be made without delay.
If you cannot make a new booking immediately, you can request to have your ticket reimbursed. Administrative fees of 40 euros are also applicable.

 

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