KLM WiFi Voucher Terms and Conditions

In addition to the General Terms and Conditions of Sales of KLM, the following KLM WiFi Voucher
Terms and Conditions (below Q and A) apply to the WiFi Vouchers issued by KLM N.V. By
purchasing a WiFi Voucher, you accept the applicability of these specific product conditions,
hereafter called the WiFi Voucher Terms and Conditions.

WiFi on board your KLM aircraft

Which KLM aircraft are equipped with WiFi?

All KLM Boeing 787 Dreamliners, Boeing 777 and A330 aircrafts are or will be equipped with an
internal network (the "KLM Portal") and an internet connection.

How do I connect with the KLM Portal?

• Turn on your device switch to Airplane mode and enable WiFi

• Select “KLM_WiFi” from the list of available networks
• Open your web browser to access KLM’s onboard portal. If you are not automatically
redirected to KLM’s Inflight Portal, please type ‘connect.klm.com’ in your browser address
bar and go.

What will I find on the KLM Portal?

On the KLM Portal, you will find diverse content offered by KLM. This content is property of KLM.
Use of the KLM Portal is free of charge.

Who provides the internet connection?

The internet connection is provided by Panasonic, KLM’s Internet Service Provider (ISP). Panasonic
is responsible for the functioning of the internet connection during the flight.

What do I need to connect to the internet?

If you wish to connect to the internet, you can purchase a WiFi Voucher (the “WiFi Voucher”) on
the KLM Portal. Every WiFi Voucher contains a unique code consisting of 8 characters (the "WiFi
Voucher Code"). With this WiFi Voucher Code, you can activate the Panasonic internet connection
through the KLM portal.

WiFi Voucher
How do I purchase a WiFi Voucher?

The WiFi Voucher can be acquired through the KLM Portal by clicking “Select” at the voucher
overview. If already logged in you will then be directed to the payment options page or if not
logged in to the logon page. After selecting the form of payment and to continue the generic
payment flow you will have to accept the:

• General Sales Term and Conditions for Shop @KLM

• KLM WiFi Voucher Terms and Conditions
• Terms of Service of Panasonic
• Panasonic’s privacy policy notice

After you successfully completed your payment your purchase will be added to your booking.
Can I purchase a WiFi Voucher for someone else who is listed in my booking?

Yes, if one or more persons are listed in your booking with the same family name as yours, you
can (also) purchase a WiFi Voucher for this/these person(s) by selecting one of them as remittee.

Can I purchase multiple WiFi Vouchers at the same time?

No, you can only purchase 1 WiFi Voucher at a time.

Will I receive a purchase confirmation for my WiFi Voucher?

Yes, KLM will send you a purchase confirmation for your WiFi Voucher to the e-mail address you
provide during the transaction process.

Where can I find my purchased WiFi Voucher with the WiFi Voucher Code?

On the KLM Portal, you can always log in with your booking code, e-ticket number, KLM account or
Flying Blue account by clicking "Log in" in the top menu. When you are logged in, you can scroll
down to “My WiFi Vouchers” section or select this option in the top menu. You then see an
overview of your bought vouchers plus their voucher codes.

Where can I find my booking code or ticket number?

Your booking code or e-ticket number can be found in your booking confirmation e-mail.

Can I cancel the purchase of my WiFi Voucher?

No, in contravention of the General Terms and Conditions, you waive your right to cancel when
you purchase a WiFi Voucher.

What types of WiFi Vouchers are there?

There are various types of WiFi Vouchers available, each targeted to a specific use. The WiFi
Vouchers are configured using two characteristics, namely, the bandwidth and duration.

What does the WiFi Voucher "Message" offer?

This WiFi Voucher is intended for "light" internet use, such as messaging and chatting (via
WhatsApp, Messenger, WeChat, etc.) and will be limited to text messages only. You cannot send
or receive photos, videos or audio files. The voucher can be used during the entire flight.

What does the WiFi Voucher "Surf 1hr" offer?

This WiFi Voucher is intended for "medium" internet use, such as light browsing and e-mailing or
messaging and chatting. The voucher has a time duration which means that this voucher will
expire 1 hour after activation.

What does the WiFi Voucher "Surf" offer?

This WiFi Voucher is also intended for "medium" internet use, such as light browsing and e-mailing
or messaging and chatting. The voucher can be used during the entire flight.

On which flights is my WiFi Voucher valid?

Your WiFi Voucher is valid and can be used for the stipulated period of time on the flight(s)
operated by KLM – with an internet connection – as listed in your booking, for which this WiFi
Voucher was purchased.

How do I activate my WiFi Voucher?

You can activate your WiFi Voucher through the KLM Portal either on the homepage or “My WiFi”
section by clicking the activate button stated with your WiFi Vouchers.

When does the stipulated period for the use of my WiFi Voucher take effect?

Your time starts as soon as the WiFi Voucher is activated.

Where can I view the remaining value of my WiFi Voucher?

The remaining time of the WiFi Voucher can be viewed either on the homepage or the “My WiFi
Vouchers” section of the KLM portal (connect.klm.com). Keep this page open so you can keep an
eye on the status of your WiFi Voucher.

I have only used part of my Surf 1 hr WiFi Voucher. Can I use the rest of it on another
flight?

The voucher cannot be used on another flight if there is time remaining, it will expire after your
flight is finished.

Is my WiFi Voucher transferrable?

It is not permitted to transfer the WiFi Vouchers in any way or use them for commercial purposes
and/or purposes other than those for which they are issued.

Can I use my WiFi Voucher Code on multiple devices?

A WiFi Voucher Code can only be used on one of your devices at the same time and is active on
the last device on which the WiFi Voucher Code was activated.

Can the use of the WiFi voucher be denied?

It is not permitted to change the WiFi Vouchers or their functioning, to falsify them, or to
undermine or otherwise affect them (including hacking). In addition, it is not permitted to transfer
WiFi Vouchers in any way or to use them for commercial purposes and/or purposes other than
those for which they are issued. Every (attempt at) fraud or other prohibited action will be
registered and, consequently, the use of the WiFi Voucher will be denied.

Internet connection
When is connection to the KLM Portal and the internet possible?

Connection to the KLM Portal and the internet is possible shortly after the aircraft has taken off
and once it reaches an altitude of over 10,000 feet. The internet connection will be disabled again
once the aircraft reaches an altitude of 10,000 feet or lower. During the flight, it is possible that
the internet connection is temporarily unavailable or not available at all due to the status of the
satellite connection or over certain regions or countries where restrictions apply (such as China).
Who is responsible for providing the internet connection during the flight?

The internet connection is provided by Panasonic. To use the internet, you accepting their term &
conditions when purchasing a voucher. KLM is in no way liable for the availability or speed of the
internet connection during your flight.

How do I manage my internet connection?

You have the possibility to manage your connection:

 • Go to the KLM portal (connect.klm.com)
• Stay on the homepage or go to “My WiFi Vouchers” section of the KLM portal
• Here, you can manage your current WiFi Voucher (Activate/Restart your voucher(s))

Are there any limitations on the use of the internet?

The internet connection is provided by Panasonic. KLM has specific agreements with Panasonic
regarding the available content. Content belonging to the following categories is actively blocked
by Panasonic:

• Adult Content/Pornography, Adult/Mature Content, Child Pornography, Nudity,

Pornography
• P2P – File sharing
• Internet Telephony (VOIP/VC)
• Software/Anti-Virus updates

For security reasons, the internet connection can automatically be disconnected. No warnings will
appear.

Refunds of the WiFi Voucher

When do I have the right to a refund of my WiFi Voucher?

You have the right to a refund of the purchase price of your WiFi Voucher if:

• Your specific flight is cancelled and you are rebooked to a flight operated by KLM that is
not equipped with WiFi, or to a flight operated by another airline;
• You cancel your flight yourself or change your flight to a flight that is not equipped with
WiFi;
• The internet connection on board your flight did not function after you had already
purchased a WiFi Voucher for that flight.

How do I request a refund?

To request a refund, simply visit the dedicated page on the KLM website, www.klm.co.uk/refund.

Privacy
How is my personal information protected?

The KLM Privacy Policy is applicable to the processing of your personal information by KLM or
KLM’s subcontractors to the extent that it affects the sale of the WiFi voucher.

The Panasonic Privacy Policy is applicable to the processing of your personal information regarding
the use of the internet.

Support and questions

Where can I find support or more detailed information about:
the KLM Portal
The KLM Portal is offered to you by KLM. If you have a question or a complaint about the Portal or
the content thereon, you can contact KLM Customer Support the purchase of my WiFi Voucher

KLM offers you the opportunity to purchase the WiFi Voucher. If you have a question or a
complaint about payment for your WiFi Voucher, you can contact KLM Customer Support
the internet connection during my flight

The internet connection itself is provided by Panasonic. If you have a question or complaint about
the internet connection during your flight, the cabin personnel has very limited resources to solve
any problems with the internet connection. If, after your flight, you still have questions and/or
complaints, please contact KLM Customer Support

KLM WiFi Voucher Terms and Conditions

Where can I consult the WiFi Voucher Terms and Conditions?

The WiFi voucher Terms and Conditions are provided when you purchase a WiFi Voucher.

When are the WiFi Voucher Terms and Conditions applicable?

These WiFi Voucher Terms and Conditions are a supplement to the General Terms and Conditions
of Sale. You agree to the application of these WiFi Voucher Terms and Conditions when you
confirm the purchase of a WiFi Voucher on the KLM Portal.

Can the WiFi Voucher Terms and Conditions be revised?

These WiFi Voucher Terms and Conditions may be revised from time to time. We advise you to
consult the WiFi Voucher Terms and Conditions before using your WiFi Voucher. If you continue to
use the WiFi Vouchers after the changes have taken effect, you accept the revised WiFi Voucher
Terms and Conditions.

Which legal system are these WiFi Voucher Terms and Conditions subject to?

Dutch law is applicable to these WiFi Voucher Terms and Conditions.