KLM's 5 Compliance Commitments

In line withICAO Annex 9, we are responsible for checking that every passenger has the correct travel documents. If someone is denied entry into a country, we are obliged to return the passenger to the country of origin where they originally boarded the aircraft.

We’ve integrated several measures in the check-in process to minimise the risk of passengers travelling without the correct travel documents. These steps also help to ensure we comply with rules, entry regulations, and policies:

• Passengers receive a checklist of required travel documents and can find additional information via ourKLM TravelDocwebsite. This tool does not replace their responsibility to check all travel document requirements.

• During check-in, our Automated Document Check (ADC) provides step-by-step guidance for passengers and staff to confirm they meet all travel requirements.

Additionally, we monitor flight routes based onDutch Government informationand regular government alerts, and track passenger flows for potential risks. If we spot a risk, such as a passenger being unable to enter a country, we add extra checks.

Some countries already have an interactive system to alert our staff. For others, we have built an internal monitoring tool to flag potential risks. If needed, we can add a message to the check-in system at the departure airport to ensure complete document verification and deny the passenger and solve the issues before boarding the flight.  

At KLM, we follow all the rules and make sure everyone involved does too. Our policies and travel requirements are communicated to passengers via the KLM website and the KLM TravelDoc website, as well as to staff through training and updates. Regular bulletins are shared with stations worldwide to keep our teams informed.

Moreover, we always learn from situations where passengers didn’t have the correct travel documents. By tracking these incidents through an internal dashboard, we carry out corrective actions like clearer communication and targeted training to prevent the same mistake from happening in the future.

If passengers fail to comply with regulations or when passengers are misusing a ticket, we may deny boarding underKLM Conditions of Carriage Article 9. We also act against travel agents who are involved in misuse by ending our partnership.

The global travel landscape is constantly changing. Geopolitical shifts, health updates, security requirements, and digital innovations impact international travel regulations.

While the world moves towards digital identities and paperless travel, our staff still needs to check passports, visas, and other documents by hand, in line with Dutch (‘Vreemdelingenwet’), European and international laws.

For this, we work closely with partners like IATA and the Dutch Government while respecting the regulatory frameworks at our hubs, Paris-Charles de Gaulle and Amsterdam Airport Schiphol, which are part of the French and Dutch regulatory context. As other airports update their requirements, we adapt accordingly.

The large number of constantly changing rules and restrictions in a global context requires an integrated approach to compliance with travel documents and security. To support our staff with passenger handling, we have incorporated multiple checks into our check-in system, Altea DC:

1. An Automated Document Check based on Travel Database Regulations.

2. Implemented the iAPI system to process incoming data and send real-time messages to aircraft operators.

3. Plans to integrate and validate additional documents like visas and permanent resident cards.

We are also introducing AI to help us predict and manage passenger flows on higher-risk routes, allowing proactive decision-making and intervention.