Old Jan 14, 14, 6:37 am
  #2  
oliver2002
Moderator: Lufthansa Miles & More, External Miles & Points Resources
 
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 39,423
Delayed or canceled flights regardless if caused by a strike or weather, is one of the biggest annoyances for travelers. Besides Vielfliegertreff or Flyertalk you regularly read experience of passengers in the media about flight irregularities that lead to an Odyssey and given a runaround.

Oliver M. (flyertalk.com) and Ralf S. (vielfliegertreff.de) talked to Maike Tron and Ulrich Richter at the start of Winter 2013/14 about the processes around irregularities at Lufthansa.


Lets say my flight is cancelled- what options do I have to rebook? During major incidents like bad weather or strike the telephone lines and ticket counters are especially overloaded.

Beside the classic options at the ticket counter and the call center we have recently expanded our self-service options with respect to irregularities.
When an irregularity occurs it is now displayed if you open your booking via the 'my bookings' function on lufthansa.com. For simple connections (typically direct flights) you are offered the option to rebook your flight in the online check-in system based on the availabilities and directly check-in for the alternative flight.
At our service centers or ticket desks there are of course more alternatives available to rebook you, but in many cases, especially on regional flights, the option to rebook online is a great alternative.
Furthermore we offer the online option to convert your flight ticket into a railway ticket for canceled domestic flights. This ticket can be downloaded and printed out or sent as a mobile version to your smartphone. This means you aren’t required to go to the airport ticket desk anymore to have a rail voucher issued.

What options do I have during irregularities with Germanwings, who work with a different reservation system?

With Germanwings we have to identify the type of ticket the passenger has and where they are located:
At the airport the passengers should go to the Germanwings ticket desk. There passengers can rebook with or without a ticket.
The Germanwings call center can rebook passengers with or without a ticket onto another flight.
A third option is online rebooking, is which available during serious disruptions. Here ticketless passengers can rebook themselves onto another Germanwings flight.
If re-booking onto another Germanwings flight is not feasible, it is possible for Germanwings to re-route on LH via the Lufthansa reservation system. However, in such case the passenger needs to go to a Lufthansa ticket desk to get the ticket (re)issued.
If it is not possible to rebook onto an alternative Germanwings flight or an alternative operated by another Lufthansa group carrier, the Germanwings airport ticket office has the option to issue a flight interruption manifest (FIM) as a replacement ticket on flights operated by select other airlines, with whom they have recently negotiated agreements.

Reverse question: does Lufthansa now have the ability to rebook onto Germanwings?

We have had mutual agreements in place for quite a while now that allow re-bookings from Lufthansa onto Germanwings.
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