A friend of mine (FTL) had her email hacked and among other things the hacker plugged the PNR and her last name into Lufthansa.com and cancelled the return portion of her ticket home.

She got notification immediately on her phone and called within 25 mins of it being cancelled by the time the email came through. Unfortunately LH refuse to reinstate the ticket and the date she was booked on is now selling in full Y only. She was booked in Q and had to rebook for the next day plus change fee. Hence, was somehow reinstated in a sort, to be rebooked the next day because she did not book a new ticket.

I'm not suggesting that LH is at fault for the hacking nor the ease in which the ticket was cancelled but I really thought some gesture of goodwill would allow to reinstate the ticket particularly as she reacted so quickly. The cynic in me sees that LH get to free a Q seat to sell full Y and captured a change fee.

Any advice on whether there would be another way to approach this? She really wants to come back on the flights she originally booked.

As a note of comparison I recall a student friend of mine having his phone stolen in London and similar thing happening to some BA bookings and loads of other nasty stuff and BA reinstated the bookings.