I want to share my (first) experience with a refund process with Lufthansa.
My ticket was a revenue First Class Ticket to Shanghai in April.

Here is what happened,

I was travelling to Shanghai to watch the Formula 1.
The race got cancelled, I can't exactly remember the date but I think it was around mid February the decision from F1 came that it got cancelled/postponed.

A fun fact is that F1 refunded my money instantly, they arrived in my bank account after only 2 days! That is very good calculating how many people they had to refund/process.

Here is how Lufthansa handled a First Class Ticket refund:

After the race got cancelled I called Lufthansa February 17th and at that time Lufthansa website was very confusing. It said you could cancel flights to Mainland China but also something about March 31.

So I called February 17th, and pretty quickly (this was before the Corona situation escalated) an agent picked up and I asked her about my trip. Since I was not sure If I was entitled to a full refund I asked her 5 times If I were to get a full refund, because I was not interested to cancel my trip otherwise since it would only return peanuts/taxes. She put me on hold to go and check and came back some 5-10 minutes later and said to me, yes sir. You will get a full refund because of the Corona Situation in China.

So she cancelled the trip and I got a cancellation email shortly after.
I was told to wait 7 days until the money would appear in my account.

February 26, 7 working days later I have no money in my account so I decide to call and check what's going on. An other agent answers this time and says to me: Sorry sir, I think the last agent you spoke to a week ago didn't send the file (or something like that). I assume some sort of refund file to refunds department. Even so, I was told maximum 3-5 days, I would have my money.

I wait 3-4 days, and make a short call March 2nd just to confirm whether the money has started to process since I had read some horror stories online regarding Lufthansa refunds. (people who waited several months). An agent picks up, telling me some error has occured? and puts me on hold. Comes back with some excuse and says she has put this on a rush for me. You will get your money in maximum 3-4 days.

I wait 6 working days and calls back March 10. At this point I am really frustrated that no money has arrived in my account and I get to speak with an agent called Shelly. She seems really nice and puts me on hold for over 40 minutes and comes back to me with a long explanation what has happened.
She tells me the first agent who answered my very first call in February made a mistake, since she cancelled my flight even though the Lufthansa waiver window for Corona cancellation at that time was only to March 31. I panic and try to say to her, yes but I asked her 5 times. Do I get a full refund?
She keeps on explaining that yes, you will get a full refund but since the waiver window was only to March 31 the first agent filled out a wrong kind of refund? or something like that.
Now your flights is officially cancelled and we need to do a new refund.
But sir, I promise you the money now in 3 to maximum 5 days. We deeply regret the situation and the hassle this has caused you. She was really friendly and this time I believed Lufthansa support since she put me on hold for 40 minutes, it felt like she really cared about the situation and took care of it. She told me to call back on Tuesday (today) if I had no recieved any money.

Well, now it's almost impossible to reach Lufthansa because the corona has escalated so today I did not have a choice but to dispute the orignal transaction with Revolut. Soon it's March 18th and still no money in my account and I have given up. Now I have to hope for Revolut to accept my dispute request.

I sincerely hope you will never have to deal with Lufthansa refunds department ever in your life.
Are they stalling refunds now because of the situation with Corona? Remember that when I started this case the situation in Europe was not even that bad so I don't understand the stalling here. It's so many lies and excuses on top of each other.

I am deeply disappointed with Lufthansa. If the case was started this week or last I would understand because now it's chaotic but 1 month ago it was not so bad in Europe and having to wait over 1 month for a refund in my world is not great. Five stars to F1 who refunded me within 2 days in comparission.

If Lufthansa said from the beginning, like that a refund may take up to 30-60 days or something I would not complain. It's just annoying being told 3-5 days several times (we promise) and then no money comes. It's very frustrating for me.

Andaz