[SCANDAL] Lufthansa do not refund and reject CC chargeback!
This deserves an own thread in my opinion! Very important information!
This is important information for all the people waiting for Lufthansa money and has been doing so for a long time!
You might not get your money even if you do a CC chargeback. Well, for you whom used Amex or another good CC company, you are probably safe but Mastercard users, take note of some important things here.
Flights booked:
KBP
MUC
2545 J 17-Apr-20
MUC
PVG A 17-Apr-20
PVG
MUC
0727 A 20-Apr-20
MUC
KBP
2544 J 21-Apr-20
Non refundable (cheap A fare) but was allowed to cancel for a full refund due to the situation in Shanghai.
Steps: (shortened so you don't have to read that much).
1. February 17 - I call Lufthansa, ask for a full refund for my trip to China. Agent confirms multiple times. You will get a full refund within 7-10 days maximum.
2. February 26 - I call to check if the refund has been processed. It has not. The last agent 'forgot' to send the file or something? This agent says it's now corrected and in queue for a refund.
3. March 2 - I call to just check if they have started the process of the refund. No, it has been some other 'error' in the system. She excuses and put this refund on a RUSH for me. I will have the money within 3-4 days she says.
4. March 10 - Still no money in my account, another long explanation and excuse coming my way. Now I am being told, wait 3-5 days and you will have the money.
5. March 18 - Still no money and Covid-19 has escalated now in Europe as well. Almost impossible to reach LH at this time. I make a decision to open a dispute with Revolut and they accept it. I must now wait 48 days for Lufthansa to respond to the disputed transaction.
(I called Lufthansa more times but these are the ones I remember)
6. I let this go, and the next time I contact Lufthansa is like the end of April so well over a month later.
The other day an agent says the money has been sent. The next day an other agent tells me I can basically look in the stars for my money.
The last call I made to Lufthansa was I think May 5 or something like that because I called in another matter. So I tried for some information regarding my refund.
He insisted 5 times, Sir you have gotten your refund. No, I said. He said again. Sir, you have gotten your refund. No I say again. Believe me, I can see my bank account.
He puts me on hold, goes away, comes back and says I must wait another 7 days and you will 'probably have it'.
7. May 11. I contact Revolut to check on the dispute and Lufthansa has rejected the dispute by this reason, I quote:
"After a careful evaluation of your case, we won't be treating it as valid as per mastercard rules and won´t proceed with the reimbursement. The merchant rejected our claim as they showed they "had the right to deny boarding to you as you would not have been able to enter the country at your destination due to travel restrictions currently effective in China." As you agreed to their terms and conditions, "due to article 7.1.1 and 7.1.7 Lufthansa may refuse to carry or continue to carry the passenger in order to prevent any violation of applicable laws of any state to be blown to". If you wish you dispute this matter further, please consult the merchant from now on".
So, now I am stuck and I am not sure I follow why Lufthansa denied my request. I simply want my money since the flight was cancelled (or free to cancel because of the situation.)
Lufthansa only lie to me when I call them. Tells me the money has been sent, the next day it hasn't been sent and so on.
They still deny my CC chargeback with the above rules? which I don't understand since I cancelled for a full refund.
So what to do? Revolut say I should contact Lufthansa but that is just pointless as you can read from above. Nothing ever happens.
Sue Lufthansa? How? Not familiar with the process at all.
Any final advice to me before I kill myself because of all the mental pain Lufthansa has caused me? I just feel done.
Wasted so much time and energy on this and now they denied my CC chargeback after waiting 48 days.
Last edited by Andaz; May 11, 2020 at 9:48 am