Originally Posted by
chris63
Yes, typical for LH outsourced customer service, they try to fob people off & it works most of the time, if they stop dealing with you, you will need to use a claims agency or employ a Lawyer in Germany
LH as the operating carrier are responsible for this.
That's not my recent experience but heyho.
Recent DUB-FRA-WAW booked on LH on LH stock with 45min connection in FRA
Incoming to DUB was delayed and the return to FRA was delayed even more, so I would have misconnected.
Before I even boarded in DUB I received a message in the LH app that I would misconnect and to use the chat bot to rebook.
The chat bot the gave me various options beginning with the next direct LH FRA-WAW.
Other options included OS via VIE and 2 or 3 others that I don't remember in detail.
I selected the next direct LH and got confirmation of the rebooking and that my checked in bag would be transferred to the new flight, but I didn't receive a BP at that stage.
When I arrived at FRA I discovered that I was only waitlisted on the rebooked flight so I went through passport control and into the Schengen LH lounge to pass the long wait.
I then went to the departure gate at boarding time, made myself known to the gate agent who eventually called me to the desk and gave me my BP.
Subsequently I submitted an EU 261 claim on the basis of arrival at WAW later than the statutory delay which has been approved after a couple of rejections after I submitted a copy of the email and messages in the app.
The added bonus was that my checked in bag also made it to WAW on the rebooked flight 👍👍👍
I was pretty impressed with LH's proactive irrops recovery, but as with all things that are airline-related, YMMV