I had been booked on LH121 today. Yesterday, Lufthansa cancelled all evening flights from Munich to Frankfurt, except for LH123, for which I was automatically rebooked.

However, while I was at the airport today, LH123 was also cancelled.

'We regret to inform you that your Lufthansa flight LH123 from Munich to Frankfurt am Main on 4. Juni 2025 wurde annulliert. Wir suchen aktuell nach Alternativen und werden Sie kontaktieren, sobald wir eine Lösung gefunden haben. In the meantime, you can use our Chat Assistant to check your rebooking status or search for alternative flights."

The not-very-AI 'chat' assistant was seeminly confused by earlier booking on LH121 and suggested a flight with a one-day layover (!) in Vienna. Although other passengers were automatically rebooked, I received an LH app message saying that Lufthansa could not find an alternative flight and that I should take the train. At that time, this would have meant arriving at around 3 a.m. the next morning.

'We could not find a suitable new flight for your cancelled flight LH123 from Munich to Frankfurt am Main on 4. Juni 2025. To help you reach your destination as quickly as possible, we recommend taking the train. Mit dem folgenden Gutscheincode können Sie alle verfügbaren Verbindungen unverbindlich prüfen und kostenlos ein Deutsche Bahn-Ticket buchen.'

A member of staff at the SEN lounge told me that he could only put me on the waiting list for the following day, as all the economy seats had been 'automatically filled by SENs and FTLs, but not by you'. Although there were business class seats available, he said that he could only put me on the waiting list and could not guarantee a flight. It took me 30 minutes to persuade him to call Operations, who then upgraded me to Business Class.

As he booked the the seat, an announcement was made informing passengers that all the LH contigent hotel rooms had been taken and that they should book a maximum three-star hotel themselves. The lounge employee called Ops to ask if there were any other options available to me. I asked if I could book a room at the Hilton, which was available (I am a Hilton Diamond member). The answer was 'no'; only three-star hotels would be refunded. The new employee asked if Operations had any suggestions for three-star hotels. Answer: 'No.'

Is there any other way to address this issue than via the 'customer relations' form? If a real person was unwilling to help me until it was too late, how can I trust that this website will resolve the issue? Does 'recovery' mean that you will pay for the taxi and hotel, or will you ensure that I am not left stranded next time?