Hi all,

I’m hoping someone here may have experienced something similar or can suggest the best next step.

I filed a compensation request with Lufthansa on 6 October 2025 for a delay that qualifies under EU Regulation 261/2004.

On 14 October 2025, Lufthansa replied confirming that compensation was due: €250 per passenger. There were three passengers on the booking, and one family member on a separate one, a total of EUR 1,000.

They asked me to provide bank details, which I did the same day (EUR account, IBAN provided exactly as requested). However, despite the written confirmation of entitlement, the payment has never been made.

Since October, I have been following up roughly every two weeks by email by email, asking for confirmation that the bank details were received and for an update on the payment status. I never received any substantive reply. You do the math how many emails this has been...


Starting in February, my follow-up emails began receiving an automated response from: [email protected] stating:

---> “Please note that it is no longer possible to submit feedback via this e-mail address. Your e-mail has therefore not been saved or forwarded for processing.”



I also tried resolving the issue through Lufthansa’s online chat support. I had around 10 separate chat interactions, but the responses were inconsistent and did not lead to any progress (e.g. “please keep waiting”, “the case has been escalated”, “someone will call you within 24 hours”, etc.).



As another attempt to get the issue looked at, I opened a new feedback case on 8 February 2026 for the same booking, but I have not received any response to that case either.


At this point it has been over five months since the original claim, despite Lufthansa confirming that the compensation is owed.



Has anyone encountered something similar where Lufthansa confirmed EU261 compensation but then never actually processed the payment?

If so, what escalation route worked for you (conciliation body, small claims, specific Lufthansa contact, etc.)?

Any guidance would be greatly appreciated.



Thanks in advance.
J