Volcanic ash cloud impacts LH flight operations
Apr 16, 2010, 6:11 pm
#91
Join Date: Apr 2010
Posts: 4
ALL FLIGHTS FROM USA/CA/LATAM TODAY (16APR) WILL BE DELAYED/CANCELED UNTIL TOMORROW. NO FLIGHTS FROM THE AMERICAS TO EUROPE.
ALL FLIGHTS FROM GERMANY TO THE USA/CA/LATAM TOMORROW (17APR) WILL BE CANCELED. NO FLIGHTS FROM GERMANY TO THE AMERICAS.
These statements are confirmed by FRA Operations who is working constantly to update the canceled flights in Amadeus and on LH.com. Therefore if you see a flight on LH.com that shows operational despite these statements it simply means FRA hasn't gotten to that flight yet to mark it as canceled.
Outbound flights from the Americas tomorrow will probably be full of cancellations since none are coming in (though I heard we have still some aircraft on this side so we'll see). However none of those are marked canceled in the system yet and I have no official statement which will probably come tomorrow.
ALL FLIGHTS FROM GERMANY TO THE USA/CA/LATAM TOMORROW (17APR) WILL BE CANCELED. NO FLIGHTS FROM GERMANY TO THE AMERICAS.
These statements are confirmed by FRA Operations who is working constantly to update the canceled flights in Amadeus and on LH.com. Therefore if you see a flight on LH.com that shows operational despite these statements it simply means FRA hasn't gotten to that flight yet to mark it as canceled.
Outbound flights from the Americas tomorrow will probably be full of cancellations since none are coming in (though I heard we have still some aircraft on this side so we'll see). However none of those are marked canceled in the system yet and I have no official statement which will probably come tomorrow.
Apr 16, 2010, 6:38 pm
#92
Company Representative - Lufthansa Airlines
Original Poster
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
Rebooking Policy as of 16APR 14:45 UTC
Version 3 16APR 14:45 UTC
Eligibility:
Pax holding tickets issued before 16APR2010 for canceled LH flights scheduled for 15-19APR2010
Rebooking:
Refund:
Should call center reps advise you otherwise, please request that they review specifically the operating carrier part... I am in contact with the N. American call center but not the others.
Eligibility:
Pax holding tickets issued before 16APR2010 for canceled LH flights scheduled for 15-19APR2010
Rebooking:
- New travel date must be before 31MAY2010 and within ticket's original validity (maximum stay)
- For flights rebooked to 22APR or later, change of fare bucket/compartment is not permitted
- For flights rebooked to 21APR or before, change of fare bucket within same compartment is permitted
- Ticketed fare rules respective to allowed operating carriers must be observed
Refund:
- Tickets issued by OAL must contact OAL for refund processing
- LH-issued tickets (unused) are eligible for full refund without penalty or administrative fee
- LH-issued tickets (used) are eligible for pro-rated refund without penalty or administrative fee
Should call center reps advise you otherwise, please request that they review specifically the operating carrier part... I am in contact with the N. American call center but not the others.
Apr 16, 2010, 6:39 pm
#93
Company Representative - Lufthansa Airlines
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Location: East Meadow, NY
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Posts: 726
Apr 16, 2010, 7:07 pm
#94
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
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Posts: 32,057
I was just coming back to post this having talked to M&M just now (please forgive me, I am in Sales still and so all correspondence I receive has to do with revenue tickets).
Award tickets must be rebooked on LH ops and into award inventory.
I know this really limits your options and I wish I could change it
If I learn that it changes I will definitely post asap.
Best,
Michelle
Award tickets must be rebooked on LH ops and into award inventory.
I know this really limits your options and I wish I could change it
If I learn that it changes I will definitely post asap.Best,
Michelle
for that. How low can LH go on this? I always believed there was nothing below Delta, but this is pathetic. If LH can't get such a trivial thing sorted out they should be ashamed of themselves.My wife is stuck in BOS right now on a X-class ticket. Actually she volunteered to give up her seat earlier in the week for an overbooked flight when LH GUARANTEED her to get her on the next flight out to Europe. Now they claim 'act of god' and your next ‘available’ flight is on Tuesday ... well, this is what small claims courts will have to sort out ... it's simply a breach of contact, no more and no less. Claiming nothing is available after a VDB when I can see availability in the database is not what I came to expect of LH. With a ton of screenshots in my hand we’ll see if the station manager in Boston has a sense of reality; I sure hope he is going to avoid major drama tomorrow.
Everybody understands the situation, but what LH played in the US today is not only a violation of EU law, it is disrespectful and as a *G I will certainly have to take such a poor service into consideration next time I book travel.
Apr 16, 2010, 7:09 pm
#95
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Apr 16, 2010, 7:31 pm
#96
FlyerTalk Evangelist
Join Date: Dec 2004
Location: Sacramento
Programs: UA 2MM/GS; SPG Lifetime Plat; MHC Lifetime; Tar Heel forever; and I "Dig the Pig" at Piggly Wiggly
Posts: 12,152
I am scheduled to fly SFO-FRA on UA 900 on 17 April, then connecting to LH 12 to HAM on 18 April.
United will not let me cancel the trip if they still are flying to FRA .... so I hope not to arrive in FRA on Sunday morning .... only to be stranded because the Lufthansa flights were canceled while we were in the air!
I know it may not be a shared sentiment .... but I am hoping for prolonged cancellations, since I now want to stay home and not even travel this week. (I never thought I'd say that!)
United will not let me cancel the trip if they still are flying to FRA .... so I hope not to arrive in FRA on Sunday morning .... only to be stranded because the Lufthansa flights were canceled while we were in the air!
I know it may not be a shared sentiment .... but I am hoping for prolonged cancellations, since I now want to stay home and not even travel this week. (I never thought I'd say that!)
Apr 16, 2010, 7:54 pm
#98
Company Representative - Lufthansa Airlines
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Join Date: Jun 2007
Location: East Meadow, NY
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Posts: 726
kevinsac: If you do not want to travel you can get a refund, or a partial refund if you have already used part of your ticket - contact the issuing carrier or your travel agency to do that.
UPDATED: Sorry, I skimmed over the part where UA won't let you change until flight is canceled; now I understand your hope.
cfischer: I will let the station management know to expect you. Good luck to you and your wife!
UPDATED: Sorry, I skimmed over the part where UA won't let you change until flight is canceled; now I understand your hope.
cfischer: I will let the station management know to expect you. Good luck to you and your wife!
Last edited by LHrelate; Apr 16, 2010 at 8:34 pm Reason: comment to kevinsac updated
Apr 16, 2010, 8:10 pm
#99
Join Date: Jun 2006
Location: HKG
Programs: SPG Lifetime Platinum, Star Alliance Gold
Posts: 131
Hi Peter,
Thanks for the useful link. Tried the Senator line again, and was told that the additional miles would apply due to the three-region routing. She suggested I take up my complaint with Lufthansa customer service if I wasn't happy with the mile surcharge, which doesn't help me much in the meantime.
Interestingly, I was also told that Lufthansa's official position is that no accommodation nor meals will be provided, in spite of what is written on the website.
Thanks for the useful link. Tried the Senator line again, and was told that the additional miles would apply due to the three-region routing. She suggested I take up my complaint with Lufthansa customer service if I wasn't happy with the mile surcharge, which doesn't help me much in the meantime.
Interestingly, I was also told that Lufthansa's official position is that no accommodation nor meals will be provided, in spite of what is written on the website.
Printout the EU 261 and try again.
They even on the LH-page here: http://www.lufthansa.com/online/port...l=en&cid=18002
"
Cancellation
If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above. You are not entitled to receive a compensation if the cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security, risks, unexpected flight safety shortcomings.
Equally, there is no right to compensation when the passenger has been informed of the cancellation:
* at least 14 days before the schedule time of departure
* between 14 and 7 days before the schedule time of departure and the alternative flight departs no more than 2 hours before the originally schedule time of departure and reaches the final destination less than 4 hours after the schedule time of arrival
* less than 7 days before schedule time of departure and the alternative flight departs no more than 1 hour before the originally schedule time of departure and reaches final destination less than 2 hours after the schedule time of arrival.
"
So no compensation of course but re-routing and care.
They even on the LH-page here: http://www.lufthansa.com/online/port...l=en&cid=18002
"
Cancellation
If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above. You are not entitled to receive a compensation if the cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security, risks, unexpected flight safety shortcomings.
Equally, there is no right to compensation when the passenger has been informed of the cancellation:
* at least 14 days before the schedule time of departure
* between 14 and 7 days before the schedule time of departure and the alternative flight departs no more than 2 hours before the originally schedule time of departure and reaches the final destination less than 4 hours after the schedule time of arrival
* less than 7 days before schedule time of departure and the alternative flight departs no more than 1 hour before the originally schedule time of departure and reaches final destination less than 2 hours after the schedule time of arrival.
"
So no compensation of course but re-routing and care.
Apr 16, 2010, 9:47 pm
#101
FlyerTalk Evangelist
Join Date: Dec 2004
Location: Sacramento
Programs: UA 2MM/GS; SPG Lifetime Plat; MHC Lifetime; Tar Heel forever; and I "Dig the Pig" at Piggly Wiggly
Posts: 12,152
kevinsac: If you do not want to travel you can get a refund, or a partial refund if you have already used part of your ticket - contact the issuing carrier or your travel agency to do that.
UPDATED: Sorry, I skimmed over the part where UA won't let you change until flight is canceled; now I understand your hope.
UPDATED: Sorry, I skimmed over the part where UA won't let you change until flight is canceled; now I understand your hope.
At this point, I'd like to cancel altogether. I do not want to show up in FRA ..... and fight for space to sleep on the cots or on the floor, just because my connecting LH flt is cancelled ..... and the DB is sold out .... and the hotels are booked up .... and no rentals cars available.
Apr 16, 2010, 10:12 pm
#102
Company Representative - Lufthansa Airlines
Original Poster
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
If you used United miles for your ticket that means they issued it; therefore you need to request your refund directly from United Airlines.
Best,
Michelle
Apr 17, 2010, 12:22 am
#103
Join Date: Dec 2009
Programs: LH SEN, SPG Plat
Posts: 4
Hi,
Just our story...
My wife and I are in HKG. We were bound for LX139 yesterday evening 16/04 for ZRH and to fly from there to BRU (last leg of our honeymoon trip on an award ticket in I). On sunday we should fly to BCN via FRA on LH (in Y).
Easiest for us is to skip the BRU part (we normally had to attend a wedding there) and fly to BCN instead. This could be via IST or SIN/MXP for example.
But even if possible, these flights to Europe will be full already I guess.
Hard is that nobody is giving any info.
Yesterday we were sent away at the aiport with the local LX tel number and today calling they tell us "to call back later, sir". LH SEN service in Germany is simply not reachable -well, I hang up after 30 min waiting. And LH SEN line in Spain tells me they cannot rebook anything and that all is full for the next 10 days anyway.
All airlines tell not to go to the airport, but in the meanwhile we are making personal expenses in HKG (telephone +100 EUR + hotel etc), and I fear that we will not get out quickly, being on an award ticket and given the amount of HON cards I saw yesterday evening in only 15 min at the LH and LX check-in desks.
Anyone any ideas?
Go to the airport and sleep on the ground :-)
Regards!
Just our story...
My wife and I are in HKG. We were bound for LX139 yesterday evening 16/04 for ZRH and to fly from there to BRU (last leg of our honeymoon trip on an award ticket in I). On sunday we should fly to BCN via FRA on LH (in Y).
Easiest for us is to skip the BRU part (we normally had to attend a wedding there) and fly to BCN instead. This could be via IST or SIN/MXP for example.
But even if possible, these flights to Europe will be full already I guess.
Hard is that nobody is giving any info.
Yesterday we were sent away at the aiport with the local LX tel number and today calling they tell us "to call back later, sir". LH SEN service in Germany is simply not reachable -well, I hang up after 30 min waiting. And LH SEN line in Spain tells me they cannot rebook anything and that all is full for the next 10 days anyway.
All airlines tell not to go to the airport, but in the meanwhile we are making personal expenses in HKG (telephone +100 EUR + hotel etc), and I fear that we will not get out quickly, being on an award ticket and given the amount of HON cards I saw yesterday evening in only 15 min at the LH and LX check-in desks.
Anyone any ideas?
Go to the airport and sleep on the ground :-)
Regards!
Apr 17, 2010, 12:48 am
#104
Join Date: Dec 2008
Posts: 29
April 16th DEL-FRA-DEN
DEL-FRA > Diverted to DEL-MUC
After exceptional effort by LH staff and just luck i would think,
MUC-CLT + CLT - DEN
After 36 hours (Airport to Airport) We have made it to DEN but my BAGS HAVE NOT. I was travelling with 4 Big overweight bags, full of samples for my3 week business trip and none of them made it here. LH has no info, US AIR has no info - apparently all flights are cancelled tomorrow and best bet is Monday.
If LH can put me and wife (SEN's both) on a flight, why not our bags? Espcially when we took extra time with the Service Rep to highlight its importance!
Secondly, what would be the compensation for this, if any? Question of 'act of god' does not arise since they did get us to out destination (quite pointless without the bags).
For my sake as well as everybody else affected by this - I hope the airports open up asap!
DEL-FRA > Diverted to DEL-MUC
After exceptional effort by LH staff and just luck i would think,
MUC-CLT + CLT - DEN
After 36 hours (Airport to Airport) We have made it to DEN but my BAGS HAVE NOT. I was travelling with 4 Big overweight bags, full of samples for my3 week business trip and none of them made it here. LH has no info, US AIR has no info - apparently all flights are cancelled tomorrow and best bet is Monday.
If LH can put me and wife (SEN's both) on a flight, why not our bags? Espcially when we took extra time with the Service Rep to highlight its importance!
Secondly, what would be the compensation for this, if any? Question of 'act of god' does not arise since they did get us to out destination (quite pointless without the bags).
For my sake as well as everybody else affected by this - I hope the airports open up asap!
Apr 17, 2010, 1:06 am
#105
Join Date: Oct 2007
Location: Tasmania, Australia
Programs: M&M SEN, Amex Plat, Club Carlson, Marriott, HHonors & Accor Gold, Velocity Silver, Qantas Bronze
Posts: 3,767
DelSen: Be happy that you are at least at your destination and not stranded at airport somewhere... Many other people are not so lucky, sleeping on floors in the transit halls... So considering all that, I think your whinging is rather inappropriate if not even rude... Just imagine those two poor people who did not make it to their own wedding in Rome...
And for the compensation? I sincerely hope that LH gives you ONE BIG NOTHING!
And for the compensation? I sincerely hope that LH gives you ONE BIG NOTHING!
Last edited by vbroucek; Apr 17, 2010 at 1:28 am