Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
#2281
Join Date: Aug 2014
Location: LON
Programs: LH M&M SEN, Accor Plat
Posts: 83
Hi Lufthansa team,
I have a question regarding an upcoming booking as I’m unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and I’m not encouraged to continue to attempt to contact the SEN hotline, I’m just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
I have a question regarding an upcoming booking as I’m unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and I’m not encouraged to continue to attempt to contact the SEN hotline, I’m just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
#2282
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Hi Lufthansa team,
I have a question regarding an upcoming booking as Im unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and Im not encouraged to continue to attempt to contact the SEN hotline, Im just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
I have a question regarding an upcoming booking as Im unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and Im not encouraged to continue to attempt to contact the SEN hotline, Im just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
as the situation has been very dynamic the past few days, I recommend to contact the Service Center to have immediate action taken. Unfortunately, we are unable to advise without all ticket information.
Best regards,
Markus
#2283
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 16,967
Hi Lufthansa team,
I have a question regarding an upcoming booking as I’m unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and I’m not encouraged to continue to attempt to contact the SEN hotline, I’m just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
I have a question regarding an upcoming booking as I’m unable to reach the SEN hotline/call centre. I was initially booked on LX from LCY to CAI (Apr 1 - Apr 13) in Business Class. The flight got cancelled. I was auto-rebooked onto multiple LH flight options from LHR via FRA, all of which got cancelled too. As my departure time is still 11 days away and I’m not encouraged to continue to attempt to contact the SEN hotline, I’m just curious as to what will happen to my booking. I cannot find much info online but it appears the LH Group is not resuming normal operations to CAI until 20 Apr. Will I be rebooked onto another airline maybe? What are my options here?
thanks,
OH
Keep trying the call centre. Experiences clearly vary, but i got through in less than a minute yesterday.
I don't there'll be many options waiting for you. I'm sure you've considered the entry requirements, which present another challenge.
Perhaps tidier to accept cancellation and ask for a refund,
#2284
Join Date: Dec 2009
Programs: A3*G, Marriott Gold, Hilton Honors Gold, Radisson Rewards Premium
Posts: 851
Hi Lurkers,
I have a query regarding an OS booking that I have for August. I rang up last night to enquire about rebooking the outbound to a week earlier and after being kicked out of the call twice, I finally got through to someone after 20:00 at the generic LH group call centre rather than the OS-specific one, as OS were already closed by then. I was told that rebooking was no problem and that there would be no charge. I kept an eye on the booking online and nothing changed so I just called OS again and got through to their call centre, only to be told that what the colleague last night told me was rubbish and that my ticket is not rebookable or refundable so nothing I can do. The agent today also said that her colleague who I spoke to last night probably tried to put it through the computer, failed as the ticket was not changeable and so just left it. Unfortunately, I didn't get his name so I can't give you anything more specific than this. I have obviously misunderstood your rebooking policy, as I read it to mean that all tickets up until 31st August could be rebooked, and this would also tie in with what I was told last night but according to OS, this is not the case. Am I completely out of luck here? According to the OS agent, my only option is to forego all of the money I spend on my non-changeable (but still rather expensive) business class fare and buy new flights outright. While I realise that I am not directly affected by this crisis (yet), I was due to travel in April but am now not able to so was hoping to extend my trip in August in order to be able to spend some time with my elderly grandmother in the UK, as I now have extra holidays that I did not expect to have.
If you can help in any way at all, I would be incredibly grateful.
Thanks in advance!
I have a query regarding an OS booking that I have for August. I rang up last night to enquire about rebooking the outbound to a week earlier and after being kicked out of the call twice, I finally got through to someone after 20:00 at the generic LH group call centre rather than the OS-specific one, as OS were already closed by then. I was told that rebooking was no problem and that there would be no charge. I kept an eye on the booking online and nothing changed so I just called OS again and got through to their call centre, only to be told that what the colleague last night told me was rubbish and that my ticket is not rebookable or refundable so nothing I can do. The agent today also said that her colleague who I spoke to last night probably tried to put it through the computer, failed as the ticket was not changeable and so just left it. Unfortunately, I didn't get his name so I can't give you anything more specific than this. I have obviously misunderstood your rebooking policy, as I read it to mean that all tickets up until 31st August could be rebooked, and this would also tie in with what I was told last night but according to OS, this is not the case. Am I completely out of luck here? According to the OS agent, my only option is to forego all of the money I spend on my non-changeable (but still rather expensive) business class fare and buy new flights outright. While I realise that I am not directly affected by this crisis (yet), I was due to travel in April but am now not able to so was hoping to extend my trip in August in order to be able to spend some time with my elderly grandmother in the UK, as I now have extra holidays that I did not expect to have.
If you can help in any way at all, I would be incredibly grateful.
Thanks in advance!
#2285
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Hi Lurkers,
I have a query regarding an OS booking that I have for August. I rang up last night to enquire about rebooking the outbound to a week earlier and after being kicked out of the call twice, I finally got through to someone after 20:00 at the generic LH group call centre rather than the OS-specific one, as OS were already closed by then. I was told that rebooking was no problem and that there would be no charge. I kept an eye on the booking online and nothing changed so I just called OS again and got through to their call centre, only to be told that what the colleague last night told me was rubbish and that my ticket is not rebookable or refundable so nothing I can do. The agent today also said that her colleague who I spoke to last night probably tried to put it through the computer, failed as the ticket was not changeable and so just left it. Unfortunately, I didn't get his name so I can't give you anything more specific than this. I have obviously misunderstood your rebooking policy, as I read it to mean that all tickets up until 31st August could be rebooked, and this would also tie in with what I was told last night but according to OS, this is not the case. Am I completely out of luck here? According to the OS agent, my only option is to forego all of the money I spend on my non-changeable (but still rather expensive) business class fare and buy new flights outright. While I realise that I am not directly affected by this crisis (yet), I was due to travel in April but am now not able to so was hoping to extend my trip in August in order to be able to spend some time with my elderly grandmother in the UK, as I now have extra holidays that I did not expect to have.
If you can help in any way at all, I would be incredibly grateful.
Thanks in advance!
I have a query regarding an OS booking that I have for August. I rang up last night to enquire about rebooking the outbound to a week earlier and after being kicked out of the call twice, I finally got through to someone after 20:00 at the generic LH group call centre rather than the OS-specific one, as OS were already closed by then. I was told that rebooking was no problem and that there would be no charge. I kept an eye on the booking online and nothing changed so I just called OS again and got through to their call centre, only to be told that what the colleague last night told me was rubbish and that my ticket is not rebookable or refundable so nothing I can do. The agent today also said that her colleague who I spoke to last night probably tried to put it through the computer, failed as the ticket was not changeable and so just left it. Unfortunately, I didn't get his name so I can't give you anything more specific than this. I have obviously misunderstood your rebooking policy, as I read it to mean that all tickets up until 31st August could be rebooked, and this would also tie in with what I was told last night but according to OS, this is not the case. Am I completely out of luck here? According to the OS agent, my only option is to forego all of the money I spend on my non-changeable (but still rather expensive) business class fare and buy new flights outright. While I realise that I am not directly affected by this crisis (yet), I was due to travel in April but am now not able to so was hoping to extend my trip in August in order to be able to spend some time with my elderly grandmother in the UK, as I now have extra holidays that I did not expect to have.
If you can help in any way at all, I would be incredibly grateful.
Thanks in advance!
Kind regards,
Markus
#2286
Join Date: Dec 2009
Programs: A3*G, Marriott Gold, Hilton Honors Gold, Radisson Rewards Premium
Posts: 851
#2288
Join Date: Dec 2009
Programs: A3*G, Marriott Gold, Hilton Honors Gold, Radisson Rewards Premium
Posts: 851
#2289
Join Date: Aug 2014
Location: Munich, Germany
Programs: BA Silver, Lufthansa FTL, KrisFlyer Gold, HHonors Diamond
Posts: 81
Dear Lufthansa team,
I have a question on the processing times for refunds at the moment. I called the hotline on March 18th about 3 bookings that were cancelled by Lufthansa. The agent was really helpful and said that I would receive refunds for all three bookings to the payment method I used at the time. I received a "Stornobesttigung" confirming the cancellation but with no information on the refund. I still haven't received any refund to my credit card. How long can I expect to wait before the refund is processed? I appreciate that things might be taking longer at the moment, but it would be good to know a rough timeline.
I have a question on the processing times for refunds at the moment. I called the hotline on March 18th about 3 bookings that were cancelled by Lufthansa. The agent was really helpful and said that I would receive refunds for all three bookings to the payment method I used at the time. I received a "Stornobesttigung" confirming the cancellation but with no information on the refund. I still haven't received any refund to my credit card. How long can I expect to wait before the refund is processed? I appreciate that things might be taking longer at the moment, but it would be good to know a rough timeline.
#2290
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Dear Lufthansa team,
I have a question on the processing times for refunds at the moment. I called the hotline on March 18th about 3 bookings that were cancelled by Lufthansa. The agent was really helpful and said that I would receive refunds for all three bookings to the payment method I used at the time. I received a "Stornobesttigung" confirming the cancellation but with no information on the refund. I still haven't received any refund to my credit card. How long can I expect to wait before the refund is processed? I appreciate that things might be taking longer at the moment, but it would be good to know a rough timeline.
I have a question on the processing times for refunds at the moment. I called the hotline on March 18th about 3 bookings that were cancelled by Lufthansa. The agent was really helpful and said that I would receive refunds for all three bookings to the payment method I used at the time. I received a "Stornobesttigung" confirming the cancellation but with no information on the refund. I still haven't received any refund to my credit card. How long can I expect to wait before the refund is processed? I appreciate that things might be taking longer at the moment, but it would be good to know a rough timeline.
#2291
Join Date: Jan 2010
Location: dublin
Programs: BA GGL, SPG Plat, Marriott Plat
Posts: 106
Hi Lufthansa, I have a question / issue / concern. I am booking on a 2for1 first class ticket on 28th April, LHR - Bogota and back. Obviously this won't happen now.
There appears to be lots of confusing information about re booking this type of ticket (Discount fare, 2for 1 etc) and having to pay a fare difference if I try re book this for much later in the year. I assume it would be a considerable difference. Can you give me some clarity? Can I just re book same flights, different dates and not pay any difference in fare? I know refunds is something you wish to avoid, and I am more then happy to fly at a new date, but not for a massive fare differance
Thanks, and best wishes to all in LH at this time
Iain
There appears to be lots of confusing information about re booking this type of ticket (Discount fare, 2for 1 etc) and having to pay a fare difference if I try re book this for much later in the year. I assume it would be a considerable difference. Can you give me some clarity? Can I just re book same flights, different dates and not pay any difference in fare? I know refunds is something you wish to avoid, and I am more then happy to fly at a new date, but not for a massive fare differance
Thanks, and best wishes to all in LH at this time
Iain
#2292
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Hi Lufthansa, I have a question / issue / concern. I am booking on a 2for1 first class ticket on 28th April, LHR - Bogota and back. Obviously this won't happen now.
There appears to be lots of confusing information about re booking this type of ticket (Discount fare, 2for 1 etc) and having to pay a fare difference if I try re book this for much later in the year. I assume it would be a considerable difference. Can you give me some clarity? Can I just re book same flights, different dates and not pay any difference in fare? I know refunds is something you wish to avoid, and I am more then happy to fly at a new date, but not for a massive fare differance
Thanks, and best wishes to all in LH at this time
Iain
There appears to be lots of confusing information about re booking this type of ticket (Discount fare, 2for 1 etc) and having to pay a fare difference if I try re book this for much later in the year. I assume it would be a considerable difference. Can you give me some clarity? Can I just re book same flights, different dates and not pay any difference in fare? I know refunds is something you wish to avoid, and I am more then happy to fly at a new date, but not for a massive fare differance
Thanks, and best wishes to all in LH at this time
Iain
the option to rebook free of charge without fare difference applies in case of a flight cancellation from our side. Should you not be affected by a flight cancellation and would like to postpone your travel, then you may use the rebooking options which are mentioned on our homepage (https://www.lufthansa.com/de/en/flight-information.html). In this case there may be a fare difference which is collected.
Best regards
Jens
#2293
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,455
Hello iainbean,
the option to rebook free of charge without fare difference applies in case of a flight cancellation from our side. Should you not be affected by a flight cancellation and would like to postpone your travel, then you may use the rebooking options which are mentioned on our homepage (https://www.lufthansa.com/de/en/flight-information.html). In this case there may be a fare difference which is collected.
Best regards
Jens
the option to rebook free of charge without fare difference applies in case of a flight cancellation from our side. Should you not be affected by a flight cancellation and would like to postpone your travel, then you may use the rebooking options which are mentioned on our homepage (https://www.lufthansa.com/de/en/flight-information.html). In this case there may be a fare difference which is collected.
Best regards
Jens
Can you please clarify the rules of rebooking for cancelled flights without there been a fare difference? Specifically; when cancelled flights can be rebooked for without incurring a fare difference when seats are available in the same compartment.
There is much confusion regarding when cancelled flights can be rebooked to, especially when many routes are cancelled for months by LH.
Thanks,
Last edited by hugolover; Apr 2, 2020 at 10:42 am Reason: Spacing
#2294
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Jens,
Can you please clarify the rules of rebooking for cancelled flights without there been a fare difference? Specifically; when cancelled flights can be rebooked for without incurring a fare difference when seats are available in the same compartment.
There is much confusion regarding when cancelled flights can be rebooked to, especially when many routes are cancelled for months by LH.
Thanks,
Can you please clarify the rules of rebooking for cancelled flights without there been a fare difference? Specifically; when cancelled flights can be rebooked for without incurring a fare difference when seats are available in the same compartment.
There is much confusion regarding when cancelled flights can be rebooked to, especially when many routes are cancelled for months by LH.
Thanks,
I understand your confusion. There are indeed several scenarios which can apply in this case, depending on when the flight disruption takes place, the operating carrier and ticket issuer, among others. While I'm unable to provide you with an exact list, I recommend visiting our website to find out more about passenger rights. On this link you will also find a list of the frequently asked questions about flight disruptions, rebookings, and more.
Kind regards,
Heloisa
#2295
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,455
Heloisa,
All I am asking is for you to clarify the comments made by your colleague Jens. The link you provided does not mention what Jens said, which to remind you was "The option to rebook free of charge without fare difference applies in case of a flight cancellation from our side."
Can you please clarify that those pax with flight cancelled by LH can rebook without a fare difference?
For context, the understanding of those of us here is that cancelled flights can only be rebooked in the same RBD with a discount of up-to 50 EUR if the fare is higher. This is at odds with Jens's reply.
I would like you to feedback to Management that PLL LOT policy is to permit rebooking to any date, one year from departure, with no fare difference for cancelled flights. We would all be grateful if LH were to follow LOT and offer such a generous and passenger friendly rebooking procedure.
Many thanks again.
All I am asking is for you to clarify the comments made by your colleague Jens. The link you provided does not mention what Jens said, which to remind you was "The option to rebook free of charge without fare difference applies in case of a flight cancellation from our side."
Can you please clarify that those pax with flight cancelled by LH can rebook without a fare difference?
For context, the understanding of those of us here is that cancelled flights can only be rebooked in the same RBD with a discount of up-to 50 EUR if the fare is higher. This is at odds with Jens's reply.
I would like you to feedback to Management that PLL LOT policy is to permit rebooking to any date, one year from departure, with no fare difference for cancelled flights. We would all be grateful if LH were to follow LOT and offer such a generous and passenger friendly rebooking procedure.
Many thanks again.