Lufthansa cancelled flights without authorisation
Aug 5, 2018, 6:52 pm
#16
Join Date: Dec 2012
Location: YVR, HNL
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Posts: 7,833
I paid via credit card in March
The flights are for October. I noticed our seats which we had paid for were changed without notice and had contacted Lufthansa via email to request them back, I also applied for an upgrade.
The next thing is a few days later I received an email saying the booking had been cancelled. I certainly didn't cancel it but the email implies I did
I have tried online to look at the booking but it says it's cancelled.
We will call CS tomorrow if we don't hear back via email/social media. I just have an idea they will try and blame me for cancelling it
The flights are for October. I noticed our seats which we had paid for were changed without notice and had contacted Lufthansa via email to request them back, I also applied for an upgrade.
The next thing is a few days later I received an email saying the booking had been cancelled. I certainly didn't cancel it but the email implies I did
I have tried online to look at the booking but it says it's cancelled.
We will call CS tomorrow if we don't hear back via email/social media. I just have an idea they will try and blame me for cancelling it
Aug 6, 2018, 12:28 am
#17
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,187
If you call reservations you can resolve this much quicker that writing emails orgoing ballistic on social media. Every change to a reservation is recorded, so if someone made changes it can be traced.
Aug 6, 2018, 2:53 am
#18
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
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Posts: 11,852
Indeed, rather than to make a rant here the OP should call LH/reservations to have this resolved. Most likely some kind of misunderstanding, but luckily there is plenty of time to the departure date.
Aug 6, 2018, 4:01 am
#19
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Join Date: Aug 2000
Location: London
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I'd have thought it simpler and more effective to deal with the airline's reservation team than with a bunch of strangers in a chat room.
Please don't even think of answering requests to publish details of your tickets and correspondence with Lufthansa. We all love to know the nitty griity of these things, but its best to limit the personal information you put online.
Please don't even think of answering requests to publish details of your tickets and correspondence with Lufthansa. We all love to know the nitty griity of these things, but its best to limit the personal information you put online.
Aug 6, 2018, 4:06 am
#20
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
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Posts: 31,452
We can have a great time speculating why your tickets were cancelled. Maybe LH suspected a stolen credit card, maybe your card declined it, maybe you bought an error fare, maybe LH forgot to ticket it, maybe maybe maybe. You are providing information in piecemeal, which is not helpful at all. I get the sense that there is more to the story than is provided here. Be that as it may, I suspect your best bet is to get in touch with LH reservations directly.
Aug 6, 2018, 4:08 am
#21
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Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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We can have a great time speculating why your tickets were cancelled. Maybe LH suspected a stolen credit card, maybe your card declined it, maybe you bought an error fare, maybe LH forgot to ticket it, maybe maybe maybe. You are providing information in piecemeal, which is not helpful at all. I get the sense that there is more to the story than is provided here. Be that as it may, I suspect your best bet is to get in touch with LH reservations directly.
Aug 6, 2018, 5:31 pm
#23
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Aug 13, 2018, 3:13 pm
#24
Original Poster
Join Date: Oct 2017
Posts: 20
We called their CS in Frankfurt only to be told that the booking had been cancelled online, htey couldn't say if it was us but it had been, so basically nothing they could do. We asked to be put through to a supervisor who refused to take our call.
Amazed at how bad their CS is, they can't prove it was us or won't admit it was their end. No-one emails back and we tried another department for claims and were on ho,d for 1 hour 20mins before giving up. I guess it's a new flight and small claims court?
Amazed at how bad their CS is, they can't prove it was us or won't admit it was their end. No-one emails back and we tried another department for claims and were on ho,d for 1 hour 20mins before giving up. I guess it's a new flight and small claims court?
Aug 13, 2018, 3:42 pm
#27
Original Poster
Join Date: Oct 2017
Posts: 20
I have checked my history in case I had checked my booking that day and nothing! My cancellation email came in at 11.06am and I checked at 11.07am and then e,mailed them, so hadn't even checked Lufthansa that day! My husband was out in town without internet access.
So this must prove that it's either a glitch or Lufthansa cancelled it
So this must prove that it's either a glitch or Lufthansa cancelled it
Aug 13, 2018, 4:05 pm
#28
Moderator: SAS
Join Date: Feb 2018
Location: BLL & CPH & ZRH
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Posts: 3,153
Does anybody have your booking reference number apart from you?
(Did you unknowingly post a pic if it somewhere maybe? or shared it?)
Because to me it seems really weird that a system would cancel a ticket itself and then stating it was cancelled online (by you). I mean the odds of that are minimal.
I bet that someone (maybe unknowingly) cancelled it.
(Did you unknowingly post a pic if it somewhere maybe? or shared it?)
Because to me it seems really weird that a system would cancel a ticket itself and then stating it was cancelled online (by you). I mean the odds of that are minimal.
I bet that someone (maybe unknowingly) cancelled it.