Lufthansa cancelled flights without authorisation
#1
Original Poster
Join Date: Oct 2017
Posts: 20
Lufthansa cancelled flights without authorisation
Hi
I am new on here, but have flown extensively.
I booked return flights from Panama to Frankfurt in March and paid for preferred seating for extra legroom
I noticed a few days ago that the seat configuration had changedandf we no longer had the seats requested.
I contacted Lufthansa and have been passed around all the departments and then decided to apply for an upgrade. All ok so far
Then today I had an email to say my flights have been cancelled and I have been refundedthe tax.
I have other flights with Lufthansa to connect with these on another bookig which haven't been cancelled.
I can't seem to get hold of anyone to help with this. Would anyone have some advise rather than calling their CS department on a weekend?
Thanks so much
I am new on here, but have flown extensively.
I booked return flights from Panama to Frankfurt in March and paid for preferred seating for extra legroom
I noticed a few days ago that the seat configuration had changedandf we no longer had the seats requested.
I contacted Lufthansa and have been passed around all the departments and then decided to apply for an upgrade. All ok so far
Then today I had an email to say my flights have been cancelled and I have been refundedthe tax.
I have other flights with Lufthansa to connect with these on another bookig which haven't been cancelled.
I can't seem to get hold of anyone to help with this. Would anyone have some advise rather than calling their CS department on a weekend?
Thanks so much
#2
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,438
Hi
I am new on here, but have flown extensively.
I booked return flights from Panama to Frankfurt in March and paid for preferred seating for extra legroom
I noticed a few days ago that the seat configuration had changedandf we no longer had the seats requested.
I contacted Lufthansa and have been passed around all the departments and then decided to apply for an upgrade. All ok so far
Then today I had an email to say my flights have been cancelled and I have been refundedthe tax.
I have other flights with Lufthansa to connect with these on another bookig which haven't been cancelled.
I can't seem to get hold of anyone to help with this. Would anyone have some advise rather than calling their CS department on a weekend?
Thanks so much
I am new on here, but have flown extensively.
I booked return flights from Panama to Frankfurt in March and paid for preferred seating for extra legroom
I noticed a few days ago that the seat configuration had changedandf we no longer had the seats requested.
I contacted Lufthansa and have been passed around all the departments and then decided to apply for an upgrade. All ok so far
Then today I had an email to say my flights have been cancelled and I have been refundedthe tax.
I have other flights with Lufthansa to connect with these on another bookig which haven't been cancelled.
I can't seem to get hold of anyone to help with this. Would anyone have some advise rather than calling their CS department on a weekend?
Thanks so much
#4
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 760
First, I hope that if they cancelled your flight, you would get the full fare back, not only the tax (unless it was a reward flight).
Second, if they cancel the flight, they should provide you with a replacement option that brings you to your destination at around the same time (instead of reimbursement).
Best to call the customer service, since email will take weeks.
Second, if they cancel the flight, they should provide you with a replacement option that brings you to your destination at around the same time (instead of reimbursement).
Best to call the customer service, since email will take weeks.
#5
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 20,922
The answer here in red
How were the flights paid for? Money or ff miles? Your credit card?
Reservation made when (a few days ago or months)?
What does the schedule show? Flights on other days?
As the "other flights with Lufthansa to connect with these on another booking" are separate they will not be influenced by another booking.
March 2019 is a lot time away so plenty of time to sort out.
Reservation made when (a few days ago or months)?
What does the schedule show? Flights on other days?
As the "other flights with Lufthansa to connect with these on another booking" are separate they will not be influenced by another booking.
March 2019 is a lot time away so plenty of time to sort out.
#6
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,438
#7
Join Date: Mar 2008
Posts: 4,859
Even far in advanced, Lufthansa is bound by the EU laws to offer a suitable and comparable alternative when they cancel the flights.
Enforcing that law however is a different story, so you may be better off just getting your money back and then booking with a different carrier.
Enforcing that law however is a different story, so you may be better off just getting your money back and then booking with a different carrier.
#8
Original Poster
Join Date: Oct 2017
Posts: 20
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
#9
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 760
So do you say that the flight is actually happening, they just cancelled your ticket ?
Would be maybe good if you provided more details, like flight numbers and dates...
Also - if they cancelled the flight supposedly since you asked them for, it would make sense that you only got the tax back. But they should have a recording of the call which would then make it clear whether there is ground for the cancellation or not.
All that is best to discuss over phone, I think.
Would be maybe good if you provided more details, like flight numbers and dates...
Also - if they cancelled the flight supposedly since you asked them for, it would make sense that you only got the tax back. But they should have a recording of the call which would then make it clear whether there is ground for the cancellation or not.
All that is best to discuss over phone, I think.
#11
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 760
Ok - I guess there is no other way than calling them and telling them you haven't cancelled, so they need to provide evidence as to why they did (I guess someone in the call center misunderstood something - but that should be clarified when they produce the reporting).
Ticket price shouldn't influence this.
Ticket price shouldn't influence this.
#13
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,817
Why dont you copy and paste the body of the email here with any personal information redacted? That will help us see why this might have happened. The wording used by LH may give us a clue.
#14
Original Poster
Join Date: Oct 2017
Posts: 20
Wed. 17 October 2018: PANAMA CITY PA - FRANKFURT DE 19:15 hPANAMA CITY PA TOCUMEN INTL (PTY)13:20 h +1FRANKFURT DE FRANKFURT INTL (FRA)
TERMINAL 1LH485operated by: LUFTHANSA CITYLINEStatus: cancelledClass: ECONOMY (K)Free baggage allowance: 1 piece of baggage and 1 piece of hand baggageMon. 05 November 2018: FRANKFURT DE - PANAMA CITY PA 10:40 hFRANKFURT DE FRANKFURT INTL (FRA)
TERMINAL 116:40 hPANAMA CITY PA TOCUMEN INTL (PTY)LH484operated by: LUFTHANSA CITYLINEStatus: cancelledClass: ECONOMY (K)Free baggage allowance: 1 piece of baggage and 1 piece of hand baggageRefundPassenger TypeFare RefundTaxes & Charges RefundPassengersTotal Price of your TicketsAdults0.00 USD179.14 USD2358.28 USDTotal Refund358.28 USDLufthansa Online ServicesYou can view and amend your booking at any time online at lufthansa.com.
You don't need to register to do this; just log in with your booking code and surname.Under Flight Status you can find out about details of your flight from as early as 5 days before departure and activate automatic notifications for up-dated departure information. This applies to all flights that are operated by Lufthansa, Lufthansa Regional, Austrian Airlines, SWISS, Eurowings or Germanwings.Show bookingRebook flightCancel flightHelpWe regret that you cancelled your booking.
Thank your for using our online service.Kind regards
Lufthansa German Airlines
TERMINAL 1LH485operated by: LUFTHANSA CITYLINEStatus: cancelledClass: ECONOMY (K)Free baggage allowance: 1 piece of baggage and 1 piece of hand baggageMon. 05 November 2018: FRANKFURT DE - PANAMA CITY PA 10:40 hFRANKFURT DE FRANKFURT INTL (FRA)
TERMINAL 116:40 hPANAMA CITY PA TOCUMEN INTL (PTY)LH484operated by: LUFTHANSA CITYLINEStatus: cancelledClass: ECONOMY (K)Free baggage allowance: 1 piece of baggage and 1 piece of hand baggageRefundPassenger TypeFare RefundTaxes & Charges RefundPassengersTotal Price of your TicketsAdults0.00 USD179.14 USD2358.28 USDTotal Refund358.28 USDLufthansa Online ServicesYou can view and amend your booking at any time online at lufthansa.com.
You don't need to register to do this; just log in with your booking code and surname.Under Flight Status you can find out about details of your flight from as early as 5 days before departure and activate automatic notifications for up-dated departure information. This applies to all flights that are operated by Lufthansa, Lufthansa Regional, Austrian Airlines, SWISS, Eurowings or Germanwings.Show bookingRebook flightCancel flightHelpWe regret that you cancelled your booking.
Thank your for using our online service.Kind regards
Lufthansa German Airlines
#15
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I strongly urge a phone call during regular business hours (in Europe). It is impossible to speculate as to what happened, but all it takes is someone typing the wrong series of keys in searching for seats to wind up cancelling a ticket.
While errors do occur on the phone, it is easy enough to stay on the phone and to reconfirm the details through a readback before terminating the call.
A suggestion: using loaded terms such as "without authorization" is the worst way to handle the call. At least to start, just explain the simple facts and ask how LH will fix the issue. How all of this occurred is irrelevant so long as the tickets are reinstated.
While errors do occur on the phone, it is easy enough to stay on the phone and to reconfirm the details through a readback before terminating the call.
A suggestion: using loaded terms such as "without authorization" is the worst way to handle the call. At least to start, just explain the simple facts and ask how LH will fix the issue. How all of this occurred is irrelevant so long as the tickets are reinstated.