Jul 29, 2020, 12:54 am
Last edit by: oliver2002
If any of your flights in the reservation are cancelled or changed significantly, you can change/refund the ticket as per the section 4.1.2 in this document: https://www.lufthansaexperts.com/shared/files/lufthansa/public/mcms/folder_102/folder_3625/file_143775.pdf
If you still want to fly as (re)booked after a schedule change, you need to reconfirm the reservation with a certain number of days as show here: https://www.lufthansaexperts.com/shared/files/lufthansa/public/mcms/folder_102/folder_3625/file_147814.pdf
If you want to change your ticket due to the uncertanty associated with the Covid 19 pandemic, two kinds of waivers are available which are explained here: https://www.lufthansaexperts.com/shared/files/lufthansa/public/mcms/folder_102/folder_3625/file_147655.pdf
Any changes are best done by the agency that booked your ticket. If you booked directly with LH they will handle the rebooking/reissue and/or refunds. This should be done by calling in. Online functionality of LH.com is rather poor.
If you still want to fly as (re)booked after a schedule change, you need to reconfirm the reservation with a certain number of days as show here: https://www.lufthansaexperts.com/shared/files/lufthansa/public/mcms/folder_102/folder_3625/file_147814.pdf
If you want to change your ticket due to the uncertanty associated with the Covid 19 pandemic, two kinds of waivers are available which are explained here: https://www.lufthansaexperts.com/shared/files/lufthansa/public/mcms/folder_102/folder_3625/file_147655.pdf
Any changes are best done by the agency that booked your ticket. If you booked directly with LH they will handle the rebooking/reissue and/or refunds. This should be done by calling in. Online functionality of LH.com is rather poor.
Covid19: LH Group general waiver to rebook flights
Mar 24, 2020, 7:20 am
#226
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
All airlines of any size have suspended refunding tickets, the amadeus TA forum is full of confused agents... Every airline is giving out these vouchers now, EK is the only one who is offering 720 day vouchers. Something must have happened last week on a IATA level because the block has been implemented on the BSP, which is the clearing house for all tickets issued by IATA airlines & agents.
Mar 24, 2020, 7:41 am
#227
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,182
Mar 24, 2020, 7:50 am
#228
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
Lufthansa have gotten wind of us using European and US DOT rules to push for refunds within 7 days. Here's a statement I just saw from them on the Lufthansa USA Twitter account (bolding mine):
"Hi, here's our statement: "Refunds continue to remain possible. Our service centers, however, are at present giving priority to necessary rebookings and the coordination of repatriation flights. We are also aware of the legal situation, and refunds of course continue to remain possible. We kindly ask for your understanding that due to the current situation it is not possible to uphold the usual deadlines."
This, to me, seems like LH is throwing down the gauntlet and betting that regulators will turn a blind eye to their (in)action.
"Hi, here's our statement: "Refunds continue to remain possible. Our service centers, however, are at present giving priority to necessary rebookings and the coordination of repatriation flights. We are also aware of the legal situation, and refunds of course continue to remain possible. We kindly ask for your understanding that due to the current situation it is not possible to uphold the usual deadlines."
This, to me, seems like LH is throwing down the gauntlet and betting that regulators will turn a blind eye to their (in)action.
Mar 24, 2020, 8:16 am
#229
Join Date: Jul 2007
Location: Copenhagen, Denmark (CPH)
Programs: Grounded ex-Flyer
Posts: 282
All airlines of any size have suspended refunding tickets, the amadeus TA forum is full of confused agents... Every airline is giving out these vouchers now, EK is the only one who is offering 720 day vouchers. Something must have happened last week on a IATA level because the block has been implemented on the BSP, which is the clearing house for all tickets issued by IATA airlines & agents.
I talked to LH yesterday and asked to cancel my above-mentioned reservation (four segments, three of which showing cancelled by LH in "My Bookings") and get a refund. Based on thread here I was prepared to have to "fight back" attempts to get me to rebook or get a voucher, but none of that. The agent just said OK, will do that, and I received the etix cancellation email minutes later. Reservation is no longer in "My Bookings"
Should I be worried for my refund now ?
Thanks, J-
Mar 24, 2020, 8:58 am
#230
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
Thanks for the information - although this is a bit too technical for me
I talked to LH yesterday and asked to cancel my above-mentioned reservation (four segments, three of which showing cancelled by LH in "My Bookings") and get a refund. Based on thread here I was prepared to have to "fight back" attempts to get me to rebook or get a voucher, but none of that. The agent just said OK, will do that, and I received the etix cancellation email minutes later. Reservation is no longer in "My Bookings"
Should I be worried for my refund now ?
Thanks, J-
I talked to LH yesterday and asked to cancel my above-mentioned reservation (four segments, three of which showing cancelled by LH in "My Bookings") and get a refund. Based on thread here I was prepared to have to "fight back" attempts to get me to rebook or get a voucher, but none of that. The agent just said OK, will do that, and I received the etix cancellation email minutes later. Reservation is no longer in "My Bookings"
Should I be worried for my refund now ?
Thanks, J-
Mar 24, 2020, 9:01 am
#231
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Thanks for the information - although this is a bit too technical for me
I talked to LH yesterday and asked to cancel my above-mentioned reservation (four segments, three of which showing cancelled by LH in "My Bookings") and get a refund. Based on thread here I was prepared to have to "fight back" attempts to get me to rebook or get a voucher, but none of that. The agent just said OK, will do that, and I received the etix cancellation email minutes later. Reservation is no longer in "My Bookings"
Should I be worried for my refund now ?
Thanks, J-
I talked to LH yesterday and asked to cancel my above-mentioned reservation (four segments, three of which showing cancelled by LH in "My Bookings") and get a refund. Based on thread here I was prepared to have to "fight back" attempts to get me to rebook or get a voucher, but none of that. The agent just said OK, will do that, and I received the etix cancellation email minutes later. Reservation is no longer in "My Bookings"
Should I be worried for my refund now ?
Thanks, J-
Mar 24, 2020, 9:21 am
#232
Join Date: Jul 2007
Location: Copenhagen, Denmark (CPH)
Programs: Grounded ex-Flyer
Posts: 282
Email title is "etix Cancellation Confirmation" , email body is
[Lufthansa logo]
Cancellation confirmation
Lufthansa booking code:
XXYYZZ
Lufthansa Service Center
Phone: +49 (0) 69 86 799 799
Passenger information
J / Judge J / MrsJudge
J / Junior (child)
This reservation was cancelled on 23. March 2020.
Kind regards
Lufthansa German Airlines
__________________________
(and to be clear, it's LH, not LX)
Thanks,
J-
[Lufthansa logo]
Cancellation confirmation
Lufthansa booking code:
XXYYZZ
Lufthansa Service Center
Phone: +49 (0) 69 86 799 799
Passenger information
J / Judge J / MrsJudge
J / Junior (child)
This reservation was cancelled on 23. March 2020.
Kind regards
Lufthansa German Airlines
__________________________
(and to be clear, it's LH, not LX)
Thanks,
J-
Mar 24, 2020, 9:29 am
#233
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,583
All airlines of any size have suspended refunding tickets, the amadeus TA forum is full of confused agents... Every airline is giving out these vouchers now, EK is the only one who is offering 720 day vouchers. Something must have happened last week on a IATA level because the block has been implemented on the BSP, which is the clearing house for all tickets issued by IATA airlines & agents.
Think how difficult it is to get EC261 in the best of times.
I am sure IATA do not advocate violating local laws.
Mar 24, 2020, 10:25 am
#234
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
Email title is "etix Cancellation Confirmation" , email body is
[Lufthansa logo]
Cancellation confirmation
Lufthansa booking code:
XXYYZZ
Lufthansa Service Center
Phone: +49 (0) 69 86 799 799
Passenger information
J / Judge J / MrsJudge
J / Junior (child)
This reservation was cancelled on 23. March 2020.
Kind regards
Lufthansa German Airlines
__________________________
(and to be clear, it's LH, not LX)
Thanks,
J-
[Lufthansa logo]
Cancellation confirmation
Lufthansa booking code:
XXYYZZ
Lufthansa Service Center
Phone: +49 (0) 69 86 799 799
Passenger information
J / Judge J / MrsJudge
J / Junior (child)
This reservation was cancelled on 23. March 2020.
Kind regards
Lufthansa German Airlines
__________________________
(and to be clear, it's LH, not LX)
Thanks,
J-
Mar 24, 2020, 12:42 pm
#235
Join Date: Dec 2010
Location: NYC
Programs: Kettle Class
Posts: 796
I'm past the 15 day mark waiting for a refund on a refundable N fare! It seems like the flows for all refunds, natural or ones less so, are being affected.
Mar 24, 2020, 12:49 pm
#236
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
Mar 24, 2020, 2:25 pm
#237
Join Date: Mar 2008
Location: Eastern Europe
Programs: LH SEN LT , Hilton
Posts: 185
Cancelled my April 2nd flgt to USA last wk via my TA & received the refund from LH in 3 days !
Cancelled 2nd flgt yesterday 1st May to USA via TA & now it went through BSP & told it will around 40 days to receive the refund.....
Regarding SEN line got through today to German No. in 30 seconds to ask about a 3rd flgt to USA which is now also cancelled & was offered a refund without any question back to the card ( booked lh.com) received the same email as previous posting after ' cancelled flight' but no mention of refund in the text , will see how long it takes to hit the account.
Cancelled 2nd flgt yesterday 1st May to USA via TA & now it went through BSP & told it will around 40 days to receive the refund.....
Regarding SEN line got through today to German No. in 30 seconds to ask about a 3rd flgt to USA which is now also cancelled & was offered a refund without any question back to the card ( booked lh.com) received the same email as previous posting after ' cancelled flight' but no mention of refund in the text , will see how long it takes to hit the account.
Mar 24, 2020, 7:41 pm
#238
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,583
LOT policy makes a joke of LH
Take a look at the way LOT are wiping the floor with LH Group (and many other crappy carriers right now) policy:
Following the Law.
Flight cancelled: 1) rebook for free, no upsell, for one year plus a 30% discount on fare for future booking
2) Change destination, with 200 PLN discount if fare is higher.
3) Refund: in full not a voucher
Flight NOT cancelled
1) Change date with a 200 PLN discount if fare is higher.
2) Refund per fare conditions
The form on the website is geared up to rebook pax without payment, making it very easy for agents to rebook pax who want to change date. It will be a very easy job for them. They push not to take a refund but it’s clear they will give you one.
LH Group, BArb (no surprise there) are a total joke and IATA should be ashamed they blatantly breach EU and domestic laws plus their own CoC with scam rebook policies and refunds.
Spohr take heed of your Polish friends across the border and put your loyal pax first.
Following the Law.
Flight cancelled: 1) rebook for free, no upsell, for one year plus a 30% discount on fare for future booking
2) Change destination, with 200 PLN discount if fare is higher.
3) Refund: in full not a voucher
Flight NOT cancelled
1) Change date with a 200 PLN discount if fare is higher.
2) Refund per fare conditions
The form on the website is geared up to rebook pax without payment, making it very easy for agents to rebook pax who want to change date. It will be a very easy job for them. They push not to take a refund but it’s clear they will give you one.
LH Group, BArb (no surprise there) are a total joke and IATA should be ashamed they blatantly breach EU and domestic laws plus their own CoC with scam rebook policies and refunds.
Spohr take heed of your Polish friends across the border and put your loyal pax first.
Mar 24, 2020, 8:18 pm
#239
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
Yes, hugolover LOT is really stepping up to the plate on this, though I deduct a few micropoints for your abject failure to refer to her by her proper name - Basia 
Mar 25, 2020, 2:25 am
#240
Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: *A Gold (A3), HHonor Gold
Posts: 5,699
Data point: I had a booking to BCN for this week-end. I called a few minutes ago the service center, was connected fairly quickly. The agent confirmed the flights were cancelled (never received a notification and Manage your Booking was not clear), proposed the voucher thingie or a full refund. Full refund taken and the agent processed the cancellation. I am supposed to receive an email with confirmation of cancellation + refund (not received yet) and the full refund to be processed (10 days but might be longer). Will see what actually happen.