Covid19: LH Group general waiver to rebook flights
Jul 13, 22, 7:24 pm - Wikipost
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Jul 2, 20, 11:47 am
#841
Join Date: Oct 2009
Location: PHX
Programs: Airline Free Agent, Bonvoy Titanium, Hyatt Globalist
Posts: 3,774
Originally Posted by cas_de
If a flight is canceled you can get a refund. There is even a website that where you can trigger the refund:
https://www.lufthansa.com/de/en/canc...ns-and-refunds
-> To online cancellation
https://www.lufthansa.com/de/en/canc...ns-and-refunds
-> To online cancellation
Jul 2, 20, 12:40 pm
#842
Join Date: Oct 2009
Location: PHX
Programs: Airline Free Agent, Bonvoy Titanium, Hyatt Globalist
Posts: 3,774
Originally Posted by Andaz
Same here.
My flighs are cancelled 100% (all of them) and I can "request a refund" online, there is even a button and the total amount paid.
But I don't trust Lufthansa so I will keep trying to get through on the phone instead, gonna give em a call 07.00 AM and hope for the best. Trying now will only get your call "parked" and nothing happens after like 20 minutes.
My flighs are cancelled 100% (all of them) and I can "request a refund" online, there is even a button and the total amount paid.
But I don't trust Lufthansa so I will keep trying to get through on the phone instead, gonna give em a call 07.00 AM and hope for the best. Trying now will only get your call "parked" and nothing happens after like 20 minutes.
Jul 2, 20, 2:27 pm
#843
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 13,957
So I submitted my chargeback with my bank. Now LH sends me this note, keep in mind I have been waiting since April 22 for a refund.
LH's response:
We would like to bring to your attention that over the past weeks, we have adjusted our rebooking options to provide you with more flexibility in regards to your future travel plans.
Your rebooking options:
In light of the current situation, Lufthansa is offering flexible rebooking options for all fares or a voucher option.
You may rebook your ticket until January 31, 2021 to a new departure date which commences no later than December 31, 2021
Tickets may be rebooked directly via our website or our service teams.
We are now offering you the additional option of securing the value of your ticket for future travel.
You can convert your ticket into a voucher and redeem this at any time. Furthermore, we`ll provide you with an additional €50 discount voucher for further travel if you make your new booking before August 31, 2020 for a departure date in 2020. (*)
This applies to all tickets issued prior to May 16, 2020. This is the way to your FLIGHT VOUCHER
If a refund remains your preferred option, you don’t have to take any action and you can disregard this email.
Open refund requests will be processed in the next 6-8 weeks. Due to high volumes, we would like to thank you for your patience and understanding for the processing delay.
In the meantime, we want to thank you for your trust in the Lufthansa Group during these challenging times! We hope we can welcome you back on board soon!
(*) subject to the condition compliance
Kind regards
Lufthansa German Airlines
LH's response:
We would like to bring to your attention that over the past weeks, we have adjusted our rebooking options to provide you with more flexibility in regards to your future travel plans.
Your rebooking options:
In light of the current situation, Lufthansa is offering flexible rebooking options for all fares or a voucher option.
You may rebook your ticket until January 31, 2021 to a new departure date which commences no later than December 31, 2021
Tickets may be rebooked directly via our website or our service teams.
We are now offering you the additional option of securing the value of your ticket for future travel.
You can convert your ticket into a voucher and redeem this at any time. Furthermore, we`ll provide you with an additional €50 discount voucher for further travel if you make your new booking before August 31, 2020 for a departure date in 2020. (*)
This applies to all tickets issued prior to May 16, 2020. This is the way to your FLIGHT VOUCHER
If a refund remains your preferred option, you don’t have to take any action and you can disregard this email.
Open refund requests will be processed in the next 6-8 weeks. Due to high volumes, we would like to thank you for your patience and understanding for the processing delay.
In the meantime, we want to thank you for your trust in the Lufthansa Group during these challenging times! We hope we can welcome you back on board soon!
(*) subject to the condition compliance
Kind regards
Lufthansa German Airlines
Jul 2, 20, 2:52 pm
#844
Join Date: Jun 2010
Location: LHR / YYZ
Programs: AC SE
Posts: 3,563
Jul 3, 20, 12:55 pm
#845
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 13,957
Originally Posted by Andaz
I got the same email and I have been waiting 2 months longer than you for my refund.
I hate LH, I hate LH, I hate LH is all I think about on a daily basis.
It's gonna take some time before I buy another LH ticket again.
I hate LH, I hate LH, I hate LH is all I think about on a daily basis.
It's gonna take some time before I buy another LH ticket again.
I asked LH to reschedule my flights for April 2021 and was told no way, you pay more or else leave in Jan 2021. And that's why I started a chargeback to get my money back after waiting since April 22.
But whats interesting is that they refunded my 150 euro tickets but not the ones that cost CAD$2200 each.
Jul 3, 20, 1:49 pm
#846
Join Date: Jul 2014
Posts: 13
My flights in September with LH and LX to Greece got cancelled. I was automatically rebooked, but my outbound flight now included an overnight connection, and my inbound flights had the two segments inverted timewise (i.e. in the absence of a time machine, that wasn't going to work). I called the helpline and after a short five minute wait the helpful operator rebooked me into much more acceptable choices. Note that my flights had originally been booked via an OTA.
Jul 6, 20, 7:10 am
#847
Join Date: Jun 2010
Location: LHR / YYZ
Programs: AC SE
Posts: 3,563
Originally Posted by SK AAR
BER ? You mean Berlin or Bergen? Presumably the first.
Under current rules you will not be be allowed to change origin to Berlin. You need to rebook the ticket; LX will waive the rebooking fee but you need to pay the up-fare/fare difference. Obviously, fares from DE are much more expensive than ex OSl flights.
There is little point in rebooking flight for September already now. Numerous schedule changes and cancellations will occur before your travel date so wait until close to your travel date to have this sorted out.
Under current rules you will not be be allowed to change origin to Berlin. You need to rebook the ticket; LX will waive the rebooking fee but you need to pay the up-fare/fare difference. Obviously, fares from DE are much more expensive than ex OSl flights.
There is little point in rebooking flight for September already now. Numerous schedule changes and cancellations will occur before your travel date so wait until close to your travel date to have this sorted out.
I've tried the German, US, and UK call centers repeatedly over the past few days, calling as early as 8am CET (for Germany) and 8am ET (for US), waiting over 60 minutes on a few occasions. What's going on with these wait times? I recall having a much easier time reaching LH even a couple months ago...
Jul 6, 20, 8:35 am
#848
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN**
Posts: 43,747
Originally Posted by capedreamer
. What's going on with these wait times? I recall having a much easier time reaching LH even a couple months ago...
Jul 6, 20, 9:36 am
#850
Join Date: Jun 2010
Location: LHR / YYZ
Programs: AC SE
Posts: 3,563
Originally Posted by oliver2002
LH & co just cleaned up their schedule to the end of the summer 2020 (October 31). Considering their are only operating 50% of their original schedule this means they have rebooked/cancelled about 10-12 million reservations in 10 days. They are expecting to have to refund about 1.2-1.8 bn € over the next three months from this wave alone. That would explain the overloaded call centers
Jul 6, 20, 10:07 am
#851
Join Date: Aug 2011
Programs: Star Alliance Gold, Oneworld Silver
Posts: 431
I'm just looking at the route network slides from LH Experts showing all the destinations for LH/LX/OS/EW/SN up to the end of October this year...
I know it says "subject to change", but I already found a whole lot of bookable flights which, according to the slides, shouldn't be there... For example, AMM (not on the slides at all) and LCY from September instead of October. There are plenty more examples.
Should I assume that flights which are on LH.com up to the end of October, and which are bookable, are now planned to operate ? Or should I believe the slides ?
I know it says "subject to change", but I already found a whole lot of bookable flights which, according to the slides, shouldn't be there... For example, AMM (not on the slides at all) and LCY from September instead of October. There are plenty more examples.
Should I assume that flights which are on LH.com up to the end of October, and which are bookable, are now planned to operate ? Or should I believe the slides ?
Last edited by FlyerLX; Jul 6, 20 at 10:13 am
Jul 6, 20, 10:15 am
#852
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 8,365
I have a LH ticket (booked on LH.com) to BOG later this week. All segments cancelled. As I understand it there is no need to call LH prior to original travel date but I can deal with it later (once I have decided whether to refund or rebook the ticket for 2021). Correct?
Jul 6, 20, 10:24 am
#853
Join Date: Aug 2011
Programs: Star Alliance Gold, Oneworld Silver
Posts: 431
Originally Posted by SK AAR
I have a LH ticket (booked on LH.com) to BOG later this week. All segments cancelled. As I understand it there is no need to call LH prior to original travel date but I can deal with it later (once I have decided whether to refund or rebook the ticket for 2021). Correct?
Jul 8, 20, 9:02 am
#854
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 8,365
Originally Posted by SK AAR
I have a LH ticket (booked on LH.com) to BOG later this week. All segments cancelled. As I understand it there is no need to call LH prior to original travel date but I can deal with it later (once I have decided whether to refund or rebook the ticket for 2021). Correct?
Jul 8, 20, 9:27 am
#855
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN**
Posts: 43,747
The 250 miles change thing is only for short notice (+/-3days) irregs to get you home, not for long term changes.
