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
Feb 14, 2021, 7:20 am
#1171
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
Four push-backs and I was ready to give up. So thanks for the encouragement!
chris63
A stunningly good piece of advice - thanks! The agent on the First-line smashed through the ticket validity barrier and had me rebooked in minutes. I asked why it had proved so difficult with other agents: she suggested maybe because she sits in Berlin on top of all the latest information.......
Feb 15, 2021, 2:03 am
#1172
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,848
Let us hope I will actually be able to travel to BOG this summer (the ticket was from March 2020 for travel to Colombia in July 2020 but obviously (invol) cancelled at some point in the spring 2020; then ticket was "on hold" until rebooked some time ago).
Feb 18, 2021, 5:18 am
#1173
Join Date: May 2019
Location: North Wales
Programs: BAEC, M&M
Posts: 88
Some advice please for a befuddled reader.
I booked 2 P returns MAN-OPO via FRA for 5/6/2021 returning a week later.
Booking was made 24/08/2020
I think it would be prudent to consider options of cancelling or changing flights.
I have combed the LH web pages and this forum and, to be honest, I cannot make head nor tail of the up to date rules.
I really would be very grateful if someone could please put in a nutshell, if I can cancel without penalty, and/or, if I can change dates/destinations without penalty.
Many thanks
I booked 2 P returns MAN-OPO via FRA for 5/6/2021 returning a week later.
Booking was made 24/08/2020
I think it would be prudent to consider options of cancelling or changing flights.
I have combed the LH web pages and this forum and, to be honest, I cannot make head nor tail of the up to date rules.
I really would be very grateful if someone could please put in a nutshell, if I can cancel without penalty, and/or, if I can change dates/destinations without penalty.
Many thanks
Feb 18, 2021, 5:53 am
#1174
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,848
Why would you chance flights for May or June already now? (I can't figure out if you mean 5 June og 6 May as travel date). I suggest to see if LH cancels one of your flights; then you can ask for refund or rebook if you prefer this.
Outside invol. rebooking, you can't cancel for full refund or rebook without payment of fare difference. Change of destination will lead to recalculation of the fare.
Outside invol. rebooking, you can't cancel for full refund or rebook without payment of fare difference. Change of destination will lead to recalculation of the fare.
Feb 18, 2021, 6:18 am
#1175
Join Date: May 2019
Location: North Wales
Programs: BAEC, M&M
Posts: 88
Why and when I chose to fly is not germaine to my query.
I am using the standard UK and most of the rest of the world's (except USA) notation of dates
Is this a definitive interpretation of the current regulations, or is it your own thought?
Feb 18, 2021, 6:30 am
#1176
FlyerTalk Evangelist
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK Elite Plus,BAEC GGL,ITA Executive, AFKL Gold,QR Gold,HH Diamond,Bonvoy Gold,ALL Gold
Posts: 14,186
Feb 19, 2021, 4:37 am
#1177
Join Date: Aug 2019
Location: Denmark, ½ hour drive from BLL
Posts: 140
FlyerLX posted in another thread that the Summer program cancellations have started rolling out.
Therefore, I just checked my booking for BLL-FRA-MIA, out on April 22, and back on May 1.
Outbound changed from April 22 to April 23 and from A319 and B748 to E190 and A333.
Inbound has had no changes at all, still shows as B748 and A319 - but the flight is indeed in May.
Will be requesting a refund right away.
Do note that it seems that (at least for now) the cancellations are "released" month by month. Our outbound April flight was already changed, but our May1 flights have not been amended yet, neither on equipment nor the flight schedule.
Therefore, I just checked my booking for BLL-FRA-MIA, out on April 22, and back on May 1.
Outbound changed from April 22 to April 23 and from A319 and B748 to E190 and A333.
Inbound has had no changes at all, still shows as B748 and A319 - but the flight is indeed in May.
Will be requesting a refund right away.
Do note that it seems that (at least for now) the cancellations are "released" month by month. Our outbound April flight was already changed, but our May1 flights have not been amended yet, neither on equipment nor the flight schedule.
Feb 19, 2021, 5:17 am
#1178
Join Date: Aug 2019
Location: Denmark, ½ hour drive from BLL
Posts: 140
Just a follow-up: If I choose a refund, I am sent to a Lufthansa website that says something like "your refund request has been received". However, I haven't received a new e-mail confirming my request. I suppose Lufthansa's mail servers are overloaded right now, but I just want to know if I should expect an e-mail confirmation at any point or not?
Thanks.
Thanks.
Feb 19, 2021, 5:46 am
#1179
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
Just a follow-up: If I choose a refund, I am sent to a Lufthansa website that says something like "your refund request has been received". However, I haven't received a new e-mail confirming my request. I suppose Lufthansa's mail servers are overloaded right now, but I just want to know if I should expect an e-mail confirmation at any point or not?
Thanks.
Thanks.
Feb 19, 2021, 6:42 am
#1180
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,186
Yes, calling in is better. Someone reported in this or the refund thread that the email refund button works better, but YMMV. Alternatively call in after clicking the email refund button to make sure things were recorded properly. Refunds are now handled by TCS in India, and it seems they have automated things a bit more.
Feb 19, 2021, 9:30 am
#1181
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,848
It was reported a few days ago that doing the refund request online (after cancellation of one or more flights, obviously) was much more faster than requesting it by phone.
It has also been reported in the past that you don't receive any emails confirming the refund or refund amount. Just wait for the refund to hit your credit card. So I suggest a bit of patience here; most likely the (full) refund will appear within a few days/a week or two.
It has also been reported in the past that you don't receive any emails confirming the refund or refund amount. Just wait for the refund to hit your credit card. So I suggest a bit of patience here; most likely the (full) refund will appear within a few days/a week or two.
Feb 19, 2021, 2:39 pm
#1182
Join Date: Aug 2019
Location: Denmark, ½ hour drive from BLL
Posts: 140
capedreamer oliver2002 SK AAR Thanks all. I called the Danish number (male CSA had British accent or "pretend"-accent) and asked for confirmation that my refund request (which I made by using the e-mail button) was received. He confirmed this and sent me an e-mail with almost no text, just the booking number, passenger names and the text "Unfortunately we had to cancel your booking on 19 February 2021." I also asked for confirmation on the refund for the other half of our party on a separate booking. He said this would be done as well, but after two hours I hadn't received any confirmation e-mail for that booking. I called again and got to a female CSA (could very well be Indian), who also confirmed that the refund request for the second booking was received, she too would send a confirmation e-mail, but here six hours later I still haven't received it. I suppose everything is OK with both bookings, though.
On both calls waiting time was less than five minutes.
On both calls waiting time was less than five minutes.
Feb 19, 2021, 3:05 pm
#1183
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,186
You likely ended up in the CPT call center. LH doesn't have any call center in India, only the fare, ticketing and refund backoffice is based there.
Feb 19, 2021, 4:14 pm
#1184
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
capedreamer oliver2002 SK AAR Thanks all. I called the Danish number (male CSA had British accent or "pretend"-accent) and asked for confirmation that my refund request (which I made by using the e-mail button) was received. He confirmed this and sent me an e-mail with almost no text, just the booking number, passenger names and the text "Unfortunately we had to cancel your booking on 19 February 2021." I also asked for confirmation on the refund for the other half of our party on a separate booking. He said this would be done as well, but after two hours I hadn't received any confirmation e-mail for that booking. I called again and got to a female CSA (could very well be Indian), who also confirmed that the refund request for the second booking was received, she too would send a confirmation e-mail, but here six hours later I still haven't received it. I suppose everything is OK with both bookings, though.
On both calls waiting time was less than five minutes.
On both calls waiting time was less than five minutes.
There's never been a problem (apart from lengthy delays, one leading to intervention by my credit card folk); but caution prevails and I make a note of time and date of the refund conversation together with the name the agent gives me. Just in case
Feb 20, 2021, 5:26 pm
#1185
Join Date: Aug 2019
Location: Denmark, ½ hour drive from BLL
Posts: 140
I've had to make quite a number of refund requests, but never have I receive any confirmation that the refund is being processed, or even that it has been submitted for refund. I'm guessing they worry about the exact wording of any acknowledgement when the whole thing is still open to the interpretation and resolution by whatever back office handles these things.
There's never been a problem (apart from lengthy delays, one leading to intervention by my credit card folk); but caution prevails and I make a note of time and date of the refund conversation together with the name the agent gives me.
There's never been a problem (apart from lengthy delays, one leading to intervention by my credit card folk); but caution prevails and I make a note of time and date of the refund conversation together with the name the agent gives me.