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 22, 2020, 5:57 am
#196
Join Date: Nov 2013
Location: TXL
Programs: A3 Silver
Posts: 1,116
The only fair thing is to reimburse your ticket in cash. You paid for a promotion which doesn't happen, so money back. Maybe you can snap up the promo again later, but at least like this no-one is disadvantaged.
(And no, you are not disadvantaged because you lose out on the flight, since the promo was for a certain period of time, which will be gone by the time this all is sorted out)
(And no, you are not disadvantaged because you lose out on the flight, since the promo was for a certain period of time, which will be gone by the time this all is sorted out)
Mar 22, 2020, 6:19 am
#197
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,132
I get a feeling that the airlines mail servers are being marked as spam servers... last week I got the LH notification for bookings cancelled, but still have not received anything from Qatar who is merrily rebooking and cancelling my reservations. I tried to email myself from the QR website and didn't receive anything either.
Mar 22, 2020, 6:22 am
#198
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,547
I get a feeling that the airlines mail servers are being marked as spam servers... last week I got the LH notification for bookings cancelled, but still have not received anything from Qatar who is merrily rebooking and cancelling my reservations. I tried to email myself from the QR website and didn't receive anything either.
Does not affect FR, email and SMS.
LO both work too and they use Altea...LO system is very nice, texting you when your waitlist clears etc.
Mar 22, 2020, 7:23 am
#199
FlyerTalk Evangelist
Join Date: Oct 2001
Location: YYZ
Programs: A3&O6 Gold,IC AMB & HH Diamond
Posts: 14,132
Yes I expect the airline to honour that fare as it was their promo. If ever that fare goes down I don't think the airline will reach out to me to give me the difference back.
Mar 22, 2020, 7:49 am
#200
Join Date: Oct 2015
Location: next to HAM
Programs: LH M+M
Posts: 960
I get a feeling that the airlines mail servers are being marked as spam servers... last week I got the LH notification for bookings cancelled, but still have not received anything from Qatar who is merrily rebooking and cancelling my reservations. I tried to email myself from the QR website and didn't receive anything either.
Mar 22, 2020, 8:29 am
#201
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,132
Looking at the header lines of my cancellation email it seems LH is using 15below (https://15below.com/) to send out disruption emails. The 'all we be good' came from the usual newsletter distribution service.
15below claims:
Smart, yet simple to use. With direct integration with your reservation system and other data sources, you can keep connected with your customers on any device and any channel. Keeping your operations running smoothly and your customers informed
15below claims:
One platform for all your passenger communications
Targeted. Personalised. Automated.Smart, yet simple to use. With direct integration with your reservation system and other data sources, you can keep connected with your customers on any device and any channel. Keeping your operations running smoothly and your customers informed
Mar 22, 2020, 9:23 am
#202
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,576
Looking at the header lines of my cancellation email it seems LH is using 15below (https://15below.com/) to send out disruption emails. The 'all we be good' came from the usual newsletter distribution service.
15below claims:
15below claims:
Mar 22, 2020, 9:44 am
#203
Join Date: Jun 2010
Location: MEX
Programs: AC E75K
Posts: 4,171
So basically:
- Swiss cancels my flights and provides no notification of such.
- Once I find out by pulling my PNR online, I call in and ask for a refund.
- Agent attempts to steer me towards a rebooking with an (insulting) €50 discount.
- I insist on the refund I'm entitled to under EC261.
- Agent acknowledges that a refund "is possible" but "we are not processing refunds right now." When pressed on timing, she indicates "maybe September or December". Very similar experience to what's documented here.
- I ask for some kind of documentation to show my flights have been cancelled so I can pursue a credit card charge back or travel insurance claim.
- Agent first advises me that's not possible and later just cancels my booking and sends me a form e-mail saying "Your booking has been cancelled as requested."
(Yes, I know these are tough times for all airlines, but the different approaches various carriers have taken to handle the crisis are notable.)
Mar 22, 2020, 9:50 am
#204
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,576
Confirm the same. No notification for my cancelled flights on LX. I'm actually starting to think this is deliberate. My experience detailed here.
Now it looks like I requested the cancellation. Thankfully, I took screenshots / PDF printouts of my booking online when the flights were cancelled and hope that will suffice for the credit card company. All in all, this is extremely disingenuous and shameful on the part of LH / LX.
Now it looks like I requested the cancellation. Thankfully, I took screenshots / PDF printouts of my booking online when the flights were cancelled and hope that will suffice for the credit card company. All in all, this is extremely disingenuous and shameful on the part of LH / LX.
Mar 22, 2020, 1:47 pm
#205
Join Date: Jan 2010
Location: AMS, JFK/EWR/LGA
Programs: Flying Blue/Platinum, TK/Elite Plus, QR/Platinum, LH/FTL, Marriott/Platinum
Posts: 293
Confirm the same. No notification for my cancelled flights on LX. I'm actually starting to think this is deliberate. My experience detailed here.
So basically:
(Yes, I know these are tough times for all airlines, but the different approaches various carriers have taken to handle the crisis are notable.)
So basically:
- Swiss cancels my flights and provides no notification of such.
- Once I find out by pulling my PNR online, I call in and ask for a refund.
- Agent attempts to steer me towards a rebooking with an (insulting) €50 discount.
- I insist on the refund I'm entitled to under EC261.
- Agent acknowledges that a refund "is possible" but "we are not processing refunds right now." When pressed on timing, she indicates "maybe September or December". Very similar experience to what's documented here.
- I ask for some kind of documentation to show my flights have been cancelled so I can pursue a credit card charge back or travel insurance claim.
- Agent first advises me that's not possible and later just cancels my booking and sends me a form e-mail saying "Your booking has been cancelled as requested."
(Yes, I know these are tough times for all airlines, but the different approaches various carriers have taken to handle the crisis are notable.)
Remember, if your flight is canceled by any LH Group airlines (Lufthansa, Swiss, Austrian, Brussels, Eurowings), you are legally entitled to a full cash refund (not a voucher) back to your original form of payment, no matter what lie you are told by LH Group.
And once again, I encourage everyone whose LH Group flights are canceled now to request a full refund, unless you can rebook now with a reasonable fare difference. If you leave the ticket open now and rebook later, you (1) lose your rights to a full refund and (2) run the risk of being forced to pay a humongous amount of fare difference when time comes to rebooking, and I assure you this fare difference will be steep, given how LH Group is already trying to capitalize on this public health crisis.
Last edited by newflyer530; Mar 22, 2020 at 1:57 pm
Mar 23, 2020, 11:09 am
#206
Join Date: Feb 2011
Location: CHS
Programs: UA ex-1k, now Gold bumped up from Silver
Posts: 155
But it seems to me (in my case at least) that LH is removing flights without officially cancelling them. I suspect that if they remove the flight rather than "cancel" it, that somehow they are hoping to escape their legal obligation.
I had flights booked EWR-FRA-RIX. The FRA-RIX RIX-FRA segments have simply been removed from my online reservation. No cancellation notice. Up until yesterday, that segment was being listed as "cancelled" at lh.com ... as of today, the segment no longer exists.
I had flights booked EWR-FRA-RIX. The FRA-RIX RIX-FRA segments have simply been removed from my online reservation. No cancellation notice. Up until yesterday, that segment was being listed as "cancelled" at lh.com ... as of today, the segment no longer exists.
Mar 23, 2020, 11:11 am
#207
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,116
My LX flight cancelled. Called my OTA who have been very good and asked for a refund. They said that according to LX no refunds were going to be given only the voucher. I disagreed and told them they have two options:
1. Talk to LX and get my refund
2. Be prepared for a chargeback
They suggested I speak with LX directly at this stage so said thank you very much put the phone down and called AMEX to initiate a chargeback. Not wasting my time running around in circles.
1. Talk to LX and get my refund
2. Be prepared for a chargeback
They suggested I speak with LX directly at this stage so said thank you very much put the phone down and called AMEX to initiate a chargeback. Not wasting my time running around in circles.
Mar 23, 2020, 11:27 am
#209
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 760
They are clearly playing games. On a Swiss reservation, the outbound flight didn't show anymore, and there was a note: Call the reservation center.
However, when you went to "Send my e-ticket by mail", it came and showed the outbound as "cancelled".
However, when you went to "Send my e-ticket by mail", it came and showed the outbound as "cancelled".
Mar 23, 2020, 11:43 am
#210
Join Date: Apr 2006
Location: PRN
Programs: LH HON* || HH Diamond || Accor Gold
Posts: 1,268
My LX flight cancelled. Called my OTA who have been very good and asked for a refund. They said that according to LX no refunds were going to be given only the voucher. I disagreed and told them they have two options:
1. Talk to LX and get my refund
2. Be prepared for a chargeback
They suggested I speak with LX directly at this stage so said thank you very much put the phone down and called AMEX to initiate a chargeback. Not wasting my time running around in circles.
1. Talk to LX and get my refund
2. Be prepared for a chargeback
They suggested I speak with LX directly at this stage so said thank you very much put the phone down and called AMEX to initiate a chargeback. Not wasting my time running around in circles.
Out of curiosity, I looked at some options to rebook my cancelled flight (a simple GVA-FMO via FRA or MUC) for October. The usual K-base fare has been ca. 200-210 CHF for the flights departing in the afternoon. And now these are only available in S/V and above. The same for GVA-LWO...