ssiedler

I'm flying from PHX to LHR via Frankfurt on May 23 for a week and decided to change my return leg to a different flight on the same day using the rebooking feature on Lufthansa's website. The new flight I picked showed a total fare difference of -$9.04. I decided to make the change and was prompted to confirm my credit card which would be credited the $9.04 fair difference. After completing the rebooking, I received an email confirmation with my new itinerary along along with the total ticket cost shown as $2247.62 which was the same price as my original booking. However, when I went to select my seat on the new flight, I noticed that the total ticket price displayed was now $3495.53 ($1247.91 more than my original ticket). I thought there must me something wrong so I decided to check my credit card and sure enough, there was a temporary charge for $1247.91 posted to my Amex card!!?? At no point during the rebooking process was I made aware that the new ticket would cost me and additional $1247.91 as it only showed that the new flight was $9.02 less than my original flight.

I called Lufthansa and after waiting over an hour on hold, got ahold of an agent and after explaining what had happened, he came off as being annoyed and unwilling to take the time to help resolve the my issue so instead, he brushed me off and told me I would have to send an email to Lufthansa Customer Relations to get the overcharge investigated. I asked to speak to his supervisor and he said that would make no difference and that my only option was to send an email. Realizing that there was no point wasting any more time with the agent, I ended the call and drafted an email and included the rebooking confirmation email that showed the total ticket cost was the same as my original booking.

Two weeks have passed since sending an email to Lufthansa Customer Relations and I have yet to receive a response. My trip starts in 2 days so I'm hoping that I will be able to sort this out with Lufthansa while I'm in Frankfurt waiting for my flight connection to LHR. Has anyone else been charged more than advertised when making a voluntary change to their ticket? If so, were you able to get Lufthansa to refund the unauthorized charges and how did you go about getting the refund?

Scott

nufnuf77

I have been in slightyl different position, but i noticed there are usually two charges displayed online. One is for fare difference and one is for tax difference. It is possible your new itinerary is cheaper from tax standpoint but more expensive fare is being used. did you take screenshot of the rebooking tool prior to clicking on the change?

ssiedler

Unfortunately I didn’t. Lufthansa was, up until that point, an honest and reputable airline so the thought never crossed my mind.

Kanika Ghai

Hi Scott, was your issue ever resolved? I was grossly overcharged similar to you for rebooking a flight on the Lufthansa app. $1470 instead of $250!! And I had no indication of that when I went in to rebook!!

kai.lileboo

Everytime I tried to rebook via LH app I ALWAYS got penalty+ fare difference, even though I rebooked to the same booking class, for the same flights, same time! Recently I tried to change business (D) for later 3h departure (same conex) and I got: 35€ penalty + 140€ fare difference, although the business (D) saver was exactly the same price! So it is NEVER penalty only.

Neena Chandran

Did you get any help from Lufthansa customer service or did they refund you ? We are in same situation when we changed the dates 6 $ is credited but they di da transaction of 3029$ and trying to talk to Lufthansa service and we emailed the customer.relations no response . How do i get the money back ?

FlyingJazzy

This is insane! Looks like a cheating: gives you $6 and for exchange they take $3029 from you.
Wish you can sort this out ASAP...

Neena Chandran

tried calling customer service many times they didnt help .Their online tool is cheating. No where mentioning the price of the ticket until you see the credit card statement.