NO EU 261 payment from lufthansa
Jan 18, 2023, 6:01 pm
#1
Original Poster
Join Date: Dec 2007
Posts: 111
NO EU 261 payment from lufthansa
I had an EU 261 claim from Lufthansa in July 2022. In oct 2022 they agreed to pay and asked for bank details. In "some days" I would receive payment. Some days have passed and indeed no payment has arrived. In 2022 I had EU261 claims with multiple other airlines. All paid in a reasonable amount of time after a little bit of pestering. Not LH. It's been almost 7 months now. Anyone else in a similar situation?
Jan 18, 2023, 6:19 pm
#2
Join Date: Oct 2021
Location: MUC/PAR/MIA
Programs: LH SEN; DL PM; Hertz PC; Bonvoy Gold
Posts: 197
I had an EU 261 claim from Lufthansa in July 2022. In oct 2022 they agreed to pay and asked for bank details. In "some days" I would receive payment. Some days have passed and indeed no payment has arrived. In 2022 I had EU261 claims with multiple other airlines. All paid in a reasonable amount of time after a little bit of pestering. Not LH. It's been almost 7 months now. Anyone else in a similar situation?
Jan 18, 2023, 7:13 pm
#5
Join Date: Dec 2001
Posts: 1,617
LH seems to be still at it, or rather still not at it when it comes to EU 261 claims processing and payments.
I submitted a claim for very straightfoward case in November. We were ticketed on ATH-FRA on LH with a connection to the last FRA-SFO flight of the day on UA (all on the same ticket). The ATH-FRA LH flight arrived late into FRA, under the 45 minute minimum connect time and at a remote bus gate to boot. We didn't make it to the gate for UA FRA-SFO flight in time because of LH's delay. The reason our ATH-FRA flight was late was because the inbound aircraft that flew from FRA-ATH was late. And the reason that flight was late we were told was "catering".
LH FRA airport customer service agents handled the "duty of care" obligations very professionally and quickly. They put us up in an airport hotel and rebooked us on a LH FRA-SFO flight for the next morning.
However, the LH EU 261 claim process has been weird, slow, confusing, frustrating, and not very professional.
I submitted a claim for very straightfoward case in November. We were ticketed on ATH-FRA on LH with a connection to the last FRA-SFO flight of the day on UA (all on the same ticket). The ATH-FRA LH flight arrived late into FRA, under the 45 minute minimum connect time and at a remote bus gate to boot. We didn't make it to the gate for UA FRA-SFO flight in time because of LH's delay. The reason our ATH-FRA flight was late was because the inbound aircraft that flew from FRA-ATH was late. And the reason that flight was late we were told was "catering".
LH FRA airport customer service agents handled the "duty of care" obligations very professionally and quickly. They put us up in an airport hotel and rebooked us on a LH FRA-SFO flight for the next morning.
However, the LH EU 261 claim process has been weird, slow, confusing, frustrating, and not very professional.
Jan 19, 2023, 1:44 am
#6
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,662
Jan 19, 2023, 5:23 am
#7
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
Jan 19, 2023, 6:04 am
#8
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,188
I had an EU 261 claim from Lufthansa in July 2022. In oct 2022 they agreed to pay and asked for bank details. In "some days" I would receive payment. Some days have passed and indeed no payment has arrived. In 2022 I had EU261 claims with multiple other airlines. All paid in a reasonable amount of time after a little bit of pestering. Not LH. It's been almost 7 months now. Anyone else in a similar situation?
Maybe write a similar request to the LH lurkers asking to check why the payment has not been processed?
Jan 19, 2023, 7:05 am
#9
Join Date: Jun 2008
Location: PRG
Programs: M&M SEN**; FB Silver; IHG Platinum
Posts: 496
Agreed, just received my expenses refund related to Dec.15/16 irrops. All processed in less than 30 days from claiming.
Jan 19, 2023, 3:13 pm
#11
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
Jan 20, 2023, 6:34 am
#12
Original Poster
Join Date: Dec 2007
Posts: 111
Every other star alliance airline I had a claim with in 2022 paid after a little push back of 1-2 emails and a few weeks. With Lufthansa it is complete deception and delays. I guess it is profitable to hold onto potentially millions of passengers money in this environment for interest purposes etc
Jan 20, 2023, 3:39 pm
#13
Join Date: Dec 2001
Posts: 1,617
For those going through the EU 261 claim process, some notes on LH's weird, confusing and non-professional process:
Be forewarned that the text script that LH email reps use may bizarrely ask you to email them your personal bank details without LH telling what their "offer" is exactly. No mention of amount.
The customer is left in the dark whether there really is an "offer" and if so what's the amount, or whether this is just collecting bank details.
That's what's happened to me, and also to my travel companion on her separate claim, and apparently others who've filed claims with other LH group airlines:
https://onemileatatime.com/insights/...tomer-service/
Be forewarned that the text script that LH email reps use may bizarrely ask you to email them your personal bank details without LH telling what their "offer" is exactly. No mention of amount.
Thank you for your email dated XXX
We realize that you have been waiting on our response to your claim for a significant amount of time and we would like to apologize for this delay. This certainly does not reflect the standard of service you rightly expect from us.
In order to resolve your in the hope that this pragmatic solution contributes to a positive conclusion of your travel experience. Please note that this offer is without prejudice to the legal and factual situation.
Please provide us with your bank details in order for us to transfer this amount to your account.
We realize that you have been waiting on our response to your claim for a significant amount of time and we would like to apologize for this delay. This certainly does not reflect the standard of service you rightly expect from us.
In order to resolve your in the hope that this pragmatic solution contributes to a positive conclusion of your travel experience. Please note that this offer is without prejudice to the legal and factual situation.
Please provide us with your bank details in order for us to transfer this amount to your account.
That's what's happened to me, and also to my travel companion on her separate claim, and apparently others who've filed claims with other LH group airlines:
https://onemileatatime.com/insights/...tomer-service/
Last edited by Quokka; Jan 20, 2023 at 3:45 pm
Jan 23, 2023, 7:13 am
#15
Join Date: Dec 2011
Location: TPA, MUC
Programs: M&M SEN, Skywards
Posts: 148
I have a quick question for any experts out there regarding if I am entitle to compensation for either EU 261 or at least reimbursement under duty of care.
My 4Y flight from TPA-FRA on dec. 16th was canceled the day before. After spending much time on the phone I was finally allowed to be booked on the flight from MCO-FRA on the 16th. (all other options they provided would have been for the following day).
Is there a case for EU261 for the canceled flight, even though with the new routing I arrived at my final destination only 2 hours later than the original flight?
4Y is calming weather for in Europe for the delay. Which granted was a mess that week, but snow is to be expected in Europe in December. The flight that was supposed to operate the flight for that day arrived in Frankfurt over 6 hours late from Punta Cana. So my argument would be more on an operational side, not having enough aircraft.
Second, under duty of care, would I be entitled to reimbursement of the transportation cost from Tampa to Orlando? ($130 usd uber)
Eurowings Discover has claimed weather and taken no responsibility for the cancelation in their first responds. In their second responds they still claim weather and no change in compensation, but out of the goodness of their heat offered me 20 euros for the taxi.
Leave it or keep fighting Eurowings Discover?
My 4Y flight from TPA-FRA on dec. 16th was canceled the day before. After spending much time on the phone I was finally allowed to be booked on the flight from MCO-FRA on the 16th. (all other options they provided would have been for the following day).
Is there a case for EU261 for the canceled flight, even though with the new routing I arrived at my final destination only 2 hours later than the original flight?
4Y is calming weather for in Europe for the delay. Which granted was a mess that week, but snow is to be expected in Europe in December. The flight that was supposed to operate the flight for that day arrived in Frankfurt over 6 hours late from Punta Cana. So my argument would be more on an operational side, not having enough aircraft.
Second, under duty of care, would I be entitled to reimbursement of the transportation cost from Tampa to Orlando? ($130 usd uber)
Eurowings Discover has claimed weather and taken no responsibility for the cancelation in their first responds. In their second responds they still claim weather and no change in compensation, but out of the goodness of their heat offered me 20 euros for the taxi.
Leave it or keep fighting Eurowings Discover?