(prem fare gone): *A: CDG-BNE 1050eur rt
May 14, 2020, 1:55 pm
#151
Join Date: Mar 2013
Location: AMS
Posts: 579
Just to report back: my upcoming flights were cancelled, and just a refund was not the option I would be happy with. Equipped with knowledge of allowed alternatives I was ready to fight with LX and my OTA to move the flight to 2021. The fight came, but not exactly where I was expecting it. Upon first call with OTA they suggested refund or reprice if moved forward. When I've pointed out about alternative 3 in agent manual, an agent said that they had particular instructions from Swiss on how to handle it. Fine, I gave the call to Swiss directly to check what the options were, given their web-site still states the following:
I didn't expect any reprice given I didn't want to change destination or bump to higher cabin. Similar sounded a bit ambiguous. The reply I was given: no reprice in case the same RBD is available at later date, only tax difference if any might need to be charged extra. Ok, cool I thought, but now how to prove it to OTA. They wouldn't accept my word for that, Swiss of course wouldn't give any waiver code because they are not waiving upcharge just for any reason, only if same RBD condition is followed.
After 3 or so calls with OTA that went in many ways possible (one agent just accepting Swiss's explanation, but not able to find same RBD even if it was clearly available; second agent not accepting my message from Swiss and trying to go by manual, but somehow interpreting alternative 3 in her own way etc.) I was almost ready to give up with a promise to myself to try to avoid this generally quite reasonable OTA in future (when things go or less normally that is), but decided to request talking to supervisor. After the nice lady heard the whole story about my learning path and phone experience, she just spent a few minutes re-reading the manual (I guess), asked me what dates I was looking at, checked that P bucket was available and went on to reissue my ticket for 2021. So, all in all, around 5 hours on Skype all together, but I've got what I'm sure I was entitled to. Still quite appreciative of a very reasonable supervisor and Swiss agent not trying to convince me that word Similar means pretty much anything.
If the price of the rebooked flight is higher than that of the original booking – owing to a change of destination (e.g. short-haul to long-haul), a change of seating class or similar – an additional amount may still be payable, despite the discount offered.
After 3 or so calls with OTA that went in many ways possible (one agent just accepting Swiss's explanation, but not able to find same RBD even if it was clearly available; second agent not accepting my message from Swiss and trying to go by manual, but somehow interpreting alternative 3 in her own way etc.) I was almost ready to give up with a promise to myself to try to avoid this generally quite reasonable OTA in future (when things go or less normally that is), but decided to request talking to supervisor. After the nice lady heard the whole story about my learning path and phone experience, she just spent a few minutes re-reading the manual (I guess), asked me what dates I was looking at, checked that P bucket was available and went on to reissue my ticket for 2021. So, all in all, around 5 hours on Skype all together, but I've got what I'm sure I was entitled to. Still quite appreciative of a very reasonable supervisor and Swiss agent not trying to convince me that word Similar means pretty much anything.
May 18, 2020, 1:25 am
#153
Join Date: Oct 2004
Location: SZG/MUC
Posts: 348
Just to report back: my upcoming flights were cancelled, and just a refund was not the option I would be happy with. Equipped with knowledge of allowed alternatives I was ready to fight with LX and my OTA to move the flight to 2021. The fight came, but not exactly where I was expecting it. Upon first call with OTA they suggested refund or reprice if moved forward. When I've pointed out about alternative 3 in agent manual, an agent said that they had particular instructions from Swiss on how to handle it. Fine, I gave the call to Swiss directly to check what the options were, given their web-site still states the following:
I didn't expect any reprice given I didn't want to change destination or bump to higher cabin. Similar sounded a bit ambiguous. The reply I was given: no reprice in case the same RBD is available at later date, only tax difference if any might need to be charged extra. Ok, cool I thought, but now how to prove it to OTA. They wouldn't accept my word for that, Swiss of course wouldn't give any waiver code because they are not waiving upcharge just for any reason, only if same RBD condition is followed.
After 3 or so calls with OTA that went in many ways possible (one agent just accepting Swiss's explanation, but not able to find same RBD even if it was clearly available; second agent not accepting my message from Swiss and trying to go by manual, but somehow interpreting alternative 3 in her own way etc.) I was almost ready to give up with a promise to myself to try to avoid this generally quite reasonable OTA in future (when things go or less normally that is), but decided to request talking to supervisor. After the nice lady heard the whole story about my learning path and phone experience, she just spent a few minutes re-reading the manual (I guess), asked me what dates I was looking at, checked that P bucket was available and went on to reissue my ticket for 2021. So, all in all, around 5 hours on Skype all together, but I've got what I'm sure I was entitled to. Still quite appreciative of a very reasonable supervisor and Swiss agent not trying to convince me that word Similar means pretty much anything.
I didn't expect any reprice given I didn't want to change destination or bump to higher cabin. Similar sounded a bit ambiguous. The reply I was given: no reprice in case the same RBD is available at later date, only tax difference if any might need to be charged extra. Ok, cool I thought, but now how to prove it to OTA. They wouldn't accept my word for that, Swiss of course wouldn't give any waiver code because they are not waiving upcharge just for any reason, only if same RBD condition is followed.
After 3 or so calls with OTA that went in many ways possible (one agent just accepting Swiss's explanation, but not able to find same RBD even if it was clearly available; second agent not accepting my message from Swiss and trying to go by manual, but somehow interpreting alternative 3 in her own way etc.) I was almost ready to give up with a promise to myself to try to avoid this generally quite reasonable OTA in future (when things go or less normally that is), but decided to request talking to supervisor. After the nice lady heard the whole story about my learning path and phone experience, she just spent a few minutes re-reading the manual (I guess), asked me what dates I was looking at, checked that P bucket was available and went on to reissue my ticket for 2021. So, all in all, around 5 hours on Skype all together, but I've got what I'm sure I was entitled to. Still quite appreciative of a very reasonable supervisor and Swiss agent not trying to convince me that word Similar means pretty much anything.
No doubt myself and many others will be in the same situation as soon as June flights are cancelled.
May I ask what OTA you used?
And how late into 2021 are your new flights?
Thanks!
May 21, 2020, 5:20 am
#154
Join Date: Mar 2013
Location: AMS
Posts: 579
I assume for those of you who still have their cancellation coming it will be a much easier exercise. Looks like LH Group updated their policies to way more reasonable ones, as can be seen in
https://www.lufthansaexperts.com/sha...ile_147655.pdf
Particularly, involuntary rebooking has the following:
Standard procedure in case of cancelled flights – irrespective of any (additional) goodwill policy:
In general, you can rebook/reissue on original origin and destination (O&D) on involuntary basis.
Following adaptions of the standard flight irregularity policy currently apply :
Please note: In case of cancelled flights you may choose if you want to rebook/reissue
on involuntary basis (original O&D, no additional collection, no discount, no bonus) or,
on the basis of a goodwill policy (repricing on any O&D) – within the timeframes of the respective goodwill policy and a discount/bonus where applicable
In general, you can rebook/reissue on original origin and destination (O&D) on involuntary basis.
Following adaptions of the standard flight irregularity policy currently apply :
- If the original booking class is not available for the new travel dates, you may rebook currently also in the lowest available booking class within the same cabin/compartment (original transportation class) outside the 3-day period (three days before/after the original flight). This is applicable only to Lufthansa Group flight numbers (OS/LH/LX/WK/SN/EW/4U/EN).
- Until Until further notice, rebookings/reissues can also be made outside the 14-day period. Please note that it is still necessary to delete active and inactive flight segments first from the PNR within the 14-day period.
Please note: In case of cancelled flights you may choose if you want to rebook/reissue
on involuntary basis (original O&D, no additional collection, no discount, no bonus) or,
on the basis of a goodwill policy (repricing on any O&D) – within the timeframes of the respective goodwill policy and a discount/bonus where applicable
May 21, 2020, 6:05 am
#155
Join Date: Aug 2015
Location: DXB
Programs: Marriott Titanium Elite, Hyatt Globalist, Hilton Diamond, BA Silver, A3 Gold, Sixt Diamond
Posts: 2,811
There was a lawsuit in Germany against LH because they wouldn't offer free rebookings into other booking classes in case of cancellation. LH lost. So that's probably why they adjusted their rules.
May 25, 2020, 3:41 am
#156
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
Hi,
I am booked for this ticket with departure end of June, and checking the flight schedules from Swiss, I see that flights are operating - however of course Australia will most probably be closed. In this situation, do I have the same rebooking options as stated?
Cheers!
I am booked for this ticket with departure end of June, and checking the flight schedules from Swiss, I see that flights are operating - however of course Australia will most probably be closed. In this situation, do I have the same rebooking options as stated?
Cheers!
May 25, 2020, 5:33 am
#158
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
May 25, 2020, 6:04 am
#159
Join Date: Feb 2014
Programs: Star Alliance Gold, AS MVP
Posts: 990
May 25, 2020, 9:19 am
#160
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
May 25, 2020, 9:30 am
#161
Join Date: Feb 2014
Programs: Star Alliance Gold, AS MVP
Posts: 990
It's not scheduled on Expertflyer either, they do have one flight with plenty of availability which is LX633 departing at 10:40AM.
May 25, 2020, 10:53 am
#162
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
So my next question would be based on this - will I be able to change the dates for the whole itinerary as per the rules and what others have managed to change - looking to change the dates to later this year or next year.
Cheers!
May 25, 2020, 11:04 am
#163
Join Date: Feb 2014
Programs: Star Alliance Gold, AS MVP
Posts: 990
I'm in the same boat but i'm still waiting to receive the cancellation email from LX, the flight that i'm on (LX188 to PVG) is not bookable anymore so I expect the email any moment.
May 26, 2020, 2:50 am
#164
Join Date: Dec 2016
Location: Munich
Programs: QR Platinum, TK Elite Plus, SQ Gold, BA Gold, VS Gold, Globalist, HH Diamond
Posts: 101
Thats also a good option to check if your flights are still scheduled: https://www.swiss.com/ch/de/buchen/f...ionen/flugplan
Nevertheless I fully agree to Granite64 to wait until you receive the cancellation mail. That will open up free rebooking more easily.
Nevertheless I fully agree to Granite64 to wait until you receive the cancellation mail. That will open up free rebooking more easily.