Qantas - Qantas Frequent Flyer
Member since 24 Jul 2012
Total posts 9
anyone advise if there is a body in the EU where we can lodge a complaint
against Lufthansa to get our money back?
I travelled to Russia
with my wife and 2 sons for the world cup. We booked 4 business class seats
From St Petersburg to Munich, it was our understanding the tickets could be
changed & refunded. We cancelled the flights to make to make a new flight.
After cancelling the flights, we received an email a few days later to say it
was cancelled and a refund 5788 RUB, a whopping $120 AU dollars form a $3'300
worth of flights. I nearly died, we had nothing saying this when we cancelled
This was still some 2
weeks prior to our flight date. We emailed Lufthansa almost daily requesting
why so little refund, and if not, a refund can we put the flights back or at
least give us credit on the flights like other airlines do, at least this way
we don't lose our money.Â
After 2 weeks of
emails, the Customer relations department replies to us on the minute of the
flight closing to say, "Based on our records, all four tickets were
partially used" and the refund has already been made, Not true. I replied,
this is not correct, and I have the tickets to prove it. I also asked why they
waited until the minute of the flight closing to reply, and why could he have
not done the decent thing for us. is it really that big of an ask? This was
almost 2 weeks ago, more emails and no one will reply, we have even emailed,
[email protected], "the boss". No replies, they just don't care.
They seem to know they are a big business and we can do very little about it
being on the other side of the world.Â
Â Have we lost our
money cold to Lufthansa or is there something we can do?
Member since 04 May 2015
Total posts 53
If your request was so time critical, why didn't you just pick up the phone and call Lufthansa? Everybody knows that airlines don't respond to emails right away, that's why you call, which it sounds like you still haven't done?
Member since 31 Mar 2014
Total posts 184
As deanr has asked, why didn't you call? I couldn't imagine sitting on my hands waiting for an email up until the moment of the originally scheduled flight.
Cathay Pacific - The Marco Polo Club
Member since 11 Jun 2018
Total posts 59
Simple answer: yes you have lost your money because of your own fault. Should you read the fare rule carefully or contact them immediately by calling them after the refund intead of sitting and emailing, this tragedy wouldn’t happen at all.
Member since 09 May 2011
Total posts 170
Lufthansa are an incredible airline and I doubt they'd just make their own rules just to spite you
Virgin Australia - Velocity Rewards
Member since 01 Mar 2012
Total posts 187
Did you buy P class tickets? They are the cheapest business class fares.Even though they are Business only the taxes are refundable. I found that out the hard way. I just accepted it and took the taxes.
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 135
wilso1 isn't saying that Lufthansa allege the fares were totally nonrefundable, he's saying LH won't refund because the tickets were partially used. So the real question is, was LED-MUC part of a larger booking (e.g. SYD-SVO-LED-MUC or even just SVO-LED-MUC) or was it a standalone booking? It's easier to understand why no refund if part of an already commenced journey. If it was a standalone booking then the next question is, what were the terms of that particular booking? Anyway, let's all not be so quick to call him out for not doing what some of us might have done. It's the facts that count, not our personal opinions. Maybe LH did get it wrong, it's been known to happen even if they are "incredible".
Member since 29 Jan 2015
Lufthansa are horrible in at least 2 experiences I have had with them. Even when they alone, are the only cause of the problem. They just refuse to do what they're supposed to do.
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