Pricey Journey TROUBLESHOOTER: Lufthansa canceled a flight for my wife and me from Orlando, Florida, to Budapest, Hungary, by means of Frankfurt, Germany, very last calendar year. The airline promised a full refund. Four months later on, I received a refund for one particular of the tickets.
I have been trying to get a refund for the second ticket. I have manufactured many telephone calls and sent emails. I have tried to chat to a top-quality and keep finding slice off. Lufthansa owes me $1,583. A representative explained to me the situation experienced been “archived,” and I’ve heard very little even further. Can you support?
— Raymond Menna, The Villages, Florida
Reply: I’m sorry Lufthansa canceled your flight. Below Department of Transportation policies, you should really have obtained a refund to the authentic variety of payment within a 7 days — not 4 months afterwards. I should really take note the timeline on this case. Lufthansa canceled your flight in April 2021, and you received your to start with refund in August. So, this is not one of these early pandemic cases where by the complete globe was turned upside down.
By the way, “archiving” a complaint is just a polite way of indicating they’re performed with you, and no one particular will react to your concerns.
But your case is a tiny extra complex. It appears to be like like you booked these flights as a result of Orbitz. Lufthansa didn’t cancel your original flights it manufactured a plan transform. Underneath EU shopper safety guidelines, you could have gained a refund or a credit score. You selected a credit rating. Lufthansa then canceled your following flight.
That usually means Lufthansa desired to refund your ticket credit score fairly than concern a complete refund. As a substitute, it appears Lufthansa refunded one particular of your tickets, but not the other. As I said, it is a very little bewildering.
A situation like yours is an critical reminder to always read through the applicable regulations and buyer protections — and also, to remain off the phone. Centered on your documents, Lufthansa just held hanging up on you or putting you on a very long hold. As an alternative, hold your conversation to e mail so that there is a paper trail.
Don’t forget, I list the related executive contacts for businesses like Lufthansa on my purchaser advocacy website at www.elliott.org/firm-contacts/lufthansa-airways/. A temporary, well mannered email to a single of them may possibly have aided, while, as I noted previously this thirty day period, Lufthansa has been alternatively unresponsive lately.
But not this time. I reviewed the paperwork on your scenario and arrived at out to the airline. A representative contacted you and presented to refund your second ticket, which you recognized.
Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that allows customers solve their complications. Elliott’s most current book is “How To Be The World’s Smartest Traveler” (Nationwide Geographic). Speak to him at elliott.org/support or [email protected].