I know I’m going to get myself into a lot of trouble for saying this, so here’s my disclaimer: Void where prohibited. Short of getting everything in writing, you really need to start recording your calls. She could have specifically asked - are you going to refund or reschedule? - instead of asking a different question that eventually led to this misunderstanding. I think if Stahl had known about the terms and conditions, then she would have known about the two options. Ask specific questions when you reschedule.How could Stahl have avoided this problem? It also failed to answer her questions.īad airline! Tips for getting the schedule change you want
So technically, Lufthansa did what it was supposed to, but it didn’t tell Stahl. delay of more than 2h for a long term irregularity or delay of more than 5h for a short term irregualarity. We will give you a refund as set out below if we cancel a flight, fail to operate a flight according to the timetable (i.e. It’s all in the airlines’ terms and conditions under “involuntary refunds.”ġ0.2.1.
#Rebook lufthansa flight full#
Like all airlines, when Lufthansa changed Stahl’s schedule, it owed her either a full refund or a replacement flight of its choosing. What does an airline owe you when it changes the schedule? Then it made a new reservation and waited for you to pay for it. Instead, it canceled Stahl’s old flight and issued a full refund. It looks as if Lufthansa didn’t do what it said. If you find yourself in this, make sure you have a confirmation number for the new flight. Finally, she just went to the airport on the day of her departure, hoping for the best. It looks like she spent many hours trying to secure a confirmation for her new flight, to no avail. The written correspondence between her and Lufthansa was frustrating for me to read. So what did Stahl have? Why didn’t Lufthansa fix this without charging its passenger? That case ended in her favor after the airline reviewed its own copy of that conversation.īut most passengers don’t have that type of smoking gun. Regular readers will remember the case of Mikayla Shade, who recorded an American Airlines agent giving her clear and inaccurate information. Until we’re on a level playing field - when both sides can legally record the conversation, and do - we’ll have problems like this.īy the way, that hasn’t stopped some of our clever readers from recording conversations on their own.
Those recordings are for the airline’s benefit, not yours. But if you think the airline will release their phone records to our team, you’re wrong. The airline does it records all calls for “quality assurance” purposes. Lufthansa should have done what it promised by phone: changed the flight from Munich to Frankfurt without charging her.īut unfortunately, Stahl had no evidence that the phone conversation happened. Is Lufthansa right or wrong about this ticket change? All I want is a refund of $1,360, which is the fare difference,” she added. I haven’t received an answer in five weeks. She says she thinks the airline hasn’t even read her messages. “I have been fighting with Lufthansa ever since,” she says.īy “fighting,” she means she means she’s emailed them several times. She had to pay Lufthansa a walk-up fare of $2,360. Yeah, that’s quite an überraschung, as the Germans would say. “How was I supposed to know that? I was under the assumption that the original charge still applied since the representative told me on the phone it would be exactly the same price. “When I went to the ticket counter on my flight day, a Lufthansa employee told me that I hadn’t paid for my ticket to Frankfurt yet,” she says. Surprise! You don’t have a ticket to Germany Travel Relaxed…Travel Secure…When you have Travel Insured. The financial strength and core values of the companies give Travel Insured the best position in the market to continue its commitment of helping individuals protect their travel plans. In 2015, Travel Insured was acquired by Crum & Forster, whose parent company is Fairfax Financial Holdings Ltd. Plans also include other non-insurance assistance services. Some of the major travel insurance benefits provided by in their plans include Trip Cancellation, Trip Interruption, Accident and Sickness Medical Expense, and Baggage and Personal Effects coverage. For over 25 years, their goal has been to help each individual travel confidently. Elliott Advocacy is underwritten by Travel Insured International - Travel Insured International is a leading travel insurance provider.
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