Are you experiencing delays with your Lufthansa refund?
You requested a full refund for your cancelled Lufthansa flight, but you still haven’t received this refund. Whether you have received an explanation or are still in the dark of the refund status, remember this: in the EU, regulations are in place to address such situations. By law, Lufthansa is required to process your refund within 7 days.
But what if it’s taking longer than expected?
Your Lufthansa Refund Is Taking Forever: Step-By-Step Plan
Are you entitled to a Lufthansa refund?
An airline is obligated to provide a refund whenever they cancel a flight.
If Lufthansa cancels your flight, they’re required to give you the option of a complete refund or an alternative flight. It’s crucial to recognise that sometimes you may be entitled to a refund only, but other times you can claim both a refund and flight cancellation compensation.
Step 1: Contact Lufthansa
It’s time to get in touch with Lufthansa customer service through their website.
You should typically receive a response within a week unless there is a major unforeseen event like a global pandemic. If a week goes by without any word, it’s a good idea to send a few more messages. And if you still haven’t been acknowledged after a few days, repeat the process.
Step 2: Contact Lufthansa via Social Media
If Lufthansa continues to remain silent, utilise social media.
If you’ve sent emails and messages for a couple of weeks without any reply, try reaching out to Lufthansa on Facebook and Twitter. Remind them of the 7-day refund policy. Draw their attention to Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Don’t Agree to Vouchers
Your Lufthansa refund should be deposited directly into your bank account.
You’re not obligated to accept Lufthansa vouchers or coupons.
Step 4: Contact the National Enforcement Body (NEB)
Such an organization is present in every EU member state.
Contact the National Enforcement Body (NEB) of the country where your flight originates. If you’re flying from Germany, reach out to the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte for assistance. For flights outside of the EU, get in touch with the NEB of the country where the flight is headed. You can locate the contact details of all such bodies on this page.
Gain more knowledge about this here.
Although it takes the most time, the NEB process usually takes about two months to reach a decision. After that, you’ll need to wait for payment from Lufthansa. To increase your chances of a favourable outcome, make sure to consistently follow up on your issue through Lufthansa’s social media platforms and other communication channels.
When Are You Entitled to a Lufthansa Refund?
As per the EU rules, you are entitled to a complete refund if Lufthansa cancels your flight.
If your flight is cancelled, Lufthansa will offer you the choice to re-route (book a new flight for free) or receive a full refund of the ticket cost. This rule applies regardless of the reason for the cancellation, even in cases labelled as extraordinary circumstances. It’s important to note that the refund for a cancelled flight should be issued within seven days.
Any delay by the airline in refunding is a breach of EU regulations, and passengers have the option to pursue further action.
What If You Cancel the Flight Yourself?
Can you get a Lufthansa refund if you cancel your flight yourself?
The refund process becomes a bit trickier if you decide to cancel the flight on your own. Here are some factors to consider:
- Flexible tickets. If you’ve booked a flexible ticket, you might be eligible for a refund, but it’s always a good idea to go through the airline’s terms and conditions.
- Non-refundable tickets. With non-refundable tickets, a full refund is usually not possible. However, the airline might offer to refund the taxes that were part of your ticket cost.
- Travel insurance. If your travel insurance policy covers cancellations, you could get a refund from your insurance company, depending on the cause of the cancellation.
- Cancellation within 24 hours of booking. Some airlines will provide a complete refund if you cancel your flight within 24 hours of booking, provided the booking was done at least 7 days before the flight’s departure.
- Unexpected events like a serious illness. If you have to cancel due to unexpected events, such as sickness or a family member’s death, the airline might offer a refund or credit for future travel; this is subject to the airline’s policy.
Flight Cancellation Due to Extraordinary Circumstances: Can You Get a Refund?
If unusual conditions like severe weather, strikes by airport personnel (excluding airline staff strikes), or safety concerns lead to flight cancellation, the airline is generally not held responsible.
However, according to EU regulations (Regulation (EC) No 261/2004), airlines must offer passengers a choice between a full refund and new flight in case of flight cancellation. This means that even if the cancellation is due to exceptional circumstances, you are still entitled to a refund.
Please ensure that the refund is processed within seven days. If you encounter any issues in receiving your refund, please refer to the step-by-step guide provided earlier.
What is your experience with Lufthansa refunds? Have you ever received a refund from Lufthansa? Share your experience in the comments!