Yes, you are entitled to a new flight (if Lufthansa cancels a flight).
We’ve all experienced it. You’re at the airport, enthusiastic about your journey, and suddenly, you hear the unpleasant announcement — your Lufthansa flight is cancelled. The chaos that follows often brings confusion and disappointment, especially when the airline doesn’t offer other travel options.
Or if the offer or communication given isn’t clear.
But don’t lose hope. In this guide, we’ll walk you through the steps you can take if you’re in this situation.
What Are Your Rights With Lufthansa?
Firstly, it’s important to know what rights you have as an air passenger.
In Europe, there is a regulation called EU261/2004. This regulation protects passengers in cases where flights are cancelled, delayed, or overbooked (and you are denied boarding). If your flight is cancelled, Lufthansa must provide you with an alternative flight to your destination or give you a full refund.
But what if they don’t do either?
This is where you need to take matters into your own hands.
What to Do When Lufthansa Cancels a Flight? Step by Step
Here’s an easy-to-follow guide on what to do if your flight gets cancelled.
Document Everything (Step 1)
When your flight is cancelled, it’s important to take note of every detail.
This will assist you later in the process of getting flight cancellation compensation.
Have your boarding pass and any emails or messages regarding the flight, and take screenshots of the cancellation notice. These documents will serve as proof should you need to file a claim.
Request Alternative Travel Options (Step 2)
Go to the Lufthansa customer service desk right away.
Kindly but firmly ask them to arrange the next available flight for you, even if it means booking with another airline. They are responsible for ensuring that you reach your destination as soon as possible.
Remember that during your wait at the airport, you also have a right to care. Airlines are required to take care of their passengers, which includes providing food, drinks, and accommodation (if needed) until you can get to your destination.
This step is important. You must insist that Lufthansa finds a suitable solution.
Only, if this doesn’t work, you can move on to step 3.
Yes, in every situation, it’s simpler to “just purchase a new ticket”.
However – trying to get money back from Lufthansa afterwards can be much more difficult than arranging a better flight at the time of the issue.
Book a New Flight Yourself (Step 3)
If nothing else works – purchase a new flight on your own and later file a claim with the airline.
If you have travel insurance that covers flight cancellations and changes, you can get your money back from the travel insurance company. Additionally, you can obtain a refund for flight cancellation from Lufthansa and sometimes also receive flight cancellation compensation (if the flight was cancelled due to the airline’s fault and it occurred within 2 weeks of the departure date).
Remember – save all your receipts!
Seek Compensation From Lufthansa
Regardless of whether Lufthansa offers a new flight or not, you might still have a right to flight cancellation compensation – if the flight was cancelled less than 2 weeks before the departure date and it was due to Lufthansa’s fault.
As per the EU261/2004 regulation, you could be eligible to claim up to €600.
Steps to Claim Flight Cancellation Compensation:
- Submit a complaint to Lufthansa. Begin by sending a formal complaint to Lufthansa’s customer support. Make sure to include your flight information and a detailed account of what happened. Attach all required documents, such as your boarding pass and a copy of your passport or ID.
- Use a flight compensation company. If Lufthansa does not respond or denies your claim without a valid reason, think about using a flight compensation company. These companies are experts in dealing with these issues and can greatly improve your chances of getting compensated. Fill out our form, and we will send your claim to one of the top companies in this field worldwide.
- Escalate the issue. If the airline still refuses to give you compensation, escalate the issue to the National Enforcement Body (NEB) that oversees airline regulations in the country where the incident took place.
Although a flight cancellation is undoubtedly a stressful event, knowing your rights and the steps to follow can make it easier for you. Lufthansa, like all airlines, has responsibilities towards its passengers. If they do not meet these responsibilities, you have every right to seek assistance.
The more passengers insist on their rights, the easier and better it will be for all of us in the future – we have the power to make airlines start following the rules.