Pricey Travel TROUBLESHOOTER: Lufthansa canceled a flight for my spouse and me from Orlando, Florida, to Budapest, Hungary, through Frankfurt, Germany, final 12 months. The airline promised a entire refund. 4 months later, I acquired a refund for a single of the tickets.
I’ve been striving to get a refund for the next ticket. I have built many cellphone phone calls and despatched e-mails. I have attempted to discuss to a remarkable and preserve finding cut off. Lufthansa owes me $1,583. A consultant advised me the scenario had been “archived,” and I’ve read very little even more. Can you help?
— Raymond Menna, The Villages, Florida
Response: I’m sorry Lufthansa canceled your flight. Under Section of Transportation policies, you must have acquired a refund to the primary variety of payment within a 7 days — not four months afterwards. I need to notice the timeline on this case. Lufthansa canceled your flight in April 2021, and you obtained your initial refund in August. So, this is not 1 of those people early pandemic instances where by the full planet was turned upside down.
By the way, “archiving” a grievance is just a polite way of indicating they’re carried out with you, and no a person will answer to your issues.
But your scenario is a small far more sophisticated. It appears to be like like you booked these flights by means of Orbitz. Lufthansa did not terminate your initial flights it made a program transform. Underneath EU client safety procedures, you could have gained a refund or a credit. You chose a credit. Lufthansa then canceled your next flight.
That implies Lufthansa desired to refund your ticket credit history somewhat than concern a total refund. Instead, it appears Lufthansa refunded one particular of your tickets, but not the other. As I stated, it is a small complicated.
A case like yours is an significant reminder to constantly browse the relevant rules and purchaser protections — and also, to continue to be off the cellphone. Centered on your records, Lufthansa just stored hanging up on you or placing you on a extensive hold. Instead, retain your communication to e mail so that there is a paper trail.
Remember, I record the suitable govt contacts for companies like Lufthansa on my purchaser advocacy web site at www.elliott.org/company-contacts/lufthansa-airlines/. A brief, polite e-mail to one of them might have served, although, as I famous before this month, Lufthansa has been instead unresponsive lately.
But not this time. I reviewed the paperwork on your circumstance and achieved out to the airline. A agent contacted you and provided to refund your second ticket, which you acknowledged.
Christopher Elliott is the main advocacy officer of Elliott Advocacy, a nonprofit group that allows people resolve their troubles. Elliott’s latest e book is “How To Be The World’s Smartest Traveler” (Nationwide Geographic). Make contact with him at elliott.org/assist or [email protected]