DEAR TRAVEL TROUBLESHOOTER: I’m writing on behalf of myself and my journey companion about our current extremely unsatisfactory expertise with Lufthansa’s flight cancellation and rescheduling insurance policies. Lufthansa canceled, rebooked, then canceled and delayed our flights on each ends of our trip.
Christopher Elliott, the Journey Troubleshooter
Our outbound flight from New York to Delhi was delayed, and we missed our connecting flight to India. Lufthansa finally rebooked us on one other airline however solely provided us a $15 meal voucher, which wasn’t even sufficient to purchase a meal in New York. We had a delay of virtually 24 hours.
On our return flight, Lufthansa switched planes and didn’t have room for us. As a substitute, they rebooked us on a flight by Frankfurt, Germany, and we skilled a 6-hour delay.
In response to Lufthansa’s web site, we’re entitled to compensation if we arrive at our ultimate vacation spot with a delay of greater than 3 hours. It additionally guarantees compensation if we’re denied boarding, which we have been on our return flight. On the naked minimal, Lufthansa ought to refund the $322 in seat project charges we paid.
We may have flown far more cheaply on one other airline however selected Lufthansa due to its status. Are you able to assist?
— Emily Weir, Florence, Massachusetts
ANSWER: Perhaps you need to have taken one other airline, as a result of Lufthansa clearly didn’t reside as much as its status in your flights to and from Delhi.
A part of the issue is that it’s not instantly clear which airline client protections apply to your flight. It’s true that Lufthansa says it’ll compensate you for denied boarding and delays, however these are European Union guidelines that solely apply to tickets the place the origination or vacation spot is throughout the EU.
In your flight from New York to Delhi, United States client safety legal guidelines apply. These say that if the airline can get you to your ultimate vacation spot, and also you settle for the rebooked flight, it owes you nothing extra.
Nonetheless, your seats … nicely, that’s one other story. You paid for a reserved seat in your flight and didn’t get it. You’re proper; on the naked minimal, Lufthansa owes you a refund for these.
Your case falls right into a grey space on the subject of customer support. Clearly, each of your flights didn’t go as you had hoped or as Lufthansa had meant. When this occurs, your finest guess is to barter a goodwill gesture then and there in actual time.
Ask for a resort voucher, an additional meal voucher, frequent flier factors or something a consultant is allowed to supply on the time. After your flights finish, getting something will probably be tough — if not inconceivable.
I contacted Lufthansa in your behalf. With out remark, the airline refunded you $61 — a disappointing conclusion to your case.
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