Trip Troubleshooter: Lufthansa refunded one price ticket however no longer the opposite. What came about?

DEAR TRAVEL TROUBLESHOOTER: Lufthansa canceled a flight for my spouse and me from Orlando, Florida, to Budapest, Hungary, by way of Frankfurt, Germany, closing 12 months. The airline promised a complete refund. 4 months later, I won a reimbursement for some of the tickets.

Christopher Elliott, the Trip Troubleshooter 

I’ve been looking to get a reimbursement for the second one price ticket. I’ve made a lot of telephone calls and despatched emails. I’ve attempted to speak to a awesome and stay getting bring to an end. Lufthansa owes me $1,583. A consultant informed me the case have been “archived,” and I’ve heard not anything additional. Are you able to lend a hand?

— Raymond Menna, The Villages, Florida

ANSWER: I’m sorry Lufthansa canceled your flight. Below Division of Transportation regulations, you will have won a reimbursement to the unique type of fee inside of per week — no longer 4 months later. I will have to word the timeline in this case. Lufthansa canceled your flight in April 2021, and also you won your first refund in August. So, this isn’t a type of early pandemic circumstances the place all the global was once grew to become the other way up.

Through the best way, “archiving” a criticism is only a well mannered means of claiming they’re accomplished with you, and no person will reply on your questions.

However your case is a bit more difficult. It looks as if you booked those flights thru Orbitz. Lufthansa didn’t cancel your authentic flights; it made a agenda exchange. Below EU client coverage regulations, you must have won a reimbursement or a credit score. You selected a credit score. Lufthansa then canceled your subsequent flight.

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That implies Lufthansa had to refund your price ticket credit score quite than factor a complete refund. As an alternative, apparently Lufthansa refunded considered one of your tickets, however no longer the opposite. As I stated, it’s a bit of complicated.

A case like yours is a very powerful reminder to at all times learn the appropriate regulations and client protections — and likewise, to stick off the telephone. According to your information, Lufthansa simply saved putting up on you or placing you on an extended dangle. As an alternative, stay your communique to e-mail in order that there’s a paper path.

Take into accout, I listing the related government contacts for firms like Lufthansa on my client advocacy website online at www.elliott.org/company-contacts/lufthansa-airlines/. A short lived, well mannered e-mail to considered one of them would possibly have helped, despite the fact that, as I famous previous this month, Lufthansa has been quite unresponsive in recent times.

However no longer this time. I reviewed the forms for your case and reached out to the airline. A consultant contacted you and introduced to refund your 2nd price ticket, which you permitted.

Christopher Elliott is the manager advocacy officer of Elliott Advocacy, a nonprofit group that is helping customers get to the bottom of their issues. Elliott’s newest e book is “How To Be The Global’s Smartest Traveler” (Nationwide Geographic). Touch him at elliott.org/lend a hand or [email protected]