Q: Last year, our return flight from Prague, Czech Republic, to Denver was canceled because of a Lufthansa strike. My husband and I had upgraded to business class for this flight, but we could not get into business class when we were rebooked on a United flight the next day.
At the time, a Lufthansa representative told me that they would refund $678 to our account and assured me that he had already submitted the refund request. I have communicated with Lufthansa several times since then, both by phone and by email. Following your advice, I eventually emailed two Lufthansa executives, but we did not receive a refund.
Because this refund seems so simple, I’m surprised by the long delay — and even more by the lack of response — from Lufthansa. I have received only two emails from Lufthansa: one requesting information and the other asking for our patience. I have granted them patience; now, they need to refund the $678. — Ellen LaGow, Boulder, Colorado
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A: Lufthansa should have refunded your upgrades promptly. By the time you contacted me for help, you had been waiting five months for a refund. Refunds should take no more than two weeks to process.
Lufthansa’s general terms and conditions — the legal agreement between you and the airline — says that you should get a refund for your seat reservations. Most other airline contracts specifically say that if you get bumped from first class to economy, you’ll get your money back. Lufthansa also promised you a refund.
So, what was with the wait? Lufthansa did not offer an explanation when I asked about your case.
You contacted the Lufthansa executive contacts I list on my consumer advocacy site, Elliott.org. It’s a shame they didn’t respond. They could have helped a customer in need and avoided a story in a nationally syndicated column.
I contacted Lufthansa on your behalf. A few days later, you heard back from the airline. “Lufthansa refunded the money for the canceled business seats,” you reported.
Oh my god, a broken seat on a four hour flight? Yes, it's happened to some of us. But in the face of a situation like that you have to take a deep breath and follow these steps recommended by experts. The Points Guy says the first thing you need to do is test your seat before take off. Resolving the issue on the ground is much easier. Maria Mercedes Galuppo has the story.
Christopher Elliott
