Flight Delay Compensation, Lufthansa Only

ErikOfige

Hi All,
I had a delayed Lufthansa flight and submitted the claim to Customer.relations@lufthansa.com 2 months ago. The email has been answered by a robot stating that the feedback reference number is attached.

I chased them 3 times since then by email, and called the support hotline 371 945 9747 twice.

Silence on the email channel and "we do not know anything, wait for the reply from our customer relationships team, no ETA" by phone.

Could you kindly advise me the next steps, please?

Emily_Joy

ErikOfige wrote: »

Hi All,
I had a delayed Lufthansa flight and submitted the claim to [EMAIL="Customer.relations@lufthansa.com"]Customer.relations@lufthansa.com[/EMAIL] 2 months ago. The email has been answered by a robot stating that the feedback reference number is attached.

I chased them 3 times since then by email, and called the support hotline 371 945 9747 twice.

Silence on the email channel and "we do not know anything, wait for the reply from our customer relationships team, no ETA" by phone.

Could you kindly advise me the next steps, please?

In my case it took Lufthansa 2 months to reply and 1 month to make a payment.

Tyzap

ErikOfige wrote: »

Hi All,
I had a delayed Lufthansa flight and submitted the claim to Customer.relations@lufthansa.com 2 months ago. The email has been answered by a robot stating that the feedback reference number is attached.

I chased them 3 times since then by email, and called the support hotline 371 945 9747 twice.

Silence on the email channel and "we do not know anything, wait for the reply from our customer relationships team, no ETA" by phone.

Could you kindly advise me the next steps, please?

Please see the following link....

https://www.lufthansa.com/us/en/passenger-rights

You can refer your case to SOP now.

Good luck.

Emily_Joy

Tyzap wrote: »

Please see the following link....

https://www.lufthansa.com/us/en/passenger-rights

You can refer your case to SOP now.

Good luck.

I wouldn't recommend it. Once the case is with Sop you can't pursue the airline, you need to wait for Sop's decision. This takes about 6 - 8 months as they are really overloaded.

conor1993

Hello, I recently flew with Lufthansa from Dublin to Munich and experienced a flight delay of 2 hours and 45 minutes before boarding. (original departure 10:35am, actual departure 1:15pm) Passengers were notified of the delay at the gate, as prior to the announcement, the flight appeared to be scheduled as departing on time. The cause of delay was because the plane had to make an unexpected detour to Belfast to refuel before coming back to land in Dublin. I have read conflicting information as to whether I am due any compensation, as the flight was delayed by less than 3 hours and was wondering if anybody could clarify if I am actually entitled to claim anything back?

Caz3121

conor1993 wrote: »

as the flight was delayed by less than 3 hours and was wondering if anybody could clarify if I am actually entitled to claim anything back?

compensation is based on the arrival time (not departure) you need to arrive more than 3 hours late to qualify for compensation....how late did the flight arrive in Munich?
You mention 'claiming back' - what expenses did you incur?

Justice13075

As Caz3121 says compensation is based on the time of arrival at your destination but also the time is measured up until the doors open. So what time should you have arrived in Munich and what was the actual time you arrived in Munich? You could always put your flight details into euclaim and bottonline and see what they say.

conor1993

Caz3121 wrote: »

compensation is based on the arrival time (not departure) you need to arrive more than 3 hours late to qualify for compensation....how late did the flight arrive in Munich?
You mention 'claiming back' - what expenses did you incur?

Flight arrived at 4.35pm local time, against the original 1.55pm estimated arrival, so in that case, short of the 3 hours unfortunately. Spent some extra money on food and drink as I was waiting in the terminal an additional 2 and a half hours than I had planned to so thats the main thing I would have been interested in claiming for apart from general compensation.

Justice13075 wrote: »

As Caz3121 says compensation is based on the time of arrival at your destination but also the time is measured up until the doors open. So what time should you have arrived in Munich and what was the actual time you arrived in Munich? You could always put your flight details into euclaim and bottonline and see what they say.

Checked both websites, euclaim reckoned I don't have a case and bottonline stated the case was outside of their jurisdiction, so not looking good unfortunately. I might contact Lufthansa directly anyway using one of the templates provided on this website.

Justice13075

if your flight was going to be delayed more than 2 hours (for a flight of less than 1500km) which yours was you are entitled to refreshments. They should have given you vouchers. If you still have receipts submit them for a refund excluding Alcohol

conor1993

Ok thanks, I'll do that.