Airline / Lufthansa - Only taxes being refunded
I was due to fly to South Africa in July along with 3 other people, however due to the current world events we sought to look into a refund/voucher from the airline.
on the 18/02/21 I searched the options with Lufthansa in the "manage booking" section and it offered the option for either a refund or a voucher.
Due to the fact it offered the refund option I opted for this. I clicked refund button and the next window displayed the amount which we initially paid for the flights, 3640.44 euro.
I proceeded with the process to apply for the refund and I received an email stating that a request was made.
on the 28/02/21 I contacted Lufthansa via telephone as I still had not heard anything in relation to my refund.
The customer Service agent stated a refund was authorised on the 27/02/21 and that we should receive it within the next few days.
However, he proceeded to tell me that we would only be refunded the taxes which were paid for each person, approx. 86.00 per person.
I told the customer service agent this was completely unacceptable and at no stage was I ever informed that our refund amount would be 86.00 euro person. He then informed me that if I had contacted Lufthansa prior to the refund being authorised then we could have opted for the voucher.
I explained to him, how did he expect me to know this information when I was not told?!
At this stage we are set to receive an amount of 86.00 euro each which I am disgusted with. There was NO information provided to me at the time of applying for a refund stating "I would only refund the refund for taxes." The refund amount of 3640.44 euro was the only amount displayed to me within the refund section.
I have emailed Lufthansa customer service.
Is anyone able to provide any further information as to how I may be able to receive a full amount either as a refund or voucher?