Lufthansa Cancelled First Leg of Transatlantic Flight - Compensation?

FullTartanJacket

I'm a complete newbie here, so please be gentle!

I'm looking for any helpful advice on how to pursue a 'non-standard' compensation claim from either (or both!) Lufthansa or Booking.com/Gotogate.

My original flight bought through Booking.com for a Lufthansa flight from Newcastle to Boston has been cancelled. 

The booking was made in February 2026. 

The flights were scheduled for 11th June 2026 - Newcastle to Frankfurt, change flight, Frankfurt to Boston USA. This date was chosen because we have tickets to attend a World Cup match in Boston on 13th June 2026. 

Lufthansa cancelled the Newcastle to Frankfurt leg - I was notified of this on 19th May 2026 by Booking.com's agent Gotogate. No alternative travel arrangements were offered in lieu of the NCL/FRA flight. The flight was cancelled because Lufthansa shut down their subsidiary carrier CityLine, who operated the flights out of NCL. 

I was unable to contact Lufthansa direct and as I did not have a Lufthansa booking reference. I queried the position with Gotogate, and was informed that as both flights were bought under a single Booking/com booking reference both flights would have to be cancelled. I was also informed that Gotogate would pursue the refund request and that BOTH flights would be cancelled and that I would receive a FULL refund for the ENTIRE booking. 

I agreed that both flights should be cancelled and proceeded to buy alternative flights with KLM for the same day, to allow us to arrive in time for the World Cup match on 13th June.  These flights cost more than twice the original Lufthansa flights.  I bought them on 19th May 2026 as I suspected any delay would mean further significant price increases. 

On 8th June 2026 I received an email (entirely in German) from Lufthansa which demonstrated that the original FRA/BOS leg was still live. I queried this with Gotogate and was informed that the FRA/BOS flight was indeed still active, and should be cancelled, and a refund requested, as a no-show might jeopardise any refund.  I agreed that this should happen, while stating that I had already been told it had happened and that this cancellation was not my choice, it was Gotogate's choice. 

I contacted Lufthansa's Customer Relations and got automated replies.  I checked Lufthansa's website for avenues to claim compensation - the website stated that telephone contact was not available for this particular scenario and to use the standard templates on the website.  None of these templates will even commence without a Lufthansa booking reference. 

In summary: 

• I am awaiting a refund from Lufthansa, via Gotogate, for both legs of the outward flight.
• Depending on the value of that refund, I may seek further compensation from Lufthansa and/or Gotogate.
• I intend to also seek compensation from Lufthansa for my additional expenditure on the alternative KLM flights.
• If I cannot resolve these matters with either Lufthansa or Gotogate, I may have to make a claim on my travel insurance policy.
• I have retained documentary evidence of all conversations and transactions relating to he above.

 I will be leaving on my trip on 11th June as planned, and will not return until 27th June 2026.  I will be monitoring communications from both parties during this time, but I do not intend to take any action during my holiday. 

I should point out that I'm at a complete loss about how to go about seeking compensation from Lufthansa, so if you have any helpful tips or advice, I'm all ears!

Cheers

FTJ 090626

la531983

I cant offer any advice on the above but a point of note - never, ever, ever, use a third party site to book flights going forward.

Because when things go wrong they are very hard to resolve.

FullTartanJacket

https://forums.moneysavingexpert.com/discussion/comment/82028735#Comment_82028735

I totally get that, and for the life of me I cannot fathom what possessed me to do it this time round!

Woodstok2000

I wish you all the best, but you'll be very lucky to get any compensation as I don't believe anything is required from the airline here.

Your initial flight should definitely be refunded. The onward flight appears to be subject to some confusion, but clearly if gotogate have given you the wrong info they should be on the hook for that refund too.

If the flight to Boston is still operating, the airline aren't going to be interested in compensation because they are still providing the service you paid for and your insurance is very unlikely to cover the costs of additional flights which aren't actually required.

In short, all your issues are with gotogate and they are a nightmare. Hopefully you can get your refund and some form of goodwill gesture out of them.

Caz3121

It is unfortunate you did not ask questions before taking the approach you did (and unfortunate you did not book direct with the airline)

The advice is usually not to request/accept a refund and to push for rerouting at the airline's expense as per your rights. Lufthansa should have been able to book you with KLM but you would have needed the middleman (gotogate) to fight your corner…they don't have a stellar reputation

You 'may' be able to make a claim for the flight difference from Lufthansa

Fixed compensation is not applicable as over 14 days notice was given of the flight cancellation

FullTartanJacket

https://forums.moneysavingexpert.com/discussion/comment/82028843#Comment_82028843

I did get that sinking feeling tbh - panicked, middle of the night, deadline looming with ever increasing alternative flight prices. But thanks for comments anyway, useful to get the feedback.

FullTartanJacket

https://forums.moneysavingexpert.com/discussion/comment/82028894#Comment_82028894

40-odd years of flying on and off, and this is the first time I've had a flight cancelled, or even a significant delay tbf. See above response to Woodstok2000, I got blinded by the circumstances, and felt the need to do things quickly. I knew the statutory EC/UK 261 compensation wouldn't apply, but I was hoping that I might be able to wring something out of Gotogate for misdirecting me. Appreciate they're a nightmare, but as Woodstok says they look like my only avenue for any kind of claim.

FullTartanJacket

Thanks to all above for the responses - bottom line is obviously never use an agent, always book direct with the airline.

I was presented with what I thought was a single option - refund, at least as far as the first leg flight was concerned. Neither Gotogate NOR Lufthansa told me I could refuse the refund and push for a reroute - is your average punter just supposed to know this stuff?

Does the fact that I wasn't made aware of that right, by either of them, not mean that there might be a case for some kind of action under basic consumer rights, rather than under Flight Compensation regulations? Would I be able to make that case and, if so, how likely is success? Would it be an idea to take specialist legal advice?

Caz3121

you could argue that with no alternative being offered you had no choice but to deal with the re-routing yourself and claim the difference….that is what people with cancelled EasyJet / Ryanair flights need to do as they won't rebook on other airlines…(although they may initially refuse saying that the refund option was chosen)

With your second flight still showing active it does appear Gotogate have not actioned the cancellation correctly with the airline. If this was on one ticket this should have been straightforward as it would have been a NCL-BOS flight with a single price rather than two fares NCL-FRA and FRA-BOS

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82029040#Comment_82029040

I think this is the way forward, but your contract is with gotogate, not the airline. Lufthansa have no duty of care toward you (apart from on the flight obviously!), so you'll probably struggle to get anything from them.

FullTartanJacket

https://forums.moneysavingexpert.com/discussion/comment/82029045#Comment_82029045

Thanks Caz, looks like the best/only option to pursue. I'm going to enjoy the footie in Boston first though. Given Gotogate's, and to a certain extent Lufthansa's, woeful record in time taken to process 'compensation', I'm assuming that delaying any action on my part for a fortnight is going to make no difference whatsoever?