Coronavirus - Information regarding the Miles & More customer service
Updated 05.05.2021
Miles & More intends to play a responsible and supportive role with regard to its members in this unusual situation. To that end we have put together some relevant information about rebooking and cancellation.
Rebooking or cancellation
In case of rebooking or cancellation, please contact our service center by phone. We are not able to process your rebooking or cancellation by e-mail. The current goodwill regulations of the airlines also apply to Miles & More award tickets; however please note that the origin and destination may not be changed. Please have your ticket number or booking code ready.
Rebooking
The following rule applies for rebooking of cancelled or existing flights whose tickets were bought until 31.08.2020: you can rebook this ticket once free of charge to a new flight. Latest start of travel is 31 December 2021. In case of already partially used tickets, please contact the Service Center to check the possible travel period. All Lufthansa Group Airlines can be used.
In this case, the following requirements for your Miles & More award ticket must be met:
1.1. Ticket numbers starting with 220 and flights operated by Austrian Airlines (OS), Lufthansa (LH), Swiss (LX), Eurowings (EW), Germanwings (4U), Brussels Airlines (SN), Air Dolomiti (EN), Edelweiss Air (WK), Croatia Airlines (OU), Luxair (LG) or LOT Polish Airlines (LO)
or
1.2. Ticket numbers starting with 080 and flights operated by Lufthansa (LH) or LOT Polish Airlines (LO)
2. original date of travel: any date
This is also possible for reduced Fly & Save offers (Mileage Bargain, Fly Smart Award, Early Bird Award).
Taxes, fees and airline surcharges will be recalculated when rebooking and, if necessary, the difference debited or refunded.
Rebookings for operating flights must be made before the original flight date and for cancelled flights latest by 31.07.2021.
The following rule applies for rebooking of cancelled or existing flights whose tickets are bought between 01.09.2020 and 31.07.2021: you can rebook your award ticket free of charge as often as you wish before start of travel. All Lufthansa Group and Miles & More Partner Airlines can be used.
In this case the following requirements for your Miles & More award ticket must be met:
1.1. Ticket numbers starting with 220 and flights operated by Austrian Airlines (OS), Lufthansa (LH), Swiss (LX), Eurowings (EW), Germanwings (4U), Brussels Airlines (SN), Air Dolomiti (EN), Edelweiss Air (WK), Croatia Airlines (OU), Luxair (LG) or LOT Polish Airlines (LO) and also all other Star Alliance- and further Miles & More Airline Partners
or
1.2. Ticket numbers starting with 080 and flights operated by Lufthansa (LH) or LOT Polish Airlines (LO)
This is also possible for reduced Fly & Save offers (Mileage Bargain, Fly Smart Award, Early Bird Award).
Taxes, fees and airline surcharges will be recalculated when rebooking and, if necessary, the difference debited or refunded.
Rebookings must be made before the original flight date.
Cancellation
In case of cancellations, a distinction is made between whether a ticket was booked for a regular or a reduced flight award and whether the flight was cancelled by the airline.
Flight cancelled
| Regular Flight Award |
Fly & Save Award (e.g. Mileage Bargain) |
|
|---|---|---|
| Ticket unused | full refund possible | full refund possible |
| Ticket partly used |
partial refund possible | partial refund possible |
Flight not cancelled
| Regular Flight Award | Fly & Save Award (e.g. Mileage Bargain) | |
|---|---|---|
| Ticket unused | refund with a cancellation fee of 50,-EUR | no refund, but rebooking possible |
| Ticket partly used | no refund, but rebooking possible | no refund, but rebooking possible |