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Coronavirus - Information regarding customer service

Updated 22.09.2020

 

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. Please have your ticket number or booking code ready.

 

If your flight has been cancelled, it is sufficient to contact us latest by 31 January 2021.

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. All Lufthansa Group Airlines can be used.

The following rule applies for rebooking of cancelled or existing flights whose tickets are bought between 01.09.2020 and 31.12.2020: you can rebook your unused award ticket free of charge as often as you wish before start of travel. Latest commencement of travel is 31 December 2021. All Lufthansa Group Airlines can be used.

In both cases 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: until 30.04.2021 (if ticket was purchased until 31.08.2020)

 

 

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. All Lufthansa Group Airlines can be used.


Rebookings for operating flights must be made before the original flight date and for cancelled flights latest by 31.01.2021.

 

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

For all other requests please use our online services

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