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Coronavirus - Information regarding customer service

Updated 18.5.2020

 

Currently we are experiencing a high number of customer contacts in our service centers. As a result, there may be waiting times.

 

If your flight has been cancelled, it is sufficient to contact us within the ticket validity period (1 year after ticket issue).

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.

Rebooking

The following applies currently for rebooking of cancelled or existing flights: you can rebook this ticket once free of charge to a new flight date up to and including 30.04.2021. All Lufthansa Group Airlines can be used.

 

If you have a Miles & More award ticket that meets the following requirements:

 

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. issued before / until 30.06.2020

 

3. original date of travel: until 30.04.2021

 

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 must be made before the original flight date and 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 at a later date
full refund at a later date
Ticket partly used
partial refund at a later date partial refund at a later date

Flight not cancelled

  Regular Flight Award    Fly & Save Award (e.g. Mileage Bargain)
Ticket unused refund at a later date 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