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Coronavirus - Information regarding the Miles & More customer service

Updated 31.05.2021


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.


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


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.


For rebooking of tickets purchased before 01.09.2020, we kindly ask you to contact our Service Center by phone.


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