Lufthansa Refund

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Dec 14, 2019
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#1
I booked a two-way flight ticket on Lufthansa.com website from Sibiu (SBZ) to Montreal (YUL) airport. The flight to Montreal was on 25 October and for the flight back I selected 30 October. As I'm 77 years old, I was not sure that my health will allow to take back the flight in good conditions. Because of this I payed an extra 136 EUR to upgrade from Basic to Basic Plus that allowed Cancellation.
On their website when I booked the ticket for the Basic Plus ticket under Cancellation it states "Refundable except 190 EUR plus Fare Difference" (I even have a screenshot of this). With this in mind I took the flight to Montreal on 25th October 2019.
When I arrived I didn't felt well on my back from the long flight so I decided with my daughter to stay with her for an indefinite time and consult a specialist. Thus, I canceled the flight the same day, thinking that there will be no issues as I bought the Basic Plus ticket that us refundable.
After cancelling the ticket back I waited for a few weeks but nothing happened, with this I wrote an email to [email protected].
After a few email exchanges they let me know that I'm not entitled to a refund because I canceled the ticket "voluntary".
They never even try to explain what is a voluntary cancellation.

Thanks ahead for any advice,
 

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Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
20,745
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113
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www.promalvacations.com
#2
Did you book two separate tickets or did you book them as a round trip? If you booked as a round trip - you would have had to cancel your entire ticket before you left for a refund. Please see below.

If you booked two separate tickets - different story.

The ticket is refundable except 195 E. In case of cancellation of a flight of an already partially used ticket the fare (incl. taxes, fees and surcharges) for the actual flown travel will be recalculated and any applicable fare difference will be collected. Cancellations must be made prior to the planned departure of the flight.
 
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Dec 14, 2019
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#3
I booked it as one ticket, was not aware that there is a difference. I canceled the return flight 5 days prior the flight.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
20,745
20,324
113
New York
www.promalvacations.com
#4
I booked it as one ticket, was not aware that there is a difference. I canceled the return flight 5 days prior the flight.
If it is a round trip, you had to cancel the outgoing flight before you traveled - the planned departure date. You are not canceling a flight on a partially used ticket. In this case, you needed travel insurance. But you should write to Lufthansa and ask if you are entitled to a partial refund.
 
Dec 14, 2019
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#5
Thanks for the response. The problem is that on their website there is only a cancel button for everything, not cancel for the refund flight. I wrote to Lufthansa but they told me that I'm not entitled for refund because I canceled "voluntarily" (not exactly sure what they mean by this). Before buying the ticket I spoke with a Lufthansa representative on the phone and she told me that I'll be able to cancel only for return but after I arrive at the destination.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
20,745
20,324
113
New York
www.promalvacations.com
#6
Thanks for the response. The problem is that on their website there is only a cancel button for everything, not cancel for the refund flight. I wrote to Lufthansa but they told me that I'm not entitled for refund because I canceled "voluntarily" (not exactly sure what they mean by this). Before buying the ticket I spoke with a Lufthansa representative on the phone and she told me that I'll be able to cancel only for return but after I arrive at the destination.
Because you can’t cancel a round trip ticket once you have flown the first leg. The terms state that you can only cancel the trip before you fly the first leg. You might not have drilled down enough to read the full terms of the ticket when you chose that type of ticket. If you had booked two one way tickets, you would have been able to cancel just the return.

We have company contacts for Lufthansa. They should still owe you a partial credit for the unused return.
https://www.elliott.org/company-contacts/lufthansa-airlines/

Here is how you should write:
https://forum.elliott.org/threads/resolving-consumer-complaints-and-developing-a-paper-trail.8903/

Let us know how you make out.
 
Mar 14, 2018
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#7
Because you can’t cancel a round trip ticket once you have flown the first leg. The terms state that you can only cancel the trip before you fly the first leg. You might not have drilled down enough to read the full terms of the ticket when you chose that type of ticket. If you had booked two one way tickets, you would have been able to cancel just the return.
Their policy says "In case of cancellation of a flight of an already partially used ticket the fare (incl. taxes, fees and surcharges) for the actual flown travel will be recalculated and any applicable fare difference will be collected."

How would one have a partially used ticket if you must cancel before flying the first leg?

To me, their terms imply that if you cancel the return segment of a round trip ticket, they recalculate cost of the flown segment as a one way ticket and then refund any portion of the fare difference over 190 euros. I priced out one way tickets SBZ-YUL and they are much more expensive than round-trip tickets, so I'm guessing that this is why there is no refund available.

I think this is a different calculation than if Lufthansa canceled the flight, which may be why they are distinguishing it as a "voluntary" cancellation.
 
Mar 18, 2019
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#9
Ask them to provide you a breakdown of how they calculate the refund owed for the unused half of the ticket. Most likely they are going to convert your outbound ticket as a one-way and recalculate the fare owed. The value of your return segment may wind up being less than the EUR190 cancellation fee, in which case they will not provide a refund.
 
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