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Beware of Lufthansa !

Air Travel Forum - TripAdvisor - www.tripadvisor.com
Something that you know before booking on Lufthansa:

My mother booked online a Frankfurt – Honolulu with Lufthansa. A few days later, she got an email asking her to update her passport details on Lufthansa’s website. She connected and, as she is not particularly internet savvy, got confused with the process. She tried to cancel her passport update, and mistakenly clicked on cancel the booking. She immediately contacted Lufthansa Customer Services to explain her error, first by phone than by mail. The response was pretty much: tuff luck, you have to purchase a new ticket. She paid another $2,000 for a new one.

On July 11th, I was booked on a return flight Bilbao–Frankfurt with Lufthansa. I had missed the initial Frankfurt–Bilbao a couple of weeks before, and had to take the train instead. On the 10th, I got an email from Lufthansa inviting me to check-in. But on the departure date, at Lufthansa’s check-in counter, the agent informed me that my booking had been cancelled because I did not fly from Frankfurt to Bilbao. A big surprise ! This policy was not mentioned on any of my Lufthansa travel documents, and I did not get the courtesy of a call or an email from Lufthansa to inform me. The agent told me that it was really tuff luck because on top of that Lufthansa was not selling tickets at the airport. She pushed me from the line, suggesting me to use my phone to connect to internet and book a new ticket. What I ended up doing for $500. Double the price of my initial ticket.

So remember if you fly with Lufthansa: if all goes well, fantastic. But if ever you have any booking issue, tuff luck !

Edited: 4:02 am, today


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