Lufthansa spoils theft, offers an unsatisfactory refund

Dear travel convenience store: I write on behalf of myself and my traveling companion on our recent very unsatisfactory experience with the cancellation and reprogramming policies of Lufthansa. Lufthansa canceled, limited, then canceled and delayed our flights at the two ends of our vacation.

Our outgoing New York flight to Delhi was delayed and we missed our connection to India. Lufthansa finally referred to us to another airline, but only offered us $ 15 meals, which was not even enough to buy a meal in New York. We had a delay of almost 24 hours.

During our return flight, Lufthansa changed planes and had no room for us. Instead, they linked us to a flight through Frankfurt, Germany, and we have experienced a period of 6 hours.

According to the Lufthansa site, we are entitled to compensation if we arrive at our final destination with a delay of more than 3 hours. He also promises compensation if we were refused to embark, that we were on our return flight. In the bare minimum, Lufthansa should reimburse $ 322 in seat assignment costs that we paid.

We could have stole a lot at a lower cost on another airline, but we chose Lufthansa because of its reputation. Can you help?

– Emily Weir, Florence, Massachusetts

ANSWER: Perhaps you should have taken another airline, because Lufthansa was clearly not up to its reputation on your flights to and from Delhi.

Part of the problem is that it is not immediately clear what protections for airline consumers apply to your flight. It is true that Lufthansa says that this will compensate you for boarding and delays, but it is rules of the European Union which only apply to tickets where the origin or destination is in the EU .

On your New York flight to Delhi, American consumer protection laws apply. They say that if the airline can bring you to your final destination and you accept the reserved flight, that owes you nothing more.

However, your seats … Well, it’s another story. You paid a reserved seat on your flight and did not get it. You’re right; At the bare minimum, Lufthansa owes you a refund for them.

Your case falls into a gray area with regard to customer service. Obviously, your two flights did not take place as you had hoped or as Lufthansa had planned. When this happens, your best bet is to negotiate a goodwill gesture at that time in real time.

Ask for a hotel voucher, an additional meal voucher, frequent outlet points or all that a representative is authorized to offer at the time. After the end of your flights, get anything will be difficult – if not impossible.