Emily Weir wants compensation from Lufthansa after her flights from New York to Delhi are delayed and rerouted. But Lufthansa won’t pay her a dime. What’s going on?
Question
I am writing on behalf of myself and my travel companion about our recent highly unsatisfactory experience with Lufthansa’s flight cancellation and rescheduling policies. Lufthansa canceled, then rebooked, then canceled or delayed our flights on both ends of our vacation.
Our outbound flight from New York to Delhi was delayed, and we missed our connecting flight to India. Lufthansa eventually rebooked us on another airline but offered us only a $15 meal voucher, which wasn’t enough to buy a meal in New York. We had a delay of almost 24 hours.
On our return flight, Lufthansa switched planes and didn’t have room for us. Instead, they rebooked us on a flight through Frankfurt, and we experienced a six-hour delay.
According to Lufthansa’s site, we are entitled to compensation if we arrive at our final destination with a delay of more than three hours. It also promises compensation if we’re denied boarding, which we were on our return flight. At a bare minimum, Lufthansa should refund the $322 in seat assignment fees we paid.
We could have flown much more cheaply on another airline but chose Lufthansa because of its reputation. Can you help? — Emily Weir, Florence, Mass.
Answer
Maybe you should have taken another airline, because Lufthansa clearly didn’t live up to its reputation on your flights to and from Delhi.
Part of the problem is that it’s not immediately clear which airline consumer protections apply to your flight. It’s true, Lufthansa says it will compensate you for denied boarding and delays — but those are EU rules that apply only to tickets where the origination or destination is within the EU.
So can you get compensation from Lufthansa?
How can I get compensation from Lufthansa if my flight is delayed or canceled?
Look, flight delays and cancellations can be maddening. Knowing your rights as a passenger and how to seek compensation can help ease the stress. Here’s what to do:
Understand how you’re protected
The first step is to determine which consumer protection laws apply to your flight. Basically, it depends on the origin and destination of your journey. For flights originating or ending within the EU, EU regulations provide robust passenger rights, including compensation for delays over three hours and denied boarding. For flights governed by U.S. laws, like those from New York to Delhi, you are generally only entitled to compensation if the airline can’t get you to your destination.
Start recording!
Yep, keep all your travel documents, including boarding passes, receipts for expenses incurred because of your delay, and any communication with the airline. This documentation will be essential when filing a claim for compensation.
Don’t wait to solve your problem
When a flight disruption happens, try to negotiate with airline representatives at the airport. Politely request compensation like hotel vouchers, meal vouchers, or frequent flier miles. It’s often easier to get some form of compensation immediately rather than later.
File your claim
If you think you are entitled to compensation, file a formal claim with the airline as soon as possible. Provide a detailed account of the disruption, including the flight number, dates, and the impact it had on your trip. Include copies of all relevant documentation.
Get help
If the airline is unresponsive or denies your claim, consider contacting regulators like the Department of Transportation or our advocacy group. We can offer guidance and support in navigating the claims process.
Don’t forget that each situation is unique, and the outcome of a compensation claim can vary depending on the circumstances. Persistence and thorough documentation are key to increasing your chances of success.
Can you get compensation from Lufthansa for your flight?
On your flight from New York to Delhi, U.S. consumer protection laws apply. And those say that if the airline can get you to your final destination, and if you accept the rebooked flight, it owes you nothing more.
However, your seats — well, that’s another story. You paid for a reserved seat on your flight and didn’t get it. You’re right: At a bare minimum, Lufthansa owes you a refund for those.
Your case falls into a gray area when it comes to customer service. Clearly, both of your flights didn’t go as you had hoped them to go, or as Lufthansa had intended. When that happens, your best bet is to negotiate a goodwill gesture then and there, and in real time. Ask for a hotel voucher, an extra meal voucher, frequent flier points, or anything a representative is allowed to offer at the time. Because after your flights end, getting anything will be difficult, if not impossible.
You can also reach out to one of the Lufthansa executives whose names I publish on this site. A short, polite email to them might get you the compensation you deserve.
After you reached out to my advocacy team, I contacted Lufthansa on your behalf. Without comment, the airline refunded you $61 — a disappointing conclusion to your case.
