Lufthansa overbooking

[MikeG]

I'm sitting in Frankfurt Lufthansa Business Lounge writing this, and reflecting on what has occurred, and trying to make sense of it.

I had booked return flights to BHX, from SYD via SIN and FRA on Singapore airlines and onto BHX with Lufthansa, all ticked on Lufthansa.

We organised a stopover for the weekend in FRA, to enable us to visit a mate 2 hrs away in Germany.

Today we returned to FRA well in advance of our flight >1hr and was told that our flight had been fully booked and we had missed the flight as checkin was closed. The Lufthansa Business class checkin agent was in disbelief herself when he heard the status over the phone, and I was incredulous. So we were sent to Lufthansa service support to have the flight rebooked and were presenting to a pair of ladies, one seated and seemingly relaxed and the other standing who seemed to have a chip on her shoulder. We asked if we could rebook flights for BHX, and we then got the third degree from the standing-up lady, about being late for check-in and I reposted, no I wasn't late, I was here an hour before departure. She said I was too late, and she asked me why I didn't check in online, to which I said I wasn't required to. They said we could fly out tonight to another german airport, and then fly to BHX in the morning. I was told as this would be a different section of Lufthansa, I would need to pay extra for this. I asked them about compensation and the delays policy, and I was told that I was at fault for being late. I was unable to be told how much I would need to pay extra...

These two continued to waste our time, to which I started to get somewhat agitated, and raised my voice just loud enough t get the attention of the team leader. She moved us to another consultant, who was the complete opposite of these two, sorting out the problem and booking us on standby tickets tonight night. She said with my status, chances are good.

I conferred with my German friend, and he read the Lufthansa policy and agreed that they are at fault, as there is no reason why I should arrive more and an hour before a short flight to checkin to secure my booking. They also said I would be covered by replacement flights + EUR 250pp compensation + any hotel or meal costs due to the delay.

So for now we are focussed on getting to our destination, and if Lufthansa fail to compensate/reimburse me, I'll persue it through the credit card company and Lufthansa's mediation provider.

Has anyone else been burned by Lufthansa?

M

 

[Sprucegoose]

It sounds more like SAA than LH, however you can find under-performers anywhere. I am pleased there was a solution.

 

[MikeG]

Thankfully the waitlisted seats eventuated.

 

[RooFlyer]

Has anyone else been burned by Lufthansa?

Only once, many years ago (pre my AFF involvement). Revenue J fare Casablanca-FRA, morning flight. During the night, I checked status and found the flight had been cancelled. No notice to me. Tried to call LH but couldn't get through. Went to the airport early and next flight 2 days later was full. LH solution was too late for rest if my business itinerary, so I paid to go on another carrier that day.

For the next 2 weeks, from Canada where I was working, I tried and tried and tried to get through to a LH service centre to make a claim but it was like a castle wall. Eventually I found a way in (the Philippines, IIRC!) and made a complaint and claim. They eventually paid, but boy, it was way too hard - not extracting the funds, but even finding a relevant contact point.

 

[TomVexille]

Sounds like they were trying to bully you into accepting that you were late and therefore your fault to avoid paying EU261 for overbooking