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Guarantee requirements

In order to qualify for a refund under this guarantee, the claim must satisfy all Terms and Conditions of the Best Price Guarantee and be submitted in compliance with the claim processing procedures detailed below.

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  • All claims must be made by midnight Hong Kong Time of the same day on which the Lufthansa ticket is purchased.
  • Lufthansa (and not the passenger submitting the claim) must be able to verify the cheaper online price at the time of claim and that the cheaper price does not exist on the Hong Kong lufthansa.com website.
  • Any supplementary evidence submitted by the passenger will not be accepted. Lufthansa reserves the right to request for screen shot stating the price available on another website. Prices quoted 'from HKDx,xxx' or as like will not be accepted, only the final confirmed price will be accepted upon request.
  • Best Price Guarantee is given only for a price in the Economy class cabin, and is valid only for comparison with a cheaper price found online with identical flight, itinerary and booking class, purchased on the same day as the original Lufthansa.com online purchase. In this situation the total Price shall include all applicable taxes and surcharges. Furthermore, the attached price conditions shall be the same.
  • Tickets must be for sale over the internet website in HKD currency with point of sale in Hong Kong. The website containing the cheaper online price must provide capability to book that price in HKD. Websites showing prices but not providing the capability to book and buy them online will not be considered applicable for a refund.
  • Best Price Guarantee applies only to tickets purchased with a Hong Kong billing address. Furthermore, the cheaper price on the other website must be bookable with this billing address.
  • The claim will only be accepted if the request is made by the same person who is mentioned on the Lufthansa ticket. The Best Price Guarantee applies only on itineraries operated wholly under Lufthansa flight number(s) with the outbound flight originating in Hong Kong.
 
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Submitting a claim

A claim submittal form is available at www.lufthansa.com. To submit this claim form, please click on the link “Submitting a claim”, fill in all required fields and click 'Submit.'

Lufthansa Customer Service will get in touch with you via e-mail.

Lufthansa reserves the right to deny any claims that cannot be reasonably verified, or for which incomplete information has been provided.

All claims must be made by midnight Hong Kong time on the same day the original Lufthansa.com ticket is purchased. Claims may not be made through any other Lufthansa form or phone number.

 
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Guarantee exception

The Best Price Guarantee does not apply to:

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  • 1.Unpublished fares which are not available to the general public. Prices not available to the general public include, but are not limited to, corporate discount Prices, meetings and conference fares, wholesaler Prices and other discount fares.
  • 2.Package Prices - Prices sold as part of a travel package.
  • 3.Prices where the carrier or itinerary details are unknown until after purchase and other discount fares.
  • 4.Price difference less than HKD100.
  • 5.Itineraries with Swiss in total or partial are excluded from this offer.
 
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Guarantee offer

This guarantee only applies to a price difference of at least HKD100. There is no maximum limit to the amount of the claim. The tariff applicable for the price guarantee is inclusive of taxes and surcharges.

Once the cheaper online fare has been verified, a cheque for the amount of the price difference plus a HKD500 travel voucher will be issued for each claim approved by Lufthansa. This cheque would be crossed account payee and would be issued to the passenger whose name is on the ticket.

 
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Other conditions

Lufthansa’s decision in relation to any claim under this guarantee or the interpretation of any part of these terms and conditions shall be final and conclusive. Lufthansa reserves the right to modify these terms and conditions at any time at Lufthansa’s sole discretion, and such modifications shall be effective immediately upon posting of the modified terms and conditions (and shall apply to all tickets purchased after such posting).

 
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Disclaimer

Lufthansa reserves the right to terminate this offer at any time without notice.

Lufthansa will not be liable for any expenses incurred due to cancellation of bookings or flight tickets booked on other websites.