Closed User Group Booking for Travel Agents on Lufthansa. Com
Terms and Conditions
Effective 1st October 2009
1. Programme content
Closed User group booking (will hereinafter be referred to as CUG)on www.lufthansa.com is an online booking and information platform for travel agencies provided by Deutsche Lufthansa AG (referred to hereinafter as "Lufthansa") for the purpose of selling tickets for Lufthansa flights. Lufthansa offers this facility to the Travel agencies free of charge .
2. Use Closed User Group on www.lufhansa.com
2.1 Authorised users
1. Any IATA approved Travel Agency in India, who can provide a valid IATA number.
2. Any Non Iata Travel Agency may also avail of this facility by filling up the Request Form for an LH/LX Agency ID.
The travel agency must be in the main business of selling tickets of airlines to third parties. Individuals who purchase tickets primarily for their own use, or agents temporarily dealing in airline tickets or other private individuals/ consumers, are excluded from using the above booking platform on www.lufthansa.com. Lufthansa reserves the right to check the validity of a travel agency and can cancel the registration if not found in accordance with these rules and regulations.
2.1.1 A travel agency authorized to use www.lufthansa.com is hereinafter referred to as the "Agent".
2.1.2 Agents using the CUG booking platform at www.lufthansa.com will have their details stored in a Lufthansa database. The Agent receives a Lufthansa travel agency ID that functions as a user name and which provides access to the above www.lufthansa.com platform.
2.2 Applying for user access
2.2.1 In order to use the CUG platform at www.lufthansa.com, the Agent should apply for a Lufthansa travel agency ID and user access.
2.2.2 An Agent can apply for a Lufthansa travel agency ID and user access via the registration/login page of www.lufthansa.com and Order Lufthansa Agency ID using the same link. A Lufthansa travel agency ID and user access is generally provided within 5 working days. Confirmation that user access has been enabled will be sent by Lufthansa to the email address provided in the user profile.
2.2.3 The data requested by Lufthansa at registration must be entered accurately and in full. If the specified data subsequently changes, the Agent is obliged to update these details in their user profile.
2.2.4 The request for user access by an Agent can only be made by a named individual authorised to represent that Agent.
2.2.5 In submitting a request for user access, the Agent agrees to accept the terms and conditions of use.
2.2.6 Lufthansa reserves the right to deny user access without assigning any reasons.
2.3 User access/loss of user name and password
2.3.1 The Agent chooses a password at registration. It is the responsibility of the agent to prevent the password from being misused, the Agent must ensure that no unauthorised third party gains access to the password.
2.3.2 The Agent is requested to change the password at regular intervals and is obliged to change the password immediately when a member of staff leaves the company.
2.3.3 If misuse of the password is suspected, it must be changed immediately.
2.3.4 The loss of the user name and password, or the suspicion that unauthorised third parties have gained access to the user name and password, must be reported to the Lufthansa service centre immediately.
2.3.5 The Agent is liable for all activities carried out using the user name and password.
2.4 Cancellation of user access
2.4.1 Lufthansa may cancel user access by giving two weeks notice, unless there are grounds for immediate cancellation (see 2.4.3) without giving notice. The Agent can cancel its user access at any time, without any notice , by informing email@example.com
2.4.2 The Agent undertakes to cancel user access immediately if it ceases trading.
2.4.3 In order to protect its interest against any kind of frauds, misuse of the CUG platform and/or non adherence of these terms and conditions, Lufthansa reserves its right to cancel the user access without any notice and without assigning any reasons. The Agent is not entitled to make any claims in the event of access being denied.
2.4.4 In the event of cancellation of user access by Lufthansa, the Agent is not entitled to reapply for user access.
2.5 Period of use
2.5.1 The CUG platform at www.lufthansa.com can be used for an unlimited period unless the programme is discontinued (see section 2.6), or user access is denied by Lufthansa (see section 2.4), or user access is cancelled (see section 2.4).
2.5.2 If the Agent does not log on to CUG platform at www.lufthansa.com for a period of six months, Lufthansa reserves the right to cancel user access in accordance with section 2.4.1 after giving notice by email.
2.6 Discontinuation of the programme
Lufthansa reserves the right to discontinue the CUG platform at www.lufthansa.com, without any notice. In this case, Lufthansa will not give notice of the cancellation of the use of www.lufthansa.com in accordance with section 2.4.
3. Selling via www.lufthansa-agent.com
3.1 Fare and availability for Lufthansa Flights
3.1.1 Lufthansa provides the Agent with fare and availability information for Lufthansa flights, via the CUG platform at www.lufthansa.com. Once the Agent makes a booking which is confirmed by Lufthansa in accordance with section 3.6 it is binding on the agent.
3.1.2 The fares displayed on www.lufthansa.com show the net ticket price including taxes, fees .
3.2 Price Comparison Websites
No agent is allowed to put the fares of www.lufthansa.com on price comparison websites that allow flight availability to be checked. In case it is found that any agent has placed the www.lufthansa.com fares on such sites Lufthansa has a right to levy a penalty of EUR 10,000 and also cancel the the user access of the agent in accordance with clause 2.4.
3.3.1 To book a flight, the Agent selects available flights, the applicable fare and provides passenger data
3.3.2 Names of passenger cannot be changed once a booking is made.
3.3.3 The passenger’s Miles & More card number (or card number of a frequent flyer scheme of a Lufthansa partner airline) can be entered to the booking. Any eligible miles will be credited to the passenger’s account automatically.
3.3.4 A contact telephone number of the passenger may be provided when flight bookings are made which will be used to inform the passenger or Agent in case of any changes in the flight schedule. Although Lufthansa will send a message at the contact number provided by the agent, it will be the responsibility of the agent to ensure that the passenger is informed in case of changes in the flight schedule.
3.3.5 A contact address is to be provided with flight bookings and will be used to send paper tickets in cases where an electronic ticket (etix®) cannot be offered (see 3.5).
Lufthansa takes no responsibility in case the above details provided by the agents are incomplete/incorrect.
3.4.1 Lufthansa accepts the following credit cards:
• Visa (VI)
• Mastercard (CA)
• American Express (AX)
• JCB (JC)
• AirPlus Travelplan (TP)
• Diners Club (DC)
A debit card can also be used.
3.4.2 Altough it is preferred that the passenger credit card/debit card should be used for payment, however the responsibility of payment to the airline is of the concerned agent incase of chargebacks.
3.4.3 Incase the agent uses their credit/debit card for payment of the tickets of the passengers, it would be necessary to create a Lufthansa.com profile. The passenger's FOID(Form of Identification) must be used in the PNR. Lufthansa will not be held responsbile for any dispute arising between the passenger and the agent in such a situation.
3.5 Ticket issuance
3.5.1 Ticket type: etix®
When technically possible for the flights booked, Lufthansa will issue the passenger with an electronic ticket (etix®). A paper ticket is not required in this instance.
3.5.2 Identification (FOID)
Providing an FOID for the passenger in the booking is optional. The FOID can be a Miles & More card, a card of another frequent flyer scheme or a credit / debit card. FOID is required should the passenger wish to check in online via mobile.lufthansa.com (only for sectors where applicable)
126.96.36.199 Where it is not possible to issue an electronic ticket (etix®) for the flights booked, a paper ticket will be issued and posted to the contact address specified in the booking
188.8.131.52 Paper tickets must be issued four calendar days prior to the flight departure date. In the event that there are less than 4 calendar days until the flight departure, it will not be possible to make a booking through www.lufthansa.com. In this event the Agent should contact the local Lufthansa Agency Service Team/call centre for alternative options
184.108.40.206 Paper tickets will be posted either directly to the passenger or to the Agent, depending on contact address specified during the booking process (as described in 3.3). If an Agent address is supplied, it is the responsibility of the Agent to ensure paper tickets are received by the passenger well in time, for the booked flights
3.5.4 Lost tickets
220.127.116.11 If a paper ticket posted by Lufthansa at the address provided by the agent and is not received within 4 days, the passenger/agent should contact the Lufthansa Service Team. In this case, a replacement ticket will be posted or left at the airport free of charge.
18.104.22.168 Lufthansa accepts no liability for the late delivery of tickets or the loss of tickets between the Agent and the client.
22.214.171.124 If a ticket or part of a ticket is badly damaged, lost, not presented together with the passenger coupon or not presented with all unused flight coupons, Lufthansa can, on the request of the Agent or its client, replace part or all of the ticket. In this instance Lufthansa may charge a fee for the replacement ticket. Part or all of the ticket may be replaced provided there is evidence, readily ascertainable at the time, that a Ticket valid for the flight(s) in question was duly issued and an Indemnity Bond is signed to reimburse Lufthansa for any costs and losses, up to the value of the original ticket, which are necessarily and reasonably incurred by Lufthansa or another carrier for misuse of the Ticket. Lufthansa will not demand reimbursement for lost tickets for which Lufthansa is responsible.
Where such evidence is not available, or an agreement is not signed, payment up to the full price of the ticket may be required for the issuing of the replacement ticket, subject to refund if and when Lufthansa is satisfied that the lost or damaged Ticket has not been used before the expiry of its validity. If, upon finding the original Ticket before the expiry of its validity, the replacement ticket is returned to Lufthansa, the foregoing refund will be processed at that time.
3.6 Booking confirmation and passenger receipt
3.6.1 Booking Confirmation
A booking confirmation will be emailed by Lufthansa to the address specified by the Agent at the time of booking.If requested, and an email address is supplied at the time of booking, a booking confirmation will be sent by Lufthansa to the passenger. If a passenger email address is not supplied, Lufthansa assumes that the Agent will send its client a booking confirmation by other means.
3.6.2 Passenger receipt
126.96.36.199 The passenger receipt serves as both a passenger coupon and an invoice. The passenger receipt is created only once by Lufthansa.
188.8.131.52 In the case of a paper ticket, Lufthansa sends the passenger receipt together with the flight coupons.
184.108.40.206 In the case of etix®, the passenger receipt is made available online once the ticket is issued and prior to the departure of the first flight in the booking
220.127.116.11 The online passenger receipt can be obtained by the passenger/agent at www.lufthansa.com
18.104.22.168 If the passenger receipt is not obtained online before the start of the journey, Lufthansa creates a passenger receipt when the passenger checks in for the first part of the journey, provided the check-in is handled by Lufthansa. If the check-in is not handled by Lufthansa itself, a passenger receipt cannot be created at check-in. In this case, the passenger receipt must be obtained online before the start of the journey.
3.7 Ticket Issue
3.7.1 All tickets booked via www.lufthansa.com are issued by Lufthansa.
3.7.2 All tickets are usually issued within 24 hours after the booking is made. However if a booking is made within 24 hours of the flight departure time, an (etix®) will be issued prior to flight departure.
3.7.3 All tickets booked via CUG platform on www.lufthansa.com are issued by Lufthansa. There will be no incentives/ commission paid to the Agent on these tickets. These tickets will also not be included in the turnover of the agent for the purpose of calculating any incentives under any contract.
4.1 Contact information for rebooking
4.1.1 Flights booked via www.lufthansa.com can be rebooked by phone. The passenger can contact any Lufthansa call centre or Lufthansa ticket desk for rebooking.
4.1.2 To make a rebooking on behalf of a client, the Agent can contact the www.lufthansa.com service centre. The Agent must have the consent of the client and the client’s agreement to make any additional payment (see 4.2)
4.2 Additional payments in the event of rebooking
4.2.1 If a rebooking to an etix® involves an additional cost (such as a rebooking fee or increased fare), the costs are debited at the time of rebooking. Payment types are specified in section 3.4
4.2.2 If a rebooking to a paper ticket involves an additional cost (such as a rebooking fee or increased fare), the costs are collected before departure at the Lufthansa ticket desk
4.2.3 The Agent may charge the client a service fee for handling a rebooking. In this instance, the Agent must make it clear to the client that this charge is not part of Lufthansa’s fare and is not a Lufthansa rebooking charge.
5. Cancellations and refunds
5.1 Cancellations – All bookings made at CUG platform at Lufthansa.com are subject to cancellation fees as per the rules of the fare.
5.1.1 Flights booked via www.lufthansa-agent.com can be cancelled by phone. The passenger can contact any Lufthansa call centre or Lufthansa ticket desk to cancel a booking.
5.1.2 To cancel a booking on behalf of a client, the Agent can contact the www.lufthansa.com service centre. The Agent must have the client’s consent.
5.1.3 The Agent may charge the client a service fee for handling a cancellation. In this instance, the Agent must make it clear to the client that this charge is not part of Lufthansa’s fare and is not a Lufthansa cancellation/refund charge.
5.2.1 Contact information
22.214.171.124 Refunds for tickets booked via www.lufthansa.com can be requested by phone. The passenger can contact any Lufthansa call centre or ticket office to request a refund
126.96.36.199 To request a refund on behalf of a client, the Agent should contact the www.lufthansa.com service centre. The Agent must have the consent of the client and the client’s agreement to make any additional payment involved in obtaining the refund in accordance with the tariff rules and conditions.
188.8.131.52 The Agent may charge the client a service fee for handling a refund. In this instance, the Agent must make it clear to the client that this charge is not part of Lufthansa’s fare or Lufthansa’s charge for processing the refund.
5.2.2 Passenger receipt
184.108.40.206 Should a refund be due, in order to grant the refund, Lufthansa requires the passenger receipt.
220.127.116.11 In the case of partial refunds, Lufthansa will advise the refund amount to the contact address specified at the time of booking on www.lufthansa-agent.com. If a passenger address is not supplied, Lufthansa assumes that the Agent will send this information to its client by other means.
5.2.3 Payment of refund
Any refund due will be refunded to the credit/debit card used as original form of payment.
6. Schedule Changes
6.1 Email notification will be sent by Lufthansa, if Lufthansa makes schedule changes to a booked flight. Email notification will be sent to the address specified at the time of booking
6.2 If the passenger email address was supplied at the
time of booking, email notification of schedule change will be sent to the passenger and the Agent
6.3 If the passenger email address was not supplied at the time of booking, email notification of schedule change will only be sent to the Agent. Lufthansa assumes that the Agent will send its client the schedule change information by other means.
6.4 If the Agent cannot or does not want to inform its client about the Lufthansa schedule change, the original Lufthansa email should be forwarded to firstname.lastname@example.org or www.lufthansa.com service center. The Agent should also supply contact information for the client (email address or telephone number) and Lufthansa will then inform the client about the schedule change. If no details of passenger are provided at the time of reservation then the onus of informing the passenger regarding the changes lies with the agent.
7.1 The Agent must not use any software, mechanisms or other scripts in connection with the use of the www.lufthansa-agent.com website that could disrupt the functioning of the www.lufthansa-agent.com website. Content must not be blocked, overwritten or changed.
7.2 The Agent must not do anything that could impose an unreasonable or excessive number of searches on the www.lufthansa-agent.com website.
7.3 The content of the www.lufthansa-agent.com website must not be copied, distributed, used in any other way or reproduced without Lufthansa’s express permission in advance. This also applies to screen scraping, robot and crawler search engine technologies or other automatic mechanisms.
7.4 Except in cases of breach of contract, Lufthansa is only liable for losses if Lufthansa, its legal representatives, management staff or others acting for Lufthansa are guilty of causing these intentionally or by gross negligence.
7.5 In so far as Lufthansa is liable, the liability of Lufthansa in the case of breach of contract through slight negligence is limited to the damage to property caused by the breach of contract at a typical, foreseeable level.
7.6 Lufthansa is not liable for indirect losses, in particular for lost profits, except in cases of intent or gross negligence on the part of legal representatives or management staff of Lufthansa or others acting for Lufthansa.
7.7 If there is intent or gross negligence, and in the case of a guarantee and of damages arising from injury to life, body or health, the exemptions from liability or limitations described in 7.4 to 7.6 do not apply.
7.8 Neither Lufthansa nor the Agent is responsible for non-fulfilment or delays in fulfilment caused by force majeure in the form of natural disasters, strikes, trade union disputes, armed conflict or acts of terrorism. Lufthansa is not liable for claims arising in this context as a result of flight cancellations, changes to the flight schedule or cases where passengers are denied permission to board.
8.1. Data protection
The personal and company data associated with the use of the website is processed in accordance with the applicable statutory data protection regulations and the Lufthansa data protection guidelines and used for the purposes of the platform. This processing includes the forwarding of the data to companies associated with Lufthansa and/or other third parties. The Agent accepts that the IP address of the Internet Service Provider from which the Agent visits the www.lufthansa-agent.com website is stored.
8.2. Changes/amendments to the terms and conditions of use
8.2.1 Lufthansa reserves the right to make changes or additions to the terms and conditions of use and the processes described in relation to www.lufthansa-agent.com at any time.
8.2.2. Changes or additions to the terms and conditions of use are shown on the www.lufthansa-agent.com home page. The terms and conditions are considered to have been accepted if an Agent continues to make bookings using www.lufthansa-agent.com. If an Agent objects to the change or addition, it can cancel its use of the website as described in section 2.4
8.3 Applicable law
German law applies exclusively to the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG). The exclusive legal venue for claims arising from the use of www.lufthansa-agent.com is Frankfurt am Main, provided the Agent is registered as a merchant.