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General information
Booking info and support
New refund fee for credit card chargebacks
Please be advised that LH has instituted a new processing fee for the handling of Credit Card Chargebacks. If, at the end of this process, a technical refund must be done to clear the chargeback on a wholly unused ticket, there will be a $100 “Refund Processing Fee” charged by Lufthansa.
Please avoid all possible chargeback situations by having a customer signed UCCCF form done at time of ticket purchase. Please clearly advise and explain all ticket restrictions including non-refundable amounts and change fee charges to our mutual clients at time of Sale.
Lufthansa enforces 30-day Agency Debit Memo dispute time frame
Effective October 1, 2009, Lufthansa ADM's issued in the United States will be due within 30 days. Any agent who feels that an ADM has been issued in error will have the opportunity to dispute such ADM within that same 30 day period.
If disputed, the ADM status in ARC Memo Manager must be changed from 'Agent Action Required' to 'Dispute Pending' by the agent and a specific reason for the dispute must be entered. Please note: the status is not changed automatically by entering correspondence into a note. If not disputed, with valid reason, by the 30th day after the ADM is delivered to you via ARC Memo Manager, the ADM is payable only and disputes will no longer be accepted. Please note that for ADMs put in dispute without a valid reason for the dispute, the status will be changed back to “Agent Action Required” and will not be considered in dispute.
Please ensure that all staff are aware of the 30 day time limit for disputing an agency debit memo and the actions necessary in ARC Memo Manager.
New AUDIT for use of LH ticket stock with no LH segment
Please be advised that tickets plated on 220 must contain a Lufthansa operated or marketed flight. This is reflected in IATA Reso 852. Lufthansa has implemented a ticket audit for this purpose and ADMs will be raised on 220 tickets that contain no Lufthansa flight (operating or marketing). Waivers to use a 220 ticket for all OAL segments are not permitted per Lufthansa Revenue Headquarters. Effective August 1, 2009 this also includes "Autopriced" tickets, so please be sure not to select validation on 220 when autopricing non–LH itineraries.
Thank you for your attention and cooperation.
Lufthansa makes adjustment to fuel surcharge
Prices of crude oil have risen by more than 50 percent since December 2008, resulting in higher fuel procurement costs for Lufthansa. In response to this development in recent months, the airline is therefore slightly increasing its fuel surcharge on domestic German and European flights by three USD to 24 USD per flight leg.
In future, all fares to destinations in Israel, Lebanon, Jordan and North Africa will be calculated inclusive of the fuel surcharge for European flights. This will significantly reduce fares for flights to some of the above-mentioned countries, as previously the long-haul surcharge applied for these flights.
On long-haul routes, the current uniform fuel surcharge of 82 USD will be staggered according to zone. Three separate zones will apply for flights to:
long-haul destinations in the Middle East, East Africa (in future 77 USD)
long-haul destinations in North America and India (unchanged, 82 USD)
long-haul destinations in South America, Central-, West- and Southern Africa, Southeast Asia and the Far East (in future 92 USD)
The new adjusted surcharges will apply to all tickets issued on or after July 2, 2009. All the fares that Lufthansa offers or advertises already include the fuel surcharge.
Lufthansa continually monitors oil prices and will make any future adjustments to the fuel surcharge dependent on further trends in the price of jet fuel.
ATI approval granted to AC, CO, LH, UA
Air Canada, Continental, Lufthansa and United are pleased to announce that the U.S. Government has granted the carriers final approval for antitrust immunity (ATI) to facilitate the implementation of their joint venture agreements. The carriers plan to use this new ATI to cooperate in areas that will provide you and your travelers with more value, choice and simplicity. Additional approvals are still required and applicable regulatory reviews are under way in Europe, Canada, and other countries, as required.
Using the antitrust immunity, the carriers will implement a joint venture featuring integrated cooperation on trans-Atlantic flights between North and Central America, Europe, Africa, the Middle East, India, the Commonwealth of Independent States (CIS), and the western part of Russia, as well as connecting flights within those regions.
In anticipation of a launch next year, the carriers are developing programs that will deliver even more competitive flight schedules and fares for the trans-Atlantic markets and improved access to an extended global network, benefiting you and your travelers.
As these programs are developed, your Air Canada, Continental, Lufthansa and United sales professionals will be providing you with more information. Continental Airlines plans to join the Star Alliance network this fall and Sales activities will be linked to this timeline.
Avoid the costs of incorrectly applied waivers
When waivers are processed incorrectly, the resulting waiver errors can be costly because they incur agency debit memos (ADMs). These simple tips will help you provide complete, correct information to your Lufthansa Sales Service Center agent and avoid unnecessary fees:
The waiver number corresponds to a specific ticket number. If you void a ticket, for which you received a waiver, please call your Lufthansa Sales Service Center and let us know the new ticket number. If you void a ticket and use the same waiver code for a different ticket or even use the next ticket number in sequence, your agency will incur an ADM.
The waiver number corresponds to your agency. Be sure you provide your agency’s IATA number to the Lufthansa agent who issues your waiver. Be especially careful with refund waivers -if the refunding IATA number is different than the original issuing IATA, avoid an ADM by ensuring the Lufthansa agent has the correct, complete information as to which office IATA is actually going to process the refund.
The waiver number corresponds to a specific Reason Code. If Lufthansa provides you a waiver to reissue the ticket, do not use it for refund and vice versa: do not use a refund waiver for a reissue or exchange. A waiver must be used for the exact reason for which it was registered in our system. If you receive a waiver for reissue and instead find that you have to refund and issue a new ticket, please call your Lufthansa Sales Service Center for a new waiver number to avoid an ADM. This applies for the opposite situation, if you have a waiver to refund and find it easier to do an exchange, please call your Lufthansa Sales & Service Center for a new waiver for reissue.
For reissues, always advise the new (reissued) ticket number. Registering the original ticket number in the waiver system will not protect the reissued ticket from failing the audit and receiving an ADM.
Don’t forget infant tickets. If your passenger is traveling with an infant, make sure you advise this at the same time a waiver is granted for the adult’s ticket and advise us of the infant ticket number. Depending on the GDS, the adult and infant name may not be displayed together in the Lufthansa Amadeus record, so you cannot assume that both tickets automatically receive waivers together.
Lufthansa has maintained a lenient policy regarding incorrectly applied waivers, but beginning in April, 2009, we will no longer reverse ADMs that result from agency error applying a Lufthansa waiver. Avoid these extra costs by providing Lufthansa with complete, correct information. And please feel free to call your Lufthansa Sales Service Center whenever you require clarification regarding a waiver.
Shortcuts for rate desk and waitlist message queues
Lufthansa has brought together some information designed to help speed two common transactions: rate desk queues and waitlist message queues.
For pricing issues, recalculations or partial refund calculations, you can queue the PNR directly to our Rate Desk using the GDS entries listed here:
| SABRE | QP/QLH19/11 |
| WORLDSPAN | QEP/LH0/20 |
| APOLLO | QEP/QAK/10 |
| AMADEUS | QE/NYCLH0201/5 |
Lufthansa support teams are happy to assist you with waitlist clearance, but you can speed the process queuing waitlisted PNRs in your GDS. It’s easy and it will save you a lot of time, phone calls and e-mails. Simply use these entries:
| AMADEUS | Enter remark RM ATTN LH PLS DALPO TO CFM Put the PNR into the queue: QE/NYCLH0102/20 |
| SABRE | Enter remark >5ATTN LH PLS DALPO TO CFM Put the PNR into the queue: US/Canada >QP/QLH33/1 Other countries >QP/RLH99/11 |
| APOLLO | Enter remark >@:5ATTN LH PLS DALPO TO CFM Put the PNR into the queue: US/Canada >QEP/QAK/33 |
| WORLDSPAN | Enter remark >5ATTN LH PLS DALPO TO CFM Put the PNR into the queue: US/Canada >QEP/LH0/33 Other countries > QEP/LH0/32 |
| GALILEO | Enter remark >RQ.GENR/LH*PLS DALPO TO CFM Galileo automatically places the PNR onto a queue at EOT. |
For trouble-free check-in, keep the record clean
Do your customers experience confusion with etix™ at check-in? The trouble may be caused by multiple ticket numbers in the PNR. When a passenger approaches the desk, the check-in agent at the airport normally accesses the first available etix number. However, if the record contains unnecessary ticket numbers and old information, errors may occur. The customer may be checked in under wrong ticket number or the agent might not find a valid etix at all.
To avoid this confusion and speed your customer’s trip, keep the PNR free from extraneous or outdated information. When executing voids, reissues, duplicate issues, or other transactions, be sure to clean up the record and cancel old data.
New procedure for Agency Debit Memo handling
Effective September 1, 2008
All debit memo payments are kindly requested via ARC Memo Manager
Register here or contact ARC Customer Service Center at 703-816-8003
For credit card payments, please send the completed UCCCF directly to:
Lufthansa German Airlines
NYCGB/R-R
1640 Hempstead Turnpike
East Meadow, New York 11554
Debit Memo disputes should be submitted via ARC Memo Manager. Any supporting documentation that you are not able to attach in Memo Manager should be submitted via fax to: 516 296 – 9387
For general debit memo or account questions, please contact us:
via e-mail: us.passage.customers@services.dlh.de
via fax: 516 296-9695
via telephone: 516 296-9694
New ADM administration fee
Should an error in ticketing result in the issuance of an Agency Debit Memo, an ADM administration fee of $25.00 will be collected in addition to the Debit Memo amount effective Dec. 01, 2007. If the error pertains to taxes only, the administration fee will be $7.00
