Flight disruptions – Q&As

We make every effort to always get you to your destination on time and reliably. However, if air traffic disruptions do occur, if your departure gate is changed, your flight is delayed or even has to be cancelled, you can find all the answers to the most frequently asked questions here. You can find out whether your flight has been affected here: Current flight information.

We will keep you informed...

...by email or alternatively by text. So that we can do this, please give us your up-to-date email address and mobile phone number before your planned flight. The quickest way is to log in, then save your details under My Bookings and "Passenger details".

Alternatively, you also have the following options:

  • Every time you book, make sure that you, your travel planner or your travel agency always enter your most up-to-date contact details when making a flight reservation.
  • Enter your details only once in your Miles & More customer profile. Please don’t forget to quote your Miles & More card number when booking.
  • With the Lufthansa app you can receive notifications directly on your smartphone.

Information about text messaging in the USA and Canada.

For text messaging in the USA and Canada, please note the following:

Flight disruptions – FAQs

The information provided here offers you assistance quickly, if you are affected by flight disruptions.

Passenger rights & Proof

Rebooking & Alternative transport

My baggage

Ticket price refund and compensation payments

Hotel and catering costs

Getting around at the airport

Lufthansa keeps you updated

Information type Information channel When? Requirements
Request for current flight status lufthansa.com/flight-status
Immediately  
Request individual flight information lufthansa.com under
"My bookings"
Immediately
Booked flight is subject to disruptions
Notification of gate change Email
Lufthansa app
From two hours before departure
Email address in Miles & More profile;
Register to log in via the app, receive your boarding pass in the app or get flight status information via the app
Notification of delay > 15 mins. Email/text *
Lufthansa app
Immediately Email address and mobile phone number in Miles & More profile or in the booking, passengers with mobile boarding pass via text or email address;
Register to log in via the app, receive your boarding pass in the app or get flight status information via the app
Notification of cancellation Email/text*
Lufthansa app
Immediately Email address and mobile phone number in Miles & More profile or in the booking, passengers with mobile boarding pass via text or email;
Register to log in via the app, receive your boarding pass in the app or get flight status information via the app
Notification of rebooking to an alternative flight because of flight disruptions Email/text*
Lufthansa app
Immediately Email address and mobile phone number in Miles & More profile or in the booking, passengers with mobile boarding pass via text or email;
Register to log in via the app, receive your boarding pass in the app or get flight status information via the app
Delivery of a new mobile boarding pass after successful rebooking Email/text*   Mobile boarding pass already requested for the original flight via email address or text
Request for a rail voucher in the event of cancellation of a German domestic flight
lufthansa.com under
"Check-in" and
"My bookings"
Immediately Booked flight is subject to disruptions
Meal voucher activation alert Email/text* Two or more hours waiting time at the airport Email address and mobile phone number in Miles & More profile or in the booking, passengers with mobile boarding pass via text or email address;
Log-in via the app or boarding pass in the app

* Delivered via text if no email address is available, only a mobile phone number

You can find out about our support services in the following video:

Below is a video about disruptions to flights.

Text messaging in the USA and Canada

Providing your mobile phone number in your booking or customer profile (Miles & More or Lufthansa iD) means you agree to receive text messages about changes to the status of your booked flight. This is in accordance with our data protection statement.

In the USA and Canada, text messages are sent via US and Canadian mobile phone providers. Please note that this may incur costs per message or according to data volume.

Messaging frequency depends on the status of your booked Lufthansa flight. You will receive one message per change in flight status.

You can unsubscribe from this service at any time by texting STOP to 90509 from your mobile device. After you have sent us a STOP message, we will send you confirmation that you have unsubscribed. After this, you will no longer receive text messages from us. To re-start the service, simply text START to 90509.

For further information, or if you need assistance, just text HELP to 90509 or contact one of our Service Centers.