Your Passenger Rights

 

Scope

The Regulation applies:

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  • to passengers departing from an EU airport or departing from an airport outside the EU when carried by an EU carrier, unless they received benefits or compensation and were given assistance in that third country,
  • only if you have a confirmed reservation on the flight concerned,
  • only if you (except in case of cancellation) present yourself in time for check-in or, if no time is indicated, at least 45 minutes before the published departure time,
  • only if you travel on a ticket bought at a fare available to the public.
 

Delay

In accordance with the EU Regulation a delay occurs when a flight is delayed beyond its scheduled departure time by 4 hours for flights of more than 3.500 km, by 3 hours for flights between 1.500 km and 3.500 km as well as intra-Community flights of more than 1.500 km, and by 2 hours for flights of up to 1.500 km. When your flight is expected to have a long delay, passengers are entitled to receive care while waiting.

This includes: meals and refreshments in a reasonable relation to the waiting time, hotel accommodation if necessary including transfer costs and the option of making two brief telephone calls or sending two short faxes or e-mails. Care for passengers while waiting may be declined if the provision of the care would itself cause further delay. In case of more than 5 hours you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure.

You are entitled to receive compensation if you arrive at your final destination with a delay of more than 3 hours provided the delay is not attributable to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security risks or unexpected flight safety shortcomings.

 

Denied boarding

If in case of overbooking you are denied boarding involuntarily on a flight for which you hold a reservation, you are entitled to care and compensation without delay and to a refund as laid out in the previous section on ’delay’. In addition you are entitled to re-routing, under comparable conditions, to your final destination at the earliest opportunity.
Subject to availability of seats, you may instead choose re-routing to your final destination at a later date of your convenience, in which case you will have to bear yourself the cost of food, accommodation and transfer.

If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to a refund and compensation which can also be paid as a cheque, by bank transfer or, with your agreement, in the form of a voucher. The compensation shall be paid in cash, cheque or transfer or with your agreement in form of vouchers. The amount of the compensation depends on the distance of the schedule flight or the alternative flight proposed to you. Compensations amount to:

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  • 250 € for flights up to 1.500 km
  • 400 € for flights between 1.500 km and 3.500 and intra-Community flights of more than 1.500 km,
  • 600 € for flights of more then 3.500 km.
 

If you are offered an alternative flight, the scheduled arrival time of which does not exceed 2 hours in respect of flights up to 1.500 km, 3 hours in respect of flights between 1.500k m and 3.500 km as well as intra-Community flights of more than 1.500 km, and 4 hours in respect of all other flights, the above, mentioned compensation amounts can be reduced by 50%, i.e.125 €, 200 € and 300 €.
These rights are not granted if you have been denied boarding on reasonable grounds, such as reasons of health, general or operational security, or inadequate travel documentation.

 

Cancellation

If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above. You are not entitled to receive a compensation if the cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security, risks, unexpected flight safety shortcomings.
Equally, there is no right to compensation when the passenger has been informed of the cancellation:

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  • at least 14 days before the schedule time of departure
  • between 14 and 7 days before the schedule time of departure and the alternative flight departs no more than 2 hours before the originally schedule time of departure and reaches the final destination less than 4 hours after the schedule time of arrival
  • less than 7 days before schedule time of departure and the alternative flight departs no more than 1 hour before the originally schedule time of departure and reaches final destination less than 2 hours after the schedule time of arrival.
 

Involuntary Downgrading

If you are placed in a class lower than that for which the ticket was purchased, you are entitled to compensation within seven days. The amount of compensation depends on the distance of the scheduled flight and the price per flight segment. Compensation amounts in percentage of the price per flight segment:
30% up to 1.500 km, or 50% for flights between 1.500 km and 3.500 and intra-Community flights of more than 1.500 km, or 75% for flights of more than 3.500 km.

 

If you believe that you can raise a justified claim against Lufthansa based on the aforementioned conditions, please refer to: https://www.lufthansa.com/online/portal/lh/de/help_contact/feedback?l=de&cid=18002&contactChannelIndex=0&displayAll=true&sourceTaxonomy=Booking2011

or

E-Mail: customer.relations@lufthansa.com
Postal addresses:
Europe/Germany
Lufthansa German Airlines,
Customer Relations
P.O. Box 710234
60492 Frankfurt, Germany

A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found under the following web link: http://ec.europa.eu/transport/themes/passengers/air/doc/2004_261_national_enforcement_bodies.pdf

 

Arbitration board

If your journey is a private one, then in the case of flight disputes you have the right to contact the ‘Schlichtungsstelle für den öffentlichen Personenverkehr e.V.’ (SÖP) ,Germany’s independent arbitration board for public passenger transport that oversees all carriers.

You can do so if you have concerns relating to

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  • denied boarding, long delays or cancellation of flights;
  • the destruction, damage, loss or delayed transportation of baggage, or
  • breaches of duty in the transportation of disabled passengers or passengers with reduced mobility,
 

provided that

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  • you have already contacted Lufthansa about your concerns and have not received a reply within two months or
  • you are dissatisfied with the way your concern has been handled or disagree with how your claim was processed by Lufthansa.
  • Your financial claim amounts to at least 10 euros and no more than 5,000 euros.
  • Your concern is not already, or has not been,pending before a court or has been settled.
  • Your trip is a private trip.
 

https://soep-online.de/welcome.html
https://soep-online.de/request-form-flight.html



The European Commission also provides a platform for Online Dispute Resolution (ODR).
The platform can be found under http://ec.europa.eu/consumers/odr/