April 17, 2021


Travel-Lickin' Good

Enable! Lufthansa canceled our tickets but held our cash

Q: Before the pandemic, my spouse, my two good friends and I have been supposed to join a Gate 1 tour in Albania. Gate 1 booked us a Lufthansa flight, which consisted of 3 legs from San Francisco to Tirana via Amsterdam and Frankfurt. When we checked in at the gate in Amsterdam for the flight to Frankfurt, a Lufthansa agent informed us that our reservation experienced been canceled. The agent at the boarding gate didn’t give us a purpose for the cancellation. We experienced to obtain a new ticket to get to Tirana.

When we returned, we despatched an email to Lufthansa, requesting a refund for the ticket we had to acquire. Lufthansa denied our request. It also turned down our attraction.

Can you help us get a refund of the $1,605 we experienced to spend for the new tickets? — Po Yee Supporter, Oakland, California

A: If Lufthansa canceled the flight, it need to refund your ticket. But did Lufthansa cancel your flight?

Your daughter contacted Lufthansa on your behalf. The airline reported its records demonstrate that even though the flight operated on plan, United Airlines canceled your reservation. (United is a code-share associate with Lufthansa Star Alliance.)

You asked United Airways for assistance, but it deferred to Lufthansa. It also famous that you and your husband ended up “no shows” for your flight to Tirana. That is not doable considering the fact that you were traveling as a group, and your two buddies boarded the plane as scheduled. If you are a “no show” for a flight, then the airline mechanically cancels the rest of your flights.

This is not the way it is supposed to perform. Gate 1 need to have taken ownership of this dilemma, getting a alternative flight and fighting for any refund. As an alternative, you were being having bounced amongst two airlines and a tour operator — and obtaining nowhere.

I record the names, quantities and electronic mail addresses of all the government contacts at Gate 1 (www.elliott.org/firm-contacts/gate-1-journey), United Airways (www.elliott.org/organization-contacts/united-airways) and Lufthansa (www.elliott.org/enterprise-contacts/lufthansa-airways). I likely would have commenced with Gate 1, because it booked the flights. Given that your flights had been on Lufthansa, my 2nd prevent would have been the German carrier.

It seems to be like your daughter tried to maintain every thing in composing, which is beneficial. But there’s also a time to get on the phone, and that time was when you have been in Amsterdam and did not have a ticket to go on to Frankfurt. I would have fatigued each likelihood, which include contacting Gate 1, Lufthansa and United right before obtaining a new ticket. Having revenue from an airline is just about difficult.

But not entirely unachievable. I contacted all 3 on your behalf. Right after quite a few weeks, United sent you a refund for the new flight.

Christopher Elliott is the main advocacy officer of Elliott Advocacy, a nonprofit corporation that allows individuals take care of their problems. Call him at elliott.org/assistance or [email protected]