Refund needed from Lufthansa via Travel Agent

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Jun 11, 2020
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Hello! This is my first post here and thank you for taking the time to read.
We purchased close to $30K in airline tickets through a travel agent for Lufthansa flights. Due to Covid 19, the flights were cancelled over a month ago.
Our travel agent has requested a refund via email from Lufthansa but the airline has not issued it.
When I contacted the airline directly, they said that the Travel Agent had not contacted them and that I could only get a refund via my travel agent. They told me that the travel agent needs to call them.
Each time I contact the Travel Agent to inquire, he says 'he is working on it'.
Has anyone else ever had this experience and do you have any advice on how to get our money back from the airlines?

Note, this case is active in the Elliot.org advocacy department and I am looking for advice while I wait.

Thank you!
 

weihlac

Verified Member
Jun 30, 2017
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What was your itinerary and did it involve a US destination? Where is your travel agent located?
You said the "flights were canceled". Did you cancel the flights or did the airline? We need this information to offer any useful advice.

The airlines are taking 30-90+ days to process refunds.
 
Last edited:

Neil Maley

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Dec 27, 2014
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www.promalvacations.com
Call your agent and find out exactly where he is in the process. Tell him that you called Lufthansa and that they said your agent hasn't contacted them. Did he file for the refund or not? Your agent might have requested the refund but Lufthansa is taking a very long time for refunds. Many are taking up to 90 days.
 
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weihlac

Verified Member
Jun 30, 2017
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Lufthansa has been taken over by the German Government as of May 25.
This will greatly complicate the process and may put refunds on indefinite hold or delay them for months. Lufthansa's priority will be staying in business and preserving capital.
 
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Nov 22, 2019
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when you say travel agent, is it someone based in an office or someone from an OTA? I guess you booked business class ticket to reach the $30K so I am wondering if you book them through a traditional travel agency or an online one. More information will be welcomed.
 
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smd

Mar 14, 2018
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Lufthansa has been taken over by the German Government as of May 25.
This will greatly complicate the process and may put refunds on indefinite hold or delay them for months. Lufthansa's priority will be staying in business and preserving capital.
Lufthansa has not been taken over by the German government despite the misleading headline. The German government will only own 20% of the airline after the bailout.

The bailout actually should make refunds faster and simpler. Since the airline is no longer at risk of bankruptcy, they must pay their existing obligations. Per US law, this includes their refund obligations for cancelled US flights.
 

weihlac

Verified Member
Jun 30, 2017
2,933
3,814
113
Maui Hawaii
Lufthansa has not been taken over by the German government despite the misleading headline. The German government will only own 20% of the airline after the bailout.

The bailout actually should make refunds faster and simpler. Since the airline is no longer at risk of bankruptcy, they must pay their existing obligations. Per US law, this includes their refund obligations for cancelled US flights.
The OP has not indicated their flight itinerary. We do not know if US law applies. We also do not know who canceled the flights.
 

jsn55

Verified Member
Dec 26, 2014
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I agree that you need to pin the travel agent down. If he is not immediately forthcoming, go over his head to the agency manager. If he tells you that the request was made on a certain date, ask for that in writing. While it's true that refunds are taking a very long time, you need to know right now if the request has been made and what the status is. If you paid for the tix by credit card, find out how long you have to file a dispute if it comes to that. No travel agent worth his salt will put a client off like this, it's very worrisome. Please let us know what transpires.
 
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Jun 11, 2020
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What was your itinerary and did it involve a US destination? Where is your travel agent located?
You said the "flights were canceled". Did you cancel the flights or did the airline? We need this information to offer any useful advice.

The airlines are taking 30-90+ days to process refunds.
What was your itinerary and did it involve a US destination? Where is your travel agent located?
You said the "flights were canceled". Did you cancel the flights or did the airline? We need this information to offer any useful advice.

The airlines are taking 30-90+ days to process refunds.
Hi,
The flights were cancelled by the airline. It's been over 60 days. Travel was to Germany and Croatia. Travel agent is in San Diego.