in this case
- This case highlights the extreme delays passengers can face for a straightforward refund, even when the airline admits it’s owed.
- Learn why even a perfect paper trail and escalating to company executives may not be enough to break through a company’s bureaucracy.
- Find out how a single email from our advocacy team finally prompted Lufthansa to issue the refund after months of silence.
Ellen LaGow gets downgraded on a Lufthansa flight. The airline promises her a refund for her business class tickets. But it’s been five months and there’s still nothing in her account.
Question
Last year, Lufthansa canceled our return flight from Prague to Denver because of a strike. My husband and I had upgraded to business class for this flight, but we could not get into business class. Lufthansa rebooked us on a United flight the next day.
At the time, a Lufthansa representative told me that Lufthansa would refund $678 to our account and assured me that he had already submitted the refund request.
I have communicated with Lufthansa several times since then, both by phone and by email. Following your advice, I eventually emailed two Lufthansa executives. But we did not receive a refund.
Because this refund seems so simple, I’m surprised by the long delay and even more by the lack of response from Lufthansa. I have received only two emails from Lufthansa: one requesting information and the other asking for our patience. I have granted them patience; now they need to refund the $678.
Can you convince Lufthansa to refund our money? — Ellen LaGow, Boulder, Colo.
Answer
Lufthansa should have refunded your upgrades promptly. By the time you contacted me for help, you had been waiting five months for a refund. That’s way too long. Refunds should take no more than two weeks to process. You were flying from Prague to Frankfurt and then continuing to Denver. The Frankfurt–to-Denver flight is almost 11 hours, and definitely worth getting an upgrade to business class if you can afford it. And $678 is a bargain for a business-class upgrade.
Read more insightful reader feedback. See all comments.
The Lufthansa pilot strike, which lasted for several days in early September, was temporarily resolved shortly after your trip. The pilots have reportedly agreed to no further strikes until this summer, which does not bode well for anyone flying to Europe this summer. Lufthansa rescheduled you on a United flight, but as you note, business class wasn’t available. (Related: They charged me the wrong fare, and now they want more.)
When that happens, the rules are clear. Lufthansa’s general terms and conditions — the legal agreement between you and the airline — says that you should get a refund for your seat reservation. Most other airline contracts specifically say that if the airline bumps you from first class to economy, you’ll get your money back. Lufthansa also promised you a refund. (Related: Lufthansa screwed up my flights to India. Do I deserve compensation?)
Your voice matters
Ellen LaGow waited six months for a simple refund Lufthansa had already promised her. Her case raises questions about how long is too long to wait for your money back.
- What’s the longest you’ve ever had to wait for a travel refund?
- Should there be a legal time limit for processing airline refunds (e.g., 7-14 days), with automatic penalties for delays?
- At what point do you give up on customer service and escalate to an executive, a regulator, or a consumer advocate?
So what was with the wait?
The strike may have had something to so do with it. Lufthansa scrambled to rebook so many of its passengers that it may have lost your refund request in the shuffle. But five months? Lufthansa did not offer an explanation when I asked about your case. From the airline’s perspective, that might seem smart, but from the customer’s — not so much. (Related: A tour flight cancellation dilemma: Who owes me $1,387? Does anyone?)
Nice work on the self-advocacy. You contacted the Lufthansa executive contacts I list on my consumer advocacy site, Elliott.org. It’s a shame they didn’t respond. They could have helped a customer in need and avoided a story in a nationally-syndicated column.
I contacted Lufthansa on your behalf. A few days later, you heard back from the airline.
“Lufthansa refunded the money for the canceled business seats,” you reported. It took the carrier six months to do so, and I have to think that your contact prompted Lufthansa to finally issue the refund. Thanks so much for your assistance.”
How to get your downgrade refund
A guide to recovering your money after an airline downgrade
Identify the problem
You were downgraded from your purchased class of service. The airline promised a refund for the difference, but months have passed with no payment.
Know your rights
An airline’s contract of carriage and government regulations state that you are entitled to a refund for a service you paid for but did not receive. A downgrade is a clear-cut case.
Take these actions
- Document the downgrade and the refund promise.
- Follow up regularly via phone and email.
- Give the airline a reasonable deadline (e.g., 14 days).
- Keep a meticulous paper trail of all interactions.
Escalate if necessary
If the airline continues to delay, send a brief, polite email to the company’s executive contacts. This often breaks through the customer service gridlock.
Reach the goal
By escalating your case politely and persistently, you can prompt the airline to finally process the downgrade refund it owes you.
Key takeaways
Check the contract
Your rights are clearly defined in the airline’s terms.
Escalate smartly
A polite email to an executive is often the fastest solution.
Be persistent
Don’t let delays discourage you. Follow up consistently.
Patience has limits
Two weeks is a reasonable wait. Five months is not.
Stuck in a holding pattern?
When customer service leaves you waiting on the tarmac, it’s time to contact the executives. We have the direct contacts to get your case cleared for takeoff. Get the Lufthansa executive contacts
What you’re saying
Lufthansa’s five-month refund delay was not a surprise to many of you. You shared similar stories of long waits and unresponsive customer service, concluding that such delays are a deliberate corporate strategy. Your proposed solutions ranged from financial penalties to legal action.
Charge them interest
Many readers, like LiLi, argued that the only way to stop airlines from holding onto customer funds is to impose penalties. You suggested charging interest or escalating fines for every week a refund is delayed, ensuring companies have a financial incentive to pay up quickly.
It’s a feature, not a bug
Several of you, including Natalja and Björn Jackson, shared experiences that confirm these long delays are standard practice, not isolated incidents. You believe airlines deliberately stonewall customers, hoping they’ll eventually give up.
When all else fails, sue
Top commenter LFH0 noted that sometimes the only way to get a company’s attention is to take legal action. Filing a claim in small claims court, they argued, can often force a quick settlement when all other methods have failed.