In 2020, Lufthansa Group airlines have so far reimbursed over € 3 billion to a total of over 7 million customers (statistics presented on 30 September 2020).
And this is not all. There are currently requests for reimbursement for 700.000 transactions, all worth 350 million EURO.
The constant change in travel restrictions and current political decisions obliges Lufthansa to make frequent and extensive changes to its flight schedules in the short term. This leads to inevitable flight cancellations. The associated refund requests are processed as soon as possible, but will not reach zero.
Lufthansa Group companies work continuously and intensively to speed up the processing of refund requests. To this end, they have initiated many different measures. For example, capacity in customer centers has tripled. Numerous employees from other departments have been activated to provide assistance to passengers. Currently, approximately 1.700 requests per hour can be processed.
Customers can also flexibly schedule their travel plans. All Lufthansa, SWISS, Austrian Airlines and Brussels Airlines flights can be rescheduled whenever required, at no extra charge. This applies to all new bookings made on short, medium and long distance routes.