Lufthansa cancels thousands of flights: How travelers get their money back

Created: 07/27/2022, 10:33 am

By: Sandra Kathe

Chaos at German airports: Lufthansa canceled all flights on Wednesday (July 27).

Travelers whose flight is canceled have these rights. 

Frankfurt – The number of travelers at Frankfurt Airport in June rose to a record level since the beginning of the Corona crisis, and yet the bad news is increasing at Germany's most important airports before the peak travel season.

Airlines, especially Lufthansa, which is popular with German air travelers, are canceling flights in droves, and lost luggage has been piling up on the luggage belts for weeks.

According to operating companies and airlines, the situation at the airports is due to a massive shortage of staff as a result of the corona pandemic, which has forced airport operators and air traffic to downsize and introduce short-time work.

Not only is there a shortage of employees at airlines, boarding and disembarking passengers, security checks and baggage handling also take significantly longer.

On Wednesday (July 27), Lufthansa has to cancel almost all flights at the Frankfurt and Munich hubs due to a warning strike by its ground staff.

Around 134,000 passengers are affected.

Travel and chaos at airports: The passenger rights regulation regulates the details

The good news for travellers: According to consumer protection, a lack of staff, in contrast to storms, does not fall under the justification of "force majeure", so that, according to Hamburg consumer advocate Julia Rehberg, a refund is due in most cases.

Alternatively, travelers can also insist on an alternative connection, which the airline can provide not only through its own flights, but also, if possible, through train connections or flights from other providers, explains Rehberg in an interview with NDR.

Even in the event of a strike, affected passengers have a right to replacement flights and, if necessary, compensation payments, according to the consumer advice center.

Rehberg explains that in the case of a trip that takes place two weeks before the start of the trip, the statutory Air Passenger Rights Ordinance clearly defines what travelers can demand from the airline.

However, according to Rehberg, travelers whose planned vacation is a long time in the future also have good chances of alternative transport: "In our opinion as a consumer advice center, it cannot be the case that an airline concludes a contract with a customer and afterwards says: No, do that not me."

Lufthansa aircraft remain on the ground today.

© Soeren Stache/dpa-Zentralbild/dpa

Consumer protection for canceled flights: travelers usually get money back

According to consumer advocate Rehberg, there is always the option to reclaim money for a canceled flight.

It becomes more complicated for travelers who demand follow-up costs from the airline, for example for a replacement flight they have booked themselves or an overnight stay in a hotel: In most cases, the airline has to reimburse them in principle - according to the assessment of consumer protection - but can also contest individual items .

Because: Passengers would then have an obligation to “keep the damage as low as possible”.

Rehberg explains in the NDR interview: "If, for example, a flight that goes on the same day and costs less than the follow-up costs that arise if I don't fly at all, then I would have to decide on the flight.

In addition, liability for consequential damage can be limited to grossly negligent behavior by means of general terms and conditions.” If a flight is canceled or delayed due to a strike, those affected can use the “Flugärger” app from the consumer advice center to calculate how much money they will get back.

Problems at German airports: Get money back if there are delays

Due to the current situation, problematic situations are not only threatening customers whose flights have been cancelled.

Even people who are at the airport on time can miss their flight on particularly crowded days, for example because they did not get through the security check in time.

For this it is necessary to document that you arrived at the airport in good time, at least two and a half hours before the planned departure, and that long queues at check-in or security caused delays, for example with photos.

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In such cases, it may be worth speaking to local staff and drawing attention to their situation to ensure that you can still get the plane on time.

According to the assessment of consumer protection in Lower Saxony, travelers are only entitled to compensation from the airport operator or even the state if this is also proven to be unsuccessful.

With around 5 million passengers in June 2022, Frankfurt Airport recently reported a record volume since the beginning of the corona pandemic and an increase of 180 percent compared to the same month last year.

Munich Airport, where Lufthansa and its subsidiaries have also canceled a number of flights, even reports that around 13 million passengers were counted in the first half of 2022, more than in the whole of 2021. That would correspond to a fivefold increase in the numbers the first half of 2021. (ska)