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IT failure at Lufthansa: stranded passengers now have these rights

2023-02-15T13:17:56.807Z


Lufthansa canceled all domestic German flights on Wednesday. The reason is an IT system failure that paralyzed operations, especially at Frankfurt Airport. What rights do those affected have now?


Lufthansa canceled all domestic German flights on Wednesday.

The reason is an IT system failure that paralyzed operations, especially at Frankfurt Airport.

What rights do those affected have now?

Frankfurt – A global computer glitch at Lufthansa completely paralyzed the airline on Wednesday.

All domestic German flights have been canceled for Wednesday.

Chaos reigns at the airports: Check-in is not possible, luggage cannot be assigned, the boarding systems are down.

Anyone who is now stranded at the airport must have many questions: What rights do passengers have in this case?

Does Lufthansa pay compensation?

Who can I report to?

Here is an overview of passenger rights.

IT failure at Lufthansa: These are the most important hotlines and links

According to the airline, the breakdown primarily affects the airports in Frankfurt and Munich.

Other locations are likely to be less affected.

Lufthansa advises passengers whose flight is affected by the cancellation not to go to the airport.

Those affected should use the Lufthansa chatbot to rebook.

The chatbot can be found here.

If you call it up, the following error message appears: "I'm sorry, due to an IT failure, many of the Lufthansa Group's IT systems are currently not working.

Unfortunately, this also affects the rebooking functionality in the chat assistant.” On Twitter, Lufthansa asks all passengers to book a train ticket themselves, the costs will be reimbursed later.

We are working flat out on a solution.

Until then, we ask all affected guests flying on LH domestic flights within Germany to book a train ticket and apply for a refund on https://t.co/DhTQMMDy5I.

More information: https://t.co/8xHHUxERFz

— Deutsche Lufthansa (@Lufthansa_DE) February 15, 2023

If the flight was cancelled, there is a form on the Lufthansa website that passengers can fill out to claim compensation payments.

There is also a Lufthansa hotline that can be reached on 069 86 799 799.

IT chaos at Lufthansa: What rights do passengers have?

Air passenger rights in the EU are regulated by the 2005 Air Passenger Rights Regulation.

It defines under which circumstances which claims exist.

In the specific case of the Lufthansa breakdown, passenger rights apply to delays and cancellations.

If the flight is delayed, passengers have the following rights:

delay

< 1,500 km

> 1500 km

from 2 hours

Right to food, drinks, transfers or overnight stays, if applicable

from 3 hours

+ 250 euros compensation payment

Right to food, drinks, if necessary transfers or overnight stays + up to 400 euros in compensation payments

from 5 hours

Full refund of airfare or free flight back to origin

Full refund of airfare or free flight back to origin

In the event of cancellation, passengers have the following rights:

  • < 1,500 km: 250 euros compensation payment (for alternative flight)

  • > 1,500 km: 400 euros compensation payment (for alternative flight)

  • Full refund of airfare if travel is canceled

  • Other transport to the destination (other flight, train, bus, rental car)

  • Support services: food, drinks, accommodation if necessary

Passengers are not entitled to these services if the cancellation or delay is due to extraordinary circumstances.

This applies to circumstances for which the airline is not responsible, such as bad weather, strikes by third parties or emergency landings.

It is currently not possible to say with certainty whether Lufthansa's IT breakdown is such an "extraordinary circumstance".

According to the airline, the problems were caused by construction work nearby.

Lufthansa would not be responsible for that.

However, it would be conceivable that Lufthansa would still take care of its passengers.

IT failure at Lufthansa: what to do if your luggage is lost?

Numerous systems are affected by Lufthansa's current breakdown, including baggage claim.

Here, too, passengers have defined rights.

If the baggage is delayed, passengers will be compensated for the time they went without the baggage.

Compensation is limited to EUR 1,600 per person and depends on the length of the delay.

So if the luggage is only missing for 24 hours, then usually only drugstore items and spare clothes for the day are reimbursed.

As soon as the luggage turns up, the airline must organize transport to the accommodation or home.

+

Lufthansa is currently struggling with a serious error in its computer system.

© Soeren Stache/dpa

IT glitch at Lufthansa: What rights do passengers have when they arrive at the wrong airport?

All flights are currently being diverted from Frankfurt Airport.

This means that some passengers arrive at a completely different location than planned.

Here, too, those affected have rights: the airline must ensure that all passengers arrive at the original point of arrival.

If the passenger decides to organize alternative transportation independently, they should keep all receipts and invoice the airline later.

If you arrive later than planned, you have the entitlements listed above that apply in the event of a delay.

List of rubrics: © Soeren Stache/dpa

Source: merkur

All news articles on 2023-02-15

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