Lufthansa finally contacted me concerning my extended flight delay in June. Unsurprisingly, the issue remains unresolved.
If you missed out on the details of my issue with Lufthansa, I’ll briefly summarize:
- Itinerary: Milan – Frankfurt – Munich – Los Angeles
- Milan to Frankfurt flight delayed by two hours
- Frankfurt to Munich flight delay (due to crew scheduling) forces misconnection in Munich and returning home 24+ hours later
- EU261/2004 compensation requested due to Munich to Frankfurt delay and delayed arrival into Los Angeles
- Lufthansa rejects compensation on the basis that Milan to Frankfurt delay was not long enough and that subsequent delay did not matter
- Back-and-forth ensued with Lufthansa insisting that Frankfurt to Munich delay did not matter because it was not the “first delay” on the itinerary
Click here for all the details.
After getting absolutely nowhere with U.S. Customer relations, I sent a note to the office of CEO Carsten Spohr. I initially heard nothing, but after multiple follow-ups I finally received the following email:
Dear Mr. Klint,
We wish to extend our apologies that your flight LH 100 on 22 June from Frankfurt to Munich was affected by a flight as well. We have taken the opportunity to review your request.
Due to the exceptional circumstances which caused the delay of LH 100 and without acknowledging liability, in this case we decided to offer you the compensation regulated by law.
A payment in the amount of 578 USD (equal 500 EUR / 250 EUR per Person) has today been transferred into your bank account. Since the transaction is organized and processed by our accounting department please allow up to two weeks for the payment to clear. Thank you in advance for your patience in this respect.
We hope that our solution meets your expectations and we would be pleased to welcome you as well as [your colleague] on board a Lufthansa flight again in the near future in spite of this unfortunate experience.
Lufthansa [agent named redacted]
Essentially, Lufthansa is not admitting to liability and trying to buy us off for 250EUR/each. I’m not sure why a late-arriving crew constitutes “exceptional circumstances” but this attempt from Lufthansa to shut me up will not work.
I’m thankful for the $578: it is a nice downpayment on the 600EUR each + expenses we are owed for the extended delay.
I wonder if this is how Lufthansa usually does it? Complain enough and they will throw some money at you, hoping you will go away.
I’m writing back to Lufthansa and will keep you updated on what transpires.