A passenger shared their upsetting experience with Lufthansa after being denied a refund for seat upgrades, even under compassionate circumstances. The issue has sparked questions about fairness in airline refund policies and how they treat customers during emergencies.
Trip Booked Through United Vacations
The couple booked their tickets from JFK to Poland through United Vacations, with Lufthansa operating the flight. They later paid extra to upgrade their seats for more comfort during the long journey.
Emergency Leads to Trip Postponement
Before the trip, the passenger’s wife had to undergo emergency surgery. Her doctor advised her not to travel for at least six weeks. As a result, the couple postponed their plans and received a flight credit from United Airlines, valid for one year.
Refund Request Denied by Lufthansa
Later, when they decided to travel to Brussels instead of Poland, they requested Lufthansa to refund the previously purchased seat upgrades. However, Lufthansa denied the request, saying the passengers had voluntarily changed their destination, which voided the upgrade fees.
Passenger Alleges Unfair Policy
The passenger pointed out that their original flight had already departed and Lufthansa had likely resold the same upgraded seats. They described the policy as unfair and exploitative, claiming it reflects an opportunistic approach to customer service.
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