Lufthansa bookings: changes, cancellations and refunds with Touriyo

The date or time of a flight can be changed online for one or more passengers under 'Manage booking' (Help Center topic 'Rebook a flight'); to change the flight route Lufthansa says to use the Chat Assistant 'Elisa'. Tickets bought through a travel agency or third-party portal: contact them directly. For name corrections see name_correction.

Cancel and request the refund online under 'My bookings' (a 'Cancel/refund' button appears on any booking that can be cancelled) or with the Chat Assistant 'Elisa', up to 2 hours before the beginning of the journey. The refund of the airfare follows the fare conditions of the ticket and goes to the original payment method: unused ticket - the price including all taxes and fees; partly used - the unused portion pro rata. If you bought on lufthansa.com or at a Lufthansa Office the refund is made automatically after the cancellation. If self-service does not work and the Service Center did not solve it, an alternative refund form exists. If Lufthansa cancels or significantly changes the flight (departure 3 h earlier or arrival 3 h later on domestic itineraries, 6 h on international ones; different airport; more connections; downgrade) and Lufthansa is the merchant of record, it refunds the airfare, taxes and ancillary fees automatically when you reject the alternative or any voucher or credit, or do not respond. Tickets bought through a travel agency or any other third-party portal: 'please get in touch with them'. Two Lufthansa pages differ on partial cancellations: the cancellations-and-refunds page says you can choose which passengers to cancel (the booking is then split), the Help Center says 'you can only cancel entire bookings'. Refund timing (US Customer Service Plan): within 7 days for credit-card purchases and 20 days for purchases by cash or check.

Refundable tickets: Refundability depends on the fare conditions of the ticket: 'You can find out whether your ticket is refundable, and under which conditions, in your booking confirmation email under the item "Fare conditions"'.

Credits and vouchers: No voucher-in-lieu rules published beyond the refund page's statement that vouchers, credits or other compensation may be offered instead of a refund for a cancelled or significantly changed flight and that the passenger may reject them and receive the refund.

US Customer Service Plan (written for international flights covered by US DOT rules): a reservation made directly with Lufthansa - telephone reservation center or online channels (lufthansa.com, weflyhome.com, generationfly.com) - can be cancelled without penalty up to 24 hours after it is made if it was made seven days or more before departure; a telephone reservation can alternatively be held without payment for up to 24 hours. No 24-hour rule was checked on the Colombia, Mexico, Spain, UK or India pages.

Carry-on: Short/medium-haul: Economy Basic = 1 personal item (40 x 30 x 15 cm) only; Economy Light, Comfort, Comfort Green and Flex = personal item + 1 carry-on (max 8 kg, 55 x 40 x 23 cm); Business Comfort, Comfort Green and Flex = personal item + 2 carry-ons (8 kg each). Long-haul: Economy and Premium Economy = personal item + 1 carry-on; Business and First = personal item + 2 carry-ons. From the USA the TSA allows one carry-on plus one personal item through security (extra carry-ons must be checked before the checkpoint); on certain regional flights (for example flights from India and the USA) Business and First passengers must also check in the second carry-on. HON Circle, Senator and Star Alliance Gold members on Economy Basic (short/medium-haul) may take one carry-on free. Economy Basic: one carry-on (up to 8 kg) per route can be bought online or through the Service Center, not at the airport.

Checked bags: Free checked baggage, 'Free baggage on flights within Europe according to travel class' (Europe as defined by IATA; includes Spain and the United Kingdom): Economy Basic none; Economy Light none; Economy Comfort, Comfort Green and Flex 1 x 23 kg; Business Comfort and Comfort Green 1 x 32 kg; Business Flex 2 x 32 kg. 'Free baggage for intercontinental flights according to travel class': Economy Light none; Economy Class 1 x 23 kg; Premium Economy Light 1 x 23 kg; Premium Economy Class 2 x 23 kg; Business Light 1 x 32 kg; Business Class 2 x 32 kg; First Class 3 x 32 kg. Maximum size per piece 158 cm (width + height + depth); above that, or above 23 kg (up to 32 kg in Economy and Premium Economy), a piece is excess baggage (up to 292 cm in total); pieces over 32 kg are not accepted as baggage (air freight). Babies (0-2 years) get one item up to 23 kg and 158 cm, except on Economy Basic (short/medium-haul) and Economy Light. Miles & More HON Circle, Senator and Star Alliance Gold: on intercontinental flights one free piece on Economy Light and a second on Premium Economy Light and Business Light (registered at the check-in counter). On trips with several airlines the baggage rules of the airline flying the most significant route, under whose flight number it was booked, apply; for trips to/from/via the USA or Canada the airline listed first on the ticket usually sets the rules.

Fees: Flat rates, charged in the currency of the departure airport (local airport taxes may be added). (1) Excess baggage per piece, overweight OR oversized (over 23 kg up to 32 kg, or over 158 cm) / overweight AND oversized: Within Germany EUR 40 CHF 45 USD 50 CAD 60 / EUR 80 CHF 90 USD 95 CAD 120; Europe EUR 50 CHF 60 USD 65 CAD 75 / EUR 100 CHF 115 USD 125 CAD 150; Levant and North Africa EUR 75 CHF 85 USD 90 CAD 110 / EUR 150 CHF 170 USD 180 CAD 220; Short-haul Intercontinental EUR 100 CHF 115 USD 120 CAD 150 / EUR 200 CHF 230 USD 240 CAD 300; Medium-haul Intercontinental EUR 120 CHF 140 USD 145 CAD 180 / EUR 240 CHF 275 USD 285 CAD 360; Long-haul Intercontinental EUR 150 CHF 170 USD 175 CAD 220 / EUR 300 CHF 345 USD 350 CAD 440. (2) First checked bag at a discount on a Basic fare (short/medium-haul) or a Light fare, per direction and bag, on lufthansa.com / at check-in: Within Germany EUR 20-35 CHF 25-40 USD 30-45 / EUR 55 CHF 60 USD 70; Europe EUR 35-50 CHF 40-55 USD 45-60 / EUR 65 CHF 70 USD 80; Intercontinental (USA/Canada) EUR 80 CHF 90 USD 90 CAD 90 / the same; other Intercontinental EUR 70-85 CHF 80-95 USD 85-100 / EUR 105 CHF 115 USD 120. (3) Additional bag booked online, Economy and Premium Economy (standard bag up to 23 kg and 158 cm | overweight OR oversized | overweight AND oversized): Europe EUR 65-80 CHF 75-90 USD 80-95 CAD 95-110 | EUR 130-135 CHF 150-155 USD 155-160 CAD 195-200 | EUR 180-185 CHF 205-210 USD 210-215 CAD 270-280; Short-haul intercontinental EUR 120-140 CHF 140-160 USD 145-165 CAD 180-200 | EUR 250-255 CHF 285-290 USD 290-295 CAD 375-380 | EUR 350-355 CHF 400-405 USD 405-410 CAD 525-530; Medium-haul intercontinental EUR 160-180 CHF 185-205 USD 190-210 CAD 240-265 | EUR 320-325 CHF 370-375 USD 375-380 CAD 480-485 | EUR 440-445 CHF 505-510 USD 510-515 CAD 660-665; Long-haul intercontinental EUR 200-220 CHF 230-250 USD 235-255 CAD 300-325 | EUR 400-405 CHF 460-465 USD 465-470 CAD 600-605 | EUR 550-555 CHF 635-640 USD 640-645 CAD 825-830. (4) The same additional bag at the check-in desk, Economy and Premium Economy: Europe EUR 90 CHF 100 USD 105 CAD 130 | EUR 150 CHF 170 USD 175 CAD 215 | EUR 200 CHF 225 USD 230 CAD 290; Short-haul intercontinental EUR 160 CHF 180 USD 185 CAD 235 | EUR 270 CHF 305 USD 310 CAD 395 | EUR 370 CHF 420 USD 425 CAD 545; Medium-haul intercontinental EUR 210 CHF 240 USD 245 CAD 310 | EUR 340 CHF 390 USD 395 CAD 500 | EUR 460 CHF 525 USD 530 CAD 680; Long-haul intercontinental EUR 260 CHF 295 USD 300 CAD 385 | EUR 420 CHF 480 USD 485 CAD 620 | EUR 570 CHF 655 USD 660 CAD 845. The Within Germany and Levant/North Africa rows and the separate Business/First online and desk tables are on the page. The page does not say which routes count as short-, medium- or long-haul intercontinental. (5) Discounted second bag (23 kg, 158 cm) on some intercontinental Economy routes, between USA / Canada / Mexico / Central America and worldwide: on lufthansa.com EUR 110 CHF 120 USD 120 CAD 120, at check-in EUR 120 CHF 130 USD 130 CAD 130. (6) A carry-on that does not comply and is taken to the hold at check-in or the gate: fee by route from EUR 60 / CHF 60 / USD 75 to EUR 110 / CHF 110 / USD 125, credit card only.

Help Center topic 'Name change after booking': 'Contact our Service Center to request a name correction on your booking. Please note that only minor corrections can be done, such as fixing misspellings.' (the number shown with it is the market's main Service Center line, e.g. +18006453880 in the US).

Group = at least 10 passengers (over 2 years old) travelling together on the same flight (children under 12 only with adults); request a personalised non-binding offer by e-mail at least 28 days before travel (processing up to seven days); payment within seven days of booking; names due 14 days before departure (otherwise the booking is cancelled); tickets issued 14 days before departure; 20% of the group can be cancelled free until ticketing as long as 10 remain; no changes to dates, origin/destination or cabin. The online request is only for groups with a billing address in Austria, Belgium, Germany, Liechtenstein or Switzerland and departures from airports in Germany, Austria, Switzerland and Belgium; for other countries Lufthansa says to contact a travel agency you trust. The form was not submitted.

Delays of 2 h (up to 1,500 km), 3 h (1,500-3,500 km and intra-EU over 1,500 km) or 4 h (over 3,500 km) entitle you to care: meals and refreshments, hotel with transport if needed, two short calls/emails. Delay over 5 h: refund within seven days of the unused part (or the whole ticket if the trip lost its purpose) and a return flight. Arrival delayed over 3 h, cancellation or denied boarding: compensation EUR 250 (up to 1,500 km), EUR 400 (1,500-3,500 km and intra-EU over 1,500 km) or EUR 600 (over 3,500 km); 50% (125/200/300) if the alternative flight arrives within 2/3/4 h; none for extraordinary circumstances (weather, political instability, strikes, security risks, unexpected flight-safety shortcomings). Downgrade: 30/50/75% of the segment price within seven days. US tickets: DOT refund rules may also apply.

Lufthansa sells these fare families, each with its own change, refund and baggage rules:

• Economy Basic
• Economy Light
• Economy Comfort
• Economy Comfort Green
• Economy Flex
• Business Comfort
• Business Comfort Green
• Business Flex
• Economy Class (intercontinental)
• Premium Economy Light
• Premium Economy Class
• Business Light
• Business Class
• First Class

Lufthansa's loyalty program is Miles & More. Miles and status are managed with Lufthansa, not with Touriyo.

The refund page follows the US DOT automatic-refund definitions (significant change = 3 h domestic / 6 h international).

Lufthansa states on its refund page: tickets purchased through a travel agency or third-party portal must be handled with them directly; they assist based on the fare and refund conditions that applied at booking. The help center's rebooking flow asks for a booking code; the 'For travel agents' page points agencies to the eXperts portal and Book-a-Group.