Cancelled flight - no refund in sight (Lufthansa)

[MrsDuskTilldawn]

Not sure this is the right place (never actually started a thread before, only ever replied 🤦🏻‍♀️), but I was wondering if the MN hive mind knows something I might have missed.

We went to the homeland (Germany) in August. Lufthansa cancelled our connecting flight from Munich to Stuttgart on the morning we were travelling. We ended up hiring a car as the train journey would have been horrendous with three of us, tons of luggage and it being well over 30 degrees.

We were told refunds were automatic within seven to fourteen days. It’s been four weeks - nothing.

We were told to fill in a feedback form. Did the day after our flights. Automated reply. Since then - nothing.

Filled in refund request - nothing.

Emailed their customer relations team after the customer service person refused to let me speak to a manager and told me they had no complaints team - the email address was provided by this lady - and I worded it as a formal complaint asking for acknowledgment of receipt - nothing.

As this is a partial refund I’ve no idea how much to claim if I went for a chargeback or section 75 even as it was paid for by credit card.

I’ve even looked at those no win no fee claim companies - but they all refer to compensation, they don’t help get a refund.
I think after the hassle I really deserve both! 🤣

Any ideas how I can get my refund?

Not an expert but as it was cancelled at such notice, you should be entitled to compensation as well as a refund. Take a look at Martin Lewis's moneysavingexpert pages, there are templates there and information on who to contact.

I had to do this in the early summer, with a different airline. The cancellation money was quick (less than two weeks), the compensation took longer but I have had notification that it will be paid next week.

Don't pay anyone to look into this for you, there are lots of online companies that will do so, but it really is quite simple to do it yourself.

Almost 2 years ago Lufthansa cancelled our flight from Manchester to Munich and offered us via Frankfurt instead, ok we could deal with that.
They then cancelled that and wanted us to go via Lisbon. Thats the short version but we spent literally hours on the phone and had a LOT of stress
We ended up going to Salzburg with Easyjet and getting the train.
The whole debacle cost us around £800 with lost hotel nights etc and after a year of battling Lufthansa we accepted 250e. We tried the app, website, customer service desk at Munich and even a letter to HQ in Munich and couldn't get anywhere

That’s shocking! 😮

My friend had similar with Lufthansa and refunded quickly doing the following

Go to Help and contact

Flight cancelled or postponed

Click on Check compensation claim after flight disruption

Application for compensation and reimbursement of costs in the event of flight disruptions
If your Lufthansa flight was delayed by at least three hours on arrival, was cancelled or if you missed a connecting flight, you can use this form to check whether you are entitled to compensation under Art. 7 EU Regulation 261/2004.

We have had to do this with various airlines. Remember you are claiming compensation not just looking for a refund. You are entitled to compensation for each traveller.. the amount depends on the distance. I have just received £1100 for 3 adults as flight from Portugal was cancelled.