Downgraded on a Lufthansa flight — where’s my refund?

DEAR TRAVEL TROUBLESHOOTER: Last year, our return flight from Prague, Czech Republic, to Denver was canceled because of a Lufthansa strike. My husband and I had upgraded to business class for this flight, but we could not get into business class when we were rebooked on a United flight the next day.

At the time, a Lufthansa representative told me that they would refund $678 to our account and assured me that he had already submitted the refund request. I have communicated with Lufthansa several times since then, both by phone and by email. Following your advice, I eventually emailed two Lufthansa executives, but we did not receive a refund.

Because this refund seems so simple, I’m surprised by the long delay — and even more by the lack of response — from Lufthansa. I have received only two emails from Lufthansa: one requesting information and the other asking for our patience. I have granted them patience; now, they need to refund the $678.

Can you convince Lufthansa to refund our money?

— Ellen LaGow, Boulder, Colorado

ANSWER: Lufthansa should have refunded your upgrades promptly. By the time you contacted me for help, you had been waiting five months for a refund. That’s way too long. Refunds should take no more than two weeks to process.

You were flying from Prague, Czech Republic, to Frankfurt, Germany, and then continuing on to Denver. The Frankfurt-to-Denver flight is almost 11 hours and definitely worth getting an upgrade to business class, if you can afford it. In addition, $678 is a bargain for a business-class upgrade.

The Lufthansa pilot strike, which lasted for several days in early September, was temporarily resolved shortly after your trip. The pilots have reportedly agreed to no further strikes until this summer, which does not bode well for anyone flying to Europe this summer.

Lufthansa rescheduled you on a United flight, but as you note, business class was not available. When that happens, the rules are clear. Lufthansa’s general terms and conditions — the legal agreement between you and the airline — says that you should get a refund for your seat reservations. Most other airline contracts specifically say that if you get bumped from first class to economy, you’ll get your money back. Lufthansa also promised you a refund.

So, what was with the wait? The strike may have had something to do with it. Lufthansa scrambled to rebook so many of its passengers that your refund request may have gotten lost in the shuffle. But five months? Lufthansa did not offer an explanation when I asked about your case. From the airline’s perspective, that might seem smart, but from the customer’s — not so much.