Understand your customer's options for flights booked with Austrian, Lufthansa, Swiss and Brussels Airlines
This policy was updated on 21st May 2020.
My customer's flight hasn't been cancelled
The options depend on when the customer made their booking:
Booking made on or before 15th May 2020
Rebook with no change fee
The customer can rebook with no change fee, providing that their flight is scheduled on or before 31st December 2021 and their flight has a flight number from one of the following airlines:
- Austrian (
OS
) - Lufthansa (
LH
) - Swiss (
LX
) - Brussels AIrlines (
SN
) - Eurowings (
EW
) - Edelweiss (
WK
) - Germanwings (
4U
) - Air Dolomiti (
EN
)
They don't have to choose their flights right now - this option is available, as long as they rebook on or before 31st January 2021.
The passenger can change their route and cabin class, and isn't required to fly with the same Lufthansa Group airline as they were originally.
They will have to pay any difference in the fare and taxes between their old flights and their new flights.
If the passenger rebooks on or before 31 August 2020, and the new flights depart on or before 31st December 2020, Lufthansa Group will provide a 50 EUR/50 USD/50 CHF discount if the new flights are more expensive than the old ones.
If the passenger rebooks after 31st August 2020 or wants to travel after 31st December 2020, they can do, but they will not receive any discount.
To rebook, email help@duffel.com with the Duffel order ID or booking reference, and the customer's new choice of dates and flights. You can use the Duffel dashboard to check the prices for the new flights.
Request a voucher
If the customer booked before 19th April 2020 and their flight is scheduled to depart on or before 31st December 2020, they can request a voucher with a 50 EUR bonus.
The voucher must be used by 31st August 2020 by calling the Lufthansa Service Centre. Its full value must be used in a single purchase.
We would not recommend requesting a voucher if the price you received from Duffel is in a different currency to the price the customer paid (for example, Duffel sold you a flight in GBP, and you charged your customer in EUR). In this case, the voucher will be in GBP, and this might lead to a bad experience for the customer.
To request a voucher, email help@duffel.com with the Duffel order ID or booking reference
Booking made on or after 16th May 2020
The customer can rebook with no change fee, providing that their flight is scheduled on or before 30th April 2021 and their flight has a flight number from one of the following airlines:
- Austrian (
OS
) - Lufthansa (
LH
) - Swiss (
LX
) - Brussels AIrlines (
SN
) - Eurowings (
EW
) - Edelweiss (
WK
) - Germanwings (
4U
) - Air Dolomiti (
EN
)
The passenger must start their trip on or before 31st December 2021.
The passenger can change their route and cabin class, and isn't required to fly with the same Lufthansa Group airline as they were originally.
They will have to pay any difference in the fare and taxes between their old flights and their new flights.
My customer's flight has been cancelled
For flights that have been cancelled, even if the airline offered alternative flights, the customer can:
Request a full refund
These refunds are currently being processed manually by Lufthansa Group, so there may be a long delay.
To request a refund, email help@duffel.com with the Duffel order ID or booking reference.
Rebook on alternative flights completely free of charge
The customer can rebook onto alternative flights operated by a Lufthansa Group airline within 3 days of the original date.
There may be alternative options, including flights with Lufthansa Group's partners like Air Canada and United.
To rebook with a Lufthansa Group airline or explore alternative options, email help@duffel.com with the Duffel order ID or booking reference.
Rebook with no change fee
The option described above for flights that are still running is also available if your flight is cancelled.
It may give you more flexibility on dates and routes, but the customer will have to pay for any difference in the fare and taxes (although they may get a 50 EUR bonus to help with that)