Coronavirus - Information regarding customer service
Updated 12.8.2020
Miles & More intends to play a responsible and supportive role with regard to its members in this unusual situation. To that end we have put together some relevant information about rebooking and cancellation.
Rebooking or cancellation
In case of rebooking or cancellation, please contact our service center by phone. We are not able to process your rebooking or cancellation by e-mail. The current goodwill regulations of the airlines also apply to Miles & More award tickets. Please have your ticket number or booking code ready.
If your flight has been cancelled, it is sufficient to contact us latest by 31 January 2021.
Rebooking
The following applies currently for rebooking of cancelled or existing flights: you can rebook this ticket once free of charge to a new flight. Latest start of travel is 31 December 2021. All Lufthansa Group Airlines can be used.
If you have a Miles & More award ticket that meets the following requirements:
1.1. Ticket numbers starting with 220 and flights operated by Austrian Airlines (OS), Lufthansa (LH), Swiss (LX), Eurowings (EW), Germanwings (4U), Brussels Airlines (SN), Air Dolomiti (EN), Edelweiss Air (WK), Croatia Airlines (OU), Luxair (LG) or LOT Polish Airlines (LO)
or
1.2. Ticket numbers starting with 080 and flights operated by Lufthansa (LH) or LOT Polish Airlines (LO)
2. issued before / until 31.08.2020
3. original date of travel: until 30.04.2021
This is also possible for reduced Fly & Save offers (Mileage Bargain, Fly Smart Award, Early Bird Award).
Taxes, fees and airline surcharges will be recalculated when rebooking and, if necessary, the difference debited or refunded. All Lufthansa Group Airlines can be used.
Rebookings for operating flights must be made before the original flight date and for cancelled flights latest by 31.01.2021.
Cancellation
In case of cancellations, a distinction is made between whether a ticket was booked for a regular or a reduced flight award and whether the flight was cancelled by the airline.
Flight cancelled
| Regular Flight Award |
Fly & Save Award (e.g. Mileage Bargain) |
|
|---|---|---|
| Ticket unused | full refund possible |
full refund possible |
| Ticket partly used |
partial refund possible | partial refund possible |
Flight not cancelled
| Regular Flight Award | Fly & Save Award (e.g. Mileage Bargain) | |
|---|---|---|
| Ticket unused | refund with a cancellation fee of 50,-EUR | no refund, but rebooking possible |
| Ticket partly used | no refund, but rebooking possible | no refund, but rebooking possible |