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Richard K.

New Zealand

I spent months trying to get compensation from Lufthansa when my family and I were refused boarding to our connecting flight to Los Angeles from Frankfurt, only to be told continually that the cause of the problem was 'exceptional circumstances' so not their fault. Despite my best efforts I could not speak to anyone outside of the call centre staff in Manilla, who had no authority to resolve my issue and would simply hang up on me if they didn't agree with what I was saying. Email after email asking for a senior person from Lufthansa to phone me so that we could talk were simply ignored, with every request simply met with their stock standard answer of 'we have closed your case and you are not entitled to compensation for your 9 hour delay'. Not willing to give up I contacted ClaimAir and gave them the details of my case and was pleased to see that they agreed with my belief that I was entitled to compensation under EU Law. As soon as ClaimAir became involved Lufthansa changed their story completely and within days they had agreed to pay out the 2,400 Euro compensation that they owed me. From start to finish it took only 16 days for me to see the money in my bank account! I wish I had got ClaimAir involved sooner! They communicated regularly and I cannot fault their service. Thank you!

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