Refund for Cancelled Ticket

[yellowplum]

I purchased a return ticket from LCA to LON in October 2019, the return date to LCA was set as June 2020. 

However Lufthansa cancelled the flight due to the pandemic. 

 

They did not allow me to partake in the voucher programme however they did issue me with correspondence stating they cancelled the flight and that I would be refunded.

 

Needless to say that I was not, so I complained and complained and was ignored.

I passed the matter to SOP the German arbitration agency that I was informed I had to complain through. 

SOP wrote back to me informing me that Lufthansa had agreed without claim that they would refund the ticket half that was unused some €265. 

 

I received a token refund of the taxes by Lufthansa but not the price of the ticket subsequently I have been ignored by SOP and Lufthansa. 

I then filed a chargeback/dispute with AMEX who took over a month and stated that Lufthansa's terms and conditions meant that they did not have to refund the ticket.  

 

However the airline cancelled the ticket.

 

I am somewhat at a loss how to proceed at this point, I was very surprised with the response from Amex over the dispute (although I haven't received the letter yet).  I have formally complained to Amex this evening.  

 

How do I enforce the arbitration award?  Can I continue to complain against Amex and ultimately the Ombudsman? 

[yellowplum]

Lufthansa originally offered everyone a voucher and the ability to rebook any flight anywhere pay the difference no fees to change anything.  When I phoned to do this they told me that I had used half the ticket and they didn't know what to do.  I was told that I couldn't change the ticket only stick to the same location. 

 

I was offered the choice of a full refund at the time or change the ticket. I opted for neither and left it.  It was only then that Lufthansa then subsequently emailed to state the flight had been cancelled and offered a refund. 

 

I've uploaded the ticket original confirmation and the cancellation email I received.   The original ticket was €749.56 and I was offered the half that was unused which they calculated to be €265.54.

 

 

Gmail - Booking details _ Departure_ 09 November 2019 _ LCA-LHR.pdf Gmail - Cancellation Confirmation.pdf Gmail - Conciliation procedure F 133136_20.pdf

[yellowplum]

Thanks for the quick reply, for clarity I presume this is including and regardless of the refund to the portion of my ticket that I attempted to claim from them, it is either or scenario.

 

Also do I have to go back to SOP to claim against Lufthansa?  What do you suggest is the best course of action to take now that SOP have decreed that Lufthansa should refund me and I tried to claim from Amex but they didn't uphold the charge back for the ticket?

 

Does Covid not impact on them giving out compensation also?

Edited September 26, 2020 by yellowplum

[yellowplum]

Ok I will give it a go with Lufthansa on what you suggest.  Just one question here, if they don't response/decline what is the course of action to further the complaint and claim for the compensation?

[yellowplum]

Thanks for the help. I'll put in a claim against them, see what happens as you suggest I doubt it will be a walk in the park. It is just another avenue, to be honest their entire attitude has been not to engage - lets see what happens - happily come back and provide updates.

[yellowplum]

Update - 11.12.2020

 

Lufthansa have refunded the ticket but didn't respond yet to the claim for compensation. Amex still have a complaint against them for not processing the chargeback (leaving that one to see what happens). 

 

Will come back and update if anything further happens.