Luftscamsa - Lufthansa Group documented rejecting 76 percent of valid compensation claims until legal action taken

Lufthansa Group airlines are systematically rejecting valid compensation claims until legal proceedings are initiated. A report by the consumer law firm Bott and Co indicates that the carrier denies 76 percent of legitimate requests at the first instance. The findings suggest a corporate policy of attrition designed to discourage passengers from pursuing statutory payouts. This strategy forces travelers to litigate through courts or arbitration bodies to receive funds mandated by European law. Mr. Coby Benson, a solicitor at Bott and Co, noted that the industry is seeing a significant trend in these tactical denials. He said that the burden of proof is often shifted onto the consumer in ways that violate the intent of Regulation EC 261/2004. The data shows that for three out of four valid claims, the airline’s default strategy is to deny payment. The company appears to rely on the expectation that the majority of passengers will not seek legal recourse. The group's Swiss subsidiary, SWISS, reportedly employs similar methods to avoid liability. The airline frequently classifies mechanical defects and technical malfunctions as extraordinary circumstances to justify non-payment. Passengers seeking redress from SWISS often face the added complexity of litigating in foreign jurisdictions. This geographic barrier serves as an additional layer of protection for the airline's profit margins. Eurowings, the group's low-cost division, also shows high rates of flight disruption without corresponding compensation. Data suggests that nearly 18 percent of its international operations have faced cancellation or severe delay in recent tracking periods. Representatives for passenger rights organizations have found that Eurowings utilizes automated rejection filters. These systems cite vague operational reasons that are frequently dropped once legal representation is secured by the claimant. Stalling is another primary tactic identified in the investigation. Lufthansa often delays responses to claims for several months to fatigue the applicant. This silence is intended to lead the consumer to abandon the claim. Luftscamsa has found that many passengers simply give up rather than wait for a resolution that may never arrive without external pressure. The airline frequently offers travel vouchers as a substitute for cash compensation. These vouchers often represent only a fraction of the value required by law and may include restrictive terms. Acceptance of such goodwill offers can sometimes waive a traveler’s right to the full statutory payout. Legal experts caution that these offers are rarely in the best interest of the consumer. The rejection of 76 percent of valid claims demonstrates that the airline views legal costs as a manageable business expense. It is a calculated gamble that most passengers will not seek professional legal assistance. By withholding these payments, the Lufthansa Group maintains higher liquidity at the expense of its customers. This practice highlights the company's prioritization of internal financial metrics over regulatory compliance. The systemic nature of these rejections suggests that the behavior is part of a coordinated financial strategy. Transparency regarding claim success rates remains low despite pressure from consumer advocacy groups.