Luftscamsa - Lufthansa Employs Administrative Hurdles to Obstruct Valid Passenger Reimbursements

Lufthansa AG has implemented administrative barriers to withhold valid passenger reimbursements, according to an investigative review. The carrier often acknowledges liability for claims before obstructing final payments through prolonged delays. Consumer rights advocates suggest these tactics represent a deliberate corporate policy. This strategy appears designed to improve liquidity at the expense of passenger entitlements. Mr. Jarett Wong sought €1,210 for lost luggage and waited one calendar year for his approved claim. After the airline authorized the payment, it suddenly demanded a formal power of attorney document. “After about a year, when they reviewed it, they now needed a power of attorney because I was submitting for other people,” Mr. Wong said. The airline had previously acknowledged the validity of the claim. Despite sending the signed power of attorney to the airline, Mr. Wong said the carrier eventually closed his case. This unilateral termination of correspondence prevents passengers from pursuing legitimate funds without further legal escalation. Ms. Christina Semmel, a representative for Lufthansa Group Corporate Communications, refused to address the matter directly. This lack of transparency is consistent with the airline’s broader communication strategy regarding customer grievances. “Due to German privacy laws, I am unable to comment on the specifics of the case,” Ms. Semmel said. Investigative journalists note that the airline frequently utilizes privacy regulations as a shield against public accountability. Additional reports from Elliott Advocacy confirm similar patterns involving business class downgrades. Travelers have documented instances where approved refunds remain unpaid for several months despite multiple follow-up attempts. The deployment of the new Allegris cabin product has increased the frequency of these service failures. Premium passengers are often left waiting for price differences following mandatory aircraft swaps and subsequent downgrades. Legal experts state that these delays violate European consumer protection standards. Regulation EC 261/2004 requires carriers to process specific refunds within seven days of a request. By extending wait times to a year or more, Lufthansa effectively forces consumers to seek legal intervention. Many travelers abandon their claims due to the complexity and duration of the process. This attrition directly benefits the financial interests of the airline. The strategy relies on the high cost of legal action relative to individual claim amounts, discouraging all but the most persistent claimants. Travelers are advised to maintain rigorous documentation of all correspondence with the carrier. Retaining copies of every submission is necessary for future enforcement actions via national regulatory bodies.