A reader writes that they were flying Lufthansa business class from Nuremberg to Rome via Frankfurt using United miles.
Their flight out of Nuremberg was delayed due to weather and they were rebooked onto a later flight.
The next flight after the 5:10 p.m. was the 9:55 p.m .to Rome so they went to the lounge to wait out the long delay.
They got to the gate and report “another delay.”
They say they went to board “30 minutes prior to” the new delayed departure time but their seat was “given away, me and a half dozen people.”
I protest and they said it’s my fault. They won’t help me when I tried to film they threaten to call cops. …No compensation, no rebooking, no voucher . I just don’t see how they can get away with this.
@garyleff checked in NUE FRA FCO in J on first segment, coupon lifted, flown , delayed and reacommodated then suddenly not checked in and offloaded by LH. No help, no comesation, no voucher . No service ! pic.twitter.com/PwQXPUMTwC
— 1CountryAtATime (@1CountryAATime) March 19, 2018
Lufthansa said they weren’t checked in. The passenger tells me that a “[flight attendant] announce[d] pa[ssengers] have been rebooked and reads off flight [details].” They never received a new boarding pass.
So whose fault is this?
- Lufthansa told them what flight they were on, they showed up at the gate for that flight but they weren’t allowed on.
- They were denied boarding for what sounds like an overbooked flight but they never even had a boarding pass for it.
I suspect how you feel about this story depends on whether you’re an expert traveler and expect everyone to know exactly what to do the way you would. There was plenty of time. If you’re rebooked the first thing you want is a new boarding pass. There was plenty of time to get one. If the passenger had their boarding pass they’d have been fine.
How can they not have been ‘checked in’? They checked in at Nuremberg. They were at the airport. Lufthansa had irregular operations.
You always want that piece of paper in your hand. It was a mistake not to get it. And it’s entirely Lufthansa’s issue if their systems reflect the person as ‘not checked in’ and flag them as a no show for the flight.
Copyright: aapsky / 123RF Stock Photo
The passenger should have been more paranoid, should have asked more questions, but Lufthansa’s operations didn’t go right in the first place and the service recovery failed because they weren’t given the instructions they needed. I’m going to side with the passenger and against Lufthansa here, even though the passenger failed to ensure they had a boarding pass for the flight they were rebooked onto.
They’re on the hook for a hotel for the night and for a new ticket to Rome.