Airhelp: Probably no compensation for stranded Lufthansa passengers

Airbus A320neo (Photo: Robert Spohr).
Airbus A320neo (Photo: Robert Spohr).

Airhelp: Probably no compensation for stranded Lufthansa passengers

Airbus A320neo (Photo: Robert Spohr).
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A group-wide IT failure due to a damaged network cable at the German airline Lufthansa is disrupting air traffic worldwide. Since this morning, the computer systems for boarding, among other things, were no longer operational.

According to the dpa news agency, all domestic flights were initially canceled and passengers are asked to switch to the train. Julián Navas, passenger rights expert at the world's largest organization for air passenger rights, AirHelp, explains the rights of affected passengers: "The global failure of the IT systems is currently causing numerous delays and flight cancellations at Lufthansa and its subsidiaries Brussels Airlines, Austrian Airlines , Swiss International and Eurowings. Since this is a technical error outside Lufthansa's responsibility, passengers have no claims for compensation in this case.

Technical difficulties attributable to the airline are not an exceptional circumstance such as severe weather or medical emergencies, so in these cases the airline bears responsibility. This means that all affected passengers are entitled to compensation payments of up to 600 euros."

Passengers are also entitled to compensation

“Passengers affected are also entitled to alternative transport if the delay is three hours or more. The rebooking to another flight must be implemented by the operating airline itself. Domestic German flights can optionally be transferred to a train ticket, as Lufthansa is currently recommending to the passengers concerned. It is important that passengers keep the receipts for train tickets or other means of transport so that they can bill Lufthansa for the costs.

If the delay is more than five hours or carriage is carried out at a later point in time, the airline is also obliged to reimburse the full ticket price. In the case of delays of more than two hours and a flight distance of more than 1.500 kilometers, the operating airline must also provide the passengers with meals and drinks at the airport. In addition, two telephone calls or the sending of two e-mails must be possible. If necessary, the airlines must also provide accommodation and facilitate transportation there. In any case, it is advisable to request this service from the airline.”

Passengers have these rights according to EC 261

Flight cancellations and delays can entitle you to compensation payments of up to 600 euros per passenger. The amount of the compensation payment is calculated from the length of the flight route. The rightful claim for compensation depends on the actual length of the delay at the destination and the reason for the canceled or delayed flight. Affected passengers can assert their claim for compensation retrospectively, up to three years after their flight date.

Extraordinary circumstances such as storms or medical emergencies can result in the operating airline being released from the obligation to compensate. Both announced and unannounced strikes are not included.

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