The frequent flyer program Miles & More, a subsidiary of the Lufthansa Group, has significantly expanded its digital service infrastructure. From now on, program members can independently process refunds for eligible award flights via the online platform.
Previously, this process required contacting the service center by phone, which led to significant waiting times for customers, especially during peak periods. This change is part of a comprehensive modernization strategy aimed at reducing the company's reliance on personnel resources in its call centers and increasing process efficiency.
The technical implementation is handled via a dedicated section within the personal account overview. Under the "Current Bookings" tab, logged-in users now have the option to "Cancel and refund your flights." However, this function only applies to fares whose terms and conditions explicitly allow for refunds. Miles & More points out that when canceling online, the award miles used, as well as the taxes and fees paid, will be automatically refunded according to the applicable fare conditions. Aviation industry experts see this step as a necessary adjustment to market standards, as competing programs have been offering similar self-service solutions for some time.
The expansion of functionality is also driven by the massive increase in digital interaction rates within the Lufthansa Group. Automating standard processes such as ticket refunds will free up customer service resources for more complex inquiries. The system checks the refundability of each ticket in real time during the process, minimizing erroneous requests. This translates into significant time savings for members, as processing is now possible around the clock, regardless of customer support's business hours.
At the same time, Miles & More is strengthening the appeal of its rewards currency. Since flexibility in booking and canceling flights is a crucial factor for frequent flyers, simplifying the process enhances the entire loyalty program. The introduction of online refunds follows a series of technical updates, including improved booking interfaces and a more transparent mileage overview. The company plans to migrate further manual processes to the digital self-service area in the coming months to further optimize the user experience and reduce operating costs.