The Lufthansa Miles & More program recently added steep fees for refunds on certain award tickets booked through it, affecting flights operated by Lufthansa Group carriers.
However, following significant backlash from customers and industry observers, Lufthansa has already rolled back some of the most punitive fees less than a week after implementing them.
Here’s what you need to know about Lufthansa’s decision to partially reverse course.
Lufthansa Restores Free Refunds on Many Premium Award Tickets
The Lufthansa Miles&More program recently introduced steep fees of €1,000 to €1,500 ($1,167 to $1,750), depending on your fare class, for refunds on certain award tickets, as first reported by LoyaltyLobby. On some fares, refunds weren’t permitted at all.
The policy drew widespread criticism, and effective June 3, Lufthansa restored complimentary refunds on many Flex fares in Economy, Premium Economy, and Business Class on applicable routes. The carrier has also indicated that additional fee reductions for some lower fare categories are expected to begin on June 10.
While Lufthansa has rolled back many of the most severe fees, some charges remain. First Class Flex fares on applicable routes are still subject to an €800 ($933) refund fee, while certain discounted Business Class award fares continue to be nonrefundable.
While a $933 refund fee remains difficult to justify, it’s a notable improvement from the airline’s short-lived policy that imposed fees of up to €1,500 ($1,750) on certain premium award tickets. Many Business Class Flex awards are now once again refundable without charge.
Award ticket refund policies continue to vary depending on fare type and routing. By comparison, Star Alliance partner flights booked with Miles&More miles generally carry a much more reasonable refund or cancellation fee of about $58.
This is the latest in a series of significant changes for the program. Last year, the Miles & More switched to a dynamic pricing model. Earlier this year, it instituted high fees for canceling or refunding revenue tickets, and briefly expanded similar policies to some award tickets and then partially reversed course.
Each of these changes, taken individually, was bad news for consumers. But taken together, they add up to a program that is becoming increasingly difficult to use. With scant availability, limited transfer partners, and high award ticket prices, reducing flexibility for customers is not the way to show appreciation to loyal program members. Plus, it incentivizes customers to look toward other programs that charge more reasonable fees — or none at all.
Final Thoughts
Lufthansa has partially reversed course after introducing some of the highest award-ticket refund fees we’ve ever seen and drawing a ton of backlash. While many Flex fares are once again refundable at no cost, some award tickets remain nonrefundable and certain First Class awards still carry a hefty €800 ($933) refund fee.
The rollback is a positive change, but it doesn’t change the fact that Miles & More has become less traveler-friendly in recent years. Between dynamic pricing, high surcharges, and increasingly restrictive policies, the program continues to move in the wrong direction.
For now, if you’re booking a Lufthansa award ticket, pay close attention to the refund rules before you redeem your miles. The last thing you want is to find out what a cancellation costs after your plans change.