TWP 2304: Lufthansa Group airlines offer goodwill policy for travelers to/from Tel Aviv, Beirut, Amman and Aqaba

Security is the top priority for the airlines of the Lufthansa Group. Due to the still unclear developing security situation in Israel and after an intensive analysis of the situation, the airlines of the Lufthansa Group have decided to suspend their regular flights to and from Tel Aviv up to and including Sunday, 7 January 2024. In addition, the Lufthansa Group airlines have decided to suspend flights to and from Beirut up to and including Thursday, 14 December 2023. A resumption of the flight schedule on this route is planned starting 15 December 2023. We are of course continuing to monitor the security situation in the region closely and are in close contact with the local and international authorities.

Due to the unclear situation regarding the resumption of flights, no rebookings can be offered at this time.

Important notes regarding short-term flight cancellations

In case of short-term flight cancellations within 48 hours (in select cases: up to 5 days) before departure, no (immediate) UN will be set in the PNR in all cases. In this case, you can do the rebooking/reissue without having to request a waiver.

» To the Factsheet „Notes regarding short-term flight cancellations“

Part 1 – Lufthansa Group rules for rebooking/reissue/refund for cancelled flights

Customers affected by a flight cancellation can generally rebook once free of charge or have their ticket refunded. You are welcome to make rebookings/reissues/refunds for cancelled flights on Austrian Airlines/Brussels Airlines/Lufthansa/SWISS tickets yourself in accordance with the Schedule Change/Irregularity Policy for Travel Agents (OS/SN/LH/LX).

Please note: The Schedule Change/Irregularity Policy only applies to flights which have already been cancelled or which have been automatically rebooked by the airline.

Part 2 – Goodwill policy (TWP 2304) for refund of flights which are not cancelled


  • whose OS/SN/LH/LX/EN ticket (257/082/220/724/101) has been issued on/before 12 October 2023, and

  • with an original confirmed ticketed date of travel between 7 October and 31 December 2023, and

  • with a booked Austrian Airlines/Brussels Airlines/Eurowings/Lufthansa/SWISS/Air Dolomiti/Discover Airlines flight (operated by OS/LH/SN/EW/LX/EN/4Y) from/to Tel Aviv (TLV), Beirut (BEY), Amman (AMM) or Aqaba (AQJ), or

  • with a booked flight operated by other airlines (OAL) with OS/SN/LH/LX flight numbers (“code share”) from/to Tel Aviv (TLV), Beirut (BEY), Amman (AMM) or Aqaba (AQJ)

may have their ticket refunded on a voluntary basis free of charge.

The following rules apply to the refund:

  • The ticket can be refunded on a voluntary basis (provided all prerequisites as described above are fulfilled) – any cancellation/refund penalty is waived. This is also valid for non-refundable tickets.

  • Update 19 October 2023: DCC (YR & OB-T) may be refunded as an exception under this TWP. Prerequisites: ticket is unused and fully refunded and refund is processed latest 36 hours prior to departure of the first ticketed flight.

  • OPC remains non-refundable

  • Ancillary EMD’s (for example for ASR or baggage) associated with unused portion of the ticket, can be refunded together with the ticket. Please enter the waiver code “TWP2304” in the refund transaction.

  • Please enter the waiver code “TWP2304” in the refund transaction
    • Amadeus: TRFU/WA TWP2304
    • Sabre: After direct refund “WFR” entry, enter “TWP2304” in the waiver box
    • Galileo/Travelport: Start direct refund via TRNE entry. Enter “TWP2304” in the waiver box (A/L authority)
    • Infini: Enter “TWP2304” under Refunds “Reason Code”
    • Axess: Enter “TWP2304” under “A/L Authority” in the refund template
    • Farelogix/SPRK: Enter “TWP2304” in the Refund window “Waiver code box”

  • You can do the refund in accordance with this goodwill policy (TWP 2304) and entry of the waiver code without having to request a waiver from your Lufthansa Group Agency Support

24.11.2023 20:25  CET