TWP 2401: Lufthansa offers goodwill policy for Lufthansa Express rail travelers to and from Frankfurt

Long-distance services of Deutsche Bahn will be partially suspended from Wednesday, 24 January 2024 (2 a.m.) to Monday, 29 January 2024 (6 p.m.) due to a strike by the railway union GDL. For this reason, many Lufthansa Express Rail trains to and from Frankfurt Airport (FRA) and SWISS Air Rail trains on the route Munich (ZMU)–Bregenz (XGZ)–Zurich (ZRH) vv. will be cancelled. Please refer to the Deutsche Bahn website to find out which trains are still operating.

If your customers' Lufthansa Express Rail train is affected by a cancellation, the Schedule Change/Irregularity Policy for Travel Agents (OS/SN/LH/LX) applies. The cancellation will be evident via a UN in the PNR, a flight status query on the airline's website or, for example, in Amadeus via the DO transaction, e.g. DO LH3537/25JAN.

Travelers affected by a cancellation can use another operating Deutsche Bahn train to and from Frankfurt Airport with their current ticket.

Alternatively, they can also choose another means of ground transport. Lufthansa will cover the costs for this, provided they are reasonable. Self-payers are requested to send their receipts as well as their boarding pass, stating their bank details (IBAN and BIC), using the Lufthansa online feedback form.

For customers whose Lufthansa Express Rail train has not (yet) been canceled, the following goodwill rule applies:

Part 1 – Goodwill policy (TWP 2401) for rebooking/reissue/refund of Lufthansa Express Rail connections which are not cancelled

Passengers

• whose OS/SN/LH/LX/EN ticket (257/082/220/724/101) has been issued on/before 22 January 2024, and
  
  
• with an original confirmed ticketed date of travel between 24 January and 29 January 2024, and
  
  
• with a booked German domestic Lufthansa Express Rail connection from/to Frankfurt (FRA) with a flight number between LH3400 and LH3749 (operated by Deutsche Bahn) or SWISS Air Rail flight numbers (operated by Deutsche Bahn) between ZMU (Munich Railway Station), XGZ (Bregenz, Austria) and ZRH (Zurich airport)

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

The following rules apply to rebookings:

• Change transaction must be completed before the original ticketed date/departure time
  
  
• Rebooking/reissue of the Lufthansa Express Rail segment on an alternative Lufthansa flight on the original route
  
  
• Rebooking/reissue of the Lufthansa Express Rail segment to an alternative Lufthansa flight with a change of origin or destination in accordance with the O&D change rules (see SKCHG/INVOL Policy)
  
  
• Alternatively, the Lufthansa Express Rail segment or the SWISS Air Rail segment can also be canceled and the journey started or ended in Frankfurt (FRA). SWISS Air Rail passengers may start/end their journey in Zurich (ZRH)
  
  
• Passengers can use another operating Deutsche Bahn train to and from Frankfurt Airport with their current ticket. Deutsche Bahn passengers will no longer be restricted to using the train printed on their ticket.
  
  
• Rebooking of the Lufthansa Express Rail segment can be made for the original day of travel. Alternatively, travelers also have the option of bringing the entire journey forward by one day or postponing it by one day. In this case the following applies:
  
  
  • Rebooking on an alternative Lufthansa Group operated flight – in the original booking class (RBD) or, alternatively, in the originally ticketed compartment.
    
    
  • Rebooking on flights operated by other airlines (OAL) – in the original ticketed booking class (RBD) only
    
    
  • New travel date: +/- 1 day of the original ticketed travel date
• In the case of reissues the endorsement entry must read: TWP2401

You can do the rebooking/reissue in accordance with this goodwill policy (TWP 2401) without having to request a waiver from your Lufthansa Group Agency Support.

If the refund is made before the train has been canceled, it must be made on a voluntary basis and must be completed before the original ticketed date/departure time. Any cancellation/refund penalty is waived. This is also valid for non-refundable tickets.

• DCC and OPC as well as any other non-refundable fees and taxes remain non-refundable
  
  
• Please enter the waiver code “TWP2401” in the refund transaction
  
  • Amadeus: TRFU/WA TWP2401
  • Sabre: After direct refund “WFR” entry, enter “TWP2401” in the waiver box
  • Galileo/Travelport: Start direct refund via TRNE entry. Enter “TWP2401” in the waiver box (A/L authority)
  • Infini: Enter “TWP2401” under Refunds “Reason Code”
  • Axess: Enter “TWP2401” under “A/L Authority” in the refund template
  • Farelogix/SPRK: Enter “TWP2401” in the Refund window “Waiver code box”
• 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 “TWP2401” in the EMD refund transaction
  
  
• You can do the refund in accordance with this goodwill policy (TWP 2401) and entry of the waiver code without having to request a waiver from your Lufthansa Group Agency Support

Part 2 – 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.