Your options in the event of flight disruptions

Here you will find all the important services, assistance, and tips you need to help your customers quickly and find a solution in the event of a flight disruption.

Flight status

Check rebooking alternatives
  Should there be any air traffic disruptions, you can get all the latest information here.

» Austrian Airlines
» Brussels Airlines
» Eurowings
» Lufthansa

  In the event that a flight has to be canceled, passengers will usually be rebooked onto another flight by us free of charge and informed automatically via the contact details you have provided. If they do not receive any communication from us, they can quickly check whether they have already been rebooked by looking at the current status of their booking (“My bookings”) or contacting our Chat Assistant.

Fast help with last-minute rebooking

Important notes regarding short-term flight cancellations

  Has the flight been canceled at short notice? Using our Chat Assistant travelers can check further rebooking options and rebook onto another flight free of charge. They can also do this at “My bookings”.

»  Chat Assistant (Austrian Airlines)
»  Chat Assistant (Brussels Airlines)
»  My bookings (Eurowings)
»  Chat Assistant (Lufthansa)
»  Chat Assistant (SWISS)

  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“


Lufthansa Group rules for rebooking / reissue / refund for cancelled flights

Meal voucher

  Customers affected by a flight cancellation can 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.

»  To the SKCHG/INVOL Policy

  With a flight delay of at least two hours, travelers will receive a meal voucher. The voucher can be redeemed in numerous participating restaurants at the airport by simply showing the boarding pass. We will also inform travelers about this option regularly via SMS, email, or notifications in the app.

» To a list of all participating airports


Overnight hotel stay in the case of flight delays

Train ticket “Good for train”

  In the event that the departure is postponed until the following day, we will arrange an overnight stay in a hotel.* Travelers will be informed about this via email or SMS. In exceptional cases, they can also book a hotel themselves. The airline will cover the costs of the overnight stay, transport to the hotel, and meals—provided that the costs remain reasonable. The receipts can be submitted via the feedback form.

» Feedback and contact form (Austrian Airlines)
» Feedback and contact form (Brussels Airlines)
» Feedback and contact form (Eurowings)
» Feedback and contact form (Lufthansa)
» Feedback and contact form (SWISS)

* Please note that overnight hotel stays cannot be booked by calling the Service Centers of the Lufthansa Group airlines.

  If a Lufthansa flight within Germany or between Germany and Basle or Salzburg had to be canceled at short notice and we are unable to offer a suitable alternative, travelers can convert their flight ticket into a Deutsche Bahn train ticket. This can be done quickly and easily at a check-in machine or online.

» To the train ticket

Compensation in the event of flight disruptions

Passenger rights

  If the arrival of a flight was delayed by at least three hours, the flight was canceled, or a passenger missed their connecting flight, passengers can initiate the investigation of their claim to compensation according to Art. 7 VO 261/2004.

» Application for compensation (Austrian Airlines)
» Application for compensation (Brussels Airlines)
» Application for compensation (Eurowings)
» Application for compensation (Lufthansa)
» Application for compensation (SWISS)

  If a flight was canceled, delayed by more than two hours, or passengers were refused carriage on a flight for which they have a confirmed booking, they have rights in accordance with Regulation (EC) No. 261/2004.

Please note that the airline that operates or should operate the flight is always responsible for granting rights. Written information about passenger rights is also displayed on counters at the airport.

» Passenger rights (Austrian Airlines)
» Passenger rights (Brussels Airlines)
» Passenger rights (Eurowings)
» Passenger rights (Lufthansa)
» Passenger rights (SWISS)

Problems with your baggage

You can find out where to claim compensation for damage, as well as where to get information about your delayed item of baggage, here.

» To problems with your baggage

10.07.2023 07:50  CET