Lufthansa, as one of the major airlines operating within and from the European Union, follows the EU regulation known as EC 261/2004, which sets out the rights of passengers in the event of flight cancellations. If your Lufthansa flight is cancelled, you may be entitled to compensation and assistance depending on several factors including the timing of the cancellation, the distance of the flight, and the reason for the cancellation. Understanding these rules can help you know what to expect and how to claim your rights if your flight does not go as planned.

When a Lufthansa flight is cancelled, the airline is required to offer passengers the choice between a full refund of the ticket or rerouting to the final destination at the earliest opportunity or at a later date convenient to the passenger. This means if your flight is cancelled, you don’t have to buy a new ticket or lose your money without recourse; Lufthansa must either return your money or book you on another flight to get you where you were going. This is a fundamental right under EU law designed to protect passengers from sudden disruptions in their travel plans.

In addition to offering rerouting or refunds, Lufthansa must also provide care while you wait for your new flight. This includes meals and refreshments in reasonable relation to the waiting time, access to communication such as free phone calls or emails, and if necessary, hotel accommodation including transport between the airport and the hotel. This care is meant to ease the inconvenience caused by the cancellation and ensure that passengers are not left stranded or without basic necessities.

The compensation itself depends on the distance of the flight and how close to the departure time the airline informed you of the cancellation. For short flights up to 1,500 kilometers, the compensation amount is €250. For medium-distance flights between 1,500 and 3,500 kilometers, it is €400. For longer flights over 3,500 kilometers, which typically include intercontinental flights, the compensation can be up to €600. These amounts are fixed by EU law and apply to each passenger.

However, Lufthansa is not always required to pay compensation. If the airline informs passengers of the cancellation well in advance, compensation may not be owed. Specifically, if Lufthansa notifies you more than 14 days before the scheduled departure, no compensation is required. This rule recognizes that passengers have enough time to adjust their plans and find alternatives. If notification comes between 7 and 14 days before departure, Lufthansa only avoids compensation if the replacement flight departs no more than 2 hours earlier and arrives less than 4 hours later than the original flight. If the notice is less than 7 days, the alternative flight must not leave more than 1 hour earlier and must arrive less than 2 hours later for compensation to be avoided.

It’s important to note that the airline may not owe compensation if the cancellation was caused by extraordinary circumstances beyond its control. These include situations such as severe weather, political instability, security risks, or air traffic control strikes. In these cases, the disruption is considered unavoidable, and while passengers are still entitled to care and rerouting or refunds, compensation payments are typically not required.

To claim compensation, passengers can submit a request directly to Lufthansa using their online forms or customer service channels. It is advisable to keep all travel documents such as tickets, boarding passes, and any communication from the airline about the cancellation to support the claim. If the airline refuses to pay or does not respond within a reasonable time, passengers can escalate the matter to national enforcement bodies or alternative dispute resolution organizations that handle passenger rights disputes.

In practice, many passengers find that Lufthansa complies with these regulations and provides compensation and assistance when flights are cancelled. However, delays in response or disputes over eligibility can occur. Being informed about your rights helps you navigate these situations with confidence and ensures you are not left out of pocket because of a cancelled flight.

Beyond the legal framework, Lufthansa also has its own policies to support customers in case of cancellations. These may include rebooking on the next available flight or offering travel vouchers in some situations. While vouchers can be convenient, passengers have the right to insist on a full refund if they prefer. Understanding your options and the airline’s obligations allows you to make the best choice depending on your travel needs.

Flight cancellations can be stressful and disruptive, especially if they happen at the last minute. Knowing that Lufthansa is required by law to compensate and assist passengers provides some reassurance. The compensation amounts are designed to recognize the inconvenience and potential extra costs that travellers face. Additionally, the care provisions help ensure that passengers are comfortable and supported while they wait for alternative arrangements.

In summary, Lufthansa compensates passengers for cancelled flights under EU regulation EC 261/2004, provided the cancellation does not fall under extraordinary circumstances and the notification rules are not met. Passengers have the right to a refund or re-routing, care during delays, and compensation based on flight distance and timing of notice. These rights protect passengers from financial loss and inconvenience caused by cancellations. To claim compensation, passengers should keep documentation, use Lufthansa’s official claim channels, and escalate if necessary. Being informed empowers travellers to seek the support they deserve and to travel with greater confidence, knowing that cancellations are addressed fairly and transparently by the airline.