(1) On 10 July 2019, I booked 2 Premium Economy non-refundable tickets through Lufthansa, on lufthansa.com. The total cost of these two tickets was USD$4093.80.
(2) On lufthansa.com, the rebooking policy states: “The Premium Economy Restricted ticket can be rebooked. The originally paid ticket amount will be credited against the new ticket except 300.00 USD. In this case also a fare, tax, fees and charges differential might apply …” I have taken a screenshot of these terms and conditions.
(3) On 2 August 2019, I needed to rebook my tickets (i.e., change their dates from August 2019 to May 2020) because of an emergency medical situation.
(4) At the time, the lufthansa.com website listed the price of the new tickets (i.e., for May 2020), for the exact same flights, to be USD$3,586.34 (including all taxes, etc).
(5) Pursuant to Lufthansa’s stated rebooking policy, I expected USD$4093.80 (the “originally paid ticket amount”), less USD$600 (i.e., USD$300 x 2), amounting to USD$3493.8, to be credited against the new ticket cost (USD $3,586.34), resulting in a bill of USD$92.54.
(6) On 2 August 2019, at 5;45 PM ET, I spoke with Sara, and then her manager Anthony, for 1hr and 40mins, at 1-800-645-3880, in relation to this rebooking.
(7) Lufthansa (Sara and Anthony) insisted on charging me USD$615.54 (instead of USD$92.54) for the rebooking.
(8) I understood that Sara and Anthony relied on a policy different from that stated on lufthansa.com. In particular, Anthony stated: (a) that the USD$300 was a change fee that needed to be paid regardless of the price difference between the old and new tickets, and/or (2) that when rebooking the ticket, I wasn’t eligible for the “new ticket” price quoted on the website.
What would you like the company to do to fix the problem? (optional)