Lufthansa tightens booking guidelines for agencies | current tourism

Because Lufthansa’s travel agency partners apparently did not inform their customers about short-term flight irregularities or long-term flight schedule changes in some cases, the airline group is changing its booking guidelines on February 15, 2022. Specifically, according to a sales announcement, it is about Iata resolution 830d, according to which agencies are obliged to actively ask whether the traveler would like to provide the airline with their contact details (mobile phone number and / or e-mail address).

In the case of last-minute flight changes (INVOL), the guideline affects the SSR CTC element in the passenger name record (PNR), in which the passenger’s contact details are stored. This should also be used by ticket sellers if the traveler does not want to receive notifications and refuses to pass on the contact details to the airline.

In this case, the travel agency documents this by entering SSR CTCR (R for “Restricted”). Should the passenger concerned want to assert claims later, the airline can reject them with reference to the above-mentioned refusal to pass on the contact.

Reimbursement claims to travel agencies possible

In the case of long-term flight plan changes (SKCHG), travel agencies receive a message about the change in the segment status, with the relevant PNRs appearing in the queue. Lufthansa points out that agencies are contractually obliged to pass on such important information to customers. If the travel agency does not comply with this obligation and the traveler incurs additional costs or further claims as a result, the airlines of the Lufthansa Group reserve the right to refuse compensation and refer them to the point of sale.

According to the announcement, the background is increased customer complaints and legal proceedings relating to recourse claims. To avoid this, the Lufthansa Group is now adapting its Booking & Ticketing Policy accordingly.

Another change concerns the reimbursement rules for flight schedule changes, with which the Lufthansa Group is reacting to the most recent case law of the European Court of Justice (ECJ) on flights that have been brought forward. Accordingly, with immediate effect, moving the departure time forward by more than an hour entitles to an involuntary reimbursement.

Thomas Riebesehl

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