Reclamo formale contro Lufthansa Negato Imbarco Ingiustificato

Informazioni sul suo reclamo C-1285079-T6R4 Pratica C-1285079-T6R4 Grazie per averci contattato Your references: 15299794, Our Case number: C-1285079-T6R4 To whom it may concern, We thank you for your email dated July 09, 2026. You have contacted us regarding the passenger's claim for reimbursement of the ticket costs, reimbursement of indirect costs and compensation for the denied boarding. We regret to hear that the passengers could not have traveled as planned. We kindly inform you that we have reviewed the case and would like to take this opportunity to clarify the circumstances given in this case. The passengers stated that the travel agency they booked the tickets with only offered a refund in the amount of 110.38 EUR for not used airport taxes only. The passengers stated that they have rejected the refund offered by the travel agency insisting in a full refund. The passengers are also claiming for denied boarding compensation in the amount of 600.00 EUR stating that they were unjustifiedly denied boarded. One week before departure the passengers noticed that they have entered a wrong last name for one passenger. The passenger used the name of the partner instead of her own last name. The passengers contacted our customer service to inform us about the error and asked for a correction. The passengers were then advised to contact the respective travel agency to perform the name change. Since the name of the passenger was never legally changed, there was no “legal reason” for the name change, which is why the travel agency could not proceed with the change and contacted us accordingly. Neither we processed with the change. When the passengers arrived at the service desk presenting the marriage certificate, they were informed that no name change could be performed in accordance with our general conditions of carriage and the IATA security reasons. The passengers were given the option to book a new flight ticket for the passenger with the wrong last name in the booking, but they refused to travel. Therefore, it is a voluntary refund, whereas according to our General Conditions of Carriage paragraph 10.3, a refund according to the fare conditions is to be applied. The passenger had agreed to the General Conditions of Carriage when making the booking. We therefore contacted the responsible refund department. The refund will be processed within 21 days to original form of payment. As the booking was made via travel agency, the passengers are kindly requested to contact them to obtain the refund. Please be aware that it's the sole responsibility of the passengers to check that the entered data matches their passports. The airline cannot be held liable for any consequences occurred in connection with the passenger's error for entering the wrong passenger details. Additionally, we would like to point out that we always advice our passenger's to check their entered data properly and to always check the booking confirmation. Therefore, we refuse to accept any liability in this case and thank you for your understanding. This information is strictly confidential, not to be published nor forwarded to third party or to public knowledge with any form of advertise or communication even trough papers, electronic or via social media. Kind regards, Malika Huseinova Lufthansa Customer Care La preghiamo di tenere presente che le mail inviate non sono crittografate. Assistenza e contatti Lufthansa.com Assistenza e contatti Protezione dei dati Dati societari Sede della società: Deutsche Lufthansa AG Venloer Straße 151-153 50672 Colonia Germania Consiglio di Amministrazione: Carsten Spohr (Presidente) Dr. Michael Niggemann Dr. Till Streichert Grazia Vittadini Dieter Vranckx Presidente del Consiglio di Sorveglianza: Dr. Johannes Teyssen Registrazione: Tribunale distrettuale di Colonia HRB 2168 MID: 693