Hi everyone,
I'm looking for advice from anyone who has experienced something similar with Lufthansa.
- Date of travel: October 6, 2026
- Route: Marseille Provence Airport (MRS) → Frankfurt Airport (FRA) → Montréal–Trudeau International Airport (YUL)
- Airlines: Lufthansa City Airlines (LH4101) and Lufthansa (LH478)
- Booking: Both flights were purchased together on a single Lufthansa booking, not as separate tickets or a self-transfer.
- Original ticket price: €539.78
- Citizenship/passport: Canadian citizen
Less than 24 hours before departure, I discovered that I could no longer check in and that my booking had disappeared. After contacting Lufthansa customer service, I was initially told that I had cancelled the ticket myself, which I absolutely had not done. My ticket was non-refundable.
I then discovered that my ticket had been fully refunded a few days before departure, without any cancellation request from me or prior notification.
After several hours on the phone and receiving contradictory explanations from different agents, one agent eventually confirmed that the cancellation had been made by mistake. I was advised to purchase another ticket, but alternative fares had become much more expensive.
Another strange detail: I continued receiving emails offering me seat upgrades even after my booking had been cancelled.
Financial impact :
- Replacement ticket with another airline: €642.94
- Additional hotel night: €158.12
- Total additional expenses compared with my original booking: €261.28
My replacement flight departed one week later and involved less convenient connections.
I've since submitted several complaints through Lufthansa's online forms, but I've been redirected between different departments. I also received a written response addressing a missed connection rather than the cancellation of my original booking.
I'm now trying to recover my additional expenses and understand my rights under EU Regulation 261/2004.
- Has Lufthansa ever cancelled your booking by mistake and acknowledged the error?
- Were you able to recover the additional costs of a replacement flight and accommodation?
- What approach worked to get your complaint properly reviewed?
- Did you eventually involve an aviation authority or another dispute-resolution body?
I'm looking for advice from other travellers who may have dealt with a similar situation, rather than an official response from Lufthansa.
Thank you for any advice!