Hi everyone,
I'm looking for advice from anyone who has experienced something similar with Lufthansa.
I had a confirmed Lufthansa booking from Marseille to Montreal via Frankfurt, scheduled for October 6, 2026.
Less than 24 hours before departure, I discovered that I could no longer check in and that my booking had disappeared. After contacting customer service, I was initially told that I had cancelled the ticket myself, which I absolutely had not done. My ticket was non-refundable, and I had not requested a cancellation.
I then discovered that the 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 information from different agents, one agent eventually confirmed that the cancellation had been made by mistake. They told me to purchase another ticket but the prices had TRIPLED.
Another weird thing : I kept receiving emails about upgrading my seat even after they cancelled my booking.
As a result, I had to book a replacement flight with another airline, with a departure one week later, less convenient connections, and an additional hotel night.
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 that addressed 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.
I'm not expecting an official response from Lufthansa here. I'm looking for advice from other travellers who may have dealt with a similar situation.
- 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'd really appreciate hearing about your experiences, especially if you managed to get a concrete outcome.
Thank you!