LUFTHANSA GROUP POLICIES

Always be up to date with Lufthansa Group policies. Check the content to be confident with your bookings.

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Updated Lufthansa Group booking guidelines – effective 1 September 2024
Updated Lufthansa Group booking guidelines – effective 1 March 2024
Updated Lufthansa Group booking guidelines – Effective 1 September 2023
Updated Lufthansa Group booking guidelines – Effective 1 June 2023
Updated Lufthansa Group booking guidelines – effective 1 December 2023

Updated Lufthansa Group booking guidelines – effective 1 September 2024

(Update: September 2024)

The Lufthansa Group airlines Booking & Ticketing Policy has been revised. The chapters ‘2.1.1 – Booking from O&D availability in order of flight times’ and ‘2.1.2 – Name correction’ have been amended. In addition, it is now mandatory to enter contact details latest by the time of ticket issuance.

An overview of the changes can be found in chapter ‘0. Overview of Changes’. Please familiarize yourself with the booking and ticketing guidelines to assist you in avoiding potential ADMs.

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Effective 1 September 2024, this document has replaced the previous ‘Lufthansa Group airlines’ Booking & Ticketing Policy’.

Updated Lufthansa Group booking guidelines – effective 1 March 2024

(Update: March 2024)

The Lufthansa Group airlines Booking & Ticketing Policy has been revised. The chapters ‘3.4 Lufthansa Group airlines ETKT/etix rebooking process’ and ‘4 General Refund Principles’ have been amended. A new definition of ticket validity has been added (‘3.2 Ticket Validity’).

An overview of the changes can be found in chapter ‘0. Overview of Changes’. Please familiarize yourself with the booking and ticketing guidelines to assist you in avoiding potential ADMs

To the Booking & Ticketing Policy

Effective 1 March 2024, this document has replaced the previous ‘Lufthansa Group airlines’ Booking & Ticketing Policy’.

Updated Lufthansa Group booking guidelines – effective 1 December 2023

(Update: December 2023)

The Lufthansa Group airlines Booking & Ticketing Policy has been revised. The chapters ‘3.3.3 Credit Card Sales Rules’ and ‘5 Overview of Fees and Charges’ have been amended.

An overview of the changes can be found in chapter ‘0. Overview of Changes’. Please familiarize yourself with the booking and ticketing guidelines to assist you in avoiding potential ADMs.

To the Booking & Ticketing PolicyThe link will be opened in a new browser tab

Effective 1 December 2023, the document has replaced the previous ‘Lufthansa Group airlines’ Booking & Ticketing Policy’.

Updated Lufthansa Group booking guidelines – effective 1 September 2023

(Update: September 2023)

The Lufthansa Group airlines Booking & Ticketing Policy has been revised. The chapters ‘3.1.3 Change of domestic ticket into international and vice versa’ and ‘5 Overview of Fees and Charges’ have been amended.

An overview of the changes can be found in chapter ‘0. Overview of Changes’. Please familiarize yourself with the booking and ticketing guidelines to assist you in avoiding potential ADMs.

Booking & Ticketing Policy

Effective 1 September 2023, the document has replaced the previous ‘Lufthansa Group airlines’ Booking & Ticketing Policy’.

Updated Lufthansa Group booking guidelines – effective 1 June 2023

(Update: June 2023)

The Lufthansa Group airlines Booking & Ticketing Policy has been revised. Among other amendments, the chapters “3.1.1 Lufthansa Group airlines validation principle” and „5 Overview of Fees and Charges” have been amended. The information that a change of an entirely German domestic routing into an international routing and vice versa is not permitted has been added in chapter "3.1.3 Change of domestic ticket into international and vice versa".

An overview of the changes can be found in chapter "0. Overview of Changes". Please familiarize yourself with the booking and ticketing guidelines to assist you in avoiding potential ADMs.

Booking & Ticketing Policy

Effective 1 June 2023, the document has replaced the previous ‘Lufthansa Group airlines’ Booking & Ticketing Policy’.

Check the Eurowings Guidelines

The Eurowings booking guidelines have been revised. We have compiled everything you need to know about booking Eurowings flights via GDS or ticketless booking channels in an easy-to-read summary.

Eurowings booking guidelines

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Updated Lufthansa Group rules for name corrections

Updated Lufthansa Group rules for name corrections – effective 1 June 2023

(Update: June 2023)

The Name Correction Guideline has been revised effective 1 June 2023. Here is an overview of the most important changes:

Name corrections of up to two letters are now also permitted for the gender, which was previously only allowed for first, middle or last names. The gender can therefore now be changed from MR or MRS to MX for non-binary persons, provided that the reservation system used supports this
Additionally, after typos, for example, an MR can be changed to MRS
The traveler must remain unchanged
Please note: The passenger data entered in the PNR must always match the valid travel document (for example, passport)
The guideline has been revised and made clearer

Apart from that, the rules for name corrections remain unchanged.

To the new guidelines

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Our new and improved SKCHG/INVOL Policy
Simpler and clearer – the new SKCHG/INVOL policy
Adjusted refund rules in case of schedule changes

Our new and improved SKCHG/INVOL Policy

(Update: May 2024)

We would like to thank you for the valuable feedback we have received from travel agencies in the last few months. As a result of your suggestions, we have now been able to improve and further simplify the “Lufthansa Group Schedule Change / Irregularity Policy for Travel Agents” (SKCHG/INVOL Policy).

The most important changes at-a-glance:

Flight cancellations and time changes of Lufthansa Group airlines and OAL flights: Starting now, you can reissue and refund tickets based on the SKCHG/INVOL Policy without a waiver and without a standard waiver code. In addition, for reissues there is no need to enter the flight number/date in the endorsement box anymore. Only the ticketing and refund entries as per chapter 1.8 “Rules for Reissue, Refund and Waiver” are still required
The standard waiver codes (“CNXOAL” and “TKSKCHG”) used until now have been completely eliminated
Reimbursement for same-day returns: In the event of a time change (TK or UN/TK) of one hour or more, you can issue a refund on an involuntary basis without a waiver. This option complements the basic rules for schedule changes (SKCHG)

In the event of a change of origin (O&D change), you can rebook the return flight to the same place from which the outbound flight departs
In the new chapter 1.9 “Technical Reissues (UN/TK)”, you can learn how to avoid ADMs when doing technical reissues.

To the SKCHG/INVOL Policy

With this new policy, we hope that we have succeeded in further simplifying the processing of schedule changes and flight irregularities for you. Thank you for your support in looking after our mutual customers.

^{Please note: The simplification of the waiver rules is made possible by a significant IT and process change in the audit. Unfortunately, as with any technical change, errors cannot be completely ruled out in the initial phase. Should an unjustified ADM occur for this reason, we ask that you initiate an ADM dispute.}

Simpler and clearer – the new SKCHG/INVOL policy

(Update: April 2023)

To enable you to provide your customers with the best possible support in the event of schedule changes and flight irregularities, we have revised the “Lufthansa Group Schedule Change/Irregularity Policy for Travel Agents” (SKCHG/INVOL Policy). In doing so, we have implemented many suggestions that we have received from travel agencies in recent months. The result: a simplified policy that will make processing easier for you in the travel agency.

The key changes at-a-glance:

In the event of a time change (TK), you can process rebookings/ticket reissues and refunds* on an involuntary basis with a Standard Waiver Code (TKSKCHG) independently in the travel agency without requesting approval from your Lufthansa Group Agency Support. This applies to time changes of flights by Lufthansa Group airlines and other airlines (OAL).

As an additional rebooking option, you can now make an O&D (origin & destination) change without a waiver at the explicit request of your customers—within 250 miles and a new travel date within seven days (+/-7 days) before or after the originally booked date.

Reissues and refunds of ancillary EMDs (e.g., for advance seat reservations) can now always be made without a waiver or with a Standard Waiver Code if this is also permitted for the associated airline ticket.

Other changes:

The rebooking alternatives have been shortened and simplified.
A “Quick Reference” offers you a simple overview of the most important rules. You will find the detailed guidelines in the “Main Policy” section; further explanations and examples of use are in the “Appendices” section.

Please familiarize yourself with the revised SKCHG/INVOL Policy.

To the new SKCHG/INVOL policy

With this policy, we hope to simplify the processing of schedule changes and flight irregularities for you—and thank you for your support in looking after our mutual customers.

^{* Prerequisite for refunds: time change of at least two hours and/or bringing forward the departure time by more than one hour.}

^{Please note: For Eurowings, in case of refunds due to flight cancellations, no authorization (waiver) from your Eurowings Service Center is required anymore. This applies to canceled Eurowings flights that were booked on an EW flight number and issued on a Austrian Airlines (257), Lufthansa (220) or SWISS (724) document. Please make sure to comply the Lufthansa Group Flight Irregularities guidelines on handling flight irregularities to avoid any ADMs. If the ticket was issued on another document that not LH, please contact the service center of the respective ticket owner partner airline.}

Adjusted refund rules in case of schedule changes

(Update: January 2022)

In view of the recent legal case of the European Court of Justice, the airlines of the Lufthansa Group are adjusting their refund rules for schedule changes. With immediate effect, a departure time brought forward more than one hour also entitles the passenger to a refund on an involuntary basis.

To the new SKCHG/INVOL policy

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Harmonized Lufthansa Group airlines Agent Debit Memo policy

Harmonized Lufthansa Group airlines Agent Debit Memo policy

(Update: March 2022)

Austrian Airlines, Brussels Airlines, Lufthansa and SWISS have harmonized the ADM guidelines, merging them into one policy. The new ADM policy in accordance with IATA Reso 850m, will apply starting 1 March 2022.

Download the ADM policy

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New ‘Out of Sequence’ guideline – effective 1 September 2023
Note on out-of-sequence reissues
New Out of Sequence guideline

New ‘Out of Sequence’ guideline – effective 1 September 2023

(Update: September 2023)

The Lufthansa Group airlines ‘Out of Sequence’ guideline has been revised. Starting 1 September 2023, an international Lufthansa Group ticket may be changed to an entirely German domestic ticket. The corresponding restriction in case of non-compliance with the coupon sequence will no longer apply.

To the ‘Out of Sequence’ guideline

Note on Out of Sequence reissues

(Update: August 2023)

Always ensure to add the correct entry (starting with "OOS WW") in the Endorsement Box for Out of Sequence reissues. A missing entry may result in an ADM being issued based on the fare conditions. Find out what else you need to observe in our ‘Out of Sequence’ guideline.

To the Out of Sequence guideline

If you have any questions regarding the correct application of the out-of-sequence rules or regarding the exceptions for passengers residing in Austria and tickets sold in Italy (POS: IT), please do not hesitate to contact your Lufthansa Group Agency Support.

New Out of Sequence guideline

(Update: March 2023)

The Lufthansa Group airlines have harmonized the regulations in case of non-compliance with the coupon sequence – as far as legally possible – and published an New "Out of Sequence" guideline". The new guideline is effective immediately and applies to all tickets issued on Austrian Airlines (257), Brussels Airlines (082), Lufthansa (220), SWISS (724) or Air Dolomiti (101) document.

To the Out of Sequence guideline

^{Please note: the Lufthansa Group Agency support will be happy to support you with any Out of Sequence handling.}

^{The SWISS Handling Fee is no longer applicable}
^{The rules for fare recalculation have been harmonized}
^{For standard cases (unused outbound flight coupon), you can reissue the out-of-sequence yourself – without having to request a waiver}
^{The legal exceptions for passengers residing in Austria and for tickets sold in Italy (POS: IT) remain unchanged.}

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