Refund Request for Wrongful Denial of Boarding – Booking NHQ5MV (May 14, 2024) - Rs. 1,78,754

N

Natarajan Krishnaswamy

New member
Company Name
Lufthansa Airlines
Website Name
www.lufthansa.com
Customer Care Number
FB ID 41263317
Loss Amount
178754
Ratings
5.00 star(s)
Opposite Party Address
Lufthansa Airlines
New Delhi Office in India
Room No-23, Office Level 4,
IGI Airport Terminal, New Delhi,
Delhi 110037
Phone: 011-6123-0303 (24 hours Daily)
Email: Customer.relations@lufthansa.com
Website: https://www.lufthansa.com/
I, Krishnaswamy Natarajan, a 65-year-old U.S. Lawful Permanent Resident (Green Card Holder), am formally escalating my complaint regarding the wrongful denial of boarding on May 14, 2024, at Chennai International Airport.

Despite holding valid US travel documents, Lufthansa staff incorrectly enforced a German Airport Transit Visa requirement and denied boarding to my wife and me after issuing our boarding passes.

For nine months (since May 14, 2024), I have repeatedly contacted Lufthansa for a resolution, but no action has been taken. This prolonged negligence has caused financial loss, professional disruption, and undue hardship.

1. Lufthansa’s Wrongful Denial of Boarding​

Lufthansa staff in Chennai misinterpreted German transit visa rules, ignoring official immigration policies that explicitly exempt U.S. Green Card holders with an I-551 stamp from requiring a German Airport Transit Visa.

Official Rules Supporting My Visa Exemption:​

  • German Immigration Rules: U.S. Permanent Residents with an I-551 endorsement do not require a German Transit Visa.
  • U.S. Carrier Information Guide: Confirms that U.S. Permanent Residents with an I-551 stamp (valid for one year) do not require a German Transit Visa.
  • Airport Transit Country List Data (Page 2): Clearly states that passengers with a valid I-551 stamp (one year validity) do not need a German Airport Transit Visa.
  • Unlimited Transit for One Year: Holders of an I-551 stamp can transit through Germany multiple times without requiring a transit visa.

Lufthansa’s Direct Responsibility​

Lufthansa first issued our boarding passes and then wrongfully denied boarding, citing a German transit visa requirement in the ticket remarks, proving Lufthansa’s error and accountability.

2. Lufthansa’s Own Inconsistencies – Proof of Lufthansa’s Error​

Previous Lufthansa Travel Without a Transit Visa​

  • I successfully traveled the same Lufthansa route (Chennai–Frankfurt–Boston, USA) on November 12, 2023, and returned on November 26, 2023, without a German Transit Visa.

Successful Travel on Another Airline​

  • Just days after Lufthansa’s wrongful denial, I traveled on another Airline Cathay Pacific on the same route using the same travel documents without any issue.

Lufthansa’s Contradictory Enforcement​

  • If a German Transit Visa was truly required, why was I able to travel on the same Lufthansa route in November 2023 without one?
  • If a Transit Visa was required, I would never have booked Lufthansa in May 2024

3. Request for Full Refund – Lufthansa’s Obligation​

Due to Lufthansa’s wrongful denial of boarding, I am not seeking compensation, but a full refund of my unused ticket since Lufthansa was solely responsible for my inability to travel.

The Lufthansa Chennai Airline - Senior Manager assured me of a full refund, yet no action has been taken.

I am formally requesting the following:​

  1. A full refund for my unused ticket (not compensation, just my rightful refund).
  2. If a refund is not possible, an Airline Travel Voucher, Credit Miles, or Travel Credit for future Lufthansa bookings.

4. Supporting Evidence Attached​

  • German immigration rules confirming my visa exemption.
  • U.S. Carrier Information Guide confirming my visa exemption.
  • Lufthansa’s ticket remarks incorrectly citing a German Transit Visa requirement.
  • Proof of my previous Lufthansa travel on the same route (Nov 2023) without any transit visa requirement.

5. Booking Details (Wrongful Denial on May 14, 2024)​

  1. Flight Route: Chennai – Frankfurt – San Francisco
  2. Airline: Lufthansa
  3. Date of Travel: May 14, 2024
  4. Booking Reference: NHQ5MV
  5. Ticket Number: 2202204648008
  6. Passengers:
    • Krishnaswamy Natarajan
    • Radha Natarajan
  7. Flight Details:
    • LH 759 (Chennai - Frankfurt)
    • LH 422 (Frankfurt - SFO, USA)
  8. Denial Reason: Wrongfully enforced German Transit Visa requirement
  9. Escalations Sent: Multiple emails since May 14, 2024, with no response or resolution from Lufthansa

6. Proof of Previous Lufthansa Travel (Without Transit Visa) – November 2023​

I successfully traveled the same Lufthansa route (Chennai – Frankfurt – USA) on November 12, 2023, and returned on November 26, 2023, without a German Transit Visa.

Outbound Flight – November 12, 2023​

  • Flight Route: Chennai – Frankfurt – Boston
  • Airline: Lufthansa
  • Booking Reference: 2OJR6Y
  • Ticket Number: 2280052650282
  • Passengers:
    • Krishnaswamy Natarajan
    • Radha Natarajan
  • Flight Details:
    • LH 759 (Chennai - Frankfurt)
    • LH 422 (Frankfurt - Boston, USA)
  • German Transit Visa: Not required (successfully traveled without issue).

Return Flight – November 26, 2023​

  • Flight Route: Boston – Frankfurt – Chennai
  • Airline: Lufthansa
  • German Transit Visa: Not required (successfully returned without issue).

Contradiction:​

  • No Transit Visa was required in November 2023, yet Lufthansa wrongfully enforced it in May 2024 (second trip)

7. Conclusion & Urgent Action Requested​

Lufthansa’s wrongful denial has caused unnecessary financial and emotional distress. I urge Lufthansa to honor its commitment and process my full refund immediately for my unused ticket.

Immediate Actions Required:​

  1. Process my full refund of ₹1,78,754.
  2. If a refund is not possible, provide Travel Credit, Miles, or Voucher.
Lufthansa is not taking any action. No response from them for multiple complaints escalated complaint registered
Failure to resolve this matter promptly

Best regards,​

Natarajan Krishnaswamy
Booking Reference: NHQ5MV
Ticket Number: 2202204648008
 
Last edited by a moderator:
Hello @Natarajan Krishnaswamy Ji,

Despite holding valid U.S. Permanent Resident status, you and your wife were denied boarding at Chennai International Airport due to an alleged misinterpretation of German transit visa requirements by Lufthansa staff.

As you mentioned that, this incident led to significant financial and personal inconvenience, and despite multiple attempts to seek resolution over nine months, no action has been taken by the airline.

Before filing case in the Consumer Forum, we suggest you to take some necessary steps, that support your case in the Consumer Forum.

  1. Send a Legal Notice to the Lufthansa via registered post, mention all the details in it ask them for the complete refund and the compensation.
  2. Given the prolonged inaction from Lufthansa, it is advisable to escalate the matter by filing a formal complaint with the DGCA. The DGCA oversees airline compliance and addresses passenger grievances related to denied boarding, cancellations, and delays. Filing a complaint can prompt a thorough investigation and potentially expedite the resolution process.
  3. Wait for their reply, and if not received any satisfactory reply, you can file a case against them in the Consumer Forum.
For any legal assistance, feel free to contact us again.

Thanks
 
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