Had a Lufthansa flight delayed or cancelled? Here is how to claim.
This guide explains who Lufthansa is, how they usually answer claims, what your rights are, and how to send Lufthansa a proper letter by Royal Mail.
About Lufthansa
Lufthansa is the national airline of Germany. The full legal name is Deutsche Lufthansa Aktiengesellschaft (Aktiengesellschaft is German for "stock corporation"). The name comes from "Luft" (air) and "Hansa" (the Hanseatic League of medieval trading cities). The company today was founded in 1953 as "Luftag", acquired the name and logo of the original 1926 Deutsche Luft Hansa in 1954, and made its first commercial flight on 1 April 1955. Lufthansa is over 70 years old, with a heritage going back 100 years.
Lufthansa is the heart of Europe's largest airline group. The Lufthansa Group owns 11 airlines: Lufthansa, SWISS, Austrian Airlines, Brussels Airlines, Eurowings, Discover Airlines, Air Dolomiti, Lufthansa CityLine, Lufthansa City Airlines, and ITA Airways (41% stake since January 2025, with options for full ownership from 2029). The group runs around 730 planes and carries over 135 million passengers a year.
The head office is in Cologne, Germany (not Frankfurt). Main hubs are Frankfurt and Munich. Lufthansa is publicly traded on the Frankfurt Stock Exchange (DAX index, ticker: LHA). CEO: Carsten Spohr. Lufthansa is a founding member of Star Alliance (1997, alongside United, Air Canada, Thai Airways, and SAS). One important difference from most UK-flying airlines: Lufthansa does not use AviationADR or CEDR for complaints. Instead, Lufthansa uses the German arbitration scheme called Söp (Schlichtungsstelle Reise & Verkehr e.V.), based in Berlin. UK passengers can apply to Söp for free; decisions are binding on Lufthansa under German law. If you prefer a UK route, the CAA's PACT team or Money Claim Online are your options.
Registered office
Lufthansa German Airlines (UK establishment)World Business Centre 1, Newall Road
Hounslow, London Heathrow Airport
TW6 2FA
United Kingdom
UK Companies House overseas company number: FC004494 · UK establishment number: BR000814 (opened 21 December 1955) · German parent: Deutsche Lufthansa Aktiengesellschaft, Venloer Strasse 151–153, 50672 Köln · Cologne Companies Register: HRB 2168 · Frankfurt Stock Exchange ticker: LHA (DAX listed) · Regulator: German Federal Aviation Office (LBA); CAA for UK consumer matters · IATA / ICAO codes: LH / DLH
Group structure
Deutsche Lufthansa AG (parent company)
Public company owning the whole Lufthansa Group. Listed on Frankfurt Stock Exchange since 1966; DAX member. State ownership ended in 1994. Shareholder split: around 67% German investors, 10% Luxembourg, 8% US, 3.6% UK. HQ: Venloer Strasse 151–153, Cologne. If you need to take Lufthansa to court in the UK, you serve papers on the UK establishment at Heathrow, not the German parent.
Frankfurt Stock Exchange ticker LHA. UK Companies House FC004494.Lufthansa Airlines (the network airline)
Main passenger airline for UK–Germany routes. Operates Frankfurt and Munich hubs with Airbus and Boeing aircraft (A320 family, A330, A340, A350, A380, Boeing 747, 777, 787). The legal entity is still Deutsche Lufthansa Aktiengesellschaft — the same company as the parent.
IATA code LH / ICAO code DLHLufthansa CityLine and Lufthansa City Airlines (regional airlines)
Two regional brands. CityLine (founded 1958) flies smaller Embraer and CRJ jets feeding Frankfurt and Munich hubs. Lufthansa City Airlines is a new airline that started in June 2024, based in Munich. Both are separate legal entities. Some UK regional flights carry an LH flight number but are operated by one of these — the operating carrier is different and your UK261 claim goes against them.
Both use Söp for complaintsOther Lufthansa Group airlines
Also owns SWISS (Switzerland), Austrian Airlines (Austria), Brussels Airlines (Belgium), Eurowings (German low-cost), Discover Airlines (German leisure), Air Dolomiti (Italian regional), and 41% of ITA Airways (Italy). Each is a separate legal entity with its own Air Operator's Certificate. UK261 claims go against the operating airline. All Lufthansa Group airlines use Söp for complaints.
All group airlines use Söp arbitrationWhat a Lufthansa reply usually looks like
- 1Automated email confirming receipt of your EU261 claim from lufthansa.com. Usually arrives within a day.
- 2First response within 30 days; full response within 60 days — Lufthansa's official policy.
- 3Rejection on "extraordinary circumstances" grounds — commonly German ATC issues, Frankfurt or Munich airport restrictions, or weather.
- 4Offer of Miles & More award miles, a Lufthansa eVoucher, or travel credit instead of cash. You do not have to accept — UK261 entitles you to cash under Article 7.
- 5A claim that the flight was actually operated by Lufthansa CityLine, Discover Airlines, ITA Airways, or a Star Alliance codeshare partner, redirecting you to claim from them instead.
- 6A final response letter. If escalating further, Lufthansa uses the German Söp arbitration scheme — not UK schemes like AviationADR or CEDR. UK passengers can apply to Söp at soep-online.de, or use CAA PACT, or go to Money Claim Online.
How much can you claim from Lufthansa under UK261?
Compensation amounts are fixed by flight distance and apply to delays of three hours or more at the final destination, cancellations with less than 14 days' notice, and denied boarding. The flight distance is the “great circle distance” between the departure and arrival airports, not the route flown.
| Flight distance | Delay length | Amount per passenger |
|---|---|---|
| Up to 1,500 km (e.g. London to Dublin) | 3 hours or more | £220 |
| 1,500 km to 3,500 km (e.g. London to Athens) | 3 hours or more | £350 |
| Over 3,500 km (e.g. London to New York) | 3 to 4 hours | £260 |
| Over 3,500 km | 4 hours or more | £520 |
Source: UK Civil Aviation Authority, UK261 compensation guidance.
Your rights
UK Regulation 261/2004, Article 5 (cancellations)
Flight cancelled less than 14 days before take-off? Two choices: full refund or alternative flight — your choice, not theirs. On top of that, you can usually claim cash compensation too. The amount depends on distance.
UK Regulation 261/2004, Article 6 and the Sturgeon ruling
For delays: Article 6 covers delays. The 2009 Sturgeon ruling established that a delay of 3 or more hours earns the same compensation as a cancellation. UK kept this rule after Brexit. Lufthansa (a German and EU airline) also falls under EU EC261 — amounts are nearly identical in pounds and euros.
UK Regulation 261/2004, Article 7 (compensation amounts)
Sets the cash amount: £220, £350, £260, or £520 per passenger — based on distance and arrival delay. Lufthansa cannot pay less because your ticket was cheap or you flew Economy.
UK Regulation 261/2004, Articles 8 and 9 (refund and care)
Article 8: choose refund or new flight. Article 9: Lufthansa must provide free food, free drinks, two phone calls or emails, and a hotel if an overnight stay is needed. Frankfurt and Munich handle care well; UK regional airports may use ground service partners. Keep all receipts.
UK Regulation 261/2004, Article 10 (downgrades)
Lufthansa cabins: Economy, Premium Economy, Business, First (currently rolling out the new Allegris product). If downgraded to a lower class: 75% of ticket price refund for long-haul (over 3,500 km); 50% for medium-haul (1,500–3,500 km); 30% for short-haul (under 1,500 km). The percentage applies to the price of the sector downgraded on, not the whole journey.
UK Regulation 261/2004, Article 5(3) (extraordinary circumstances)
Lufthansa can avoid paying only if BOTH: (a) the cause was outside their control AND (b) they could not have prevented it. What counts: bad weather, war, real security alerts, ATC strikes by third parties (common in Germany and France). What does NOT count: Lufthansa's own staff strikes (confirmed by CJEU TUIfly ruling), normal aircraft faults, crew illness (per the 2024 Lipton ruling). Lufthansa staff strikes have been a real issue in recent years and do not exempt them from paying.
Limitation Act 1980, section 9 (time limits)
6 years in England, Wales and Northern Ireland; 5 years in Scotland. Confirmed by Dawson v Thomson Airways [2014]. German law has different limits (3 years from end of the year the claim arose), so if using Söp, do not delay.
Common Lufthansa situations
UK to Frankfurt or Munich flight delayed
UK–Frankfurt or UK–Munich is 1,500 km or less, so the £220 amount applies per passenger (£880 for a family of four). Lufthansa often blames German ATC. ATC strikes by third parties usually ARE extraordinary circumstances. But knock-on delays from earlier flights or routine congestion are NOT. Demand specific evidence.
Flight operated by CityLine, Discover Airlines, or another Group airline
Check the operating airline on your boarding pass. Your UK261 claim goes against the operating airline, not Lufthansa mainline. All Lufthansa Group airlines use Söp, so the escalation route is the same. But the correct legal defendant matters if going to court.
Flight hit by a Lufthansa strike
The CJEU ruled that an airline's own staff strikes do NOT count as extraordinary circumstances. Lufthansa must pay. If Lufthansa rejects on this basis, push back firmly. Third-party strikes (ATC, airport staff) usually ARE extraordinary — different rules apply.
Connecting flight through Frankfurt or Munich missed
If booked as one ticket, your UK261 claim is based on the total distance to your final destination (Folkerts 2013 ruling). A delayed UK–Frankfurt first leg causing 4 or more hours late arrival in Tokyo = £520 per passenger. Two separate tickets means UK261 covers each leg separately only.
Lufthansa offered Miles & More miles instead of cash
Miles & More covers Lufthansa, SWISS, Austrian, Brussels Airlines, ITA Airways, and more. Miles are not cash. Article 7 entitles you to a cash payment. Write back quoting Article 7 of UK261. If refused, escalate to Söp, PACT, or small claims court.
Flight actually operated by a Star Alliance partner (United, Air Canada, ANA, Singapore Airlines)
Your UK261 claim goes against the operating airline. For a UK-departing flight operated by United or Air Canada, UK261 still applies (it covers all UK-departing flights regardless of carrier nationality). For a UK-arriving flight operated by United from the US, UK261 does not apply (non-UK/EU carrier on a non-UK-departing flight).
Downgraded from Business to Economy
Covered by Article 10. Long-haul (over 3,500 km): 75% of ticket price back. The new Allegris cabin product (with Premium Economy, multiple Business and First Class types) means downgrades between any of these trigger the Article 10 refund. The percentage applies to the price of the sector downgraded on, not the whole journey.
Send your Lufthansa claim letter via Royal Mail
PostRight writes your UK261 claim letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter is much harder for Ryanair to ignore than an online form.
- ✓Quotes the right part of UK Regulation 261/2004 for your situation
- ✓States the exact cash amount you are owed under Article 7
- ✓Names the correct operating airline (Lufthansa mainline, CityLine, Discover, ITA, or Star Alliance partner)
- ✓Pushes back if Lufthansa has used the "extraordinary circumstances" excuse
- ✓Gives Lufthansa a clear 14-day deadline to reply
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
How much can I claim from Lufthansa?
It depends on distance and how late you arrived. UK to Frankfurt or Munich (under 1,500 km) = £220 per passenger. UK to other European destinations (1,500–3,500 km) = £350. Long-haul (over 3,500 km) = £260 if 3–4 hours late, or £520 if 4 or more hours late. A family of four on a long-haul Lufthansa flight could claim up to £2,080. On a connecting itinerary booked as one ticket, use the total distance to your final destination.
Is Lufthansa a member of AviationADR or CEDR?
No. Lufthansa is signed up to the German Söp scheme (Schlichtungsstelle Reise & Verkehr e.V.) in Berlin — different from every other big airline flying to the UK. Söp is recognised by the German government and handles around 38,000 air travel complaints a year. UK passengers can apply for free; decisions are binding on Lufthansa under German law.
How do I use Söp to complain about Lufthansa?
First complain directly to Lufthansa and either receive a final response or wait two months. Your trip must be private (not a business trip). The claim must be between €10 and €5,000. The case must not already be in court. Then submit via the Söp online form at soep-online.de. Free; conducted in German or English.
What if Söp does not work or I prefer the UK route?
Use the CAA PACT at caa.co.uk/passengers (not binding, but can pressure Lufthansa). Or use Money Claim Online at gov.uk/make-money-claim. Lufthansa has had a UK establishment at Heathrow since 1955, so court papers can be served in the UK.
What if my flight was operated by SWISS, Austrian, Eurowings, or ITA Airways?
Those are separate Lufthansa Group airlines with their own Air Operator's Certificate. Your UK261 claim goes against the operating airline, not Lufthansa mainline. All Lufthansa Group airlines are members of Söp, so the escalation route is the same.
What if Lufthansa says extraordinary circumstances?
A vague rejection is not enough. Lufthansa must prove the cause was outside their control AND that they could not have stopped it. Real ATC strikes by third parties usually count. Weather usually counts. Lufthansa's own staff strikes do NOT count. Normal aircraft faults do NOT count. Crew illness does NOT count (after the 2024 Lipton ruling). Demand specific details and evidence.
What if Lufthansa offered Miles & More award miles?
You do not have to accept miles. The law gives you the right to cash, not loyalty points. Write back and ask for cash to your bank account, quoting Article 7 of UK261. If refused, escalate to Söp, PACT, or small claims court.
How long do I have to claim from Lufthansa?
For a UK261 court claim: 6 years (England, Wales, Northern Ireland) or 5 years (Scotland) from the date of the flight — per Dawson v Thomson Airways [2014]. German law has shorter limits (3 years from the end of the year in which the claim arose), so if using Söp, do not delay.
Free help and what to do next
Söp (Schlichtungsstelle Reise & Verkehr e.V.)
German arbitration body Lufthansa is signed up to. Free for passengers, binding on the airline under German law, handles around 38,000 air travel cases a year. UK passengers can apply. First complain to Lufthansa and wait two months (or get a final response). Then submit via soep-online.de. Address: Fasanenstrasse 81, 10623 Berlin.
Visit website →CAA PACT (Passenger Advice and Complaints Team)
UK aviation regulator's complaints team. Not legally binding but can pressure Lufthansa. Free. Useful for UK-departing flights where you prefer a UK route over the German Söp scheme.
Visit website →Citizens Advice Consumer Service
Free, independent advice on UK261 and passenger rights. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
Online court for England and Wales. Use if Söp and PACT do not work, or to sue Lufthansa directly. Lufthansa has had a UK establishment at Heathrow since 1955, so court papers can be served on the UK address.
Visit website →Ready to claim from Lufthansa?
PostRight prints and posts your UK261 claim letter via Royal Mail. Tracked 24 is available for £9.99 if you want proof of delivery. From £2.79.
Send a Lufthansa letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day