Passenger rights

Dear Passenger,

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please ​contact our Service Center or visit the Canadian Transportation Agency’s website​ which may not meet accessibility guidelines.

We will keep you informed by email or alternatively by text. So that we can do this, please give us your up-to-date email address and mobile phone number before your planned flight. The quickest way is to log in, then save your details under ​My Bookings on lufthansa.com and "Passenger details".

Alternatively, you also have the following options:

If you have provided your contact details for your booking during online/mobile check-in or in your Miles & More profile, we will inform you automatically by email or text about your flight status or your rebooking on an alternative flight.

You will receive all the above messages within 10 to 30 minutes of the flight disruption occurring. Up to 90% of passengers on a cancelled flight or whose connection has been delayed will be rebooked within an hour.

We will endeavour to find the best alternative possible, and rebook your flight. We will first attempt to rebook you on a new Lufthansa Group member flight that departs within 9 hours of your original departure. If that is not possible, we will rebook you on any available airline that will get you to your destination within 48 hours of your original departure time. Another alternative will be to provide transportation to, and a ticket to your final destination from, an alternate airport that is nearby.

Nevertheless, if you are not happy with your new flight connection, you also have the option of searching for an alternative flight yourself via My Bookings on lufthansa.com.

When your flight is expected to be significantly delayed, you have the right to receive care from the airline.

This includes: meals and refreshments in reasonable relation to the waiting time, hotel accommodation including transport costs both ways in the event an overnight stay is a result of the delay/cancellation, and the opportunity to make two brief telephone calls or to send two faxes or e-mails. The airline is not required to provide this care if you are responsible for a further delay of your departing flight. In the case of delays of more than five hours, you have the right to have the cost of your ticket refunded within seven days in the amount of the travel not completed or in the amount of the travel already completed if the purpose of the travel was not accomplished due to the delay, and, if applicable, to a return flight to the point of first departure at the earliest opportunity.

You have the right to compensation if your arrival at the destination airport is delayed by more than three hours and the delay cannot be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures; such circumstances include, for example, poor weather conditions, political instability, strikes, security risks, and unexpected deficiencies in flight safety.

If a flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, the carrier must provide passengers with the following, free of charge:

If a flight is delayed on the tarmac at an airport in Canada, the carrier must provide an opportunity for passengers to disembark

If, in the event of overbooking, you are involuntarily denied boarding on a flight you have booked, you have the right to care from the airline as described above. In addition, you shall be offered re-routing to the final destination of your booked flight. This re-routing shall take place at the earliest opportunity and under comparable conditions.

Subject to available seating, you may, instead, travel to your final destination at a later date/time of your choosing, in which case the costs of meals/refreshments, hotel, and transport between the hotel and airport shall be borne by you.

If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to reimbursement and compensation, which can also be provided by cheque or bank transfer or, with your consent, in the form of a gift card. The amount of this payment depends on the distance of the planned route and on the re-routing that has been offered to you.

In the rare situation where there are not enough volunteers, we may deny boarding to other passengers and give boarding priority to:

If, due to a situation within Discover Airlines or required for safety purposes, you're denied boarding, we'll provide you with the following before you board your next flight booked as part of your alternate travel arrangements, unless this would further delay you:

If you’re a passenger who is denied boarding because of a situation within our control, you’ll be entitled to receive denied boarding compensation, unless:

Denied boarding compensation is calculated based on your arrival time at destination and is 900 CAD (if delayed by less than 6 hours), 1,800 CAD (if delayed between 6 and 9 hours), and 2,400 CAD (if delayed by 9 hours and more). Please note that you are not entitled to received delay or cancellation compensation if you have already been paid denied boarding compensation.

For delays or cancellations within our control, in addition to the standards of treatment and information provisions listed above, if Discover Airlines did not advise you of the delay or cancellation at least 14 days prior to departure, you may be owed compensation as follows:

Note that the above standards of treatment do not apply when there is a delay or cancellation due to situations outside of Discover Airlines control.

Certain events, such as adverse weather conditions, technical problems in the baggage handling areas or a bag tag becoming detached, can sometimes lead to baggage items being damaged or not arriving at the destination airport at the same time as their owners.

Dear Passenger,

If your flight has been cancelled or significantly delayed or if you have been denied boarding on a flight for which you have a confirmed reservation, you are entitled to the rights defined in Regulation (EC) No 261/2004 , which entered into force on 17/02/2005. The airline on whose flight the disruption occurs is responsible for granting your rights.

The Regulation shall apply

According to Regulation (EC) 261/2004, a delay is deemed to have occurred when the scheduled departure time is delayed by at least four hours in the case of flights of more than 3,500 km, by at least three hours in the case of flights of between 1,500 and 3,500 km and flights of more than 1.500 km within the EU, and by two hours in the case of flights of up to 1,500 km. When your flight is expected to be significantly delayed, you have the right to receive care from the airline.

This includes: meals and refreshments in reasonable relation to the waiting time, possibly hotel accommodation including transport costs, and the opportunity to make two brief telephone calls or to send two faxes or e-mails. The airline is not required to provide this care if you are responsible for a further delay of your departing flight. In the case of delays of more than five hours, you have the right to have the cost of your ticket refunded within seven days in the amount of the travel not completed or in the amount of the travel already completed if the purpose of the travel was not accomplished due to the delay, and, if applicable, to a return flight to the point of first departure at the earliest opportunity.

You have the right to compensation if your arrival at the destination airport is delayed by more than three hours and the delay cannot be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures; such circumstances include, for example, poor weather conditions, political instability, strikes, security risks, and unexpected deficiencies in flight safety.

If, in the event of overbooking, you are involuntarily denied boarding on a flight you have booked, you have the right to care from the airline as described above under “Delays”. In addition, you shall be offered re-routing to the final destination of your booked flight. This re-routing shall take place at the earliest opportunity and under comparable conditions.

Subject to available seating, you may, instead, travel to your final destination at a later date/time of your choosing, in which case the costs of meals/refreshments, hotel, and transport between the hotel and airport shall be borne by you.
If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to reimbursement and compensation, which can also be provided by cheque or bank transfer or, with your consent, in the form of a gift card. The amount of this payment depends on the distance of the planned route and on the re-routing that has been offered to you: In the case of flight distances

The distance is calculated based on the last destination at which the passenger arrives later than the planned arrival time as a result of being denied boarding or the flight being cancelled.

If you are offered an alternative flight and the arrival time is not later than two hours after the planned arrival time of the originally booked flight for flights of up to 1,500 km, not more than three hours after the planned arrival time for flights between 1,500 and 3,500 km, and not more than four hours after the planned arrival time for flights of more than 3,500 km, the compensation shall only be 50% of the above-mentioned payment amounts, i.e. €125, €200, or €300.
You are not entitled to the compensation described above if you are justifiably denied boarding through your own fault, for health or safety-related reasons, or due to missing or insufficient travel documents.

If the flight for which you have a confirmed reservation is cancelled, you have the same rights to re-routing, care, reimbursement, and compensation as described above.

However, you are not entitled to compensation as per the EU Regulation if the incident can be attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures. Such circumstances include, for instance, poor weather conditions, political instability, strikes, security risks, and unexpected deficiencies in flight safety.

Likewise, you are not entitled to compensation if

If you are downgraded to a lower class, you have the right to receive compensation within seven days. The amount of this payment depends on the planned route and the ticket price paid per segment; in the case of flight distances

If you believe that you can raise a justified claim against EW Discover GmbH based on the aforementioned conditions, please contact us by using the feedback form on lufthansa.com or by post: EW Discover GmbH, Hugo-Eckener-Ring 1, FAC, Building 234, 60549 Frankfurt am Main.

A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found under Europa.eu.