What is self-service flight rebooking?
You can rebook a booked flight to a different date or time directly in the software. You search for alternatives, see the price up front and confirm the rebooking yourself. The airline confirms it right away.
Automatic rebooking is available for Lufthansa Group flights and is enabled per customer organisation. The "Rebook" button only appears before the trip starts. In all other cases, send a request to our support team (see below).
The route and the travellers stay the same, only the date and time of the flight change. Rebooking always applies to all travellers on the flight, even if the screen only names the lead traveller.
Who can rebook?
Anyone who may cancel the booking can also rebook it:
- the person who made the booking and the lead traveller of the booking,
- everyone in your company who may cancel bookings,
- people who manage trips for others and have the permission to cancel.
The booking must be confirmed.
Rebooking a flight step by step
- Open your trip and click "Rebook" next to the flight. The "Rebook your flight" page opens.
- If you have a roundtrip, choose under "What do you want to change?" the outbound flight, the return flight or "Both legs". Anything you don't change stays as booked.
- Enter a "New date". Optionally enter a "Preferred departure (optional)" time. A date in the past is not possible, and the return flight can't leave before the outbound one.
- Click "Search alternatives". The alternatives found appear in a list. Flights that change are marked "Changed", the others "Unchanged". For each alternative you see, for example, the layover for a connection, an arrival on the next day and the "Additional cost".
- Select an alternative and click "Review & confirm". On the "Review your change" page, your current flight ("Current") and the new flight ("New") are shown side by side, together with the "Additional cost".
- Click "Confirm rebooking". While "Confirming your rebooking" is shown, please don't close the window. Once the airline has confirmed the new flight, you are done.
What does rebooking cost?
You see the "Additional cost" before you confirm. It results from what the airline charges for the rebooking and is charged to your company account. The amount is signed: a plus is a surcharge, a minus is a refund, and at 0.00 € the price does not change.
If the new alternative is cheaper
You pick a cheaper alternative like any other. The airline rebooks the flight right away, and our support team then refunds the remaining amount to you. You don't need to do anything else.
Seat and baggage
A seat and baggage added after booking are not carried over to the new flight automatically.
| Situation | What you need to do |
|---|---|
| The seat was free of charge, or you added baggage after booking | Contact us after the rebooking if you would like these again. A note about this is shown on the "Review your change" page. |
| You paid for the seat when you made the original booking | Nothing. Our support team is informed automatically and takes care of it. |
If rebooking is not possible automatically
If the software can't rebook a flight automatically, click "Contact support". On the "Rebook your flight" page, answer "Which flight would you like instead?", for example with a preferred date, time or flight number, and click "Send request to support". A service agent then takes care of the rebooking personally.
On your trip you then see the note "Change/ Cancellation request status: with our support team".
If you have already sent a request, you read: "Your change request is already with our support team. They will come back to you about this flight."
"We're sorry. Something went wrong. Our support has been already notified." Cause: The last confirmation step with the airline failed. Solution: You don't need to do anything. Our support team has been informed automatically and takes care of it.
No alternatives found
If the airline finds no alternative for your date, you see "No alternatives found." with the note "Please choose another date or time, or contact our support." The search stays on the page, so you can try another date right away or click "Contact support".
Offer expired
"Your rebooking request has expired. Please start the request again." Cause: The alternatives are only valid for a short time, about 10 minutes. Solution: Start the rebooking again.
Rebooking or cancelling – the difference
| Rebooking | Cancelling | |
|---|---|---|
| What happens | You move to a different flight or time | The flight is cancelled and refunded |
| Button | "Rebook" | "Cancel" |
| Costs | "Additional cost", if any | "Cancellation fee" and "Non-refundable fare" are deducted |
| Result | New flight | "Refundable amount" to your original payment method |
To cancel, click "Check cancellation options" and then "Cancel booking & refund". The refund is issued by the airline and can take up to 14 days. A cancellation is final.
What happens after the rebooking?
The new flight appears in your trip. The original flight carries the note "This service was rebooked/cancelled on …".
There is no separate email for the rebooking. You receive the same email with your travel documents as after a booking (subject: "Your Trip on …"). No cancellation email is sent for the original flight.
Frequently asked questions
Can I rebook only the outbound or only the return flight? Yes. Under "What do you want to change?", choose the outbound flight, the return flight or "Both legs".
Can I change the route or the travellers? No. When you rebook, only the date and time change.
Can I choose the class, for example from Economy to Business? The software doesn't offer a choice of class. For wishes regarding the class, please contact our support team.
Why don't I see the "Rebook" button? It only appears before the trip starts and only for flights where automatic rebooking is enabled. Otherwise, send a request to our support team.
Can I still rebook the return flight if the outbound flight has already taken place? The button is no longer available then. Please contact our support team.
What happens to my seat? It is not carried over automatically. If you paid for it, we inform our support team automatically. For a free seat, please contact us after the rebooking.
What if the alternative is cheaper than my booked flight? You can select it. The airline rebooks it like any other alternative, and our support team then refunds the remaining amount to you.
What if no alternative is found? Choose another date or time, or click "Contact support".
Will I receive an email after rebooking? Yes, the same email with your travel documents as after a booking. There is no separate rebooking or cancellation email.
Comments