I booked a ticket with Lufthansa (through their website) about a month ago. This was a roundtrip with the outbound trip consisting of 3 flights, and the return trip consisting of 3 flights. When I booked, Lufthansa accepted my credit card and showed a CONFIRMED page where they confirmed my payment and my flight. I got an email with my booking information. All 6 flights are listed as CONFIRMED in the e-mail.
Yesterday I tried to check in to my flight, and I suddenly see that the very first leg of my flight is cancelled. There is an error message at the top of my booking page and it says I should contact the call center. The other flights are still listed as CONFIRMED. I have not been assigned Electronic ticket numbers for any flight. Under my booking it says PAID and it lists the last 4 digits of my credit card. I am unable to check in to the flight.
After many - many - hours trying to get hold of Lufthansa through various means, I am now finding out that my first flight is operated by Copa, and when Lufthansa tried using my card to pay Copa for that flight, Copa rejected this payment due to my bank's currency vs the currencies that are accepted by them. Turns out that for this reason, Lufthansa never charged me for this flight. Despite it still showing as PAID on their own website, I was never charged (I have just confirmed this with the bank and indeed I was never charged). They e-mailed me about this issue a day after my booking, but this e-mail went to my spam folder and I was not aware of this whole issue until I was about to check in.
According to one Lufthansa employee, if I can pay Copa the outstanding amount in the right currency then they can take the remaining payment and my flight can be confirmed. According to Copa, they have no information in their system about their flight because Lufthansa only sent them a booking reference number without any flight information. According to other Lufthansa employees, I must book a whole new flight (currently at unaffordable prices given that my flight is today). My flight is supposed to be in 7 hours and I am at a loss as to what to do.
- In my view, the internal payment arrangements between Lufthansa and Copa are not for me to sort out. In fact it seems an impossible task to sort this out.
- I wonder if I have any rights to this flight at this price given that Lufthansa offered this to me and they accepted my payment method. They also confirmed price and flight by e-mail, and they told me that I had successfully paid for this ticket. They now seem to push for me to buy a completely new ticket at exorbitant prices but that seems wrong.