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FlightHub / Lufthansa / refund

1 Canada Review updated:

I have sent and made numerous calls to Flight hub and Lufthansa (email trail below). I had to cancel the flight because my wife was diagnosed with Cancer about 20 days after we booked the flight. We could not fly as we were told not to and her chemo sessions were to start before the flight. So I cancelled the flight.
I was told that I would get a refund for the cancellation from Flight hub ($150X3 = $ 450), and they would approach the airline (Lufthansa), to waive their cancellation charges which is $300 X3 = $900. Once it was cancelled they said that they approached the airline (although they refused to give me any email trail or anything), and that the airline refused to return the cancellation charges. I called and emailed the airline (again difficult to contact besides phone, so emails were sent, but no replies besides the automatic reply that they have received the same), and in the last conversation was told that Lufthansa only gets the money if the person/s fly. If that is the case then the refund goes back to Flight Hub and they are the ones that are keeping the money, not Lufthansa...yet they are giving me the runaround. Not sure at this time what to do..hence this complaint board.

On further checking with Lufthansa, they have told me that they do not collect any funds from Flight hub unless the passenger does fly. All funds are in an escrow account and so theoretically with flight hub, and yet Flight hub is giving me the run around and have sent me to the airline saying that they have the funds and have deducted $300 per person. Per Lufthansa, the $300 per person (for a total of $900 on my booking) is with Flight hub as they only receive funds once the person/s fly with them. In this regard, we did not fly and hence no funds were forwarded/deducted or charged by Lufthansa.

I have not received a reply to my earlier email also. Is there another email account that I have to send the email to?



From: patrick@xxxxx.
Subject: Re: Refund Request {261776}
Date: Wed, 12 Aug 2015 14:49:22 -0400

I had booked 3 tickets for my wife Lena Taylor, son Mikhail and myself Lufthansa record # is 5235XT. Unfortunately we had to cancel our trip as my wife has been diagnosed with breast cancer and is undergoing treatment at Princess Margaret Hospital at is time.
We do have letters to confirm this and can send the same to you if you provide us with a fax#/email address. As of this time we have been offered a partial refund with a loss of $300 per person amounting to a total of $900. As you might understand, Due to the present circumstance, this amount is very important to us and would appreciate if this amount could be refunded in full.

I was told i had a couple of choices, a refund or a credit, when I called I was told that both are not guaranteed, yet the airline informed me that I could have a credit if the agent ( in this case flight hub), speaks to their controller. I am sure that there is a special department that flight hub can speak to if I got the ( controller) name or department wrong.

Appreciate if you can revisit the above tickets/cancellation and get back to us with a favorable reply.
Patrick Taylor.

On Aug 6, 2015, at 2:00 PM, "" wrote:

Dear Patrick,

Good day!
We received your email request and documents for reference number [protected].
The fee of 450.00CAD has been refunded on the same of form of payment and should be received within 2-10 business days.
Thank you,

FlightHub Customer Service

Aug 16, 2015
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  • Tm
      22nd of Aug, 2015
    0 Votes

    Hi Patrick,

    Sorry to hear about your situation.

    I am also waiting for a refund for a cancelled flight from FlightHub (14 weeks) and have been getting the same run around. I just placed a complaint with the Better Business Bureau:

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