Several days ago, I wrote about my desire to fly Lufthansa Allegris first class. I shared the best deal that I found, and asked y’all if there were any good deals that I was missing. I want to share a little saga I’ve been dealing with in recent days regarding this, about Lufthansa’s bad IT, or something.
In this post:
Trying to upgrade to Lufthansa Allegris first class
Unofficially, Lufthansa is blocking award redemptions and voucher upgrades with its new Allegris first class. That’s not published anywhere (at least on any customer-facing webpage), but some people report being told that by Lufthansa representatives.
A few days ago, a longtime OMAAT reader reached out in regards to my post, and pointed out something that caught my attention. He explained how cash upgrades were seemingly possible from business class to first class, even for the new Allegris product.
He did a lot of research regarding which fare classes needed to be available to trigger this, etc. For example, if you book a business class ticket in the “Z” fare class that includes the route between Newark (EWR) and Munich (MUC), you can upgrade to first class for $1,260, assuming the “A” fare class is available in first class.
So he kindly helped me find an attractive business class fare, and I booked it, super excited to be reviewing the new Allegris first class. After ticketing my reservation, I saw the option to upgrade, exactly as I was expecting — score!
It worked all the way until the payment page, but then I got an error message, saying there was a technical glitch, and I should contact Lufthansa if the problem persists.
So I called Lufthansa’s US hotline, and the associate confirmed that the upgrade was available, and got ready to take my payment. After a moment, he said “sorry, it’s not possible, first class is sold out.” Obviously he was completely wrong — the flight still showed all three seats for sale, and I realized that arguing with him wouldn’t get me anywhere.
I then figured I’d try through the app. So I did that, and I got the same error message. However, this time around my ticket actually showed as upgraded, and I was able to select a first class seat, despite having not submitted payment. Huh?!
I knew this wouldn’t stick without payment, so I called Lufthansa, and wanted to see if an agent could process payment by phone, if the upgrade was already “confirmed” (or whatever you want to call it). The agent tried to accept payment, but this time around had a different excuse, telling me that cash upgrades aren’t available in advance, but can only be done at the airport. That’s of course completely wrong, once again.
At this point it occurred to me what was almost certainly going on. Clearly Lufthansa also blocks paid upgrades to its new Allegris first class. I had assumed that wasn’t actually the policy up until that point (or that it had changed), since you’d think the airline wouldn’t offer the upgrade in that way, or that at least one of two Lufthansa representatives on the phone would explain that this is the reason, rather than making up other excuses.
How ridiculous to block upgrades, but then to continue displaying the option, with an incorrect error message on the payment page. I suppose it should’ve occurred to me earlier, but for whatever reason, it didn’t. So consider this a warning, if you find yourself in the same situation that I do.
I don’t understand Lufthansa’s Allegris approach
I totally understand Lufthansa’s desire to sell its Allegris first class seats, given that there are only three of them per A350. So it’s not surprising that the airline isn’t making award seats available or allowing upgrade vouchers to be used in advance.
However, I find it a bit puzzling that Lufthansa is blocking paid Allegris first class upgrades even close to departure. For example, I’m seeing flights in the coming days with zero first class seats sold, yet the airline still isn’t allowing upgrades for cash.
Lufthansa can of course set the price, so if Lufthansa just wants a lot of money for the upgrades, the airline can always charge a lot. But to not sell upgrades at all — especially when the airline can set the cost — seems illogical. The value of an empty seat once the aircraft door closes is zero, so you’d think the airline would want to generate some revenue.
Hopefully this policy is updated over time, and this is just due to the novelty. In the meantime… *looks up fares to and from Bangalore*.
Bottom line
I can officially confirm that Lufthansa doesn’t seem to be allowing any sort of upgrades to its Allegris first class. I knew that award seats and upgrade vouchers couldn’t be redeemed, but Lufthansa’s website was suggesting that cash upgrades were possible. The entire process works seamlessly, until you get to the payment page, and then you get an error.
At a minimum, there’s an opportunity here to improve the technology and also train agents about the company’s policy. Though ideally Lufthansa would just update its policy for upgrades to be a bit less illogical, since no one wins when first class cabins go out empty.
I also encountered a strange issue: I have a full fare paid ticket in Allegris F, and I can (still) chose any seat I desire, including the middle suite (for + EUR 2.900). However, the front end and the travel agency system shows that the flight is fully booked in F. The flight departs in 10 days.
Any ideas of what is going on?
I think this is a glitch (never in our favour of course) from the past that has been perfected under Allegris. I have had this happen a number of times in the past and I complained heavily as, as one of your readers says “it’s very easy to fix” and smacks of “bait and switch”. A couple of times the price even went up, yet still not bookable. I got smarter and when it happened...
I think this is a glitch (never in our favour of course) from the past that has been perfected under Allegris. I have had this happen a number of times in the past and I complained heavily as, as one of your readers says “it’s very easy to fix” and smacks of “bait and switch”. A couple of times the price even went up, yet still not bookable. I got smarter and when it happened I took a screen shot and sent to the HON circle line (which probably helped) and was able to book, but not every time.
Funny that there was never a problem to book when the upgrade leg was CHF2,800…
I’m sure though that they are trying to implement the AF system…and I’m sure trying to manage the idiotic 1.5 middle seat in alegris F doesn’t help…
The CSRs not knowing what's going on and the website displaying incorrect error messages is deeply frustrating. Both of those things are "easy" to fix...
I had the same thing happen with me for an upcoming flight; purchased a fully refundable business class fare (C) ORD-MUC and was offered a buy up to first. Unable to complete the transaction on the web or on the app.
Called the SEN line and they were unable to process the upgrade either. They didn’t offer any insight, only “it doesn’t go through. It cannot be done”
Flight is empty in F as...
I had the same thing happen with me for an upcoming flight; purchased a fully refundable business class fare (C) ORD-MUC and was offered a buy up to first. Unable to complete the transaction on the web or on the app.
Called the SEN line and they were unable to process the upgrade either. They didn’t offer any insight, only “it doesn’t go through. It cannot be done”
Flight is empty in F as of now. Perhaps someone with HON status can make it happen but at this point it doesn’t look like it .
It makes no sense that they would put all this time and money into developing a first class product and restrict it so heavily.
I had the same thing happen with me for an upcoming flight; purchased a fully refundable business class fare (C) ORD-MUC and was offered a buy up to first. Unable to complete the transaction on the web or on the app.
Called the SEN line and they were unable to process the upgrade either. They didn’t offer any insight, only “it doesn’t go through. It cannot be done”
Flight is empty in F as...
I had the same thing happen with me for an upcoming flight; purchased a fully refundable business class fare (C) ORD-MUC and was offered a buy up to first. Unable to complete the transaction on the web or on the app.
Called the SEN line and they were unable to process the upgrade either. They didn’t offer any insight, only “it doesn’t go through. It cannot be done”
Flight is empty in F as of now. Perhaps someone with HON status can make it happen but at this point it doesn’t look like it .
It makes no sense that they would put all this time and money into developing a first class product and restrict it so heavily.
Oh good grief the way to showcase a new product that's Finally dribbling and drabbling out after 9 years or whatever in forced gestation is to Invite their frequent fliers (as opposed to cc points mavens) to cash upgrade their J tickets "to experience the bestest ever" (insert random superlatives here), if they're not sold out.
It's been too long coming, and Lufthansa STILL f'ed it up as we can all note the whole idea...
Oh good grief the way to showcase a new product that's Finally dribbling and drabbling out after 9 years or whatever in forced gestation is to Invite their frequent fliers (as opposed to cc points mavens) to cash upgrade their J tickets "to experience the bestest ever" (insert random superlatives here), if they're not sold out.
It's been too long coming, and Lufthansa STILL f'ed it up as we can all note the whole idea was Allegris was launching in their 777X's. So they delayed product improvements for their customers for near enough 10 years for what turns out to be absolutely No reason (since the 777x is still farting around but that's OK at least Boeing's c-suite having been coining it).
Why do you want to fly LH FC ?
It is probably the worst FC available.
(Service unfriendly, catering: rubbish food & expensive drinks ‘forgotten/not loaded’, old hard product comfortable but needs refurbishment incl tiny screens / the new Allegris disaster heralds the end of LH FC: 2 good seats and a prison cell! Schwachsinn!)
It’s still a good experience but all others are better - even BA.
Basically you have AA, BA,...
Why do you want to fly LH FC ?
It is probably the worst FC available.
(Service unfriendly, catering: rubbish food & expensive drinks ‘forgotten/not loaded’, old hard product comfortable but needs refurbishment incl tiny screens / the new Allegris disaster heralds the end of LH FC: 2 good seats and a prison cell! Schwachsinn!)
It’s still a good experience but all others are better - even BA.
Basically you have AA, BA, LH, LX as the budget FC world. Or as Carsten defines it: premium!
Then the true luxury FC: AF, all Gulf airlines FC. The cost is significantly higher.
I don't think it is specifically blocking upgrades to Allegris. I always have issues processing paid upgrade on LH app, even from CDG to MUC from eco to biz. Payment fails, the upgraded seat sticks around for some time (maybe half an hour) and then returns back to economy (often worse seat than I had originally).
Did you try speaking German to the phone rep? Seriously, maybe it'll be more successful if you call the German Hotline instead of the USA one?
+49 (0) 69 867 99400
i try to be politically correct, so don't call me on what i cite here as experience obtained through a number of observations on all kinds of "non standard requests" - i have always obtained the best results with (male) german speakers from the senator line in germany +49 69 86799666.
I would not fly with an airline whose country always disrespects the President.
How is Germany disrespecting its President, Steinmeier?
Unfortunately, LH‘s phone reservations agents are chronically incompetent and not very customer oriented solution oriented. Call two times, and you will get three different contradictory information from them …
Not correct. If you have sen or hon status all is Fine. And with first Class Ticket you can call the dedicated First Class Hotline. If you call the non Status Airline on and other Airlines you have the Same Problems
I had the same issues during my years as a SEN …
Paid Upgrades only Go through If BC F is available. Since BC A are zeroed Out on allegris flights the paid Upgrade does Not work
Surely upfaring is still possible, so Lufthansa does sell "upgrades" at the "price they set", right? It's just discounted upgrades they don't offer which is understandable (although I think LHG is seriously overvaluing their crappy product and they won't like the reality check they're about to get).
Very interesting on the topic of getting all the way to the payment and then it fails and you have to call the booking team. It seems this is consistent across all the LH airlines. A few days ago I tried to book Swiss open jaw ticket but I wanted an overnight at each end in Zurich, it allowed me to get to the end and then it failed as well. When I called them...
Very interesting on the topic of getting all the way to the payment and then it fails and you have to call the booking team. It seems this is consistent across all the LH airlines. A few days ago I tried to book Swiss open jaw ticket but I wanted an overnight at each end in Zurich, it allowed me to get to the end and then it failed as well. When I called them they told me ZRH LHR was fully booked, then fully booked all day on all flights and then same for the next 3 days. I asked them to book me a single ZRH LHR ticket and there was availability. We went back to my original ticket and guess what, all flights were full. The agents are simply reading off a script and no amount of logic will work. My point of the post is that with all LH airlines when you get that error message you can be 99% sure you are not going to book it and you can’t reply on the web based booking engine.
Is the booking only EWR-MUC or do you have a connecting flight ?
I had the problem with Swiss some time ago.
Checking the whole connection (HAM-ZRH-BKK), A-Class was available, but checking the flight needed (ZRH-BKK) A-Class was not available, and that was the problem, as the yield management only looks at the flight inventory itself.
I’m not sure if the glitch is a recent issue because I was able to do a cash upgrade to Allegris F on MUC-BLR in February. Got an email with the offer to upgrade a couple of days before my flight and the upgrade went through fine online.
Correction: I didnt actually get an email offering an upgrade but rather was able to see it on the app / when I logged into my account.
What type of ticket were you booked in?
Paid ticket on booking class P
just do an RTW ex-TYO for ~8k and you'll get a bunch of flights out of it.
I'm still seeing Bengaluru to Amman via Munich and Frankfurt in First one way on the A350 for about $2940 USD on Lufthansa's website, no one seems to care though, I feel like Cassandra in reverse.
An allegris F video reviewed by Nonstop Dan (around 26min mark) mentioned they block all other First seats after one has been booked on that leg, presumably part of a "training period" control for the crew. Could this be the reason?
might have an idea or two for ya
Keep repeating the process on the website and app maybe it will go through.
Weird if it was offered. I’ve only seen the same error with tickets books via a partner airline. booking with AC and trying to upgrade a LH/LX flight won’t work anywhere but at the gate. You get the same payment error / seat select issue.
I will be very curious to see if upgrades are possible on the YUL route with LX.
I’ve also noticed that discounted First Class prices NYC to Europe (on Lufthansa and Swiss) have jumped up a minimum of $12k RT. In the past you could secure a discounted paid First fare for about $8-$9k. Must be setting a new floor for Allegris First fares even if it’s the old First Class product.
@ JP -- I think it's more that ex-US premium fares have gone up considerably in recent years, especially in first class. There are still much better deals to be had for ex-EU tickets. Keep in mind that Air France has jacked up its first class fares by a lot more, so it's not surprising to see Lufthansa do the same (while still being much cheaper than Air France).
Off topic - but was just wondering if you know much about Emirates next batch of A350s - they announced yesterday they were going to be flying them to Adelaide to replaces the 777s. It was widely known that 12 of the 350s were going to be used short to medium haul as they don’t have crew rests and that the rest were going to be used for long-haul but in the press-release they said...
Off topic - but was just wondering if you know much about Emirates next batch of A350s - they announced yesterday they were going to be flying them to Adelaide to replaces the 777s. It was widely known that 12 of the 350s were going to be used short to medium haul as they don’t have crew rests and that the rest were going to be used for long-haul but in the press-release they said it’s going to be a 900 ULR - have they ordered the same ULR version as Singapore Airlines did for Singapore to New York, and do you reckon they may have a slightly upgraded business class product in line with the news that the 777x’s will get doors? Thank you!
@ George Lance -- Thanks for bringing that up! Unfortunately Emirates has confirmed they'll have the same business class seats as on the current A350-900s, which is disappointing.
Regarding the ULR designation, I don't think Emirates actually ordered the A350-900ULR (like Singapore Airlines), but rather that it is using that designation internally to differentiate it from the A350s without crew bunks. Someone correct me if I'm wrong, but that's my understanding, and I also don't...
@ George Lance -- Thanks for bringing that up! Unfortunately Emirates has confirmed they'll have the same business class seats as on the current A350-900s, which is disappointing.
Regarding the ULR designation, I don't think Emirates actually ordered the A350-900ULR (like Singapore Airlines), but rather that it is using that designation internally to differentiate it from the A350s without crew bunks. Someone correct me if I'm wrong, but that's my understanding, and I also don't see how Emirates would need the extra range.
I don't think anyone here would fault you for reaching out to LH Corporate Communications and ask for a favor
Have you attempted to book an award (or refundable J ticket) and upgrade at check in? If they don't offer it you can cancel the ticket
@ Brad B -- It's my understanding that first class upgrades are totally blocked on Allegris jets, even at check-in. But if anyone has a different data point, I'd love to hear it. :-)
@Ben
Do you still want to fly this itinerary without upgrade to Allegris?
Even if your ticket is not refundable, try to cancel it by referring to “Inhaltsirrtum” (error in content) under German law.
You were aware of the possibility of cash upgrades to Allegris First which made you booking Lufthansa.
The fact that after the booking they promoto a cash upgrade supports your standpoint. If you were sure that they would not offer upgrades...
@Ben
Do you still want to fly this itinerary without upgrade to Allegris?
Even if your ticket is not refundable, try to cancel it by referring to “Inhaltsirrtum” (error in content) under German law.
You were aware of the possibility of cash upgrades to Allegris First which made you booking Lufthansa.
The fact that after the booking they promoto a cash upgrade supports your standpoint. If you were sure that they would not offer upgrades in general, you would not have booked the flight.
However, once you find out about your content of error, you need to immediately inform your contract partner.
Maybe reach out to Dr. Boese
Following your analysis, what are the chance for at airport upgrade since by that time they should know they’re not selling them. Risky for the flyer but any info on “at airport for sale upgrades?”
@ Bill n DC -- Every report I've seen suggests that it's not possible, unfortunately, so it's not something I've pursued.
This also sadly highlights just how much lying and misinformation is spewed by representatives. You were told several inaccurate statements and most likely even the best training would not cure this most common situation.
@ J Smithers -- Indeed, it's amazing how phone agents will so often say just about anything.
Well, Ben, they do need to get you off the phone—especially if they don’t know how to solve your issue. One of the key metrics they’re judged on is call duration. And if your call was routed to an Indian call center, chances are the conversation followed a strict script. There was a time, years ago, when you could simply walk into one of the airlines' city ticket offices... alas, those days are long gone.
The fares from Bangalore to Manchester/Glasgow are fairly reasonable (cheaper than the Sofia example in your previous post), and you could combine it with the Global Airlines inaugural ;)
This is the best suggestion yet.
Hey :) ich habe noch einen Tipp für ein Booking in First.
Robag4891 ist mein Instagram !
Ich habe einen kleinen Trick genutzt :) Geht aber nur bei langfristiger Buchung .
LH is pulling every angle other than full fare cash bookings. I would not be surprised if LH extends this to the old F. You have to accept it is what LH's F has become.
While I really enjoy sitting in the Row 1 of the B747-8i, the writing is on the wall I’m using the rest of my miles & more with 3 long hauls and a one off Swiss First due to an equipment change hack
Even the FCT Ducks are simply white last month
Plus Future “Dynamic Pricing” also off putting to say the least. LOL
@ Jack -- Call me an optimist, but I don't necessarily see it that way. I think Lufthansa is still trying to figure out its best approach with revenue management and pricing with just three first class seats, and with one being a double suite. That inventory can be hard to manage.
It just wouldn't make sense for Lufthansa to totally block upgrades, etc., on older planes, with eight first class seats. The full fare demand just isn't there on many days.
Seems like they are using the StarLux policy… No upgrades until check in at the airport and then one constant flat ridiculous price even if first class is empty. Every time I’ve flown Starlux first is empty and every time I ask about an upgrade it’s a flat $5,000 from Business to First.
@ Jason -- Grrr Starlux, a first class product I still need to try. But I can't get excited about flying Starlux first class short haul within Asia, and paying $5K for a cash upgrade is absurd.
1) don’t book Lufthansa flights with the Safari browser
2) if that’s not the problem, you might be victim of another glitch: sometimes the booking goes through before payment, even an airline Filekey is created, but it gets cancelled automatically after an hour or so. The selected seats stay blocked for that time. So if there is limited availability (like in First Class), no new seat availability shows up before the automatic cancellation of...
1) don’t book Lufthansa flights with the Safari browser
2) if that’s not the problem, you might be victim of another glitch: sometimes the booking goes through before payment, even an airline Filekey is created, but it gets cancelled automatically after an hour or so. The selected seats stay blocked for that time. So if there is limited availability (like in First Class), no new seat availability shows up before the automatic cancellation of the „premature“ reservation. Wait and try again.
@ Neuron -- For what it's worth, I was using Chrome. Regarding the "wait and try again," I noticed what you're mentioning as well, and I did wait until the space went back into inventory, and it still didn't work.
Every time I've attempted to work with Lufthansa client services it's been a nightmare. Every time. Even with first class tickets purchased in cash.
Ben, this is an airline for whom client service is a foreign concept.
I have to agree. I had the same problem. Every single time I contacted Lufthansa service.
What are the top 3 carriers likely to react meaningfully after Ben posts something like this, and what are the 3 least likely to react (or most likely to react badly)? Let's omit from the discussion any carriers whose headquarters are near ancient pyramids.
@ DenB -- No EgyptAir?! Grrrr! How about TAAG? :p
I'm not actually surprised but a small part of me is surprised they never contacted you given that I think your review is still one of the only reviews I've seen of their first class product.
How disappointing! I hope you can cancel your Business ticket.
I recently was blocked from buying a ticket because “we blocked you because your browser appears to be a bot” on the payment page. Maybe LH just doesn’t want to sell any tickets?
We won't take your money because Excuse 5, Excuse 17, Excuse 23.
The opposite of Security is Convenience.