Quick answer
Start with the original travel agency or portal for servicing questions about its sale. Lufthansa directs agency-ticket refund requests to the seller. For a problem at the airport, contact the operating airline as well.
Find the business that handled the sale
Look at the booking email, invoice, and payment descriptor together. An airline logo on an itinerary does not establish that the airline sold the ticket. Save the agency order number as well as the airline reference.
When you call, ask whether the representative is acting as the original seller or as a separate adviser. A separate fee should be explained before you agree to assistance.
Separate the questions
- Before travel: ask who can quote and issue a ticket change.
- Refund: ask who handles the request and the payment.
- At the airport: ask airline staff about operational arrangements.
- Agency charges: ask the seller for its own fee conditions.
This division is a starting point, not proof of who has authority in every case. Request confirmation for your particular booking.
Avoid conflicting instructions
If several businesses have already looked at the trip, explain what each has done. Do not approve a cancellation with one business while another is processing a rebooking. Keep written confirmations and check the current itinerary after every completed action.
If the original seller is difficult to reach
Use the seller’s verified contact channels and preserve your attempts. Ask the airline what it can see and what action it is able to take. Be cautious of unrelated numbers that claim instant control over tickets sold elsewhere.
Sources reviewed October 3, 2026. Airline conditions can change; verify the rules for your ticket with the issuer. This page is independent guidance.