Customer Service & Contact

If you purchased your flight ticket from a travel agency (including online agencies), please contact your travel agency directly. Your travel agency is responsible for checking and processing any refunds due.

Any refunds due will be issued to the original form of payment in accordance with the terms and conditions of the type of fare purchased. Please note that some tickets are not refundable or carry a service fee that will be deducted from the refund amount. You can find out whether and under what conditions your ticket is refundable in your passenger receipt email under "fare conditions".

I would like to cancel my trip and receive a refund.

You can cancel your trip in the "My Bookings" section and apply for a refund:

• Log in, enter your last name and booking code. Every booking that can be canceled is displayed in your booking overview with a "Cancellation" button.
• Click on the "Cancellation" button next to the corresponding booking and confirm your choice on the following page.
• Your flight booking will now be canceled, and you will receive an automatic confirmation email. If you purchased your ticket online, the refund will be made automatically, and no further action is required. For tickets booked via a travel agency, we ask that you contact them.

My flight was cancelled, and I would like to receive a refund.

If your Discover Airlines flight is canceled, you can apply for a refund in your booking.

A refund is only possible in the following circumstances:

• Your flight was canceled with no replacement.
• The scheduled departure time at your point of departure was brought forward by over an hour or delayed by at least two hours
• The scheduled arrival time at your destination is delayed by at least two hours
• Should flight disruptions occur at short notice on the current or following day, the actual departure time will be delayed by at least five hours.
• Partially used tickets will be refunded proportionally. You can find all the information about your rights as a passenger ​here.

You can select and reserve your preferred seat directly during the booking process. If you would prefer to make your seat reservation after the booking is completed, you can conveniently reserve your seat in My Bookings.

You can find more information on the following page:

You can check in for your Discover Airlines flight in the following ways:

At a counter at the airport:
Learn more about Discover Airlines check-in at Frankfurt and Munich Airports, as well as other international airports:

Online check-in:
You can conveniently check in online 23 hours prior to departure for your Discover Airlines flight. If they wish, customers with a Miles & More account can also enjoy the automatic check-in service.

Online check-in with a tour operator’s code:
If you have booked your flight with Discover Airlines through a tour operator, you can check in via the following link.

No online check-in available?
If your first flight is with another airline, please go to the relevant airline’s website to check in. Please note that you can only check in online from 23 hours before departure, and that check-in closes 60 minutes before departure. If you have problems with the online check-in, please contact our colleagues at the Discover Airlines check-in counter at the airport.

You have the choice of two upgrade offers:

1. Upgrade for an additional charge

You can upgrade from Economy Class to Business Class on your short-haul flight. On long-haul flights, you have the option of upgrading from Economy Class to Premium Economy or Business Class to Business Class, as well as from Premium Economy to Business Class.
It is easy to do this in advance in My Bookings. Depending on availability, you may also be able to upgrade at the airport or once on board.

There is also the option of an upgrade on package tours for an additional charge. Please contact our Service Center with your request no earlier than 48 hours before your departure. You can book an upgrade by stating your tour operator transaction number which you received when booking your package tour, and your last name which you provided when booking. Payment will then be made on the day of departure at the airport.

2. Upgrade with miles

On Discover Airlines flights, all Miles & More customers can now book an upgrade with the miles they have earned and start their vacation feeling even more relaxed. Just like an upgrade for an additional charge, you can upgrade to your cabin of choice on both short-haul and long-haul flights.

As always, you can book miles upgrades via the ​Miles & More website, the ​Miles & More Call Center and with Discover Airlines at the airport, depending on availability.

There is also the option of an upgrade for miles on package tours. Please contact Miles & More with your request no earlier than 48 hours before your departure. You can book an upgrade by providing the name you entered when booking, your Miles & More service card number, and your flight number.

There is a lot to consider when traveling during the COVID-19 pandemic. You can find all the latest information you need to have a safe and pleasant travel experience on the following pages of our partner Lufthansa.

You can rebook your flight so long as your ticket’s fare conditions permit it. Please refer to your passenger receipt or contact your travel agency or the Service Center to see whether your ticket can be rebooked and if there is a fee for doing so. Alternatively, you can also rebook a flight in the My Bookings section.

Depending on the alternative flight selected, additional charges may be incurred for a higher fare. The amount of the surcharge depends on the availability of the selected booking class. This will be communicated to you during the rebooking process.

Depending on the alternative flight selected, additional charges may be incurred for a higher fare. The amount of the surcharge depends on the availability of the selected booking class. This will be communicated to you during the rebooking process.

Discover Airlines offers an extensive range of lounge offerings in Frankfurt and Munich to status customers of the Miles & More, Aeroplan and MileagePlus frequent flyer programs (Lufthansa Lounges & Airport Lounge World).

In Frankfurt, HON status customers have exclusive access to the First Class Lounge and the First Class Terminal, as well as the Business Class and Senator Lounges. As always, Senators and Gold status customers in the MileagePlus and Aeroplan programs can use Business Class and Senator Lounges.

An overview of all lounges can be found on our information pages.

On board, first-class entertainment throughout the entire flight awaits you. On our short- and medium-haul flights, the Onboard Cloud offers a wide range of film and series highlights. You also have free access to digital magazines, periodicals and games on all of our flights in all travel classes. Visit our Onboard Shop along with our Onboard Bar and browse our offers.

Once on board, simply connect to the Onboard Cloud with your own mobile device via WLAN and enjoy the program directly on your cell phone, tablet or laptop. Please note that no Internet connection is available on board. To make optimum use of the Onboard Cloud content, we recommend that you install the latest version of the Google Chrome or Apple Safari browser and the latest update of your operating system before the flight. On board, your device must always be in airplane mode.

Discover FlyNet® is already available on several long-haul aircraft and will be activated on all Discover Airlines long-haul aircraft in the next few months. Please pay attention to the crew announcements and the “Telekom_FlyNet” WLAN, which will automatically become visible as soon as the aircraft has established a connection to the satellite.

If you have any further questions regarding use, please do not hesitate to contact Deutsche Telekom:

• Domestically within Germany: 0800 350 2000 (free of charge)
• From abroad: 00800 868 78687 (toll-free from the EU as well as Switzerland and Norway)
• Telekom mobile telephone short-dialing domestically within Germany: 502000 (toll-free)
• Other domestic mobile networks within Germany: +49 800 350 2000 (toll-free)
• Or via e-mail to Hotspotservice@telekom.de

Headphones are available on board the Airbus A330 long-haul aircraft in ​Business Class, ​Premium Economy Class and ​Economy Class, which are free to use during the flight. Alternatively, you can use your own headphones with a headphone jack to enjoy the entertainment content on your personal HD screen.

You can find all information about delayed or damaged baggage on our information pages.

If your Discover Airlines flight was delayed on arrival by at least three hours, was canceled or you missed your connecting flight, you have the possibility to submit a claim for compensation in accordance with Art. 7 EU Regulation no. 261/2004. Please use our contact form for this.

No, Discover Airlines does not have its own app. To check in, please use our ​online check-in. Your boarding pass will then be sent to your saved email address or by SMS.