Air Berlin Americas, Inc.

Thank you for forwarding the matter once more. We have spoken with the customer yesterday and this morning and advised him that a credit was issued to him and that the problem was caused by an erroneous internal transfer to the fraud department.
I have advised the customer of the credit he will be receiving.
 
Best regards, [redacted]

At this time, I have been contacted...

directly by Air Berlin Americas, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
Actually I received an inquiry seeking information about my complaint from Air Berlin's customer service department but it was due to my complaint through the [redacted]'s office of [redacted] turning the complaint over to the [redacted]'s airline division. As of today, January *, I have received NO response relative to my complaint filed through the Revdex.com. Best wishes to you folks. [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To whom it may concern,
 
I have not heard back from the business and would like to reopen complain ID #[redacted] so I can get a proper response from the business.
 
I received a message back from the airline requesting more time to investigate my case and was not sure if to accept or reject the response. After 6 days the case was closed. Kindly reopen it.
 
Thank You Very Much!
 
   [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted...

directly by Air Berlin Americas, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
Air Berlin has still not even looked at my claim/case, despite me sending them multiple requests to do so over the past two months. They just keep apologizing for not having looked at my case. They ignore all questions regarding compensation and refuse to provide a time frame for addressing my claim.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I Have One World Emerald elite status and thought (erroneously) that all One World partner airlines provided the same quality service. That is the first debunked myth. Air Berlin has the worst costumer service of all the airlines I've flown over the years.
We were booked on a flight from JFK to TXL, but our two checked bags never arrived.
Even though the AA system clearly located the bags location as JFK, when I filed a complaint at TXL as soon as I arrived, the Air Berlin system was completely unable to locate the bags over one full week, and all attempts failed when trying to communicate to Air Berlin that their own One World partner (AA) had located the bags at JFK.
I've lost all hope of finding my bags, and will begin what I expect will be a painful process to get Air Berlin to reimburse: 1) the stuff I had to buy given that they lost my bags; 2) the full content of the bags; and 3) the bags themselves.
I will continue to post reviews on the process of this next step, but I doubt Air Berlin will be helpful at all (given current experience).
I have also communicated with AA upper management, and filed a letter requesting that AA reconsider their partnership with Air Berlin.
I have also warned everyone I know through social media, to NEVER fly Air Berlin.
No wonder Air Berlin is not Revdex.com accredited. They would never be up-to-par. Clearly, they haven't been able to shed the terrible LTU legacy that they carry (and apparently want to hide).

I landed at JFK at noon on a Saturday to find out that my bag did not arrive with me. After 2 hours air Berlin was able to tell me that my bag was still in Abu Dhabi and that it had been requested that the bag be placed on the next flight that should arrive on Sunday at noon. I was also given a number to contact air Berlin about my baggage.
By the end of Sunday I had not received my bag or heard anything from air Berlin. I called the number they gave me over 20 times and no one answered and the voice mail was full so I could not leave a message.
By Monday morning I still had not heard anything or been able to contact anyone at air Berlin. After going a day and a half without any information, someone from air Berlin finally called to say my bag would be delivered today. I waited all day Monday and my bag was not delivered. My bag was finally delivered in the early morning hours on Tuesday.
Air Berlin's service was very poor. The airline should not be allowed to give a phone number out that no one ever answers. It should not be allowed to leave you in the dark for several days about your belongings.

I landed at JFK at noon on a Saturday to find out that my bag did not arrive with me. After 2 hours air Berlin was able to tell me that my bag was still in Abu Dhabi and that it had been requested that the bag be placed on the next flight that should arrive on Sunday at noon. I was also given a number to contact air Berlin about my baggage.

By the end of Sunday I had not received my bag or heard anything from air Berlin. I called the number they gave me over 20 times and no one answered and the voice mail was full so I could not leave a message.

By Monday morning I still had not heard anything or been able to contact anyone at air Berlin. After going a day and a half without any information, someone from air Berlin finally called to say my bag would be delivered today. I waited all day Monday and my bag was not delivered. My bag was finally delivered in the early morning hours on Tuesday.

Air Berlin's service was very poor. The airline should not be allowed to give a phone number out that no one ever answers. It should not be allowed to leave you in the dark for several days about your belongings.

Review: I booked business class round trip travel for 4 people from Dallas (DFW) to Krakow (KRK), Poland on Air Berlin. Our journey from DFW to Krakow was fine. On our return, after sitting on the plane for 15 minutes, we were told that there was a technical issue and we had to deplane. The flight was later cancelled. We were downgraded to economy and booked on Polish Lot AIrlines. By the time we realized that we had been downgraded, we could not get any help from AIr Berlin. Air Berlin did not follow European Union rules (specifically EU regulation EC No [redacted]) for passengers on cancelled flights either in terms of their obligation in informing us about compensation (Article 14 of EC No [redacted]) or compensation for downgrading us (Article10 of EC No [redacted]) or compensation for delay (Article 7 of EC No [redacted]).Desired Settlement: Refunding 75% of our return journey cost as per EU regulation (Article 10 of EC No. [redacted]) = $4800.53

Payment of compensation for 4 passengers per Article 7 of EC No. [redacted] = EURO 2400

Review: On our honeymoon we booked our flights with Air Berlin..I won*t even begin to talk about the tiny seat pitch. This turned out to be a horrific mistake. On the return flight we were sat in chairs (That we paid extra for) right in front of two people who the flight attendants knew were drunk before take off ( They had told them to stop drinking the rum they had brought on board because they were already too unruly). Instead of removing these people they let them continue on the flight and they let them continue drinking their own rum and serving them beers and wine as well. We endured being kicked in the back.. hit on the heads and having our seats shoved the entire 12 hours of our flight. We talked to the flight attendants and were told too bad we would have to deal with it because there was nowhere we could be sat elsewhere. I am extremely upset and will not be traveling Air Berlin again. I would like a refund for the sub-par service we received.Desired Settlement: I would like a refund.

Consumer

Response:

At this time, I have not been contacted by Air Berlin Americas, Inc. regarding complaint ID [redacted].Sincerely,[redacted] And [redacted]

Review: I have written air berlin several times regarding my complaint about both negative customer service that caused me to miss wedding events for my sister's wedding, and safety issues regarding a bird strike on a plane which was then flown 1.5 hours before the pilots recognized something was wrong, and then flown 1.5 hours back to dusseldorf germany. The entire experience was completely mishandled from the start and they have now ignored all of my e-mails and requests. I have only received one e-mail about a month after my complaint that basically said, we don't have time to look into this so you can take this money so we don't have to or you can wait and we will look into it. That was July of 2013. Six months and several e-mails later, I still have no other response. My complaint number is [redacted]. The compound issues of terrible customer service, bad decision making, late planes, and what seems to be low safety standards is too great to be ignored this long.Desired Settlement: I believe my partner, [redacted], and I, who flew together under one reservation, should be refunded for the flights, but also that there should be some response as to who the plane was able to fly for so long before damage, was noticed and that something should be done to prevent this part of the negative experience from happening again. Also, that ground service for Air Berlin should have better training.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Air Berlin Americas, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I flew on Airberlin flight AB7248 from Berlin to JFK on * August. My bag did not make the flight. I filled out a form at the airport, given to me by a very curt and harried Airberlin employee, and was told to call the baggage office the following day. I have since called the number (which I verified with the main Airberlin customer service line, which could provide me with no help other than the number) over fifty times: never has my call been taken. Usually, there is a recording which states that there is no room for voicemail. Occasionally, there is a busy signal. Once, I was able to leave a voicemail. My call was never returned. I have also sent several emails, one of which was responded to unhelpfully. I am very frustrated, and I have not even been able to speak to anyone to find out where my bag is, or how I might go about resolving the issue. It is now almost two weeks past my flight--I have nearly given the bag up for lost.Desired Settlement: I would like my suitcase (and possessions) back, and I would appreciate compensation from the airline for their TERRIBLE handling of this matter and the serious inconvenience it has caused me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My family and I flew from Berlin-Tegel to CPH on October, **, 2014 using AirBerlin. When we got on the plane, there was no room left in the overhead baggage compartments near our seats. I was not allowed to keep my bag, since it was the front row. My laptop computer was in my bag (and also inside an additional padded case). The airline attendant took my bag and first tried to make it fit into the first compartment on the plane's left side (a small compartment for the crew). He pushed it up twice, but it would not shut with my bag in it. I asked him to please be careful with the positioning. He then took it out and moved back towards the middle of the plane where he again tried to fit it into a compartment on the plane's left side. He had to push the compartment quite forcefully to get it to shut. It took him two tries. At this point I very explicitly said "Please be careful, my laptop is in there". When I got home, I discovered that my laptop screen had been cracked apart at the base on one side. The hinges and wiring on one side are exposed, the front of the screen is bent and peeling off, and I now cannot close the laptop lid without it causing it to pop the back of the screen off further. I am very upset about this since if I had been the one putting my bag in the overhead, it never would have happened. I would never have tried to force it into an over-full compartment. The damaged computer is a macbook pro 15 inch 2.53GHz Intel Core Duo, Anti-Glare screen 8GB RAM 1TB hard drive. Repair has been assessed by a local repair center - LAN-Master Malmö - at ~12000 SEK. AirBerlin is responsible for the damage and should cover the cost of repair or replacement. I filed a complaint (ref: [redacted]) on October **, 2014. I also filed two follow up complaints (though I am not sure they went through, since the system is buggy). I sent AirBerlin pictures of the damage in the first filling, but they have been stalling on responding to my claim for over a month. The only thing I was offered so far was a 75 Euro VOUCHER for a future ticket. I consider this a huge insult. The damage is assessed at almost 1300 Euro (12000 SEK). Their system is set up such that there is literally nothing you can do except wait when you have a complaint. Customer service is completely unhelpful. This company needs to take it’s customer concerns much more seriously!Desired Settlement: I want AirBerlin to respond to my complaint IMMEDIATELY and to cover the cost of repair (12000 SEK/1300 Euro). At this point, they should also give me a ticket voucher for all of the time I have wasted trying to deal with this issue. I have supplied pictures, the repair estimate, and have done my best to give all needed information in a timely manner. That they cannot do the same is pathetic.

Consumer

Response:

At this time, I have been contacted directly by Air Berlin Americas, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Air Berlin has still not even looked at my claim/case, despite me sending them multiple requests to do so over the past two months. They just keep apologizing for not having looked at my case. They ignore all questions regarding compensation and refuse to provide a time frame for addressing my claim.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted] Thank you for contacting us. We appreciate your taking the time and trouble to send us your feedback. We again would like also to extend to you our regret for the inconveniences suffered by the damage of your laptop computer and hope for your understanding that it can not be attributed to airberlin any responsibility for that. Yours sincerely [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[First, please note that I filed a “complaint”. I did not submit “feedback”. I expect AirBerlin to treat this as a complaint and to take my claims seriously. After a three month wait, I find it completely unprofessional that one single sentence is the most explanation that AirBerlin can offer to me in response to my complaint. This is simply not an adequate or sufficient response.Second, please note that the AirBerlin agent insisted that I allow him to put my laptop bag in the overhead compartment. He would not let me do it on my own. He handled my laptop directly and was consequently directly responsible for the damage (caused when he forced two overhead compartment doors on it - a total of four forceful pushes between the two compartments). Please also note that while he was causing the damage, I was actively voicing my concerns about his handling of my bag, which I told him had a laptop in it. He ignored these concerns and continued to treat my laptop in an improper manner. This treatment consequently caused the screen to be smashed into an unusable state. If AirBerlin is going to claim that their company is not responsible for the damage, then it is AirBerlin’s responsibility to provide legal documentation in the form of a client/provider agreement etc. in which AirBerlin is released from any responsibility when handling a customer’s possessions. I did not to the best of my knowledge ever sign such an agreement and I can find no such wording connected to any documentation that I received with my ticket. I requested this documentation from AirBerlin, but they ignored my request.In my opinion, AirBerlin is drawing out this process, ignoring my requests, and equivocating in their responses in a deliberate attempt to cause me to abandon my claim. Judging by the comments that I have read on a number of forums that host complaint logs against AirBerlin, this would appear to be AirBerlin’s overall strategy when dealing with customer service issues.I still hold to my claim that AirBerlin should cover the cost of repairing my laptop screen. Repair has been estimated (by a local, Apple-certified repair center) at ~12000 SEK, and this is thus the amount that I feel that I should be reimbursed. AirBerlin needs to step up and take the responsibility of addressing my claim in a transparent, communicative, and professional manner.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On 7/*/13 I boarded flight Air Berlin AB flight [redacted] ETKT [redacted]. I checked one piece of luggage to my final destination in NY (JFK Airport) with flight Air Berlin flight 7450 Dusseldorf-JFK July *, 2013.I waited for more than 1 hr the luggage, and since the agent could not be located, I went to the city for a scheduled meeting and notified Air Berlin of the missing luggage (Luggage #[redacted] Black leather garment bag 13Kg). I asked to please contact me at [redacted] to arrange delivery.In spite of 5 emails, 4 weeks later I have not been able to have my property returned, nor of the status of the search for the luggage.Desired Settlement: If my property cannot be found, I believe I should be refunded according to existing laws.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Air Berlin has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: Dear All,

I made a reservation over cheapoair.com for a flight with Air Berlin. My flight is now on the [redacted] of February.

Separately I called the airline directly to ensure my dog would be able to fly in the holding section below.

I paid $ 318 for his fare. After discussion with my vet, and my dog having two operations, which were unforeseen,

I tried to cancel my dogs arrangement in the hold, and they do not want to give me the money back.

At no time was I informed to start, that this reservation cannot be refunded. We are talking about an additional service I paid separately for, and was told on the phone that with a vet's letter I should be receiving my money back.

I am not cancelling my flight, but an additional service where I have a reasonable explanation why the service needs to be cancelled and refunded. I tried to talk with management, which was unsuccessful, and honestly not even my way of dealing with things. I hoped for them to have an understanding for my situation, yet they are telling me it is a fixed rate, and any services I signed up for in addition could not be refunded.

I was at no time informed that this could not be refunded, as well as I looked for any type of writing on my invoices, what the refund policy states, and there is no mentioning at all.

I can completely understand that my flight can't be refunded, but not my special luggage so to say. They are not showing any type of understanding, and are refusing to give me the refund back. I made a reservation with sixt in combination with the same flight, and they didn't have an issue at all cancelling the car reservation.

I am still using the flight, but my dog is staying here. I do not except that they are keeping the extra money without any warnings or information that this could be the case. I wrote them up 3 times, they did not provide any information as to where it is written that there is no refund, nore do I believe this is a proper procedure of handing a customer issue.

I am hoping that you will be able to help me with the former. My flight reference number is [redacted], and the complaint number or case number with air berlin is [redacted].

I wrote them up in German, since I am from Germany originally.

Looking forward to hearing back from you.

Kind Regards

[redacted]Desired Settlement: I would hope for them to have an understanding, that this was an additional arrangement to my flight which I am still flying, yet can't take my dog, and have proper documentation, that my dog shouldn't fly.

Review: Air Berlin would not reimburse expenses related to delayed luggage. I had $24.47 in expenses until the luggage arrived the next day. Reference No. [redacted]Desired Settlement: Reimbursement of $24.47

Business

Response:

Dear

[redacted],

We sincerely regret any invonveience caused to our mutual client by the delayed

delivery of her luggage (1 day) the claimed amount of 24,47 USD has been

refunded in full and the file has been closed. Yours sincerely, [redacted],

Guest Relation Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I traveled with AirBerlin from Chicago to Copenhagen on December [redacted] 2013 and back to Chicago on January **2014. The service at the airport booths and on board was extremely poor. When I arrived in Chicago my suitcase had been smashed and the contents (Christmas gifts, souvenirs) had been as well. I filled out a complaint form on February **on AirBerlin's website detailing my trip, the poor customer service I received and the broken suitcase and contents. On March **I received an e-mail apologizing for the incidents and saying they hoped I'd fly with them again soon. I responded on March 5th via e-mail asking them to at least reimburse me for the stuff that was ruined. No response. I emailed them again today, March **. When I landed in Chicago on January [redacted] I spoke to an AirBerlin representative about the bag and she acknowledged that I should be reimbursed for the damage. She wrote down my name and phone number and said that someone would contact me within the next few days. It's been almost 3 months and I haven't heard anything. I have a copy of the letter I sent to AirBerlin on February [redacted] and photos of the broken suitcase.Desired Settlement: Reimbursement for the suitcase and its contents.

Business

Response:

Dear [redacted],

We acknowledge receipt of your correspondence to The Revdex.com (Revdex.com). It was forwarded to our care for further review.

First of all, we wish to express our regret and sincere apologies for any inconvenience caused to you and [redacted] by the disruption of your airberlin service on **.12.2013. Our customers have every right to expect punctuality from airberlin and we can assure that we do everything we can to maintain good performance. However, sometimes unforeseen circumstances prevent us from operating our flights on schedule.

Our records show that further delay was caused by long queues at passport control which is out of our control.

For courtesy reasons we rebooked your onwards flight free of charge to your final destination, Copenhagen on the next flight available.

Should the disruption have led to additional care costs such as meals or beverages we will gladly review these against the respective receipts. Please submit these receipts along with your bank details (account name, account number, routing number and name of the bank) quoting file reference[redacted].

Since information and service at the airport did not meet your expectations a copy of your email has been passed on to our department Ground Operations who will review the points raised with our handling agents and the airports. This will help to avoid similar proble** in the future.

As a gesture of goodwill we would like to grant you a discount of 300 EUR (150 EUR per person) on your next reservation with us for a flight with airberlin and [redacted].

As soon as you submit the new booking number and your international bank details: (name of the bank, account no., routing no.) by fax ([redacted]) or e-mail ([redacted]) together with our reference [redacted]we will credit your account accordingly.

Should you have booked your new flight as part of a package tour that includes transportation with airberlin and NIKI, we ask you to submit the booking confirmation and boarding passes after completion of your journey. Kindly include your bank details and we will retroactively process a transfer.

This voucher can be redeemed until [redacted]. Any form of resale is prohibited and does not entitle the buyer to claim the discount.

Furthermore, we deeply regret that your baggage was damaged on one of our flights and wish to apologize for any inconvenience caused.

Unfortunately, we did not receive a correct property irregularity report (P.I.R.)

In general, a damage to checked baggage has to be claimed to the airline immediately after arrival at destination. Should that not be possible, clai** on damage to checked baggage have to be made in writing wi**

Since this deadline has already expired we have to refuse clai** settlement. We regret our reply could not have been more favourable.

Thank you for bringing this matter to our attention and giving us the opportunity to review it.

Yours sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response states in regards to my luggage: "Unfortunately, we did not receive a correct property irregularity report (P.I.R.) In general, a damage to checked baggage has to be claimed to the airline immediately after arrival at destination. Should that not be possible, clai** on damage to checked baggage have to be made in writing within seven days of receiving the baggage... Since this deadline has already expired we have to refuse clai** settlement. We regret our reply could not have been more favourable."

As I stated in my March email to AirBerlin, I attempted to have the issue resolved at the airport right after I received the luggage. I went to AirBerlin's customer service desk at the terminal (Terminal 5). I waited there for nearly an hour before I was told that the customer service rep had moved to Terminal 3. However, an AirBerlin employee at the desk looked at my bag, said that I should be reimbursed, took my name and phone number and said that someone would call me within the next week. So I did follow procedures; I did claim the loss with the airline after arrival and I waited, as I was told, to be contacted by AirBerlin. That did not happen. Therefore I should be reimbursed for the luggage despite the fact that it's after the deadline.

I have attached photos of the damaged suitcase.

Sincerely,

Business

Response:

Dear [redacted],

We acknowledge receipt of your correspondence to The Revdex.com (Revdex.com) dated **.[redacted]. It was forwarded to our care for further review.

Upon reviewing all facts of this claim we have to inform you that we are unable to process this claim further as we have no written notification of the damage within the 7 day period. We also kindly refer to our previous correspondence.

We regret once again our reply could not have been more favorable.

Thank you for bringing this matter to our attention once again and giving us the opportunity to review it.

Yours sincerely,

Consumer

Response:

At this time, I have been contacted directly by Air Berlin Americas, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

They are refusing to reimburse me for my damaged suitcase and ite** within the suitcase, despite the fact that the damage occurred due to AirBerlin's negligence

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In April 2015 I purchased two tickets on Air Berlin's website from JFK to Nice. I inadvertently substituted my surname for my son's, but did not notice the discrepancy. I was not even alerted when I entered my son's passport number into their system. When I arrived at JFK on the date of the flight, I was informed that since the name on my son's boarding pass did match his passport, I would need to purchase a whole new ticket and I would not be reimbursed for the ticket I purchased but could not use. The ticket agents, Ashley, Jere and Shannon were appallingly rude. They informed me their policy regarding wrong names changed as of 7.**.15. The date of my flight: 8.*.15. The agents actually demanded to know if I expected them to hand me money then and there. The only concession they would give was handing me a business card with the customer service # written in illegible handwriting, and an offhand comment that I would receive only the taxes as reimbursement. I contacted customer service (it took me a week to get through) where Sylwester informed me that he could authorize a reimbursement of $46.Desired Settlement: I demand to be reimbursed the cost of my son's ticket: $1430.46. Air Berlin forced me to buy an entirely new ticket for $1,522.84. For them not to reimburse me means they are charging me more than $1400 for services I did not receive. I have checked their reviews online and see that the overwhelming majority of their customers would never fly with them again because of their abysmal customer service.

Review: I traveled to Helsinki via Airberlin on 08/**/13 (I traveled from NY to Berlin on flight AB7249) and on 08/**/13, (I traveled from Berlin to Helsinki on flight AB8308). At JFK International Airport NY, I checked in my luggage and was told that I could claim the luggage in Helsinki. However when I got to Helsinki, my luggage was not delivered. I immediately informed the authorities, and filed a missing luggage complaint. I was given reference no. [redacted] in Helsinki and by Airberlin reference no. [redacted] and was told they would attempt to find my luggage and deliver it to my destination address. I never receive it, however when I checked at http[redacted], it stated that my luggage was at the Airport (didn't say which Airport). I returned to NY on the evening of Aug [redacted] and found a message from a private delivery company who attempted to deliver my luggage when I was on vacation. I returned the call and was told that they retruned my luggage to the Airport. On Aug [redacted] I called ###-###-####, only to be refered to ###-###-#### and ###-###-#### which no one picks up.Desired Settlement: I would like to receive my luggage. The contents of the luggage is irreplacable. If the luggage was due to be delivered to me and was returned the airport, it should be there still and I want it delivered to my

Consumer

Response:

I thought you closed the case when you didn't hear from Airbirlin. At this time, I have not been contacted by Air Berlin regarding complaint ID [redacted], they refused to answer phone calls and the message box is full so people cannot leave messages. However, I went to the Airport to Airbirlin and received luggage after going to a back room.

Thank-you,

Review: My wife and I booked two round trip fares through [redacted] in March 2014, for travel to/from [redacted], [redacted] in July 2014. Our intent was to meet our daughter in [redacted] and travel with her . Tragically, we received word on July [redacted], three days before our flights to [redacted], that our daughter had died due to a faulty hot water heater's output of a lethal dose of carbon monoxide. Our daughter was forever taken from us and this required us to make changes in our return flight dates and times. We did so through [redacted], but while in [redacted] I called the customer service department of Air Berlin to determine if they had any policies allowing refunds of some of the costs incurred when a passenger had to make changes to tickets due to death in the family. THe Air Berlin customer service agent assured me that the company did have policies governing such tragic events, and asked that I send a scanned or faxed copy of my daughter's death certificate. In the meantime we did purchase two return trip tickets for $1800 a piece bringing our round trip tickets to over $3500 apiece including a $200 change fee penalty. I was lead to believe Air Berlin would return some portion of these charges. After several weeks of waiting to hear from Air Berlin we contacted them in oCtober and we told the issue needed to be handled through [redacted]. We then contacted [redacted] who told us "no, the control of the ticket resides with Air Berlin" so they have to handle the refund. After more waiting I contact [redacted] last week and was told Air erlin notified them we were not entitled to any refunds of any portion of our tickets nor for the change fees. I feel if I'd know this was their policy I'd never have gone through the trauma of sending sensitive documents to them. Why did they make us jump through their administrative hoops if they never had any intention of refunding a cent . I find the Air Berlin company's conduct unprofessional and insensitive. How many others have been put through similar administrative steps when the answer all along we going to be a denial of the customer's case.Desired Settlement: I think it would be fair if Air Berlin authorized a refund of the $200 per ticket change fees my wife and I incurred given that the only reason we needed to change the tickets originally booked was due to the plans we had to make to return with our daughter's cremains for a family "celebration of life" day at our home. We already paid over $1800 more per ticket just to return from [redacted] at a different date. I think Air Berlin made adequate money off of us that it isn't too much to ask that they honor the statements made to me by their service agent in [redacted]. I doubt anything will come from this complaint but it strikes me as a sign of a remarkably insensitive company policy.

Consumer

Response:

At this time, I have been contacted directly by Air Berlin Americas, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Actually I received an inquiry seeking information about my complaint from Air Berlin's customer service department but it was due to my complaint through the [redacted]'s office of [redacted] turning the complaint over to the [redacted]'s airline division. As of today, January *, I have received NO response relative to my complaint filed through the Revdex.com. Best wishes to you folks. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We inform you that you will receive the total amount of 400 $ (339 €) by way of bank transfer to the indicated bank account. Kindly allow some time for the transfer to complete (1 – 2 weeks). Once again we would like to apologize for any inconvenience caused and hope to have another opportunity to welcome you aboard another airberlin group service flight soon again. Yours sincerely [redacted] / [redacted] Fax: [redacted] Follow us on [redacted]: [redacted] Don´t miss the latest offers: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have recently been diagnosed with [redacted] and am undergoing [redacted] and [redacted] My treatments are scheduled to continue through the end of 2014 which has forced me to try and change or cancel my flight with Air Berlin, scheduled in September of 2014. This booking was initially made through my bank, using some rewards points to pay for about half of this ticket. Due to the fact that one of the legs of my flights was no longer available Air Berlin changed the ticket details. I have by now tried 5 times to change my flight. I was told by Air Berlin that I need to talk to my bank; my bank told me that Air Berlin holds the ticket and they can no longer assist. I have been passed around from person to person, with Air Berlin Customer Service phone hold lines having waiting periods of anywhere from 45 minutes to 3 hrs. This by itself is already unacceptable, but when you are undergoing [redacted], like me, a near insurmountable problem.

At one point during my 2nd or 3rd attempt to get my flight changed, the Air Berlin representative and I decided to simply cancel the flight and I was quoted a refund of $67! with possibly more to come once I provided proof of my illness. I asked how much more and was told by the representative that they could not tell me. I decided not to cancel the flight because not knowing how much money I would actually get back would leave me with potentially loosing over $1200.

None the less, on my fourth attempt I called the German Customer Service number and was told that they will be rebooking me for March of 2015. I was told that I needed to pay the difference in fare, as well as a $200 rebooking fee, which I tried to contest, due to my illness for which I stated I could provide proof. I was told that this could not be taken into consideration. I gave my credit card information and was told I would be emailed and updated itinerary. This was nearly a week ago. No money was taken from my card, no itinerary emailed to me, and my booking still reads for September of 2014. I am currently on the phone- on hold- with Air Berlin, for at the time of this writing 49 minutes and have not talked to anyone yet. The long wait times, blaming other parties and unwillingness to consider my illness are so unbelievably shameful on the part of Air Berlin.Desired Settlement: I would like to rebook for my desired date, with the rebooking fee waved, due to my illness.

Or, if this is not possible, I would like the entire purchase price of my original ticket (approximately $1280) refunded onto my credit card.

An additional apology would be nice, as well as an overhaul of their Customer Service Telephone wait times

Business

Response:

Dear [redacted],

Thank you for your comments dated **.07.2014 which have been forwarded to our care by The Revdex.com for further processing. We value your business and appreciate you bringing this matter to our attention. We are deeply sorry to hear of your medical condition and wish you a speedy recovery.

To enable us to issue a refund of incurred change charges we require a medical certificate quoting that you are unable to travel. Furthermore, we require your international bank details (account name and number, routing number and name of the bank) as we will issue a refund in a separate system and this can only be done by bank transfer.

Thank you for your assistance and understanding.

Yours sincerely,

Customer Interaction & Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The airline has requested additional documentation proving my illness. I have made a second attempt today (08/**/2014) to provide such documentation and am now awaiting a response. As it stands, I have not received a refund.

Sincerely, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Silke Wais

Business

Response:

Dear [redacted],

Thank you for your email dated 06.**.2014.

We are pleased to inform you that we will now issue a refund of the rebooking fee amounting to 150 EUR (200 USD) to the indicated bank account. Kindly allow up to two weeks for the transaction to complete.

[redacted], we wish you a speedy recovery and look forward to welcoming you on board of airberlin soon.

Yours sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,