Lufthansa Air Lines

I am rejecting this response because: Lufthansa's response does not fully represent what happenedFor round trip tickets to Europe, we wanted to fly "Premium Economy" (a higher fee) to Europe because the flight is overnight, but return from Europe on regular economy (no price increase)This switch in service was not allowed on Lufthansa's websiteIt was either Premium Economy or Regular Economy both waysTo methat was a "flaw" in their system, which they denyIt is also "bait and switch"Both tactics are deceptiveBecause I could not book as I wanted, I was directed o the Systems Dept., which turned out to be a "wild goose chase"I was suspicious that the person directing me to the Systems Deptalready knew thatAs a result, I was the ping-pong ball for two hours before I finally had to book the flights by telephone because it was impossible to book them by myself via the InternetLufthansa's tactics were unfair and deceptive and certainly not customer friendlyTheir response makes it sound like Lufthansa needs the $more than we do.Therefore, we reject Lufthansa's denial of our claim and wish that Revdex.com continues to pursueSome of Revdex.com's narrative suggests that these complains might be publishedI sure hope so in order for everyone to know exactly how Lufthansa treats their customers

Dear Mr [redacted] , REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel needsWe are sorry for the inconvenience you experienced when the Lufthansa flight LHon January from Frankfurt to Chicago had been delayed for minutes due to minor technical reasons and also because of mandatory de-icing requirementsIt is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achievedBecause your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserveAlthough every effort is made to maintain flight schedules as published, we are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customersDespite our best efforts, many factors beyond our control may impact flight operations and while we can certainly understand your frustration, we appreciate your understanding that all decisions are made with the safety of our passengers and crew first and foremostWe were sorry to hear that as a result of the delay you had missed your pre-paid bus transportation to Champaign and had to wait for three hours until the next busWe can only imagine your disappointment especially since you had missed your business meetingWe would like to inform you that you ticketed contract had ended once you arrived in Chicago and therefore pre-paid transportation as well as loss of time and wages does not fall under the scope of liabilityAlthough, we do apologize for the disruption to your travel plans and all inconveniencesMr [redacted] , we value your patronage and ask for you to view this experience as an exception to our performance and assure you that we will strive to ensure that your future flights with us will again meet your expectationsThank you for your patience and understanding

We are responding to the complaint filed by Mr*** regarding the ticket service charge applied to his Lufthansa bookingAs explained to the customer, he did not meet the criteria to be eligible for a waiver or a refund of this fee as no error occurred on our websiteWe advised the customer
that a waiver of the ticket service fee is only applied when the customer contacts our Web Support team when encountering an error while making a booking on our website ***As no error occurred, our Web Support was unable to provide the error code necessary to qualify for the waiver.Therefore, we are unable to comply with the customer's request to refund the $fee or his request for an additional $for his trouble, aggravation and frustration.We hope this information is helpful

I received the credit and wish to close the matterThank you

I am rejecting this response because: Lufthansa's response does not fully represent what happened. For round trip tickets to Europe, we wanted to fly "Premium Economy" (a higher fee) to Europe because the flight is overnight, but return from Europe on regular economy (no price increase). This switch in service was not allowed on Lufthansa's website. It was either Premium Economy or Regular Economy both ways. To me. that was a "flaw" in their system, which they deny. It is also "bait and switch". Both tactics are deceptive. Because I could not book as I wanted, I was directed o the Systems Dept., which turned out to be a "wild goose chase". I was suspicious that the person directing me to the Systems Dept. already knew that. As a result, I was the ping-pong ball for two hours before I finally had to book the flights by telephone because it was impossible to book them by myself via the Internet. Lufthansa's tactics were unfair and deceptive and certainly not customer friendly. Their response makes it sound like Lufthansa needs the $40 more than we do.Therefore, we reject Lufthansa's denial of our claim and wish that Revdex.com continues to pursue. Some of Revdex.com's narrative suggests that these complains might be published. I sure hope so in order for everyone to know exactly how Lufthansa treats their customers.

We spoke to the passenger and reached a resolution. Call date: 29JULY2016.

Dear Mr. [redacted], REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel needs. We are sorry for the inconvenience you experienced when the Lufthansa flight LH430 on January 20 from Frankfurt to Chicago had been delayed for 51 minutes due to minor technical...

reasons and also because of mandatory de-icing requirements. It is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achieved. Because your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserve. Although every effort is made to maintain flight schedules as published, we are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customers. Despite our best efforts, many factors beyond our control may impact flight operations and while we can certainly understand your frustration, we appreciate your understanding that all decisions are made with the safety of our passengers and crew first and foremost. We were sorry to hear that as a result of the delay you had missed your pre-paid bus transportation to Champaign and had to wait for three hours until the next bus. We can only imagine your disappointment especially since you had missed your business meeting. We would like to inform you that you ticketed contract had ended once you arrived in Chicago and therefore pre-paid transportation as well as loss of time and wages does not fall under the scope of liability. Although, we do apologize for the disruption to your travel plans and all inconveniences. Mr. [redacted], we value your patronage and ask for you to view this experience as an exception to our performance and assure you that we will strive to ensure that your future flights with us will again meet your expectations. Thank you for your patience and understanding.

Complaint: [redacted]
I am rejecting this response because: I'd like to see details behind how the fare was calculated so that 10% of the fare amounted to $627.26 which implies the full fare of $6,272.60
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it does not address my issue of concern which is bad customer service which resulted in misinformation being given to me on multiple occasions that led to a major loss on my refund. If I was given clearer information upon the first time...

I called to voice my concern, I would have made a drastically different decision on how to move forward with Lufthansa. Instead, I was given the wrong information twice, and I lost over $1,000 as a result. Unacceptable business practice.

Dear Mr. [redacted], REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel needs. We are sorry to learn of the circumstances which prompted you to write and appreciate the opportunity to address your concerns. According to the history of your reservation, you had...

purchased a roundtrip ticket on August 22 from JFK to Minsk with a return from Vilnius and an email confirmation regarding your flights and departure times were sent to you. However, you had contacted our Call Center on October 3 and had requested to change your return flights to an earlier departure time with a longer layover in Frankfurt. Therefore, our staff had rebooked your return flights home accordingly and had advised you that there would be a rebooking fee of USD500. As per Lufthansa’s tariff filings, the fare type purchased was a restricted ticket and incorporated fees which are applicable after ticket issuance. Whenever the data on a ticket is voluntarily amended by the customer; a change fee is applied. Please understand that we also incur additional costs associated with special and restricted fares when there are any cancellations or changes and therefore we regret the fee that was correctly collected is non-refundable. Mr. [redacted], our response may not be the one anticipated and we appreciate your understanding of our position. We value your patronage and look forward to welcoming you on board a future Lufthansa flight once again.

Review: Booked a flight on Lufthansa on 8/26.

The airline charged the credit card on 8/26; however also placed a hold of the same amount under pending transaction. The credit card has reached the limit due to this double charge.

The bank ([redacted]) has said that they cannot do anything as Lufthansa has placed a charge.

I spent a lot of time talking to Lufthansa and [redacted], and the issue is still pending.

This has created a lot of inconvenience and embarrassment (credit card declined at multiple merchants)Desired Settlement: Please request the business to fix the process so this does not happen with other customers.

Review: My name is [redacted] I had a flight from Frankfurt to Chicago with Lufthansa Airlines on Tuesday Jan 20th. My ticket number is: [redacted]. My flight had 45 minutes delay and no one informed us beforehand. Because of that delay I entered to Chicago 40 minutes later than the expected time and therefore missed my bus. I had to take a bus from Chicago to Champaign. I was supposed to be in Champaign at 7 p.m. to attend an important meeting with my supervisor. However, I couldn't attend the meeting as I had to spend three more hours in the airport bus center to get the next bus. I missed my bus, my meeting and spend three more hours in the bus due to the delay in my flight. Moreover, I had a hard time convincing the driver of the next bus to allow me in. Otherwise I had to wait 4 more hours. That delay, made my trip really undesirable. I really appreciate Lufthansa Airlines response to my inconveniences.

Business

Response:

Dear Mr. [redacted], REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel needs. We are sorry for the inconvenience you experienced when the Lufthansa flight LH430 on January 20 from Frankfurt to Chicago had been delayed for 51 minutes due to minor technical reasons and also because of mandatory de-icing requirements. It is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achieved. Because your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserve. Although every effort is made to maintain flight schedules as published, we are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customers. Despite our best efforts, many factors beyond our control may impact flight operations and while we can certainly understand your frustration, we appreciate your understanding that all decisions are made with the safety of our passengers and crew first and foremost. We were sorry to hear that as a result of the delay you had missed your pre-paid bus transportation to Champaign and had to wait for three hours until the next bus. We can only imagine your disappointment especially since you had missed your business meeting. We would like to inform you that you ticketed contract had ended once you arrived in Chicago and therefore pre-paid transportation as well as loss of time and wages does not fall under the scope of liability. Although, we do apologize for the disruption to your travel plans and all inconveniences. Mr. [redacted], we value your patronage and ask for you to view this experience as an exception to our performance and assure you that we will strive to ensure that your future flights with us will again meet your expectations. Thank you for your patience and understanding.

Review: According to [redacted] website(Lufthansa belongs to [redacted]), I wouldn't need a transit visa during my trip from Istanbul - Munich- Frankfurt-Philadelphia. But the visa was needed and I was unable to use the flight tickets that I have purchased with Lufthansa. I was confused by the wrong information that Lufthansa and [redacted] provided. They should take the responsibility for the flight tickets.Desired Settlement: I want Lufthansa to change my flight to go back to the US with no additional charge. The flight is on Sep 5. If not, they I require a refund.

Review: I have booked two tickets for international travel from HYDERABAD to HOUSTON two monthes back with a travela gent..at the time of booking I have validated the tickets with lufthnsa and they said tickets are confirmed..but today the people for whom I have made reservation tried board the flight ..but the airport authorities said those tickets are refunded and not valida nymore ...I havent cancelled those tickets...I assume the travel agent cancelled those tickets ..but lufthansa should not cancel tickets with out npticing the traveller ....I have paid 1620 for two tickets to lufthnsa and also paid 4350 to book new tickets so that they can travel to HOUSTON with new itenary

the people who went to aiport embarssed and felt bad ..so please do take nessacory action ...Desired Settlement: I want full refund 1620+4350=5970 from airlines and apologies

Business

Response:

We are contacting you today with regard to the above referenced Revdex.com Complaint which you have filed. Thank you for allowing us the opportunity to clarify the reason why the reservation and ticket were cancelled.Within the United States, Lufthansa only allows travel agents which have been accredited by the Airline’s Reporting Corporation ("ARC") to act as our agents. [redacted] Travels, location unknown, was never accredited by ARC; it is not and never has been an agent of Lufthansa German Airlines, and therefore had no implicit or explicit authority from Lufthansa to sell tickets or represent themselves to the public as a travel agent on Lufthansa's behalf. No agent-principal relationship has ever been established between Lufthansa German Airlines and [redacted] Travels. The agent-principal relationship is between the passenger and the agent; i.e. the agent is an agent of the passenger, and not Lufthansa.

[redacted] Travels' method of doing business appears to be "purchasing" tickets via the Lufthansa website and offering them to their customers at grossly reduced rates. For example, the amount that you paid to [redacted] Travels is USD2132.00 less than the actual cost of the tickets "bought" via our website. The true cost of the tickets was [redacted] each, which was equivalent to U501876.00 each on the day the ticket was issued. Rather than the USD1600.00 that you remitted to [redacted] Travels, the two tickets actually totalled U503752.00, Unfortunately, this ticket was paid for with a credit card that was compromised or stolen, and was used without the legitimate card holder's knowledge. Any tickets that we have confirmed to have been fraudulently obtained are immediately cancelled without any further obligation for transporting the passenger. This agent cleverly provides only fictitious contact details, if any at all, for the passenger, making it impossible for Lufthansa to reach anyone with regard to the cancellation.We empathize with your situation, however we cannot offer any restitution cost as Lufthansa does not assume responsibility for the acts of a third party that was never authorized to act on our behalf. Your options for recourse at this time would be via a complaint with law enforcement. As you are a California resident, you can also file a complaint against the agency via the California State Attorney General’s office, division of Consumer Affairs. They have a department that is specifically tasked with travel agent related complaints. You can find information, including forms that you can fill out, on the following website: [redacted] We understand that this is not the reply anticipated, and ask for your understanding.

Review: On 11 Dec, 2015 I was refused by Lufthansa check-in/ticketing desk to take my flight from [redacted],USA to [redacted] for what I had my booking confirmation [redacted]. Reasoning is: "Flight ticket has been cancelled as flight ticket was confirmed but not ticketed".

Background info: I called 3 Oct Lufthansa customer service to rebook a ticket that I was credited for and had only 12 months to use it.. I got customer agent on the phone who rebooked ticket for 11 Dec, 2015 using my available credit. The next day I have received an email asking for a call back. I called back Lufthansa customer service where me it was confirmed that my flight ticket is booked and everything is fine. The coming 2 months I reached out to customer service regarding the same ticket several times - what is my baggage allowance and whether I could change my flight dates again. The answer was that the ticket is booked so I have to pay again $300 change fee if I want to change my ticket again.So being in [redacted] that time I decided to fly back to NYC in order not to lose the ticket on 11 Dec and its return flight on the 6th Jan.

Therefore, on the [redacted] airport is was surprising to learn that after all these interaction with Lufthansa, I do not have actually a valid flight ticket for 11 Dec, just a confirmation code to fly.

As I was refused to get help at the ticket counter (even police was called by agent Preethi [redacted] from Lufthansa Ticketing because she was tired of me asking her help to offer a solution). I called back Lufthansa 800 nunber customer service where they offered to reissue my ticket for 12 Dec with ticket number [redacted]. I have a recording of conversation where confirmed that ticket is in system confirmed. I cannot be refused to take the flight. Going back to desk later I was informed that I will be refused to take the flight again tomorrow, as my ticket has been cancelled. A new ticket has to be issued for $2200.Desired Settlement: I flew from [redacted] back to NYC hoping to get to Europe because it was told to me that my ticket between NYC-[redacted] is confirmed and non-refundable. I wish not to be refused to take my flight home on the 12 Dec to Europe. Please, help.

Review: I was unable to book seat upgrades with Lufthansa online for only one leg of our journey. So, I had to call Lufthansa to make reservations for which I was charged an additional $40. My complaint is that I would have booked Premium Economy online if it were possible. So, Lufthansa forced me to call to make reservations and charged $40. That was not fair and not ethical. Lufthansa directed me to call their IT Department for a glitch number. I did call their IT Department and was unable to obtain a glitch number. In short, it took me two hours to make this reservation. Reservation # [redacted]Desired Settlement: I expect Lufthansa to reimburse the $40 and an additional $40 for the trouble, aggravation and frustration that they caused me.

Business

Response:

We are responding to the complaint filed by Mr. [redacted] regarding the ticket service charge applied to his Lufthansa booking. As explained to the customer, he did not meet the criteria to be eligible for a waiver or a refund of this fee as no error occurred on our website. We advised the customer that a waiver of the ticket service fee is only applied when the customer contacts our Web Support team when encountering an error while making a booking on our website [redacted]. As no error occurred, our Web Support was unable to provide the error code necessary to qualify for the waiver.Therefore, we are unable to comply with the customer's request to refund the $40 fee or his request for an additional $40 for his trouble, aggravation and frustration.We hope this information is helpful.

Consumer

Response:

I am rejecting this response because: Lufthansa's response does not fully represent what happened. For round trip tickets to Europe, we wanted to fly "Premium Economy" (a higher fee) to Europe because the flight is overnight, but return from Europe on regular economy (no price increase). This switch in service was not allowed on Lufthansa's website. It was either Premium Economy or Regular Economy both ways. To me. that was a "flaw" in their system, which they deny. It is also "bait and switch". Both tactics are deceptive. Because I could not book as I wanted, I was directed o the Systems Dept., which turned out to be a "wild goose chase". I was suspicious that the person directing me to the Systems Dept. already knew that. As a result, I was the ping-pong ball for two hours before I finally had to book the flights by telephone because it was impossible to book them by myself via the Internet. Lufthansa's tactics were unfair and deceptive and certainly not customer friendly. Their response makes it sound like Lufthansa needs the $40 more than we do.Therefore, we reject Lufthansa's denial of our claim and wish that Revdex.com continues to pursue. Some of Revdex.com's narrative suggests that these complains might be published. I sure hope so in order for everyone to know exactly how Lufthansa treats their customers.

Review: My daughter traveled Lufthansa and found difficulties throughout the entire process, which ultimately caused to miss her return flight and incur $900 loss for new ticket and travel back and forth to the airport a second time. Without describing all the difficulties, I will only tell of the circumstance which led to her missing of the flight. She arrived at Heathrow Airport well before the scheduled return flight and had already been checked in online earlier. We were told on the phone by a Lufthansa staff member to go to Terminal 1 but when she arrived there, she was advised by Lufthansa staff and they sent her to Terminal 2, but they gave her the wrong directions on how to get there. They should have taken her there by staff escort to make sure she gets on the flight, but instead they misdirected her. When she finally arrived at the correct terminal, Terminal 2, it was after over an hour of tiring run around, having to walk several miles around the airport searching from terminal to terminal, only to be told that they would not let her on the flight because by then it was less than an hour before the scheduled departure time. All she did was cry.

Also at booking, we requested Kosher meals, but there was no Kosher meal outbound or inbound on the rescheduled flight so she did not eat on the entire flight.

When I made the new booking directly through Lufthansa, they clearly told me to go to terminal 1. Again this was the wrong information. This time, my daughter made sure to be at the airport 4 hours before the flight, so even after the tiring run around, she still made her flight, (this is for my Lufthansa complaint)

At time of booking and subsequently, we were not supported by Lufthansa to know where to go, and for this I am asking for you to set it straight so that I will feel that I am being dealt with in a correct and caring way and will be willing to travel with Lufthansa again.Desired Settlement: I am requesting to be reimbursed for the $900 loss and to be compensated for all of my daughter's difficulties.

Review: On Lufthansa flight [redacted] from Frankfurt to Seattle on Jan 4, 2014, our baby stroller did not make it on the flight. After talking to a baggage representative, they said that all the strollers were left behind and that a claim had been filed. I submitted a complaint online [redacted], and was told to contact Lufthansa directly. I called them, and the representative said that there was no one that could help me, and that I would have to travel all the way back to the airport to file a claim. My baggage ID number is [redacted], someone should be able to help me. I should have to travel hours back to the airport to make a claim and get my luggage back.Desired Settlement: Either my stroller gets returned directly to my house, or I get a check for $50 to buy a new stroller.

Review: I purchased a ticket through a Travel Agency, Before my Depature they cancelled the ticket with out informing me at all. I suffered a lot to find out what issue was, both travel agency and Lufthansa failed to give a proper answer for "why they cancelled the Ticket" , "why they didn't inform me before cancelling the ticket", I lost my money and ashamed infornt my family.Desired Settlement: I want my total money back.

Business

Response:

We are contacting you today with regard to the above referenced Revdex.com Complaint which you have filed. Thank you for allowing us the opportunity to clarify the reason why the reservation and ticket were cancelled.Within the United States, Lufthansa only allows travel agents which have been accredited by the Airline’s Reporting Corporation ("ARC") to act as our agents. Vishnu Travels, location unknown, was never accredited by ARC; it is not and never has been an agent of Lufthansa German Airlines, and therefore had no implicit or explicit authority from Lufthansa to sell tickets or represent themselves to the public as a travel agent on Lufthansa’s behalf. N0 agent-principal relationship has ever been established between Lufthansa German Airlines and Vishnu Travels. The agent—principal relationship is between the passenger and the agent; i.e. the agent is an agent of the passenger, and not Lufthansa.Vishnu Travels' method of doing business appears to be "purchasing" tickets via the Lufthansa website and offering them to their customers at grossly reduced rates. For example, the amount that you paid to Vishnu Travels is U501,106 less than the actual cost of the ticket “bought” via our website. The true cost of the ticket was lNRllO749, which is equivalent to USDIQOGDU when converting the currency using the rate of exchange on the clay the ticket was issued. Unfortunately, this ticket was paid for with a credit card that was compromised or stolen, and was used without the legitimate card holder's knowledge. Any tickets that we have confirmed to have been fraudulently obtained are immediately cancelled without any further obligation for transporting the passenger. This agent cleverly provides only fictitious contact details, if any at all, for the passenger, making it impossible for Lufthansa to reach anyone with regard to the cancellation.We empathize with your situation, however we cannot offer any restitution as Lufthansa does not assume responsibility for the acts of a third party that was never authorized to act on our behalf. Your options for recourse at this time would be via a complaint with law enforcement. As you are a California resident, you can also file a complaint against the agency via the California State Attorney General‘s office, division of Consumer Affairs. They have a department that is specifically tasked with travel agent related complaints. You can find information, including forms that you can fill out, on the following website: httg://oag.ca.gov/travel We understand that this is not the reply anticipated, and ask for your understanding.

Review: I was flying internationally and called the airline to see what charges I would incur to change my flight (due to a short connection time). I specifically told the ticketing agent that I did not want to change my flight if there would be any cost associated with it. She told me that there would be a $500 change fee, however I would receive a $2,700 refund. I went to the airport to check in, I realized the reason there was a refund was because they cancelled one leg of my trip. They reissues the ticket, which I already paid for, and told me I would not be receiving the refund. I asked them to reverse the $500 change fee but they refused. I do not want the refund, I do not think that is equitable, but the refund of $500 is just. I specifically told the agent I would not change the flight if there were any costs associated with it. I only changed the flight because of the refund they told me I would receive. I paid over $7,000 for this ticket.Desired Settlement: I would like the $500 change fee refunded since I only changed the flight due to the ticketing agents representation.

Business

Response:

Dear Mr. [redacted], REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel needs. We are sorry to learn of the circumstances which prompted you to write and appreciate the opportunity to address your concerns. According to the history of your reservation, you had purchased a roundtrip ticket on August 22 from JFK to Minsk with a return from Vilnius and an email confirmation regarding your flights and departure times were sent to you. However, you had contacted our Call Center on October 3 and had requested to change your return flights to an earlier departure time with a longer layover in Frankfurt. Therefore, our staff had rebooked your return flights home accordingly and had advised you that there would be a rebooking fee of USD500. As per Lufthansa’s tariff filings, the fare type purchased was a restricted ticket and incorporated fees which are applicable after ticket issuance. Whenever the data on a ticket is voluntarily amended by the customer; a change fee is applied. Please understand that we also incur additional costs associated with special and restricted fares when there are any cancellations or changes and therefore we regret the fee that was correctly collected is non-refundable. Mr. [redacted], our response may not be the one anticipated and we appreciate your understanding of our position. We value your patronage and look forward to welcoming you on board a future Lufthansa flight once again.

Consumer

Response: