Lufthansa German Airlines

Dear [redacted] , Thank you for your correspondence forwarded by the Revdex.comBeing in the service industry we very much rely upon the observations of our passengers; your feedback helps us to measure the success of our efforts We can certainly understand your upset when you were charged an additional fee to change your flights from Warsaw As per Lufthansa’s tariff filings with the Department of Transportation, the special fare purchased incorporated change fees are applicable after ticket issuance Your feelings given the circumstances as described are certainly understandable Special fares incorporate change fees which do not provide any provisions for medical emergencies These fees do allow passengers the ability to make changes in case of a medical situation such as you experienced instead of being required to purchase a new ticket Please understand these fees are filed with and collected in accordance with tariff filings and all restrictions must be observed We are sorry a medical waiver could not be accommodated and regret the less than positive impression gained Lufthansa appeals to its vast customer base by providing a variety of travel options while remaining cost effective A review of your past dated ticket history confirms that the ticket purchased did require a change fee of USDTherefore, your request for a refund is respectfully declined Your comments concerning the assistance you received are of importance to us as well Your comments have been forwarded to the respective management for information and internal review We are grateful for the opportunity to review your situation and trust you will come to an understanding of our stance We are dedicated to offering the quality of service our customers have come to expect from Lufthansa, and we look forward to welcoming you on board under more pleasant conditionsLufthansa German Airlines

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines? regarding complaint ID [redacted] .Sincerely, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I filed claim in Moldova airportAlso I was in Moldova for weeksI stayed in my parents houseAnd they don't have Internet access at allI trusted to your company in MoldovaThey said that they transferred all paperwork to you guy'sAnd this problem started here in Atlanta airport with your employerHe didn't put sticker on my baggage and throughout that baggage without any labelsIt was your employer professionalism! I'm planning to take this problem to ours local TV stations, I want to give you good advertising :)

Dear [redacted] , Thank you for your continued correspondenceWe can certainly understand your upset when you were charged an additional fee to change your flights from Warsaw Your feelings given the circumstances as described are certainly understandable A review of your ticket indicates that the non-refundable restrictive purchased incorporate change fees which do not provide any provisions for medical emergencies However, we would like to be of assistanceWe value your patronage and as goodwill the rebooking fee will exceptionally be refundedA check in the amount of USDwill be received within the next three weeks at your Huntington address We are grateful for the opportunity to review your situation and look forward to welcome you on board under more pleasant conditions Sincerely, Lufthansa German Airline

[redacted] ? Dear [redacted] , Thank you for your continued correspondence forwarded by te Revdex.comWe are sorry to have disappointed you with our responsePlease be assured that it is never pleasant to deny a customer's request; however we must operate within certain guidelines to ensure everyone is treated equitably We can certainly understand your upset when you were charged an additional fee to change your return especially in light of your health concernsAs per Lufthansa’s tariff filings with the Department of Transportation, the special fare purchased incorporated rebooking fees which are applicable after ticket issuance A review of your past dated ticket history confirms that the original ticket purchased did require a change fee of for each date changeThe initial date change fee of USDfor travel on the February [redacted] travel date was waived as you upgraded your ticket to a restrictive Business Class fare Your rebooked itinerary and ticket was issued against a special Business Class fareThe conditions of this fare require a collection of USD in the event of changes to the itineraryThe fare does not provide a medical waiver for illnessTherefore, the additional date change to travel on the February **? travel date required a USDchange feeThis fee plus an additional ad-collect fare of USDwas collected at the airport on the day of travel We can assure you, this collection was not arbitrary After further evaluation no new information has come to light warranting a change in our positionYour request for a refund is respectfully denied We regret that we were not able to meet your expectations, however it is our hope that you will continued to place your trust in Lufthansa as we look forward to serving you in the future Sincerely, Lufthansa German Airline

[redacted] ? Dear [redacted] , Thank you for your correspondence forwarded by the Revdex.comWe appreciate your patronage and this opportunity to address your concerns We can certainly understand your upset when you were charged an additional fee to change your return date, especially in light of the circumstances prompting this journey As per Lufthansa’s tariff filings with the Department of Transportation, the special fare purchased incorporated change fees are applicable after ticket issuanceLufthansa appeals to its vast customer base by providing a variety of travel options while remaining cost effectiveMany factors that can influence fares at any given time, to include origin and destination, the season of travel, the length of stay, and the rules and restrictions governing the requested fare, to name a few A review of your past dated ticket history confirms that the ticket purchased did require a change fee for each date changeThe initial date change fee of USDfor travel on the February [redacted] travel date was waived as you upgraded your ticket to a restrictive Business Class fare The additional date change to travel on the February **? travel date required a USD change feeThis fee plus an additional ad-collect fare of USDwas collected at the airport on the day of travel While we are unable to comply with your request for a refund, we trust you will come to an understanding of our stance Sincerely,Lufthansa German Airlines

From: Date: Thu, Dec 10, at 1:PMSubject: [redacted] / [redacted] To: [redacted] @***.comCc: [redacted] [redacted] @***.**, [redacted] .***@ [redacted] , [email protected] [redacted] Thank you for your correspondence regarding [redacted] We are sorry to learn of the circumstances which prompted you to write; however we appreciate this opportunity to address your concernsThe issue of carluggage is an important oneIn the interest of comfort and the general safety of everyone on board, Lufthansa has set specifications for hand luggage, which take into consideration the size (total overall dimension approximately inches), and how heavy the piece is (kgs./lbsmaximum)We hope for your understanding that all hand luggage taken on board must be stowed in accordance with FAA regulationsWithout question, these guidelines should be uniformly enforcedMuch to our regret, when booking figures are critical or the aircraft is that of a smaller version, our ground staff and flight crew have no other option than to monitor the hand luggage more closely to ensure that the safety of our passengers is not compromised When a carbag is overweight or oversize it is checked inWe are indeed sorry if this was not explained to you or [redacted] accordingly; however do hope for your understanding of our position in this matterOur personnel are trained to be proactive and customer oriented throughout We regret that your impression has been to the contrary and agree that courtesy is a very important factor in a service industry Rest assured a copy of your correspondence has been forwarded to our local Station Manager for information and internal reviewYou may agree that Lufthansa is one of the largest international air carriers in the world, and our customers are citizens of the many countries that we service For that reason, we employ thousands of men and women of many ethnic and racial groups at all levels of our organization in the effort to render the best kind of service possible throughout our entire networkWe would surely be very ill advised if we were to pardon any discriminatory behavior on the part of anyone representing Lufthansa Please let us assure you that we respect and honor all our passengers.We sincerely regret the impression [redacted] gained during his recent trip, especially in light of all efforts made to offer our customers the highest quality in all aspects of our serviceMrKolta, we regret any inconvenience this may have caused and trust that [redacted] ’s flights were otherwise pleasant We would be delighted to welcome him on board a Lufthansa flight again soonSincerely,BM***Lufthansa German Airlines Customer Relations North America P.O.Box *** [redacted] East Meadow, NY *** USA

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines? regarding complaint ID [redacted] .I am attaching a copy of my ETicket and excess baggage fee I had to pay, as a result of flight cancellation by LufthansaPlease help me resolve this issue urgently.Sincerely, [redacted]

Dear Sirs:Please be advised that the check for $was issued on July **, it was mailed to the address provided by passenger [redacted] which is different than the one shown on your correspondenceWe will check with our bank, place a stop payment and issue a replacement to be sent to the address she provided you.Accordingly, we close this fileThank you for your kind cooperation.Sincerely,Delia M [redacted] on behalf of Lufthansa German Airlines [redacted]

sent 01SEPDear [redacted] Thank you for your correspondence forwarded by the Revdex.com and for the opportunity to reply Our refund department has advised that the USDfees were refundedTwo $fees were credited to [redacted] on July *, and one $fee was credited to [redacted] on August **, Kindly allow two billing cycles for a credit to appear on your credit card statement We appreciate having the opportunity to respond and assure you of our interest to be of continued service Sincerely, B.M***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As I mentioned in my complaint Lufthansa said they will get us home as soon as they can, and even reserved seats for us on a flight that Saturday, but even by us providing and getting all the information they needed so we can fly they still asked for more every passing day! Being tired of them giving us the run around and of staying in a hotel with a year old, without the money and the necessary food and things we were forced to find another company to fly homeIs not that we did not accept their flight, but Lufthansa's last requirement for us to be able to fly with them was for us to get a specialized doctor to fly with us! How is that even possible?! when we were in a country that we've never been befor, we had no money on us and we did not know anyone! We could couldn't afford to stay there for not even a day more! Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because the company has offered nothing except a statement that it intends to continue to violate general principles of capitalism that would never hold up in a court of lawThe only salient argument in the company's reply -- "the other kids do it, so I can do it too" -- is wildly inappropriate and wrong-headedThis company needs to be introduced to terms such as "unconscionable contract", "fair use", and "capitalism"I purchase a productI am the one who choses how to consume that productThis assertion will hold up in a court of law -- especially and ironically in a European court Regards, [redacted] ***

Revdex.com of Metro Washington DC Date: Thu, Nov 12, at 9:AMSubject: Fwd: [redacted] /bf Revdex.com ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: Date: Thu, Nov 12, at 9:AMSubject: [redacted] /bf Revdex.com ID [redacted] To: [redacted] @***.comCc: [email protected] ** [redacted] , Thank you for your continued correspondence forwarded by the Revdex.com We are sorry if we have disappointed you with our previous response.There is an exception for passengers traveling to India which permits a second luggage free of charge when traveling on a Lufthansa marketed or operated flightsA copy of your ticket verifies that two free bags (02P) were allowedWe understand that you had decided to check in a third bagIf your ticket only allowed one suitcase throughout your journey and you had a second luggage, the excess baggage fee would be USD100; however the rate for a third bag is USDTherefore, we are unable to provide you with the positive response you are seeking regarding refund of the correctly collected excess baggage charge and apologize for any misunderstandingWe appreciate your understanding that when the allowable limit has been exceeded, additional pieces are assessed at specified charges, which is non-refundable.We regret that we were not able to meet your expectations on your recent journey; however we look forward to serving you in the futureSincerely,BM***Lufthansa German Airlines Customer Relations North America P.O.Box *** [redacted] East Meadow, NY USA Fax: [redacted] E-mail: [email protected] of Star Alliance

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted] .I am attaching a copy of my ETicket and excess baggage fee I had to pay, as a result of flight cancellation by LufthansaPlease help me resolve this issue urgently.Sincerely, [redacted]

Dear ** [redacted] : Thank you for your folle-mailWe are sorry to learn of your dissatisfaction with our response Let me assure you that the safety of our passengers is our ultimate concern as air travel can impact a passenger’s healthThe captain has the sole authority to decide how a particular situation is to be handled based on the information provided by the medical personnel As your baby had epileptic seizures and based on the information received from the doctors on board the decision to divert the flight to [redacted] was made in the interest of the safety for your childA request was made that your son obtains a doctor’s approval to ensure he is capable of completing the flight safely, without requiring extraordinary medical assistance The Lufthansa doctor determined that your son cannot fly alone and requested that a doctor escorted him to ChicagoLufthansa was prepared to transport you and your family to the final destination free of charge Regrettably, we are unable to reimburse you for the tickets you purchased on another airline as you voluntarily decided to purchase themHowever, we are pleased to reimburse you 50% for your Lufthansa ticketsYou may expect to receive two checks in the amount of USDand USD(USD+USDfor infant ticket) within three weeks ** [redacted] , we appreciate your understanding of our position and look forward in the opportunity to restore your confidence in our services Sincerely, Lufthansa German Airlines Sabina W***

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted] .Sincerely, [redacted] ***

Dear [redacted] , We have reviewed [redacted] ’s reservation in regard to this complaint regarding his return reservation from Los Angeles to Izmir via Munich originally booked for June *, According to the file history, in October there was a summer schedule change that cancelled our Munich to Izmir flight on June *There was an automated rebooking to leave day earlier with a message to the reservation owner and ticketing agent OrbitzIt would then be Orbitz’ responsibility to notify the passenger since they are in possession of the passenger contact information Then in December 2014, our schedule Munich to Izmir changed which resulted in the cancelled booking for their June *, flight Once again, the flight was automatically rebooked, but this time to leave Los Angeles June [redacted] connecting Munich to Izmir on June [redacted] since there was no service on June [redacted] from Munich to IzmirThis information was sent to [redacted] to advise the passenger On January *, 2015, [redacted] had contacted our agency desk and was given a waiver to rebook the passengers on an involuntary basis to possible more suitable flightA day later, [redacted] contacted our reservation call center and was advised to contact [redacted] for rebooking since they had been given authorization to rebook due to the schedule changeThere was no other action taken in either reservation ( [redacted] and [redacted] ) [redacted] has since been in contact with our refund department for a partial refund of of the partially used ticketsThe ticket for [redacted] , [redacted] , was refunded July **, in the amount of USDTickets for [redacted] , [redacted] and [redacted] , [redacted] , were refunded July **, each in the amount of USDAll refunds are returned to the original form of paymentThe ticket for [redacted] , [redacted] , is fully used and therefore no refund processed.N.M [redacted] Lufthansa Customer Relations North America

Dear [redacted] , Thank you for your correspondence forwarded by the Revdex.comBeing in the service industry we very much rely upon the observations of our passengers; your feedback helps us to measure the success of our efforts.? We can certainly understand your upset when you were charged an additional fee to change your flights from Warsaw.? As per Lufthansa’s tariff filings with the Department of Transportation, the special fare purchased incorporated change fees are applicable after ticket issuance Your feelings given the circumstances as described are certainly understandable.? Special fares incorporate change fees which do not provide any provisions for medical emergencies.? These fees do allow passengers the ability to make changes in case of a medical situation such as you experienced instead of being required to purchase a new ticket.? Please understand these fees are filed with and collected in accordance with tariff filings and all restrictions must be observed.? We are sorry a medical waiver could not be accommodated and regret the less than positive impression gained Lufthansa appeals to its vast customer base by providing a variety of travel options while remaining cost effective.? ? A review of your past dated ticket history confirms that the ticket purchased did require a change fee of USDTherefore, your request for a refund is respectfully declined Your comments concerning the assistance you received are of importance to us as well.? Your comments have been forwarded to the respective management for information and internal review We are grateful for the opportunity to review your situation and trust you will come to an understanding of our stance.? We are dedicated to offering the quality of service our customers have come to expect from Lufthansa, and we look forward to welcoming you on board under more pleasant conditions.? Lufthansa German Airlines ?

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: I'm disappointed beyond words in your customer serviceThe worst customer service experience everI believe I should at least receive dollars to replace my ringsIn addition to my loss the time and energy I wasted going to the airport every single night while in Addis Ababa should be consideredThey kept saying it should arrive on the next flightNone of the representative gave me ? accurate information.? 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: [I have contacted the issuing agency earlier and they have advised me that they were unable to convert this round trip ticket into a one-way as your customer service suggested due to Lufthansa's rules forbidding them to do soAt the end it is Lufthansa and not the issuing agency that makes the rules regarding ticket changesThis matter is not regarding ticket refunds or changes without feesIt is pertaining to Luftansa on their own initiative canceling a valid return ticket that the purchaser was able and willing to use.] ? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ?