Lufthansa German Airlines

Dear [redacted].
[redacted],
Thank you
for your continued correspondence and further request for clarification. As per
our Refund Department, please see the below breakdown of refund amounts. The
refund was processed back to the original form of payment which had been with
two different credit cards ([redacted] and [redacted]) on April 25.
[redacted]:
Ticket
[redacted] – fare refunded USD 1136.00 to your [redacted] credit card
Ticket [redacted] - refunded USD 559.34 to PSP (USD464.74 previously processed on
16APR14)
[redacted]-
refunded USD300 to your [redacted] credit card for the rebooking charge
[redacted] - refunded USD 15 to your [redacted] credit card for the advanced reserved seat
[redacted] - refunded USD 15 to your [redacted] credit card for the advanced reserved seat
[redacted]:
Ticket
[redacted] – fare refunded USD1136 to your [redacted] credit card
Ticket
[redacted] – refunded USD 559.34 to [redacted] credit card (USD464.74 previously
processed on 16APR14)
[redacted] - refunded USD 15 to your [redacted] credit card for advanced reserved seat
[redacted] - refunded USD15 to your [redacted] credit card for advanced reserved seat
[redacted] - refunded USD300 to your [redacted] credit card for your rebooking
charge
[redacted]
Ticket [redacted] – fare refunded USD1023.34 to your [redacted] credit card
[redacted] - refunded USD15 to your [redacted] credit card for advanced reserved
seat
[redacted] - refunded USD15 to
your [redacted] credit card for advanced reserved seat
 
Sincerley,
[redacted]
Customer
Feedback North America Lufthansa
Group
Lufthansa
German Airlines
Austrian Airlines
Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
lufthansa.com
austrian.com
Members of Star Alliance

Dear Sir or Madam,
We called passenger today at 12:15 p.m. and discussed at length her experience.
As a gesture of goodwill, we will reimburse the fee paid for the reserved seats.
Please feel free to contact us should you require additional information.
Linda...

S[redacted]Customer Relations North America
Lufthansa German Airlines

The following email was sent to passenger on 3/3/14:
--------------------------------------------------------------------
name="_MailOriginal">From: EA/P-C, NYC
CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, March 03, 2014 4:12 PMTo: '[redacted]'Subject: Lufthansa [redacted]
Dear **. [redacted],
Thank you for contacting Lufthansa Customer Relations. We
appreciate having the opportunity to be of assistance and ask that you accept
our apologies for any inconvenience caused for the delayed arrival of your bag
as well as your missing items. I certainly understand your frustration.
Kindly allow me to explain that as bags go through so
many hands, including Customs and TSA, it would be impossible to determine
where your loss occurred.  Nevertheless, we will be pleased to assist you
with your settlement.
In order to expedite your claim, further information is
needed; kindly submit the original purchase receipts for items claimed missing
or credit card statements showing itemization if original are not available or
other proof of ownership.
If you had to make
clothing purchases while awaiting your bag and would like to receive
reimbursement for 100% of your purchases, we may do so up to maximum liability
stipulated by the Montreal Convention. In order to receive this, please forward
the purchased items (excluding toiletries and undergarments) with original
receipts to the address below. Should you not have the original receipts, again
please forward receipt copies or other proof of purchase for our
consideration.  If you prefer to keep your items, we will reimburse you
50% for clothing and 100% of toiletries and undergarments.  Make sure to
include the above reference number on all correspondence.
Please fax (###-###-####) or mail the requested
information including the feedback reference number or mail to the address
below.
Assuring you of our interest to be of continued service,
I remain,
Sincerely,
[redacted] Customer Feedback North
America
Lufthansa German Airlines[redacted] Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
Fax: ###-###-####lufthansa.com[redacted] Members of
Star Alliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 1 year old, without the money and the necessary food and things we were forced to find another company to fly home. Is 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 response. If 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 law. The only salient argument in the company's reply -- "the other kids do it, so I can do it too" -- is wildly inappropriate and wrong-headed. This company needs to be introduced to terms such as "unconscionable contract", "fair use", and "capitalism".
I purchase a product. I am the one who choses how to consume that product. This assertion will hold up in a court of law -- especially and ironically in a European court.
Regards,
[redacted]

Dear
[redacted],
Thank
you for your correspondence regarding your recent travel experience. 
Kindly excuse our delay in responding.
We are sorry to learn that you were unable to travel on your originally
scheduled flight from Washington to [redacted] on June 22th due to a
missed check-in deadline.  I can understand your frustration under the
circumstances you have described.  We are aware that check-in deadlines
affect our customers and understand that there are many reasons why a passenger
may arrive late; however, an on-time arrival at the gate is the sole
responsibility of the passenger.
 
When
passengers miss their flight, our personnel will assist and do everything in
their power to hold inconvenience to a minimum.  In these instances,
passengers are rebooked on the next available flight according to the fare
rules.
A review of your ticket confirms that it was purchased using a restricted
fare.  The price paid represents a considerable discount over unrestricted
fares.  Rescheduling using this ticket was only possible against the
prescribed fees as per the fare rules.   Please realize our colleagues
were following the rules of the fare and we recognize your disappointment with
this procedure and understand you feel the assistance provided was not in line
with your expectations.  As the fee was correctly assessed, we are unable
to comply with your request for reimbursement of this charge.  Kindly
understand that we cannot comment on the experience of other passengers.
 
We
regret to learn of claimed fraudulent charges made on your credit card. 
We understand that your credit card company is currently investigating your
claim.  This matter was brought to the attention of our Washington airport
management for their information.
 
We
appreciate the opportunity to respond and assure you of our interest to be of
continued service.
 
Sincerely,
 
S. A[redacted]
Customer Feedback North America
Lufthansa
German Airlines
Austrian Airlines
Lufthansa German Airlines
Customer Feedback North America1640 Hempstead Turnpike
East Meadow, NY 11554
USATel.: ###-###-####Fax: ###-###-####email: [redacted] 
lufthansa.com
austrian.com
Members of Star Alliance
This communication and its attachments, if any, may contain confidential and
privileged information. Any use by other persons or entities than the intended
recipient is prohibited. If you receive this transmission in error, please
contact the sender immediately and delete the material from your system without
review.

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.

To book a family vacation flight, I paid extra money to reserve a seat on a Lufthansa flight, in order to sit with my family. Lufthansa made a typo to my name on my reserved ticket. We have been on the phone for days now, trying to reserve the issue. They keep telling us that we might lose the seat reservation altogether because of THEIR mistake. I have started to get really frustrated, and have told them that I expect this to be resolved, and that I get my seat as originally booked, as i) I paid extra money for this reservation and ii) this is THEIR mistake. Very, very frustrated. They are causing a lot of pre-travel stress, and the issue has yet to be resolved.

Hi Linda,
Thank you for taking the time to write back. I am with [redacted] on the phone and they are stating that if Lufthansa credits the miles, [redacted] will not reject them. 
This is a bit strange as I have been flying with Lufthansa for the last year and a half with no problems getting miles credited except for this flight. 
You have all of my information, and you can check that I have made this same flight MUC-BRU at least 6 times this year with no problems. How can it be that from one day to the next, the miles do not get credited?
I believe the problem lies in the fact that in Europe, they book my flights with both of my last names, whereas in the US only the first last name is used. Would it be possible for me to stop by at a Lufthansa local office here in Germany to show proof of my identity?
Thank you very much in advance,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Denied refund request. Passengers are not entitled to refund. The tickets were
used for transportation. On behalf of Lufthansa, sent email with apology for
inconvenience and 5000 bonus miles to mileage program...

of their choosing. The
||USD$100 fee (which Lufthansa agreed to waive due to passenger’s illness) has
been credited back to the original form of payment. Copy of our response is below. Thank you.
 
June
8, 2015
[redacted]
/bb
Dear [redacted]
Thank
you for your letter written on behalf of your parents, [redacted] and
[redacted] and for your patience awaiting our reply.  Although the cause for your writing is less
than positive, we very much appreciate your taking the time to describe their recent
experience.  Your email clearly expresses
your disappointment in our performance and we would like to extend a sincere
apology for any negative impression that may have been created when your parents
were unable to travel. We want to provide our customers with the level of
quality they have come to rely upon from us; your feedback helps us to identify
those areas where improvement may be needed.
We
strive to offer a streamlined, seamless product, which will make travel easier for
and ultimately benefit our customers. 
Regrettably, you report that your parent’s experience proved to the
contrary.  We understand that due to your
father’s medical condition and his treatment, you changed the return dates to
departing on May 7, 2015 from New York (JFK) to Frankfort (FRA), Frankfort (FRA)
to Vienna (VIE), Vienna (VIE) to Tehran (IKA). We regret the promised waiver of the change
fee was overlooked when reissuing their tickets.  This amount has been credited back the original
form of payment on May 22, 2015. 
Kindly note that we, as
an airline, cannot undertake any examination of passengers' identities or travel
documents when they book their tickets. Therefore, the onus is on the passengers,
to have the valid entry documents, ready at hand.  Passengers are responsible for contacting the
branches of the Embassies or Consulates of the countries they are travelling to
in order to ensure updated information on all travel regulations. Additionally,
we indicate on our website the travel tip: Make sure your passport validity
meets new government requirements. Also, check that you have all necessary
travel documents.  As such, airlines bear
no responsibility for consequential damages arising from a situation in which a
passenger does not have the required documentation. Therefore, Lufthansa is not
liable for loss or expenses due to failure to comply with these provisions.  Without a doubt the situation in which you
found yourselves, regarding their lack of necessary documentation for travel, called
for sensitivity.  We apologize of you felt
our staff was insensitive to your parents’ situation. 
 
We
are unable to comply with your refund, since the tickets were used for travel.  However, when our service fails to meet with
our customer’s perceived expectation we feel it is important to acknowledge
this and appeal for a degree of understanding. Therefore, as frequent travelers,
we would be pleased to credit 5000 (maximum allowance) bonus miles each to the
Star Alliance mileage program of your choosing for your parents, as our
goodwill gesture. Please advise their mileage account numbers our handling of
the mileage accrual. 
 
Mr.
Asghari, thank you again for bringing this matter to
our attention. We welcome the
opportunity to regain your family’s confidence in Lufthansa.
With
kind regards,
B
B[redacted] 
Customer
Relations 
Lufthansa
German Airlines
1640
Hempstead Turnpike
East
Meadow, NY 11554
Fax: ###-###-####
E-Mail: [email protected]
www.lh.com

Review: We took Lufthansa Airline from Paris to Boston on July **, 2013 via Munich and stayed at Lufthansa business class lounge at CDG airport terminal 1. My daughter left her iphone on the seat inside lounge and we asked the flight attendant on airplane and was told I can contact Lufthansa once I arrived. Once I arrived Boston, I contacted Lufthansa transfer desk(when I was told by flight attendant), they told me that they can't help and I need to call CDG airport lost and found. I called CDG airport lost and found and I was told that since I left the phone inside Lufthansa lounge, I have to call Lufthansa directly. So I called Lufthansa USA at [redacted] and was told to call [redacted] but I called more than 20 times from 12:30pm to 2:30pm Paris local time and no one answer the phone, no voice mail. so I called [redacted] again and was told that it is the only number that they can give to me for Lufthansa CDG airport and there is nothing they can help at this point. they also gave me the Lufthansa complaint phone number [redacted] and I called and was told it may take 30 days for them to response to me.Desired Settlement: All I need is to get Lufthansa CDG phone number which someone from Lufthansa can answer and help me to locate the phone and ship back to my home if they can find.

Consumer

Response:

I was contacted by Lufthansa customer relation team and gave me another phone number so I was able to successfully connect to the lounge where I lost the phone and luckily they were able to locate the lost phone and in process to send back to me.

Thank you very much for your help.

Sincerely,

Review: Our grandmother was very ill so we decided to book tickets in the evening to go see her. Her health was declining everyday more and more and we very very worried about her. Our Lufthansa experience was simply awful to say the least. Our seats on the plane did not work. My son and I had to help each other to move the seats. The TV screens also did not work well. My son had shared his screen with me when I wanted to watch a movie. The food that were served was AWFUL. No one knew what we were eating. [redacted]'s tastes better than their food. My son got sick because of it. He had major [redacted] and [redacted] several hours later. Here's the "best" part of the trip: We arrived at the Frankfort Airport at 7:30am. Our next flight was boarding at 8:30pm. At 8:28pm or so I received an email that our flight was changed. I found out at the counter that the flight was cancelled. The "funny" part is that the weather was fine in Frankfurt and our destination Krakow AND also other flights were leaving from Frankfort. WHY WAS OUR FLIGHT SPECIAL?? There was 12 of us for the flight so I more than strongly believe that the airline did not want to fly the whole plane for us when there is 100 or so seats on the plane. Instead they dumped us in a hotel which was MUCH cheaper for them. The next morning when we were driving on the bus to the airport, our grandmother has DIED. We never got a chance to say goodbye or see our grandmother for the last time because of Lufthansa's greed and being cheap! That was the WHOLE point of the trip. I spend $2000 on tickets for nothing :( Lufthansa is offering me and my son $150 each. Really??? That's not even 1/4 of what I paid! This was my first trip on the airline and I had such an AWFUL experience AND I will NEVER see my grandmother again. I think I should be compensated more than that because of the whole situation and the stress that they have caused me.Desired Settlement: I would like at least a 1/4 of my airline ticket fee refunded for the AWFUL experience and stress caused by Lufthansa.

Business

Response:

[redacted]

Dear [redacted]:Below is our reply to [redacted] with copy to her.We hope to have clarified Lufthansa's position.Thank you for contacting us.Sincerely,[redacted]Customer Feedback North AmericaDear [redacted]:

We are in receipt of the

complaint letters you sent to both the DOT and the Revdex.com.

Please allow

us to reiterate that we sincerely regret to learn that your travel plans were

disrupted by weather related issues in Frankfurt which affected the runway

conditions; thus your flight was cancelled. I would like to offer my apologies

for the inconvenience you and your son experienced as a result of this

disruption. Once again, we extend our

condolences for the loss of your grandmother.

We know our

customers expect their flights to operate as scheduled and we make every effort

to do so. Many factors can affect operating conditions which includes

extraordinary circumstances such as a strike and bad weather, therefore flight

schedules cannot be guaranteed. While I can certainly understand your

frustration, I appreciate your understanding that all decisions are made with

the safety of our passengers and crew first and foremost.

In accordance with EU guideline 261, liability

is excluded for consequential damages including loss of time or wages resulting

from flight irregularities. Lufthansa is also not obligated to absorb any

additional expenses that a passenger may incur in this regard.

As per the above mentioned

correspondences, you request that one quarter of your tickets be refunded to

you. Please allow us to explain that

your fare was $247.00 for each ticket; in demonstration of goodwill, we have

offered you $150.00 for each passenger for the total of $300.00, which is more than

25% of each ticket; the check should be

at yours by the first week in February 2015. Please also note that Lufthansa is

not in a position to refund any portion of taxes paid since that is money

collected on behalf of the different countries in your itinerary.

Based on the above described,

we respectfully close our file and thank you in advance for your kind

understanding of Lufthansa’s stance.

Sincerely,

On

behalf of

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 is lying! Weather was okay in Frankfurt. There was about a centimeter of snow on the ground and NO precipitation. Through out the day there was VERY little rain and VERY little snow. I would know because I was at the airport from 7:30am to 8:30pm!! Other flights such as to Paris were leaving at the time. So were the "weather conditions" only affecting the Krakow runway? Or could it be the reason that was a total of less than 15 passengers and the plane has over 100 seats???? Paris flight had probably 50 people or so I guess it made the runway conditions okay since most of the plane would be filled. I am sure it was MUCH cheaper for the airline to put us in a hotel than fly 12 people to Poland! Lufthansa ALWAYS uses the weather as an excuse. For example, on our flight to Chicago from Frankfort the captain said we were arriving late because of weather conditions YET in Frankfurt we were late boarding by at least 15 minutes. Our flight experience was AWFUL also. Broken chairs, TV screens and food that tastes worst than [redacted]'s that made my son SICK.How about refunding us than the flight from Frankfurt to Krakow since you cannot refund taxes?? You and I both now that Lufthansa is lying! Awful awful airline with no customer service!

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

Sincerely,

Review: I called Lufthansa at 4:25 pm Eastern time to change two tickets from the [redacted] of May to the [redacted] of May. I agreed to the changes, gave my credit card information, BUT WAS NOT EXPLICITLY TOLD BY THE REPRESENTATIVE OF THE POLICIES, specifically that giving my card information meant that was a legal contract as well as the repercussions of cancelling a flight change.

After that call, I called less than 5 minutes later to cancel my change. The representative was respectful (which reflects my previous experiences with Lufthansa customer service), and after requesting to cancel my change, she put me on hold and then told me that I would have to pay a fee. After asking for an explanation and telling her that I was not informed that cancelling my changes in tickets would result in a fee, I asked for to speak to a [redacted]. She very delightfully transferred my call.

I was transferred to [redacted], who claimed to be the [redacted] and said that she was the representative who changed my ticket. I asked for more details as to why I would have to pay extra. After arguing over the same point over and over again (which was that I entered a contract when I gave my card information), I kept repeating that I was not informed of these policies before she asked for my card information. Her tone became more aggressive, and after stating that I would have to pay $200 to get my old tickets back,I asked to be transferred to another [redacted]. She replied in a very rude tone, "I will not be transferring you to another [redacted]." After that, the line disconnected. Later on I was accused by another [redacted] that I deliberately disconnected the line, but this was not the truth. I even called back as a result of the line disconnection.

When I called back, I was transferred to another [redacted], [redacted]. Without even listening the my complaint, he began to accuse me of purposely disconnecting the call, and completely defended [redacted] without listening (despite the fact that I am the customer). He claimed that the $200 offer was "off the table" and that he would discuss a new resolution AFTER processing the payment. Several times I stated, on record, "I DO NOT AUTHORIZE THIS PAYMENT." He said that giving my card information meant that I was in a contract with Lufthansa, and he had the right to do that (even though I was not informed of this before I was asked for my credit information).

This is not my first time dealing with Lufthansa, or changed a ticket by phone, and I am absolutely appalled at the level of disrespect and rudeness I was treated with. I can assure you this is the last time that I or any of my family members will deal with this airline.Desired Settlement: A refund for the $550-something I paid to change the tickets from the [redacted] of May to the [redacted] of May, an apology from both customer service representatives that were absolutely rude to me ([redacted] and [redacted]), and 2 tickets from Knoxville, Tennessee, USA to Cairo, Egypt (as replacement for the ones I lost due to customer service).

Business

Response:

Dear [redacted],

Thank you for contacting Lufthansa Customer Feedback and offering us the opportunity to address your concerns. We appreciate your patience while we reviewed the documented and time stamped history of your reservation confirmation number [redacted].

May we kindly advise that per the conditions of the fare type purchased through your travel agent, a change of reservation fee (USD120.00) plus any additional fare to the newly chosen flights and dates is applicable if the return portion of your reservation is changed. The history of your reservation indicates that you contacted our call service center staff on April **, 2014 at 20:39GMT time and requested that your return reservation date be changed. The original discounted fare level previously purchased ( L Class) was not available on your newly chosen flights and dates and as such at that time the change fee of USD120.00 plus the fare difference of USD155.50 (upsell to W/class ) per passenger was advised. The credit card number was given for the ticket to be reissued against the fee and fare difference. As duplicate reservations cannot be held, the original flights and dates were cancelled upon confirmation of the newly chosen flights and dates.

The Lufthansa call service center was subsequently contacted again, and it was requested that the reservation be returned to the original flights and dates. As these had been previously canceled, the identical flights and fare level class (L Class) were no longer available. Once seats are returned to the flight inventory, there is no guarantee of future availability. The information that the fare would be at a higher amount than the original was immediately advised. As a courtesy, the offer was made to waive the change fee, however the fare difference could not be waived. The flights involved were not solely Lufthansa operated flights and as such the accurate applicable fare must be charged. The offer was declined.

At this time your reservation for May **, 2014 is still active along with the associated ticket numbers.

If for the return reservation as scheduled is not used, the tickets have no refund or future use value. If you would like to change the reservation again, cancel your reservation or reconfirm that you will be using the reservation, please contact the Lufthansa call service center at ###-###-#### for an evaluation of any additional costs for newly chosen flights and dates.

[redacted], we place great value on the feedback of our customers and appreciate being apprised of your observations. For this reason, we will immediately pass on your comments concerning the staff to the respective management for information and internal review. Please accept our apology if the service you received was not as expected.

Thank you for contacting Lufthansa Customer Feedback. We hope you find the information useful in understanding Lufthansa’s our position in this matter.

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 does not provide any new information, let alone any resolutions. All it does is state the incident and provide a summary of what took place. As I have previously mentioned, the airline (represented by the customer service agent) is obligated to disclose all of this information before asking me for my credit card number. Because it did not disclose this information, I gave my credit card number under false pretense. I was not informed that once I gave my information that my old reservation would be cancelled and there was no way of going back. ?

I am still requesting that I receive a refund, and 2 tickets in replacement for the ones I lost for the [redacted] of May from Knoxville to Cairo.

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 writing to us again.

A thorough review of your file this morning indicates that no new information has come to light that would warrant a change in Lufthansa's response. The details conveyed to you by my two colleagues in their previous communication with you are correct; please understand that there is no refund due.

In closing, I realize we have disappointed you in this particular case, but assure you of Lufthansa's interest to be of continued service to you and your family.

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:

Once again, no new information has been brought to light. I wish someone would address the issue that legally, I must be informed of the terms and conditions of buying/switching tickets BEFORE I purchase them. Had I been informed of this information (which is a requirement o Lufthansa's part), I would have possibly taken a different course of action and not have had a problem to begin with.

Another issue that has failed to be mentioned is the rudeness of the two representatives that talked to me on the phone. I was appalled at how rude they were (for example, being told, "NO, I will NOT transfer you to another [redacted]" and also being blamed for purposely disconnecting the phone call). In these replies I have been told that the representatives were completely right. Does this mean that Lufthansa representatives can choose whether they do their jobs are not? Are they allowed to attack and bombard customers with accusations without giving them the chance to speak? Is that the correct behavior of a Lufthansa customer service [redacted]?

Sincerely,

Review: Hi. I am writing out of frustration with my recent travel experience with this airline. It was the worst travel experience of my life in 43 years of living. We booked it via [redacted] online. Our record locator is [redacted] with Lufthansa Airlines

Here is our story:

My husband booked our 10 year wedding anniversary trip to Italy through [redacted] online. He chose the airline Lufthansa on purpose because he is European and knows they are a good airline. We never got on a Lufthansa plane our entire trip. I can send copies of our emailed itinerary (it only reads Lufthansa except two legs of our flight which would be operated by United and one by US airways.) We were first delayed on our departing flight from Washington to arrive in Rome by 2 hours and they made us sit on the plane and not move, and not offering us anything because of maintenance (and it was hot and very uncomfortable). That was not such a big deal as we like a well maintained plane but the airline attendants were VERY rude. However on our way back on the [redacted] , departing from Venice we got bumped from our plane (we had taken a water taxi costing us 110 Euros so we would make it on time and were 2 1/2 hours early for our flight but had to stand in the check in line for almost two hours in Venice) right when we got to the check in . We were rerouted via British airlines to go to London, then to Washington DC, then to Nashville (via United). I had paid for our seat reservations on Lufthansa (35 dollars each in addition to the cost of the ticket as I was not made aware that we may not sit together so made this reservation over a week in advance) and STILL got bumped off the flight . When we arrived in Heathrow,London, we were held up in security forever even though there was nobody in line because they were very slow with going through all our bags because of all electronics, we were all clear and then they told us we were too late for the flight to Washington (even though the plane had not taken off yet and we still had 20 minutes before they did and they would not make an exception, they closed the gate). They told us they could route us to Newark, NJ on the next flight at 6pm but we would have to spend the night in Newark to catch a 10am flight home on the [redacted]. They said that Lufthansa would take care of our hotel but when we arrive in Newark there was nobody who would do that and they were quite rude and also lost my husband’s luggage. So we had to pay, at our own expense, at 10pm at night, the first hotel we could find to stay in. We also had to pay for taxis, meals, and personal items because of lost luggage. We arrived home the next day with a total of a 14 hour delay of our trip. The real kicker is my husband did not have July [redacted] approved off from work. He is a high level [redacted] for Regus and has a ton of responsibility and makes around $370 per day with his base salary alone. I own my own company and make around 100k-150k per year depending on the year (my website is [redacted] for your reference of the company I own) and missing ANY time with work for me is money related. We were probably out 1000 dollars at least for this delay plus paying our petsitter for an entire extra day, the hotel, the taxis we had to take, items we had to buy because of missing luggage, ect. We were given compensation of 300 euros each from Venice because we were bumped from that particular flight but were not given any compensation for the next bumped flight (the one in London) and that one was the one that costs us dearly with our jobs and major inconveniences. Again, we were delayed a total of 14 hours for our final destination and we are out over 1500 dollars now because of it with my husband having to take the day off without approval from his company. I want also want a refund for the upgraded seats which we never got on the plane. I paid for premium economy plus which we never got. So, I want some type of extra compensation as the 300 euros each does not even begin to cover the issue. You guys also gave us lunch vouchers in the Venice airport and nobody would take them so they were useless.

At this point we are wondering if an actual Lufthansa plane actually exists as we have never been on one or seen one and that was the airline of our choice, we cannot stand United and kept getting put on United flights. Oh, and our luggage was lost as well and we did not get it until we arrived a day later. This is a disgrace to your company and we are very angry customers.

I already emailed and tried to call Lufthansa myself with no response except an auto-response that they received my email. We were treated rudely by anybody associated with the airlines and we paid almost 4k total to them plus seat upgrades to take this trip!Desired Settlement: We want more than just 300 euros per person in compensation from them. They kindly gave that to us in Venice for being bumped from THAT leg of that trip but we ALSO got bumped from the next flight in Heathrow and that was the one that cost us the most money, time, hotel costs, cost with our jobs. We want at least another 300 euros/400 dollars per person in compensation or at the very least all our costs associated with inconveniences (hotel, taxi, reimbursement for time missed at work, reimbursement for items bought because of lost luggage, etc.).

We also want an apology as this was a big deal for us, this trip, my husband just recovered from colon cancer last year and this was our 10 year anniversary trip, and it was totally ruined by this airline.

Business

Response:

Dear [redacted] and [redacted],

REF [redacted]

Thank you for

your correspondence and for choosing Lufthansa and our [redacted] partner

for your travel needs. We were sorry to learn of the circumstances that

prompted you to write and appreciate the opportunity to respond.

It is

disappointing to hear that the United Airlines operated flight UA966 on July * from Washington to Rome had been delayed. Our alliance with United Airlines is

meant to offer a streamlined, seamless product, which will make travel easier

for and ultimately benefit all our customers. In addition, the members of the

[redacted] are committed to providing all passengers with a consistent level

of comfort and service while still maintaining each partner’s unique style and

personality. Whether on the ground or in the air it is our intention to provide

our customers with a travel experience that is comfortable, worry-free and

enjoyable. Lufthansa, as well as, our [redacted] partners,

over the years, have consistently earned high marks in all aspects of customer

service, and our courteous and friendly flight attendants are a cornerstone of

our success and we regret to hear that the United staff was perceived as rude

or unprofessional. The points you have raised are well-received, and we can

assure you that our customers’ opinions of our partners are important to us.

Therefore, your correspondence in its entirety has been forwarded to our Star

Alliance Management Team for their information and internal review.

It

is upsetting to learn that you were unable to travel as planned on your return

flight home from Venice on July **. In principle overbooking is relatively

unusual. However, the practice of overbooking flights has been in use by all

notable airlines for decades and is unfortunately an indispensable practice.

Lufthansa is not alone in bearing the consequences of the absence of these

passengers, but conversely, there are also those who wanted to travel on the

flight which appeared fully booked and were not able to obtain a reservation

despite the fact that seats would still have been available. By overbooking our

flights, we therefore increase the likelihood that you can obtain a reservation

for the flight you wanted.

Furthermore

this does not simply mean that Lufthansa generally sells more tickets than the

amount of seats available. We rely on complex and constantly updated

calculations which are based on carefully analyzed data. As a result we succeed

in efficiently determining the actual number of passengers on each flight

accurately in advance. In the extremely rare cases where overbooking actually

does occur, we naturally pay appropriate compensation to the aircraft

passengers concerned. Your disappointment is certainly understandable since you

had arrived early enough at the check-in counter in Venice and there had been

no more seats available. According to the history of your reservation, our

staff had provided you each with EUR300 as denied boarding compensation and had

rebooked you with British Airways flight BA579 to London later that day with a

connecting United Airlines flight UA925 to Washington and onto Nashville. We

also understand that our staff had provided you with a meal voucher during your

transit stay; however the restaurant you had chosen had not accepted them. We would like to be

of assistance to you and therefore are requesting for you to send a copy of

your meal receipts to the below email address listing your reference number

[redacted] on top so that we may reimburse your meal expenses. In addition, we have also contacted

our Refund Department who will process the refund of the unused advance seat

reservation for USD70(USD35 X2) which will be credited back to the original

credit card used for payment within the next four weeks.

We regret

that you were delayed at the security check point in London and as a result you

had missed your connecting United Airlines flight to Washington. We can only

imagine your frustration. We would kindly like to advise you that the security

check points are handled under the jurisdiction of the federal or local transit

authority, which operates independently of Lufthansa or British Airways, and

therefore Lufthansa nor British cannot be held responsible for your delay and

missed flight. We understand that our staff had rebooked you once again with

United Airlines flight UA943 to Newark with a connecting flight on the

following day UA4187 to Nashville. Further history indicates that an overnight

hotel voucher had been provided to you during your transit stay in Newark. We

were sorry to hear that you were unable to locate the hotel and had made other

arrangements for another hotel. We would like to be of further assistance if

our staff in Newark had not yet reimbursed your overnight hotel, meals or

transportation expenses to and from the Newark airport. Therefore at your

earliest convenience, please send us a copy of these receipts to the below

email address and we will be pleased to review your claim for reimbursement. On

behalf of Lufthansa, we sincerely apologize for the disruption to your travel

plans and all inconveniences as we realize you arrived home much later than

anticipated and your husband as a result had missed a day of work. Regrettably,

we are unable to provide you with additional compensation as requested since

loss of time and wages does not fall under the scope of liability.

It is

disappointing that your luggage had been delayed as well upon your arrival in

Nashville. Luggage is normally processed with care and accuracy and the vast

majority is handled without incident. Of course, we realize that statistics

have little meaning to a passenger whose baggage has been mishandled and regret

the less than positive impression gained. We appreciate your understanding that

when a customer travels with more than one airline, it is standard practice

that the last carrier to deliver the customer to their destination is

responsible for processing a baggage claim to conclusion. This procedure was

developed to avoid a duplication of efforts and to expedite the handling and

settlement of a claim. Since a baggage claim must be filed upon arrival at the

customer’s final destination, the last carrier is in possession of the

necessary information, documents and tracing. Therefore please contact your

final carrier, United Airlines, for final reimbursement for any interim

toiletry or clothing expenses you may have had until your luggage was delivered

to your home on the following day as indicated in the United Airlines report

and [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.

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:

I got the same email from them on my email ([redacted]) over the weekend and responded to them (see attachment). They NEVER provided us with a hotel voucher, in fact we could not get then to ever even commit to compensating us for our hotel over the phone while in Heathrow when we were standing at the United Counter calling them (the United representative was trying to help us by calling the Lufthansa rep for us and they would not say they would pay for a hotel or commit to it). Also, when we arrived in Newark there was not one representative from Lufthansa around and so we again had to deal with the people from United which said they had no idea how to compensate us for our hotel so we had to pay for all expenses ourselves. They are basically a phantom airline as we did not see or get on an actual plane the entire time even though our itinerary clearly stated we would be flying on Lufthansa. I have sent you my original itinerary for your review attached. I sent them a reply on Saturday as attached basically saying I did not agree and we need more compensation for the second leg of the flight that we got bumped off of for a fair settlement. They only compensated us for the first leg of the flight in which we were bumped off of. See all attached materials. Our original itinerary had us arriving home on Sunday the [redacted] in the evening and we ended up getting home in the middle of our work day on Monday July [redacted] instead! HIGHLY inconvenient...as we were rerouted all over the place ( I have all tickets saved to prove this).

Thanks!

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

prompt reply in submitting your receipts for your expenses.

As indicated

previously that the security check points in London are handled under the

jurisdiction of the federal or local transit authority, which operates

independently of Lufthansa or British Airways, and therefore Lufthansa is not

liable for your missed connecting flight due to the long lines at security.

Although under the circumstances, we have agreed to reimburse your unexpected

overnight transit expenses in Newark due to the rebooking of your flight. We

will be mailing you a check for USD395.83 to your home in [redacted] which

should arrive within the next three weeks. However, we are unable to provide

you with the positive response you are seeking regarding additional compensation

for your loss of time and wages as it does not fall under the scope of

liability. On behalf of Lufthansa, once again we sincerely apologize for all

inconveniences and hope that you and your husband are feeling better at this

time and have fully recovered.

We regret

that we were not able to meet your expectations on your recent journey; however

we look forward to serving you in the future.

Sincerely,

Review: I recently had a very bad experience with Lufthansa. My wife is from Germany and her parents are still there. I have been searching for months for airfare, to travel with my family to Germany in late July, so my my in-laws can meet our son. I have searched [redacted] almost daily. On May [redacted], 2014, I searched [redacted] and the prices were around $1700 per person with taxes and fees. However, there was an ad directly from Lufthansa on the right side of the page that said "Round-trip, $1156 per person, including taxes and fees, Washington to Munich Jul ** - Aug * 2014" with a link to "Book now." I have a screenshot of this Lufthansa advertisement. I was elated. But, when I clicked on the link, I was taken to the Lufthansa webpage with a rate that was much higher.

I couldn't understand why the rate that was advertised was not the one that came up. I called Lufthansa customer support and spoke to a gentleman named [redacted]. I asked if they could honor the rate that was advertised. First [redacted] told me that the rate was from [redacted], not Lufthansa, and it was their problem. When I explained that it was not a result from [redacted], but an ad from Lufthansa that took me to the Lufthansa website to book, he said that it must have been sold out by the time I clicked on the "Book Now" link. That made no sense-- I had been searching for rates every day and the ad had not shown up until now. And, I couldn't believe the tickets would have sold out in the half-second it took me to click "Book Now." At this point [redacted] told me the ad was being shown by mistake because their rates haven't been that low for a while.

I asked if they could honor the rate, explaining that I myself am a small business owner, and that if I make a mistake and advertise something incorrectly, I need to honor that rate. [redacted] told me I was out of luck. After I said I was upset, [redacted] told me he would see if he could get the same rate, and then promptly transferred me to someone else. A [redacted] named [redacted] picked up the phone and asked if he could help me. I explained the whole situation again, and [redacted] told me there was nothing he could do, because if they honored the rate that would be price-fixing and they would be breaking the law. That also sounded strange. I explained that it seemed more unlawful not to honor the rate because that would be false advertising. I said if they couldn't honor the rate, maybe they could pay the difference so the end result would be the same.

I asked if the issue could be escalated to [redacted]. He told me there was no way for him to send a message to someone higher up. Finally, when I mentioned I was going to make a complaint, [redacted] said he could actually escalate the issue. I also sent a message through the website. As of yet, I haven't heard back.

Today I found a phone number, for the sales office in New York and gave them a call. The gentleman I spoke to, named [redacted], said there is no way to speak to a person about issues like these, and my only recourse is to wait and see if I get a response from the email I sent through the website. As a customer this is very frustrating. He also advised me that the rate must have sold out and that this happens all the time, and it's not their fault. I cannot understand why an advertisement with specific dates and set rate would be shown, if that rate is not available.

The ad was very clear. It listed the dates and the rate, and I clicked on the book now link immediately. I feel that this advertisement should be honored. Moreover, I am upset with the customer service I received. If need be, I can provide a time-stamped copy of the ad as well.Desired Settlement: The ad should be honored. I should receive the advertised rate for tickets on the advertised days. If that rate is not available, the company should pay the difference on a higher fare, so that I receive two round-trip tickets at $1156 each. Moreover, the company should not advertise rates that are not available.

Business

Response:

Dear [redacted],

Thank you for your correspondence and for choosing Lufthansa for your upcoming travel plans. We were sorry

to learn of the circumstances that prompted you to write and appreciate

the opportunity to respond.

We have contacted our Marketing Department and they have verified

that the information listed on the [redacted] website are pricing fares that are listed from [redacted]; although when you click on the link, it will direct you to the Lufthansa website for information on our flights and fares.

We regret to hear that the indicated [redacted] fare was not available for your dates of travel and apologize for any misunderstanding. We have forwarded your entire information to our [redacted] at the Call Center and have requested for them to contact you directly within the next few days and assist you with your upcoming journey in July.

We value your patronage and look forward to welcoming you and your family on board a future Lufthansa flight.

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:

[Your Answer Here]

Dear [redacted],

I appreciate your response, but unfortunately it is not accurate. I was not talking about a rate that was listed from [redacted] in the search results, but rather an advertisement directly from Lufthansa displayed on the [redacted] website. Please take a look at the attached images. This is not from [redacted], but an Ad from Lufthansa. If you are willing to honor the advertisement, I will be happy to resolve the complaint. Otherwise, I cannot.

Thanks,

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 your continued correspondence. We are sorry to have disappointed you

with our response. Please 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

understand that one of our staff members for the Call Center has already contacted

you and had offered you the lowest Lufthansa published fare for the dates on

your upcoming trip. As indicated previously, the information posted on the

[redacted] website is not from Lufthansa, but from [redacted]; although we understand

that you were directed to our website verifying our current correct rates.

We

regret that we were not able to meet your expectations in this particular case;

however we look forward to serving you in the future.

Sincerely,

Review: I purchased a ticket from Lufthansa.com in May 2013. Due to travel complications, I had to return this ticket and purchase a new one for same destination (outbound and inbound) but different dates. In July I received a refund for the ticket for the amount which simply did not make sense. During my first contact with their customer service, I was told that Lufthansa had made an error in processing the returned ticket and calculating the refund. Since July of last year, there is still an outstanding balance of about $300 which Lufthansa is refusing to credit back since they claim only one portion of each ticket was cancelled due to their error and because of this they can not honor their own refund policy of the ticket. I have sent seven emails asking for a customer service person to contact me and every time, they simply reply that this is the best they can offer and the case is closed in their eyes. I was told to sent a letter to the [redacted] also which I did two weeks ago, and still no acknowledgment.

Lufthansa refused to offer a phone number and only communicates via email or fax in Germany which is where I purchased the ticket. I tried to US location and they also did not offer any support. Copies of all correspondences can be provided if needed.Desired Settlement: I would like a correct calculation of the amount due and transfer of the remaining balance to my card. I also would like to have this complaint on file against the customer service of this company. They already have a rating of F on your web site anyhow so I believe I am not alone :(

Business

Response:

Please be advised that as [redacted] resides in Germany his claim has been responded to there. Lufthansa has acknowleged his concerns and explained why a refund is not possible.

The final response was as follows:

Dear [redacted],

Thank you for your continued correspondence we appreciate this opportunity to address your concerns further.

Again as per our previous correspondence we advised you that due the unfortunate error made when re issuing your ticket, that it is unfortunately harder for us to calculate the refund of your ticket according to the fare rules.

Please let us kindly elaborate the reasons why it is difficult to sustain a full refund of your original ticket as you requested.

When making a reservation all tickets are created by using a sequence of coupons, this means that there are two coupons created for your complete journey.

However, when you contacted our reservations team to reissue your ticket a new ticket was produced for you. However, the inbound coupon on your original ticket was left open.

From our investigation we can see that you traveled on your outbound flight using the new ticket issued and returned on the inbound flight of your original ticket.

Our records show that both tickets [redacted] and [redacted] have unused coupons. Therefore, in order for any refund to be requested the coupons must be fully unused. As only one coupon from each of your tickets has been used. We are unable to calculate the correct fare for refund for each ticket according to the fare rules as the cost of both tickets differ.

However, we can now see from our records that ticket [redacted] was refunded on ** June 2013 to the sum of EUR440.31 to credit ending in [redacted] and ticket [redacted] was refunded on ** October 2013 to the sum of EUR392 to credit card ending [redacted].

Therefore, as both tickets have now been refunded according to the fare rules. we must advise you that we will make no further comments on this issue and now consider this case closed.

Thank you for your patience and understanding.

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:

I have read the response from the Business which is simply a resubmission of their last response and the exact reason I filed a complaint with the Bureau in the first place. The issue remains the same that due to technical errors made by the business while processing my cancelled ticket, they are not able to refund the remainder of the balance that is still due. I fully understand the explanation provide as to the case of the error but this is not an excuse to expect a customer to take on a financial loss, due to errors made by the business.

I personally do not agree this case is closed and am aware there is not much more I can do about it short of taking legal actions since they are not even complying with the legal terms and conditions of the ticket that was purchased. This was a fully refundable ticket with a fixed cancellation fee. One third of the full amount has not be refunded back and this is now 9 months later and countless hours of my time and effort. I have sent seven emails to the Customer Service department of this business since this last reply which they have provided to you and not a single reply has been received.

My goals for filing this complaint were in two folds; one with hopes that other customers see and read about the type of customer service handling of Lufthansa which is simply not ok and secondly, I had hoped to have the support of the bureau to encourage the business to take the necessary steps to correct his in a fairly manner.

If the position of the bureau is that nothing else can be done to resolve the issue, I would like to kindly ask you to please consider keeping this complains on file against this business to help protect other consumers. I am not alone in having to have experienced this, there are hundreds of complains on the Lufthansa’s own [redacted] page which simply ends with “we apologize for the inconvenience and your bad experience”. I am really not a [redacted] user, but came across that page in the desperation attempt to find someone who would listen to this case at Lufthansa and take responsibility to correct it.

Sincerely,

Review: Three passengers my wife [redacted] and two daughters [redacted] and [redacted] with E-ticket # [redacted] and reservation Ref# [redacted], were at Toronto Pearson airport on June ** more than one hour before the flight, but their luggage arrived 20 minutes later. Unfortunately the supervisor refused to allow them to board the plane and when I asked him to let them board without luggage and send the luggage later he said it is not possible. The day after I realized that I could use other carries to send the luggage (e.g DHL).

The airline had no representative at the airport so we had to return back home. Then on July ** I filed a complaint to the airline and requested to change the tickets to June ** but received no answer from the airline. On June ** after not receiving any feedback from the airline and because my wife had to attend a marriage ceremony and visit her very sick father and she had suffered a lot of unnecessary stress, I had to buy another set of tickets from a different airline (there were no other tickets available with economy class price).

Then on June ** I send another request to Lufthansa and asked for a full refund, but I have not received any reply yet.

My complaint to Lufthansa has this Reference # [redacted]Desired Settlement: Full Refund

Business

Response:

Re: Complaint ID [redacted]

This is in reference to the above-mentioned claim brought by [redacted] favour passengers, 1. [redacted] 2.[redacted](CHD/**APR**)

3[redacted](CHD/**JUL**), booked on ticket # [redacted] to travel as follows:

LH[redacted] S **JUN Toronto to Frankfurt, operated by Air Canada

LH [redacted] S **JUN Frankfurt to Tehran

LH [redacted] S **AUG Frankfurt

LH[redacted] S **AUG Frankfurt to Toronto, operated by Air

As you are aware, passengers must present themselves at check-in and at the boarding gate well ahead of a flight’s scheduled departure to allow for the completion of all required procedures, including the calculation of the weight and balance of the aircraft. Thus, the stipulated check-in and boarding deadlines must be adhered to at all times.

Please be advised that the check-in deadline for Lufthansa and Air operated flights is 60 minutes before departure. By [redacted]’s own admission his baggage arrived 20 minutes after he arrived with his family at the airport, which was approximately 1 hour before departure. Consequently, the flight was already closed. Once closed, it would require complex re-adjustments to re-open; in fact security regulations prohibit the re-opening of a flight. Moreover, for security reasons carriers are not permitted to carry baggage without the passenger. Hence his request in this regard was denied.

Per our records they were holding net fare tickets issued on February *, 2013 by a wholesaler or Consolidator, Safar Travel Ltd. Regrettably we do not have access to these net fares, which are generally non-refundable. They would therefore have to contact their agent for any possible refund on these tickets.

In view of the above-mentioned circumstances we are unable to assume liability for any out of pocket expenses they incurred at the time; nor are we able to refund the tickets in question.

We appreciate being able to clarify this matter.

Sincerely,

Lufthansa German Airlines

Customer Relations

North America

Business

Response:

Re: Complaint ID [redacted]

This is in reference to the above-mentioned claim brought by [redacted] favour passengers, 1. [redacted] 2.[redacted](CHD/**APR04) 3.[redacted](CHD/**JUL08), booked on ticket # [redacted] to travel as follows:

[redacted] S **JUN Toronto to Frankfurt, operated by Air

[redacted] S **JUN Frankfurt to Tehran

[redacted] S **AUG Tehran to Frankfurt

[redacted] S **AUG Frankfurt to Toronto, operated by Air Canada

Further to my earlier response to the Revdex.com of June **, 2013, we regret [redacted]’s continued disappointment with our handling of the matter.

Please be advised that the check-in deadline for Lufthansa and Air Canada-operated flights is 60 minutes before departure. As [redacted] and his family’s baggage arrived after the check-in deadline, the flight was already closed. Once closed, security regulations prohibit the re-opening of a flight. Additionally, security regulations prohibit the carriage of baggage without the passenger. Hence his request in this regard was denied.

Per our records they were holding net fare tickets issued on February *, 2013 by Safar Travel Ltd. These were based on a wholesaler or Consolidator’s net fare. Regrettably we do not have access to these net fares, and therefore are not aware of their terms and conditions. They would therefore have to contact their travel agent for any possible refund on these tickets.

Thus, as stated in my earlier response, in view of the above-mentioned circumstances we are unable to assume liability for any out of pocket expenses they incurred at the time; nor are we able to refund the tickets in question.

We trust this clarifies the matter.

Sincerely,

Lufthansa German Airlines

Customer Relations

North America

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:

[Your Answer Here]

Hi

As you have also admitted, at least the passengers where at the airport on time. Lufthansa is responsible because:

1-Misleading me by giving me wrong information.

Review: I am making a complaint against Lufthansa Airlines regarding booking reference GCMSTC which were two airline reservations purchased through Liberty Travel regarding a flight from Munich, Germany to NJ being cancelled due to a Lufthansa strike on September [redacted], 2015 for my parents, [redacted] and [redacted]. I will outline the situation prompting my complaint. I obtained an email address for Lufthansa to write about my complaint that I tried to get resolved for my elderly parents on September [redacted], 2015. I got an auto response the next day that they got my email and that they will get back to me, and since then, I have heard absolutely nothing back from the company which leads me to believe they are not going to get back to me. I can't imagine how slow a company can be in getting back to a person, almost two weeks is completely unacceptable. At any rate, My parents were supposed to arrive back to NJ via Newark Airport on September [redacted], 2015. They arrive at the airport expecting to board a plane to take them home when they were told their flight was cancelled due to a strike., They were not offered any hotel accommodations and were basically left stranded at the airport, they had to take a taxi to get back to their location in Italy., My parents explained to me that the next day they returned to the airport to board a flight,, my father, who is 78 years old, waited on line several hours, there was total chaos at the airport, people were cutting in line in front of him, and the only way he was assisted finally was because he nearly fainted from the stress of waiting. He gets to the reservation desk, and is told that the plane he and my mother were supposed to take was not available due to mechanical difficulties. They were then delayed for another 5 hours approximately. The aggravation they endured, as two senior citizens was bad enough, but my mother, the owner of a small business, lost an entire days pay with the delay, not to mention that they also had to take a car service to get home because their flight was landing at JFK airport vs. Newark, NJ airport where I was supposed to pick them up So, they had to pay an additional $160 for the care service., due to being re-routed to NYC. vs. Newark. They explained to me that they pretty much endured a nightmare to finally arrive home, and I was most concerned when my mother thought my father was going to have to go a hospital from the stress of this delay, not an easy thing for a 78 year old man and 72 year old woman to go through. The fact that there has been no contact from Lufthansa about this, besides a computer generated auto response is outrageous and unacceptable on all levels, it's clear this organization does not value people's business,Desired Settlement: I would like some type of credit adjustment, or refund.

Consumer

Response:

At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I need to supply them with receipts because they are willing to reimburse me for a limo and hotels and meals, once I submit the receipt, I will be reimbursed. I haven't yet submitted the receipts to them,

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Lufthansa German Airlines has been resolved.

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

Sincerely,[redacted]

Review: Luggage lost for 3 days. Luggage allowance never reimbursed, as they had promised. They don't respond to emails and have no contact person in U.S..

Lufthansa lost our luggage for 3 days. They told us that we had a luggage allowance and to file in the U.S. when we returned. We followed the procedure outlined and submitted all material. They haven't followed up with us and will not respond to our e-mail or the e-mail of our insurance company who won't pay until we have a response from Lufthansa denying or paying my claim.Desired Settlement: I would like Lufthansa to settle my claim and pay the Money owed us which is roughly $359 Euros.

If not I would like a letter or email that they refuse to do so.

Business

Response:

Dear [redacted] and [redacted];

Thank you for your correspondence and detailed information regarding your expenses for Property Irregularity Report [redacted]. Lufthansa strives to provide worry-free travel and like you, we are disappointed when this goal is not achieved.

We are pleased to reimburse your interim expenses for purchases made while waiting for your delayed bag. Kindly expect our check to arrive in approximately three weeks. The amount of the check is $472.00USD.

We hope you will continue to put your trust in Lufthansa in the future and we look forward to welcoming you on board again soon.

Kind Regards,

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. I regret that it took my reporting them to the Revdex.com before they were willing to respond to me.

Sincerely,

Review: I contacted the Lufthansa customer service by email on Jan ** and got an automatic reply that they will get back to me. It's been 12 days and I haven't got a response yet. Below is the email I sent them and my concern with their service:

My name is [redacted] and I would like to voice our absolute frustration with Lufthansa’s operation and customer service. We had a flight ([redacted]) from Berlin to Dallas with a stop in Frankfurt on Jan [redacted] 2016. The plane took off around 10-15 minutes late due to boarding a family who were late. We were really worried about our connecting flight and spoke with a flight attendant about it. We asked about our gate and she said we are arriving at Gate A and that we only need to take the elevator to the second floor to get to [redacted]. We arrived at Frankfurt airport but there was no bus available to take us to the gate. We had to wait around half an hour for a bus. Everybody seemed to be frustrated. We asked the flight attendant to contact our flight and let them know that we are waiting for a bus. But they refused and they said they couldn’t do anything. We stood on the stairs, in the cold for half an hour for the bus to arrive. When we got to the gate, we had to walk a long way, around 1.3 miles to get to the right gate. Basically the flight attendant was wrong about her directions.

We finally got to the gate and there was a representative, Mr. W[redacted], at the gate who said the flight left 10 minutes early. I don’t understand how our first flight waited for 3 passengers even though it was a domestic flight but this flight which is running once a day to Dallas as an international flight, couldn’t wait for us. Instead took off ten minutes early!!!

We asked W[redacted] what we need to do and he said we will need to walk to A13 to speak with a Lufthansa rep for arrangements. I told him that I have hurt my back and I can’t walk. He just said that there are a lot of handicapped people and we have to walk to that gate. We asked him if he could look up to see if there are any other flights and he said in a very rude way that he won’t speak with us anymore. Instead of being compassionate and apologizing about our inconvenience, he turned around and said he will not say a word anymore! So we left since we were ignored, and started walking towards A13. The walk was really long! So we stopped and asked one of the officers if there is a closer Lufthansa help desk and he said Z13 which is almost across from Z16 (where we originally started from). He was wondering why we were directed to A13!

We turned around and walked back to Z16. There were a whole bunch of upset passengers standing in the line. The line was not moving at all. We were waiting around an hour for a rep to get to us. We were really exhausted and frustrated. First they offered us flights with a few stops and we refused since we didn’t want to take a chance anymore. The lady who was helping us said there is only one seat left on the direct flight the next day. We asked her to make it happen and put both of us on that flight. She got us a hotel and put both of us on standby for the flight on Jan [redacted]. I am not sure why she didn’t confirm one since she had a seat available!

By the time we went to the hotel it was almost 3pm. Our whole day was gone and we were really tired. The next day we got to the airport really early to make sure we get on that flight. The lady at the gate said there is no availability. So we asked her to call her manager. She said the manager is on his way and will be there in 3 minutes. We waited and waited and no manager! We asked again and she said, I told you that he is coming. We waited more and no manager, so we asked them to page the manager. He showed up after 45 minutes. While we were waiting we could hear the agents asking for volunteers to change their flights for financial compensation. We went online and checked that Lufthansa was still selling seats for that flight online. Very strange! If the flight is overbooked and they were begging the passengers to change their flight, then why were they still selling seats?

The manager’s name was Mr. Ruediger E[redacted] and he mentioned that the flight is fully booked. We really had to beg him to do something for us. He said he will check with [redacted] and he will let us know. We were really nervous and sitting there waiting for him to call us. The boarding started and people were getting in and we still didn’t have seats. We had to walk to him since he didn’t call us. He said he got us 2 seats on that Lufthansa flight. We got on the flight as one of the last passengers.

We ended up getting back exhausted with no sleep since there was a kid with autism who was screaming the whole flight. We missed our work on Monday due to no sleep and total exhaustion. Our experience with Lufthansa was very negative. We are looking for a compensation and an apology from the airline since we didn’t hear an apology the whole time. Our confirmation number is [redacted] ([redacted]). Please contact Faregeek for refunding our money and let us know with a refund confirmation.Desired Settlement: I would like to be contacted by a customer relations executive with an explanation on why we never got a response and why we were treated so poorly. We also would like to get a refund and get compensated for the trouble and our missing time from work due to the poor operation of Lufthansa.

Consumer

Response:

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