Lufthansa German Airlines

Review: SEPTEMBER *, 2014 I ARRIVED AT LOGAN INTERNATIONAL AIRPORT TO SEE THAT MY LUGGAGE WAS DAMAGED HEAVILY. THE LUFTHASAN REP HAD GIVEN ME INSTRUCTIONS ON WHO TO CALL AND WHERE RO SEND MY DAGED LUGGAGE. AT THAT TIME I HAD ASKED HER ABOUT MISSING ITMES, COME TO FIND OUT SHE GAVE ME THE WRONG INFORMATION ON WHERE TO SEND MY REQUEST FOR REINBURSTMENT FOR MY MISSING ARTICLES. I SENT IT ALONG WITH THE DAMGED LUGGAGE. ABOUT 2 WEEKS HAD GONE BY WHEN I WAS CALLED BY [redacted] ABOUT REPLACING MY SUITCASE, AT THAT TIME I HAD ASKED ABOUT THE ITEMS MISSING, THEY TOLD ME TO CALL LUFTHANSA TO GET ANOTHER ADDRESS TO SEND A HAND WRITTEN LETTER. I DID THAT, ALTHOUGH THAT LETTER NEEDED TO BE THERE 7 DAYS AFTER MY COMPLAINT. BECAUSE I WAS GIVEN WRONG INFORMATION AND SENT MY REQUEST ELSEWHERE LUFTHASAN WILL NOT REIN BURST ME FOR MY LOST ITEMS STATING THAT IT HAS PAST THE SEVEN DAYS. I EXPLAINED TO THEM WHY IT WAS OVER SEVEN DAYS AND THEY STILL REFUSE TO REIMBURSE ME FOR MY LOSSES.Desired Settlement: I WANT TO BE FULLY REIMBURSE FOR THE ITEMS THAT WERE MISSING FROM MY DAMAGED LUGGAGE.

THERE WAS A PAIR OF HANDMADE ITALIAN LEATHER SANDALS THAT VALUE AT 70 EUROS ( I RECENTLY PURCHASED IN GREECE) AND ALSO A TORY BURCH WRISTLET/WALLET THAT VALUED $120.

Business

Response:

[redacted]

Dear [redacted]:

I very much regret that our phone conversation could not be completed due to the defective connection.

I am sorry to learn of the reported damage to your checked baggage on your recent journey. Luggage is normally processed with care and accuracy and the vast majority is handled without incident. Please accept my apologies, on behalf of Lufthansa, for any inconvenience experienced.

Since we would like to be of assistance, the damaged bag can be sent to our repair shop. You will receive a prepaid [redacted] label for you via email. Please drop off your bag together with the pre-addressed label at a [redacted] location near you. Your bag will be delivered to [redacted] for prompt assessment and will be returned to you within two weeks from receipt. Should they not be able to fix it, a replacement will be provided. To ensure a quick response from [redacted], please be sure to print your name, address, telephone number and our LH reference number on a sheet of paper, and enclose the information inside your bag prior to shipping. You may contact [redacted], toll free, at [redacted] to check on the status of your bag. Please refer to the file number provided above.

We are sorry to learn your report of missing items from your luggage. Please accept our sincere apology for all related inconvenience. Your concern about the security aspect of travel after experiencing the loss of personal belongings is very understandable. Since baggage is channeled through various points which include governmental agency and security checkpoints, it is not possible to determine exactly where the loss occurred. Please be assured that your report has been forwarded to the relevant security areas at Lufthansa Airlines for internal review.

May we advise that liability for checked baggage is regulated by the Montreal Convention; loss or damage to items contained therein should be reported immediately to Lufthansa upon arrival. Written notification within seven days is also acceptable for consideration. Lufthansa respectfully declines your request for consideration of missing items, as notification was outside of the aforementioned seven day time limit. You may want to look into the possibility of coverage under a private insurance.

We appreciate having the opportunity to respond and assure you of our interest to be of continued service. Thank you for your patience and understanding.

Sincerely,

On behalf of

Lufthansa German Airlines

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:

It clearly states in the letter that any missing items from the luggage are to be reported to a Lufthansa agent and are to be in writing within 7 days. When I came off the plane and went to the Lufthansa desk to report my damaged luggage and to let them know that items were missing from my bag, the Lufthansa representitive misinformed me on whom to report my missing items to. The Lufthansa representitive told me to include my missing items in writing along with my damaged luggage and send it to a an address she provided in Texas. That is what I did, almost a week later I was contacted by a man from [redacted] and was told he will be replacing my luggage although the missing items were not his responsibility. I was told at that time to contact Lufthansa again to get the proper information on where to send my request. By the time, it was over the 7 days. The fault lies with Lufthansa for providing the incorrect information on where to send my written request for my lost items.

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

Sincerely,

Business

Response:

Dear [redacted],

in accordance to our previous statements, Lufthansa is not in a position to honor [redacted]' request for additional compensation.

We are therfore, respectfully, closing this matter.

Sincerely,

on behalf of

Lufthansa German Airlines

Review: Hi,

Lufthansa Reservation code: [redacted]

My wife and 2 children including an infant was traveling on their journey back to USA on July [redacted], 2015 from Chennai, India (MAA) to Chicago, USA (ORD) VIA Frankfurt. They boarded the flight in Chennai, India on July **, 2015 at 1:50 am IST and reached Frankfurt at around 8:30 am Frankfurt time via flight [redacted]. To much of their dismay and my agony that my wife with 2 children was told at the last minute about the gate change and with 2 small children before she got to her gate for the [redacted] the flight to Chicago has already left.

Lufthansa airlines told her that she has to pay 150 Euros for herself and my son which she used her debit card to pay 300 Euros.

Please understand my wife [redacted] doesn't understand the language and doesn't speak English as well and she didn't know how to convey her protest but rather she wanted to reach her home in Chicago so she paid it via her Debit card.

I strongly protest these charges instead of making sure my wife with 2 children (including an infant) was not properly taken care in the transit at Frankfurt.

Please do the needful to refund the 300 Euros as soon as possible.

Yours Sincerely, [redacted]Desired Settlement: 300 EUROS REFUNED BACK TO our DEBIT card.

Review: I travelled to Paris with Lufthansa flight on June **, 2014. I had to buy a suit to attend an imprtant business meeting, since my baggage arrived with one day delay. I attempt to appy for a reimbursement.

1- Lufthansa website is not "customer friendly" at all. Doesn't provide guidance and clear contact information for these kind of complaints, and in my opinion deliberately makes it difficult to claim your loss with some circuit references within the website.

2- After spending long time, and giving several calls, I was able to get an e-mail adress from Lufthansa. I made a claim and received an automatic reply saying that

"We have registered your correspondence under Feedback ID [redacted] and will answer your feedback as soon as possible.

We apologize that we are currently unable to get back to you as quickly as we would like to. We kindly ask you for your patience and thank you for your understanding.".

More than 3 months and nothing from Lufthansa. I tried to call them. No number for costomer complaints ect. Plus their lines are always busy.Desired Settlement: 1- I would like to ask the reimbursement of 247 EUR (for dressing), I had to spend due to Lufhansa's failure to hand my baggage on time. All the relevant documents were sent to Lufthansa in the attachment of my e-mail dated July [redacted], 2014, that has been recorded by Lufthansa under the following reference number: ID [redacted].

2-Furthermore, what happened is not in line with my expectations of social responsibility and consumer protection from one of world's -so called- best airlines. Not a single link, single guidance in the web site for customer complaints and claims. This is a shame.

Lufthansa should also show better respect to cutomer rights and consider making their web site more custome friendly.

Business

Response:

Dear [redacted]:We had left several messages for you on your phone in July but never heard back from you. Please accept our apologies for the delayed delivery of your luggage. Of course Lufthansa will reimburse you for the clothing expeense incurred. Our check will be mailed to you within the next three weeks.Lufthansa remains at your service.Sincerely,[redacted]

Review: This is my second issue with Lufthansa since September of 2015, my first issue was resolved by contacting your company, I filed another complaint also regarding a strike that occurred November of 2015, I sent Lufthansa an email with a letter on 12/**/15. I also attached receipts of the reimbursement I am seeking for my father. I have gotten no response from them with the exception of an automated email response,. I find this unacceptable, I truly believe without contacting the Revdex.com, I would get no resolution of my issue through them. I am attaching the letter I sent them to explain the matter leading me to contact you.Desired Settlement: I am seeking a refund for two additional airline tickets both my father and brother had to purchase through a Turkish airline because they needed to do that in order to get home on their original return date, along with two car services I they needed to pay for which was a result of the strike.

Consumer

Response:

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

Consumer

Response:

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

on 01/**/16, I had gotten an email from United Airlines asking for receipts to be mailed to them for reimbursement, which I did and I just found out today that my father is being issued a check that has been sent to Liberty Travel. I believe the reason he is getting a check is because of your efforts. I am so sorry I forgot to mention that I had gotten an email from them, it was actually United who responded, not Lufthansa, so this is where the confusion was. I was going through a busy time a few weeks ago with work and I sent in the receipts, and I never followed up with them because it's very difficult to get through on the phone, and it takes them months to respond to emails, please accept my apology and thank you again for assisting my father with this important matter. I am very satisfied with the services of Revdex.com and this is the second time in two months that there were issues from the airline strike that you helped with, I am so happy that thanks to you and the Revdex.com he is getting his money in a timely fashion, thank you so much!

Sincerely,[redacted]

Review: Lufthansa delayed my luggage on [redacted] from San Franciso to Frankfurt on 7/**/2015. They soonly located the luggage and delivered the next day however, my jewelry was stolen from the luggage. I filed complained on their one and only channel thru their website. I have two feedback ID and its been over one month, I still havent gotten back from Lufthansa in any forms. I need to get a feedback or response from them to process my insurance claim thru my personal insurance.

I turned to the social media on Lufthansa's facebook and they told me I will get feedback from them but three days passed, still nothing.

I was kicked around between their reservation line and website technical line, I was not able to talk anyone who can handle this issue.

My Feedback ID is [redacted] and Feedback ID [redacted].

Lufthansa should not process customer service in a black box, they should have someone really handle this and help customer.Desired Settlement: Need to contacted by Lufthansa customer service individual and get a waiver on luggage liability, so I can process my personal insurance claim on lost item .

Business

Response:

Dear [redacted],Lufthansa Customer Feedback received 4 separate feedback from [redacted] Law and all are now merged into one feedback [redacted]. We responded to [redacted] feedback on August **, 2015 and requested proof of ownership for the missing items of a pearl necklace/earrings and emerald/diamond earrings. [redacted] was provided with her feedback number and to send the requested scanned copies of proof of ownership to [redacted]. We have not received a reply thus far.Sincerely,Tanya C[redacted]Customer Feedback North America Lufthansa German Airlines[redacted]

[redacted]Fax: ###-###-####Email: [redacted]lufthansa.comaustrian.comMembers of Star Alliance

Review: Dear Sir/Madam

I was a passenger on the flight LH426 from WAW to PHL on 11/**/2014. My luggage tag is [redacted]. Upon arrival to the airport in Philadelphia I received my luggage but the suitcase and its content was damaged.

After picking up the luggage I noticed that my suitcase has been damaged in several places. Among many problems there is damage to the wheels, the fabric I pierced in several places, several items inside is damaged. I was told by Lufthansa agent that my luggage was probably trapped somewhere along a transporter. These damages rendered the luggage pretty much unusable. The suitcase was accepted by a customer representative in good condition in the airport of origin in Warsaw. I tried to talk to airline agent at the airport but I was told that she is too busy with other customers. Lufthansa agent told me to wait and she warned me it may take even one hour to deal with my problem considering that there are many passengers trying to find their luggage and are switching their flights due to the delay. My flight was delayed over 2 hours. We arrived to PHL at 6PM. My luggage showed at 630PM. I had to go to work since my shift started at 7PM. Lufthansa agent advised me to fill this claim using fax or mail form within 7 days. This is the soonest I was able to complete this tasks considering that I am working all night.

I informed Lufthansa on the next day using email, mail and fax. All of the above has been certified way. Despite receiving info Lufthansa didn’t respond to my requests. Finally, I was able to talk to one of the agent about the problem after 6 weeks of calling. I was asked to file to form electronically again. Shortly after that I was told that my claim is rejected because Lufthansa was informed after 7 days from incident (I have fax confirmation, and certified letter with tracking info). I did inform Lufthansa within 7 days period. I wrote back to Lufthansa. They responded after 6 weeks plus denying my claim. I have Suitcase that was destroyed and bunch of valuable damaged as well. Lufthansa failed to recognize my claim despite providing timely notificationDesired Settlement: $250 for destroyed luggage, and items inside as well as mu time

Business

Response:

We sent the below letter to [redacted] along with a pre-addressed repair label to repair his damaged bag.Dear [redacted],Thank you for your continued correspondence and for providing us with your reservation confirmation number. According to your reservation, you had traveled with Lufthansa flight LH426 on December ** from Frankfurt to Philadelphia. We were sorry to learn that the flight had been delayed for one hour and 49 minutes due to weather conditions and de-icing requirements. It is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achieved. Because your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserve. Although every effort is made to maintain flight schedules as published, we are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customers. Despite our best efforts, many factors beyond our control may impact flight operations and while we can certainly understand your frustration, we appreciate your understanding that all decisions are made with the safety of our passengers and crew first and foremost. Nevertheless, we are unable to offer you compensation as requested in your correspondence, since the reasons for the flight irregularity you experienced are considered exceptional circumstances that, despite our best efforts, could not have been prevented. Lufthansa is, therefore, absolved from its obligation under the terms of EU Directive 261/2004 to provide compensation payments. On behalf of Lufthans a, we sincerely apologize for the disruption to your travel plans and all inconveniences.We regret to learn that upon your arrival in Philadelphia that your luggage had been damaged and you had not filed a damage report since you had to leave the airport due to business commitments later that evening. We can only imagine your disappointment. In your prior letter which was faxed on December **, you had indicated that your travel date was on November ** and at this time you did not provide us with our reservation record locater. Therefore, our colleague in Germany had declined your request for repair. A copy is enclosed for your reference. We would like to be of assistance to you. At your convenience, please drop off your bag together with the enclosed pre-addressed [redacted] label at a [redacted] location near you. Your bag will be delivered to [redacted] for prompt assessment and expert repair or replacement and will be returned to you within two weeks from receipt.To ensure a quick response from [redacted], we have enclosed a copy of this letter. Please place the copy of the letter inside the damaged bag. Don’t forget to include your telephone number, so a [redacted] representative can contact you if necessary. You may contact [redacted]s, toll free, at ###-###-#### to check on the status of your claim. Please refer to the file number provided above.As luggage is intended to provide protection to its contents, we regret to learn that the inside contents may have been damaged. It is strongly suggested that items of a fragile nature be wrapped and shipped separately and for any valuable items to be shipped separately and insured. Therefore, we are unable to provide you with the positive response you are seeking regarding reimbursement of your claimed damaged contents.[redacted], we value your patronage and trust you will view this as an isolated incident. We appreciate your continued patience and cooperation in this matter and look forward to serving you in the future. Sincerely,[redacted]

Review: I have never used Lufthansa Airlines. A fraudulent Miles & More account was established in my name as part of credit card fraud involving purchase of Lufthansa tickets in foreign countries. The credit card fraud was resolved in 2012 and Lufthansa Security personnel assured me that the fraudulent Miles & More account would be closed. But it is 2015 Lufthansa Miles & More Customer service refuses to close the fraudulent accounts in my name. In October 2014, Lufthansa Miles & More Customer Service told me that to close the fraudulent account I needed to send them signed written documentation detailing my request. On October **, 2014, per their request I faxed them the required detailed information needed to close the account. It did not work. On January **, 2015, Customer Service confirmed they had received my request and had it on file. But instead of closing the fraudulent account they opened a SECOND one! They said I now had two fraudulent accounts. Since they confirmed they had my written request I asked the Customer Service Representative to close the two accounts immediately. She said she was not authorized and would have to send the information to a supervisor for review. I stated that I wanted to talk to the supervisor because I did not understand why they could not close the accounts immediately. She said the supervisor was busy and could not talk to me. I asked that the supervisor please contact me within 48 hours to confirm that the fake accounts were closed, and I made certain that they had my contact information so there was no reason not to follow through. I stated that I did not understand why it was so easy for someone to open a fake account in my name and so difficult for Lufthansa to close the fake accounts.The time passed and I have heard nothing from Lufthansa Customer Service. I do not want to be the victim of more fraud and need action to ensure this is resolved. I hope Revdex.com can help.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like written confirmation from the Lufthansa Miles & More Program that they have closed all Miles & More accounts established in my name and that they will never allow a Miles & More account to be established in my name. I would like the written confirmation to include the name and contact information of a responsible individual that I can contact if I find out in the future that this action has not been completed as promised.Thank you

Business

Response:

please refer to our response dated February, **, 2015 below:Dear [redacted]:Thank you for your inquiry date, January**, 2015.Please be advised that both Miles&More accounts are closed at the request of [redacted]Don't hesitate to contact us if you have any further questions.Sincerely,Lufthansa Customer Feedback

Review: 1. we traveled from the DFW to Egypt, one of the luggage was delayed and came after ** days, which cost me to buy new clothes for me and my baby.2. second damage was from Cairo to Dallas, which is 6 luggage completely broken and damaged BAD and we are not able to use them anymore. we were 6 people traveling with 6 luggage. it was vary bad service from Lufthansa over all service. 3. we purchased from Egypt crystal chandelier very expensive, we had to ship through Lufthansa and we did pay shipping $400 SO IT COMES SAFE they charged us ,money the chandelier came totally bent and damaged, and also we took a picture and sent it to Lufthansa and they told us they will review it and let me know and why would we pay shipping $400 and we would get our expensive stuff and they didn't take care of it, even the MANUFRACTURE SAID ON THE BOX "HANDLE WITH CARE" and they didn't follow direction and they threw it like trash. finally they paid the damage for the luggage only for the cheap part and the lost luggage and they left the important one. they told me that they aren't going to do something for this because it was expensive and we keep sending the email to them and they told us they already closed my case even though it wasn't FINISHED and who is supposed to pay for damage with the shipping??? we have the receipt for the crystal and the shipping to prove it and they keep ignoring me and we had very bad service with the customer service, they aren't responsible, they just were trying to get away form paying the amount. but I'm going to leave this just hanging and here is my case number with the Lufthansa customer service: Feedback ID [redacted]. we need somebody to help us and to discuss this with Lufthansa, I have all my documents with me in hand to prove everything. they damaged my chandelier and we aren't able to use because it has been unstable and they have the picture of it.

Order_Number: Feedback ID [redacted]Desired Settlement: DesiredSettlementID: Refund

we need our money back for both the shipping and the damaged that occurred. we have all the receipt and prove all in hand any time. they keep loosing time and ignoring us constantly.

Business

Response:

Dear [redacted], Below, please see our response regarding your File #[redacted] for our passenger [redacted]. There were two separate issues I will clarify for you. ISSUE 1 - [redacted]Jul14 Passenger had delayed luggage upon arrival in to Cairo on **Jul14. She sent in several receipts for purchased items to be reimbursed that were purchased outside the time of her delayed luggage. Any receipts submitted for purchases made within time frame of luggage delay were paid. Remaining amount was denied. Total amount of interim purchases paid was $321.09 USD ISSUE 2 - Flight to Dallas **Aug14 Excess Baggage Fees – Claim Denied Passenger had damaged luggage upon her return home to Dallas on **Aug14. There were six passengers travelling together. They checked in five pieces of luggage and two boxes. The first six pieces would be their free baggage allowance. They paid $400 USD for one extra piece which was oversize (receipt attached) for a total of $400 USD. Passenger wants this fee reimbursed claiming the bags were damaged and she should not have had to pay this fee. This claim was denied as the seven pieces did arrive on the same flight as the passenger. The luggage was not delayed. Passenger did not make a claim in person at the airport to report her damage. Instead, she waited five days and reported it in writing. Damaged Luggage - Paid $200 USD Passenger did not have receipts or any other type of proof of ownership for the five pieces of luggage she claims arrived damaged. Passenger advised the value of each of the bags were between $60 - $80 USD each. Advised passenger without receipts we are able to offer 50% of declared value. We calculated the highest amount possible of $80 per bag for a total of $400 USD. We paid 50% which equals $200 USD. Damaged Chandelier – Claim Denied As passenger did not make claim in person at airport, I asked passenger if chandelier was professionally packaged. She said it was in a cardboard box with Styrofoam then wrapped in plastic wrap. As there was no proof it was professionally packaged, as per the Montreal Convention guidelines, this claim was denied. The receipt, which I have attached for your review, has a purchase price of $29,430 EGP which at the time of her travel is equivalent to $4,116 USD. The receipt is not in anyone’s name and is very faint. If you have any questions, please do not hesitate to contact me. Sincerely, [redacted]

Consumer

Response:

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

[[redacted] Issue 1 Response: [redacted]jul14[redacted]RESOLVED[redacted]Issue 2 Response:I paid the $400 because it was over-sized and so it would be handled safely and with care but the product in the box that I paid extra $400 to handle with care came totally damaged and we sent pictures to Lufthansa for them to see. When they said it was oversize, when they accept to take it on the counter in the airport and they charged us the $400 fee and they took it to the plane this means its under their responsible, why would they take it and accept it when it was over size? Also, we went in person to the customer service in the Lufthansa right when we got off the plane and found out and saw the damage, so we went to the desk and they told us that we were busy here and to go upstairs for the counter upstairs, nobody was there and the counter next to them told me that nobody was there. the worker let me out of the terminal and I had no way to go back because it was just a one way to get out and can't get in. I called them as soon as possible(same day) and they told me to email everything that had happened. Damaged Luggage: [redacted]RESOLVED[redacted]Damaged Chandelier:The person that replied to this claim, claimed that he asked me whether it was professionally packed or no? and I answered yes,it was professionally packed from the FACTORY.. if you go online and search up [redacted] this was made special for the USA electric and this was why it was professionally packaged and nobody was allowed to open it.This was international factories they know how to package the shipping because they send to different countries in the world plus if it has any problem in the shipping package(not in a good shape to ship) they should just no accept and it should be reported in the form by our signatures, we don't have any forms, and if its wrong and not a right package to ship it, they should have warned us and not shipped it. The receipt that I attached to the Lufthansa and the receipt that is attached now both have my name on it. We have proof regarding ym husband when we went to Egypt one month before us ion June 9 with my 3 kids that came back with me and my husband came back July *(his name is [redacted])he was the one that purchased these crystal and he didn't receive it until a month because the manufacturer needs to switch it to USA electric system and package it professionally. if you want me to attach the passport for when he went out and in the USA I could also do that. ]

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

Sincerely,

Business

Response:

To Whom it May Concern:When I spoke to [redacted] over the telephone on the morning of October **, 2014 she explained to me that the lamp she had brought home with her was damaged. She advised me it had styrofoam in the box and was wrapped in plastic. It is only now that she is saying it was professionally packaged. I had asked her previously to prove it was professionally packaged. She did not. In her latest letter to you, she also states "it was professionally packaged and nobody was allowed to open it." If that is the case, and it came to our airline never being opened, she does not know if it was damaged before she even checked it in.I explained to her that we do not offer any type of "fragile" service through our checked luggage. The reason she was charged $400 was because it was an extra piece and it was oversize. Each passenger was permitted to check one piece of luggage free of charge. This was an extra piece that was in a cardboard box and more than 62" including length plus width plus height in size. She was therefore charged an additional $200 as it was an extra piece. She was also charged an additional $200 as it was more than 62". The payment of $400 was nothing to do with paying for fragile care. To prove damage was the airline's responsibility, the report must be made in person at the airport which did not happen. She would not give me a valid reason why she could not make the claim at the airport. [redacted] claims there was no Lufthansa staff when she landed. We always have Lufthansa staff on the ground in the baggage area to handle claims for every one of our flights. In special circumstances we accept the claim in writing within seven days, however it is then up to the passenger to prove the airline caused the damage. If you have any questions, please do not hesitate to contact me. Sincerely,[redacted]Customer Feedback North America Lufthansa German Airlines[redacted]

[redacted] Members of Star Alliance?

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]

Hello-The factory that packaged this product is a big company known all over the world.When I bought this product the factory packaged them it itself.. I didn’t doany of the packaging. The Styrofoam is something that any factory uses toensure the product is safe by the time I came home safely. For example when youbuy a t.v or a clock there is syrofoam inside there to keep it safe and not getdamaged. You keep saying over-sized over-sized… why would you accept this from the beginning. Nobodytold u that yall don’t accept this product from the first place. this is youremployee mistake. We paid the $400 because it was over-sized. We shipped alongwith this product some other products and they all came safely except that oneproduct. If this was over-sized then why would you even accept the product evenwhen we paid extra $400 because it was “over-sized” ? WE DID GO IN PERSON RIGHT WHEN WE FOUND OUT ABOUT THE DMAAGE… WHEN WE WENT THE LADY ATTHE LUFTHANZA CUSTOMER SERVICE TOLD ME TO GO UPSTAIRS AND I DID AND THERE WASABSOLUTELY NOBODY UPSTAIRS TO HELP ME. AND THE DOOR WAS LOCKED. SOME OF THEEMPLOYEE HAD ALREADY LEFT AND SOME WAS DOWNSTAIRS.. I WENT UPSTAIRS AND NOBODYWAS THERE. WHEN I WAS COMING DOWNSTAIRS IT WAS A ONE WAY AND I COULDN’T GOBACK. SO I MADE THE CLAIM AFTERWARDS THROUGH EMAIL AND IT WAS NOT FULLYRESOLVED. I ALSO HAVE A WITNESS.

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Sincerely,

Review: I had a flight from Casablanca, Morocco on 12/**/2012 at 2:10 am but when I showed up at the airport my flight was cancelled, not only cancelled but Lufthansa Airlines didn't not show up at all.

I was advised by the Moroccan authority to check with Lufthansa airlines front desk. To my surprise, when I got to their desk, they were packing their stuff and shutting down their office at the airport. When I asked them for help they said they were sorry they no longer have a contract with the Moroccan airlines and they told me that Click Air was handling my trip, but Click Air was no where to be found because they had no checking desk at the airport. At that time I decided to buy another airline ticket which cost me $1300 because I didn't want to miss work and in the mean time deal with this situation when I get back to the US.

Since my booking was done online through Cheapoair I contacted them and they advised me to contact LUFTHANSA. I been in contact with Lufthansa since but they refused to reimburse me.Desired Settlement: I would like a full refund because Lufthansa failed to provide service between Morocco and Germany.

Business

Response:

Dear [redacted] ,

Allow us to reiterate, as your ticket was issued by Royal Air Morroc; therefore they are holding the monies. For this reason, Lufthansa remains unable to honor your request for a refund.

[redacted] Customer Feedback 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:

[I really appreciate your help but this doesn't resolve my problem for I have to deal with another carrier. Could you please contact them, Royal Air Maroc, on my behalf

Your help is highly appreciated.]

Thank you,

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

Sincerely,

Review: After sending the following letter to Lufthansa:

>>>>

"I was scheduled to fly on a direct flight [redacted] on May **, 2015

and continue [redacted].

Flight LH447 was finally canceled after several delay announcements. I

waited at the airline desk for 4 hours to speak to a representative but

was not provided with hotel accommodation due to hotel voucher shortage,

and the desk representative did not speak to me about rescheduling my

flight because it was late and they were closing the desk for the night.

I managed to get a hold of representative on the phone who rescheduled

my flight for the next day and convinced me that I would be flying

directly from DEN to CDG and CDG to SOF.

Next day at the airline desk I was told that the flight would not be

direct and would have a stopover in Detroit and my flight segment from

CDG to SOF would not be confirmed.

I am very disappointed with the service and would like to get

compensated for:

- the flight cancellation, and inconvenience of staying at the airport

until 3am.

- the difference in cost between the flight with 1 stopover and a flight

with 2 stopovers at a different airport (I could have chosen a much

cheaper flight with that many connections)

>>>>>>>

I was contacted more than 3 months ago by [redacted] who left a voice message that Lufthansa apologizes for the service and by Law I will be entitled to EU compensation of $673 which she has arranged to be sent by check.

I have not received the compensation yet and have not gotten response to my telephone calls or email from [redacted].

Follows my last email message to [redacted]:

>>>>

Subject: EU compensation

Date: Fri, * Oct 2015 17:09:13 -0400

Dear [redacted],

I received a message from you regarding receiving compensation of $673 that I am entitled due to flight cancellation and numerous subsequent issues with flight LH 447 on May **, 2015.

Your message was on July **, 2015 and I am still waiting for the compensation check.Desired Settlement: RefundCompensation

Business

Response:

Dear Sirs:Please be advised that the check for $673.00 was issued on July **, 2015. it was mailed to the address provided by passenger [redacted] which is different than the one shown on your correspondence. We 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 file. Thank you for your kind cooperation.Sincerely,Delia M[redacted]on behalf of Lufthansa German Airlines. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.The issue in this complaint was resolved by the business and I am satisfied with the resolution. Please mark it as such in your system.Thank you!

Review: On January [redacted] 2014, departing Budapest Hungary my husband and I pre-booked tickets for two puppies and one adult dog. Once we arrived at the airport in Budapest we were informed that because of a special Seeing Eye dog we could not bring one of the puppies on the plane. We reserved the tickets back in September so I got adjated and argued with the ticket agent. The ticket agent then called the [redacted] who came down and give me a bunch of excuses as to why I could not have both puppies on board. We also had an older dog going in cargo, but that too did not have enough room. The [redacted] was less than accommodating and discourteous. He asked if I would mind traveling alone and my husband could come on a later flight, I refused to accept that as a solution. I told the [redacted] that the Seeing Eye dog was being lead around by this so called blind person and was as blind as I am. He still refused to listen then said that our crate was too small and rolled his eyes at me, then just walked away. I called Lufthansa the day before my departure to check on the size of the crate and I was given the maximum size it could be, I was never told what was considered too small according to the Lufthansa [redacted] in Budapest. We had to call my brother-in-law to come back to the airport and take the dog home. The man who took a 50 pound Seeing Eye dog on board was reading the news paper while we were in flight, but they wanted to deny me boarding with my Puppies. This mess cost me $500.00 that I will now have to pay to ship the dog in cargo.

Once we arrived in Frankfurt we could not secure a boarding pass for my husband because the flight to DFW was over booked due to bad weather in New York. After more aggravation I was able to have my husband travel with me in the same seat we reserved back in September, so there was absolutely no reason for that additional altercation. I have been one of your customers for over 20 years, and when traveling overseas I always elect Lufthansa as my provider, but I must say after this, I can’t say I would travel with Lufthansa again in the future. I am so disappointed with the lack of concern and impoliteness of the Budapest staff, I really expected more from Lufthansa. I still have to ship my three dogs to Dallas from Budapest, but there is a major difference in price shipping 3 dogs instead of 2 dogs. I believe Lufthansa should ship the three dogs for the price of 2 since most of this incident could have been avoided with proper information and better customer service.

After months of waiting for someone to respond, I received an email from [redacted] Customer Feedback North America but only wanted to discount future travel.Desired Settlement: discount needs to be applied towards cargo travel not my future travel, since it's because of the lack of information and careless customer service I am now in the mess with shipping my dogs.

Business

Response:

[redacted]'s two dogs in the cabin were accepted against the respective fee. The dog she wished to check in the belly was not accepted since the kennel was not large enough to allow her dog to stand, lie down and

move comfortably within the kennel.

Her disappointment that the fellow passenger was reading a newspaper when

traveling with a supposed seeing-eye dog is reasonable. As you may know, service animals perform

other types of services. Accordingly, we must

transport any service animal along with their owner.

As a goodwill gesture, I offered a 20% discount towards the purchase of a

future Lufthansa airline ticket. Lufthansa Passenger and Lufthansa Cargo are two separate entities and the discount cannot be applied towards the cost to ship her dog via cargo.

Please feel free to contact me should you require additional information.

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 issue of the dogs being taken on board was only after I called out the [redacted] and had to have an argument with him, otherwise the other two dogs were not going to be allowed boarding. I called Lufthansa twice before departure to ask about kennel sizes and according to what I was told I then purchased the kennel. I am asking for the discount to be applied toward the shipping of my other dogs, since I was denied boarding by Lufthansa at Budapest airport.

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

Sincerely,

Business

Response:

We are truly sorry [redacted]'s dogs were not immediately accepted on board. Pets in cabin are limited whereby service animals are given priority. Fortunately, [redacted]'s dogs were ultimately accepted, although I recognize her disappointment with supposedly arguing with our [redacted].

As to kennel sizes, our representatives can provide information over the phone whereby most aircrafts accept kennels up to [redacted] Pets can be transported in the cargo hold as long as the pet is able to stand, lie down and move comfortably within the kennel. Since our call center representatives cannot see the dog, verification of this requirement must be obtained at the airport at check in.

Lastly, the 20% discount offer can only be used towards the purchase of a passenger ticket. Lufthansa Passenger Service has no authority to discount any services offered by Lufthansa Cargo and thank you for your 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:

[Your Answer Here]

When I called Lufthansa twice before I even bought the kennel and also went into the lufthansa ticket office in Budapest and they gave me the required size, that is what I bought. Lets not forget I have two small puppies with me that day and was almost turned away, even though I had held those tickets with the puppies 3 1/2 months advance, yet I had to start an argument at 5am in the morning, because someone over booked the dogs on board.

I am so disappointed with the lack of concern and impoliteness of the Budapest staff, I really expected more from Lufthansa. I still have to ship my three dogs to Dallas from Budapest, but there is a major difference in price shipping 3 dogs instead of 2 dogs. I believe Lufthansa should ship the three dogs for the price of 2 since most of this incident could have been avoided with proper information, or up the discount on two future tickets to 30% off.

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

Sincerely,

Review: my luggage and stroller were damaged on a Lufthansa flight. I have submitted a claim on 9/**/15 and have not heard from them in regards to reimbursementDesired Settlement: refund

Review: 1.Airline lost one piece of luggage.2. Denied opening a claim and reporting a loss at [redacted] Lost Luggage Office. I was given advice to wait for unspecified time, which I did waiting at Airport for a few hours and decided later to leave to seek thyroid hormone medication which I take daily. For last 5 days I am trying to contact Lufthansa offices unsuccessfully , and seems like there is no Customer Support in USA at all!!!!! Customer Relations team per Lufthansa website supposedly will respond within 2 weeks to complaints, but this is not reasonable, we need quicker response time.Calls to both Lufthansa offices at [redacted] and [redacted] are not being returned at all. Other unpleasant and surprising experience is that attitude, courtesy of [redacted] Lufthansa Lost Luggage Office was horrible, careless and rude.Please help to locate and deliver the missing luggage.Desired Settlement: Locate missing luggage and deliver to my home address.

Business

Response:

Dear [redacted],

REF [redacted]

Thank you for

your correspondence which has been forwarded by the Revdex.com. Being in the service industry, we rely upon the observations of

our customers and appreciate your taking the time to make us aware of your

concerns. We want to provide all of our passengers with the service that they

have come to rely upon from us and your feedback helps us to measure the

success of our efforts.

According to

our staff in [redacted], you had not located your luggage at the baggage claim area

upon your arrival with Lufthansa flight LH400 on October *. Our staff retrieved

the information from our computer system that your luggage had indeed been

loaded for the flight and they were able to locate your luggage which was left

behind at the arriving baggage carousel. Since you had already cleared US

customs, it was not possible for you to re-enter the area to clear your own

luggage. As a result, our staff had to wait for an inspector to open your

luggage and search your bag since our staff was clearing the luggage on your

behalf due to mandatory required customs clearance.

We are sorry

that this may have taken an extended period of time as we understand that you

had decided to leave the airport without your luggage. Therefore, it was

necessary for you to return to the airport at your earliest convenience to retrieve

your luggage from our lost and found office. Regrettably, we are unable to

provide you with the positive response you are seeking regarding reimbursement

for your clothing and toiletry expenses since your luggage had indeed arrived

on the same flight.

It is

upsetting to hear that our staff was perceived as unhelpful or unprofessional.

Lufthansa, over the years, has consistently earned high marks in all aspects of

customer service, and our courteous, friendly, and helpful front line staff, is

a cornerstone of our success. Any behavior or attitude that jeopardizes the

reputation we have earned will be addressed. The personal efforts of our staff

are imperative to maintain the high quality of service offered by our company

and a copy of your correspondence has already been forwarded to our [redacted]

Management Team for their information and in view of your observations. On

behalf of Lufthansa, we sincerely apologize for any inconvenience.

[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 future flights with us will again meet your

expectations. Thank you for your patience and understanding.

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:

[Business reply was one sided ,without hearing my side, based on internal , covered up investigation. The facts on the ground show that Lufthansa [redacted] employee made a clear mistake and caused luggage delay in question. His action were covered by immediate [redacted] as she understood the financial consequences for Lufthansa,

so incident blame was shifted quickly to passenger, which is very unethical. Immediately after incident online claims were filed with Lufthansa , but after weeks were never processed. Seems like USA Lufthansa Customer support is non existent.

There are expenses to be covered as a outcome of luggage delay. Lack of Customer support in the USA can not be excuse for passengers stress, aggravation and monetary loss. Hopefully Lufthansa will stay up to its reputation and will correct its employees action.

]

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

Sincerely,

Review: I am contacting you about two issues.

My ticket number: [redacted]

1. When I buy tickets through [redacted], I can't select seats through your website. Therefore, I call customer service to select seats, and this was the third time where the seat numbers that I got at the airport had nothing to do with the seats I chose on the phone. I am not sure whether your agents are not handling my seat requests correctly or your system is broken, but it happened to all my Lufthansa flights issued through [redacted].

2. Although I am a Star Alliance Gold member, I and my companion were declined to the lounge in Munich, since I didn't have a printed Star Alliance Gold card. I have the [redacted] app on my phone, and I used it for [redacted] in Shanghai, for [redacted] in Lisbon, for [redacted] in Istanbul and Izmir and so many times for [redacted]. I never had any issues. Star Alliance site says "Customer must present proof of Star Alliance Gold level status via a valid frequent flyer program Star Alliance Gold level card or other valid indication of Star Alliance Gold level status". It clearly says "or other valid indication of Star Alliance Gold level status". I think [redacted] App which shows all the information available on the card counts as a "valid indication".Desired Settlement: 1. Please tell me what I should contact to select my seats, all my 3 attempts failed so far ( I can provide you the previous 2 ticket numbers as well if you need)

2. I want compensation for the lounge access for 2 people. I personally think your agent's attitude was unprofessional and random. Either Star Alliance site is wrong and it needs better clarification or your agent didn't inform me correctly.

Business

Response:

Dear [redacted]:The alliance with [redacted] Airlines is meant to offer a streamlined and seamless product to make travel easier for our passengers. Currently, since each airline has their own separate reservation systems, the synchronization for seating assignments is not effective. In cases where a flight is marketed by [redacted] Airlines and operated by Lufthansa, it is not possible to make seating arrangements in advance. Same issue occurs when the flight is marketed by Lufthansa and operated by [redacted] Airlines. Efforts are underway to align these reservation systems so as to offer our clients the benefit of a true joint reservations concept. Kindly also note that advance seat reservations are not guaranteed per our Conditions of Carriage.Your disappointment with not gaining entry into our lounge in Munich is of concern to us as well. To ensure our Star Alliance members maintain their exclusivity, benefits to our status customers are possible upon presentation of a valid Gold card. Your frustration with this process is certainly understandable given today's technology. Thank you for bringing the Star Alliance policy to our attention. To this end, I have forwarded your comments to management responsible for our lounges so they may review our policy and possibly consider accepting electronic proof of status for entry purposes.Best regards,[redacted]

Consumer

Response:

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

they didn't answer any of my questions and just gave excuses. Star Alliance site clearly states that "Customer must present proof of Star Alliance Gold level status via a valid frequent flyer program Star Alliance Gold level card or other valid indication of Star Alliance Gold level status". I think a [redacted] app is a very valid "indication of Star Alliance Gold level status"". I didn't want them to change their policy, I just asked them to stick with their existing policy. Thank you

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

Sincerely,

Review: After flying a full-fare business class ticket from Boston on July **, 2015, I discovered that one of my checked bags had been severely damaged by Lufthansa. I notified Lufthansa immediately using their online form and sent them a picture. I have never heard back from Lufthansa, and it is now over a month since the incident. I have tried calling them and emailing them but have received no answer. On August **, 2015, I flew another full fare business class ticket from Boston. I spoke to the gate agent supervisor in Boston but he was unable to help me other than to tell me to wait for Lufthansa to respond to me. This is unacceptable service. .I am a frequent customer (I am traveling again on Lufthansa from Boston on August **, 2015) and would appreciate a prompt response to my legitimate complaints.Desired Settlement: I purchased a new suitcase to replace the old one-- the cost was about $97.00 I have the receipt and can share it with Lufthansa. I would like Lufthansa to reimburse me for the cost.

Consumer

Response:

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

Sincerely,

Review: Lufthansa cancelled my flight the day of, and then did not allow me to reschedule my flight, customer service number became inoperable and provided me with no assistance in rescheduling my trip. As a result I had to incur additional expense in order to book a trip on different carrier. A trip that is more expensive, with a longer trip time, and on a different date than the original Lufthansa itinerary that I had booked more than a month ago.Desired Settlement: I would like to receive refund for any additional expense I had to incur in order to complete my journey as a result of Lufthansa's flight cancellation and inability to assist me with re-booking a different flight on Lufthansa. In addition I would like to receive cash or service compensation for the troubles and hours I had to spend on the phone trying to reschedule my flight which ultimately ended up being more expensive and less desirable for me, which resulted in great personal inconvenience.

Business

Response:

Dear [redacted], REF [redacted]Thank you

for your correspondence and for choosing Lufthansa for your travel plans. We are sorry for the

inconvenience you experienced when you had found out that the Lufthansa flight

LH437 on March ** from Chicago to Dusseldorf had cancelled due to a union

strike of our pilots. It is our aim to provide a worry-free travel experience for

all passengers and like you, we are disappointed when this goal is not

achieved. We know that

your time is valuable and for this reason Lufthansa continuously strives to

maintain the superior operational performance you deserve. We realize our

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

to do so. However, we hope for your understanding that, where irregularities

are caused by circumstances beyond our control, it can be difficult to predict

the extent of the disruption and regret the consequent problems encountered by

our passengers. Despite investing all the power and resources at our

disposal, the extent of the strike was such that flights had to be cancelled.

Please accept our renewed apologies for all the inconvenience caused.

Nevertheless, we are unable to offer you compensation since the reasons for the

flight irregularity you experienced is considered exceptional circumstances

that, despite our best efforts, could not have been prevented. Lufthansa is,

therefore, absolved from its obligation under the terms of EU Directive

261/2004 to provide compensation payments.When unexpected

irregularities do occur, we expect our staff to assist all passengers and to do

everything in their power to hold inconvenience to a minimum. In these

instances, passengers could have rebooked their flights free of charge to

their final destination at the earliest opportunity, subject to availability of

seats. We were sorry to learn that you had difficulty contacting our Call

Center in order to rebook your flight due to the heavy amount of calls during

this time. However, our ticketing staff at the airport in Chicago had been

available from 13:00 until 22:30 for rebooking and re-issuing tickets for our

passengers. According to

the history of your reservation, you had purchased a roundtrip ticket through a

travel agency, Downtown Travel, and they had rebooked you for the following day

with United Airlines flight UA907 to Frankfurt with a connecting flight LH648 to

Almaty. We understand that you had decided to cancel your Lufthansa ticket and reservation

and had purchased a new ticket with another carrier for your journey to Almaty since

you had a wedding to attend to on March **. We regret we are not able to

provide you with the positive response you are seeking regarding refund for

your new ticket that you had purchased; however we have forwarded your

information to our Refund Department who will process a full refund for the

unused ticket which will be credited back to your [redacted] card within

the next four weeks. On behalf of Lufthansa, we sincerely apologize for the

disruption to your travel plans and all inconveniences as we realize you

incurred additional unexpected expenses. We

are also aware we may not have been able to offer you the Lufthansa quality you

have come to expect due to the irregularity of your flight and we feel it is important to acknowledge

this and appeal for a degree of understanding. Therefore under separate cover,

we will be mailing you a saving certificate valid on a future Lufthansa operated

flight, as a gesture of our goodwill, so that we may regain your confidence

once again.[redacted], we value your patronage and assure you that we will strive to

ensure that your future flights with us will again meet your expectations.

Thank you for your patience and understanding.Sincerely,

Review: On July **, 20** I was trying to check-in on my flight to Berlin (with a stop in Zurich) in the JFK airport in New York City. The flight New York – Zurich was operated by Edelweiss airline, and Zurich – Berlin by Swiss airlines. During my check-in I was told that I could not board the plane, as I did not have the Schengen visa. I have the Refugee Travel Document issued by the Unites States, which does not require the Schengen visa in order to enter Germany. Since my final destination was Berlin, I thought I had all necessary documents with me, and I had no idea that my 50 min stop in Zurich would be a problem for my flight (I did not find any information about documents that I might need for my flight while I was buying the ticket). Moreover at that moment my husband had boarded his plane with the same destination New York – Berlin, but with a stop in Brussels, and he did not encounter any obstacle.

A person at Swiss New York airport office sent me to Lufthansa office, as I purchased the ticket via Lufthansa.com. When I asked for help at Lufthansa airport office the person at the desk would not listen to me, gave me terrible attitude and refused to cooperate in any way, as she said that it was my responsibility to make sure that I had all documents ready. I asked her to let me talk to her manager, but, unfortunately, the manager did not assist me at all, and he kept repeating that there was nothing he could do and the best thing he could advice was to write a complain to Swiss airline.

I would like to emphasize that I was in the JFK airport in New York City while I live in San Francisco, and I was going on a month long trip with my husband (who happened to fly with different airlines that day and who was already in the plane frying to Berlin and was supposed to meet me there). Since I figured out that Lufthansa representatives were not taking responsibility for the awful situation I experienced, I tried to ask them if there were any ways for me to change my flight to Berlin with a stop in Germany, so I could get to my destination and was able to use my return ticket (I had all required documents for my flight back home). However the same lady at the desk said that there were no available options and I would have to buy a new ticket (which would cost me “more than $2000”) and also they did not have anything for my return dates, they only had tickets for the date that was 10 days later.

I returned to Swiss airlines office, and asked them if they could change my ticket, and luckily the person at the desk was able to help me to change my flight New York – Berlin with a stop in Zurich to the flight New York – Berlin with a stop in Frankfurt operated by Lufthansa airlines and I was still able to save my return ticket for additional cost of $526.

I would also like to add that my friend recently had a flight San Francisco – Moscow with a stop in Zurich, and she also had the Refugee Travel Document and Russian visa, and she was not required to have the Schengen visa for the flight. I figured that I needed to have the Schengen visa, as Switzerland was the country of my entry to the Schengen zone, and unlike Germany it did not recognize the Refuge Travel Document as a sufficient document for my entry. Nonetheless, I could not possibly know that prior to my flight, and there was no necessary information provided during my purchase of the ticket.

I think that I had a unique situation, and Lufthansa representatives could have looked at it more thoroughly, but on the contrary, I was ignored, treated unprofessionally and left helpless in an extremely stressful situation.Desired Settlement: I would like to receive the refund of the amount I had to pay for the ticket exchange ($526).

Business

Response:

Dear [redacted],

Thank you for your correspondence forwarded by the Revdex.com. We were sorry to learn of the circumstances that prompted you to write and appreciate the opportunity to respond.

We regret to hear that you were not able to travel as planned on July **, 20** from New York to Berlin via Zurch on Swiss International. Please accept our apology on behalf of Swiss for any inconvenience. We can only imagine your frustration.

Airlines perform a gratuitous service by checking passenger travel documents for compliance with governmental regulations. However, neither Swiss nor Lufthansa are part of the immigration service of any country and, therefore, can not be liable for any compliance or lack thereof. Each country's government has its own regulations concerning visa and entry permits, and airlines have no influence regarding the implementation. While an airline may advise a customer of such requirements there is no legal obligation to do so.

An airline can merely advise a customer of general passport and visa requirements, but it is not obligated to do so. Ultimately, it is the responsibility of the passenger to ensure that he/she possesses the proper and accurate documentation required for transport.

Therefore, the consulate or embassy of each individual country included in the flight itinerary should be consulted before commencement of travel and documents checked for validity due to frequent changes in immigration, security and customs regulations.

Based on this information, we are not in a position to refund any expenses you may have incurred and are certain you will understand our position in this matter.

[redacted], our response may not be the one anticipated and we appreciate your understanding of our position. It is our hope you will offer us the opportunity to welcome you on board a future Star Alliance flight under more pleasant circumstances.

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:

Dear [redacted],

Thank you for assisting me with my complain. I received your message about closing my complain, but it took some time for me to contact Swiss consulate in order to get additional information regarding my case. I was informed by Switzerland Consulate General ([redacted] ###-###-####) that I am not required to have Swiss visa if I have a connecting flight in Zurich when the final destination is Berlin if I am an American Green Card and Travel Document ([redacted]) holder. Therefore, I was not supposed to be neither denied boarding my flight New York - Zurich - Berlin nor charged extra amount for exchanging my ticket. On top of that I was treated poorly, had to travel from one terminal to another several times trying to find a person who could help me to solve the problem, experiencing an extreme amount of stress. After filing my complain to Lufthansa I did not receive any response, and only with the help of the Revdex.com I heard back from them, when [redacted] emailed me that it was completely my responsibility and they are not in a position to refund any expenses to me.

Please let me know if there if any way to resolve this conflict.

Sincerely,

[redacted].

Review: I'm and was always a big fan of Lufthansa and always preferred Lufthansa over other carriers in past, but this time my experience was horrible and I and my family has to go through mental harassment and left me in confused and chaotic state. Please help me sort this matter.

For your reference my Lufthansa booking code is [redacted] and I booked the ticket on Lufthansa.com to see my ailing mother back in India the flight was from Philadelphia to Frankfurt and Frankfurt to New Delhi and on return from New Delhi to Munich and Munich to Frankfurt and Frankfurt to Philadelphia.

My travel from Philadelphia was awesome, but while returning back When I reached New Delhi Airport at midnight, I have been informed that you can not travel 2 transit in Germany (Munich and Frankfurt) and you need a special visa for the same. Though no information provided while booking the tickets on the same.

left with no options , I've asked them the options to travel to my destination in time and Lufthansa authorities asked me to change the tickets to New Delhi to Frankfurt by adjusting the fare. ( My question, Why they have not issued me the ticket of this flight during the time of booking)

I remember they have asked me initially 67000 Rs to pay but later asked some 37595 Indian Rs and used by credit card for the same, but when I saw my credit history there were transactions of greater amount and confusion between two credit card companies statement.

Its seems there is a clear dispute on the charges and the way they are extorting the money from Customers here and I want an explanation from Lufthansa authorities on the same. Due to fraudulent nature of the transactions , I am going to hold and dispute the transaction and invite Lufthansa authorities to explain the above matter and settle it properly.

I spoke to agent [redacted] ( agent sign : DN) on the same from Lufthansa and tried to settle down this matter.

Please address this situation as soon as possible and provide and detailed explanation of reasoning as its has created a lots of mental harassment to me and my family.

Thanks & regards

[redacted]Desired Settlement: They should issue an apology letter and settle the bill and compensate well for the harassment.

Review: Dear Dispute officer;In general, Im not a complainer. I know things go wrong on flights all the time and that theres only so much an airline or crew can do to fix them. Beyond whether meal service bad or an entertainment system is on the fritz, theyre there to keep us all safe and get us where were going on time. However, when things do go wrong that are within the airlines power to fix, it pays to demand appropriate compensation for your troubles. Addition to this I am a professional writer neither my husband. Please read:Issue 1: we have been in the USA for over 40 years have traveled nationally and internationally more than the average person. To tell everything it will take pages and pages to express our concerns, but here is a brief detailed explanation.We decided to visit our family members in Iran after many years. On May [redacted] we purchased two tickets at the same time for my spouse and myself and later on June [redacted] one ticket for our daughter. The travel agency [redacted] who assisted us with these tickets is well known as a professional agent and we have been dealing with him for over 20 years. We thought could trust the services.On June [redacted] my husband and I left USA to Iran from Orlando, Florida to Germany and then to Iran without any issues. It was a great pleasure to fly with Lufthansa Airline.On July [redacted] coming back we had a good time with Lufthansa on our flight from Iran to Germany, but we had the most awful service we have ever had with United Airlines. As of this date we are not sure how did we get hooked with United Airlines from Germany to Chicago and then from Chicago to Tampa, Florida? We applause Lufthansa Airline services by providing professional services to the public, NO word comes to us to say except all negative about United Airlines services. Any International fights we have used over years there were not any charges for beverages but United Airlines has charged many of the passengers for a beer and a glass of wine when it was requested. Furthermore, the food was so bad that we would refuse to feed our pets with that kind. In addition, we noticed during the food services time one side of isle served a soft drink by whole can of soft drink and another side of isle served the passengers soft drink in glass. Now you can tell how poorly United Airlines management spent time to train the servers. The above mentioned items such as beers and wine charges are priceless but the principle is more important to pay attention when comes to serving the public. Issue 2: our daughter traveled on July [redacted] to Iran and returned on August [redacted] no problem with Lufthansa Airline to Chicago; we think she had a better time during her traveling in most part. But, In Chicago airport our daughter had two hours to catch another plane to Denver and sadly she found out that her plane was scheduled with United Airlines. First, one of her luggage did not make it to Chicago. After she completed the customs process in Chicago airport, she picked her one luggage and tried to get assistance by airline staff to send it to final destination as checked in from Iran. She was told that United Airline is required to charge her for sending her luggage to Denver which it was stupid idea at the first place by staff. Make it short, she missed her flight to Denver on August [redacted]. Now she was alone in Chicago area, she is 24 years old and no place for her to go at this time. She already missed her plane. We were very worried, now what she can do at big city like Chicago. We finally could find an old friend to rescue her from this kind of disaster activities by the United Airlines people. After going through unforgettable dilemma finally she could take another plane on August [redacted] to Denver. She was very upset, angry, disappointed and most of all she and we all could not understand why this garbage characters of United Airlines staff should do this kind of behaviors and easily get away from it. Unfortunately, it appears there is no leadership and there are no agencies available to assist the public from this kind of activities and not allow the public are treated like this.We have paid for out tickets and were planning to take a vacation that was not so stressful due to irresponsible people in this airline business. We do feel like the United Airlines management and others who are associated with this event owe us for their mistakes.Now surely you will understand why I am disputing whole three tickets charges and we believe they should pay for all emotional stresses that they caused us for no reason.Thank you in advance for understanding and your cooperation on this matter.Regards;[redacted]Desired Settlement: they need to make a fair decision first to not let happen to the public again and they are fully responsible for poor services

Refund

Business

Response:

Dear [redacted],

Thank you for your letter and for taking the time to tell us of your experience with your husband and daughter. We are grateful that owing to positive past experiences, your chose Lufthansa for your journey on this occasion, however we regret to learn the return portion of your trip was less than seamless.

Please accept our apologies for the difficulties you and your family encountered. Our goal as a member of the Star Alliance is to consistently provide convenient international and domestic travel, delivering the best quality of comfort and service. We are sorry that on this occasion, we were unable to meet with your expectations. We regard the feedback from our valued customers as a necessary tool in assessing our performance, and your suggestions concerning our Star Alliance partner – United Airlines, have been recorded; your comments will be shared with our counterparts at United for their records and internal review.

Although we are not in a position to honor the requested compensation; in demonstration of goodwill, under separate cover, we will send you a 20% savings certificate for three passengers applicable for future travel on Lufthansa. Kindly note the terms and conditions outlined on the certificate.

[redacted], thank you again for contacting us; we hope you will afford us the opportunity to continue serving your travel needs.

Sincerely,

On behalf of

Lufthansa German Airlines

Austrian Airlines

Customer Feedback 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:

At this time I am not sure this e-mail can expresses my concern for further investigation or not.

Back to the Lufthansa's response to my complaint, If I read it correctly they had offered us three discount certificates, but we got two in mail. My wife and myself.

Second, we usually purchase our international tickets through our travel agent and in past they dis not accept any discount coupon or discount certificates. Also, Purchasing tickets directly from Lufthansa agency would cost so much and there is no chance for us to buy tickets from them. Therefore, to us those discount certificates as they have offered would not be helpful for that much troubles we had to go through during our international trip. I hope they can realized this issue.

Thank you again for your help

Business

Response:

Dear [redacted]:

We sincerely regret

to learn of your continued disappointment; please note that the two

certificates sent to you are for 2 passengers each – consequently, they are

valid for four passengers. There are 2

lines under the feedback number for passenger 1 and passenger 2 in each

certificate.

While it is correct

that the purchase should be done through Lufthansa only, and it is valid for

Lufthansa operated flights only; please do compare the offers made by Lufthansa

on which you could use the certificates, against the offers of the travel

agents of your choice for the time of travel of your choice. We trust that you will be satisfied with the

results.

Please also note,

that a validity extension of the certificates is possible upon your request; please

contact us prior to the expiration of the certificates for a replacement with

an additional year validity.

Regrettably,

Lufthansa is not in a position to honor your request for additional

compensation and hope for your understanding.

[redacted], we look

forward to the opportunity to continue serving your travel needs.

Sincerely,

On behalf of:

Lufthansa German Airlines

Customer Feedback 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:

Once again thank you for your time and support to help me with the our complaint. I read the response from Lufthansa office, Still I am not sure why I can not make them to understand there is a big differences in air ticket price from LF and other agent for the same routing path.

before this , I went to check LF website to reserve a ticket as a trial to see how much differences from our travel agent we have had business over year. for the same date and time and less number stop to the destination it came lot less than without using 20% discounts. Please if you have a doubt about this statement you always can check it to see if I am correct. Please let it go if you strongly believe nothing else can do, you have lot of important things to do to help others.

This is my comment. Thank you again and wish you the best.

Sincerely;

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

Sincerely,

Review: I booked the ticket using miles from USAIRWAYS and received a confirmation from Lufthansa that I had a business class ticket for my mother in law. When my mother in law arrived at the airport they told her she had no ticket. Eventually they figured it out and gave her a coach ticket for one flight and business for her other. Now I'm trying to set her up for her return flight and they are saying they have no record of her flights. She is effectively trapped in the US. According to USAIRWAYS the ticket was cancelled and I was never told.Desired Settlement: I want my mother-in-law's ticket re-booked. I want to be compensated for the fact that she did not fly business class as promised for all of her flights. I want to be compensated for the treatment that we have received from Lufthansa. The lack of ownership is disgraceful. I'm not an airline employee. When I have an issue I don't care who's fault it is. I have a confirmation from LUFTHANSA that says I have a flight, then LUFTHANSA must take ownership.

Business

Response:

We have contacted [redacted] by phone on 4/*/14. Upon receipt of authorization for release of information from the passenger, [redacted], we have advised that compensation will be forthcoming.

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]

I am in communication with Lufthansa and have been informed of pending compensation and reimbursement for expenses. However, nothing has been presented to me, so far, as to what that will be. Therefore, this is not a full rejection, but I cannot accept at this time as I am still awaiting the final resolution from the airline.

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

Sincerely,