Lufthansa German Airlines

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.

]

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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,

Review: I was booking online 2 plane tickets in 2 different times. from Lufthansa.com

One in my name [redacted] with the booking code: [redacted](Return Trip) and another one with the booking code:[redacted] for my mother [redacted](one way). Both with departure date ** of June 2015 mine with a return date of [redacted] of July.

We went to the airport and at the desk they hold us there and said that there are some issues with my mother's ticket and tried to solve it. After 2 hours of waiting they said that we will leave next day([redacted] of July) but we must call the customer support centre first(###-###-####). We took the luggage's back and left the airport. We had to pay the taxi (Toronto to Hamilton)$120.75 because someone gave us a ride to the airport. When I called the centre they said that I must pay additional cost for in order to leave next day. It ended up that I had to pay another $180.29+$20.00. After all these I consider this a fraud and I really need a refund. It is not my fault that their system is not working properly and why me to pay for Lufthansa system mistake.

Business

Response:

Review: Hello,I bought a ticket from the US to India. I flew from New York (JFK)to Mumbai, India via Frankfurt Germany with two bags. I called to determine if I was allowed two bags and the person on the phone told me I could carry two bags (###-###-####). I was never charged a fee for the second bag on the trip to India. Confirmation #[redacted].On the return trip, I stopped over in Berlin. My flight was Mumbai to Frankfurt, Frankfurt to Berlin, Berlin to Frankfurt, Frankfurt to Washington DC. When I reached the airport in Mumbai, the ticket counter told me that I needed to pay 150 euros for my second bag. Despite my protesting, they insisted. I asked if I needed to pay in Berlin and they said no. They called a person from the same number listed above and asked and they said I didn't need to pay for the rest of the way home. Also, they printed something for me with the name of the person they spoke with (Tori) indicating that I didn't have to pay. When I reached the Berlin Airport, Lufthansa made me another pay 75 Euros despite showing the print out.When I returned home to Washington DC I called Lufthansa and spoke to someone. They told me that I was charged INCORRECTLY and I should file a complaint via email. I filed the complaint and received no response. I called again and spoke to some else ([redacted]) and was told that I was charged INCORRECTLY. Finally, I heard back. Lufthansa notified me that they would return my 75 euros, but not the 150 euros. They said I was over the weight limit. This makes no sense at all. My bags were much heavier coming from America than when I returned. Also, why did it change from 150 to 75 in Berlin? Finally and most importantly I spoke to five people in regards to this issue and NO ONE told me I was over the limit. Not the three different people on the phone who all said I should be refunded, or the 2 people at the India checkout counter, or the 1 person at the Berlin checkout counter. I only received this excuse via email after I reached home and couldn't do anything.Desired Settlement: As indicated above they said they would refund my 75 Euros. They have not yet, but the email said it could take upto 4 weeks.I would like my 150.00 Euros refunded, and an apology would be great too. This seems very very dishonest to me.

Business

Response:

We have already responded to [redacted] on January **, 2014 and a copy of the email is listed below.

Dear [redacted], REF [redacted]

Thank you for your correspondence and for choosing Lufthansa for your travel needs. We were sorry to learn of the circumstances that prompted you to write and appreciate the opportunity to respond.

We can certainly understand that you are upset with the collection of the excess baggage fee in Mumbai on January * and again in Berlin on January ** and regret any misunderstanding. Lufthansa has set specifications for luggage which take into consideration the size and how heavy the piece is. Our Economy Class passengers are permitted one piece of hand luggage each not exceeding 8kg and the size may not be larger than 55cm x 40cm x 20cm plus one suitcases to and from Europe to be checked in free of charge not exceeding 23kg or 50lbs with a maximum size of 158cm. There is an exception for passengers traveling to India from the USA and vice versa when traveling on Lufthansa operated or marketed departing flights.

According to the history of your reservation and excess baggage payment receipt, your second bag had been over the maximum allowance in Mumbai and therefore the collection of [redacted] was necessary. We were sorry to see that our staff in Berlin had charged you once again for your second luggage for your return flight home on January **; although it had been noted in your reservation that you would be allowed a second bag. On behalf of Lufthansa, we sincerely apologize for the error and inconvenience. Therefore we have forwarded your information to our Refund Department who will refund the EUR75 which will be credited back to your visa credit card within the next four weeks.

[redacted], we value your patronage and hope our product has otherwise met your expectations as we look forward to welcoming you on board a future Lufthansa flight once again. 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:

[Thank you for allowing me the chance to respond. As Lufthansa indicated, Lufthansa already sent me the response it provided Revdex.com. I feel that Lufthansa's response is completely disingenuous and I believe that I can prove that the reason they provided for the charge is untrue. Lufthansa claims that I was charged 150 Euros in Mumbai because I was over the weight limit, but I was never told by anyone at Lufthansa that I was over the limit. I could have easily transferred things into my second checked in suitcase as one suitcase was very light. The people at the counter told me that I was charged because I was only allowed one checked in bag. I was not given any other reason until I came back to America! Both reasons are untrue.

My proof that I was erroneously charged for having an two pieces of checked in luggage and not being overweight is:

A) I travel from the US to India to see family. My bags are always heavier on the way there rather than on the way back. Lufthansa never charged me anything on the way to India, when my bags were heavier;

B) When I checked in at the Mumbai airport no one ever told me that I was over weight. In fact, the receipt indicates IN WRITING that I was only allowed ONE piece of luggage, and I was being charged for THE extra piece of checked in luggage. Nothing says anything about weight. I can provide all documents;

C) I made the person at the counter call the Lufthansa customer service number and they spoke to a lady name [redacted] (no last name was given) and they said that I was able to carry two bags the rest of the way. The Lufthansa staff printed me something saying that I can carry two pieces of checked in luggage the rest of the way. No where did ANYTHING mention being overweight. I can provide all documents;

D) They charged me again in Berlin. And again it was for having a second checked in suitcase. I was given something HAND WRITTEN saying "1 PC extra" from the person at the ticket counter to pay another the Lufthansa cashier. Lufthansa agreed that this was a mistake and agreed to remove this charge, but not the other, bigger charge. If I were overweight, Lufthansa would have charged me the same amount in both airports, not 75 Euros in one and 150 Euros in another. Also, they would not agree to remove one charge. It makes no sense!

This company is being dishonest. It provides little guidance on its luggage policy and hopes catch unsuspecting travelers.

]

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

Sincerely,

Business

Response:

Dear [redacted],

REF [redacted]

Review: I have been on the phone several times with Lufthansa (on telephone number [redacted]) since July [redacted], 2015, to follow up with my refund for the four (4) tickets costing a total of $20,141.88 for a round trip to Europe (May [redacted] -June [redacted], 2015) that I had cancelled on May [redacted], 2015, for health reasons. Last week, Lufthansa sent $188.97 to my card and nothing more had been received since then. My constant follow up with Lufthansa proved futile until now and they cannot tell me the status of my claim for refund. Here are some details about the claim: Reservation Code [redacted] for [redacted] and [redacted] with ticket numbers [redacted]; and [redacted], respectively; and Reservation Code [redacted] for [redacted] and [redacted] with ticket numbers [redacted], and [redacted], respectively.Desired Settlement: Refund/Finish the job

Review: On Saturday October * 2013 I contacted Lufthansa in Germany and upgraded our tickets from Economy to Business class for the Sunday flight LH400 from Frankfurt to JFK. I agreed to pay around 780 euros. Credit card information was verified. The email with my Check-in information was sent to me (I attach it here).

In the evening I called again and verified our Check-in was approved.

On arrival to the airport next morning out Check-in was denied. The representative said the agent made a mistake requesting a low amount of money from me and to get the upgrade I had to pay 2000 euros per ticket. I tried to convince them this is not my fault. Unfortunately, they did not allow us to take our new seats even though those seats were not occupied.

This is nonsense from my point of view. We were very upset and requesting your explanations and suggestions.

Thank you,

[redacted]Desired Settlement: I may accept apologies that were not expressed to us at all.

I may also be satisfied receiving a promotion from Lufthansa as a compensation for such terrible inconvenience.

Thank you

Review: We flew Lufthansa airlines on May **. 2013. The result was a delayed bag which required us to purchase $364 worth of clothing for a cruise prior to our bag arriving. We contacted Lufthansa by certified letter and explained our situation. We received an email response from Lufthansa on June **, 2013 that they were sorry for our inconvenience. They were going to issue a check for $364 and send us some discount coupons for future travel. The email indicated the check would be received within two weeks. We still have not received the check.

I recontacted the person who emailed me on July [redacted], and received no response. I tweeted to them on July [redacted] and they responded and ask me to fill out the form, which I did. Again, no response. This money was not planned and our credit card payment was due and we have already paid it. We need to be reimbursed. I tried to call them but was told I all could do was leave a message, and I did that as well. Again, no response.

The Lufthansa issue number is #[redacted]. Can you please help me receive my payment due? Thank you.Desired Settlement: Have them reimburse me the promised $364 and travel vouchers asap. Thank you.

Business

Response:

Dear Revdex.com

I sent an e-mail to [redacted] advising that we were quite backlogged. I also asked for verification of his address and if there was an apartment or suite number. The check was never returned to us and therefore we had no way of knowing that he did not receive it until he just very recently started to contact us. I will wait for his response regarding apartment or suite number and if none, I will stop payment on the original request and ask for a new check to be mailed.

Once a new check has been requested, it takes three (3) weeks for the check to be processed and mailed and for the recipient to receive the check via US mail which is the only way we send correspondence.

Best 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 am adding the following. They have informed me a check will be issued. However, they informed me that in June and a check was not received. They did not respond to my follow up inquiries until I contacted your office. So I assume they will issue the check as stated, and I will follow up with you if I don't hear from them by the end of August.

Sincerely,

Review: I reserved a ticket from [redacted] to [redacted] (1 stop at [redacted]). However, on [redacted], 2015, I was accidentally notified by a friend that there is a strike going on and I should check my flights. I opened the Lufthansa website and checked my flight and it was indicated that they are on time!!! I even was able to check-in online and choose my seats!!! Next day in the morning I checked again and the flight got cancelled!!! I have tried to reach out to Lufthansa customer support both on Thursday night and Friday but got absolutely no response. Lufthansa was not available in anyway to help or support their customers in the big mess they put me through.

I eventually had to book a new flight through [redacted] in the next day evening on my expense.

I really cannot believe the horrible experience that I had with such a professional airlines.

Here are the things that I'm complaining about:

1- Why Lufthansa didn't even care to send me an early notification of what is going on so I can have time to find a reasonable alternative plan?

2- Customer support was NOT available at any time in any way to help customers in this big mess that Lufthansa put costumers through. Lufthansa alone is responsible for and it is completely their fault.

3- Up to this point, I have not been refunded for the cancelled ticket!!! Lufthansa didn't fulfil their commitment for this transaction. In what right Lufthansa is still holding my money??? I bought the ticket for $1,309.50. I respectfully ask that this amount be refunded immediately.

4- I lost one day of work and two days of my planned vacation due to delays and dealing with this terrible experience.

Relevant flight information:

Lufthansa ([redacted])

Mar **, 2015 (Lufthansa [redacted]) [redacted] -> [redacted] Mar **, 2015 (Lufthansa [redacted]) [redacted] -> [redacted]Desired Settlement: 1- An immediate refund of the ticket $1,309.50

2- $285 extra in difference for a new ticket.

3- Lost one day at [redacted] (worth $583.3)

4- I lost two days of vacation due to delay. This is a very valuable time for me as I have only limited time to spend with my family who lives overseas. (2*$583.3 = $1166.6)

5- Rental car in [redacted] for two days ($116)

Total: $3460.4

Relevant flight information:

Lufthansa ([redacted])

Mar **, 2015 (Lufthansa [redacted]) [redacted] -> [redacted] Mar **, 2015 (Lufthansa [redacted]) [redacted] -> [redacted]

Business

Response:

original date sent -March **,

2015

Dear [redacted],

Thank you

for your correspondence concerning your reservation with Lufthansa. We are

sorry that your travel plans were disrupted as a result of the Lufthansa

Pilots’ Union Strike ([redacted]) and truly regret that we were unable

to offer you the dependable service we normally provide. Please accept our

apologies for the inconvenience caused.

On behalf

of our staff on-board and on the ground, we apologize that our customers, are

bearing the brunt of an internal conflict. During the strikes, thousands of

employees of the Lufthansa Group are working around the clock and doing everything

they possibly can to limit passenger inconvenience as far as it is possible.

However, we realize that all these efforts cannot compensate for all the

difficulties caused by the strikes.

As a

Lufthansa customer, you are unfortunately experiencing great inconvenience as a

result of the repeated strikes announced at short notice by the [redacted] pilots’ union. Our aim is to offer you as quickly as possible, the

Lufthansa reliability our customers are accustomed to, the reliability we are so

well known for and which you value in us. We regret that you were unable to

reach our Customer Service by telephone and therefore, made alternate travel

arrangements. In accordance with EU regulations in the event of a flight

cancellation due to extraordinary circumstances beyond the control of an

airline, the passenger may expect a full refund of the unused ticket, which you

should request through [redacted], the issuing agency.

Lufthansa's

obligation is to provide care and assistance in respect to overnight

accommodations, meals and two telephone calls at the point of the irregularity.

Consequential damages such as loss of wages, missed work, pre-paid hotels and

services are outside of airline liability and cannot be reimbursed.

We are

grateful for your feedback. Your patronage is both valued and appreciated.

While we realize, we cannot erase your disappointment, in view of the

circumstances and as a tangible gesture of our care and concern, arrangements

have been made to credit your Miles & More® account with 5000 bonus mileage.

This adjustment will be reflected on your statement within approximately 15

days.

[redacted], we hope you will reconsider and choose Lufthansa again in the future.

Thank you very much 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:

It doesn't compensate me for any of the loss I incurred due to Lufthansa failing to satisfy their obligations. Not even the difference in ticket's price!

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

Sincerely,

Review: I telephoned Lufthansa on September **, 2014, to book 3 seats on the following flights: ** Dec - LH [redacted] Dec - LH [redacted] Dec - LH [redacted] Dec - LH [redacted]

I specifically called on the phone -- as opposed to booking online -- because we were flying with an infant and I wanted to be assured that the armrests could be raised 90 degrees (as opposed to [redacted] airlines, whose armrests only raise 45 degrees), so that there was no obstruction for our child to lay down on our laps to sleep.

During my conversation with the Reservations Assistant, we discussed the armrest issue, I made the reservation for the desired Original Itinerary, provided my credit card details, and proceeded to reserve the seats that would allow us to disembark swiftly in order to make our flight connection in MUC, for a total of 4,971.03 USD. I receive an email confirming this reservation.

Upon arrival at EWR airport on December **, 2014, I was told by Lufthansa check-in assistants that we did not have a ticket.

This was a total surprise considering I had discussed, and given my credit card details to the Reservations Assistant over the phone, AND received the email confirmation. But I was told at check-in that the email was a Reservation Confirmation only and not a Ticket Confirmation. After hours spent with the check-in assistants, and on the phone with my bank, we understood that my credit card daily transaction limit did not allow the purchase… so our tickets were never issued and our reservation was automatically terminated shortly after. The Lufthansa Reservations Assistant did NOT inform me of this issue over the phone, while I was purchasing the ticket, NOR did Lufthansa contact me, after the fact, to inform me that my credit card was declining the transaction. I didn't receive a phonecall / email / letter: NOTHING. So, I was not informed that this transaction never went through -- furthermore, let me point out that no where on the Reservation Confirmation does it state that THIS IS NOT A TICKET… I could only assume that everything had gone through.

The only option Lufthansa gave us was to purchase 3 new tickets for the exorbitant price of 11,663.46 USD. We therefore paid an extra 6,692.43 USD because Lufthansa neglected to inform us back in September that the transaction didn't go through.

Our return flight was delayed almost 24 hours, and Passenger rights state:

"In case of more than 5 hours you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure."Desired Settlement: The business should have taken responsibility for their lack of communication, and automatically given us tickets on the outbound flight at the original purchase price. That didn't happen, and given that the flight was extremely delayed, they should thus - at this point - refund the entire amount paid.

Business

Response:

Dear [redacted],Thank you for your

correspondence and for choosing Lufthansa for your travel plans. Being in the service industry, we appreciate

your taking the time to make us aware of your concerns.We can only

imagine your surprise when you arrived at the Newark airport on December **

only to find out that your tickets had not been processed. According to the history

of your reservation, you had contacted our Call Center on September ** and made

a reservation for you and your family to travel from Newark to Florence via

Munich and had provided our staff with your credit card information and an

email notification for your flights had been sent to you. However when your

reservation was forwarded to the ticketing department for processing, your

credit card payment was declined and therefore our staff had sent you an email on

September ** advising you of the problem and that you should contact our Call

Center before September ** or your reservation would be cancelled. The

reservation was held until September ** and then cancelled. Your credit card

history also should have indicated no payment to Lufthansa was processed for your

tickets verifying that there would be a problem for your journey in December.We understand

that our staff had assisted you with rebooking your original flights at the

airport in Newark; however the original restricted S - economy fare had no

longer been available for your journey and therefore it was necessary for our

staff to upgrade to the next higher B - economy fare. Your disappointment is

certainly understandable. It

is upsetting to learn that your return flight on December ** operated

by Air [redacted],

marketed by LH[redacted], from Florence had been delayed for four hours and 50

minutes due to weather conditions in Munich which resulted in you to miss your

connecting Lufthansa flight to Newark. It is our aim,

as well as our partners, 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 and our partners

continuously strive to maintain the superior operational performance you

deserve. Although every effort is made to maintain flight schedules as

published, we and our partners are occasionally subject to flight

irregularities and we sincerely regret the consequent problems to our

customers. Despite our partner’s best efforts, many factors beyond their

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 passengers and crew first and foremost. When unexpected flight 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 are rebooked to their final

destination at the earliest opportunity, subject to availability of

seats. Further history of your reservation verifies that our staff had

rebooked you and your family for the following day with our Star Alliance partner,

United Airlines, flight UA107 to Newark. On behalf of Lufthansa and our partner,

we sincerely apologize for the disruption to your travel plans and all

inconveniences as we realize you arrived back home much later than anticipated.

We truly regret that our service did not meet your expectations during

your recent journey. Nevertheless, we are unable to offer you

compensation as requested in your correspondence, since the reasons for

the flight irregularity you experienced with [redacted] are considered

exceptional circumstances that, despite our partners best efforts, could not

have been prevented. In addition, we would also like to inform you that Lufthansa is

absolved from its obligation under the terms of EU Directive 261/2004 to

provide compensation payments for another carrier. [redacted],

we realize our response

may not be the one anticipated and we appreciate your understanding of our

position. We value your patronage and assure you of our interest to be of

continued service as we look forward to welcoming you and your family on board

a future Lufthansa flight once again.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:

[Your Answer Here]

Miss [redacted]Please see below in response to your email."your credit card payment was declined and therefore our staff had sent you an email on September ** advising you of the problem and that you should contact our Call Center before September ** or your reservation would be cancelled"I NEVER received a notice, an email, or a phonecall, stating the above and that payment was declined.

"It is upsetting to learn that your return flight on December ** operated by Air [redacted] marketed by LH[redacted], from Florence had been delayed for four hours and 50 minutes due to weather conditions in Munich which resulted in you to miss your connecting Lufthansa flight to Newark."This flight was scheduled to leave at 1.10pm and it departed at 7pm. That is 6hrs delayed, not 4hrs 50mins. We were asked to board the plane at 5 pm, and then were asked to disembark the plane shortly there after, until we finally re-boarded and departed at 7pm."Despite our partner’s best efforts, many factors beyond their 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 passengers and crew first and foremost."Furthermore, Lufthansa partner did NOT advise it's passengers that there was a 6 hour delay form the onset. Every hour that went by, the flight was delayed of 1 hour, until it was 6 hrs late. We were traveling with a SICK child, which we could have taken home, and were advised to stick around because the flight was going to leave "any minute now"."Further history of your reservation verifies that our staff had rebooked you and your family for the following day with our Star Alliance partner, United Airlines, flight UA107 to Newark."The most despicable part of our delay was that a Lufthansa staff at the Service Desk in FLR, in light of our delay, re-booked us on the UA107 flight to EWR the following day, but when we arrived in MUC, we were told that no such booking existed, and were basically asked to queue in a SIX HOUR line -- with a sick child -- to ask the Service Desk in MUC to rebook us on the flight the next day. Lufthansa paid for our accommodation in a hotel 45 minutes away from the airport, so our sick child only slept 5 hours that night before we started the journey again."In addition, we would also like to inform you that Lufthansa is absolved from its obligation under the terms of EU Directive 261/2004 to provide compensation payments for another carrier."I am not asking that Lufthansa compensate based on the appalling service and hellish travel experience. Rather, because of Lufthansa NEVER sent a notice, an email, or a phonecall, stating that the September ** payment was declined. I have no record of this. Furthermore, if you look at the email that I did receive, see attached, it says absolutely nowhere that THIS IS NOT A TICKET, or that FURTHER ACTION IS REQUIRED. There is no way I could have known that my payment didn't go through... unless I checked my own bank account for the transaction, but it's NOT my responsibility to keep track of these issues.It is Lufthansa's fault entirely that I was left with the ONLY OPTION to pay an extra 6,692.43 USD on the date of my flight. Your terrible service and failure to deal with your passengers during a simple delay is duly noted, but LETS BE CLEAR that is not the reason I am asking for a reimbursement. I want to be reimbursed because you failed to contact me in the appropriate manner so that I could make the booking at the price that was discussed on the phone with the Lufthansa customer representative.

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

Sincerely,

Business

Response:

Dear [redacted], We are sorry

to have disappointed you with our previous response.Our

alliance with [redacted] is meant to offer a streamlined, seamless product,

which will make travel easier for and ultimately benefit the customers. They

are committed to providing all passengers with a consistent level of comfort

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

personality. At this time, each airline has its’ own separate reservation and

check-in system, which allows only a partial integration of the booking and

flight data. Efforts are currently underway to align the reservations systems

so as to offer our clients the benefit of true joint reservations. This will

allow our staff, as well as those at [redacted] which is handled by Aeroporto

di Firenze S.P.A. staff at the check-in counters and departure gates in

Florence, to have access to each other’s booking and flight information to

better facilitate our passengers. Therefore if you have any further questions

regarding the flight irregularity or handling of the delay, we kindly suggest

for you to contact [redacted] directly. We

are confident that your concerns regarding your experience will be addressed to

your satisfaction.It

is disappointing to hear that you were unable to locate the email that our

staff had sent you on September ** verifying that there had been a problem with

your credit card payment. Although further confirmation from your bank and

credit card statement will indicate that no payment had been processed at that

time and therefore the tickets were not generated for your departure on December **.While

it is regrettable that we are not able to provide you with the positive

response you are seeking, it is our hope that you will consider Lufthansa once

again for your future travel plans. Sincerely, [redacted]

Review: my wife just arrived yesterday(10/*/2013) via lufthansa.

she has experienced many problems flying with your airline:

1. she was charged 325$ to postpone her ticket due to emergency medical status.

2. she was mistaken to return on oct. [redacted](departure time to be shortly after midnight, but so told verbally that her return was thursday night. she shows up at IKA airport as such, but gradually it becomes apparent that she was "late" in catching her flight by one day, hence another 325$ penalty!

3. she was interrogated at FRA and a sealed herbal medicine was taken away from her in a very rude fashion.

4. she was, again, interrogated at SFO by a very rude security thereby causing serious emotional injuries to her. she did NOTHING to be treated in such a manner.

5. her baggage was seriously damaged and cut open and hence missing several items from the contents.

the reason for filing this complaint with Revdex.com is that:

a. at first I contacted lufthansa at ###-###-####. the female staff walked me through the site(lufthansa.com) to file a complaint. but I was unable to complete the process becasue a p.i.r. report no. was needed.

b. I called again and talked with a male staff who said, after stating the nature of the problem at length to him, "i needed to go to the airport in person and file a damage/missing item report!" I dismissed his instruction, due to to time and money factors.

c. I called the customer service again, and again after stating the issue was told that I could call the baggage service at ###-###-#### and get a p.i.r. number and then continue with completion of my complaint online.

d. the contact effort to dial ###-###-#### was fruitless as the automated system prompted me to write to: [redacted]. I dismissed that too!

e. I called the main customer service no. again and she told me to call ###-###-####!

f. at this juncture is decided to file a deserving formal complaint with Revdex.com @ lufthansa.Desired Settlement: I would like the missing/stolen items be replenished at the expense of lufhansa's time and money and NOT ours! they may get them at a fraction of cost.

I want her 650$ be refunded in full.

last but not the least, after full compensation of the said issues, I would like to get two open first class r/t tickets(sfo-fr-ika) to mend such a terrible experience.

thank you for your mediation and support understanding and cooperation.

Business

Response:

Dear [redacted],

Thank you for your husband’s correspondence forwarded by the Revdex.com. Please be advised that due to German privacy laws we must respond to the passenger directly. We regret to learn of the unfortunate circumstances which prompted you to write; however as we value your patronage we will always welcome the opportunity to address your concerns.

We can certainly understand the disappointment you experienced when a rebooking fee was required to change your travel date. According to your record, your ticket was issued against a special bulk fare economy ticket by your Travel Agent which may be subject to restrictive conditions. In the case of special fares, it is necessary to contact the Travel Agency that issued the ticket for all conditions associated with the fare (ie maximum validity, change fees or refunds). We apologize for any misinformation you may have received.

Lufthansa is aware that check-in deadlines affect our customers and understand that there are many reasons why a passenger may arrive after the deadline. However, such deadlines are relevant to the final check-in process in accordance with government mandated guidelines and must be observed. A passenger’s inability to check in for a scheduled flight due to extenuating circumstances is excluded from liability.

The special fare purchased incorporated restrictions which are applicable after ticket issuance, including a change fee. As no monies were wrongly collected, we must respectfully decline your request financial compensation.

We are sorry to learn of the situation encountered at the security checkpoint and we agree that your concern is valid. Checkpoints are operated by local and federal government authorities, and individual air carriers are therefore unable to influence the screening process.

We regret to learn of the bag damage and missing items you have experienced; however we are grateful for this opportunity to address your concerns. We would like to be of assistance with your expense in accordance with international regulations as outlined in the Montreal Convention. As with any insurance claim, in order to process your claim for reimbursement within airline liability, our Accounting Department requires original receipts of the item damaged and missing. Therefore, at your earliest convenience, please forward the original itemized receipt to this address for review. Indicate the reference number above on your envelope.

Best regards,

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 answer from lufthansa is a typical copy-and-paste reply!

they know that hardly anyone would have receipt for purchases of nuts, pistachio, saffron, herbal medicines from iran, so they deliberately and knowingly ask this type of question to get the anticipated response.

if my baggage is not repaired/replaced and the lost/stolen items not replaced within 10 days from now, I WILL take a legal action against the co.

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. To date, the requested information has not been received.

We regret to learn of the bag damage and missing items you have experienced; however we are grateful for this opportunity to address your concerns. We would like to be of assistance with your expense in accordance with international regulations as outlined in the Montreal Convention. As with any insurance claim, in order to process your claim for reimbursement within airline liability, our Accounting Department requires original receipts of the item damaged and missing. Therefore, at your earliest convenience, please forward the original itemized receipt to this address for review. Indicate the reference number above on your envelope.

Once the requested information is received, we will not hesitate to review your claim.

Best regards,

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:

[lufthansa airlines is manipulating this issue because they know that 99% of such cases would not have a receipt for purchases. they want me to proivde a receipt of purchase for pistachio! for saffron!! for my baggage that I bought 4-5 years ago!!! this is a deliberate tactic to delay this process. henceforth, I will rest the case with b.b.b. at this juncture and pursue legal action against this CORRUPT airline.]

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

Sincerely,