Lufthansa German Airlines

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,

Review: My bag was delayed by Lufthansa on an international flight [redacted] on May **, 2015 for one week (the bag was delivered on May **, 2015). Lufthansa baggage tracking agents told me several times by phone that Lufthansa will reimburse 50% of my expenses on clothing. I submitted a claim to Lufthansa on May **, 2015 (reference [redacted]; FB-ID [redacted] and FB-ID [redacted]). No response has been received so far. The problem is that I originally contacted Lufthansa on May **, 2015 by email (the only way you can contact their Customer Relations) and nobody from Lufthansa has ever followed up regarding my complaints about the delayed baggage / reimbursement of my expenses.Desired Settlement: Refund of my expenses in the amount of 230 USD (receipt was provided to Lufthansa (reference [redacted]; FB-ID [redacted] and FB-ID [redacted]).

Business

Response:

Dear [redacted]'s feedback number is [redacted] and he was reimbursed in the amount of $149.62 USD on June *, 2015. This was for Property Irregularity Report [redacted] and represents 50% reimbursment for clothing and 100% for toiletries/undergarments while the one bag was delayed from May **, 2015 until May **, 2015.Sincerely,[redacted] Lufthansa German Airlines[redacted]Fax: ###-###-####Email: [redacted] lufthansa.com[redacted] Members of Star Alliance

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: I had flights on Lufthansa from Kiev to Pittsburgh on 4/ */14. Flights were canceled due to pilots strike. No flights were available on 4/*/14 so Lufthansa rescheduled me on KLM for 4/*/14. Shortly after Lufthansa made the reservation on KLM I received an email from KLM that one of the segments was not available despite the fact I had a written email confirmation from Lufthansa. I called Lufthansa again and they booked me on Lufthansa flights for 4/*/14. The next day around noon I received an email from Lufthansa that one of my flights did not have seats available. Again I had a written email confirmation that my seats were confirmed. Lufthansa re booked me on flights through Toronto for 4/*/14 and sent a email confirmation. I found this out when I received an email around 1:30. I phoned Lufthansa and they told me there computers were down and to call back. I called back twice and finally they said they would call me. They called back around 2 hours later and they said I never had a confirmed reservation and I told them I had a written email confirmation. They insinuated I was not telling the truth and I did not have confirmed flights.. I called back a few more times and I was advised to write a letter to get it resolved despite the fact that I was flying the next day. It took over 12 hours to get this resolved and I wasted an entire day and had expenses as a result. After arriving in Houston on Lufthansa my connecting flight to Pittsburgh was canceled.and had to leave Houston the next day. In all I had 5 flights canceled or had confirmed reservations that I was denied seats, and arrived home 2 days day late. I have contacted Lufthansa various ways and can not get any response.Desired Settlement: I am asking for a round trip voucher. I am entitled to significant compensation under EU Regulation [redacted] But I prefer to settle this fast and will settle for the round trip voucher. I would also like an explanation why the Lufthansa office in Kiev, Ukraine behaved the way they did and for all purposes said I was not telling the truth about have confirmed flights when I clearly could have provided a written email confirmation.

Consumer

Response:

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

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

Sincerely,

Review: I purchased a one-way Business Class ticket for my 78-year old mother ([redacted]) to fly from Washington, DC to Beirut, Lebanon on June **, 2013 (Ticket # [redacted]). The route involved a connection in Frankfurt Airport for almost 5 hours. I also requested a wheel chair service for my mother for the entire route, including the connection in Frankfurt. The main reason I invested in a Business class ticket is to ensure that my mother has access to the Business lounge at the Frankfurt Airport in order to rest after her 8 hours overnight flight, given her old age and her frail health. Upon arriving in Frankfurt, the Lufthansa employee provided her with a wheelchair but took her straight to a waiting area near her departure lounge instead of the Business lounge in spite of her repeated requests to be taken to the Business lounge. Her requests to use the toilets or to drink water were also rejected. By the time my mother boarded her flight to Beirut, she was completely exhausted with no water, food or the use of a toilet, not to speak of any of the extra comforts of the Business lounge.Desired Settlement: I filed an online complaint with Lufthansa on June **, few minutes after I called my mother in Beirut and heard about her ordeal in Frankfurt, and I requested a refund on the purchased ticket. On July **, almost a month later, I received an email from [redacted], Lufthansa USA Customers Services, proposing a refund of only 15,000 miles compared to the original 92,000 miles that I paid for the ticket. Since my mother was denied access to the Business lounge, I consider that the services provided by Lufthansa were those associated with an Economy class ticket worth 50,000 miles. Therefore, I responded to [redacted]'s email on July ** requesting a settlement in the form of 42,000 miles, which is the difference between the cost of a Business and an Economy class ticket for the same route. To date, I have not received a response to my request for settlement. I tried to contact Lufthansa USA Customers Services on tel: ###-###-####, but they never returned my calls.

Business

Response:

Dear [redacted]:

I have again responded to pax concerning his request for additional mileage credit. As transportation in Business Class was provided, we are not in a position to credit the miles. I have already given 15,000 miles as a goodwill gesture. Pax received all other amenities in Business Class. Pax was taken to the special services lounge in Frankfurt where pax can help themselves to beverages, tea, coffee and snacks. There are also restrooms in this lounge as well as nearby all gates at Frankfurt Airport. Pax requested assistance for long distances. In these cases they are capable of walking short distances such as boarding the aircraft or accessing the nearby lavatory.

Thanks.

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:

As repeatedly mentioned to LH Customer Services, the main reason I bought a Business class ticket was to ensure that my mother has access to the Buisness lounge in Frankfurt. Given her long overnight flight and her 5 hour layover, it was essential that she could rest properly because of her old age and fargile health. Since my mother was denided access to the Business lounge, I consider that LH was in breach of contract and that the services provided were those associated with an Economy class ticket. That's why I have requested to be reimbursed for the difference between the two classes of tickets i.e. 42,000 miles. I appreciate the "goodwill" gesture of 15,000 miles credit, but this is not nearly enough to cover the difference in ticket costs. I will only be statisfied when I get credited for the remaining balance of 27,000 miles.

Thank you]

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

Sincerely,

Business

Response:

Transportation in Business Class was provided and your mother received all other amenities. As a gesture of good will, I provided 15,000 miles credit due to the service issue. The mileage difference between Economy Class and Business Class award tickets cannot be re-credited since your mother did indeed travel in Business Class, i.e. seats, meals, check-in services, etc.

Sincerely,

Consumer

Response:

I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted] since my last response on Aug. **, 2013.

Sincerely,

Review: I purchased a airline ticket for the amount of $2,124.10 for my brother-in-law, [redacted], to fly from South Africa to Winnipeg MB in Dec 2012. He was unable to get a visitor visa in time so we changed his flight so he flew to Winnipeg, leaving Johannesburg on Feb **, 2013. He was supposed to return a month later, but his plans changed and he did not want to leave in March. I cancelled his return flight online on March **, 2013. I was allowed to change the ticket and if I wanted to rebook, I had to pay a $250 fee which I was aware of. Now this week on Jun **, 2013, I went to book a ticket back to South Africa for him as he has to be at a meeting in South Africa on July *, 2013, and they told me by cancelling online, I had recalculated the ticket price and his flight to Winnipeg was re-calculated as a one way ticket and my entire ticket price which I had paid for a return ticket was now gone and I had no credit left. I thought I would have a credit of the return leg of the plane ticket, less any change fee. I would like the portion of my ticket refunded which he did not use. I had to book a ticket back to South Africa for him and the only airline available was Lufthansa, and I paid this entire sum again with a credit card. I should have received some credit for his unused return flight, approximately $1,000. I have tried phoning the call centre several times and they say they cannot help me. I filed a complaint with the airline and have heard nothing from them.Desired Settlement: I would like the unused portion of his airline ticket, approximately $1,062.05 refunded to my credit card

Consumer

Response:

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

Sincerely,

Review: I am requesting a partial refund on an unused portion of a ticket I purchased to travel to oversees. I wrote two letters to Lufthansa but they refused

I requested a partial refund of $725.00 for the unused portion of an airline ticket I purchased in Iran to travel back to the United States on January *, 2014.

Due to my father's death, I had to extend my stay in Iran. Since I was unable to change dates of the ticket I originally purchased in the United States I had no alternative but to purchase a new ticket to return to the United States.

I called the Lufthansa customer service representative and was informed that due to the circumstances involved, and based on humanitarian grounds involving my father's death, I can submit a claim for refund for the unused portion of the ticket and that Lufthansa will honor it.

However, Lufthansa responded to my claim for refund with a generic-unsiged letter and stated they would not refund any portion of the ticket. I wrote a second-more detailed letter and provided them with more information as well as with my father's translated death certificate susbtatialing what occured. Over a month later I received a letter from [redacted] of Lufthansa refund department stating again that they will not refund any part of the ticket. To summarize:

1.) Due to my father's death, I had to extend my stay in Iran. Since I was unable to change dates of the ticket I originally purchased in the United States I had no alternative but to purchase a new ticket to return to the United States.

2.) I essentially purchased and paid for two sets of tickets for the same trip. Both sets of tickets purchased were Lufthansa/United issued tickets.

Regarding death of my father, I explaind in my second letter that needless to say it was absolutely beyond my control as it occurred suddenly and placed me in a dilemma. I had to extend my stay in Iran to be able to arrange for my father's funeral as well as making immediate arrangements for my 87 year [redacted] mother.

I further explaind to them that I am a long time and loyal customer of Lufthansa. I trusted Lufthansa will have some sympathy in regards to what occurred and had confidence that they will find a way to accommodate customers with situations like mine involving extenuating circumstances. Lufthansa did not.Desired Settlement: I would like to be able to obtain a refund of $725.00.

Business

Response:

Dear [redacted],

I am sorry that we have not met your expectations with the handling of your claim.

As you have been advised, the original ticket, [redacted] was not issued by Lufthansa, but by United, therefore, we are unable to provide a refund.

The new ticket, [redacted] was used for travel on January [redacted] and has a return scheduled for September **, 2014.

I hope we have been able to answer your concerns.

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:

Dear Revdex.com,

Regarding my complaint to Revdex.com, I received the following email from Lufthansa on 4/**/14:

Dear [redacted],

Sincerely,

I responded with the following email to Lufhansa on 4/**/14:

Dear [redacted],

Thank you for your email.

I have already tried requesting refund through United Airlines for the unused portions of both tickets. United Airlines refunded the unused portion of the ticket which was issued in California to me in full. However, United explained they are unable to refund the unused portion of the second ticket which was issued in Iran as that was a “Lufthansa issued ticket”. United Airlines stated that any refunds on the second ticket issued in Iran must come directly from Lufthansa German Airlines.

It appears when it come to the second ticket issued in Iran, neither airlines are willing to own the ticket and take responsibility for it. If the ticket is not United Airlines issued and as you state, if the ticket is not Lufthansa issued, then whose ticket is it?

As a consumer however, it appears to me that United Airlines contention in regards to the ticket issued in Iran seems much more valid that Lufthansa’s.

United Airline has no offices, facilities, and or representatives in Iran at all. Conversely, Lufthansa has been fully operating in Iran for many decades and has offices, representatives, and agents in Tehran. Additionally, Lufthansa’s first letter in response to my claim for refund (copy attached) did not make any references to the United Airlines and basically explained the reduction in profit for Lufthansa as basis to deny my claim for refund. Further, United Airlines earned great credibility in my view as it acted in a fair and prompt fashion in accepting and processing my claim for refund on the unused portion of the first ticket which was issued by a travel agent here in California. Based on these facts the only logical conclusion I can draw is that Lufthansa is simply unwilling to give up profits already earned and continues to take an unjust position with its long time and loyal customer.

I respectfully request again that Lufthansa take the appropriate and just decision and approve my request for refund on the unused portion of the ticket issued in Iran. If you have any questions or need further information please email me or call me at [redacted].

Regards[redacted]

Lufthansa did not respond to the above email. Yesterday, they finally responded to Revdex.com directly and stated that they are not willing to accommodate my request.

Please provide me with any and all State and or Federal regulatory government agencies which may have jurisdiction over airlines with whom I can pursue this matter. I appreciate your help and assistance. [redacted]

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

Sincerely,

Review: We had to change a flight due to a family health emergency. We sent forms from the doctor explaining the family emergency. My wife's father has since died. We were told we would receive a refund for the ticket in October of 2013. We were told the refund would take 4 to 6 weeks. It has been over 12 weeks. When I try to talk to anyone about the progress of the refund I am told that it is only handled through e-mail. I have sent several e-mails and have not received any update other than an automated message with a complaint number [redacted] The ticket was booked for my wife [redacted]Desired Settlement: I would like a prompt refund $1273.92

Business

Response:

Review: On June *, 2013, I flew with the airline Lufthansa from Chicago O'Hare (ORD) to Barcelona, Spain (BCN) - due to mechanical errors on my originating United Airlines flight. Upon arrival in Barcelona on ** June 13, it was discovered that my party's bags (4 total) were missing. A claim was immediately filed with the company. The airline advised they would reimburse a certain percentage for clothing that had to be purchased. My bags were returned, two of which were damaged. Upon arriving back in the US, I officially filed a claim for reimbursement of my clothing purchases and for damaged luggage. This was done on July **, 2013. I received a response back from the airline on July **, 2013, asking me to send receipts. I attempted to do this online but was unsuccessful. I then attempted to fax (per the number given: [redacted]). I later learned that was not the correct fax and re-faxed to: [redacted] on or about July **, 2013. The representative emailed and said she couldn't read and asked me to resend. I sent the information via email on or about August *, 2013. The representative then advised she was asking for receipts of clothing (which was sent in the email on August *). I advised that I did not have receipts for the bags but sent an estimate of what I thought they would be. Still no response. I resent the information to her again on August **, 2013 and followed up on September *, 2013. She emailed and said she didn't receive the receipts/attachment on September **, 2013. I've received no further response from her to date. I filed a complaint via the airline website on October *, 2013 and have also not received a response. I've contacted customer service who advised they do not have a number for customer relations, the department handling the claim. I am frustrated and would like some resolution as this was not my error to begin with.Desired Settlement: I want reimbursement for my clothing and luggage. It's a simple as that. I'd like someone at the airline to respond to my request, which has taken four and a half months.

Business

Response:

Dear [redacted],

Review: I purchased a flight ticket from Philadelphia to Chennai, India with a stop over at Frankfurt, Germany. After Lnading in Germany I noticed that my bag was damaged and items missing from my bag. I contacted Lufthansa support with in one week as required according to Lufthansa website for compensation. I filed a email claim and the file number was (File [redacted]). Because I was not going to return to USA until June Lufthansa USA transferred me to their customer support team in India who essentially stopped replying to my queries and emails. I paid for my ticket in USD and I contacted USA customer support so I expect them to resolve this issue. I never wanted to be transferred to India customer support because I am not used to customer service overseas. I am a permanent resident of USA and I prefer to deal with USA support. If required I can ship the bags to USA.Desired Settlement: Compensation for the damaged bags and lost items.

Review: We purchased tickets from Lufthansa for our family of four and they changed our schedules against our will by ruining our plans (we had to attend our son's High School graduation and of course he had to attend his own graduation to graduate too so it was very very important so we planned when we first purchased our tickets) so by doing this act Lufthansa contradicted with our original planning. We could not meet the new schedule forced upon us by the airline we tried to contact them never being able to talk to a "live" person on the issue but to face a recording for an unresponding ignorant so called "customer feedback" ???? I just called again this morning again the so called "customer relations number (###-###-####) to confirm and to be fair before I file this complaint but still I do not reacha live person and there is a recording for écustomer feedback and they never get back to you. Our disagreement for the schedule change was never taken into account we also called the main Lufthansa number ###-###-#### and that number when they answer they connect you to same place which has the same recording for "customer feedback" also when we insisted on talking to reservation people at Lufthasa main number saying we always get the recording reservation personnel of Lufthansa sounded ignorant and blamed [redacted] which we purchased the original tickets (and [redacted] always blamed Lufthansa for the problem and our tickets were confiscated and we were robbed out of our money and tickets by Lufthansa (and also [redacted] please see our complaint for [redacted] also #[redacted]) Since a similar problem happened to us last year with Lufthansa and and another online travel agancy I strongly beleive this may be a common and a very wide practice by this airliner and travel agancies while changing and forcing new schedule changes on people like us and making them not being able to meet new changes they may be doing this to sell more tickets especially in high season by frauding unsuspecting customers. They also put customers in limbo and nonsense loop by keep making them to go to recording for any of these issues. In no time in this process we have received any positive help from Lufthansa and they seemed to ignore us. So as a result our vacation plans were ruined (we could never talk to live agent from Lufthansa but [redacted] said ) our tickets were forfeited for no show. That is very absurd Actually they were robbed us by arbitrarily changing the schedule of our original tickets against our needs and schedules. And our family became seperated now.

Lufthasa Record locators for tickets are: [redacted]

we spent tota of 6657.20 $ on the ticketsDesired Settlement: We need to get refund / replacement of the tickets. We are immediately in need of 2 tickets before first week of August 2015 since our daughter who is a child is overseas with in-laws due to this problem Lufthansa caused us so if they can give us 2 tickets I need to go bring her back before her school starts. We need a refund for the rest.

Anyway possible if tickets not possible then a refund since we are affected by this unethical behavior our vacation is ruined and I am a disabled person with limited income I am now worried almost everyday for all of this and how this could happened and also worried about bringing my child back since I do not have the money I need immediate resolution by the airline on the issue to fix this problem before it gets even more complicated.

And an if possible I think we deserve an apology from management could be helpful to erase any suspicions in our minds for this being a systematic fraud by Lufthansa.

Thanks in advance

Business

Response:

Dear [redacted],

We have

reviewed [redacted]’s reservation in regard to this complaint regarding his

return reservation from Los Angeles to Izmir via Munich originally booked for

June *, 2015. According to the file history, in October 2014 there was a summer

schedule change that cancelled our Munich to Izmir flight on June *. There was

an automated rebooking to leave 1 day earlier with a message to the reservation

owner and ticketing agent Orbitz. It would then be Orbitz’ responsibility to

notify the passenger since they are in possession of the passenger contact

information.

Then in

December 2014, our schedule Munich to Izmir changed which resulted in the

cancelled booking for their June *, 2015 flight. Once again, the flight

was automatically rebooked, but this time to leave Los Angeles June [redacted]

connecting Munich to Izmir on June * since there was no service on June * from

Munich to Izmir. This information was sent to [redacted] to advise the passenger.

On January *, 2015, [redacted] had contacted our agency desk and was given a waiver to rebook

the passengers on an involuntary basis to possible more suitable flight. A day

later, [redacted] contacted our reservation call center and was advised to

contact [redacted] for rebooking since they had been given authorization to rebook

due to the schedule change. There was no other action taken in either

reservation ([redacted] and [redacted]).

has since been in contact with our refund department for a partial refund of 3

of the 4 partially used tickets. The ticket for [redacted], [redacted],

was refunded July **, 2015 in the amount of USD727.59. Tickets for [redacted]

[redacted], [redacted] and [redacted], [redacted], were refunded July **,

2015 each in the amount of USD728.59. All refunds are returned to the original

form of payment. The ticket for [redacted], [redacted], is fully used and

therefore no refund processed.N.M[redacted]

Lufthansa

Customer Relations North America

Consumer

Response:

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

[Your Answer Here]Tickets were changed against our will and we never gave our consent. Refunds were going to be 945 $ as Lufhansa Mexico refund office (Claduia's) email. First two came as you say around 729$ when will be getting the difference? Third refund we dont know what happened to it since my repeated attempts of trying to tell you that visa card for the third ticket ending [redacted] is inactive and I dont have it any more it is not used. I wanted to get the third refund by any other means so as I said again and again I can arrange tickets to get my 12 yrs old back home before the school starts since my kid stays seperated due to these problems. But it seems I have been unfortunately talking to walls so although our vacation plans were ruined some of the family members could not attend my sons graduation and our 12 yr old became seperated due to this. We did not receive a complete on time resolution to the problem and now most importantly I can not afford to get one round trip and one one way tickets for myself and my kid to bring my kid back home before schools start in 10 days. I dont have the funds and nobody cared to listen to us either LH or [redacted] so I as a long time LH customer am at a hopeless point that I am begging you LH or between the two companies please provide me these tickets out of courtesy to bring my kid back home. This is not too much considering the damage you have alrady caused us and continuing to cause to make my kid being seperated from us. If I can not bring my kid back before schools start and my kid having to continue to stay seperated from us that may unfold a new chapter of this situation so please ask anybody in power there to make a decision to provide me these tickets to bring my kid back as this is not for joy or vacationing but it is out of necessity and being hopeless at as a last chance. And during this process all of our attempts always gone unanswered and we have not received any caring customer service response until this point. As I said until now we left messages to recordings unanswered or emails never returned. Please help me since because of all of this I am at that point now.

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

Sincerely,

Business

Response:

Dear [redacted]

[redacted],

Following

is our response to your to your subsequent correspondence addressed to the Revdex.com.

Our refund

department has adjusted the refund amount of the 3 previously mentioned tickets

to the quoted refund amount of USD924.45 each, therebey refunding USD196.86,

USD195.86 and USD195.86 respectively. The amounts will be reflected on the

credit card accounts used for payment within the next 5 business days. Please

note refunds are processed back to the original form of payment. As you

mentioned, you have since cancelled one of the accounts. You would need to

contact that financial institution for reimbursement.

Kindly

note that the possibility to rebook your flights due to flight schedule changes

was offered well in advance of your scheduled travel dates. The request for

ticket refund was a voluntary choice on your part. Lufthansa respectfully

declines your request for complementary transportation.

N. M[redacted]

Lufthansa

Customer Relations North America

Review: This complaint is regarding Lufthansa Reservation Code[redacted], including the following 3 itineraries:

ORD-AMS - May [redacted], 2015 (Chicago-Amsterdam)

AMS-OTP - May [redacted], 2015 (Amsterdam-Bucharest)

OTP-ORD - July [redacted], 2015 (Bucharest-Chicago)

After completing the first portion of my flight, due to some circumstances I had to fly earlier and change the second flight date from May [redacted] to May [redacted].

On May [redacted], I called Lufthansa Customer Service at ###-###-#### .They explained to me they cannot change the flight date immediately and that they have to submit a request to the "Rates Department" first, and when that Department calculates how much I need to pay they will send me an email. Then I will have to call Customer Service again to make the payment and have the date changed. They assured me it will take not more than 24 hours. Then the waiting started. I waited, and waited and ….waited. At 12 am on May [redacted], after it was obvious I will not receive the e-mail from "Rates Department" on time (I had to travel the same day), I didn't have another choice, but to buy a new ticket from Amsterdam to Bucharest and pay $325 for a last minute ticket (a normal rate would not be more than $150).

Later I checked my e-mail and found I had received the "Rates Department" e-mail on May [redacted] at 2:59 am. I hope the "Rates Department" did not expect me to wait until this hour, when I had to fly the same day.

I did not use the original ticket Amsterdam-Bucharest for May [redacted]. I was very disappointed about my financial loss due to the delay of the change request from the "Rates Department". I did not know it's necessary to call to cancel this portion of my ticket. After all, I had already paid for it, right?

Due to unfortunate circumstances, I had to change my 3rd itinerary for an earlier date as well and I needed to call Lufthansa's Customer Service again. I called them on June [redacted] to request a date change from July [redacted] to June [redacted] on my third itinerary. To my surprise, they told me my ticket was canceled. I told them I had never canceled the ticket. They said they automatically canceled the remaining part of my ticket because of a "No Show" on the previous flight. If I still wanted to use the ticket, I had to pay $300 ticket reinstatement fee plus $300 for a date change plus any fare difference for that date. I tried explaining to them that it is actually their fault that I couldn't use my Amsterdam-Bucharest itinerary, but they said these are the rules and it doesn't matter whose fault it is. Not to mention, nobody thought it will be necessary to inform me and send me at least an email that my ticket was canceled. What if I didn't have to change the original flight date and showed up at the airport on July [redacted]?? They would have told me my ticket was canceled at the time when I had to actually board the plane??

As I'm writing this letter, it's 3PM on June [redacted] and it's been more than 4 days, since I submitted my change request on June [redacted] with the same "Rates Department". I have to fly tomorrow and as of now I haven't received the long waited e-mail from the "Rates Department". I just spoke to a representative and she told me the "Rates Department" will open after 1 hour and I have to wait. I tried explaining to her that I have been waiting for the last 4 days and I have to fly tomorrow - June [redacted]. I requested to be transferred to a Supervisor to explain my whole situation, but she denied to transfer me to anybody. She was extremely rude and after I insisted on talking to a Supervisor again, she just hang up the phone.

This is my worst experience with any airline ever. Dealing with the extremely rude Customer Service and "Rates Department"; waiting for their e-mails forever, as well as searching and paying for different ticket options, has caused me a lot of stress and financial losses. I would suggest Lufthansa to improve their Customer Service and the response time on change requests, especially for people traveling within the next 1-2 days. I hope they understand that sometimes unpredictable things do happen in life, and people have to change plans and flights.Desired Settlement: I expect a full refund of $1253.80 for the very unprofessional treatment as well as the emotional stress and financial losses they have caused me.

Review: SUMMARY :

Having spent a 9 hour trip freezing and my head fully covered with a blanket unable to rest, read or relax in a cold section of business class (in addition, but not the main issue, having discovered that the "promotion" offered at check in was not a discount as advertised by the check in agent).

I requested a full refund of the 1,500$ I paid on June **, 2014 for an upgrade to business class at departure time.

I had been offered a "promotion" to upgrade to business class when I checked in, and been convinced by the agent -who was quite charming in her offer- that the trip would be much more enjoyable. However when checking with the publicized prices on the website, the "promotion" was actually slightly more than the prices on the website. I am a senior and I let the agent persuade me that I would be more comfortable.

I sent a letter to Lufthansa and received an email refusing my request; I followed up by email and letter asking for a phone number and a name to talk to someone. I was refused to talk in person and my file "was closed" by email without a chance to talk to anyone.

more details: during the flight, a flight attendant who acknowledged that the area was much colder than the rest of the plane, tried to "fix" the problem of the freezing area but was not able to. she said that she would bring the problem to the company. There was no other seat to move me to a warmer area because the flight was full.Desired Settlement: I want a refund for the extra charge I incurred at check in for the so called promotion upgrade to business class: 1,500.00 $.

Business

Response:

Dear Revdex.com:

Lufthansa has responded three times to [redacted]. She claims that the aircraft cabin was cold and demanded a refund of US$1,500.00 for the upgrade which she had paid for. We respectfully declined her demand for a refund on three separate occasions and gave her 10,000 Air Canada Aeroplan bonus miles as a goodwill gesture. We regret to have disappointed [redacted], but need to stand by our decision.

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:

Yes they responded to my emails but they kept responding the same thing

(that they cannot accept my refund request) not addressing my concerns:

I had responded that

1- I am not interested in the 10000 points since I very rarely fly,

2- they did not address the fact that the promotion that was described to me at the check in was actually not a promotion but some 45$ more than the price

listed on their website. The agent had been quite insistent on the fact that it was such a good deal and that I would be so much more

comfortable that (not flying much) I was persuaded to buy the upgrade despite that at the start I had said no to her offer. (this was

explained in the letter I sent them)

3- I asked them for a phone number to talk to them in person -and they never gave me a phone number or a name- ignoring my request. Therefore I was never able to have a conversation about what happened at check in.

PS: I am attaching the first letter I sent them so you can see the checkin/promotion issue that was never addressed by them.

thank you.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I have booked my tickets for me and my family from Lufthansa with reservation code [redacted]. It was for round trip from ORD to CAI. We were supposed to return on [redacted] April , however we are stuck in Cairo because of the delay in issuing Visa. So we cancelled our return trip and there was a CLEAR notice that we will receive a refund . I have contacted Lufthansa many times and filed a refund request but have received NOTHING from them !!! By the way, when we received our Visa, we reserved one way return trips from Lufthansa also but we didn't expect that we won't receive our refund as promised ! We trusted in Lufthansa that's why we booked twice from them but we didn't expect that it will take several months to receive our refund !!!

For more details

Ticket details & travel information

Travel dates for: EL BAKRY / NOHA MRS

Ticket number: [redacted]

Travel dates for: [redacted] (child, Date of birth: **OCT09)

Ticket number: [redacted]

Travel dates for: [redacted] with [redacted] (infant, Date of birth: **NOV11)

Ticket numbers: [redacted] , [redacted]

I hope I will receive a prompt reply for my problem

ThanksDesired Settlement: To receive our refund as promised

Business

Response:

Please see the below response that was sent to [redacted] today:

Regards,

Dear [redacted]

REF [redacted]