Lufthansa German Airlines

Review: Here is the history of this case:

I am contacting you regarding the travel my elderly parents experienced while traveling on Lufthansa.

The reservation # [redacted], travel date ** Jan 2014.

Complaint File number with Lufthansa - [redacted].

I have contacted Lufthansa on ** Jan and * Feb 2014 regarding this case. I have submitted all documents and receipts.

I was checking in my parent at the ticket counter in DFW airport on ** Jan 2014 and

Lufthansa agent informed us that this reservation was changed by Lufthansa and now they have 2 reservations in the system and it created a problem with check-in. Agent also was not able to check-in my parent to flight from Frankfurt to Vienna and from Vienna to Lviv. He provided my parent with tickets from Dallas to Frankfurt only and told us that “they are checked in until the final destination, I am just not able to print your tickets. They should go to the ticket counter in Frankfurt to obtain their ticket to Vienna and Lvov”.

Upon arrival to Frankfurt they were told that since my mother Irina does not have a EU visa, she could not fly to Vienna and have to purchase a direct ticket from Frankfurt to Kiev since she cant

the transit zone. My mother was detained by Immigration in Frankfurt airport and deportation process was initiated. She spent a night sitting in a chair at Frankfurt airport transit zone. She had a [redacted] and was sick. Since she was separated from her luggage she was not able to take her medications. I had to call a Physician in Frankfurt to treat her in Frankfurt airport.

She was not reimbursed for paying for her own ticket (184 Euros), nor inconvenience she experienced.

My parents were not informed that they could not fly from Frankfurt to Vienna when they checked at DFW airport. My parents hold Green Cards and are US Permanent residence.

My parents were not checked in to their final destination in Lvov and the issue with reservation system was not resolved on-time before their departure from DFW airport.

My father was allowed to fly to Vienna since he had EU visa however when he checked in at Lufthansa counter to obtain the ticket to Lviv, he was again told that there is a problem with this reservation, agent spent 3 hours calling US to fix this issue and his flight has already left.

When my father asked the agent to compensate his hotel stay he was told “to call US to sort this out”. He paid 150 Euros for his hotel stay.

1. My mother was deported from Germany. I want Lufthansa to contact Immigration Authority in Germany and request her deportation records to be removed

2. My mother needs to be reimbursed for her ticket purchase from Francfurt to Kiev and meals.

3. I want my father to be reimbursed for the hotel stay and food in Vienna because he missed his flight due to the error with Lufthansa reservations

4. My parents should be reimbursed for the inconvenience and terrible experience they had traveling on Lufthansa

5. I am ready to take legal actions and inform news and other agencies about this case if there is no resolution to this case in a reasonable amount of time.

Needles to say I am extremely disappointed how my parents were treated by Lufthansa airline.

I hope you will be able to resolve this case promptly.

Thank you,Desired Settlement: 1. My mother was deported from Germany. I want Lufthansa to contact Immigration Authority in Germany and request her deportation records to be removed

2. my mother needs to be reimbursed for her ticket purchase from Francfurt to Kiev (184 Euros) and meals (40 Euros).

3. I want my father to be reimbursed for the hotel stay and food in Vienna because he missed his flight due to the error with Lufthansa reservations (142 Euros) and meals (40 Euros)

4. My parents should be reimbursed for the inconvenience and terrible experience they had traveling on Lufthansa

Business

Response:

Dear [redacted],

Thank you for your patience while we researched your parents claim.

The situation you describe regarding your mothers expereince certainly sounds

frustrating and your disappointment is understandable. In accordance with

federal law, Lufthansa has on file with the United States Department of

Transportation its General Rules Tariff. Tariff Rule 45 requires that the

passenger comply with all laws, regulations, orders, demands or travel

requirements of countries to be flown from, into or over, and with all rules,

regulations and instructions of carrier. Furthermore, Tariff Rule 45 goes on to

state that the passenger must present all exit, entry and other documents

required by laws, regulations, orders, demands or requirements of the countries

concerned. Due to the frequently changing visa and passport regulations, our

staff at the airports do their best to keep apprised of these changes. While an

airline may advise a customer of such requirements there is no legal obligation

to do so. Lufthansa is not liable for loss or expense due to the passenger's

failure to comply with these provisions.

We regret the ticketing issues your parent’s experience. A review of their

reservations indicates there was problem during the reissue of your parent’s

tickets after the irregularity on their inbound flight from December *, 2013

within the Star Alliance. The Star Alliance is meant to offer a streamlined,

seamless product, which will make travel easier for and ultimately benefit the

customers. In addition, the members of the Star Alliance 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 reservations systems, which allows only a

partial integration of booking data. Efforts are currently underway to align the

reservations systems so as to offer our clients the benefit of a true joint

reservations concept. This will allow our staff as well as those at United

Airlines and our other Star Alliance partners to have access to each other’s

booking information to better facilitate the booking and check-in processes. May

we ask that you accept our sincere apologies for all related inconveniences your

parent’s experience. We will reimburse the hotel fee your father incurred in the

amount of $204 (EUR150) and will include an additional $40 for his meal expense.

You may expect to receive our check (on your father’s behalf) for $244.00 as

reimbursement for his hotel and meal expenses in the absence of the required

receipts in an effort to expedite his claim. Please allow three weeks for

processing and delivery. We appreciate your understanding, as transportation was

provided; consideration of a refund of their tickets is not possible.

When our service fails to meet our customer's expectations we feel it

important to acknowledge this and appeal for a degree of understanding;

therefore we are sending your parents each a EUR50 Duty Free voucher which they

may redeem on their next Lufthansa flight, which we are mailing to your

Fairview, Texas address.

We hope your parents will draw on their positive experiences and offer us the

opportunity to welcome them on board in the future in an effort to regain their

confidence. Thank you again for your patience and understanding.

Sincerely,

Review: Hello,

This is in regards to reservation code [redacted]. Lufthansa charged my credit card $248.97 more than they were supposed to. As the card holder, I did not authorize this payment and this is my formal complaint. I am also filing the same complaint directly with Lufthansa and the United States Department of Transportation.

My wife and I were scheduled to travel to India (from the US) late last year. Due to a medical emergency, we postponed our roundtrip ticket from November 2013 to May 2014. I had injured my back and needed surgery immediately. Lufthansa told me that it was their policy to waive the re-booking fee to change our tickets as this was a medical emergency.

After my surgery, I contacted Lufthansa to re-book the tickets. I was able to find a fare that was almost the same cost as my original ticket. However, the re-booking agent advised that I was unable to take advantage of that fare due to an issue with rate classes. I had to re-book in the same rate class (or above) as my original ticket. I was understandably upset as I was unable to get the ticket even though it was selling for the same price as my original ticket. The agent advised that I should change the rate class by paying $248.97 (TOTAL FOR 2 TICKETS) and re-book. I accepted reluctantly. However, I made sure that I ask the agent multiple times if it was $248.97 in total for both tickets. You will be able to confirm this by listening to the call or reading the account notes.

On 12/**/14, I noticed that my credit card was charged twice for $248.97. However, the amount had not posted to my account yet (it was pending). I called Lufthansa immediately about this. The agent I spoke with (do not recollect her name) mentioned that I will be charged $248.97 and re-confirmed that I will NOT be charged twice that amount. This information should also be available in the audio recordings and account notes. I requested the agent to notate the account with this information. She advised me to call back if the two transactions post to the account.

On 1/**/14, I checked my credit card statement and $248.97 was charged twice to my credit card on 12/**/13. I immediately called Lufthansa and spoke with an agent. The call quickly got escalated to a supervisor ([redacted] at location [redacted]). [redacted] advised that the $248.97 was per ticket. This was not as per my original conversation with the agent when I had called in to re-book. [redacted] suggested that I file a formal complaint through the Lufthansa website.

I would like the extra $248.97 deposited back in my account. Also, I would like Lufthansa to honor our agreement to re-book BOTH of our flight tickets for a total charge of $248.97.

Thanks,

[redacted] + ###-###-####Desired Settlement: I would like the extra $248.97 deposited back in my account. Also, I would like Lufthansa to honor our agreement to re-book BOTH of our flight tickets for a total charge of $248.97.

Business

Response:

I sent the below response to [redacted] after investigation on January **, 2014 who has also contacted the DOT.

Dear [redacted],

REF [redacted]

Thank you for

your correspondence which has been forwarded by the Department of

Transportation. 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 additional required collection

and regret any misunderstanding. According to the history of your ticket, you

had purchased a roundtrip ticket from Washington to Delhi on July **, 2013 for

your departure on November **. We understand that you had contacted our Call

Center and requested to change your flights due to medical reason and had faxed

the required documents to their office on November **. Due to these

circumstances, our staff had waived the rebooking penalty fee. Further history

confirms that our staff had rebooked your flight for May *, 2014 to Hyderabad

instead of Delhi as you had requested. However,

as per Lufthansa’s tariff filings, the fare type purchased was a

restricted ticket and incorporated fees which are applicable after ticket

issuance. According to the history of your

reservation, you had purchased a K economy fare for your departing flight and L

fare for the return which was not available for May * and therefore our

staff had to upgrade to the next higher available economy fare T and

K which required an additional charge for the fare difference with the new

routing which was quoted to you on December ** for USD248.97 per ticket. You

had agreed to the flights and charges and our staff rebooked your flights

accordingly. In addition, our staff had also informed you that there would be a

refund of the unused taxes which was USD69.30 per ticket and this refund has

already been processed and should appear on your next credit card bank

statement.

We understand

that you had contacted our Call Center once again on January ** and had spoken

to the supervisor who had verified with her staff that you were clearly advised

that the charge would be USD248.97 per passenger as well as the refund of the

taxes. Please understand that we also incur additional costs associated with

special and restricted fares when there are any cancellations or changes, and

therefore, regret the charge that was correctly collected

remains non-refundable.

[redacted] we value your patronage and realize our

response may not be the one anticipated. We look forward to welcoming you and

your wife on board your upcoming flight on May *. 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:

Review: I and my wife traveled from New Delhi to Boston on April [redacted], 2013 and planned to return on October [redacted], 2013. During this visit, unfortunately my wife has developed health complications and we have been unable to fly back to India our scheduled date. We have informed the Lufthansa Office about our situations from time to time. We were notified very clearly that there will be consideration by Lufthansa as long as it is substantiated with a doctors note. We have been watching her health closely and were hoping that we will be able to fly back within the one year validity period of the original tickets. She was recently taken to the emergency for heart complications and her cardiologist has strictly advised against traveling for another 2-3 months (attached doctor's note. We have provided this note to Lufthansa airlines customer service. Based on our conversation with the representatives and their supervisors, we have been notified that this case would be strongly considered to extend the ticket after medical review. They further asked for the letter notifying an exact fit-to-travel date. We went back to the doctor to request for the date. The doctor in the new note has advised her to travel after July [redacted], 2014. I called the Lufthansa Office on ** March, 2014 after meeting all the requirements and I was told that tentatively we are booked for ** and ** July and the case has been sent to the Medical Office for their comments. I called the office on April [redacted], 2014 and was informed that we will have to buy the new ticket since it is over one year. If the tickets could not be extended beyond one year then why I was kept in dark and was informed a week before that we will have to avail this ticket before * April otherwise it would be cancelled. It would have been better for the Medical Department to confirm the patients health and then decide the extension. I tried to contact the higher officials of the Lufthansa Airline but everyone ignored us and kept stressing the one year validity.Desired Settlement: The Lufthansa German Airline should honor our return tickets to India and save us from the financial hardship to retired person. During this period I have been put to mental agony for which the airline should compensate me. Moreover the one way tickets are more than double the price of economy fare.

Business

Response:

Dear [redacted]:

As mentioned previously, your tickets were purchased using a restricted fare which allowed changes against a fee and which could be extended to a maximum of one year. When requesting an extension beyond one year, our colleagues advised they would check with the Medical Desk if this is possible; however, the caller was clearly informed that there were no guarantees. This was conveyed to the caller on November **, 2013 and March **, 2014. On April *, 2014, the caller was informed that an extension was not possible. Per government regulations, extensions are warranted for a maximum of three months when a passenger is denied boarding due to a communicable disease. In the absence of a communicable disease, extensions beyond one year are not possible.

As a goodwill gesture, we offered a 20% discount for use when purchasing a new ticket and our office offered to refund any applicable unused airport taxes.

[redacted], we wish your wife a speedy and full recovery and thank you, once gain, for your understanding of our position in this matter.

Sincerely,

Consumer

Response:

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

[Your Answer Here]Dear [redacted]:

I have been contacting the customer care ever since my wife got medical issues in August, 2013. In my all communications none of the associates informed me about the extension on medical grounds subject to the approval of Medical Department. It was first time on ** march, 2014 when the approval of the medical department was brought to my notice. My question in all my communications with customer relations had been that the rules are not framed by the medical department. If it is a rule that the discounted air ticket can not be extended beyond one year then why I was doing all this to get the tickets extended. As per Government directives for extending the ticket based on communicable diseases, my wife got the infection of SHINGLES VIRUS on ** March, 2014 that is also communicable disease. But I had never elaborated the medical issues to the airline at any moment. It is because of the miscommunications between me and the customer care associates and caused so much of frustration. My another question is that if a passenger has been suffering from [redacted], how his/her air travel is safe. I also wonder that my verdict of all discussion with customer care associates has been completely ignored by the one of the reputed airline.

I appreciate the goodwill gesture of the airline to offer me 20% discount on my next purchase, however the price of one way fare is more than double of the round trip ticket ($ 3500 & $ 1600) as well as refund of taxes on the unused portion of my ticket.

I am thankful to the airline for their good wished for speedy and ful recovery of my wife.

Sincerely,

?

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Sincerely,

Consumer

Response:

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

Sincerely,

Review: I had booked flight ticket from Pune to Washington DC with this Airline for $1605, Airline Confimration Id [redacted]. On [redacted] July before start of my Journey from Pune, the Airline staff told me that the flight is delayed by 3 hours. As next connecting flight from Frankfurt was within very short time I brought it to the notice of Airline staff and asked them to put me on next day's flight but they said not to worry even if you miss your connecting flight from Frankfurt we will put you on next flight so that you will reach on same day.

Once I reached Frankfurt, the Airline staff's tone was totally different, they had already booked me on next day's flight. They were not ready to listen anything. I have never seen such irresponsible customer service. My arrival at washington DC was delayed by 24 Hours. I had to spend entire 24 hours at Frankfurt airport. Also I could not go to work on [redacted] July and lost pay for that day.Desired Settlement: Due to this horrible service, I spent 24 hours litterally like Homeless person, Airline should refund me $ 2000 (Airfare $1605 Plus my one day salary $400 - lost due to absence on [redacted] July).

Consumer

Response:

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

Sincerely,

Review: On Sept. **, 2013 I was in the process of making an online reservation, Boston to Naples, Italy, unfortunately my computer froze and I was not able to complete the reservation. On Oct. *, 2013 I made the same reservation and was forced to pay $235.00 more. On Oct. *, at 9:46 am I called customer service to explain my situation. The cs agent told me there were no such rates offered the day before! It did not matter what I asked her she denied every answer. I realize that airfares change continuously, but to deny that such rate did not even less than 24 hr. prior to my phone call is outrageous! She was not helpful at all, nor did she make an attempt to resolve my problem.Desired Settlement: A voucher, a refund for the additional money requested.

Business

Response:

Dear [redacted],

Thank you for your correspondence. 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 your original fare quote was not available, due to your computer malfunction, when you purchased tickets for yourself. Kindly be advised that fares are subject to change until ticketed.

We appreciate your understanding that seat allocation per fare type is limited, based on booking forecasts and passenger demand; seat inventory and fares are therefore in a constant state of flux. While Economy Class had space available, the specific fare type previously requested was not available. In the event flights are unavailable for booking on line, Lufthansa Call Centers are available. A fee is charged for ticketing services.

[redacted] we appreciate your taking the time to write and we realize our reply may not be the one anticipated. While we are unable to comply with your request for reimbursement, we trust you will come to an understanding of our stance. It is our hope you will draw on your positive experiences and this will not deter you from choosing Lufthansa in the future. Thank you for your patience and understanding.

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:

[Your Answer Here]

If they can't accept my complaint I will not accept their response, especially when the very next day I called their customer service and was told there was no such fare the day before! Certainly I am not the liar!!!!

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Sincerely,

Review: I had booked my ticket number [redacted] on December [redacted] 2013 7 days prior to my departure of December **. 2013. USDOT requires all airlines to allow 24 hour cancellation period. I cancelled my tickets on [redacted] dec. 2013. My credit Card was charged by Lufthansa.com. They tell me to get refund from Travel Agent [redacted]. Makemy trip tells me Lufthansa is not refunding them so They can not refund me.Desired Settlement: I need to be refunded my $1620.00. Thanks.

Business

Response:

Thsi ticket was purchased thru a travel agency, not Lufthansa directly. All refunds of a wholly unused ticket must be processed through the travel agent who made the booking and collected the funds.

It is Lufthansa's policy to refund a ticket if it is cancelled within 24 hours. Since MakeMyTrip is refusing to refund the ticket claiming that it is non-refundable even though it was cancelled within 24 hours, we have contacted them directly to authorize a refund of the monies collected by Lufthansa.

I trust [redacted] will receive his refund shortly.

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 I hope matter will be resolved soon by [redacted].

Sincerely,

Review: [redacted]###-###-####Lufthansa AirlineOriginal Flight Date: March **, 2015Original Flight Number: [redacted]Trip Origin: [redacted]Trip Destination: [redacted]3/**/15HORRENDOUS LUFTHANSA EXPERIENCEI booked a ticket, Thursday March **, 2015 to fly to [redacted] from [redacted] leaving Saturday March **, 2015 at 5:15 p.m. and returning April [redacted], 2015 at 2 pm. My mother was also on the same flight, but returning from [redacted] a week later. We were on our way to a funeral beginning Monday March [redacted], 2015, for my grand-father, also my mothers father. When I arrived at the Lufthansa counter to check-in, knowing that we had ample time to check in and board the flight, I encountered a Lufthansa desk agent named [redacted]. I told [redacted] that we would like to check-in for the flight. The first words spoken by him were The flight is overbooked. Weve closed the gates. You can no longer board the flight. We were flabbergasted because we had over an hour left to board. And weve never heard of an airline, even an international airline closing the gates over an hour early. [redacted] then gave us a ###-###-#### phone number, for their Lufthansa reservation line to call and re-book. He was extremely rude to us and didnt bother to check the system to see if there were any other flights we could board or book. He just walked away and then returned to the agent office behind the Lufthansa desk. He didnt even care about our situation or the fact that we were trying to make a funeral and that it was the airlines fault that they over-booked the flight. We were hoping to get on the next flight, if one left that day preferably or even the next day, if there was one going out. Or for them to even arrange a flight for us on another airline if possible, which they have the capability to do, because they take customers from other airlines on their flights often to make additional money. [redacted] stated, to my mother, that in order for them to remove someone from the flight, so that we could board, that we would have to provide a death certificate which was silly because the death occurred in another country and some foreign countries dont supply that kind of thing. We also had not visited the country since he had passed.My sister and I both called the reservation lines on our cell phones while at the airport, so that we could resolve the ticketing and flight issue before we left. I spoke to two representatives on both cell phones that both stated the exact same thing regarding my mothers and I reservations. The first representative I talked to, at the Lufthansa reservation call center, was [redacted]. This was immediately after we were turned away from boarding or checking in prior to 4:10 pm. Again, we arrived at the airport prior to this time and also arrived at the Lufthansa front-desk prior to this time as well. I explained the situation to Lufthansa representative, [redacted], in detail regarding how we arrived early and were turned away from the flight because Lufthansa front-desk agent, [redacted], blatantly told us that they over-booked the flight, which basically meant that there was no room for us on the flight and resultantly they went ahead and closed the gates early. [redacted] responded by saying that their system classified us as a no call, no show, so consequently we would have to pay a $300.00 re-booking fee, to get on the next flight leaving the next day at the same time of 5:15 pm. I told him that it was a lie. We were at the gate to check in, but they refused to check us in because again, [redacted], told us that they had over booked the flight, so we were not a no call, no show. They refused to check us in or put us on another flight. [redacted] then explained to me, that I would have to talk to an agent at the front desk or a supervisor at the Lufthansa customer service counter to resolve the issue and do the re- booking. He said that if the supervisor removed the no call, no show from their system nDesired Settlement: Refund

I would like Lufthansa to correct this issue by reimbursing me for this $600.08 fee due them overbooking the flight (with [redacted] customers) and lacking morals and customer service and lying excessively, and for them to provide me with additional compensation for the inconvenience they caused. I would also like Lufthansa to reimburse my ticket change for my connecting flight between [redacted] and [redacted], [redacted] that I missed due to their greediness. That ticke

Business

Response:

Dear [redacted], REF [redacted]Thank you for your correspondence and for choosing Lufthansa for your travel plans. We offer our sincere condolences for the recent loss of your grandfather and are honored that you trusted Lufthansa during your time of need.We are sorry to hear that you were unable to travel as planned for the Lufthansa flight [redacted] on March ** from [redacted] to [redacted] since you had arrived late at the check-in counter and your flight had already been finalized. We can only imagine your frustration. For an international flight, our published check in deadline in [redacted] is 60 minutes and according to our staff, you had not arrived within the allotted time in order to process the baggage plus verify the necessary travel documents. Therefore, you and your mother had missed the flight. 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 to their final destination at the earliest opportunity by contacting our Call Center. We understand that our staff had provided you with our toll-free phone number since Lufthansa does have a ticket counter in [redacted] who handles ticket sales or changes to a reservation. According to the history of your reservation, our staff had rebooked you for the following day with Lufthansa flight [redacted] from [redacted] to [redacted] with a connecting flight [redacted] to [redacted]. As per Lufthansa’s tariff filings, the restricted fare type purchased incorporated fees which is applicable after ticket issuance. Whenever the data on a ticket is amended by the customer; a change fee may apply or a new ticket may be necessary to be purchased. Therefore, the additional collection for the rebooking fee USD300 plus reinstatement fee USD300 was correctly collected. Please understand that we also incur additional costs associated with special and restricted fares when there are any cancellations or changes. We would also like to inform you that according to our flight records, the Lufthansa flight [redacted] on March ** had not been oversold and that the aircraft had left with two open available seats in the economy class compartment. We regret that since you had missed your original booked flight, you had also missed your connecting flight with [redacted] from [redacted] to [redacted]. As you had purchased two separate tickets, one through Lufthansa and a separate one through [redacted], each ticket had a separate binding contract and therefore the rules of the ticketed fare must be followed for each carrier; although we were sorry to hear that you had to also pay a rebooking change fee to [redacted]. [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 and your mother on board a future Lufthansa flight once again.Sincerely,[redacted]Customer Feedback North America Lufthansa GroupLufthansa German Airlines[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 refuse to acknowledge any of their fraudulent behavior and take responsibility for any of their actions. This representative claims that the flight was not overbooked, yet two of Lufthansa's employees working at the airport the day of my original flight, [redacted] and [redacted], told me that the flight was overbooked and our seats were given away to [redacted] passengers. These passengers obviously paid inflated prices to board the flight at our expense. They also fraudulently quoted me three different prices on three different occasions regarding the pricing for ticket adjustments although 2 reservation representatives said they would initially waive the change fee if we spoke to the Lufthansa supervisor there at the airport or a Lufthansa front-desk agent and they adjusted the "no show" notation, because we were in fact there for the flight over an hour early. I provided proof of the alterations made by the supervisor, that day, [redacted], regarding the removal of the fraudulent "no show" notation, so that the Lufthansa reservation representatives would waive the fee as they stated, and they refused to honor it because they claimed they didn't see the supervisor's alterations in their system although I had printed documentation from the Supervisor I offered to fax them regarding the adjustment and [redacted] even spoke to one of the reservation representatives on the phone directly and explained she had made the adjustment. We were treated disgustingly by everyone working for Lufthansa and they still refuse to acknowledge that. Instead they choose to deflect blame as to avoid taking any responsibility for their actions because they don't want to incriminate themselves. When asked why I was quoted 3 different prices, starting at a lower price and increasing drastically on 3 different occasions over a duration of 2 hours, no Lufthansa representative responded to that question, because they know that they are implementing fraudulent practices. I was originally quoted $300 from the first 2 representatives I spoke to, who also said they would waive the fee if I spoke to a Lufthansa airport representative and then the price fluctuated from there when calling back to speak to other reservation representatives. Yet, the person that responded to this complaint refuses to acknowledge or explain why I may have been mislead and quoted various different prices by Lufthansa. She only explains the final fraudulent pricing I paid because I had no choice and had to make the next flight to a family funeral that they caused me to miss the day before by giving my seat away to [redacted] passengers. Again, she is deflecting from answering any questions or resolving any real issues. She is lying as well and providing conflicting information, which is also what I experienced the day of my original flight, that did not allow me to board because again they gave my seat away to [redacted] passengers paying a fluctuated price, so they could make money although I was a paying Lufthansa consumer that booked my ticket in advance. [redacted] and every Lufthansa representative I spoke to that day all lied and sent me around in circles FOR HOURS by providing conflicting, fraudulent, indifferent information. This representative is also lying and providing conflicting information that doesn't correlate to what I was told by other Lufthansa representatives regarding pricing, and ove- bookings and everything in her response. Lufthansa refuses to address any real issues with customers, instead they like to talk in circles to protect their business at the expense of customers. There are many complaints and some similar to mine, regarding Lufthansa German Airlines on the internet. They are not customer centered or friendly, but rather income driven and are willing to make money by an greedy, fraudulent means possible. I am still looking for a refund of $600.08 If Lufthansa checks their phone records, which they are unwilling to do, because they don't want to accept responsibility for their fraudulent behavior, they will be able to access full conversations with their representatives regarding this issue and promises made that day regarding waiving the re-booking fee if I spoke to a Lufthansa supervisor or front-desk agent at the airport and they adjusted the fraudulent "no show" notation and it was adjusted or removed, which I did and have printed evidence of. Again I would like my $600.08 and I can provide the evidence of the "adjustment" made by Lufthansa Supervisor, [redacted] if this representative would like it. I would also like to point out the Lufthansa supervisor [redacted] is a compulsive liar and lied to my mother and I about numerous things while at the airport.

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Sincerely,

Business

Response:

Dear [redacted], Thank you for your continued correspondence. We are sorry to have disappointed you with our response. As indicated previously, the manager on duty in [redacted] was contacted upon receiving your correspondence and verified that you did indeed arrived late.We have reviewed your case in detail and conclude that no new information warrants a change in our decision and further considerations will not bring forth the positive response you are seeking. As indicated previously, the flight had not been oversold and departed with 2 open economy class seats. Please be assured that it is never pleasant to deny a customer's request; however we must operate within certain guidelines to ensure everyone is treated equitably in applying the rules of the ticketed fare.We regret that we were not able to meet your expectations in this particular case; however it is our hope that you will consider Lufthansa once again for your future travel plans.Sincerely,[redacted]Customer Feedback North AmericaLufthansa German Airlines

Consumer

Response:

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

[Your Answer Here]

They still refuse to acknowledge their wrong-doings and fraudulent behavior. They still continue to lie and provide conflicting information regarding what occurred that day of my original flight and refuse to honor any offers or statements made by their representatives that are also liars. They also refuse to acknowledge or review provided evidence. I have offered evidence several times and none of their representatives have acknowledged that because the company is again FRAUDULENT. I don't believe that they will alter their decision or change their fraudulent behavior unless a lawsuit is filed against the company by consumers. I will not fly Lufthansa again, so I don't know why the responding representative continues to repeat the same robotic statement. The company is very corrupt and I will definitely let that be known to the general public and other consumer protection companies. Again, my seats were given away to [redacted] passengers that paid inflated prices to fly and the airline was "overbooked" that day, as stated by Lufthansa Airline employees at the [redacted] airport, [redacted] and [redacted] and they violated their own policy, by closing the gate over an hour early the day of departure. I stand by what I have said. The company is fraudulent and they are all liars.

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

Sincerely,

Review: I booked a flight via Miles & More with reservation code [redacted] to [redacted] (Greece) round trip. I called them on September 15 and asked them to change my return date from September 16 to November 4th. They changed the date and they sent me a confirmation e-mail.

A few days later, I checked my e-mails and I found an e-mail from them, which they had sent on September 18, 3 days after the rebooking. They were asking me to contact them. I was finally able to get hold of them today, because the number they had given me was a 1-800 American number and I am in Greece on vacation right now. I was only able to call this number, as soon as I got full internet access and I was able to use my skype subscription, which allows me to call the US. They told me that that they canceled my November 4th flight, because the person who did the rebooking made a mistake and the return date shouldn't have been made later than October 9th or 10th, because I had booked this ticket a year ago on October 9th or 10th ( I can't remember which date they said).

I have made reservations for travel to both Santorini and Crete on dates after October the 9th. This is beyond unacceptable. I have been a Lufthansa customer 10 years now, making approximately 2-3 intercontinental round trips every year since 2004. Needless to say, that if this does not get handled, I will never fly with Lufthansa again.Desired Settlement: I want to keep the November 4th [redacted] to [redacted] trip that they rebooked for me and for which I received a confirmation e-mail.

Review: I have purchased a flight ticket to India for my wife (Name will be provided on request) with the reservation code [redacted] for a round trip to India between Feb(10/24)-2013. We were shocked to learn at the airport in India(on our return trip), that Lufthansa had cancelled my wife’s ticket on Feb 15th. Called the customer service, and they told me that Lufthansa's fraud department cancelled my ticket because I have used a fraudulent credit card. They wont listen to my argument that I have used valid credit card only. they cancelled our ticket with out even sending us a note or a clue.

We were stranded in a forign country without a return ticket on the day of our travel. we were forced to painstakingly borrow approximately $1500.00 in a forign country, and pay for the one-way return ticket back to USA.

Till date, the original charge of USD1561.93 is still on my credit card, and Lufthansa doesnt refund that amount. I have ended up paying $1500 extra, that I have been battling to recoup, but all my requests are going nowhere, as there is no direct(2-way) communicator with Lufthansa.

I have tried to contact Lufthansa in various ways(phone, fax, and a certified letter), but I have not received any response back.Desired Settlement: I need Lufthansa to refund the full amount I have paid for the service(or the full amount I have paid on my return flight) and the emotional and financial damages incurred to me during my attempts over the last 2 months to get the money fraudulently collected by Lufthansa.

Consumer

Response:

Hi [redacted], thanks for reviewing my complaint. I will not seek punitive dammages. my stand is to get the refund of the amount that was fradulantly collected/kept by Lufthansa airlines. I am ok to amend my complaint. please let me know if you need me to do anything to the complaint at this point.

Thanks

Business

Response:

From: EA/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA

Sent: Friday, July 12, 2013 5:06 PM

To: '[redacted]'

Subject: FB[redacted]/bf Revdex.com [redacted]

Review: On my flight LH 9281 from Washington DC to Munich on June 26, 2013 (booking code [redacted]), my confirmed seat 38K was not honored. I was moved to seat 43F.

The entertainment was broken and the staff was not able to fix. Because the flight was oversold I was not able to be re-seated to another seat with working entertainment. Not only I was unable to use entertainment but also it was impossible to turn off the screen, and so I was not able to sleep either because of the bright light coming from the monitor.

Also the flight was delayed and I missed my connection to Wroclaw.

On my way back to Washington I requested to be upgraded to the business class to compensate for the issues on the previous flight, but the staff at the airport was not able to help.

The flight to Austin LH [redacted] on July 09, 2013, TX on my way back was also delayed because of the technical issues at Washington DC.

I contacted customer service to get the refund for services not provided (broken entertainment) but did not get.Desired Settlement: At least partial Refund.

Not interested in coupons for future trips.

Business

Response:

Dear **. [redacted]:

Review: On the past Saturday June 29th I booked a flight with the reservation number [redacted] the one I paid in cash from my checking account for the amount of $2082.74USD on Sunday June 30th of 2013 and the following ticket number was given to me [redacted]. A few minutes after I did the payment I noticed that my last name was spelled incorrectly on the e-ticket and called costumer services of Lufthansa to make the corresponding change of the last name on the ticket. The representative told me that changes could not be made when reservations were made on-line, so the representative recommended me to cancel the ticket and book a new flight since cancellations can be made with no charges or additional fees in the next 24 hours which I did while I was still talking with the representative. I cancelled my previous reservation 15 minutes after I paid for it and then I booked a new one right at that instant using the secure fare system which allows you to hold the reservation for 48 hours with the following code [redacted]. Then I noticed that $2082.74 USD were withdrew from checking account on Wednesday July 3rd of 2013 corresponding to the travel reservation [redacted] which a previously cancelled on Sunday June 30th. I called back Lufthansa's reservation costumer services and the representative in a rude manner told me that refunds for cancellation would take 8 weeks and that they were not able to do anything since I misspelled my last name in the first place when I was doing my reservation. At the present time the money was withdrew from checking account, I couldn't make valid the later reservation with number [redacted] and they also charged my account for the amount of $39USD for not paying the total of the second airfare reservation. Right now I don't have neither the money or the ticket to travel.Desired Settlement: I am asking for the following:

1.- A complete and immediate (Not in eight weeks) refund for the amount of $2082.74USD that Lufthansa German Airlines withdrew from my checking account after I cancelled the purchase of the airfare on Sunday June 30th 2013.

2.- A complete refund of the $39 USD dollars they charged to my checking account for not paying the whole amount of the second reservations since the money was withdrew them and I had insufficient funds to make the corresponding payment

3.- A written apology for the rude and unmannered treatment they gave as a costumer.

Review: Me, [redacted], and my family were flying back from our vacation, with Lufthansa, on Wednesday August 6th from Bucharest to Chicago with 1 stop in Munich. From Bucharest to Munich the baby slept and played the whole time, even in Munich where we waited 8 hours he was playing and sleeping, just as he is always. After 1 hour and a half after we took off from Munich, my 14 months old baby, [redacted] had a Breath Holding Episode followed by fainting, on the plane. It was longer that he ever had so the doctors on board (2 at number) first thought he chocked and they gave him CPR. After about 5 minutes he woke up and one of the doctors and a nurse took his oxygen levels and listened to his heart beet and said he is not good without the oxygen mask on, but even that doctor said the equipment on board is “one time use” and is so hard to determine if the baby is ok or not. So influenced by the doctor's diagnostics the pilot took the decision to divert the plane and land by emergency in [redacted] UK. The doctor scared me saying he might have epilepsy, pneumonia or even a whole in the heart. At this point, after 10 minutes, he was in my arms, crying.

After a night under supervision spend at the [redacted] Hospital (University Hospital of South [redacted]), Children Section, the doctors give us the diagnostic : Breath Holding Episode, with no treatment at all because it is something normal that can happen to children and babies, and it will not harm them.

Meanwhile Lufthansa said they will get us home as soon as they can, after the second night spent in a horrible, full with mold, B&B recommended by the reverend from [redacted]'s Airport, but paid by us, Lufthansa said they need more paperwork from the hospital saying the baby is safe to travel and that they reserved seats for us to get home,in Chicago, for Saturday. After the hospital provided the paperwork Lufthansa needed, the third day, they asked for a pediatric-neurologist doctor to have him checked, a kind of doctor that not even the Hospital had on staff. My husband then was called by a doctor from Lufthansa, from Germany, person that did not asked for the pediatric-neurologist any more, but for us to get a doctor on board to travel with us. At this point we were so tired of all the lies and the run-around Lufthansa has gave us that we decided to ask our family in the USA to buy us tickets to get out of [redacted].

I am writing because we were abandoned by Lufthansa in [redacted], with no place to go, no one that we knew, no money and with a one year old baby that needs to eat, sleep and be changed by all needs. More than that Lufthansa never contact us to ask how we are dealing with this situation and how we are, even if they had the contact number form the reverend. I am deeply angered with the company’s service procedures. I never thought such a large company would treat their customers with such lack of respect and so inhuman.Desired Settlement: Considering all the trouble, stress and money this experience with Lufthansa has caused me and my family, I demand compensation for all the expenses we encountered while in [redacted] UK and for the tickets that we had to pay to came back home in Chicago, where Lufthansa supposed to bring us. All those expenses come up to $3600. I already sent Luftansa Customer Service a very similar mail on August 23rd stating that I would also like this problem to be solved in a week at most, otherwise I feel constrained to take legal action upon this matter. But the only response I got is a automatic mail with my case ID [redacted], and nothing else.

Business

Response:

Dear

Revdex.com,

Review: Myself and my partner flew Lufthansa March 23 from Denver to Frankfurt. The problems began when our flight was delayed over 5 hours! The counter clerks were very rude and less than helpful at giving us any information regarding connecting flights. We had to wait until we arrived in Frankfurt to figure out how to get to Munich and due to the delay and lack of assistance we missed out seeing some important people to us in Munich. It also cost us a complete day of plans we had for Germany. A few days later we flew to Prague, unable to check any baggage due to a striking ground team. Halfway into our trip to Germany we found out the pilots were going on strike and our flight home was cancelled. We had to spend the better part of a day trying to figure out what to do. Train ride to airport, standing in line for over an hour and then negotiating with the counter clerk over getting on a flight leaving our scheduled day. We were lucky that after about 45 minutes we were able to be booked on another flight, leaving earlier than anticipated, the gentleman next to us was refused service until the DAY OF HIS FLIGHT. We lost another day or more of our vacation dealing with this final issue.Desired Settlement: I would love Lufthansa to uphold their stellar reputation and refund myself and my partner's flight cost. We lost two days of vacation time, this is for two people who do not get to travel very often and visit family in Europe.

Business

Response:

We have contacted [redacted] directly regarding her journey and have responded to her inquiries.Sincerely,[redacted]

Customer

Feedback North America

Lufthansa

Group

Lufthansa

German Airlines

Austrian Airlines

Lufthansa German Airlines

Customer Feedback North America

1640 Hempstead Turnpike

East Meadow, NY 11554

USA

Tel.: ###-###-####

Fax: ###-###-####

e-mail: [redacted]

lufthansa.com

austrian.com

Members of Star Alliance

Review: Lufthansa German Airlines Customer Relations [redacted]

BY FAX AND FIRST CLASS MAIL

RE: [redacted] Reservation #[redacted] Reservation #[redacted] Sir/Madam:

I am writing to express my extreme disappointment in the treatment that my wife and I received from your airline this past weekend.

I am writing to request a refund of all money paid by us to Lufthansa(through [redacted]) for the above flights and the above reservations. The ticket was purchased through [redacted], but Lufthansa was paid by [redacted] for its portion of our itineraries and as such we are asking for a direct refund from Lufthansa.

We were scheduled to fly from [redacted] to [redacted] by way of [redacted] on 22 February 2013. Our flight left [redacted] a few minutes late. Our inflight entertainment did not work for any part of the flight, and our overhead lights did not work at all, so we could neither read nor watch any entertainment. The flight attendants tried to help, with no luck. So it was a dark journey.

That was just the beginning of our problems. Weeks before purchasing the ticket, I had concerns about the connections so I called the Lufthansa customer service line, and asked if we had enough time for connections in [redacted]; I was assured that we only needed 45 minutes, so the 65 minutes scheduled was more than enough. I would not have purchased the ticket but for these assurances.

The flight-[redacted]-arrived in Germany about 5 minutes early-and LH knew when we landed and where we were. We then sat on the tarmac for 15 minutes, taxied for several more,and then were deplaned on a corner of the airport and had to take buses into the airport. At that point, we had to go through securty twice, once including one additonal bag x-ray, and then run the length of the airport. Your corporation knew we would need to go through both the additional travel-buses,etc-and the extra security. Even with all this, we got to the departure gate at 9:46 am(I am certain of the time, as it was reflected both on my phone and watch and the airport clock). The plane to [redacted]) was gone; it wasn't at the gate, or had just closed; it was nowhere to be seen, which reflects a departure from the gate at least 10 minutes before we got to the gate. At that point, the LH gate attendant blandly told us to go to customer service.

We went to customer service, which was no help at all. After one hour of face-to-face discussions, we were told that the best LH could do was get us to [redacted] at 9pm that evening, even though the LH staff knew we had a connecting flight in [redacted] to [redacted] that afternoon. The LH staff refused to fly us to [redacted].

Lufthansa knew we were traveling over 5000 miles to [redacted] from [redacted] and then traveling to [redacted] on LH. LH also knew that our connecting flight was the only non-stop, and also knew that we had a connecting flight in [redacted] to [redacted](this was added to our flight record in [redacted] and our bags were checked through to [redacted] by LH). Why couldn't LH hold our flight from FRA to [redacted] for literally 5 minutes? I cannot understand this. LH not only failed to fullfill their obligations, but it was also unkind. The plane was long gone by the time we got there; LH knew that we were coming a huge distance and couldn't hold the flight for 5 minutes?

Of particular significance is that not only did the flight leave early, our bags weren't on the plane. This reflects that there was not enough time to make the connection to [redacted], and LH knew this. If there had been enough time to make the flight-and our plane landed in FRA a bit early-our bags should have been on the FRA-MAL flight; they weren't.

We lost a non-refundable ticket on [redacted], a non-refundable hotel in [redacted], and a pre-paid rental car. I am not asking for a refund for these costs(well over $1,000USD).

However, it was clear from the very start that there was no chance of us making the connection to [redacted]; we never should have been booked. But that said, we appeared at the departure gate one minute late. Couldn't LH have had the basic kindness to hold the plane for two travelers coming a huge distance-over 5,000 miles? LH should have never taken the booking; it was clear there was no way to make this connection work.

After several hours of anguish in the [redacted] airport, and the refusal of LH staff to assist us, my wife and I decided to come home to [redacted]. That was an expensive trip, but we lost all reservations because your airline couldn't hold a flight for 5 minutes.

Please send the refund the total cost of the above tickets reflected by record locator numbers [redacted] and [redacted] to us at the address below, or put the credit on our credit card. Please contact me with any questions.

Very Truly Yours,

[redacted]Desired Settlement: Above letter sent to Lufthansa, which I am sure they will ignore. I realize that there isn't much you can do, but we were treated very badly by Lufthansa; they never should have taken the reservation.

Feel free to contact me.

Complaint involves both [redacted]

Business

Response:

[redacted] and [redacted] were onboard Lufthansa from [redacted] to [redacted] via [redacted] had a revenue ticket. [redacted] had an award ticket issued with mileage. They had complaints of no inflight entertainment on the first flight.

The flight was also delayed on arrival to [redacted] by 21 minutes and the flight to [redacted] which would arrive at 12:10 PM had already departed.

They were provided alternate accommodations on a later flight [redacted] to [redacted] via [redacted] which would arrive at 7:55 PM.

They requested that we change the tickets to deliver them to [redacted]. This was not possible as: 1. Award tickets are non-reroutable and 2. the revenue ticket was issued by UA, requiring recalculation by them as the ticket issuing carrier. We, of course, are not able to hold a flight back for arriving passengers.

[redacted] and [redacted] were not pleased with our rebooking and purchased new tickets to return to [redacted] instead of going on to [redacted].

Mileage Plus has agreed to refund the upgrade mileage, the upgrade fee and 50000 miles; the return portion of the award ticket.

We have forwarded the revenue ticket to UA Refund department for hanlding.

My response below:

Dear [redacted] and [redacted],

Review: Re: booking codes [redacted]

We went to IAH yesterday for our flight [redacted]. It was initially delayed 2 hours due to weather and after 1 1/2 hours the flight was cancelled with no explanation why.

We were told to go to the counter for rebooking. We are in line for 1 1/2 hours with 400 people which was so chaotic and then one of the supervisors told us that they won't be able to attend to 400+ people with just 10 Lufthansa agents. They distribute a piece of paper with the [redacted] number to do the rebooking over the phone instead of waiting in line. They guaranteed there are 2 flights today. If we made arrangements on the hotel and transport we have to fall in line.

We decided to go home and I was on the phone waiting for a respond starting when were on the airport up to our house which was 1 hour travel.

I called again around 9:00 pm and still I was put on hold. After 30 minutes , I decided to log in at lufthansa on my account and made changes on the itinerary. We changed the returned flight from Tel aviv- IAH to May 4, 2014 from May 6, 2014. Because of the flight cancellation, arrangements/schedules were disrupted. I have a print out of both transactions. There was noted no charge on rebooking online for 2 flights. But the total cost initially shown 1436.00$ and a refund of 464.74$. Then while I was editing the seats the total costs became 1694.60$ with a refund of 464.74$. I made the changes on the first booking [redacted] then on my husband [redacted]. I was getting confused with the charges then I called [redacted]. I asked the male agent what are the charges? DId they charge my credit card again? What is the refund? He said he does not know and he has to send me receipt on the email. He also said I was charged 300$ for the changes on the return flight for both booking. I told him why will I charged when you cancelled the flight that trigger changes in our itinerary. My husband was able to get hold of an agent on the 1888 number the supervisor on the airport gave us. I told her what happened and she said since we made changes online , she can't do anything with the charges. I said what do you want me to do when I was calling the 1888 number and was put on hold for 2 hours. She said she can make changes only on my mother's flight ( [redacted]). She said she has to travel alone and she will ticket the IAH to tel aviv flight and worry about the May 4, 2014 returned later. I explained to her my mother is 81 years old and she cant travel alone. She said she cant do anything.

I cancelled the other 2 bookings online and tried to cancel my mother's booking but I cant since it stated we have different last name. So I called the 1800 number and explained again to the lady what happened. She said we all will get our refunds with no charges since it was an involuntary change. I clarified again if the 2 online cancellation I did , I will get refund of the whole amount. She said she is not sure.

This is my first time to book with Lufthansa and what an experience. I don't understand why we will be charge of 300$ each on the changes we made on the flight itinerary. What about your cancellation of the flight, can we also charged your office or get reimbursed for the chaos/stress you brought because of the cancellation that triggered changes in our itinerary? One agent even told me go ahead and file a complaint.

[redacted] or get reDesired Settlement: I expect to get the whole refund of three flights/booking we purchased. It is unethical to get charged for the flight changes that we made due to their cancellation of the flight and not get a whole refund.

Business

Response:

Dear **. [redacted],

Thank you

for your correspondence and for choosing Lufthansa for your travel needs. We are sorry for the inconvenience you

experienced when the Lufthansa flight [redacted] on April14 to Frankfurt which first

had been delayed and then later had cancelled until the following day since the

inbound flight to Houston had diverted unexpectedly to Dallas due to the local

weather conditions. We can only imagine your frustration. It is our aim to provide

a worry-free travel experience for all passengers and like you, we are

disappointed when this goal is not achieved.

Because your time is valuable, Lufthansa continuously strives

to maintain the superior operational performance you deserve. Although every

effort is made to maintain flight schedules as published, we are occasionally

subject to flight irregularities and we sincerely regret the consequent

problems to our customers. Despite our best efforts, many factors beyond our

control may impact flight operations and while we can certainly understand your

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

the safety of our passengers and crew first and foremost.

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 are rebooked to

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

seats. We were sorry to hear that there were very long lines at our service

counter in order to obtain information for the rebooking of your flight to your

final destination of Tel Aviv. We understand that our staff had also offered

you the option of contacting our Call Center and which you had tried to do so

upon your return home; however due to the heavy amount of calls during this

time, you were unable to get through. We can certainly understand your disappointment.

We also understand that you had decided to rebook your departing and return

flights via our online website; however since there was a voluntary change to

your return flights back home to Houston, there was required a penalty charge

due to the restricted ticketed fare that had been originally purchased.

We were sorry that upon contacting our Call Center for further

assistance with your rebooked flights, our staff was unable to process a refund

for the rebooking charges since the irregularity of your flight had only affected

your departing flight and not the return. It is regrettable that you had

decided to cancel your entire ticket and journey. We would like to be of

assistance to you and therefore have contacted our Refund Department who has

processed a full refund of all three tickets plus the rebooking charges which should

appear as a credit on the original credit cards that were used for payment

within the next few days. On behalf of Lufthansa, we sincerely apologize for

the disruption to your travel plans and all inconveniences.

**.

[redacted], we value your patronage and ask for you to view this experience as an

exception to our performance and assure you and your family 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,

Customer

Feedback North America

Lufthansa Group

Lufthansa

German Airlines

Austrian Airlines

Lufthansa German Airlines

Customer Feedback North America

1640 Hempstead Turnpike

East Meadow, NY 11554

USA

Tel.: ###-###-####

Fax: ###-###-####

e-mail: [redacted]

lufthansa.com

austrian.com

Members of Star Alliance

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the FULL REFUND of charges on booking code: [redacted] and [redacted] was not done. A refund of 464.74$ with a transaction dated 04/14/2014 was stated on my credit card ending [redacted] for booking code[redacted].A refund of $464.74 with a transaction date 04/18/2014 on debit card ending [redacted] for booking code [redacted].

Review: I did not receive my bag at the LAX airport, after filing a claim, it arrived 5 days late, and more then half of the items are missing, I tried contacting lufthansa but no response, They took my cloths, gave me 1 shoe and kept the other, and a bunch of other items that are unusable without the missing parts, they even took cancer medications I was bringing, I received empty bags within my bag. when I had given the bag to them it was 23 KG, when they gave it back to me it was less than 10 KG.Desired Settlement: to return my missing objects or compensate.

Business

Response:

The following email was sent to passenger on 3/3/14:

--------------------------------------------------------------------

From: EA/P-C, NYC

CUSTOMER RELATIONS NORTH AMERICA

Sent: Monday, March 03, 2014 4:12 PM

To: '[redacted]'

Subject: Lufthansa [redacted]

Dear **. [redacted],

Thank you for contacting Lufthansa Customer Relations. We

appreciate having the opportunity to be of assistance and ask that you accept

our apologies for any inconvenience caused for the delayed arrival of your bag

as well as your missing items. I certainly understand your frustration.

Kindly allow me to explain that as bags go through so

many hands, including Customs and TSA, it would be impossible to determine

where your loss occurred. Nevertheless, we will be pleased to assist you

with your settlement.

In order to expedite your claim, further information is

needed; kindly submit the original purchase receipts for items claimed missing

or credit card statements showing itemization if original are not available or

other proof of ownership.

If you had to make

clothing purchases while awaiting your bag and would like to receive

reimbursement for 100% of your purchases, we may do so up to maximum liability

stipulated by the Montreal Convention. In order to receive this, please forward

the purchased items (excluding toiletries and undergarments) with original

receipts to the address below. Should you not have the original receipts, again

please forward receipt copies or other proof of purchase for our

consideration. If you prefer to keep your items, we will reimburse you

50% for clothing and 100% of toiletries and undergarments. Make sure to

include the above reference number on all correspondence.

Please fax (###-###-####) or mail the requested

information including the feedback reference number or mail to the address

below.

Assuring you of our interest to be of continued service,

I remain,

Sincerely,

Customer Feedback North

America

Lufthansa German Airlines

Lufthansa German Airlines

Customer Feedback North America

1640 Hempstead Turnpike

East Meadow, NY 11554

Fax: ###-###-####

lufthansa.com

Members of

Star Alliance

Review: My family booked a round trip ticket from [redacted] to [redacted], Germany, with Lufthansa. The record locator is [redacted].

The flight we booked landed in [redacted], then utilized a train to reach [redacted]. After booking the flight, my wife, a German national, chose to skip the train trip and arrange for a pickup for the family in [redacted].

We we arrived at [redacted] airport in Chicago, we were told in a very impolite fashion that we could not skip our train segment without paying another $2000 to Lufthansia for the privilege. We inquired about the absurdity of this policy, and how Lufthansa could possibly enforce it, but received either vague or offensive answers from a variety of Lufthansa employees. We changed our arrangements so that myself, my wife, our 5 year old daughter, our 3 year old daughter, and our infant son could all make the 7am switch from plan to train in [redacted] then be picked up from the central train station in [redacted].

Standing on the train platform, five minutes before our train was to arrive (2 hours after our plane had landed) we were informed that the train would be 90 minutes late.

When I complained to a Lufthansa manager, [redacted], and said that the family would find an alternate means to complete our trip, [redacted] actually threatened to immediately cancel our return trip to the United States. When I challenged Lufthansa's legal ability to do this, and mentioned that my wife was a German national, he immediately backed down.

I informed [redacted] that our family would not be taking the train on our return trip, as Lufthansa and [redacted] had proven that they could not be trusted to run a train on schedule for us to make our return flight from [redacted] refused to update our reservation to remove the train on our return trip, and again threatened that we should be charged $2000 if we refused to take the train on our return. He further recommended that we move our train trip a day earlier and that we pay for a hotel room in [redacted] for an overnight stay to ensure that a late train did not cause us to miss our flight.

I told [redacted] that his suggestion was asinine. He then refused to speak to me further, because I used the word “asinine” in his presence.

We are only in Germany for three weeks. So, unfortunately, we don’t have time to file the lawsuit that would fix this plane-to-train fiasco for everyone (except Lufthansa, of course). We purchased a service from Lufthansa. We can chose how to consume that service — especially in a Germany, where consumer rights are understood and enforced.

In its defense, I have no doubt Lufthansa will point to fine print and an unconscionable contract. And neither of these defenses would stand up even in a US court.Desired Settlement: Remove the train portion of our return trip and provide us a guarantee that our reservation will not be cancelled nor will we be threatened to pay additional money for the tickets we already purchased.

If Lufthansa is incapable fixing this issue prior to our return trip, then I expect a full refund for the tickets purchased.

Business

Response:

April

30, 2014

[redacted]/bb

Dear

[redacted],

Thank

you for taking the time to write to us and for your kind patience while waiting

for our reply. We attach the utmost

importance to the impressions of our customers as they are the best means of

evaluating the quality of our services.

I can certainly

understand your upset when you were advised of the additional collection applicable

in order to change the routing of your ticket. As per Lufthansa’s tariff

filings, the fares purchased incorporate change fees which are applicable after

ticket issuance. When ticket coupons are

used out of sequence, in effect, the routing is changed and a recalculation of

the fare is necessary. We can certainly

understand it was more convenient for you to not use the train portion of your

ticket, however, please understand that we also incur additional costs

associated with special and restricted fares when there are any cancellations

or changes.

I can imagine your

frustration and can assure you these fare conditions are in line with industry

standards. For future reference, please cancel all flights prior to

travel and tickets may be reissued with applicable fees assessed. I regret, however, if you felt her situation

was handled without due courtesy. We expect our representatives to be polite

and professional at all times. This is

especially important when conveying information with which the customer may not

agree, and I’m sorry you perceived your treatment as rude or unprofessional. Your

feedback has been recorded for information and review as customer courtesy is

the cornerstone of our success.

[redacted], we value your patronage and we attach the utmost importance to providing

the best possible service to our customers.

We appreciate the opportunity to address why we were unable to meet your

expectations on this occasion. Thank you again, for your patience and

understanding.

Sincerely,

Lufthansa Customer Feedback

North America

P.O. Box 425

East Meadow, NY 11554

Fax: ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because the company has offered nothing except a statement that it intends to continue to violate general principles of capitalism that would never hold up in a court of law. The only salient argument in the company's reply -- "the other kids do it, so I can do it too" -- is wildly inappropriate and wrong-headed. This company needs to be introduced to terms such as "unconscionable contract", "fair use", and "capitalism".

Review: I was traveling last year in 2012, Lufthansa failed to locate my Luggage after waiting 100 days because that’s what the policy said, I contacted Lufthansa back about my luggage to see if it was found; based on the information that they provided me they failed to locate or find my Lost luggage.

After four months of waiting and waiting and all the inconvenience that I went through they sent me a mail wanting me to reply to it with an EXPLANATION of what I have lost PLUS to provide receipts for a prove….so in my end I did mail the letter back to Lufthansa, but NO ANSWER until now (that was back on November or December of 2012)…I called several times but you cannot talk to any human it forces you to leave a message and that they will call back…until now I did not receive any call back or my compensation for my lost luggage that I have been dealing with for almost a year.

If this issue continue and not get any compensation for my lost luggage I will escalate this issue to the media and probably taking Lufthansa to court for all the inconvenience and headache that they caused me and my family

My reference NO. [redacted]Desired Settlement: I just need my Luggage that Lufthansa lost

Business

Response:

This was my response to the passenger, [redacted]. Thank you.

Kind regards,

[redacted], Lufthansa German Airlines

Dear [redacted],

Although you reported your bag as missing in June of 2012, the Customer Relations Department was given the information in November of 2012. I will send you a check (maximum Liability) and advise that the letter below offers a full explanation.

Liability for checked baggage is regulated by the Montreal Convention and is limited to a maximum of SDR1,131.00 for the total amount of baggage checked. The “Special Drawing Right” is an international reserve asset and serves as a unit of account for the International Monetary Fund as well as other organizations/treaties. Liability for checked baggage is inclusive and covers total loss, interim purchases, pilferage and damage.

Under separate cover you will receive a check for maximum liability of USD1721.00, based on the currency exchange rate of 16 June 2012. This check represents full and final settlement of your claim. I realize our payment may not cover your loss and suggest you look into the possibility of coverage under private baggage insurance or homeowner’s policy.

[redacted], in closing, I would like to apologize for the past five months that you have been corresponding with my colleague and your claim was not finalized until now. I assure you that this situation is not typical of the quality, reliable service we normally provide and hope to have the opportunity to welcome you on board a Lufthansa flight again one day.

Sincerely,

Customer Relations North America

Lufthansa German Airlines

1640 Hempstead Turnpike

East Meadow, NY 11554

Fax: 516 296-9838

lufthansa.com

Member of Star Alliance

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: The following email has been sent to Lufthansa twice now, with no response. ID#[redacted]

Lufthansa Customer Relations,

I was scheduled to fly out on Lufthansa 6/21/14 @ 3:25pm from [redacted] Airport in DC. to [redacted]. I missed my flight due to not reading the time of my boarding ticket correctly, which was entirely my mistake. I was sent from Gate [redacted] to the main counter for Lufthansa. I was told by your staff member that there were no more flights for the same day but there was one leaving on 6/22 the following day. I was told it would cost $300 for re-booking fee for my flight. I was traveling with my sister in law [redacted] which was also told the same amount. We agreed to this amount and handed over our credit cards for payments. The lady took our cards into a back room for over an hour, during this hour not one person updated us or showed any concern to the amount of time we had been waiting and just standing at the counter. Once the lady with our cards came back she then told us that my ticket would be an additional $700 and my sister in laws would be $2000! Of course this was very unsettling to both of us considering we were just told one price over an hour ago and not told another price which was much higher than what we were told. They went ahead and waived everything for [redacted] except the $300 booking fee but still charged me a total of $1200 and was not willing to waive anything. I agreed to pay of this amount due to the fact that at this point we had been standing and waiting at the Lufthansa counter for more than two hours and I wanted to book the flight and not miss an available seat. They took my cards back to the back office again for another two hours!!! (This time I gave them my credit card and my debit card to split the cost of the ticket, my credit card was charged $700 and my debit was charged $500). This entire time we stood there we were told that our luggage was with Lufthansa due to the fact that the luggage was removed from the aircraft since we never got on the plane. Once we were given our new tickets which was at 10:30pm and we started this process at 4:00pm! When we asked for our luggage so we could go to hotel for the night they told us they did not have it and did not know where it was…we were then told to go look for it ourselves down at baggage claim. At this time as you can imagine we were both very disappointed in Lufthansa's customer service. We went back up to the check in counter and told them we could not find out luggage. The staff acted very annoyed and made it seem like it was our problem and not theirs. At this time I asked for the supervisor which is who helped us earlier…but also the same person that mis-quoted us the original prices and took over 4 hours to book our flight and who we also saw helping other customers while we stood there for six hours. When we told her we still did not have luggage so she sent someone to search for them...after searching for them for over two hours they were finally located. During the two hours of them searching for our luggage we were told by Lufthansa staff on a couple occasions that our luggage was found but then someone else would come by and say it wasn't…communication was very poor and their desire to help us was non-existent. We were told that they were short staffed and the supervisor told us that she had an awful two days and we just needed to deal with it!! I have never experience such horrible customer service and the lack of understanding of our situation. I was willing to pay and just wanted to be on my way the fact that we waited six hours just to re-book is ridiculous. I returned from my trip on 6/28. After being home I was on my banking account and noticed charges in VA & PA. Both purchases made on 6/27 and another on 6/29. I was in Austria on the 27th and in SC on the 29th. I only used my [redacted] debit card once the entire time I was traveling and it was for my ticket at the Lufthansa counter. Now that I look back at the situation and how long your staff members had my debit card and the fact that I only used it at your counter I have to believe that one of your employees made these fraudulent charges to my account. The transactions that were made with my debit card were in [redacted], NJ. I know the date of June 21st when I was purchasing a new ticket the staff was shorthanded that day and there were employees from Lufthansa in [redacted], NJ helping out at the [redacted] Airport that day. I currently have my bank investigating and have an address of where an online item purchased was sent in [redacted], NJ…assuming this is your employee’s address they have this merchandise being sent to them or a friend. Disregarding the theft allegations at this time since the authorities will be handling this, I would like for Lufthansa to refund me the entire $1200 that I paid for re-booking my ticket...this experience was unimaginable and inconvenient as well. The staff was very rude and unhelpful. I would appreciate if someone would call me or email me back as soon as possible.Desired Settlement: I would like for Lufthansa to refund my re-booking fees that were paid on 6/21 totaling $1200 Due to this experience.

Business

Response:

Dear

[redacted],