Lufthansa German Airlines

Review: This request is for a second check in baggage refund due to a Lufthansa flight cancellation, in the amount of $400.

We were scheduled to travel from Chicago to Mumbai via Frankfurt on Dec **, on flight [redacted].

Our Lufthansa flight reservation confirmation was: [redacted].

But the originating flight LH431 was cancelled by Lufthansa , and we were booked on a United Flight., confirmation:B6EWGM.

United charged us the second extra baggage fee for 4x$100=$400, since they allow only 1 bag. ( we had 4 passengers on the reservation).

Attached is the receipt I paid United.

I would kindly request that you refund us the extra baggage fee I had to pay , since I was originally allowed 2 bags on the Lufthansa flight, but I had to pay excess baggage on the United flight.

Let me know if you need additional details .

My Contact details are:

[redacted].Desired Settlement: I would prefer to get my refund of $400 I had to pay as excess baggage and complain about the way with which customer refunds are handled and flag them as inadequate in handling refunds.

Consumer

Response:

At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted].I am attaching a copy of my ETicket and excess baggage fee I had to pay, as a result of flight cancellation by Lufthansa. Please help me resolve this issue urgently.Sincerely,[redacted]

Review: Reservation Conf. #[redacted] ([redacted]) Date of travel July [redacted], 2015.

File Reference (for lost/delayed luggages) [redacted]

I flew on Lufthansa business class last Thursday, when I arrived to Lebanon all my four luggages were missing. I filed a report right away and I was given the file reference number mentioned above. I was told that most likely the bags had -stayed behind. After hours of waiting I finally was able to more accurate information regarding the location of my luggages. I even contacted Lufthansa at -###-###-#### several times and they told me that my bags were located and were going to leave Frankfurt at 10:15 PM yesterday, (Saturday the [redacted]) arriving to Beirut at 3:05 AM. To my surprise the bags never arrived, Lufthansa Beirut has no information and when I called Lufthansa US I was told to contact Lufthansa Beirut because they do not have updates. I know this is not accurate information, since when I called yesterday throughout the day, I was able to help other representatives who assisted me by providing me updates. It is very frustrating to be bounced back from representatives to representatives, in addition of arriving to a country after such a long flight and having ALL luggages missing. I have two twin babies, whose medicine was in the misplaced luggages. It is hard to believe that a company such like Lufthansa, could provide such poor customer service in addition to incorrect information, and conflicting information.Desired Settlement: Receive my 4 luggages, which have been lost or delayed ASAP, in addition to receive compensation since I had to purchase things since all my belongings were in the luggages. I would greatly appreciate if someone could contact me.

Review: I ask for understanding and help from Lufthansa Airlines to assist our elderly parents to resolve the issue and avoid stress when going back home

We purchased tickets from Lufthansa Airlines online in April, 2014 for our elderly parents who were coming to visit us from Belarus for the first time. The first trip went smoothly - they came from Minsk to Frankfurt then to Chicago, IL and finally to Charlotte, NC. However, they are supposed to fly back to Belarus soon (October *, 2014) and we have just realized how stressful and expensive this second trip will be... The tickets are from Charlotte, NC to Munich, Germany then to Frankfurt, Germany and finally to Minsk. The issue is that in order to get from Munich to Frankfurt they are supposed to have a regular tourist Schengen visa which nobody has ever mentioned about on the website where we purchased our tickets. I was looking through Lufthansa website thoroughly and was not able to see this information anywhere! I could not believe that when my friend accidentally mentioned it to me in our conversation (it happened to her family in past as well when they travelled with Lufthansa; they did not expect that situation either and were shocked to realize they needed Schengen visa to simply change the airplanes to reach USA which was their final destination). I called Lufthansa company several times ([redacted] on August [redacted], 2014 and then on September [redacted], 2014) and was asking different agents about the visa requirements for the trip mentioned above - both agents told me they thought we would be fine with no Schengen visas, however, they recommended us to contact German Consulate to make sure. I did contact German Consulate in Atlanta and was advised that our parents needed to apply for Schengen visas in person in Atlanta, GA by appointment only. The first available appointment was on Septmeber [redacted] The whole process for obtaining Schengen visa can last for 7 days or more after the appointment. It means most likely we won't be able to make it before their departure. I am the mother of 3 y. o. and 9 months old twins and a Nurse Practitioner student at the university; my husband has left for couple of weeks for his business trip to Ohio. In order for the parents to get to Atlanta (which will take 8 hours to get there and go back) I have to figure out the childcare and take them by myself because they do not speak neither good English nor German. I tried to call Lufthansa and explain them my circumstances; I also asked if we could possibly change the tickets the way that we did not need to obtain Schengen visas which we did not have any idea about in the first place. They gave me the reference number [redacted] and said it would cost me around $840.00 to change the tickets. I asked to check if we could find something cheaper several days before or after their trip. They said $840.00 was the best deal I could change those tickets for. I am extremely upset about the above situation because I think it is not fair to sell a product to customers and miss the important information. Are there many people who could think they will need a regular Schengen visa to make 1 hour flight from one airport to another? Especially, Lufthansa agents told me at once that the luggage is going to the final destination (Minsk, Belarus) with no need to pick it up in Munich or Frankfurt. I called my other friend who is a travel agent and even she was surprised by this issue! I wonder how many people get tricked buying those kind of tickets online and having Customs' issues in Germany due to misinformation?! We have a big family and fly outside of the United States on a yearly basis with kids but this is our first time we encounter such a problem. I would like to get some understanding and help from Lufthansa Airlines at the moment to resolve this unpleasant situation and assist our elderly parents to change their tickets avoiding stops in Munich and Frankfurt so they can get back to Belarus with no visa requirDesired Settlement: I would like to get some understanding and help from Lufthansa Airlines at the moment to resolve this unpleasant situation and assist our elderly parents to change their tickets avoiding $840.00 extra fees so they can get back to Belarus the same way they came to the US (with no visa requirements). I would also recommend Lufthansa Airlines to inform their future customers about the visa issues they may have in advance on their website.

Business

Response:

Dear

[redacted],

We regret to learn that we have

disappointed you and your family with the tickets purchased for your parents. Please be advised that due to German privacy

laws, we may only discuss the individual’s particular details with the

passenger directly. However, we are glad

to provide you with the general document information.

Each country’s government has its

own rules concerning visas, entry permits, duration of validity, etc., and

Lufthansa has no influence regarding their implementation. The airlines typically review the documents to assist the traveler and to ensure smooth onward travel since local

authorities impose severe fines for non-compliance of regulations. When our call center agents are asked about

transit regulations they will be happy to provide the information. However, ultimately

it is the responsibility of the individual passenger to ensure that he/she

possesses the proper and accurate documentation required for transport.

If your parents have additional

concerns, they may write to us directly at [redacted]

Lufthansa Customer Feedback[redacted]

Review: My parents, [redacted] and [redacted] are elderly. My father is a [redacted] survivor. Lufthansa airlines is clearly abusing him and taking advantage of him. They take his credit card information and put him on flights without the supervision of relatives. As a result, he often ends up stranded in Romania or in other dangerous situations. When he travels with this airline, he does not have access to a telephone or to family. He does not stay with relatives in Germany. This airline abuses him and denies him his rights as an American citizen. I believe this airline to have Neo- [redacted] ideology. I also believe this airline fails to meet EU standards.Desired Settlement: I require an explanation for the rude behavior. When I tried to contact them in the past, they were rude and ignored the complaint. They continue to steal my parents credit card information. They know that both of my parents have [redacted] and that they need special accommodation.

Business

Response:

Review: On June **, 2014 I flew from SFO to VCE and was regretfully rerouted to a Lufthansa flight from London to Venice. Three of my 4 pieces of luggage were lost by your airline. Two pieces were returned to me when my husband spent an hour of our vacation time searching through the lost and found at the airport in Rome. The reason he had to personally search for the luggage was because although the luggage was found by the airline, I was told that the luggage handlers are much too busy to return them to me and I would have to come look myself. The third piece has yet to be returned to me. Since that time I have spent hours emailing, trying to call to speak to someone about this issue, only to be met with voice mail boxes and recordings that I must make my complaint online. I have made my complaints online, to which end I receive an auto reply. The service I have received from Lufthansa is unacceptable and does not demonstrate customer care in any way. My complaint numbers issued by Lufthansa are: [redacted] (2), [redacted], and [redacted]Desired Settlement: I would like to be refunded the full limits of the Montreal Convention agreement. I have complied with every step of the process, itemizing my purchases and receipts for expenses incurred while without my luggage, and even mailing back the items I no long want.

Consumer

Response:

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

[Your Answer Here]

I have heard from Lufthansa airlines and will be paid the special drawing rights that I am eligible for due to the lost luggage. However, my husband and son were also missing their luggage for 7 days and we are not being reimbursed for their out of pocket expenses. In a reply email to Lufthansa I asked what I need to do to itemize my refund request to indicate the expenses specifically related to my husband and son's missing luggage. That was on 12/**/14 and I am waiting to hear back.

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 correspondence which was forwarded by the Butter Business

Bureau. We received authorization from our headquarters in Frankfurt to settle

with you for your baggage irregularity [redacted]. We regret the inconvenience

and additional expense you incurred and as well as the poor impression you

received. Liability for checked baggage is regulated by the Montreal Convention and is

limited to a maximum of SDR 1,131.00 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. On December **, 2014 we have mailed a check for maximum liability of

USD1748.00, based on the currency exchange rate of June **, 2014. This check

represents settlement of your claim and this check will be sent to your Tucson

address and may be expected to arrive within the next week. [redacted], in closing, I would like to 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 soon. We

wish you all the best for a Happy New Year and thank you for your continued

patience and understanding.Sincerely,

Lufthansa Customer Feedback North America

Business

Response:

Tell us why here...

Dear

[redacted],

Thank

you for your correspondence and for your cooperation in submitting your

receipts. We appreciate your patience while your claim for interim

purchases was reviewed.

We want to minimize your inconvenience by

assisting you with the costs of necessary purchases while without your bag. In

the event you wish to keep the items purchased, Lufthansa offers up to 100%

reimbursement for toiletries and 50% reimbursement for clothing against

original receipts and within the guidelines of airline liability.

Should you prefer 100% reimbursement, kindly

return all of the purchased items, excluding undergarments and toiletries, as

per the receipts submitted. Reimbursement is subject to the liability rules of

the Montreal Convention, which are applicable herein. Please mail your items to

the following address and indicate your reference numbers shown in the upper

right-hand corner of this letter:

Based

on the information and receipts submitted, you may expect a check to arrive

under separate cover in the amount USD502.33, representing reimbursement for

your interim expenses for the delayed bags (includes 100% for returned items).

This check may be expected within the next three weeks.

This

reimbursement is in addition to the max liability check of USD1748.00 requested

December **, 2014 for your daughters lost bag.

[redacted], we realize our actions cannot erase your displeasure; however it is

our hope you will draw on your positive experiences and offer us the

opportunity to welcome you on board in the future.

Sincerely,

Lufthansa

German Airlines

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 am writing in regards to a flight ticket cancellation for myself, my wife and my daughter (booking codes: [redacted], [redacted]).

Please note that before cancelling it we contacted the Lufthansa office in the US early January where we were specifically told that after cancelling the tickets we will be eligible for a partial refund for the taxes unused on the second segment. With this in mind we cancelled the tickets as we were not able to travel at the dates booked and we were hoping to use any refunds towards the purchase of Lufthansa flight tickets later this year. Two to three weeks after the cancellation there were no refunds issued nor we were informed of the outcome of the refund process therefore we e-mailed our concerns and received a customer feedback ID [redacted]. This latest was not answered even as of today.

We called again the Lufthansa office and we were told that the ticket was recalculated and we will not receive any refunds. Even after explaining the preceding and the significant discrepancy in the information offered earlier that month to us there were no apologies offered to us. I still believe there was a serious mistake in this case as based on the booking code the [redacted] should have been able to retrieve all the specifics of the booking- even those that are for internal use only and offer the correct information. I would like to emphasize that if we would have received accurate information we would have not cancelled the three tickets but we would have tried to change the date.

Following this we contacted in writing the Lufthansa and requested either a refund or at least a credit towards future purchases with the airline. Our requests were denied and we were told that the [redacted] have not received extensive training. As of today, 3/*/2014 we were told that any future e-mails that we would send will be unanswered.Desired Settlement: We do believe we cannot be held responsible for an employee's error as we are looking at a total of three flight tickets. We would kindly request either a refund, a credit or a reinstatement of our tickets. We do believe that Lufthansa provided us with great service for a number of years and we would like to stay their customers for the years to come.

Business

Response:

Dear [redacted],

Thank you for your correspondence which has been forwarded by the RevDex.com. We are sorry if my colleagues have disappointed you with their

previous responses which was sent on February * and March *. 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.

From the

information on the tickets purchased, we are able to discern that the original

tickets purchased were based on a discounted restricted non-refundable round

trip fare, valid for round trip travel only. Along with the discount, the fare

type purchased carries the condition that the possibility of a refund is

calculated based on the applicable one way fare for the portion flown. The

applicable one way fare is to be deducted from the original amount paid. The

published one way fare for the portion of the ticket used far exceeds the total

original amount paid including taxes.

As an accumulation of these facts, we cannot

offer a refund or credit of the unused portion of the discounted round trip

non-refundable ticket purchased including taxes. There is no residual value to these tickets and

therefore we are unable to provide you with the positive response you are

seeking.

[redacted], we regret that we are not able to meet your expectations in this particular case;

however we look forward to serving you and your family in the future.

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:

Unfortunately the feedback does not addresses the main

issue that I raised in my initial letter which is that we contacted the Lufthansa US

offices inquiring about the conditions attached to the flight tickets and we

were misinformed. Later when we requested explanations we were told that the Lufthansa

employee was not trained on this specific issue which I do understand but again

some kind of remedy needs to be available to a customer who did suffer a loss

by receiving erroneous information.

Additionally I showed flexibility in solving this situation

by requesting from Lufthansa the easiest possible way (reinstate tickets-if possible)

and at no cost for the Company to remediate the error which was made by one their

employees.

I would be happier to overlook this mistake if it would

not amount to three return long-haul flight tickets. Thank you for the detailed response that I received which explains the refund procedure of the Lufthansa.

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 once again. According to the history of

your reservation, you had contacted our Call Center and requested to cancel

your reservation and had requested a refund for the remaining value. Our staff

had advised you that the tickets were non-refundable as per the rules of the

ticketed fare; however they did send your request to our Refund Department to

determine if the unused taxes were still refundable on the unused flight tickets. We are sorry to hear that you may have misunderstood our staff since they did not advised you that the ticket or taxes would be

refunded; however they did inform you that they would send your ticket information

to our Refund Department so that they can determine if there was any refundable

tax value remaining. Our Refund

Department had correctly determined that the published one way fare for the

portion of the ticket used exceeded the total original amount paid including

taxes. Therefore, there is no residual refund value left on your tickets.

We have reviewed your case in detail and conclude that no

new information warrants a change in our decision and further considerations

will no longer be addressed.

Sincerely,

Review: My name is [redacted] I am writing this letter in regards to my missing items from my trip to Ethiopia on July *, 2013. I was traveling with my wife and my two young children. I was on flight number [redacted]Lufthansa airlines. On my way from Chicago to Germany, I left my wallet on the plane by my seat when we landed in Germany. I noticed that I didnt have it right after I got off the plane in Germany and immediately told them. We wanted to get my wallet right away because I had a lot of personal belongings and money in there. The airline told us that they had it and that we didnt have time to get it because we had to catch another flight, so they would mail it to us in Ethiopia. We waited in Ethiopia for it and contacted them again, but it never arrived. They actually send it to our apartment in Chicago while we were in Ethiopia. I had $700 in the wallet which I told the the airline about it Germany and when I had called them from Ethiopia. When we came back, there was no money in the wallet. All that was in the wallet was my ID. I was missing my money. We contacted the airline, emailed them, did everything they told us to but are not getting a proper response.We did this numerous times and did not receive and account. The airline should be held accountable for this because they did not give it to me right away and told me they would send it to me with all of my stuff inside to my country(Ethiopia), which they didnt. Financially, I need my money back and should have gotten in back from Lufthansa. They have not done anything to give us the money back and have not responded to us at all. This is why I am writing this letter. I am attaching a copy of my airline ticket and the sheet they send us with my wallet because that is all they send us. Something needs to be done about this as soon as possible.Desired Settlement: DesiredSettlementID: Refund

I want my money back.

Business

Response:

Email sent to passenger 4/**/14.

There is no liability on the part of the airline for items left behind by a passenger.

All that was found was returned.

Review: RESERVATION CODE [redacted]---

AIRLINE RESERVATION CODE [redacted] (LH)---

PATEL/GOVINDBHAI # [redacted]---

PATEL/SUBHADRABEN # [redacted].

RESERVATION CODE [redacted] ---

AIRLINE RESERVATION CODE [redacted] (LH)----

PATEL/GOVINDBHAI E-Ticket # [redacted] ---

PATEL/SUBHADRABEN E-Ticket # [redacted] ---

----------- The above are the details of the airticket I booked for my parents. Within one week of booking the ticket, I called in and requested a date change for the return journey from Mumbai to Orlando for both the passengers, as I mom decided to come early and my dad wanted to postpone his return journey. When I spoke to the customer service representative regarding this issue- I was assured that I can call back or get the dates changed one time at the airport at no additional cost. However to my surprise when I went to drop my parents to the Orlando airport, not only I had trouble adjusting the return journey date, but also could not check my luggage in to Mumbai. My parents were asked to check the luggage untill munich and would have to re-check-in at munich again. I have never heard of something like this. The flight was from orlando to Mumbai via chicago and munich.

Now, I am having a hard time changing the return journey date at no additional cost. Everytime, I call the 1-800 number outrageous amount is being proposed to change the return journey date.

We usually travel via continental and never had any such issues. As per the terms explained by the first customer service representative - I was assured I can do the "date change" at no additional cost, which did not hold true untill I actually tried doing that. At this point - I would like Lufthansa to change the dates on the retun journey for both my parents ( prepone one and postpone the other) at no additional cost. I am okay if the route gets changed as long as the origin is Mumbai and destination is Orlando.

I have emailed the "signed statement authorizing me to act on their behalf and a copy of my parent's government issued identification" to the email: [redacted]Desired Settlement: I would like to provide the dates to which I want the travel dates to get adjusted to

AIRLINE RESERVATION CODE [redacted] (LH)----

PATEL/GOVINDBHAI E-Ticket # [redacted] --- travel date desired anytime between ** April 2014 to ** April 2014 from Mumbai,India to Orlando,FL------AND-------------

PATEL/SUBHADRABEN E-Ticket # [redacted] --- travel date desired anytime between ** Feb 2014 to ** Feb 2014 from Mumbai,India to Orlando,FL.......Please send me the confirmation for the same............. I appreciate your help in this regard. Thank you

Consumer

Response:

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

[Your Answer Here]

Not resolved.

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

Sincerely,

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,

?

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 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!!!!

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

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.

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for your continued correspondence. We are sorry to have disappointed you with our response. 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,