Lufthansa German Airlines

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],