Lufthansa German Airlines

Revdex.com of Metro Washington DC Date: Thu, Nov 12, at 9:AMSubject: Fwd: [redacted] /bf Revdex.com ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: Date: Thu, Nov 12, at 9:AMSubject: [redacted] /bf Revdex.com ID [redacted] To: [redacted] @***.comCc: [email protected] ** [redacted] , Thank you for your continued correspondence forwarded by the Revdex.com We are sorry if we have disappointed you with our previous response.There is an exception for passengers traveling to India which permits a second luggage free of charge when traveling on a Lufthansa marketed or operated flightsA copy of your ticket verifies that two free bags (02P) were allowedWe understand that you had decided to check in a third bagIf your ticket only allowed one suitcase throughout your journey and you had a second luggage, the excess baggage fee would be USD100; however the rate for a third bag is USDTherefore, we are unable to provide you with the positive response you are seeking regarding refund of the correctly collected excess baggage charge and apologize for any misunderstandingWe appreciate your understanding that when the allowable limit has been exceeded, additional pieces are assessed at specified charges, which is non-refundable.We regret that we were not able to meet your expectations on your recent journey; however we look forward to serving you in the futureSincerely,BM***Lufthansa German Airlines Customer Relations North America P.O.Box *** [redacted] East Meadow, NY USA Fax: [redacted] E-mail: [email protected] of Star Alliance

Revdex.com: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 LufthansaPlease help me resolve this issue urgently.Sincerely, [redacted]

Dear ** [redacted] : Thank you for your folle-mailWe are sorry to learn of your dissatisfaction with our response Let me assure you that the safety of our passengers is our ultimate concern as air travel can impact a passenger’s healthThe captain has the sole authority to decide how a particular situation is to be handled based on the information provided by the medical personnel As your baby had epileptic seizures and based on the information received from the doctors on board the decision to divert the flight to [redacted] was made in the interest of the safety for your childA request was made that your son obtains a doctor’s approval to ensure he is capable of completing the flight safely, without requiring extraordinary medical assistance The Lufthansa doctor determined that your son cannot fly alone and requested that a doctor escorted him to ChicagoLufthansa was prepared to transport you and your family to the final destination free of charge Regrettably, we are unable to reimburse you for the tickets you purchased on another airline as you voluntarily decided to purchase themHowever, we are pleased to reimburse you 50% for your Lufthansa ticketsYou may expect to receive two checks in the amount of USDand USD(USD+USDfor infant ticket) within three weeks ** [redacted] , we appreciate your understanding of our position and look forward in the opportunity to restore your confidence in our services Sincerely, Lufthansa German Airlines Sabina W***

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

Dear [redacted] , We have reviewed [redacted] ’s reservation in regard to this complaint regarding his return reservation from Los Angeles to Izmir via Munich originally booked for June *, According to the file history, in October there was a summer schedule change that cancelled our Munich to Izmir flight on June *There was an automated rebooking to leave day earlier with a message to the reservation owner and ticketing agent OrbitzIt would then be Orbitz’ responsibility to notify the passenger since they are in possession of the passenger contact information Then in December 2014, our schedule Munich to Izmir changed which resulted in the cancelled booking for their June *, flight Once again, the flight was automatically rebooked, but this time to leave Los Angeles June [redacted] connecting Munich to Izmir on June [redacted] since there was no service on June [redacted] from Munich to IzmirThis information was sent to [redacted] to advise the passenger On January *, 2015, [redacted] had contacted our agency desk and was given a waiver to rebook the passengers on an involuntary basis to possible more suitable flightA day later, [redacted] contacted our reservation call center and was advised to contact [redacted] for rebooking since they had been given authorization to rebook due to the schedule changeThere was no other action taken in either reservation ( [redacted] and [redacted] ) [redacted] has since been in contact with our refund department for a partial refund of of the partially used ticketsThe ticket for [redacted] , [redacted] , was refunded July **, in the amount of USDTickets for [redacted] , [redacted] and [redacted] , [redacted] , were refunded July **, each in the amount of USDAll refunds are returned to the original form of paymentThe ticket for [redacted] , [redacted] , is fully used and therefore no refund processed.N.M [redacted] Lufthansa Customer Relations North America

Dear [redacted] , Thank you for your correspondence forwarded by the Revdex.comBeing in the service industry we very much rely upon the observations of our passengers; your feedback helps us to measure the success of our efforts.? We can certainly understand your upset when you were charged an additional fee to change your flights from Warsaw.? As per Lufthansa’s tariff filings with the Department of Transportation, the special fare purchased incorporated change fees are applicable after ticket issuance Your feelings given the circumstances as described are certainly understandable.? Special fares incorporate change fees which do not provide any provisions for medical emergencies.? These fees do allow passengers the ability to make changes in case of a medical situation such as you experienced instead of being required to purchase a new ticket.? Please understand these fees are filed with and collected in accordance with tariff filings and all restrictions must be observed.? We are sorry a medical waiver could not be accommodated and regret the less than positive impression gained Lufthansa appeals to its vast customer base by providing a variety of travel options while remaining cost effective.? ? A review of your past dated ticket history confirms that the ticket purchased did require a change fee of USDTherefore, your request for a refund is respectfully declined Your comments concerning the assistance you received are of importance to us as well.? Your comments have been forwarded to the respective management for information and internal review We are grateful for the opportunity to review your situation and trust you will come to an understanding of our stance.? We are dedicated to offering the quality of service our customers have come to expect from Lufthansa, and we look forward to welcoming you on board under more pleasant conditions.? Lufthansa German Airlines ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because: I'm disappointed beyond words in your customer serviceThe worst customer service experience everI believe I should at least receive dollars to replace my ringsIn addition to my loss the time and energy I wasted going to the airport every single night while in Addis Ababa should be consideredThey kept saying it should arrive on the next flightNone of the representative gave me ? accurate information.? Sincerely, [redacted] ? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because: [I have contacted the issuing agency earlier and they have advised me that they were unable to convert this round trip ticket into a one-way as your customer service suggested due to Lufthansa's rules forbidding them to do soAt the end it is Lufthansa and not the issuing agency that makes the rules regarding ticket changesThis matter is not regarding ticket refunds or changes without feesIt is pertaining to Luftansa on their own initiative canceling a valid return ticket that the purchaser was able and willing to use.] ? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.The issue in this complaint was resolved by the business and I am satisfied with the resolutionPlease mark it as such in your system.Thank you! Sincerely, [redacted] ?

Revdex.com: 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: Hi,? I remain shocked and thoroughly dismayed by your response? We bought business class seats on your airline, for a combined price tag of over $7,USD (still waiting for the breakdown of the fare that we requested nearly a month ago now)? These weren't economy class tickets, or an attempt by us to save money through buying a restrictive ticket? These were full fare, premium class tickets, and as a result we hoped for and expected some semblance of empathy, support and (minimal) accommodation when we ran into an issue? Instead, we got nothing of the sort? It's an appalling approach to customer service on its face, but all the more disappointing when taking into account this is Lufthansa - an airline that you yourself brand as "Europe's five star airline." ? This is by far the most punitive and unsympathetic experience I've had with any consumer brand, let alone an airline that claims to be an industry leader.? The fact of the matter is we called hours in advance of our outbound LH flight once we realized we likely wouldn't make it? The delays we were dealing with were totally out of our control? At that time, LH had a number of potential options to help us get home? Just a few examples - you could have put us on the same routing the following evening in economy class (we confirmed there were seats open), you could have put us on a different routing, you could have suggested an even later date than the following day? Yet with all of these sensible and fair-minded options on the table, among others, you decided to wipe our existing ticket home and force us into buying totally new tickets? Those tickets, of course, were next-day international travel, which were bound to be incredibly expensive (and they were)? So, in the end, we not only lost the return portion of our business class seats on LH at somewhere in the range of 3-4K USD, we then had to come out of pocket for new return tickets that cost an additional 8K? ? Can we just pause on that point for a moment? ? Because of your approach to customer service, where a number of other very viable options existed, you deliver an outcome for your customers that cost them 10,000+USD? In what world is that fair, reasonable, or even decent? ? Instead, you come back and tell us the resolution is reimbursing us for the taxes?? Your final comment was about LH remaining competitive financially? Given our experience, we will never fly the airline again? We've taken to social media to share with our networks that experience and implore they strongly consider other options for their travel needs? So for a multi-billion dollar enterprise to stick it to us for what would have been an open, economy class seat on a different flight home, you've lost customers for life and another subset of people who may very well choose a different carrier for their travel needs in the future? ? And frankly, beyond just the money in this whole saga, the interactions I've had with your customer service reps, automated system for feedback, response times, you name it, has been downright terribleAt no point in the process did I feel the airline had any respect for the customer? Every interaction was cold, antagonistic and combative? We're not asking for you to do something unnatural, or unprecedented; we're merely asking for you to show a semblance of compassion and an ounce of common sense? Nothing more, nothing less.? ? So in closing, we won't stop sharing our experience? We plan to share with additional senior leaders at LH (including a letter to the CEO), our friends, my colleagues at a firm that spends millions in air travel annually, our travel agent and her client base, our social networks, etc? ? I sincerely hope "Europe's five star airline" wakes up tomorrow morning and starts acting like it [redacted] & [redacted] ? ?

To Whom it May Concern: RE: [redacted] - DG / Passenger [redacted] This passenger arrived on Lufthansa Flight # [redacted] on October 30, His bags were delayed and delivered two days later on November 1, Please see delivery information below: *** [redacted] [redacted] /01NOV DS IAHLHRA - DATA RUSH COURIER PHONE ###-###-#### ..LUFTHANSA AIRLINES / HOUSTON INTERCONTINENTAL .NUM BAGS [redacted] NM [redacted] [redacted] MIGHTY REDWOOD DR HOUSTON TX ZP .DD 01NOV .DW As per the guidelines of the Montreal Convention, any damaged or missing items must be reported in writing within seven daysOur first correspondence was received from Mr [redacted] on November 10, 2014, which of course is past the seven daysThe first letter sent to us did not have any information other than his Property Irregularity Report number and a bank account number(Please see attachment A)At that time, one of our agents sent a quick email back to the passenger on November 11, as follows: "Dear Mr [redacted] , Thank you for contacting the Lufthansa Internet Service Center We are unable to assist you based on the information you providedPlease resubmit your request with further detailed information in order for us to assist you properly We look forward to serving you online and in flightThank you for choosing Lufthansa Kind regards, Sarah" We did not receive a reply from Mr [redacted] until December 30, In his letter he advises us of many missing and damaged itemsHe also asks for a refund of his $fee he paid for excess baggage(Please see attachment B)I, Denise G***, wrote to passenger on January 8, to advise the passenger that we would gladly reimburse him for any interim purchases he had to make while waiting for his bagsI explained we reimburse 100% of toiletries and undergarments as well as 100% of outerwear if it is returned to us or 50% of outerwear if he wishes to keep the itemsI also explained that as per The Montreal Convention, missing and/or damaged items mut be reported in writing within seven daysI explained that if he had sent in an email that we may not have received, to please resubmit that for our review(Please see attachment C) Mr [redacted] wrote back on January 10, to say that he tried to contact us several times by telephone and email on November 3, (Please see Attachment D)The phone number he gave us is for our General Reservations departmentThis number is answered twenty-four hours a day, seven days a weekI wrote Mr [redacted] back on January 12, and asked him again to resubmit any emails he wrote to us within the seven days(Please see Attachment E)To date, Mr [redacted] has not sent us that email nor any other response If he would provide us with a copy of the email he says he sent to us within seven days, we would gladly handle this claim for himIn regards to the excess baggage fees, when an extra bag is delivered, the fee is non refundable Please let me know if you have any further questionsWe will gladly assist Sincerely, Denise G [redacted] Customer Feedback North America Lufthansa German Airlines [redacted] East Meadow, NY Fax: ###-###-#### lufthansa.com austrian.com Members of Star Alliance

Revdex.com:At this time, my complaint, ID [redacted] regarding Lufthansa German Airlines has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] ***

Revdex.com: 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]It is not the matter of how Lufthansa has to go about their operationsThis complaint is about the irregularities and inefficient behaviour of the Lufthansa staff to handle the situation and about the misinformation and wrong handling of the passengers that I am trying to project in my complaintYou are saying sorry for all that happened and want to escape the fact that we are the ones who had to bear the brunt psychologically and financially for what led to the situation.? Earlier you had mentioned that you have gone through the recordings and based on that you mentioned that nothing was out of placeNow you are mentioned that you have no recording saved that you can refer to ?? You are trying to shrug off situations and want consumers to not act on themYou are not even consistent with your reasoning of things.? Just by saying sorry is not to revert the harm and financial and mental pressures we had to go through to get out of situationYes, travelling with kids is tough and authorities not taking responsibilities of their issues is as stressfulI request you to kindly accept that your representatives who guided is during the process misguided us and led us to purchase tickets which were out of our regular ? financial capacity and we need to be reimbursed for those.? ? ? ? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because: The feedback they provided doesn't satisfy my issue.? I sent a? response to Lufthansa on 4/*/that contained the following feedback: Hello,Thank you for your response.? I did not receive an email on April *, 2017, can you please resend it to me.? Also, can you please confirm I have the correct understanding of the next steps- First, within weeks a credit will be processed for $326.? Then the credit will be applied to my original form of payment within two months.Based on this I assume that I will be credited the entire $and I do not have to provide my credit card information.? Can you please confirm I have the correct assumption ? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ? ?

? ? ? Dear [redacted] ***, ? Thank you for the opportunity to further clarify why we are unable to meet your expectations? As previously explained, the fare type you purchased was a restricted ticket which is non-refundable ticket and non-changeable after tickets have been issuedYou were correctly advised that you cannot use the return portion of your family’s tickets out of sequence without having the tickets reissued by your travel agency to reflect the correct sequence of use and to collect any applicable fare difference? The history of your reservation indicates that on May *, 2017, you were advised that Lufthansa cannot comply with your request to change your outbound flights free of charge due to a conflicting flight schedule change on a separate ticket and airlineWe further advised you to contact the issuing agency for options in order to keep your return flights and that additional fees will apply, if the fare for the recalculation to your new point of travel is higher, at the time of re-booking, than the fare originally paid for your LGT fareYou were also advised to contact your travel agency because this was before travel commenced and the agency is contracted to make any changes to your tickets prior to departure.? Lufthansa cannot voluntarily reissue tickets issued on another airline (in this case Austrian Airlines) unless we have a schedule change to our operated flights.? ? ? We fully appreciate this may not be the reply you were anticipating, however, we ask for your understanding that we have to adhere to the applicable fare rules according Lufthansa’s tariff filings? Thank you and we look forward to being of continued service? Best regards, ? B B [redacted] ? Customer Relations North America Lufthansa German Airlines [redacted] ? [redacted] ***? [redacted] ? [redacted]

Revdex.com: 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, [redacted] ?

Revdex.com: 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: While it is true that the ticket was no changeable and non refundable, the airline canceled my *return [redacted] ticket that I was perfectly able to useThey referred to some internal policy of not allowing return tickets if one part of itinerary is missed In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Regarding Revdex.com claim # [redacted] Lufthansa customer relations department spoke with [redacted] and advised that the original reimbursement check has been stopped payment and a replacement check for USDis sent on November **,

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines? regarding complaint ID [redacted] I spoke with a customer service rep prior to filing this complaintThat is all the communication I've had with the company.Sincerely, [redacted] ***

Dear Sir or Madam, We called passenger today at 12:15 p.m. and discussed at length her experience. As a gesture of goodwill, we will reimburse the fee paid for the reserved seats. Please feel free to contact us should you require additional information. Linda... S*Customer Relations North America Lufthansa German Airlines