Lufthansa German Airlines

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

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: e] This is picture of my sick father you think I want to fly living him like this I was waiting for hospice for him and I will contact news regarding this matterIn situations like this airlines making fortune In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

sent 01SEP2016 Dear [redacted] Thank you for your correspondence forwarded by the Revdex.com and for the opportunity to reply Our refund department has advised that the USDfees were refundedTwo $fees were credited to [redacted] on July *, and one $fee was credited to [redacted] on August **, Kindly allow two billing cycles for a credit to appear on your credit card statement We appreciate having the opportunity to respond and assure you of our interest to be of continued service Sincerely, B.M***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that I will await the weeks for processing and credit card cycles to confirm the credit has been receivedIf not received I will open another ticket with the Revdex.com.? Sincerely, [redacted] ?

Dear [redacted] ***,? Thank you for your correspondence and for your patience awaiting our reply We are grateful for the opportunity to address your concerns.? Situations which are beyond the passengers’ control may negatively affect travel plansWe can certainly understand your disappointment and frustration that you were unable to find a quick resolution to your ticketing situation.We regret the resulting inconvenience for you Regrettably, we must inform you that the type of tickets you purchased are non-refundable and do not allow changes.? With regard to the refund of any unused taxes, we must refer you to your travel agency that issued your ticketsPlease also note that Customer Feedback has no authority to offer ticket refunds of any kind, even in difficult situations such as yoursAny such requests must be addressed with the issuing travel agencyOur response may not be the one anticipated and we regret not being able to offer you more assistance.? Rest assured our position in no way suggests that we are insensitive to what happened.? We remain committed to quality customer service and hope that you will reconsider and allow us the opportunity to welcome you on board Lufthansa again Sincerely, B B [redacted] Customer Relations North America Lufthansa German Airlines [redacted] ? [redacted] ***? [redacted] ? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

"Times New Roman Please see the response sent in reply to ID [redacted] From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, January 18, 4:PMTo: ' [redacted] @***.COM'Subject: [redacted] / [redacted] Dear [redacted] , Thank you for your correspondence The USD is refund handling fee which applies for fully flexible tickets in Nigerian marketOur refund department contacted the passenger [redacted] in December regarding this issueField Office denied waiving this fee Exceptionally, your request for a refund has been forwarded to our refund departmentKindly allow three weeks for review and processing to the original form of payment and allow two billing cycles for a credit to appear on a credit card statement Sincerely, BM***

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] I really appreciate that you took the time to Look into this matterIn London I was forced to pay $to buy Tickets that I already purchased months beforeBut as a result of your agent error the tickets wereNever issued properlyI don't want to wait to get reimbursed for this You already sent me $as a partial payment For those tickets, but to be fair I need the remaining Balance of $nowI don't want to wait for other airlines or anything elseLet's settle this once and for allI would really hate to go to a small court for Such amountIt would cost more in legal And attorneys' fees In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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