Lufthansa German Airlines

Dear *** ***,
We are sorry
once again if we have disappointed you with our response
Our flight crews have certain
limitations of operating hours per flight from the time they arrive at the
airport until their arrival at their final destination. When they have exhausted this time, they must
be deactivatedAs the Lufthansa flight *** had already been delayed for one
hour and minutes and it was determined since there were no returning passengers
to the gate area, indicating further delays, that if the flight did not depart
soon, then it would have to be cancelledThe arriving flight into Washington,
in turn, was to return back to Frankfurt as the *** the same day which had also
been fully booked with passengers
Unfortunately we do not
have spare aircrafts parked in FrankfurtAll our aircrafts are serviced and operate
on a regular basis
There were departing
and arriving flights that had to be cancelled on August **As a result, the
flights on the following day were fully booked due to rebooked passengers;
however there were also many passengers who did not arrive in Frankfurt due to cancellations
on the prior day which made it possible for many waitlisted passengers to be
accommodated on flights
Passengers who are booked
as waitlist or who show up at the airport and would like to travel on an
earlier flight because of a flight irregularity, can be placed on waitlist for a
flightsIt is the time of cheand fare that is paid, as well as the
status with Lufthansa a customer has, that will determine the priority from the
waitlist on a flightTherefore whether you are booked waitlist or not and arrive
at the airport early, a passenger will have the same priority
We would also like to
advise you that recordings made to our Call Center are used for quality assurance
and training purposes only and therefore are not saved
As previously stated, we would like to
remind you once again, that the irregularity you and your family experienced on
August ** was out of Lufthansa’s control as it was mandatory by the airport
authorities and police that all passengers who already boarded their flights or
had gone through the security checkpoint, vacate the gate areas and go through
security once againPlease be advised that security
screening checkpoints at Frankfurt are handled under the jurisdiction of the federal
or local transit authority, which operates independently of Lufthansa and other
passenger carriers
We
realize traveling with children can be stressful at time even under optimal
conditions and we sincerely regret that you and your children had been inconvenienced
as a result of the security breach at the Frankfurt airport
We
have reviewed your case in detail and conclude that no new information warrants
a change in our decision
Sincerely,
** ***
Lufthansa Customer Relations North America

To whom it may concern,We contacted *** *** on February 23, via phone regarding his feedbackAn apology was given and accepted regarding the time frame it has taken to contact him regarding his request for reimbursement for excess baggage feesWe advised that we would
reimburse the excess baggage fees of $USD that he paid in addition to $USD for the damaged bag that occurred on his return flights on January 8, We also offered $per passenger for a total of $USD as a gesture of goodwill*** *** was happy that he received a phone call to discuss his feedback and was very happy with resolution.Kind regards,Tanya C*** Customer Feedback North America Lufthansa German Airlines*** *** ***East Meadow NY ***Fax: * ***Email: [email protected]***.com Members of *** ***

From: AW/P-C, NYC
CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, October 05, 12:PMTo: '***@***.com'Cc: '***.***@***.com'; '***[email protected]'Subject: ***/bf ***
Dear ***,
Thank you for the correspondence from *** *** and the Chicago Revdex.com and for choosing Lufthansa for your travel plansPlease be advised that due to German privacy laws we must respond to the passenger directlyWe 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 collection of the excess baggage fees in Chennai on July and regret any misunderstandingLufthansa has set specifications for luggage which take into consideration the size and how heavy the piece isOur Economy Class passengers are permitted one piece of hand luggage each not exceeding 8kg and the size may not be larger than 55cm x 40cm x 20cm plus one suitcase to be checked in free of charge to and from Europe, not exceeding 23kg or 50lbs with a maximum size of 158cmThere is an exception for passengers traveling to India which permits a second luggage free of charge when traveling on a Lufthansa marketed or operated flights
We 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
***, our response may not be the one anticipated and we appreciate your understanding of our positionWe value your patronage and it is our hope that you will consider Lufthansa once again for your future travel plans
Sincerely,
BM***
Customer Relations
North America

At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ***, however my complaint has NOT been resolved because:
They have agreed to a full refund based on my complaint and requestI am still awaiting the refund to post to my credit cardThey
advised it could take up to weeks after it was submitted to accounting.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am waiting for United Airlines to verify a refund amount in order to further process this claimThe passengers wife and children are flying back on August * and I need to wait for travel to be completetd before United will review their ticketsI have assured *** *** that I will help him and have asked him to be patient as I need to wait for United to answer. I can not authorize any further compensation until I hear from United Airlines. Thank you for your understanding.Sincererly, *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolveddays after their initial promise, Lufthansa finally did refund the money they owed
me
Sincerely,
*** ***
Image already added

Thank your for your correspondence forwarded by The Department of Transportation and Revdex.comWe appreciate the opportunity to respond.We sincerely regret that we caused you inconveniences due to the delayed delivery of your baggage on your trip to CairoThank you for communicating
your frustration to usWe can imagine what it meant for you not having the necessary items for your family as you had plannedWe apologize for all inconveniences. Although your delayed bag claim is filed with Egypt Air, ***, we will handle your reimbursement to avoid any further delay in processing your claim to conclusionWe have sent a check for USD $to cover the expenses you incurred for interim purchasesPlease allow 2-weeks for processing. Please note that the additional compensation you are referring to in your correspondence dated July ** applies to involuntary denied boarding and not for flight cancellationYou have been compensated the correct amount EURUSD $equivalent per person according to EUregulations for the cancellation of Lufthansa flight LHon June **. We have sent the unused flight coupon London to Cairo to United Airlines for processing a refundYour ticket can already be processed however your wife and children’s unused coupon can only be refunded once all travel has been completed. Thank you for your understanding and we would be pleased if you gave us the opportunity to regain your trust in the near future

At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ***, however my complaint has NOT been resolved because:
They have agreed to a full refund based on my complaint and requestI am still awaiting the refund to post to my credit cardThey
advised it could take up to weeks after it was submitted to accounting.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am waiting for United Airlines to verify a refund amount in order to further process this claimThe passengers wife and children are flying back on August * and I need to wait for travel to be completetd before United will review their ticketsI have assured *** *** that I will help him and have asked him to be patient as I need to wait for United to answer. I can not authorize any further compensation until I hear from United Airlines. Thank you for your understanding.Sincererly, *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

*** *** *** *** ***
*** *** *** *** *** *** **
*** ***
*** *** *** ** *** ** ** *** *** ***
*
Dear *** ***,
Thank you for your correspondence forwarded by
The Revdex.comWe regret to learn of the disruption to your journey on July
** and December *,
Kindly allow me to explain that ** *** from Frankfurt to
San Francisco on July **, is owned and operated by United flight ** *** With regard to immediate care and compensation, inquiries need to be directed
towards the operating carrier as only they have access to flight operations
dataWe are therefore unable to determine the reason for the flight
irregularity or if there may have been any extraordinary circumstances
surrounding the flight
In light of good customer service; we try to avoid
sending passengers to another airlineIn this particular case, however, we
must refer you to United as the operating carrier of the affected flightThey
will be solely responsible for providing information about the flight, the
handling and/or compensation
We know our customers expect their flights to operate as
scheduled and we make every effort to do soEven though such occurrences are
rare, adverse weather, air traffic congestion, etccan interfere with the
operations of all airlines
Because many factors can affect operating conditions,
schedules may be affectedWhen flight interruptions do occur we, of course,
expect our personnel to assist all passengers and to do everything in their
power to hold inconvenience to a minimum
Our records confirm that flight LH from Frankfurt to
Mumbai on December *** experienced an irregularity as the inbound flight
weatherWe regret to learn that you missed your rebooked flight due to
immigration and baggage transfers
Please allow us to clarify that as per EU guideline
effective February ***, 2005, Lufthansa is obligated to reimburse a delayed
passenger for direct costs related to a flight delayFurther consideration is
not mandated and we regret an apparent misunderstanding regarding entitlement
that may have been communicated to youYour request for a refund of your
ticket is respectfully denied
In this instance, we will certainly refund reasonable
incidental costs incurred, i.etwo telephone calls and meals as needed at the
point of the irregularity not absorbed by the airlineKindly forward your
original receipts so that we may review your claim
Sincerely,
BM***
______________________________
Customer Relations North America
Lufthansa German Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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,
*** *** ***

Dear *** ***, *** Thank you for your correspondence forwarded to us by The Revdex.comWe apologize for the delayed response. We have sent your request for the ticket invoice and fare breakdown again for priority handlingWe appreciate your
patience. According to our records any refund due on your return unused flight coupons has been processed to your *** card on December *, Each ticket was refunded USD $which are some of the taxes. May we kindly comment that to remain competitive, Lufthansa provides a range of fares to accommodate the needs of our customersEach fare type incorporates conditions which must be observed when changes or cancellations are requestedIn general, the lower the fare the more restrictive the ticketThe fares, along with the conditions and restrictions of the fare are filed with the governments of the countries involvedLufthansa is obligated to abide by the published conditions of the fare.The fare you purchased was non- refundable and only allowed changes with a change fee and any additional collection should the same fare type not be available on the new travel dateWe apologize but we are unable to offer any further refund for the return flights. While we understand you are disappointed with Lufthansa, we hope you will consider Lufthansa when making travel plans. Sincerely, MsJR***______________________________ Customer Relations North America *** *** ***
*** *** ***
*** *** ** ***
*** *** *** *** ***
*** ***
*** *** ***

Dear ***
***,
Following
is our response to your to your subsequent correspondence addressed to the Revdex.com
Our refund
department has adjusted the refund amount of the previously mentioned tickets
to the quoted refund amount of USDeach, therebey refunding USD196.86,
USDand USDrespectivelyThe amounts will be reflected on the
credit card accounts used for payment within the next business daysPlease
note refunds are processed back to the original form of paymentAs you
mentioned, you have since cancelled one of the accountsYou would need to
contact that financial institution for reimbursement
Kindly
note that the possibility to rebook your flights due to flight schedule changes
was offered well in advance of your scheduled travel datesThe request for
ticket refund was a voluntary choice on your part. Lufthansa respectfully
declines your request for complementary transportation
NM***
Lufthansa
Customer Relations North America

Dear *** and *** ***,
Thank you for your continued correspondence
We were sorry to hear that your family was unable to travel as planned on August
** on your connecting flight to Washington due to security breach at the Frankfurt
airportAs an airline, we would have
obviously preferred to operate this
flight as scheduledWe understand that the unclear nature of the situation was
very uncomfortable for our passengers, as our staff also received a limited
amount of information from the airport security authorities
We regret that you had to wait for a
very long time on line at our service counter for the rebooking of your flight,
as well as on hold for the Call Center, especially since you were traveling
with young childrenAlthough Lufthansa is prepared for irregularity
situations, it was not easy to care for such an overabundance of passengers all
at once
We understand that you were extremely
unsatisfied with staff and you rightly expect our local staff to offer every
assistanceWe sincerely apologize that this was not the case on August **;
although Lufthansa is prepared for irregularity situations, it was
not easy to care for such a dimension
of passengers at onceOn behalf of Lufthansa, we sincerely apologize for the
disruption to your travel plans and all inconveniences
When unexpected flight irregularities
do occur, we expect our staff to assist all passengers and to do everything in
their power to hold inconvenience to a minimumIn these instances, passengers
are rebooked to their final destination at the earliest
opportunity, subject to availability
of seatsAccording to the history of your reservation, our staff had
waitlisted your family for the following day on *** to WashingtonWe
understand the flights were later changed to ***, operated by UA; however
you had decided to upgrade to the Business Class compartment on the earlier
flight *** since the economy class had been fully bookedUnfortunately, we
are unable to provide you with the positive response you are seeking regarding refund
of the fare difference
We would like to inform you that the
irregularity you experienced was out of our control and therefore Lufthansa is
not liableAs previously indicated in our prior reply to you, we have already mailed
a check for USDto you as a contribution toward your direct care expenses due
to your extended stay at the airport since you were unable to overnight at a
hotel because you did not have a Schengen visa which is required by the German
government in order to leave the airport
We regret that we were not able to
meet your expectations on your recent journey; however it would be a great
privilege if you allowed us to welcome you and your family on board a future
Lufthansa flight once again
Sincerely,
AA***
Customer Relations North America
Lufthansa German Airlines

Dear *** ***, Thank you for the correspondence forwarded by the Revdex.comWe appreciate the opportunity to respond As per the conversation of September *, a request for refund has been forwarded to our refund departmentPlease allow two weeks for review and processing to the original form of payment and two billing cycles for a credit to appear on an credit card statement

*** *** *** *** ***
*** *** *** *** *** *** **
*** ***
*** ***
*** *** *** ** *** ** ** *** ***
Dear *** ***,
Thank you for your continued
correspondence forwarded by te Revdex.comWe are sorry to have
disappointed you with our responsePlease 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
We can certainly
understand your upset when you were charged an additional fee to change your
return especially in light of your health concernsAs per Lufthansa’s tariff
filings with the Department of Transportation, the special fare purchased
incorporated rebooking fees which are applicable after ticket issuance
A review of your past dated ticket
history confirms that the original ticket purchased did require a change fee of
for each date changeThe initial date change fee of
USDfor travel on the February **
travel date was waived as you upgraded
your ticket to a
restrictive Business Class fare
Your rebooked
itinerary and ticket was issued against a special Business Class fareThe
conditions of this fare require a collection of USD in the event of
changes to the itineraryThe fare does not provide a medical waiver for
illnessTherefore, the additional date change to travel on the February ** travel date required a USDchange feeThis fee plus an additional
ad-collect fare of USDwas collected at the airport on the day of travel
We can assure you, this collection was not arbitrary
After further evaluation no new
information has come to light warranting a change in our positionYour request
for a refund is respectfully denied
We regret that we were not able to meet
your expectations, however it is our hope that you will continued to place your
trust in Lufthansa as we look forward to serving you in the future
Sincerely,
Lufthansa German Airline

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Thank you for your correspondence forwarded by the Revdex.com regarding travel with your infantWe appreciate the opportunity to respond.Nothing is worse than losing the confidence of a valued customer; thus we sincerely regret learning of your disappointmentPlease allow me comment as
follows: “Infants” (lap children) are defined per IATA rules as passengers under the age of years and are therefore required to be ticketedWe apologize if you were not advised of this requirement by your travel professional prior to ticket purchase.We apologize for any misinformation you may have received however, please note that the fare purchased forms part of the existing air tariff as filed with the Department of Transportation.A review of your booking indicates that the infant ticket was purchased on the day of travelAs such, the fare purchased did not have an advance purchaseThe fare was calculated with a 10% infant discount of a full roundtrip fareThe fare as calculated was correct, therefore your request for a refund is respectfully declined.While we understand this may not be the reply you were anticipating we nonetheless are certain you will understand Lufthansa’s position in this matterWe trust that your flights with Lufthansa were otherwise pleasant, and it will be our pleasure to welcome you soon again on board.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***