Lufthansa German Airlines

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Dear *** ***,
Thank you for
your
correspondence forwarded by the Revdex.comWe appreciate your
patronage and this opportunity to address your concerns
We can certainly
understand your upset when you were charged an additional fee to change your
return date, especially in light of the circumstances prompting this journey
As per Lufthansa’s tariff filings with
the Department of Transportation, the special fare purchased incorporated
change fees are applicable after ticket issuanceLufthansa appeals to its vast
customer base by providing a variety of travel options while remaining cost
effectiveMany factors that can influence fares at any given time, to include
origin and destination, the season of travel, the length of stay, and the rules
and restrictions governing the requested fare, to name a few
A review of your
past dated ticket history confirms that the ticket purchased did require a
change fee 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
The additional
date change to travel on the February ** travel date required a USD
change feeThis fee plus an additional ad-collect fare of USDwas
collected at the airport on the day of travel
While we are
unable to comply with your request for a refund, we trust you will come to an
understanding of our stance
Sincerely,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:
[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,
*** ***

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

Thank you for your continued correspondenceWe 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.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 fare based on the available booking class and fares available to sell. The Lufthansa fare for EWR-XFRA-KBP was $2228.00,The Turkish fare for KBP-XIST-IAH was $3396.00The United fare for IAH-AUS was $0.00 Ten percent of the above fares is $562.00The tax is $65.26 The fare as calculated is correct.After further evaluation no new information has come to light warranting a change in our position.While we understand this may not be the reply you were anticipating we nonetheless are certain you will understand Lufthansa’s position in this matter

Regarding Revdex.com claim # ***. Lufthansa customer relations department spoke with *** *** and advised that the original reimbursement check has been stopped payment and a replacement check for USDis sent on November **, 2016.

Dear Revdex.com,
"Arial","sans-serif"">below email was sent to the passenger todayA refund of USD is being processed representing reimbursement for the advance seat resfee on orig / xld flights
Best Regards,
Gabrielle M***
LH & ** Customer Relations North America
Dear *** *** ***,
Thank you for your correspondence regarding your experience. We were sorry to learn of the circumstances that
prompted you to write to us and realize that
you have been waiting for quite some time for a response from us. Please accept our sincere apologies for our
delayed replyWe are currently experiencing a high volume of feedbacks from
our customers.
Because your time is valuable, *** Airlines 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. We trust you will take
comfort in the fact that the safety of our passengers and crew is always our
first priority.
When
flight irregularities do occur, we
expect airline personnel to assist all passengers and to do everything in their
power to hold inconvenience to a minimum.
As you have illustrated, the manner in which staff handles such
situations can significantly impact the perception of our customers and I apologize
you did not receive the courteous assistance as anticipated. Rest assured your comments have been taken
seriously and shared with Vienna station management
Our records confirm that the *** flight ** *** / Nov was cancelled due to bad weather (fog) in
Krakow In these instances, passengers are
rebooked to their final destination at the earliest opportunity, subject to
availability of seatsYour record indicates that your were rebooked on ***/
Nov from Krakow to ViennaSince you had misconnected with ***/Nov from
Vienna to Chicago, *** Airlines provided a hotel in Vienna and rebooked
you on ***/Nov
In the event of a flight irregularity due to extraordinary circumstances
beyond the control of an airline, we are pleased to provide care and assistance
in respect to overnight accommodations if necessary, meals and two telephone
calls.
If you did
incur any of the aforementioned expenses please submit to the below address
your receipts for any meal expense and phone expenses, but respectfully decline
any retro-active ticket fare adjustment due to the flight irregularity
Our Refunds
department will process a refund in the amount
of USD for the unused pre-paid
seatsPlease allow 3-weeks for the credit to reflect on your credit card
statement.
We realize
that may not have been able to offer you the *** Airlines service you have
come to expect from us and ask you to view this recent experience as an
exception to our usual fine standard of serviceThank you for your patience
and understanding
Sincerely,
Gabrielle M***
Customer Relations North America
Lufthansa German Airline
*** Airlines
PO Box ***
East Meadow, NY ***
USA
Tel.: ###-###-####
Fax: ###-###-####
e-mail: ***@dlh.de
Members of Star Alliance

Dear *** ***, Thank you for your correspondence and for your patience awaiting our replyWe 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 youRegrettably, 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 againSincerely, B B***Customer Relations North America Lufthansa German Airlines
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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

Thank you for your correspondence forwarded to us by the Revdex.comWe appreciate the opportunity to respondWe apologize that you did not receive the email we sent dated August ** We had also left a phone message September * but did not get a response back. We sincerely regret that we caused you inconveniences due to the delayed delivery of your baggage on your trip to KrakowWe can imagine what it meant for you to not have your necessary items as planned. In your letter you stated that you had to purchase some necessary itemsOf course we will reimburse these costs to you according to the legal regulationsPer our earlier phone conversation you had some additional expenses and we have agreed to send a check for USD $to be processed to reimburse your interim purchasesWe kindly ask to allow 2-weeks for processing. We regret that we are unable to refund your tickets as the contract of carriage has been fulfilledWe have sent you a Lufthansa 20% savings certificate to use for future travel as our gesture of goodwill, so that we may gain your trust once again. Thank you for your patience and understanding

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,
*** ***

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:
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,
*** ***

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:
[Your Answer Here]
I really appreciate that you took the time to Look into this matter. In London I was forced to pay $to buy Tickets that I already purchased months before. But as a result of your agent error the tickets wereNever issued properly. I 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 $now. I don't want to wait for other airlines or anything else. Let's settle this once and for all. I 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,
*** ***

From:
"Tahoma","sans-serif"Times New Roman";"> AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Tuesday, January 12, 11:AMTo: '***@***.com'Subject: ***/** DOT *** Revdex.com ***
Dear *** ***,
Thank you for your
correspondence forwarded by the Department of Transportation and the RevDex.comNothing is worse than losing the confidence of a valued
customer, thus we sincerely regret leaning that we have given you cause for
disappointment and concern
We realize that flight
scheduling can make the difference to suit our customers’ needs, and every
effort is made to effectively meet the travel requirements from our broad
customer base. This is why Lufthansa offers customers a broad range of
fares. Many factors that can influence fares at any given time, to
include origin and destination, the season of travel, the length of stay, and
the rules and restrictions governing the requested fare, to name a few
Regrettably, at the time you arrived to chein Lyon, flight
LH ***, was already finalized. For security reasons there was
insufficient time to accept you on this flight, and still meet the take-off
slot designated for departure by Air Traffic Control. Therefore, it was
not possible to accept you for travel, despite this flight still being on the
ground at this time. We fully realize our explanation cannot erase your
disappointment under the circumstances. We have no doubt this was an
unsettling and frustrating experience for you, and we regret the unfortunate
position this situation placed you in due to the chedeadline not being
met due to weather and traffic conditions
Each airport has a designated chedeadline which must be
observed in order to ensure the proper completion of government exit
formalities and a punctual departureOnce this deadline is reached, The flight
is then officially closed to ensure an on-time departure plus allowing
sufficient time to conclude prescribed security, i.ebaggage, screening, long
lines at the check points and the distance to the departure gate
Based upon IATA guidelines,
tickets are only valid for transport if they are flown in sequence
Subsequently after departure of flight LH ***, your entire itinerary was
cancelled since you were not boarded as booked. This is common industry practice
among all carriers whereby the computer is programmed to do a flight check and
then automatically cancels all non-boarded passengers.
Your onward reservation was
cancelled due to the “no-show” procedure outlined aboveThe original e-ticket
was no longer valid for travel and we regret any misunderstanding that may have
been communicated to you regarding this matter. Therefore, your request
for a full refund of your ticket is respectfully denied
A request for a refund of the
taxes of the unused ticket 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
*** ***, we fully realize
our explanation cannot erase your disappointment under the circumstances.
It is our hope you will draw on your positive experiences and allow us the
opportunity to welcome you on board in the near future. Thank you for
your understanding
Sincerely,
BM***
Lufthansa German Airlines Customer
Relations North America P.O.Box
*** *** *** *** East
Meadow, NY *** USA Fax:
*** *** E-mail: [email protected]

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

"Arial","sans-serif"">Dear
Revdex.com,
Please
see our reply to *** *** concerning her and her family's recent journey with Lufthansa on
August 6,
Kindly
contact me should you require additional informationBest
regards,
Sabina
Wills
From: M***, DELIA Sent: Friday, September 05, 1:PMTo: '***Subject: *** ***
Dear ***:
We refer to your e-mail correspondence of August 23, and appreciate the opportunity to comment.
We very much regret the circumstances described and would like to extend our warm wishes for your son’s wellbeing It was pleasant to learn that your son *** received medical attention during the flight; however regret the subsequent sequence of events. We trust that you would understand that the decision to divert the flight to *** was taken in the interest of safety for your child; especially, since an accurate diagnosis could not be obtained in a non-medical environment such as an aircraft in flightApparently, your son’s symptoms could have indicated various serious situations, reason for which the decision to divert was made; this way he could receive the appropriate diagnosis and necessary treatment as promptly as possiblePlease allow us to point out that in compliance with the regular method of conducting business activities, Lufthansa, as well as all air carriers, is required to exercise extreme care in the acceptance of ill or incapacitated passengers. Consequently, in the interest of safety, when a passenger reports a medical condition, it is mandatory that a professional medical opinion and recommendation be sought before such passenger can be accepted for travel. It is understandable that you, or any other passenger, in such circumstances, may not be able to completely understand nor appreciate the strict preventive measures that air carriers are obligated to follow in order to ensure safe transportation. We sincerely regret any related inconvenience as well as the undesirable accusations made against our company
We would like to note that once the medical clearance was presented, Lufthansa was prepared to transport you and your family to the final destination free of charge, and regret that you opted different and that our safety measures did not prove satisfactory to you
Regrettably, based on the above described, Lufthansa is not in a position to honor your requested compensation, and hope for your understanding
***, we realize this may not be the reply you anticipated and sincerely regret your disappointment. It is our hope that in a not so distant future, you will afford us the opportunity to regain your trustSincerely,
Delia M***On behalf of
Lufthansa German AirlinesAustrian Airlines
Customer Feedback North AmericaPO Box 425East Meadow, NY 11554USAFax: ###-###-#### e-mail: ***
lufthansa.comaustrian.comMembers of Star Alliance

*** *** *** *** ***
*** *** *** *** *** *** **
*** ***
*** ***
*** *** *** ** *** ** ** *** ***
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

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

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:
[Your Answer Here]
Let me again reinstate that you listen to the complete recordings and see for the following points : It was your representative which asked to cancel the waiting list and then booked us on the wrong flight (which we could not even board)Which if considered took us out of the best option also and threw us into uncertainty and to be handled by rude and inefficient airport staff for lufthansaIt was misinformed by the Lufthansa representative that for the evening booking that we are getting through United, We passengers shall be responsible for everything to locate our baggage from where it is presently (which could have been on empty flight also which lufthansa chose to fly out being inconsiderate towards the stranded passengers they had) and re-book for the different carrier flightOwing to the already unending waits previously in the lines there and the uncertainty and the way we were being treated at the airport , and kids getting more sick by each passing minuteWe were forced to believe that taking the business class is the best optionAt that point of time the little kids I had with me were not able to take this traumatic situation and we had to go over and stretch our spending power to get out of through the only certain window shown, which was the business class ticket availability and surety of baggage handling by the airlines themselves.The situation dilutes a lot when you question it now but at the time this all could have been avoided if your staff was able to efficiently guide and book us into the right situations (and be considerate towards the kids and them getting sick). When you talk about handling this unavoidable delay situation and handling extra passengers, I would like to put some clarity into it that : Lufthansa despite having so many stranded passengers , decided to fly the flight empty instead of taking passengersThere were no arrangements of extra flights or schedules changes to accommodate this situationLufthansa decided to open only 2-counters to handle the extra volume and made no effort to extend work times or staffEven though passengers were called in to counters in morning 6:amThere was no-one at the counters till 9:am to even look at extra volumeSo please do not even say that you were planned and handled the situationYou just went on with your routine as if nothing has happened and turned a blind eye to the troubles of the stranded passengers and did not put any extra effort to resolve the matter or even expedite. Just saying sorry that you could not handle the situation and ignored sick kids and troubled passengers is just shrugging off and expect the passengers to just take the trouble and keep silent about it.I have not deposited your $check that you have sent and intend to be rightfully reimbursed for this situation
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 resolveddays after their initial promise, Lufthansa finally did refund the money they owed
me
Sincerely,
*** ***
Image already added

Dear **and *** ***, Thank you for your correspondence forwarded by The 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 KrakowWe can imagine what it
meant for you to not having your necessary items as you had plannedIn your letter you stated that you needed to purchase some items in replacement. Of course we will reimburse these costs to you according to the legal regulationsYou may receive reimbursement for half of the costs for outerwear, shoes and other items that you can use permanently, and the full cost for the replacement of underwear and toiletries. Please scan and attach your receipts so we can review for proper compensationWe will reimburse via check, so please verify your mailing address in the United States and allow 2-weeks for processing. Thank you for your understanding and we would be pleased if you gave us the opportunity to regain your trust in the near future