Lufthansa German Airlines

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 *** *** ***
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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

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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,
*** ***

*** *** *** *** ***
*** *** *** *** *** *** **
*** ***
*** ***
*** *** *** ** *** ** ** *** *** ***
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,
*** ***