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

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*** *** *** ***Dear *** ***,Thank you for your correspondence and for the correspondence forwarded by theRevdex.com.Nothing is worse than losing the confidence of a customer; thus we sincerely regretlearning of your disappointment.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 ourbroad customer baseLufthansa offers customers a broad range of faresManyfactors 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 therequested fare, to name a few.According to your record, your ticket was issued against an economy fare ticket withrestrictionsWe apologize for any misinformation you may have receivedHowever,as advised by our call center staff, please note that the ticket is non-refundable andforms part of the existing air tariff as filed with the Department of Transportation.Kindly refer to your confirmation from GoogleUnder the category ”Change FeeWarning” is the notice that “Lufthansa may charge change fee for itinerary changesor cancellationsPlease see here for more information” This is where thecancellation terms of your fare were availableIn addition, by selecting BOOK, thepassenger agrees to Google and Lufthansa terms and conditions, privacy policy andapplicable fare conditions.The fare is non-refundable and your request for a refund is respectfully declined.Our refund department has advised that the applicable refundable tax of USD88.69for ticket number *** was credited to ***…*** on July **, 2017.Kindly allow two billing cycles for a credit to appear on your credit card statement.While we understand this may not be the reply you were anticipating wenonetheless are certain you will understand Lufthansa’s position in this matter.Sincerely,BM***______________________________Customer Relations North AmericaLufthansa German Airlines*** *** ***
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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:
While it is true that the ticket was no changeable and non refundable, the airline canceled my *return* 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,
*** ***

Dear Sirs:Please be advised that the check for $was issued on July **, 2015. it was mailed to the address provided by passenger *** which is different than the one shown on your correspondenceWe will check with our bank, place a stop payment and issue a replacement to be sent
to the address she provided you.Accordingly, we close this fileThank you for your kind cooperation.Sincerely,Delia M***on behalf of Lufthansa German Airlines***

Revdex.com:At this time, my complaint, ID *** regarding Lufthansa German Airlines has been resolved
on 01/**/16, I had gotten
an email from United Airlines asking for receipts to be mailed to them for reimbursement, which I did and I just found out today that my father is being issued a check that has been sent to Liberty Travel? I believe the reason he is getting a check is because of your efforts? I am so sorry I forgot to mention that I had gotten an email from them, it was actually United who responded, not Lufthansa, so this is where the confusion was? I was going through a busy time a few weeks ago with work and I sent in the receipts, and I ? never followed up with them because it's very difficult to get through on the phone, and it takes them months to respond to emails, ? please accept my apology and thank you again for assisting my father with this important matter? I am very satisfied with the services of Revdex.com and this is the second time in two months ? that there were issues from the airline strike that you helped with, I am so happy that thanks to you and the ? Revdex.com he is getting his money in a timely fashion, thank you so much!
Sincerely,*** ***

Dear *** ***,? 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***Customer Relations North America Lufthansa German Airlines
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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:
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*** & *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
** ***
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Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines? regarding complaint ID ***I spoke with a customer service rep prior to filing this complaintThat is all the communication I've had with the company.Sincerely,
*** ***

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[redacted]

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:
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
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
** ***
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Dear *** ***
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Thank you for
your correspondence forwarded by the Revdex.com and for your patience while we reviewed your requestWe attach
the utmost importance to the concerns of our customers
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We are sorry for the frustration you expressed in your
correspondence which was a result of your bookingPlease accept our apologies
for the resulting inconvenience you encountered in your attempts to rebook the
itinerary
?
We appreciate your understanding that Lufthansa offers
customers a broad range of faresMany 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
fewThe nonrefundable ticket purchased incorporated restrictions once
ticketedWhile we regret any miscommunication, the fare purchased required a
rebooking fee for all changes
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We of course want to be of assistance and a booking was
made for the lower fareThe ticket number is ***? Kindly refer to
the travel information emailed on April *, The fare difference,
USD326.00, has been forwarded to our refund department for a credit to the
original form of paymentKindly allow two weeks for processing and two billing
cycles for a credit to appear on a credit card statement
?
We hope our services have otherwise met with your
expectations
?
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.]
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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? ? ? Dear *** ***, ? 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*** ? Customer Relations North America Lufthansa German Airlines
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Dear *** *** ***,
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
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Revdex.com:At this time, my complaint, ID *** regarding Lufthansa German Airlines has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

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.?

At this time, I have been contacted directly by Lufthansa Group? regarding complaint ID ***, and received a satisfactory commitment of resolution from the companyThe company has agreed to compensate me for certain items, as requestedThis resolution was made via phone, and I am waiting
to receive the payment in the mailI received notice that the cheque was mailed on Friday December **? 2017, via regular mailAs soon as the payment has been received, I will notify the Revdex.com that this aspect of my complaint has been resolved.? ? ? The secondary issue of my complaint is that I would like Lufthansa group to make their baggage claim policy public on their website, or if it is already public, point me to where I can find itI would like the company to address this secondary issue so future customers do not have to go through a similar complaint system in order to seek resolution
Sincerely,
*** ***l

Dear [redacted],In regards to your Customer Relations Feedback claim for Total Loss we have paid the maximum liability amount as per the Montreal ConventionThe Special Drawing Rights (SDR) is and converted to USD with the rate of exchange from the date of the original baggage delay of July
*, equals $USD.As your claim amount exceeds this amount we are only able to reimburse this amountA check was sent to you on November **, 2016.We regret to hear of the inconvenience that was caused with the initial delayed bag and then our Central Baggage Tracing determining it as a Total LossBaggage is actively traced for days then after this time it is retired from active tracingHowever if the bag is located after this date it will be delivered to your permanent address that you provided on your Property Irregularity Report.Thank you for your understanding.Sincerely,? Tanya C[redacted]

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]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.? ? ?
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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