Lufthansa German Airlines

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

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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

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

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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*** & *** ***
?
?

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,
** ***
?

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
?
?
?
?
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
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
?
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
?
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