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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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.The issue in this complaint was resolved by the business and I am satisfied with the resolutionPlease mark it as such in your system.Thank you!
Sincerely,
*** ***
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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,
*** ***
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Dear **and [redacted],? 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.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 operations. This 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 complaint. You 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 place. Now 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 them. You 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 situation. Yes, travelling with kids is tough and authorities not taking responsibilities of their issues is as stressful. I 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.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Dear [redacted],[redacted]'s feedback number is [redacted] and he was reimbursed in the amount of $149.62 USD on June *, 2015. This was for Property Irregularity Report [redacted] and represents 50% reimbursment for clothing and 100% for toiletries/undergarments while the one bag was...

delayed from May **, 2015 until May **, 2015.Sincerely,[redacted] Lufthansa German Airlines[redacted]Fax: ###-###-####Email: [redacted] lufthansa.com[redacted] Members of Star Alliance

Dear [redacted],
Thank you for your continued
correspondence. We can certainly understand your upset when you were charged an
additional fee to change your flights from Warsaw.
 
Your feelings given the
circumstances as described are certainly understandable.
A review of your ticket
indicates that the non-refundable restrictive purchased incorporate change fees
which do not provide any provisions for medical emergencies.
 
However, we would like to be
of assistance. We value your patronage and as goodwill the rebooking fee will
exceptionally be refunded. A check in the amount of USD300.00 will be received
within the next three weeks at your Huntington address.
 
We are grateful for the opportunity to review your
situation and look forward to welcome you on board under more pleasant
conditions
 
Sincerely,
Lufthansa German Airline

Revdex.com:At this time, my complaint, ID [redacted] regarding Lufthansa German Airlines has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted] 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 $1562 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 $668 as a partial payment For those tickets, but to be fair I need the remaining Balance of $894 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 amount. It 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,
[redacted]

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 USD300.00 fees were refunded. Two $300.00 fees
were credited to [redacted] on July *,...

2016 and one $300.00 fee was credited
to [redacted] on August **, 2016. 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]

Dear [redacted],
 
We have
reviewed [redacted]’s reservation in regard to this complaint regarding his
return reservation from Los Angeles to Izmir via Munich originally booked for
June *, 2015. According to the file history, in October 2014 there was a summer
schedule...

change that cancelled our Munich to Izmir flight on June *. There was
an automated rebooking to leave 1 day earlier with a message to the reservation
owner and ticketing agent Orbitz. It would then be Orbitz’ responsibility to
notify the passenger since they are in possession of the passenger contact
information.
 
Then in
December 2014, our schedule Munich to Izmir changed which resulted in the
cancelled booking for their June *, 2015 flight.  Once again, the flight
was automatically rebooked, but this time to leave Los Angeles June [redacted]
connecting Munich to Izmir on June * since there was no service on June * from
Munich to Izmir. This information was sent to [redacted] to advise the passenger.
 
On January *, 2015, [redacted] had contacted our agency desk and was given a waiver to rebook
the passengers on an involuntary basis to possible more suitable flight. A day
later, [redacted] contacted our reservation call center and was advised to
contact [redacted] for rebooking since they had been given authorization to rebook
due to the schedule change. There was no other action taken in either
reservation ([redacted] and [redacted]).
 
[redacted]
has since been in contact with our refund department for a partial refund of 3
of the 4 partially used tickets. The ticket for [redacted], [redacted],
was refunded July **, 2015 in the amount of USD727.59. Tickets for [redacted]
[redacted], [redacted] and [redacted], [redacted], were refunded July **,
2015 each in the amount of USD728.59. All refunds are returned to the original
form of payment. The ticket for [redacted], [redacted], is fully used and
therefore no refund processed.N.M[redacted]
 
Lufthansa
Customer Relations North America