Lufthansa German Airlines

Dear [redacted],  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 issued. You 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 airline. We 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 fare. You 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[redacted]  Customer Relations North America Lufthansa German Airlines
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]  [redacted]
[redacted]  [redacted]
[redacted]
[redacted]

Dear Sirs:Please be advised that the check for $673.00 was issued on July **, 2015.  it was mailed to the address provided by passenger [redacted] which is different than the one shown on your correspondence. We 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 file. Thank you for your kind cooperation.Sincerely,Delia M[redacted]on behalf of Lufthansa German Airlines. [redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
Dear [redacted]
 
Thank you for...

your correspondence forwarded by the RevDex.com and for your patience while we reviewed your request. We 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 booking. Please 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 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. The nonrefundable ticket purchased incorporated restrictions once
ticketed. While 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 fare. The ticket number is [redacted] Kindly refer to
the travel information emailed on April *, 2017. The fare difference,
USD326.00, has been forwarded to our refund department for a credit to the
original form of payment. Kindly 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

Dear **. [redacted],
 
Thank you
for your correspondence and for choosing Lufthansa for your travel needs. We are sorry for the inconvenience you
experienced when the Lufthansa flight [redacted] on April14 to Frankfurt which first
had been delayed and then later had cancelled until the following day since the
inbound flight to Houston had diverted unexpectedly to Dallas due to the local
weather conditions. We can only imagine your frustration. It is our aim to provide
a worry-free travel experience for all passengers and like you, we are
disappointed when this goal is not achieved. 
 
Because your time is valuable, Lufthansa 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. Despite our best efforts, many factors beyond our
control may impact flight operations and while we can certainly understand your
frustration, we appreciate your understanding that all decisions are made with
the safety of our passengers and crew first and foremost. 
 
When unexpected irregularities do occur, we expect our
staff to assist all passengers and to do everything in their power to hold
inconvenience to a minimum. In these instances, passengers are rebooked to
their final destination at the earliest opportunity, subject to availability of
seats. We were sorry to hear that there were very long lines at our service
counter in order to obtain information for the rebooking of your flight to your
final destination of Tel Aviv. We understand that our staff had also offered
you the option of contacting our Call Center and which you had tried to do so
upon your return home; however due to the heavy amount of calls during this
time, you were unable to get through. We can certainly understand your disappointment.
We also understand that you had decided to rebook your departing and return
flights via our online website; however since there was a voluntary change to
your return flights back home to Houston, there was required a penalty charge
due to the restricted ticketed fare that had been originally purchased.
 
We were sorry that upon contacting our Call Center for further
assistance with your rebooked flights, our staff was unable to process a refund
for the rebooking charges since the irregularity of your flight had only affected
your departing flight and not the return. It is regrettable that you had
decided to cancel your entire ticket and journey. We would like to be of
assistance to you and therefore have contacted our Refund Department who has
processed a full refund of all three tickets plus the rebooking charges which should
appear as a credit on the original credit cards that were used for payment
within the next few days. On behalf of Lufthansa, we sincerely apologize for
the disruption to your travel plans and all inconveniences.
 
**.
[redacted], we value your patronage and ask for you to view this experience as an
exception to our performance and assure you and your family that we will strive
to ensure that your future flights with us will again meet your expectations.
Thank you for your patience and understanding.
 
Sincerely,
 
[redacted]
Customer
Feedback North America Lufthansa Group
Lufthansa
German Airlines
Austrian Airlines
Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
Tel.: ###-###-####
Fax: ###-###-####
e-mail: [redacted]
lufthansa.com
austrian.com
Members of Star Alliance

We spoke to the passenger and reached a resolution. Call date: 29JULY2016.

Dear [redacted],
Thank
you for your correspondence forwarded by the Revdex.com. Being 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 USD300.00. Therefore, 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

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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the FULL REFUND  of charges on booking code: [redacted] and [redacted] was not done. A refund of 464.74$  with a transaction dated 04/14/2014 was stated on my credit card ending [redacted] for booking code[redacted].
A refund of $464.74 with a transaction date 04/18/2014 on debit card ending [redacted] for booking code [redacted].
Regards, 
[redacted]

From: <lufthansa_customer_relations_usa@[redacted].de>Date: Thu, Dec 10, 2015 at 1:03 PMSubject: [redacted]/[redacted]To: [redacted]@[redacted].comCc: [redacted].[redacted]@[redacted].**, [redacted].[redacted]@[redacted], [email protected] [redacted]Thank you for your...

correspondence regarding [redacted].  We are sorry to learn of the circumstances which prompted you to write; however we appreciate this opportunity to address your concerns. The issue of carry-on luggage is an important one. In the interest of comfort and the general safety of everyone on board, Lufthansa has set specifications for hand luggage, which take into consideration the size (total overall dimension approximately 45 inches), and how heavy the piece is (8 kgs./15 lbs. maximum). We hope for your understanding that all hand luggage taken on board must be stowed in accordance with FAA regulations. Without question, these guidelines should be uniformly enforced.
Much to our regret, when booking figures are critical or the aircraft is that of a smaller version, our ground staff and flight crew have no other option than to monitor the hand luggage more closely to ensure that the safety of our passengers is not compromised.  When a carry-on bag is overweight or oversize it is checked in.
We are indeed sorry if this was not explained to you or [redacted] accordingly; however do hope for your understanding of our position in this matter. Our personnel are trained to be proactive and customer oriented throughout.  We regret that your impression has been to the contrary and agree that courtesy is a very important factor in a service industry.  Rest assured a copy of your correspondence has been forwarded to our local Station Manager for information and internal review.
You may agree that Lufthansa is one of the largest international air carriers in the world, and our customers are citizens of the many countries that we service.  For that reason, we employ thousands of men and women of many ethnic and racial groups at all levels of our organization in the effort to render the best kind of service possible throughout our entire network. We would surely be very ill advised if we were to pardon any discriminatory behavior on the part of anyone representing Lufthansa.  Please let us assure you that we respect and honor all our passengers.We sincerely regret the impression [redacted]  gained during his recent trip, especially in light of all efforts made to offer our customers the highest quality in all aspects of our service.
Mr. Kolta, we regret any inconvenience this may have caused and trust that [redacted]’s flights were otherwise pleasant.  We would be delighted to welcome him on board a Lufthansa flight again soon. Sincerely,B. M[redacted]Lufthansa German Airlines Customer Relations North America P.O.Box [redacted] [redacted] East Meadow, NY [redacted] USA

Complaint: [redacted]
I am rejecting this response because: I'd like to see details behind how the fare was calculated so that 10% of the fare amounted to $627.26 which implies the full fare of $6,272.60
Regards,
[redacted]

We have contacted [redacted] directly regarding her journey and have responded to her inquiries.
Sincerely,
[redacted]
"Arial","sans-serif"; font-size: 7.5pt;">Customer
Feedback North America Lufthansa
Group
Lufthansa
German Airlines
Austrian Airlines
Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
Tel.: ###-###-####
Fax: ###-###-####
e-mail: [redacted]
lufthansa.com
austrian.com
Members of Star Alliance

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted]. I have emailed the person in charge of my case, Ricardo, and have not heard back. I have called several times and receive the same answer - that they will notify Ricardo...

and reach out the Accounting office (which is in Germany). I have not heard any replies. 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]
 Let me again reinstate that you listen to the complete recordings and see for the following points : 1. 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 lufthansa.2. It 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 flight. Owing 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 minute. We were forced to believe that taking the business class is the best option. At 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 : 1. Lufthansa despite having so many stranded passengers , decided to fly the flight empty instead of taking passengers2. There were no arrangements of extra flights or schedules changes to accommodate this situation.3. Lufthansa decided to open only 2-3 counters to handle the extra volume and made no effort to extend work times or staff.4. Even though passengers were called in to counters in morning 6:00 am. There was no-one at the counters till 9:00 am to even look at extra volumeSo . please do not even say that you were planned and handled the situation. You 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 $300 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,
[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:

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 use. They 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,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because The business sent the same response as the last time. They have not responded to my demands and have not even tried to contact me to try to negotiate or anything. I do not even know if an automated computer or a human being is responding. Either way their response is unacceptable. I believe the Revdex.com should put them down as unresponsive. If they think I will get busy or back off, I will not, I will only continue escalating these complaints until they understand my resolve. They must understand that they are dealing with human beings not robots not numbers on paper and all of these people deserve to be honored and respected especially a Bishop.
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] 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,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I will await the 2 weeks for processing and 2 credit card cycles to confirm the credit has been received. If not received I will open another ticket with the Revdex.com. 
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]

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]Tickets were changed against our will and we never gave our consent. Refunds were going to be 945 $ as Lufhansa Mexico refund office (Claduia's) email.  First two came as you say around 729$ when will be getting the difference?  Third refund we dont know what happened to it since my repeated attempts of trying to tell you  that visa card for the third ticket ending [redacted] is inactive and I dont have it any more it is not used. I wanted to get the third refund by any other means so as I said again and again I can arrange tickets to get my 12 yrs old back  home before the school starts since my kid stays seperated due to these problems.  But it seems I have been unfortunately talking to walls so although our vacation plans were ruined some of the family members could not attend my sons graduation and our 12 yr old became seperated due to this. We did not receive a complete on time resolution to the problem and now most importantly I can not afford to get one round trip and one one way tickets for myself and my kid to bring my kid back home before schools start in 10 days. I dont have the funds and nobody cared to listen to us either LH or [redacted] so I as a long time LH customer  am at a hopeless point that I am begging you LH or between the two companies please provide me these tickets out of courtesy to bring my kid back home. This is not too much considering the damage you have alrady caused us and continuing to cause to make my kid being seperated from us. If I can not bring my kid back before schools start and my kid having to continue to stay seperated from us that may unfold a new chapter of this situation so please ask anybody in power there to make a decision to provide me these tickets to bring my kid back as this is not for joy or vacationing but it is out of necessity and being hopeless at as a last chance. And during this process all of our attempts always gone  unanswered and we have not received any caring customer service response until this point. As I said until now we left messages to recordings unanswered or emails never returned. Please help me since  because of all of this I am at that point now.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

April
30, 2014
[redacted]/bb
 
Dear
[redacted],
 
Thank
you for taking the time to write to us and for your kind patience while waiting
for our reply.  We attach the utmost
importance to the impressions of our customers as they are the best means of
evaluating the quality of our services.
 
I can certainly
understand your upset when you were advised of the additional collection applicable
in order to change the routing of your ticket. As per Lufthansa’s tariff
filings, the fares purchased incorporate change fees which are applicable after
ticket issuance.  When ticket coupons are
used out of sequence, in effect, the routing is changed and a recalculation of
the fare is necessary.  We can certainly
understand it was more convenient for you to not use the train portion of your
ticket, however, please understand that we also incur additional costs
associated with special and restricted fares when there are any cancellations
or changes.
 
I can imagine your
frustration and can assure you these fare conditions are in line with industry
standards.  For future reference, please cancel all flights prior to
travel and tickets may be reissued with applicable fees assessed.  I regret, however, if you felt her situation
was handled without due courtesy. We expect our representatives to be polite
and professional at all times.  This is
especially important when conveying information with which the customer may not
agree, and I’m sorry you perceived your treatment as rude or unprofessional. Your
feedback has been recorded for information and review as customer courtesy is
the cornerstone of our success.
 
[redacted], we value your patronage and we attach the utmost importance to providing
the best possible service to our customers. 
We appreciate the opportunity to address why we were unable to meet your
expectations on this occasion. Thank you again, for your patience and
understanding.
 
Sincerely,
 
[redacted]
Lufthansa Customer Feedback
North America
P.O. Box 425
East Meadow, NY 11554
Fax: ###-###-####
[redacted]