Lufthansa German Airlines

The passenger was advised by email on *APR2106 that the fare difference of USD326.00 is credited within 2 weeks. l  
Dear [redacted]
Thank you for your continued correspondence
forwarded by the Revdex.com.
 
As per our correspondence of April *, 2017, a
credit of USD326.00 is applied to the original form of payment within 2 weeks.
Allow 2 billing cycles for the credit to appear on your credit card statement.
 
Emails were sent on April * and today, April
**, advising the reissued ticket number:
 
[redacted]
 
Sincerely,
Lufthansa German Airlines

Regarding Revdex.com claim # [redacted]. Lufthansa customer relations department spoke with [redacted] and advised that the original reimbursement check has been stopped payment and a replacement check for USD402.00 is sent on November **, 2016.

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 was asking Lufthansa customer service department  , if for a new change on my return flight ,the first submitted /faxed ( see attached ) will be good to cover the second flight return request .I was told that the submitted medical document is good, for the both flight changes I made . The second flight change , was requested due to the aggravated medical condition , and a resubmission of the same document wice, is not required. Lufthansa was ignoring their policy regarding the flight changes due to passenger medical condition .The submitted medical document was covering the same medical condition .My request was to get an earlier flight to Boston , without any extra fees , based on the existing ( already submitted ) medical document .As long I was told that my  request can be accommodate , the customer service  was issuing the new flight thicket , without any fee regarding the change I was requesting. Luthansa is teeling me that the fees were processed at airport, prior boarding .The re- book / change flight fees are processed at upfront , by Luthansa costumer service .!! Thr reason why the customer service wasn't charged me that fee is was because the medical document tehy had (nad have ) on file ,  was incoformance with Lufthansa re-book policy withouth any fees - medical document , issued by an MD .   
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted].I am attaching a copy of my ETicket and excess baggage fee I had to pay, as a result of flight cancellation by Lufthansa. Please help me resolve this issue...

urgently.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:

The feedback they provided doesn't satisfy my issue.  I sent a response to Lufthansa on 4/*/2017 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 2 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 $326 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,
[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:

e]
 
This is picture of my sick father you think I want to fly living him like this I was waiting for hospice for him and I will contact news regarding this matter. In situations like this airlines making fortune  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],In regards to your Customer Relations Feedback claim for Total Loss we have paid the maximum liability amount as per the Montreal Convention. The Special Drawing Rights (SDR) is 1131 and converted to USD with the rate of exchange from the date of the original baggage delay of July...

*, 2016 equals $1603.00 USD.As your claim amount exceeds this amount we are only able to reimburse this amount. A 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 Loss. Baggage is actively traced for 100 days then after this time it is retired from active tracing. However 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]

Dear [redacted],Lufthansa Customer Feedback received 4 separate feedback from [redacted] Law and all are now merged into one feedback [redacted]. We responded to [redacted] feedback on August **, 2015 and requested proof of ownership for the missing items of a pearl necklace/earrings and...

emerald/diamond earrings. [redacted] was provided with her feedback number and to send the requested scanned copies of proof of ownership to [redacted]. We have not received a reply thus far.Sincerely,Tanya C[redacted]Customer Feedback North America Lufthansa German Airlines[redacted]
[redacted]Fax: ###-###-####Email: [redacted]lufthansa.comaustrian.comMembers of Star Alliance

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]