Lufthansa German Airlines

[redacted]
[redacted]
*
Dear [redacted],
 
Thank you for your correspondence forwarded by...

The RevDex.com. We regret to learn of the disruption to your journey on July
** and December *, 2016.
 
Kindly allow me to explain that [redacted] from Frankfurt to
San Francisco on July **, 2016 is owned and operated by United flight [redacted] With regard to immediate care and compensation, inquiries need to be directed
towards the operating carrier as only they have access to flight operations
data. We are therefore unable to determine the reason for the flight
irregularity or if there may have been any extraordinary circumstances
surrounding the flight.
 
In light of good customer service; we try to avoid
sending passengers to another airline. In this particular case, however, we
must refer you to United as the operating carrier of the affected flight. They
will be solely responsible for providing information about the flight, the
handling and/or compensation.
 
We know our customers expect their flights to operate as
scheduled and we make every effort to do so. Even though such occurrences are
rare, adverse weather, air traffic congestion, etc. can interfere with the
operations of all airlines.
 
Because many factors can affect operating conditions,
schedules may be affected. When flight interruptions do occur we, of course,
expect our personnel to assist all passengers and to do everything in their
power to hold inconvenience to a minimum.
 
Our records confirm that flight LH 756 from Frankfurt to
Mumbai on December [redacted] experienced an irregularity as the inbound flight
weather. We regret to learn that you missed your rebooked flight due to
immigration and baggage transfers.
 
Please allow us to clarify that as per EU guideline 261
effective February [redacted], 2005, Lufthansa is obligated to reimburse a delayed
passenger for direct costs related to a flight delay. Further consideration is
not mandated and we regret an apparent misunderstanding regarding entitlement
that may have been communicated to you. Your request for a refund of your
ticket is respectfully denied.
 
In this instance, we will certainly refund reasonable
incidental costs incurred, i.e. two telephone calls and meals as needed at the
point of the irregularity not absorbed by the airline. Kindly forward your
original receipts so that we may review your claim.
 
Sincerely,
 
B. M[redacted]
 
______________________________  
 
Customer Relations North America
 
 
 
Lufthansa German Airlines

[redacted]
 
Dear [redacted],  
We are in receipt of your communication to the Revdex.com
regarding you and your mother’s planned travel on flight LH495 from Toronto to
Munich on June [redacted], 2015.
We can imagine how unpleasant it was for you both to
not be able to travel....

Your frustration is fully understandable: you booked a
flight with Lufthansa, assuming there would be no impediments and you were
unable to travel as anticipated.
Nevertheless, we want to thank you for contacting us
regarding your experience, and would like to take the opportunity to explain
how this situation transpired.
As indicated in your mother’s reservation,
the reason we were unable to accept [redacted] for travel, was that the date
of birth was not entered into the reservation at the time the ticket was booked
online.  This information is required for
the issuance of all international tickets.   As a
result, our airport staff on location did not have any other choice but to refer
you to call customer service to resolve the ticketing issue. We sincerely regret
any inconvenience.
 
It should also be noted as a
courtesy the airport and rebooking fees were waived for the reissuance of your
ticket. Please allow us to clarify that, based on our review, we
have found no wrong doings on the part of Lufthansa and we are unable to comply
with your request for ground transportation and change fees.
 
We realize our response is not the one anticipated and ask for
your understanding of our position.  In spite of this unpleasant experience, we would be pleased to welcome
you both on board again in the future.
 
Yours sincerely,
B B[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]     [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]

Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Nov 12, 2015 at 9:41 AMSubject: Fwd: [redacted]/bf Revdex.com ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: <[email protected]>Date: Thu, Nov 12, 2015 at 9:40 AMSubject: [redacted]/bf Revdex.com ID [redacted]To: [redacted].comCc: [email protected] **. [redacted], Thank you for your continued correspondence forwarded by the Revdex.com.  We are sorry if we have disappointed you with our previous response.There is an exception for passengers traveling to India which permits a second luggage free of charge when traveling on a Lufthansa marketed or operated flights. A copy of your ticket verifies that two free bags (02P) were allowed. We understand that you had decided to check in a third bag. If your ticket only allowed one suitcase throughout your journey and you had a second luggage, the excess baggage fee would be USD100; however the rate for a third bag is USD200. Therefore, we are unable to provide you with the positive response you are seeking regarding refund of the correctly collected excess baggage charge and apologize for any misunderstanding. We appreciate your understanding that when the allowable limit has been exceeded, additional pieces are assessed at specified charges, which is non-refundable.We regret that we were not able to meet your expectations on your recent journey; however we look forward to serving you in the future. Sincerely,B. M[redacted]Lufthansa German Airlines Customer Relations North America P.O.Box [redacted] 
East Meadow, NY 11554 
USA Fax: [redacted] E-mail: [email protected] of Star Alliance

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Wednesday, January 20, 2016 12:40 PMTo: '[email protected]'Subject: [redacted]/** Revdex.com [redacted]
 
Dear [redacted],
 
Thank you for your continued correspondence regarding [redacted]. We are sorry to have disappointed you with our response. While we
certainly can understand your perspective in the matter described, we must
nonetheless support the policy of Lufthansa.
 
Please 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 regret that we were not able to meet the expectations on
[redacted]’s journey, however it is our hope that you will continued to
place your trust in Lufthansa as we look forward to serving [redacted] in
the future.
 
Sincerely,
B. M[redacted]
Lufthansa German Airlines Customer Relations North America P.O.Box [redacted] East Meadow, NY [redacted] USA Fax: [redacted] E-mail:
[email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Dear Revdex.com:
Please see correspondence below from Lufthansa to Ms. [redacted].  Regrettably, the tickets in question are non-refundable.
Sincerely,
Henry B[redacted]
Supervisor Customer Realtions, North America
Lufthansa German...

Airlines------------------------------------------------------------------------...⇄ /> > Dear Ms. [redacted]:
> Thank you for the follow-up correspondence sent June 17th regarding your
booking [redacted]. It is regrettable you feel you were not informed that these
tickets were non-refundable.
> Having reviewed our records further, indeed the business fare purchased
is non-refundable. The records further indicate you were informed of this
by our service center in November of 2012. Additionally, as the tickets
were purchased on the Lufthansa website, we can assure you the website
provides the conditions of each ticket during the booking process. The
website would have shown that the tickets were non-refundable.
> Furthermore, we have attached the original receipt for one of the
original tickets and you will notice under Endorsement restrictions:
NONREF.
> Once more, we understand you are upset that these tickets are nonrefundable.
If new information is provided we will gladly review.
> Sincerely,
> Jeff K[redacted]
> Customer Feedback North America
> Lufthansa German Airlines
> [redacted]
> East Meadow, NY 11554
> Fax: ###-###-####
> lufthansa.com
> austrian.com
> Members of Star Alliance

Revdex.com of Metro Washington DC <[email protected]>Date: Fri, Nov 13, 2015 at 8:18 AMSubject: Fwd: Your Feedback to Lufthansa, FB ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: Lufthansa Customer Relations...

<[email protected]>Date: Thu, Nov 12, 2015 at 2:25 PMSubject: Your Feedback to Lufthansa, FB ID [redacted]To: [redacted].edu, [email protected][redacted]/**Dear [redacted] Revdex.com [redacted]Thank you for your correspondence forwarded by the Revdex.com. Your taking the time to describe your recent experience is appreciated and we very much appreciate having the opportunity to respond.We know our customers expect their flights to operate as scheduled and we make every effort to do so. Even though such occurrences are rare, adverse weather, air traffic congestion, etc. can interfere with the operations of all airlines. We would never compromise the safety of our passengers and crew.Because many factors can affect operating conditions, schedules may be affected. When flight interruptions do occur we, of course, expect our personnel to assist all passengers and to do everything in their power to hold inconvenience to a minimum. Our records confirm that flight LH [redacted] on August 5, 2015 experienced an irregularity.We would like to be of assistance. In this instance, we will certainly refund reasonable incidental costs incurred, i.e. two telephone calls, meals and cab fare from/to the airport as needed. Kindly forward your original receipts so that we may review your claim.We make every effort to maintain or improve the high standard of service we offer our valued passengers, and when we fail to meet our customer’s expectation we feel it important to acknowledge this, therefore, under separate cover we will send two 20% Savings Certificates as our gesture of goodwill.[redacted] it is our hope you and your family will continue to enjoy our product and services and allow us to welcome you on board in the near future. Thank you for your patience and understanding.Sincerely,[redacted]______________________________   Customer Feedback North America

"Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-themecolor: dark2;">Please see the response sent in reply to ID
[redacted]
 
From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA 
Sent: Monday, January 18, 2016 4:27 PMTo: '[redacted].COM'Subject: [redacted]/**
 
Dear [redacted],
 
Thank you for
your correspondence.
 
The 200
USD is refund handling fee which applies for fully flexible tickets in Nigerian
market. Our refund department contacted the passenger [redacted] in
December regarding
this issue. Field Office denied waiving this fee.
 
Exceptionally, your
request for a refund has been forwarded to our refund department. Kindly 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.
 
Sincerely,
B. M[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:
Regards,
[redacted]
I filed claim in Moldova airport. Also I was in Moldova for 3 weeks. I stayed in my parents house. And they don't have Internet access at all. I trusted to your company in Moldova. They said that they transferred all paperwork to you guy's. And this problem started here in Atlanta airport with your employer. He didn't put sticker on my baggage and throughout that baggage without any labels. It was your employer professionalism! I'm planning to take this problem to ours local TV stations, I want to give you good advertising :)

From: <
204);">[email protected]>Date: Thu, Feb 25, 2016 at 11:01 AMSubject: [redacted]/bf [redacted] Revdex.com # [redacted]To: [redacted].[redacted]Cc: [email protected]
 
Dear [redacted],
 
Thank you for your correspondence. We are sorry to learn of the baggage delay and damage you experienced; however we are grateful for this opportunity to address your concerns.
 
Please accept our sincere apologies for our delayed reply. We are currently experiencing a high volume of feedbacks from our customers.
 
We apologize for the inconvenience and additional expenses incurred as a result of a baggage irregularity and regret the less than positive impression gained. We would like to be of assistance with your expenses while without your bags. If you would like to receive reimbursement for 100% of your purchases, it is Lufthansa’s policy to reimburse reasonable interim purchases up to the maximum liability limitations established by the Montreal Convention. Please forward the purchased items (excluding toiletries and undergarments) with original receipts to the address below. Should you not have the original receipts, please forward receipt copies or other proof of purchase for our consideration.
 
Lufthansa Customer Relations
1640 Hempstead Turnpike
East Meadow, NY 11554
 
In the event you wish to keep the items purchased, our policy is to reimburse up to 50% for reasonable, necessary clothing and 100% of toiletries and undergarments purchases against original receipts while you are without your bag. Therefore, forward the original receipts for evaluation.
 
Luggage is normally processed with care and accuracy and the vast majority is handled without incident. We would like to be of assistance in reimbursement for your damaged bag and ask that you forward your repair receipt for review. If the bag was unable to be repaired kindly forward the original bag purchase receipt to my attention.
 
Sincerely,
B.M[redacted]

Dear
**. [redacted]:
Thank
you for your follow-up e-mail. We are sorry to learn of your dissatisfaction
with our response.
Let
me assure you that the safety of our passengers is our ultimate concern as air
travel can impact a passenger’s health. The captain has the sole authority to
decide how a particular situation is to be handled based on the information
provided by the medical personnel.  As
your baby had epileptic seizures and based on the information received from the
doctors on board the decision to divert the flight to [redacted] was made in
the interest of the safety for your child. A request was made that your son obtains
a doctor’s approval to ensure he is capable of completing the flight safely,
without requiring extraordinary medical assistance.
The
Lufthansa doctor determined that your son cannot fly alone and requested that a
doctor escorted him to Chicago. Lufthansa was prepared to transport you and
your family to the final destination free of charge.  Regrettably, we are unable to reimburse you
for the tickets you purchased on another airline as you voluntarily decided to
purchase them. However, we are pleased to reimburse you 50% for your Lufthansa
tickets. You may expect to receive two checks in the amount of USD603.75 and
USD664.25 (USD603.75 +USD60.50 for infant ticket) within three weeks.
**.
[redacted], we appreciate your understanding of our position and look forward in
the opportunity to restore your confidence in our services.  
Sincerely,
Lufthansa
German Airlines
Sabina
W[redacted]

To Whom it May Concern:
RE: [redacted] - DG / Passenger [redacted]
This passenger arrived on Lufthansa...

Flight #[redacted] on October 30, 2014. His bags were delayed and delivered two days later on November 1, 2014. Please see delivery information below:
[redacted]/01NOV14                                 DS IAHLHRA - DATA RUSH COURIER  PHONE  ###-###-####                             ..LUFTHANSA AIRLINES / HOUSTON INTERCONTINENTAL ...........                     .NUM BAGS 3             [redacted]......                     NM01 [redacted]                                   ...⇄   [redacted] MIGHTY REDWOOD DR HOUSTON TX 77059                                   ZP           .DD 01NOV .DW           
As per the guidelines of the Montreal Convention, any damaged or missing items must be reported in writing within seven days. Our first correspondence was received from Mr. [redacted] on November 10, 2014, which of course is past the seven days. The first letter sent to us did not have any information other than his Property Irregularity Report number and a bank account number. (Please see attachment A). At that time, one of our agents sent a quick email back to the passenger on November 11, 2014 as follows:
"Dear Mr. [redacted], 
Thank you for contacting the Lufthansa Internet Service Center.
We are unable to assist you based on the information you provided. Please resubmit your request with further detailed information in order for us to assist you properly.
We look forward to serving you online and in flight. Thank you for choosing Lufthansa.
Kind regards, Sarah"
We did not receive a reply from Mr. [redacted] until December 30, 2014. In his letter he advises us of many missing and damaged items. He also asks for a refund of his $100 fee he paid for excess baggage. (Please see attachment B). I, Denise G[redacted], wrote to passenger on January 8, 2015 to advise the passenger that we would gladly reimburse him for any interim purchases he had to make while waiting for his bags. I explained we reimburse 100% of toiletries and undergarments as well as 100% of outerwear if it is returned to us or 50% of outerwear if he wishes to keep the items. I also explained that as per The Montreal Convention, missing and/or damaged items mut be reported in writing within seven days. I explained that if he had sent in an email that we may not have received, to please resubmit that for our review. (Please see attachment C).
Mr. [redacted] wrote back on January 10, 2015 to say that he tried to contact us several times by telephone and email on November 3, 2014. (Please see Attachment D). The phone number he gave us is for our General Reservations department. This number is answered twenty-four hours a day, seven days a week. I wrote Mr. [redacted] back on January 12, 2015 and asked him again to resubmit any emails he wrote to us within the seven days. (Please see Attachment E). To date, Mr. [redacted] has not sent us that email nor any other response.
If he would provide us with a copy of the email he says he sent to us within seven days, we would gladly handle this claim for him. In regards to the excess baggage fees, when an extra bag is delivered, the fee is non refundable.
Please let me know if you have any further questions. We will gladly assist.
Sincerely,
Denise G[redacted]
Customer Feedback North America
Lufthansa German Airlines
[redacted]
East Meadow, NY 11554
Fax: ###-###-####
lufthansa.com
austrian.com
Members of Star Alliance

Dear [redacted].
[redacted],
Thank you
for your continued correspondence and further request for clarification. As per
our Refund Department, please see the below breakdown of refund amounts. The
refund was processed back to the original form of payment which had been with
two different credit cards ([redacted] and [redacted]) on April 25.
[redacted]:
Ticket
[redacted] – fare refunded USD 1136.00 to your [redacted] credit card
Ticket [redacted] - refunded USD 559.34 to PSP (USD464.74 previously processed on
16APR14)
[redacted]-
refunded USD300 to your [redacted] credit card for the rebooking charge
[redacted] - refunded USD 15 to your [redacted] credit card for the advanced reserved seat
[redacted] - refunded USD 15 to your [redacted] credit card for the advanced reserved seat
[redacted]:
Ticket
[redacted] – fare refunded USD1136 to your [redacted] credit card
Ticket
[redacted] – refunded USD 559.34 to [redacted] credit card (USD464.74 previously
processed on 16APR14)
[redacted] - refunded USD 15 to your [redacted] credit card for advanced reserved seat
[redacted] - refunded USD15 to your [redacted] credit card for advanced reserved seat
[redacted] - refunded USD300 to your [redacted] credit card for your rebooking
charge
[redacted]
Ticket [redacted] – fare refunded USD1023.34 to your [redacted] credit card
[redacted] - refunded USD15 to your [redacted] credit card for advanced reserved
seat
[redacted] - refunded USD15 to
your [redacted] credit card for advanced reserved seat
 
Sincerley,
[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
lufthansa.com
austrian.com
Members of Star Alliance

Dear Sir or Madam,
We called passenger today at 12:15 p.m. and discussed at length her experience.
As a gesture of goodwill, we will reimburse the fee paid for the reserved seats.
Please feel free to contact us should you require additional information.
Linda...

S[redacted]Customer Relations North America
Lufthansa German Airlines

The following email was sent to passenger on 3/3/14:
--------------------------------------------------------------------
name="_MailOriginal">From: EA/P-C, NYC
CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, March 03, 2014 4:12 PMTo: '[redacted]'Subject: Lufthansa [redacted]
Dear **. [redacted],
Thank you for contacting Lufthansa Customer Relations. We
appreciate having the opportunity to be of assistance and ask that you accept
our apologies for any inconvenience caused for the delayed arrival of your bag
as well as your missing items. I certainly understand your frustration.
Kindly allow me to explain that as bags go through so
many hands, including Customs and TSA, it would be impossible to determine
where your loss occurred.  Nevertheless, we will be pleased to assist you
with your settlement.
In order to expedite your claim, further information is
needed; kindly submit the original purchase receipts for items claimed missing
or credit card statements showing itemization if original are not available or
other proof of ownership.
If you had to make
clothing purchases while awaiting your bag and would like to receive
reimbursement for 100% of your purchases, we may do so up to maximum liability
stipulated by the Montreal Convention. In order to receive this, please forward
the purchased items (excluding toiletries and undergarments) with original
receipts to the address below. Should you not have the original receipts, again
please forward receipt copies or other proof of purchase for our
consideration.  If you prefer to keep your items, we will reimburse you
50% for clothing and 100% of toiletries and undergarments.  Make sure to
include the above reference number on all correspondence.
Please fax (###-###-####) or mail the requested
information including the feedback reference number or mail to the address
below.
Assuring you of our interest to be of continued service,
I remain,
Sincerely,
[redacted] Customer Feedback North
America
Lufthansa German Airlines[redacted] Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
Fax: ###-###-####lufthansa.com[redacted] Members of
Star Alliance

[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:
As I mentioned in my complaint Lufthansa said they will get us home as soon as they can, and even reserved seats for us on a flight that Saturday, but even by us providing and getting all the information they needed so we can fly they still asked for more every passing day! Being tired of them giving us the run around and of staying in a hotel with a 1 year old, without the money and the necessary food and things we were forced to find another company to fly home. Is not that we did not accept their flight, but Lufthansa's last requirement for us to be able to fly with them was for us to get a specialized doctor to fly with us! How is that even possible?! when we were in a country that we've never been befor, we had no money on us and we did not know anyone! We could couldn't  afford to stay there for not even a day more!
Regards,
[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 company has offered nothing except a statement that it intends to continue to violate general principles of capitalism that would never hold up in a court of law. The only salient argument in the company's reply -- "the other kids do it, so I can do it too" -- is wildly inappropriate and wrong-headed. This company needs to be introduced to terms such as "unconscionable contract", "fair use", and "capitalism".
I purchase a product. I am the one who choses how to consume that product. This assertion will hold up in a court of law -- especially and ironically in a European court.
Regards,
[redacted]

Dear
[redacted],
Thank
you for your correspondence regarding your recent travel experience. 
Kindly excuse our delay in responding.
We are sorry to learn that you were unable to travel on your originally
scheduled flight from Washington to [redacted] on June 22th due to a
missed check-in deadline.  I can understand your frustration under the
circumstances you have described.  We are aware that check-in deadlines
affect our customers and understand that there are many reasons why a passenger
may arrive late; however, an on-time arrival at the gate is the sole
responsibility of the passenger.
 
When
passengers miss their flight, our personnel will assist and do everything in
their power to hold inconvenience to a minimum.  In these instances,
passengers are rebooked on the next available flight according to the fare
rules.
A review of your ticket confirms that it was purchased using a restricted
fare.  The price paid represents a considerable discount over unrestricted
fares.  Rescheduling using this ticket was only possible against the
prescribed fees as per the fare rules.   Please realize our colleagues
were following the rules of the fare and we recognize your disappointment with
this procedure and understand you feel the assistance provided was not in line
with your expectations.  As the fee was correctly assessed, we are unable
to comply with your request for reimbursement of this charge.  Kindly
understand that we cannot comment on the experience of other passengers.
 
We
regret to learn of claimed fraudulent charges made on your credit card. 
We understand that your credit card company is currently investigating your
claim.  This matter was brought to the attention of our Washington airport
management for their information.
 
We
appreciate the opportunity to respond and assure you of our interest to be of
continued service.
 
Sincerely,
 
S. A[redacted]
Customer Feedback North America
Lufthansa
German Airlines
Austrian Airlines
Lufthansa German Airlines
Customer Feedback North America1640 Hempstead Turnpike
East Meadow, NY 11554
USATel.: ###-###-####Fax: ###-###-####email: [redacted] 
lufthansa.com
austrian.com
Members of Star Alliance
This communication and its attachments, if any, may contain confidential and
privileged information. Any use by other persons or entities than the intended
recipient is prohibited. If you receive this transmission in error, please
contact the sender immediately and delete the material from your system without
review.

Complaint: [redacted]
I am rejecting this response because: it does not address my issue of concern which is bad customer service which resulted in misinformation being given to me on multiple occasions that led to a major loss on my refund. If I was given clearer information upon the first time...

I called to voice my concern, I would have made a drastically different decision on how to move forward with Lufthansa. Instead, I was given the wrong information twice, and I lost over $1,000 as a result. Unacceptable business practice.

To book a family vacation flight, I paid extra money to reserve a seat on a Lufthansa flight, in order to sit with my family. Lufthansa made a typo to my name on my reserved ticket. We have been on the phone for days now, trying to reserve the issue. They keep telling us that we might lose the seat reservation altogether because of THEIR mistake. I have started to get really frustrated, and have told them that I expect this to be resolved, and that I get my seat as originally booked, as i) I paid extra money for this reservation and ii) this is THEIR mistake. Very, very frustrated. They are causing a lot of pre-travel stress, and the issue has yet to be resolved.