Lufthansa German Airlines

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]

[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