Lufthansa Group

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: It clearly states in the letter that any missing items from the luggage are to be reported to a Lufthansa agent and are to be in writing within daysWhen I came off the plane and went to the Lufthansa desk to report my damaged luggage and to let them know that items were missing from my bag, the Lufthansa representitive misinformed me on whom to report my missing items toThe Lufthansa representitive told me to include my missing items in writing along with my damaged luggage and send it to a an address she provided in TexasThat is what I did, almost a week later I was contacted by a man from [redacted] and was told he will be replacing my luggage although the missing items were not his responsibilityI was told at that time to contact Lufthansa again to get the proper information on where to send my requestBy the time, it was over the daysThe fault lies with Lufthansa for providing the incorrect information on where to send my written request for my lost items In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We sent the below letter to [redacted] along with a pre-addressed repair label to repair his damaged bag.Dear [redacted] ,Thank you for your continued correspondence and for providing us with your reservation confirmation numberAccording to your reservation, you had traveled with Lufthansa flight LHon December [redacted] from Frankfurt to PhiladelphiaWe were sorry to learn that the flight had been delayed for one hour and minutes due to weather conditions and de-icing requirementsIt is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achievedBecause your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserveAlthough 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 customersDespite 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 foremostNevertheless, we are unable to offer you compensation as requested in your correspondence, since the reasons for the flight irregularity you experienced are considered exceptional circumstances that, despite our best efforts, could not have been preventedLufthansa is, therefore, absolved from its obligation under the terms of EU Directive 261/to provide compensation paymentsOn behalf of Lufthans a, we sincerely apologize for the disruption to your travel plans and all inconveniences.We regret to learn that upon your arrival in Philadelphia that your luggage had been damaged and you had not filed a damage report since you had to leave the airport due to business commitments later that eveningWe can only imagine your disappointmentIn your prior letter which was faxed on December **, you had indicated that your travel date was on November [redacted] and at this time you did not provide us with our reservation record locaterTherefore, our colleague in Germany had declined your request for repairA copy is enclosed for your referenceWe would like to be of assistance to youAt your convenience, please drop off your bag together with the enclosed pre-addressed [redacted] label at a [redacted] location near youYour bag will be delivered to [redacted] for prompt assessment and expert repair or replacement and will be returned to you within two weeks from receipt.To ensure a quick response from [redacted] , we have enclosed a copy of this letterPlease place the copy of the letter inside the damaged bagDon’t forget to include your telephone number, so a [redacted] representative can contact you if necessaryYou may contact ***s, toll free, at ###-###-#### to check on the status of your claimPlease refer to the file number provided above.As luggage is intended to provide protection to its contents, we regret to learn that the inside contents may have been damagedIt is strongly suggested that items of a fragile nature be wrapped and shipped separately and for any valuable items to be shipped separately and insuredTherefore, we are unable to provide you with the positive response you are seeking regarding reimbursement of your claimed damaged contents[redacted] , we value your patronage and trust you will view this as an isolated incidentWe appreciate your continued patience and cooperation in this matter and look forward to serving you in the futureSincerely, [redacted] [redacted] ***

Dear [redacted] and *** [redacted] ; Thank you for your correspondence and detailed information regarding your expenses for Property Irregularity Report [redacted] Lufthansa strives to provide worry-free travel and like you, we are disappointed when this goal is not achieved We are pleased to reimburse your interim expenses for purchases made while waiting for your delayed bagKindly expect our check to arrive in approximately three weeksThe amount of the check is $472.00USD We hope you will continue to put your trust in Lufthansa in the future and we look forward to welcoming you on board again soon Kind Regards, [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: [ [redacted] Issue Response: [redacted] **jul14***RESOLVED***Issue Response:I paid the $because it was over-sized and so it would be handled safely and with care but the product in the box that I paid extra $to handle with care came totally damaged and we sent pictures to Lufthansa for them to seeWhen they said it was oversize, when they accept to take it on the counter in the airport and they charged us the $fee and they took it to the plane this means its under their responsible, why would they take it and accept it when it was over size? Also, we went in person to the customer service in the Lufthansa right when we got off the plane and found out and saw the damage, so we went to the desk and they told us that we were busy here and to go upstairs for the counter upstairs, nobody was there and the counter next to them told me that nobody was therethe worker let me out of the terminal and I had no way to go back because it was just a one way to get out and can't get in I called them as soon as possible(same day) and they told me to email everything that had happenedDamaged Luggage: ***RESOLVED***Damaged Chandelier:The person that replied to this claim, claimed that he asked me whether it was professionally packed or no? and I answered yes,it was professionally packed from the FACTORYif you go online and search up [redacted] this was made special for the USA electric and this was why it was professionally packaged and nobody was allowed to open it.This was international factories they know how to package the shipping because they send to different countries in the world plus if it has any problem in the shipping package(not in a good shape to ship) they should just no accept and it should be reported in the form by our signatures, we don't have any forms, and if its wrong and not a right package to ship it, they should have warned us and not shipped itThe receipt that I attached to the Lufthansa and the receipt that is attached now both have my name on itWe have proof regarding ym husband when we went to Egypt one month before us ion June with my kids that came back with me and my husband came back July *(his name is [redacted] ***)he was the one that purchased these crystal and he didn't receive it until a month because the manufacturer needs to switch it to USA electric system and package it professionallyif you want me to attach the passport for when he went out and in the USA I could also do that] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I regret that it took my reporting them to the Revdex.com before they were willing to respond to me Sincerely, [redacted]

Dear [redacted] ,Thank you for your correspondence and for choosing Lufthansa for your travel plansBeing in the service industry, we appreciate your taking the time to make us aware of your concerns.We can only imagine your surprise when you arrived at the Newark airport on December [redacted] only to find out that your tickets had not been processedAccording to the history of your reservation, you had contacted our Call Center on September [redacted] and made a reservation for you and your family to travel from Newark to Florence via Munich and had provided our staff with your credit card information and an email notification for your flights had been sent to youHowever when your reservation was forwarded to the ticketing department for processing, your credit card payment was declined and therefore our staff had sent you an email on September ** advising you of the problem and that you should contact our Call Center before September ** or your reservation would be cancelledThe reservation was held until September ** and then cancelledYour credit card history also should have indicated no payment to Lufthansa was processed for your tickets verifying that there would be a problem for your journey in December.We understand that our staff had assisted you with rebooking your original flights at the airport in Newark; however the original restricted S - economy fare had no longer been available for your journey and therefore it was necessary for our staff to upgrade to the next higher B - economy fareYour disappointment is certainly understandableIt is upsetting to learn that your return flight on December [redacted] operated by Air [redacted] , marketed by LH***, from Florence had been delayed for four hours and minutes due to weather conditions in Munich which resulted in you to miss your connecting Lufthansa flight to NewarkIt is our aim, as well as our partners, 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 and our partners continuously strive to maintain the superior operational performance you deserveAlthough every effort is made to maintain flight schedules as published, we and our partners are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customersDespite our partner’s best efforts, many factors beyond their 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 passengers and crew first and foremost When unexpected flight irregularities do occur, we expect our staff to assist all passengers and to do everything in their power to hold inconvenience to a minimumIn these instances, passengers are rebooked to their final destination at the earliest opportunity, subject to availability of seatsFurther history of your reservation verifies that our staff had rebooked you and your family for the following day with our Star Alliance partner, United Airlines, flight UAto NewarkOn behalf of Lufthansa and our partner, we sincerely apologize for the disruption to your travel plans and all inconveniences as we realize you arrived back home much later than anticipated We truly regret that our service did not meet your expectations during your recent journeyNevertheless, we are unable to offer you compensation as requested in your correspondence, since the reasons for the flight irregularity you experienced with [redacted] are considered exceptional circumstances that, despite our partners best efforts, could not have been preventedIn addition, we would also like to inform you that Lufthansa is absolved from its obligation under the terms of EU Directive 261/to provide compensation payments for another carrier*** [redacted] , we realize our response may not be the one anticipated and we appreciate your understanding of our positionWe value your patronage and assure you of our interest to be of continued service as we look forward to welcoming you and your family on board a future Lufthansa flight once again.Sincerely, [redacted] ***

Dear [redacted] ,Thank you for your correspondence which was forwarded by the Butter Business BureauWe received authorization from our headquarters in Frankfurt to settle with you for your baggage irregularity [redacted] We regret the inconvenience and additional expense you incurred and as well as the poor impression you receivedLiability for checked baggage is regulated by the Montreal Convention and is limited to a maximum of SDR 1,for the total amount of baggage checked The “Special Drawing Right” is an international reserve asset and serves as a unit of account for the International Monetary Fund as well as other organizations/treatiesLiability for checked baggage is inclusive and covers total loss, interim purchases, pilferage and damageOn December **, we have mailed a check for maximum liability of USD1748.00, based on the currency exchange rate of June **, This check represents settlement of your claim and this check will be sent to your Tucson address and may be expected to arrive within the next week [redacted] , in closing, I would like to assure you that this situation is not typical of the quality, reliable service we normally provide and hope to have the opportunity to welcome you on board a Lufthansa flight again soonWe wish you all the best for a Happy New Year and thank you for your continued patience and understanding.Sincerely, [redacted] Lufthansa Customer Feedback North America

Dear [redacted] , REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel plansWe are sorry for the inconvenience you experienced when you had found out that the Lufthansa flight LHon March [redacted] from Chicago to Dusseldorf had cancelled due to a union strike of our pilots 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 We know that your time is valuable and for this reason Lufthansa continuously strives to maintain the superior operational performance you deserveWe realize our customers expect their flights to operate as scheduled and we make every effort to do soHowever, we hope for your understanding that, where irregularities are caused by circumstances beyond our control, it can be difficult to predict the extent of the disruption and regret the consequent problems encountered by our passengersDespite investing all the power and resources at our disposal, the extent of the strike was such that flights had to be cancelled Please accept our renewed apologies for all the inconvenience caused Nevertheless, we are unable to offer you compensation since the reasons for the flight irregularity you experienced is considered exceptional circumstances that, despite our best efforts, could not have been preventedLufthansa is, therefore, absolved from its obligation under the terms of EU Directive 261/to provide compensation payments.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 minimumIn these instances, passengers could have rebooked their flights free of charge to their final destination at the earliest opportunity, subject to availability of seatsWe were sorry to learn that you had difficulty contacting our Call Center in order to rebook your flight due to the heavy amount of calls during this timeHowever, our ticketing staff at the airport in Chicago had been available from 13:until 22:for rebooking and re-issuing tickets for our passengersAccording to the history of your reservation, you had purchased a roundtrip ticket through a travel agency, Downtown Travel, and they had rebooked you for the following day with United Airlines flight UAto Frankfurt with a connecting flight LHto AlmatyWe understand that you had decided to cancel your Lufthansa ticket and reservation and had purchased a new ticket with another carrier for your journey to Almaty since you had a wedding to attend to on March **We regret we are not able to provide you with the positive response you are seeking regarding refund for your new ticket that you had purchased; however we have forwarded your information to our Refund Department who will process a full refund for the unused ticket which will be credited back to your [redacted] card within the next four weeksOn behalf of Lufthansa, we sincerely apologize for the disruption to your travel plans and all inconveniences as we realize you incurred additional unexpected expensesWe are also aware we may not have been able to offer you the Lufthansa quality you have come to expect due to the irregularity of your flight and we feel it is important to acknowledge this and appeal for a degree of understandingTherefore under separate cover, we will be mailing you a saving certificate valid on a future Lufthansa operated flight, as a gesture of our goodwill, so that we may regain your confidence once again[redacted] , we value your patronage and assure you 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] ***

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: they didn't answer any of my questions and just gave excusesStar Alliance site clearly states that "Customer must present proof of Star Alliance Gold level status via a valid frequent flyer program Star Alliance Gold level card or other valid indication of Star Alliance Gold level status"I think a [redacted] app is a very valid "indication of Star Alliance Gold level status""I didn't want them to change their policy, I just asked them to stick with their existing policyThank you 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] .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] Miss [redacted] ***Please see below in response to your email."your credit card payment was declined and therefore our staff had sent you an email on September ** advising you of the problem and that you should contact our Call Center before September [redacted] or your reservation would be cancelled"I NEVER received a notice, an email, or a phonecall, stating the above and that payment was declined "It is upsetting to learn that your return flight on December ** operated by Air [redacted] marketed by LH***, from Florence had been delayed for four hours and minutes due to weather conditions in Munich which resulted in you to miss your connecting Lufthansa flight to Newark."This flight was scheduled to leave at 1.10pm and it departed at 7pmThat is 6hrs delayed, not 4hrs 50minsWe were asked to board the plane at pm, and then were asked to disembark the plane shortly there after, until we finally re-boarded and departed at 7pm."Despite our partner’s best efforts, many factors beyond their 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 passengers and crew first and foremost."Furthermore, Lufthansa partner did NOT advise it's passengers that there was a hour delay form the onsetEvery hour that went by, the flight was delayed of hour, until it was hrs lateWe were traveling with a SICK child, which we could have taken home, and were advised to stick around because the flight was going to leave "any minute now"."Further history of your reservation verifies that our staff had rebooked you and your family for the following day with our Star Alliance partner, United Airlines, flight UAto Newark."The most despicable part of our delay was that a Lufthansa staff at the Service Desk in FLR, in light of our delay, re-booked us on the UAflight to EWR the following day, but when we arrived in MUC, we were told that no such booking existed, and were basically asked to queue in a SIX HOUR line -- with a sick child -- to ask the Service Desk in MUC to rebook us on the flight the next dayLufthansa paid for our accommodation in a hotel minutes away from the airport, so our sick child only slept hours that night before we started the journey again."In addition, we would also like to inform you that Lufthansa is absolved from its obligation under the terms of EU Directive 261/to provide compensation payments for another carrier."I am not asking that Lufthansa compensate based on the appalling service and hellish travel experienceRather, because of Lufthansa NEVER sent a notice, an email, or a phonecall, stating that the September ** payment was declinedI have no record of thisFurthermore, if you look at the email that I did receive, see attached, it says absolutely nowhere that THIS IS NOT A TICKET, or that FURTHER ACTION IS REQUIREDThere is no way I could have known that my payment didn't go throughunless I checked my own bank account for the transaction, but it's NOT my responsibility to keep track of these issues.It is Lufthansa's fault entirely that I was left with the ONLY OPTION to pay an extra 6,USD on the date of my flightYour terrible service and failure to deal with your passengers during a simple delay is duly noted, but LETS BE CLEAR that is not the reason I am asking for a reimbursementI want to be reimbursed because you failed to contact me in the appropriate manner so that I could make the booking at the price that was discussed on the phone with the Lufthansa customer representative In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

8/31/15Dear [redacted] :Customer called in on July 30, and made an appointment for a spring check up on her systemShe was schedule for August 7, at 8:30amOur technician Bobby W [redacted] arrived and found the system not coolingAfter checking the system he found the capacitor was weak, told the customer that the capacitor was weak and needed to be replaced so that he could continue checking the unitThe customer agreed to have the capacitor replaced.After replacing the capacitor the technician continued checking the system and found the system out of refrigerantOur technician than told the customer she would need a leak check as her system was out of refrigerantThe customer paid the technician $and set up for our service manager Gary S [redacted] to come back that afternoon between 12-2pm to go over her options, either a leak check or give her an estimate on replacing her system.Our Service Manager Gary S [redacted] arrived that afternoon to find another heating and cooling company SSI there, he waited for the other company to leaveUpon the customer answering the door she asked him what he was doing there wasn’t he already there early todaySo MrS [redacted] explained to her that he was not there earlier it was our other technician Bobby W [redacted] Then she said well I did not set up a call for you to come out hereThen MrS [redacted] asks her if she wanted a leak check or an estimate on a new systemShe agreed to have the estimate done to replace her system.After MrS [redacted] looked to see what was needed to replace the system, he went to his van to write her a proposal for a new systemWhen he went back to the door the customer would not answer the doorAfter waiting for 10-minutes a gentleman came to the customer's house, she then opened the door and told MrS [redacted] to just leave the estimate on the table and she went upstairs.A few days later the customer called into our office to tell us how unhappy she was with our service, she said MrS [redacted] had been there and ripped her offI told her I would have the owner Jack S [redacted] call her that dayWhen Jack S [redacted] called the customer she was very rude and used a lot of profanity, every other word was the “F” wordShe then told MrS [redacted] that our technician Bobby W [redacted] was never there and she had never paid anyone from our companyThe next day the customer called in and talked to MrS [redacted] againShe told him that she felt like our company had ripped her off and that her unit was running fine before our company showed up, again after saying she never paid us.A few days later she called in and talked to Tonya P [redacted] to again say how unhappy she was with our company and that our technician had sold her a used partMsP [redacted] told her that we do not sell used partsThe customer's response then was that we were liars and unethical and that she would be reporting our company to the Revdex.comEvery phone call came with a new allegation.As for the coupon the customer never presented the coupon or we would have honored itNor did she ask for a refund at any timeWe would be willing to refund the customer the price of the capacitor $as that is our standard procedure when we find a major repair needs to be done on a unit.We would have been happy to discuss this with the customer but every time she called in she was irate and used a lot of profanityShe did not make sense half the time and kept constantly changing her storyNo one could reason/talk to her half the timeThe customer did not give us a chance to respond to herShe just continued to either bad mouth our company and our technicians and tell us how unethical we were or she was arguing that we were never there.If any further information is needed please let us know.Sincerely,Sandra S

Dear [redacted] , We are sorry to have disappointed you with our previous response.Our alliance with [redacted] is meant to offer a streamlined, seamless product, which will make travel easier for and ultimately benefit the customersThey are committed to providing all passengers with a consistent level of comfort and service while still maintaining each partner’s unique style and personalityAt this time, each airline has its’ own separate reservation and chesystem, which allows only a partial integration of the booking and flight dataEfforts are currently underway to align the reservations systems so as to offer our clients the benefit of true joint reservationsThis will allow our staff, as well as those at [redacted] which is handled by Aeroporto di Firenze S.P.Astaff at the checounters and departure gates in Florence, to have access to each other’s booking and flight information to better facilitate our passengersTherefore if you have any further questions regarding the flight irregularity or handling of the delay, we kindly suggest for you to contact [redacted] directlyWe are confident that your concerns regarding your experience will be addressed to your satisfaction.It is disappointing to hear that you were unable to locate the email that our staff had sent you on September [redacted] verifying that there had been a problem with your credit card paymentAlthough further confirmation from your bank and credit card statement will indicate that no payment had been processed at that time and therefore the tickets were not generated for your departure on December **.While it is regrettable that we are not able to provide you with the positive response you are seeking, it is our hope that you will consider Lufthansa once again for your future travel plansSincerely, [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: Lufthasa representative is not paying attention to my complaint1. I didnt complain flight was late. I dont need to be educated that this is beyond control of company. I didnt request compensation for being late because of the de-icing.2. I did made mistake about complaint in fax but your representative responded after 2 months and only after I called 3 times. I also send the email and snail mail with correct date that you didnt repond at all.3. I dont see sticker for [redacted] attached ot the correspondence. I asked [redacted] representative how can I send this luggage but he said that I need to pack it the luggage since it is so damaged.4. Airline is liable for damage to the items inside. My stuff was properly packed and stuffed to avoid damage. It was damage neverthless. Items that got damage are not fragile either. For example, the wooden crate for plants were broken in several places. This is not fragile item. IO drive/caera got damage and it was wrapped in 4 layers of bubble foil, or rolls of negative were damaged. Even books got dented. This suggest rough handling. Lufthansa is trying ot suggest that items were improperly packed or fragile but it is to contrary. According to the Montreal convention items in the luggage are subjected to compensation up to 1000SDR. This is not address by the response at all. The lufthansa response is retroactive and impersonal. I demand that they apologize in writing for delay in processing my claim and compensate me from broken items. I also need label for [redacted] return. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] I have heard from Lufthansa airlines and will be paid the special drawing rights that I am eligible for due to the lost luggageHowever, my husband and son were also missing their luggage for days and we are not being reimbursed for their out of pocket expensesIn a reply email to Lufthansa I asked what I need to do to itemize my refund request to indicate the expenses specifically related to my husband and son's missing luggageThat was on and I am waiting to hear back In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] ***, REF [redacted] Thank you for your correspondence and for choosing Lufthansa for your travel plansWe offer our sincere condolences for the recent loss of your grandfather and are honored that you trusted Lufthansa during your time of need.We are sorry to hear that you were unable to travel as planned for the Lufthansa flight [redacted] on March [redacted] from [redacted] to [redacted] since you had arrived late at the checounter and your flight had already been finalizedWe can only imagine your frustrationFor an international flight, our published check in deadline in [redacted] is minutes and according to our staff, you had not arrived within the allotted time in order to process the baggage plus verify the necessary travel documentsTherefore, you and your mother had missed the flightWhen unexpected irregularities do occur, we expect our staff to assist all passengers and to do everything in their power to hold inconvenience to a minimumIn these instances, passengers could have rebooked their flights to their final destination at the earliest opportunity by contacting our Call CenterWe understand that our staff had provided you with our toll-free phone number since Lufthansa does have a ticket counter in [redacted] who handles ticket sales or changes to a reservationAccording to the history of your reservation, our staff had rebooked you for the following day with Lufthansa flight [redacted] from [redacted] to [redacted] with a connecting flight [redacted] to ***As per Lufthansa’s tariff filings, the restricted fare type purchased incorporated fees which is applicable after ticket issuanceWhenever the data on a ticket is amended by the customer; a change fee may apply or a new ticket may be necessary to be purchasedTherefore, the additional collection for the rebooking fee USDplus reinstatement fee USDwas correctly collectedPlease understand that we also incur additional costs associated with special and restricted fares when there are any cancellations or changesWe would also like to inform you that according to our flight records, the Lufthansa flight [redacted] on March [redacted] had not been oversold and that the aircraft had left with two open available seats in the economy class compartmentWe regret that since you had missed your original booked flight, you had also missed your connecting flight with [redacted] from [redacted] to [redacted] As you had purchased two separate tickets, one through Lufthansa and a separate one through ***, each ticket had a separate binding contract and therefore the rules of the ticketed fare must be followed for each carrier; although we were sorry to hear that you had to also pay a rebooking change fee to [redacted] *** [redacted] ***, our response may not be the one anticipated and we appreciate your understanding of our positionIt is our hope you will offer us the opportunity to welcome you and your mother on board a future Lufthansa flight once again.Sincerely, [redacted] ***Customer Feedback North America Lufthansa GroupLufthansa German Airlines [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] Hello-The factory that packaged this product is a big company known all over the world.When I bought this product the factory packaged them it itselfI didn’t doany of the packagingThe Styrofoam is something that any factory uses toensure the product is safe by the time I came home safelyFor example when youbuy a t.v or a clock there is syrofoam inside there to keep it safe and not getdamaged You keep saying over-sized over-sized why would you accept this from the beginningNobodytold u that yall don’t accept this product from the first placethis is youremployee mistakeWe paid the $because it was over-sizedWe shipped alongwith this product some other products and they all came safely except that oneproductIf this was over-sized then why would you even accept the product evenwhen we paid extra $because it was “over-sized” ? WE DID GO IN PERSON RIGHT WHEN WE FOUND OUT ABOUT THE DMAAGE WHEN WE WENT THE LADY ATTHE LUFTHANZA CUSTOMER SERVICE TOLD ME TO GO UPSTAIRS AND I DID AND THERE WASABSOLUTELY NOBODY UPSTAIRS TO HELP MEAND THE DOOR WAS LOCKEDSOME OF THEEMPLOYEE HAD ALREADY LEFT AND SOME WAS DOWNSTAIRSI WENT UPSTAIRS AND NOBODYWAS THEREWHEN I WAS COMING DOWNSTAIRS IT WAS A ONE WAY AND I COULDN’T GOBACKSO I MADE THE CLAIM AFTERWARDS THROUGH EMAIL AND IT WAS NOT FULLYRESOLVEDI ALSO HAVE A WITNESS In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] , in accordance to our previous statements, Lufthansa is not in a position to honor [redacted] ' request for additional compensation. We are therfore, respectfully, closing this matter. Sincerely, [redacted] on behalf of Lufthansa German Airlines [redacted]

At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID [redacted] , however my complaint has NOT been resolved because: The email that I have attached is not directly related to this claim via Revdex.com I took a survey and told them everything there, and this is their response I have tried to contact them via various forms of communication, and they continue to tell me the same things I do not think it is acceptable to treat a paying customer this way Sincerely, [redacted]