Lufthansa Group

Dear *** ***:We had left several messages for you on your phone in July but never heard back from you. Please accept our apologies for the delayed delivery of your luggage. Of course Lufthansa will reimburse you for the clothing expeense incurred. Our check will be mailed to you
within the next three weeks.Lufthansa remains at your service.Sincerely,*** ***
*** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Business reply was one sided ,without hearing my side, based on internal , covered up investigationThe facts on the ground show that Lufthansa *** employee made a clear mistake and caused luggage delay in questionHis action were covered by immediate *** as she understood the financial consequences for Lufthansa,
so incident blame was shifted quickly to passenger, which is very unethicalImmediately after incident online claims were filed with Lufthansa , but after weeks were never processedSeems like USA Lufthansa Customer support is non existent
There are expenses to be covered as a outcome of luggage delay. Lack of Customer support in the USA can not be excuse for passengers stress, aggravation and monetary lossHopefully Lufthansa will stay up to its reputation and will correct its employees action
]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,Thank you for sending us
pictures of the damaged flower boxes that were packaged inside your suitcaseAs a requirement for all insurance and
damaged claims, our accounting department normally would require a copy of receipts
or proof of purchase in order to verify ownership and the value of the items
that are claimed damaged. We would, however, like to assist you and therefore will
be mailing you a check for USD200, as a contribution toward the damaged items
which should arrive at your home in Philadelphia within the next three weeks
If you should locate your original receipts for the damaged items and send them
to our office, we would be pleased to review your claim once again for
additional reimbursement.We value your continued patronage and look forward to
serving you in the future.Sincerely,** ***
*** *** *** ***
*** ***
*** *** ***
*** ***
*** *** ***
*** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The airline is lying! Weather was okay in FrankfurtThere was about a centimeter of snow on the ground and NO precipitationThrough out the day there was VERY little rain and VERY little snowI would know because I was at the airport from 7:30am to 8:30pm!! Other flights such as to Paris were leaving at the timeSo were the "weather conditions" only affecting the Krakow runway? Or could it be the reason that was a total of less than passengers and the plane has over seats???? Paris flight had probably people or so I guess it made the runway conditions okay since most of the plane would be filledI am sure it was MUCH cheaper for the airline to put us in a hotel than fly people to Poland! Lufthansa ALWAYS uses the weather as an excuseFor example, on our flight to Chicago from Frankfort the captain said we were arriving late because of weather conditions YET in Frankfurt we were late boarding by at least minutesOur flight experience was AWFUL alsoBroken chairs, TV screens and food that tastes worst than ***'s that made my son SICK.How about refunding us than the flight from Frankfurt to Krakow since you cannot refund taxes?? You and I both now that Lufthansa is lying! Awful awful airline with no customer service!
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Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ***.Sincerely,*** ***

To Whom it May Concern:When I spoke to *** *** over the telephone on the morning of October **, she explained to me that the lamp she had brought home with her was damagedShe advised me it had styrofoam in the box and was wrapped in plasticIt is only now that she is saying it was professionally packagedI had asked her previously to prove it was professionally packagedShe did notIn her latest letter to you, she also states "it was professionally packaged and nobody was allowed to open it." If that is the case, and it came to our airline never being opened, she does not know if it was damaged before she even checked it in.I explained to her that we do not offer any type of "fragile" service through our checked luggageThe reason she was charged $was because it was an extra piece and it was oversizeEach passenger was permitted to check one piece of luggage free of chargeThis was an extra piece that was in a cardboard box and more than 62" including length plus width plus height in sizeShe was therefore charged an additional $as it was an extra pieceShe was also charged an additional $as it was more than 62"The payment of $was nothing to do with paying for fragile careTo prove damage was the airline's responsibility, the report must be made in person at the airport which did not happenShe would not give me a valid reason why she could not make the claim at the airport*** *** claims there was no Lufthansa staff when she landedWe always have Lufthansa staff on the ground in the baggage area to handle claims for every one of our flights In special circumstances we accept the claim in writing within seven days, however it is then up to the passenger to prove the airline caused the damageIf you have any questions, please do not hesitate to contact meSincerely,*** ***Customer Feedback North America Lufthansa German Airlines*** *** ***
*** *** ** ***
*** *** *** ***
*** Members of Star Alliance?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They refuse to acknowledge any of their fraudulent behavior and take responsibility for any of their actionsThis representative claims that the flight was not overbooked, yet two of Lufthansa's employees working at the airport the day of my original flight, *** and ***, told me that the flight was overbooked and our seats were given away to *** *** passengersThese passengers obviously paid inflated prices to board the flight at our expense They also fraudulently quoted me three different prices on three different occasions regarding the pricing for ticket adjustments although reservation representatives said they would initially waive the change fee if we spoke to the Lufthansa supervisor there at the airport or a Lufthansa front-desk agent and they adjusted the "no show" notation, because we were in fact there for the flight over an hour earlyI provided proof of the alterations made by the supervisor, that day, ***, regarding the removal of the fraudulent "no show" notation, so that the Lufthansa reservation representatives would waive the fee as they stated, and they refused to honor it because they claimed they didn't see the supervisor's alterations in their system although I had printed documentation from the Supervisor I offered to fax them regarding the adjustment and *** even spoke to one of the reservation representatives on the phone directly and explained she had made the adjustmentWe were treated disgustingly by everyone working for Lufthansa and they still refuse to acknowledge thatInstead they choose to deflect blame as to avoid taking any responsibility for their actions because they don't want to incriminate themselvesWhen asked why I was quoted different prices, starting at a lower price and increasing drastically on different occasions over a duration of hours, no Lufthansa representative responded to that question, because they know that they are implementing fraudulent practicesI was originally quoted $from the first representatives I spoke to, who also said they would waive the fee if I spoke to a Lufthansa airport representative and then the price fluctuated from there when calling back to speak to other reservation representativesYet, the person that responded to this complaint refuses to acknowledge or explain why I may have been mislead and quoted various different prices by LufthansaShe only explains the final fraudulent pricing I paid because I had no choice and had to make the next flight to a family funeral that they caused me to miss the day before by giving my seat away to *** *** passengersAgain, she is deflecting from answering any questions or resolving any real issuesShe is lying as well and providing conflicting information, which is also what I experienced the day of my original flight, that did not allow me to board because again they gave my seat away to *** *** passengers paying a fluctuated price, so they could make money although I was a paying Lufthansa consumer that booked my ticket in advance*** and every Lufthansa representative I spoke to that day all lied and sent me around in circles FOR HOURS by providing conflicting, fraudulent, indifferent informationThis representative is also lying and providing conflicting information that doesn't correlate to what I was told by other Lufthansa representatives regarding pricing, and ove- bookings and everything in her responseLufthansa refuses to address any real issues with customers, instead they like to talk in circles to protect their business at the expense of customersThere are many complaints and some similar to mine, regarding Lufthansa German Airlines on the internetThey are not customer centered or friendly, but rather income driven and are willing to make money by an greedy, fraudulent means possibleI am still looking for a refund of $If Lufthansa checks their phone records, which they are unwilling to do, because they don't want to accept responsibility for their fraudulent behavior, they will be able to access full conversations with their representatives regarding this issue and promises made that day regarding waiving the re-booking fee if I spoke to a Lufthansa supervisor or front-desk agent at the airport and they adjusted the fraudulent "no show" notation and it was adjusted or removed, which I did and have printed evidence ofAgain I would like my $and I can provide the evidence of the "adjustment" made by Lufthansa Supervisor, *** if this representative would like itI would also like to point out the Lufthansa supervisor *** is a compulsive liar and lied to my mother and I about numerous things while at the airport.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It doesn't compensate me for any of the loss I incurred due to Lufthansa failing to satisfy their obligationsNot even the difference in ticket's price!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,
REF ***
Thank you for
your correspondence which has been forwarded by the Revdex.comBeing in the
service industry, we rely upon the observations of
our customers and appreciate your taking the time to make us aware of your
concernsWe want to provide all of our passengers with the service that they
have come to rely upon from us and your feedback helps us to measure the
success of our efforts
According to
our staff in ***, you had not located your luggage at the baggage claim area
upon your arrival with Lufthansa flight LHon October *Our staff retrieved
the information from our computer system that your luggage had indeed been
loaded for the flight and they were able to locate your luggage which was left
behind at the arriving baggage carouselSince you had already cleared US
customs, it was not possible for you to re-enter the area to clear your own
luggageAs a result, our staff had to wait for an inspector to open your
luggage and search your bag since our staff was clearing the luggage on your
behalf due to mandatory required customs clearance
We are sorry
that this may have taken an extended period of time as we understand that you
had decided to leave the airport without your luggageTherefore, it was
necessary for you to return to the airport at your earliest convenience to retrieve
your luggage from our lost and found officeRegrettably, we are unable to
provide you with the positive response you are seeking regarding reimbursement
for your clothing and toiletry expenses since your luggage had indeed arrived
on the same flight
It is
upsetting to hear that our staff was perceived as unhelpful or unprofessional
Lufthansa, over the years, has consistently earned high marks in all aspects of
customer service, and our courteous, friendly, and helpful front line staff, is
a cornerstone of our successAny behavior or attitude that jeopardizes the
reputation we have earned will be addressedThe personal efforts of our staff
are imperative to maintain the high quality of service offered by our company
and a copy of your correspondence has already been forwarded to our ***
Management Team for their information and in view of your observationsOn
behalf of Lufthansa, we sincerely apologize for any inconvenience
*** ***, we value your patronage and ask for you to
view this experience as an exception to our performance and assure you that we
will strive to ensure that future flights with us will again meet your
expectationsThank you for your patience and understanding
Sincerely,
*** ***
*** *** *** ***
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Dear *** ***:
I very much regret that our phone conversation could not be completed due to the defective connection
I am sorry to learn of the reported damage to your checked baggage on your recent journey. Luggage is normally processed with care and accuracy and the vast majority is handled without incident. Please accept my apologies, on behalf of Lufthansa, for any inconvenience experienced
Since we would like to be of assistance, the damaged bag can be sent to our repair shop. You will receive a prepaid *** ** label for you via emailPlease drop off your bag together with the pre-addressed label at a *** location near you. Your bag will be delivered to *** *** for prompt assessment and will be returned to you within two weeks from receiptShould they not be able to fix it, a replacement will be providedTo ensure a quick response from ***, please be sure to print your name, address, telephone number and our LH reference number on a sheet of paper, and enclose the information inside your bag prior to shipping. You may contact ***, toll free, at * *** *** *** to check on the status of your bag. Please refer to the file number provided above
We are sorry to learn your report of missing items from your luggage. Please accept our sincere apology for all related inconvenienceYour concern about the security aspect of travel after experiencing the loss of personal belongings is very understandableSince baggage is channeled through various points which include governmental agency and security checkpoints, it is not possible to determine exactly where the loss occurredPlease be assured that your report has been forwarded to the relevant security areas at Lufthansa Airlines for internal review
May we advise that liability for checked baggage is regulated by the Montreal Convention; loss or damage to items contained therein should be reported immediately to Lufthansa upon arrivalWritten notification within seven days is also acceptable for consideration. Lufthansa respectfully declines your request for consideration of missing items, as notification was outside of the aforementioned seven day time limitYou may want to look into the possibility of coverage under a private insurance
We appreciate having the opportunity to respond and assure you of our interest to be of continued serviceThank you for your patience and understanding
Sincerely,
*** ***
On behalf of
Lufthansa German Airlines
*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
They still refuse to acknowledge their wrong-doings and fraudulent behaviorThey still continue to lie and provide conflicting information regarding what occurred that day of my original flight and refuse to honor any offers or statements made by their representatives that are also liarsThey also refuse to acknowledge or review provided evidenceI have offered evidence several times and none of their representatives have acknowledged that because the company is again FRAUDULENTI don't believe that they will alter their decision or change their fraudulent behavior unless a lawsuit is filed against the company by consumersI will not fly Lufthansa again, so I don't know why the responding representative continues to repeat the same robotic statementThe company is very corrupt and I will definitely let that be known to the general public and other consumer protection companiesAgain, my seats were given away to *** *** passengers that paid inflated prices to fly and the airline was "overbooked" that day, as stated by Lufthansa Airline employees at the *** airport, *** and *** and they violated their own policy, by closing the gate over an hour early the day of departure I stand by what I have saidThe company is fraudulent and they are all liars
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***, Thank you for your continued correspondenceWe are sorry to have disappointed you with our responseAs indicated previously, the manager on duty in *** was contacted upon receiving your correspondence and verified that you did indeed arrived late.We have reviewed your case in detail and conclude that no new information warrants a change in our decision and further considerations will not bring forth the positive response you are seekingAs indicated previously, the flight had not been oversold and departed with open economy class seatsPlease 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 in applying the rules of the ticketed fare.We regret that we were not able to meet your expectations in this particular case; however it is our hope that you will consider Lufthansa once again for your future travel plans.Sincerely,** ***Customer Feedback North AmericaLufthansa German Airlines

[redacted]
[redacted]
Dear [redacted]:Below is our reply to [redacted] with copy to her.We hope to have clarified Lufthansa's...

position.Thank you for contacting us.Sincerely,[redacted]Customer Feedback North AmericaDear [redacted]:
 
We are in receipt of the
complaint letters you sent to both the DOT and the Revdex.com.
 
Please allow
us to reiterate that we sincerely regret to learn that your travel plans were
disrupted by weather related issues in Frankfurt which affected the runway
conditions; thus your flight was cancelled. I would like to offer my apologies
for the inconvenience you and your son experienced as a result of this
disruption.  Once again, we extend our
condolences for the loss of your grandmother.
 
We know our
customers expect their flights to operate as scheduled and we make every effort
to do so.  Many factors can affect operating conditions which includes
extraordinary circumstances such as a strike and bad weather, therefore flight
schedules cannot be guaranteed.  While I can certainly understand your
frustration, I appreciate your understanding that all decisions are made with
the safety of our passengers and crew first and foremost. 
In accordance with EU guideline 261, liability
is excluded for consequential damages including loss of time or wages resulting
from flight irregularities.  Lufthansa is also not obligated to absorb any
additional expenses that a passenger may incur in this regard.
As per the above mentioned
correspondences, you request that one quarter of your tickets be refunded to
you.  Please allow us to explain that
your fare was $247.00 for each ticket; in demonstration of goodwill, we have
offered you $150.00 for each passenger for the total of $300.00, which is more than
25%  of each ticket; the check should be
at yours by the first week in February 2015. Please also note that Lufthansa is
not in a position to refund any portion of taxes paid since that is money
collected on behalf of the different countries in your itinerary.
 
Based on the above described,
we respectfully close our file and thank you in advance for your kind
understanding of Lufthansa’s stance.
 
 
Sincerely,
 
[redacted]
On
behalf of
[redacted] 
[redacted] 
[redacted] 
[redacted]

sent 01SEP2016 Dear [redacted]
Thank you for
your correspondence forwarded by the Revdex.com and for the
opportunity to reply.
Our refund
department has advised that the USD300.00 fees were refunded. Two $300.00 fees
were credited to [redacted] on July *,...

2016 and one $300.00 fee was credited
to [redacted] on August **, 2016. Kindly allow two billing cycles for a credit
to appear on your credit card statement.
We appreciate having the opportunity
to respond and assure you of our interest to be of continued service
Sincerely,
B.M[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:

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 7 days. When 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 to. The 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 Texas. That 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 responsibility. I was told at that time to contact Lufthansa again to get the proper information on where to send my request. By the time, it was over the 7 days. The 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]

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 1 Response: [redacted]jul14[redacted]RESOLVED[redacted]Issue 2 Response:I paid the $400 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 $400 to handle with care came totally damaged and we sent pictures to Lufthansa for them to see. When they said it was oversize, when they accept to take it on the counter in the airport and they charged us the $400 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 there. the 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 happened. Damaged Luggage: [redacted]RESOLVED[redacted]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 FACTORY.. if 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 it. The receipt that I attached to the Lufthansa and the receipt that is attached now both have my name on it. We have proof regarding ym husband when we went to Egypt one month before us ion June 9 with my 3 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 professionally. if 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]

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 number. According to your reservation, you had traveled with Lufthansa...

flight LH426 on December ** from Frankfurt to Philadelphia. We were sorry to learn that the flight had been delayed for one hour and 49 minutes due to weather conditions and de-icing requirements. It is our aim to provide a worry-free travel experience for all passengers and like you, we are disappointed when this goal is not achieved. Because your time is valuable, Lufthansa continuously strives to maintain the superior operational performance you deserve. Although every effort is made to maintain flight schedules as published, we are occasionally subject to flight irregularities and we sincerely regret the consequent problems to our customers. Despite our best efforts, many factors beyond our control may impact flight operations and while we can certainly understand your frustration, we appreciate your understanding that all decisions are made with the safety of our passengers and crew first and foremost. Nevertheless, 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 prevented. Lufthansa is, therefore, absolved from its obligation under the terms of EU Directive 261/2004 to provide compensation payments. On 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 evening. We can only imagine your disappointment. In your prior letter which was faxed on December **, you had indicated that your travel date was on November ** and at this time you did not provide us with our reservation record locater. Therefore, our colleague in Germany had declined your request for repair. A copy is enclosed for your reference. We would like to be of assistance to you. At your convenience, please drop off your bag together with the enclosed pre-addressed [redacted] label at a [redacted] location near you. Your 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 letter. Please place the copy of the letter inside the damaged bag. Don’t forget to include your telephone number, so a [redacted] representative can contact you if necessary. You may contact [redacted]s, toll free, at ###-###-#### to check on the status of your claim. Please 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 damaged. It is strongly suggested that items of a fragile nature be wrapped and shipped separately and for any valuable items to be shipped separately and insured. Therefore, 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 incident. We appreciate your continued patience and cooperation in this matter and look forward to serving you in the future. Sincerely,[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Lufthansa German Airlines has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Dear Sirs:Please be advised that the check for $673.00 was issued on July **, 2015.  it was mailed to the address provided by passenger [redacted] which is different than the one shown on your correspondence. We will check with our bank, place a stop payment and issue a replacement to be sent...

to the address she provided you.Accordingly, we close this file. Thank you for your kind cooperation.Sincerely,Delia M[redacted]on behalf of Lufthansa German Airlines. [redacted]