Lufthansa Group

8/31/15Dear [redacted]:Customer called in on July 30, 2015 and made an appointment for a spring check up on her system. She was schedule for August 7, 2015 at 8:30am. Our technician Bobby W[redacted] arrived and found the system not cooling. After 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 unit. The customer agreed to have the capacitor replaced.After replacing the capacitor the technician continued checking the system and found the system out of refrigerant. Our technician than told the customer she would need a leak check as her system was out of refrigerant. The customer paid the technician $275.95 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 leave. Upon the customer answering the door she asked him what he was doing there wasn’t he already there early today. So Mr. S[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 here. Then Mr. S[redacted] asks her if she wanted a leak check or an estimate on a new system. She agreed to have the estimate done to replace her system.After Mr. S[redacted] looked to see what was needed to replace the system, he went to his van to write her a proposal for a new system. When he went back to the door the customer would not answer the door. After waiting for 10-15 minutes a gentleman came to the customer's house, she then opened the door and told Mr. S[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 Mr. S[redacted] had been there and ripped her off. I told her I would have the owner Jack S[redacted] call her that day. When Jack S[redacted] called the customer she was very rude and used a lot of profanity, every other word was the “F” word. She then told Mr. S[redacted] that our technician Bobby W[redacted] was never there and she had never paid anyone from our company. The next day the customer called in and talked to Mr. S[redacted] again. She 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 part. Ms. P[redacted] told her that we do not sell used parts. The customer's response then was that we were liars and unethical and that she would be reporting our company to the Revdex.com. Every phone call came with a new allegation.As for the coupon the customer never presented the coupon or we would have honored it. Nor did she ask for a refund at any time. We would be willing to refund the customer the price of the capacitor $196.00 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 profanity. She did not make sense half the time and kept constantly changing her story. No one could reason/talk to her half the time. The customer did not give us a chance to respond to her. She 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],Thank you for your
correspondence and for choosing Lufthansa for your travel plans. Being 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...

**
only to find out that your tickets had not been processed. According to the history
of your reservation, you had contacted our Call Center on September ** 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 you. However 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 cancelled. The
reservation was held until September ** and then cancelled. Your 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 fare. Your disappointment is
certainly understandable. It
is upsetting to learn that your return flight on December ** operated
by Air [redacted],
marketed by LH[redacted], from Florence had been delayed for four hours and 50
minutes due to weather conditions in Munich which resulted in you to miss your
connecting Lufthansa flight to Newark. It 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
deserve. Although 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
customers. 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.   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 minimum. In these instances, passengers are rebooked to their final
destination at the earliest opportunity, subject to availability of
seats. 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 UA107 to Newark. On 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 journey. Nevertheless, 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 prevented. In addition, we would also like to inform you that Lufthansa is
absolved from its obligation under the terms of EU Directive 261/2004 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
position. We 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
[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

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

*, 2016 equals $1603.00 USD.As your claim amount exceeds this amount we are only able to reimburse this amount. A check was sent to you on November **, 2016.We regret to hear of the inconvenience that was caused with the initial delayed bag and then our Central Baggage Tracing determining it as a Total Loss. Baggage is actively traced for 100 days then after this time it is retired from active tracing. However if the bag is located after this date it will be delivered to your permanent address that you provided on your Property Irregularity Report.Thank you for your understanding.Sincerely, Tanya C[redacted]

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 itself.. I didn’t doany of the packaging. The Styrofoam is something that any factory uses toensure the product is safe by the time I came home safely. For 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 beginning. Nobodytold u that yall don’t accept this product from the first place. this is youremployee mistake. We paid the $400 because it was over-sized. We shipped alongwith this product some other products and they all came safely except that oneproduct. If this was over-sized then why would you even accept the product evenwhen we paid extra $400 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 ME. AND THE DOOR WAS LOCKED. SOME OF THEEMPLOYEE HAD ALREADY LEFT AND SOME WAS DOWNSTAIRS.. I WENT UPSTAIRS AND NOBODYWAS THERE. WHEN I WAS COMING DOWNSTAIRS IT WAS A ONE WAY AND I COULDN’T GOBACK. SO I MADE THE CLAIM AFTERWARDS THROUGH EMAIL AND IT WAS NOT FULLYRESOLVED. I ALSO HAVE A WITNESS.  
 
 
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]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
Thank you for your continued
correspondence. We can certainly understand your upset when you were charged an
additional fee to change your flights from Warsaw.
 
Your feelings given the
circumstances as described are certainly understandable.
A review of your ticket
indicates that the non-refundable restrictive purchased incorporate change fees
which do not provide any provisions for medical emergencies.
 
However, we would like to be
of assistance. We value your patronage and as goodwill the rebooking fee will
exceptionally be refunded. A check in the amount of USD300.00 will be received
within the next three weeks at your Huntington address.
 
We are grateful for the opportunity to review your
situation and look forward to welcome you on board under more pleasant
conditions
 
Sincerely,
Lufthansa German Airline

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]

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]

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

Dear [redacted],Thank you for your correspondence which was forwarded by the Butter Business
Bureau. We 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
received. Liability for checked baggage is regulated by the Montreal Convention and is
limited to a maximum of SDR 1,131.00 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/treaties. Liability for checked baggage is inclusive and covers
total loss, interim purchases, pilferage and damage. On December **, 2014 we have mailed a check for maximum liability of
USD1748.00, based on the currency exchange rate of June **, 2014. 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 soon. We
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],Lufthansa Customer Feedback received 4 separate feedback from [redacted] Law and all are now merged into one feedback [redacted]. We responded to [redacted] feedback on August **, 2015 and requested proof of ownership for the missing items of a pearl necklace/earrings and...

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

Dear
[redacted],
We regret to learn that we have
disappointed you and your family with the tickets purchased for your parents.  Please be advised that due to German privacy
laws, we may only discuss the individual’s particular details with the
passenger directly.  However, we...

are glad
to provide you with the general document information.
Each country’s government has its
own rules concerning visas, entry permits, duration of validity, etc., and
Lufthansa has no influence regarding their implementation.   The airlines typically review the documents to assist the traveler and to ensure smooth onward travel since local
authorities impose severe fines for non-compliance of regulations.  When our call center agents are asked about
transit regulations they will be happy to provide the information.  However, ultimately
it is the responsibility of the individual passenger to ensure that he/she
possesses the proper and accurate documentation required for transport. 
If your parents have additional
concerns, they may write to us directly at [redacted]
Lufthansa Customer Feedback[redacted]

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted]. I have emailed the person in charge of my case, Ricardo, and have not heard back. I have called several times and receive the same answer - that they will notify Ricardo...

and reach out the Accounting office (which is in Germany). I have not heard any replies. Sincerely,[redacted]

Dear [redacted],                                 REF [redacted]Thank you
for your correspondence and for choosing Lufthansa...

for your travel plans. We are sorry for the
inconvenience you experienced when you had found out that the Lufthansa flight
LH437 on March ** 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 deserve. We realize our
customers expect their flights to operate as scheduled and we make every effort
to do so. However, 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 passengers. Despite 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 prevented. Lufthansa is,
therefore, absolved from its obligation under the terms of EU Directive
261/2004 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 minimum. In these
instances, passengers could have rebooked their flights free of charge to
their final destination at the earliest opportunity, subject to availability of
seats. We 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 time. However, our ticketing staff at the airport in Chicago had been
available from 13:00 until 22:30 for rebooking and re-issuing tickets for our
passengers. According 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 UA907 to Frankfurt with a connecting flight LH648 to
Almaty. We 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 weeks. On behalf of Lufthansa, we sincerely apologize for the
disruption to your travel plans and all inconveniences as we realize you
incurred additional unexpected expenses. We
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 understanding. Therefore 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]
[redacted]

[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:
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 excuses. Star 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 policy. Thank you
 
 
 
 
In order for the Revdex.com 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:
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]