Lufthansa Group

Dear [redacted],[redacted]'s feedback number is [redacted] and he was reimbursed in the amount of $149.62 USD on June *, 2015. This was for Property Irregularity Report [redacted] and represents 50% reimbursment for clothing and 100% for toiletries/undergarments while the one bag was...

delayed from May **, 2015 until May **, 2015.Sincerely,[redacted] Lufthansa German Airlines[redacted]Fax: ###-###-####Email: [redacted] lufthansa.com[redacted] Members of Star Alliance

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 luggage. However, my husband and son were also missing their luggage for 7 days and we are not being reimbursed for their out of pocket expenses. In 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 luggage. That was on 12/**/14 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]:The alliance with [redacted] Airlines is meant to offer a streamlined and seamless product to make travel easier for our passengers. Currently, since each airline has their own separate reservation systems, the synchronization for seating assignments is not effective.  In cases where...

a flight is marketed by [redacted] Airlines and operated by Lufthansa, it is not possible to make seating arrangements in advance.  Same issue occurs when the flight is marketed by Lufthansa and operated by [redacted] Airlines.  Efforts are underway to align these reservation systems so as to offer our clients the benefit of a true joint reservations concept.  Kindly also note that advance seat reservations are not guaranteed per our Conditions of Carriage.Your disappointment with not gaining entry into our lounge in Munich is of concern to us as well.  To ensure our Star Alliance members maintain their exclusivity, benefits to our status customers are possible upon presentation of a valid Gold card.  Your frustration with this process is certainly understandable given today's technology.   Thank you for bringing the Star Alliance policy to our attention.  To this end, I have forwarded your comments to management responsible for our lounges so they may review our policy and possibly consider accepting electronic proof of status for entry purposes.Best regards,[redacted]

Revdex.com:At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID [redacted].I am attaching a copy of my ETicket and excess baggage fee I had to pay, as a result of flight cancellation by Lufthansa. Please help me resolve this issue...

urgently.Sincerely,[redacted]

Dear [redacted], Below, please see our response regarding your File #[redacted] for our passenger [redacted]. There were two separate issues I will clarify for you. ISSUE 1 - [redacted]Jul14 Passenger had delayed luggage upon arrival in to Cairo on **Jul14. She sent in several...

receipts for purchased items to be reimbursed that were purchased outside the time of her delayed luggage. Any receipts submitted for purchases made within time frame of luggage delay were paid. Remaining amount was denied. Total amount of interim purchases paid was $321.09 USD  ISSUE 2 - Flight to Dallas **Aug14 Excess Baggage Fees – Claim Denied Passenger had damaged luggage upon her return home to Dallas on **Aug14. There were six passengers travelling together. They checked in five pieces of luggage and two boxes. The first six pieces would be their free baggage allowance. They paid $400 USD for one extra piece which was oversize (receipt attached) for a total of $400 USD. Passenger wants this fee reimbursed claiming the bags were damaged and she should not have had to pay this fee.  This claim was denied as the seven pieces did arrive on the same flight as the passenger. The luggage was not delayed. Passenger did not make a claim in person at the airport to report her damage. Instead, she waited five days and reported it in writing. Damaged Luggage - Paid $200 USD  Passenger did not have receipts or any other type of proof of ownership for the five pieces of luggage she claims arrived damaged. Passenger advised the value of each of the bags were between $60 - $80 USD each. Advised passenger without receipts we are able to offer 50% of declared value. We calculated the highest amount possible of $80 per bag for a total of $400 USD. We paid 50% which equals $200 USD. Damaged Chandelier – Claim Denied As passenger did not make claim in person at airport, I asked passenger if chandelier was professionally packaged. She said it was in a cardboard box with Styrofoam then wrapped in plastic wrap. As there was no proof it was professionally packaged, as per the Montreal Convention guidelines, this claim was denied. The receipt, which I have attached for your review, has a purchase price of $29,430 EGP which at the time of her travel is equivalent to $4,116 USD. The receipt is not in anyone’s name and is very faint. If you have any questions, please do not hesitate to contact me. Sincerely,   [redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]

Dear [redacted],                                  �...⇄ 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 customers. They
are committed to providing all passengers with a consistent level of comfort
and service while still maintaining each partner’s unique style and
personality. At this time, each airline has its’ own separate reservation and
check-in system, which allows only a partial integration of the booking and
flight data. Efforts are currently underway to align the reservations systems
so as to offer our clients the benefit of true joint reservations. This will
allow our staff, as well as those at [redacted] which is handled by Aeroporto
di Firenze S.P.A. staff at the check-in counters and departure gates in
Florence, to have access to each other’s booking and flight information to
better facilitate our passengers. Therefore if you have any further questions
regarding the flight irregularity or handling of the delay, we kindly suggest
for you to contact [redacted] directly. We
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 ** verifying that there had been a problem with
your credit card payment. Although 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 plans. Sincerely, [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:

e]
 
This is picture of my sick father you think I want to fly living him like this I was waiting for hospice for him and I will contact news regarding this matter. In situations like this airlines making fortune  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
Thank
you for your correspondence forwarded by the Revdex.com. Being in the service industry we
very much rely upon the observations of our passengers; your feedback helps us
to measure the success of our efforts. 
We can certainly...

understand your
upset when you were charged an additional fee to change your flights from Warsaw.  As per Lufthansa’s tariff filings with the
Department of Transportation, the special fare purchased incorporated change
fees are applicable after ticket issuance.
Your feelings
given the circumstances as described are certainly understandable.  Special
fares incorporate change fees which do not provide any provisions for medical
emergencies.  These fees do allow passengers the ability to make changes
in case of a medical situation such as you experienced instead of being
required to purchase a new ticket.  Please understand these fees are filed
with and collected in accordance with tariff filings and all restrictions must
be observed.  We are sorry a medical waiver could not be accommodated and
regret the less than positive impression gained.
Lufthansa appeals to its vast
customer base by providing a variety of travel options while remaining cost
effective.  A review of your past dated ticket history confirms that
the ticket purchased did require a change fee of USD300.00. Therefore, your
request for a refund is respectfully declined.
Your comments concerning the
assistance you received are of importance to us as well.  Your comments have been forwarded to the
respective management for information and internal review.
We are grateful for the
opportunity to review your situation and trust you will come to an
understanding of our stance.  We are
dedicated to offering the quality of service our customers have come to expect
from Lufthansa, and we look forward to welcoming you on board under more
pleasant conditions. Lufthansa German Airlines

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 bag. Kindly expect our check to arrive in approximately three weeks. The 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 find that this resolution is satisfactory to me and the matter has been resolved. assuming that suitcase will be fixed as well
Sincerely,
[redacted]

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

your travel plans. We 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 ** from [redacted] to [redacted] since you had arrived late at the check-in counter and your flight had already been finalized. We can only imagine your frustration. For an international flight, our published check in deadline in [redacted] is 60 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 documents. Therefore, you and your mother had missed the flight. 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 to their final destination at the earliest opportunity by contacting our Call Center. We 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 reservation. According 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 [redacted]. As per Lufthansa’s tariff filings, the restricted fare type purchased incorporated fees which is applicable after ticket issuance. Whenever the data on a ticket is amended by the customer; a change fee may apply or a new ticket may be necessary to be purchased. Therefore, the additional collection for the rebooking fee USD300 plus reinstatement fee USD300 was correctly collected. Please understand that we also incur additional costs associated with special and restricted fares when there are any cancellations or changes. We would also like to inform you that according to our flight records, the Lufthansa flight [redacted] on March ** had not been oversold and that the aircraft had left with two open available seats in the economy class compartment. We 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 [redacted], 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 position. It 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]

Dear [redacted],
 
We have
reviewed [redacted]’s reservation in regard to this complaint regarding his
return reservation from Los Angeles to Izmir via Munich originally booked for
June *, 2015. According to the file history, in October 2014 there was a summer
schedule...

change that cancelled our Munich to Izmir flight on June *. There was
an automated rebooking to leave 1 day earlier with a message to the reservation
owner and ticketing agent Orbitz. It would then be Orbitz’ responsibility to
notify the passenger since they are in possession of the passenger contact
information.
 
Then in
December 2014, our schedule Munich to Izmir changed which resulted in the
cancelled booking for their June *, 2015 flight.  Once again, the flight
was automatically rebooked, but this time to leave Los Angeles June [redacted]
connecting Munich to Izmir on June * since there was no service on June * from
Munich to Izmir. This information was sent to [redacted] to advise the passenger.
 
On January *, 2015, [redacted] had contacted our agency desk and was given a waiver to rebook
the passengers on an involuntary basis to possible more suitable flight. A day
later, [redacted] contacted our reservation call center and was advised to
contact [redacted] for rebooking since they had been given authorization to rebook
due to the schedule change. There was no other action taken in either
reservation ([redacted] and [redacted]).
 
[redacted]
has since been in contact with our refund department for a partial refund of 3
of the 4 partially used tickets. The ticket for [redacted], [redacted],
was refunded July **, 2015 in the amount of USD727.59. Tickets for [redacted]
[redacted], [redacted] and [redacted], [redacted], were refunded July **,
2015 each in the amount of USD728.59. All refunds are returned to the original
form of payment. The ticket for [redacted], [redacted], is fully used and
therefore no refund processed.N.M[redacted]
 
Lufthansa
Customer Relations North America

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Let me again reinstate that you listen to the complete recordings and see for the following points : 1. It was your representative which asked to cancel the waiting list and then booked us on the wrong flight (which we could not even board). Which if considered took us out of the best option also and threw us into uncertainty and to be handled by rude and inefficient airport staff for lufthansa.2. It was misinformed by the Lufthansa representative that for the evening booking that we are getting through United, We passengers shall be responsible for everything to locate our baggage from where it is presently (which could have been on empty flight also which lufthansa chose to fly out being inconsiderate towards the stranded passengers they had) and re-book for the different carrier flight. Owing to the already unending waits previously in the lines there and the uncertainty and the way we were being treated at the airport , and kids getting more sick by each passing minute. We were forced to believe that taking the business class is the best option. At that point of time the little kids I had with me were not able to take this traumatic situation and we had to go over and stretch our spending power to get out of through the only certain window shown, which was the business class ticket availability and surety of baggage handling by the airlines themselves.The situation dilutes a lot when you question it now but at the time this all could have been avoided if your staff was able to efficiently guide and book us into the right situations (and be considerate towards the kids and them getting sick). When you talk about handling this unavoidable delay situation and handling extra passengers, I would like to put some clarity into it that : 1. Lufthansa despite having so many stranded passengers , decided to fly the flight empty instead of taking passengers2. There were no arrangements of extra flights or schedules changes to accommodate this situation.3. Lufthansa decided to open only 2-3 counters to handle the extra volume and made no effort to extend work times or staff.4. Even though passengers were called in to counters in morning 6:00 am. There was no-one at the counters till 9:00 am to even look at extra volumeSo . please do not even say that you were planned and handled the situation. You just went on with your routine as if nothing has happened and turned a blind eye to the troubles of the stranded passengers and did not put any extra effort to resolve the matter or even expedite. Just saying sorry that you could not handle the situation and ignored sick kids and troubled passengers is just shrugging off and expect the passengers to just take the trouble and keep silent about it.I have not deposited your $300 check that you have sent and intend to be rightfully reimbursed for this situation.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Lufthansa German Airlines has been resolved.
on 01/**/16, I had gotten...

an email from United Airlines asking for receipts to be mailed to them for reimbursement, which I did and I just found out today that my father is being issued a check that has been sent to Liberty Travel.  I believe the reason he is getting a check is because of your efforts.   I am so sorry I forgot to mention that I had gotten an email from them, it was actually United who responded, not Lufthansa, so this is where the confusion was.  I was going through a busy time a few weeks ago with work and I sent in the receipts, and I  never followed up with them because it's very difficult to get through on the phone, and it takes them months to respond to emails,  please accept my apology and thank you again for assisting my father with this important matter.  I am very satisfied with the services of Revdex.com and this is the second time in two months  that there were issues from the airline strike that you helped with, I am so happy that thanks to you and the  Revdex.com he is getting his money in a timely fashion, thank you so much!
Sincerely,[redacted]

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]
 A couple of days following the Revdex.com email to Lufthansa, I did receive an email from them requesting some...

documentation.  I responded to the email the very same day.  I did not receive any other communication from the company regarding the fact that even though they sent me a confirmation number for travel insurance, the insurance company said they never received our request for insurance.  The issue was not resolved, and it goes without saying, I will not be purchasing travel insurance through [redacted] ever again.I had also submitted a request to the company to recalculate the cost of changing the departure date for my son from July ** to June **.  On June **, one day before the proposed flight, we received a call by which they told us the tickets we bought were "unpublished" and that the dates could not be changed at all.  I am not sure what "unpublished" tickets are if they were available for sale on their website, but that is what they claimed.  
Based on my experience, Lufthansa does not understand customer service at all..
 
 
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:

[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 ** 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[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."This flight was scheduled to leave at 1.10pm and it departed at 7pm. That is 6hrs delayed, not 4hrs 50mins. We were asked to board the plane at 5 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 6 hour delay form the onset. Every hour that went by, the flight was delayed of 1 hour, until it was 6 hrs late. We 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 UA107 to 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 UA107 flight 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 day. Lufthansa paid for our accommodation in a hotel 45 minutes away from the airport, so our sick child only slept 5 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 261/2004 to provide compensation payments for another carrier."I am not asking that Lufthansa compensate based on the appalling service and hellish travel experience. Rather, because of Lufthansa NEVER sent a notice, an email, or a phonecall, stating that the September ** payment was declined. I have no record of this. Furthermore, 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 REQUIRED. There is no way I could have known that my payment didn't go through... unless 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 6,692.43 USD on the date of my flight. Your 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 reimbursement. I 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]

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]It is not the matter of how Lufthansa has to go about their operations. This complaint is about the irregularities and inefficient behaviour of the Lufthansa staff to handle the situation and about the misinformation and wrong handling of the passengers that I am trying to project in my complaint. You are saying sorry for all that happened and want to escape the fact that we are the ones who had to bear the brunt psychologically and financially for what led to the situation. Earlier you had mentioned that you have gone through the recordings and based on that you mentioned that nothing was out of place. Now you are mentioned that you have no recording saved that you can refer to ?? You are trying to shrug off situations and want consumers to not act on them. You are not even consistent with your reasoning of things. Just by saying sorry is not to revert the harm and financial and mental pressures we had to go through to get out of situation. Yes, travelling with kids is tough and authorities not taking responsibilities of their issues is as stressful. I request you to kindly accept that your representatives who guided is during the process misguided us and led us to purchase tickets which were out of our regular  financial capacity and we need to be reimbursed for those.   
 
 
 
 
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]