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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Again, I understand Lufthansa feels entirely justified in its decision, but I must repeat that Lufthansa charged an additional euros for two refundable tickets and then refused to honor the refundThe saddest part in all of this is that I payed an extra fee for refundable tickets, and canceled with sufficient notice to give Lufthansa time to resell the tickets (which they did)If Lufthansa didn't have a customer service department that said one thing while the deeply buried terms of service said another I might feel a little better about all thisIf Lufthansa refuses to stand by their word that is their right apparently, at least refund the extra fee paid for refundable tickets Regards, [redacted]

Dear [redacted] and [redacted] ***, Thank you for the correspondence forwarded by the Revdex.com and for the opportunity to replyWe sincerely regret learning of your disappointment with the service you receivedWe realize that flight scheduling can make the difference to suit our customers’ needs, and every effort is made to effectively meet the travel requirements from our broad customer base This is why Lufthansa offers customers a broad range of fares Many factors that can influence fares at any given time, to include origin and destination, the season of travel, the length of stay, and the rules and restrictions governing the requested fare, to name a fewAccording to your record, your non-refundable ticket was issued against a special fare economy ticket with restrictions We apologize for any misinformation you may have received however, please note that the restrictions form part of the existing air tariff as filed with the Department of Transportation In the case of special fares the restrictions may not be waivedIf you wish to cancel the booking only the applicable taxes will be refundedIf you wish to rebook, the booking for the new travel dates must be made prior to the original booked travel dates, i.eAugust 17, (5PM Europe time/ 7AM Mountain Standard Time)The ticket reissue/rebooking fee plus any applicable upsell or tax would be collected at the time of the change [redacted] and [redacted] ***, while we understand this may not be the reply you were anticipating we nonetheless are certain you will understand Lufthansa’s position in this matter Thank you for your understanding Sincerely, BM*** Lufthansa German Airlines Customer Relations North America P.O.Box *** [redacted] East Meadow, NY ***

We received your correspondence dated September 22, regarding your case ID [redacted] We appreciate the opportunity to respond to your concerns.This case, our Feedback ID [redacted] was assigned for handling on September 3, The correspondence was dated August 19, In this correspondence the complainant asked for a refund of seating fees paid for his parentsThis refund was initiated by our general reservations agent on July 10, 2016.The complainant indicated after this time he had been advised by our general reservations representatives that a refund had been requested and completed on July 29, however no refund was shown on his Credit Card.We forwarded this request to our refund specialists on September 3, for their handling and asked them to contact the customer directly with a refund letterWe informed the customer by email that we received the complaint and the actions we had taken.Our refund specialists confirmed to Customer Relations on September 6, that the Seat assignment fees for the outgoing flights had been refunded since July 28, However the seating fees for the return flights had not yet been refunded as they wanted to clarify the request.We responded to them on September 11, to refund the return flight seat assignment charges and to contact the complainant to confirm the refund in writing as he requestedWe then received the information from you that the complainant is still unsatisfied and is claiming that no refund was received.We have confirmed with our refund specialists that the final refunds were completed on September 21, This should reflect onto the credit card within 10-business daysAll refunds were refunded to the original credit card usedThe complainant should now see refunds on this cardThe first refund should be dated July 28, and the second September 21, Both refund amounts would be 14,Indian Rupees.We see this situation as resolved as the refunds have been finalizedIf there is any further information required please contact us via email at [email protected] adding ** [redacted] in the subject line.CM [redacted] Customer Relations North America

From: Lufthansa Customer Relations [mailto:[email protected]] Sent: Wednesday, September 14, 2016 12:24 PM To: [redacted] @ [redacted] .com Subject: Your Feedback to Lufthansa, [redacted] ID [redacted] BBB [redacted] Dear [redacted] Thank you for your continued correspondence. We regret to learn of your dissatisfaction with the handling of your claim. While we certainly can understand your perspective in the matter described, we must nonetheless support the policy of Lufthansa, [redacted] and Brussels airlines as codeshare partners. A review of your booking indicates that your travel professional booked your itinerary as codeshare flights. Lufthansa was only booked as the marketing carrier and [redacted] and Brussels were booked as the operating carriers. Check-in for flights is with the operating carrier. We are sorry to learn of any confusion regarding the operating carrier for your flights. Please be advised that during the booking process, full disclosure of the actual operating carrier and the marketing carrier is required by law. We are sorry if you were not aware of this information at the time. Kindly contact your travel professional for information regarding your ticketed itinerary. Thank you for your patience and understanding. Sincerely, B. M*** Customer Relations North America Lufthansa German Airlines

Thank you for your response to our offer of $CAD and for suggesting a settlement of Gold Status with Lufthana’s Miles and More program for five years.While we understand your disappointment with Lufthansa, we are unable to offer a soluntion as you have suggestedWe would be happy to deposit 10,miles to a [redacted] mileage program of your choiceHowever, we cannot offer status within the Miles and More program as a form of compensation.We sincerely regret the situation that occured on-board your Lufthansa flight, however the fact that an incorrect beverage was brought to you twice is not grounds for the level of compensation that you have suggestedWe have already provided a 20% Trans-Atlantic savings certificate, we will process a goodwill payment of $CAD, and as stated above will deposit 10,miles to a mileage account for you.Kindly expect your cheque for $CAD to arrive within four weeks to [redacted] **, Burlington, ON L7L 4N2.It is never easy to decline a customer's request, and our position in no way suggests that we are insensitive to what happenedThank you for your patience and understanding.Sincerely, NT***

Dear [redacted] ***, ID [redacted] Thank you for your correspondence forwarded to us by The Revdex.comWe appreciate the opportunity to respond.We had sent your refund request to our refund department for handlingWe have been advised today that the credit of USD $1,should show on the [redacted] card ending in *** in the next 7-days.We thank you for your patience and understanding and look forward to welcoming you on board on your trip in February 2018.Sincerely,MsJR [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because The business sent the same response as the last timeThey have not responded to my demands and have not even tried to contact me to try to negotiate or anythingI do not even know if an automated computer or a human being is respondingEither way their response is unacceptableI believe the Revdex.com should put them down as unresponsiveIf they think I will get busy or back off, I will not, I will only continue escalating these complaints until they understand my resolveThey must understand that they are dealing with human beings not robots not numbers on paper and all of these people deserve to be honored and respected especially a Bishop [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I believe the offer is not fair Regards, [redacted]

We responded via email to the email address on the complaint This was done July 27, We require passenger name an ticket number to proceed Customer has not yet responded to our email request

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Tuesday, January 12, 11:AM To: ' [redacted] @***.com' Subject: [redacted] / [redacted] DOT [redacted] Revdex.com [redacted] Dear [redacted] , Thank you for your correspondence forwarded by the Department of Transportation and the RevDex.comNothing is worse than losing the confidence of a valued customer, thus we sincerely regret leaning that we have given you cause for disappointment and concern We realize that flight scheduling can make the difference to suit our customers’ needs, and every effort is made to effectively meet the travel requirements from our broad customer base This is why Lufthansa offers customers a broad range of fares Many factors that can influence fares at any given time, to include origin and destination, the season of travel, the length of stay, and the rules and restrictions governing the requested fare, to name a few Regrettably, at the time you arrived to chein Lyon, flight LH ***, was already finalized For security reasons there was insufficient time to accept you on this flight, and still meet the take-off slot designated for departure by Air Traffic Control Therefore, it was not possible to accept you for travel, despite this flight still being on the ground at this time We fully realize our explanation cannot erase your disappointment under the circumstances We have no doubt this was an unsettling and frustrating experience for you, and we regret the unfortunate position this situation placed you in due to the chedeadline not being met due to weather and traffic conditions Each airport has a designated chedeadline which must be observed in order to ensure the proper completion of government exit formalities and a punctual departureOnce this deadline is reached, The flight is then officially closed to ensure an on-time departure plus allowing sufficient time to conclude prescribed security, i.ebaggage, screening, long lines at the check points and the distance to the departure gate Based upon IATA guidelines, tickets are only valid for transport if they are flown in sequence Subsequently after departure of flight LH ***, your entire itinerary was cancelled since you were not boarded as booked This is common industry practice among all carriers whereby the computer is programmed to do a flight check and then automatically cancels all non-boarded passengers Your onward reservation was cancelled due to the “no-show” procedure outlined aboveThe original e-ticket was no longer valid for travel and we regret any misunderstanding that may have been communicated to you regarding this matter Therefore, your request for a full refund of your ticket is respectfully denied A request for a refund of the taxes of the unused ticket has been forwarded to our refund departmentKindly allow three weeks for review and processing.to the original form of payment and allow two billing cycles for a credit to appear on a credit card statement [redacted] , we fully realize our explanation cannot erase your disappointment under the circumstances It is our hope you will draw on your positive experiences and allow us the opportunity to welcome you on board in the near future Thank you for your understanding Sincerely, BM [redacted] Lufthansa German Airlines Customer Relations North America P.O.Box [redacted] East Meadow, NY [redacted] USA Fax: [redacted] E-mail: [email protected]

Please see the response sent in reply to ID [redacted] From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, January 18, 4:PM To: ' [redacted] @***.COM' Subject: [redacted] / [redacted] Dear [redacted] , Thank you for your correspondence The USD is refund handling fee which applies for fully flexible tickets in Nigerian marketOur refund department contacted the passenger [redacted] in December regarding this issueField Office denied waiving this fee Exceptionally, your request for a refund has been forwarded to our refund departmentKindly allow three weeks for review and processing to the original form of payment and allow two billing cycles for a credit to appear on a credit card statement Sincerely, BM***

Dear [redacted] , Thank you for your correspondence forwarded by the Revdex.com Your taking the time to describe your experience is appreciated We are sorry to learn of your disappointment with the delay of Lufthansa flight LH *** from Newark to Munich on January 14, 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, etccan interfere with the operations of all airlines We consider any delay or cancellation to be a serious matter and constantly work to improve our record, and we would never compromise the safety of our passengers and crewOur records indicate flight LH [redacted] on January experienced a departure delay of 39min and an arrival delay of 1hr06min due to Air Traffic Control Restrictions and Air Traffic services In the event of an irregularity, our representatives do their best to arrange alternative travel accommodations on the next available routing Your upset is certainly understandable under the circumstancesHowever, we are pleased to learn you were provided a EURmeal voucher Our personnel are trained to provide professional, courteous care at all times and I regret your experience was otherwise We regard the feedback from our valued customers as a necessary tool in assessing our performance, and your comments concerning the treatment you received have been recorded for information and review In accordance with our Conditions of Carriage, which form part of the ticket contract between passenger and carrier, liability is excluded for consequential expenses resulting from flight irregularities Your request for compensation in this regard is therefore respectfully declined We apologize that our delay resulted in a less convenient journey for you Despite our best efforts to provide a seamless connection for all our passengers, on occasion, flight delays may result in a less desirable connectionAs you were transported to your destination we regret we are unable to provide a refund on your ticket issued by [redacted] We hope you will draw on your positive experiences and come to an understanding of our stance We look forward to the opportunity to welcome you on board in the future Sincerely,Lufthansa German Airlines

Thank you for your emailsWe also received your correspondence from the Revdex.comKindly excuse our delay in responding.We are very sorry to learn of the difficulties you and your family experienced at the check in counters in Newark, NJ airport on August 28th, We reviewed your tickets and regret that due to an error in the names at the time of ticket purchase you incurred problems at the airportPlease accept our apologies for the inconvenience as well as the poor impression you received.We will certainly refund your son’s unused ticket for USD$and the rebooking fee you incurred in Munich to have your son’s ticket changed so that he can travel on your flights for EURWe submitted the refund request to Lufthansa refundsThey will process the refund and the mentioned amounts will be applied back to the original form of paymentThis process can take 2-weeks.We regret that you and your son had a longer layover time in MunichShould you have incurred any meal expenses while in Munich we are sending you a check for $total to cover those costsPlease allow 2-weeks for the check to arrive to your residence in Dayton, NJ.We would be pleased to welcome you and your family on board a Lufthansa flight again in the near future in spite of the unpleasant experience you had.Sincerely,SA [redacted] _____________________________

From: Revdex.com of Metro Washington DCDate: Wed, Jun 8, at 8:AM---------- Forwarded message ----------From: Date: Tue, Jun 7, at 2:PMSubject: [redacted] /bf Revdex.com [redacted] To: [redacted] @***.comCc: [email protected] *** [redacted] ,Thank you for your correspondence forwarded by the Revdex.com and for the opportunity to review your request for a refundWe can appreciate your perspective and disappointment in the matter described in your correspondence After reviewing a copy of your Lufthansa ticket, we confirm the ticket purchased was for a round-trip economy fareYour past dated record indicates that on December 16, our staff advised that as the Frankfurt to Los Angeles flight [redacted] on December 5, fare is non-refundable the most restrictive rules applyYour record indicates that you traveled on the outbound portion of your ticketThis reverts to a one way fare when the return is cancelledThe one way fare plus taxes is a higher fare than the roundtrip purchased As such, Lufthansa is unable to comply with your request for refund of the cancelled unused flight couponWe regret your ticket holds no value [redacted] , while we are unable to comply with your request for a refund, we trust you will come to an understanding of our stanceSincerely,BM***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Please refer to my original complain. The way Lufthansa treated my "irregularity", as they call it, is completely unacceptable, and no automatic email sent to me a month later can fix that. For a month my luggage was lying in the LAX airport, and no one did nothing about it, although I called every day asking them to go an get it. After a month they found it and gave to [redacted] Airlines, and after another week they sent it to Moscow when I was already in the US (and I told them that, because I called them every day). And now they reject my claim because they sent me a "canned" support reply?! Regards, [redacted]

From: Lufthansa Customer Relations
[mailto:[email protected]]
Sent: Tuesday, February 07, 2:PM
To: ***@***.com
Cc: [email protected]
Subject: Your Feedback to Lufthansa, FB ID *** Revdex.com ***
Dear *** ***,
Thank you for your continued
correspondence which has been forwarded by the Revdex.com
While we would like to offer special
consideration in cases such as yours, we are unable to honor the requests that
we receive from others in similar situationsWe follow a consistent policy to
ensure that Lufthansa is fair to everyone who travels with us
We have reviewed your case in detail and
conclude that no new information warrants a change in our decision
We appreciate your taking the time to
write and realize our reply may not be the one anticipatedWe trust you will
draw on your positive experiences and welcome the opportunity to regain your
confidence
Sincerely,
Lufthansa German Airlines

Dear Revdex.com, below email was sent to the passenger todayA refund of USD is being processed representing reimbursement for the advance seat resfee on orig / xld flights Best Regards, Gabrielle M***LH & ** Customer Relations North America Dear *** *** ***,
Thank you
for your correspondence regarding your experience. We were sorry to learn of the circumstances that
prompted you to write to us and realize that
you have been waiting for quite some time for a response from us. Please accept our sincere apologies for our
delayed replyWe are currently experiencing a high volume of feedbacks from
our customers.
Because your time is valuable, *** Airlines 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. We trust you will take
comfort in the fact that the safety of our passengers and crew is always our
first priority.
When
flight irregularities do occur, we
expect airline personnel to assist all passengers and to do everything in their
power to hold inconvenience to a minimum.
As you have illustrated, the manner in which staff handles such
situations can significantly impact the perception of our customers and I apologize
you did not receive the courteous assistance as anticipated. Rest assured your comments have been taken
seriously and shared with Vienna station management
Our records confirm that the *** flight ** *** / Nov was cancelled due to bad weather (fog) in
Krakow In these instances, passengers are
rebooked to their final destination at the earliest opportunity, subject to
availability of seatsYour record indicates that your were rebooked on ***/
Nov from Krakow to ViennaSince you had misconnected with ***/Nov from
Vienna to Chicago, *** Airlines provided a hotel in Vienna and rebooked
you on ***/Nov
In the event of a flight irregularity due to extraordinary circumstances
beyond the control of an airline, we are pleased to provide care and assistance
in respect to overnight accommodations if necessary, meals and two telephone
calls.
If you did
incur any of the aforementioned expenses please submit to the below address
your receipts for any meal expense and phone expenses, but respectfully decline
any retro-active ticket fare adjustment due to the flight irregularity
Our Refunds
department will process a refund in the amount
of USD for the unused pre-paid
seatsPlease allow 3-weeks for the credit to reflect on your credit card
statement.
We realize
that may not have been able to offer you the *** Airlines service you have
come to expect from us and ask you to view this recent experience as an
exception to our usual fine standard of serviceThank you for your patience
and understanding
Sincerely,
Gabrielle M***
Customer Relations North America
Lufthansa German Airline
*** Airlines
PO Box ***
East Meadow, NY ***
USA
Tel.: ###-###-####
Fax: ###-###-####
e-mail: ***@dlh.de
Members of Star Alliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Sir or Madam,We called passenger today at 12:p.mand discussed at length her experience.As a gesture of goodwill, we will reimburse the fee paid for the reserved seats.Please feel free to contact us should you require additional information.Linda S*Customer Relations North
AmericaLufthansa German Airlines

To whom it may concern,The operating carrier is responsible for any compensation. The flight concerned, ***, was operated by German Wings. Their e-mail address is [email protected] Sincerely,Lufthansa Customer Relations North America