ZPDI

Hello,
I understand the policy that has been restated several times nowBut Lufthansa is still elusive about the fact that incorrect information was provided by the customer service representativeCan you please direct your response towards that issue? Why am I having to pay for a mistake committed by a Lufthansa agent?
I am repeating one more time that had the representative not given incorrect information, I wouldn't have checked in a third bagThe confirmation of this call and misinformation would be available in the recording
Thanks
***
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Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Below please find our email to *** *** *** *** ***Dear *** ***
We received your correspondence from the Revdex.com regarding your recent Lufthansa
flight
Your frustration at missing your booked flight to Naples via Munich on September
11th, is understandableWe
sincerely regret that you were not able to travel as
planned due to your late arrival at the cheChicago and that you missed your
son’s birthday
Thank you for communicating your displeasure to usWe would like to use the
opportunity to explain why adherence to chedeadlines is so important
Our guests rightly expect us to take them to their destination as planned, so that
they can reach home, their business or private appointments on timeAmong other
things, Lufthansa is an advocate of both punctuality and reliabilityOur procedures
need to ensure that we live up to our reputation
In order to avoid such unpleasant situations, we publish a current overview of the
chedeadlines for Lufthansa destination airports at lufthansa.comAdditionally,
due to the heightened security at the airport, it is recommended that those
passengers travelling on international flights arrive to the airport at least hours
prior to departure
According to your ticket history, we can see that you did receive a partial refund of
your and your husband’s ticket, which was processed by your travel agency on
September 17th,
We would be pleased to welcome you and your husband on board a Lufthansa flight
again in the near future in spite of the unpleasant experience you had
Sincerely,
SA***
____________________________

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Complaint: ***
I am rejecting this response because: this is the 3rd time I am asking for reimbursement of toiletries and once again I am attaching the relevant receipts to this document Please reimburse
Regards,
*** ***

Dear Ms***,Thank you for your correspondence forwarded to us by The Revdex.comWe appreciate the opportunity to respond.Your request for the refund of the penalty fee has been sent to our refund department for processingIn general it can take 2-billing cycles for the credit to
show on your statement.Thank you for your patience and understanding.Sincerely,MsJR***

Dear *** ***:Advance
seat reservations on Lufthansa in high and mid-level Economy Class fares are free of charge. Passengers who purchase tickets
in low-level Economy Class fares are able to purchase advance seat
assignments. All passengers may select an available seat
free of charge
during the cheprocess within hours prior to departure.Rest assured this information is clearly displayed on our website. After a passenger chooses their flights, the next screen reflects the price for the tickets and there are options to purchase travel insurance as well as reserve seats for an additional cost. Please see the attachment for an example. *** ***, we appreciate the opportunity to respond to your concerns and relieve your allegations of fraud. We look forward to welcoming you and your wife on your upcoming journey in August. Sincerely, LS***

Dear *** ***,Thank you for your correspondence and for choosing
Lufthansa for your travel plansWe were sorry that the in-flight entertainment
system on the flight to Washington on October had malfunctioned and the crew
was unable to remedy the situationYou
are absolutely right that
this should simply not happenPlease accept our
sincere apologies for thisWe realize how important a good entertainment
program is on a long flightWe have made every effort to ensure that our on
board entertainment system is fully functional at all timesUnfortunately,
shortly after installation of the units we discovered that the in-flight entertainment
system was more prone to errors than we find to be acceptableTogether with
the manufacturer Lufthansa was able to solve the most frequent problemsFor
example, we were able to significantly improve the reliability of the system
with a software update.
It is upsetting to hear that your were offered bonus
miles to your account by the cabin crew; however have not yet received itWe
would like to be of assistance to you and therefore at your earliest convenience,
please reply back to the below email address providing us with your and your
companion’s *** *** account numbers so that we can contact our partner to
credit your accountsPlease also include your reference number *** in the
subject line. [email protected]
We were sorry to hear that your return flight from
Toulouse had been delayed on October 23; however we were pleased to hear that
you were able to make your connecting flight to WashingtonWe do apologize for
the delay and inconvenience as we understand you would have preferred relaxing
at one of the restaurants during your departing or transit stay in Frankfurt
It is disappointing to learn that you had to wait on
hold for a very long time when you had contacted our Customer Relations inbound
Call Center to discuss your recent experienceYour frustration is certainly
understandable and we appreciate your criticismAs a result we have forwarded
a copy to the management team for their information and internal review so that
they can improve their future services.
We are also aware we may not have been able to offer you the
Lufthansa quality you have come to expect and we feel it is important to acknowledge this and appeal
for a degree of understandingTherefore, we will be mailing you a saving
certificate to your home which can be used toward a future Lufthansa operated
flight, as our gesture of our concern in an effort to regain your confidence
once again
We
value your patronage and ask for you to view this experience as an exception to
our performance and assure you and your companion that we will strive to ensure
that your future flights with us will again meet your expectations
Sincerely,
AA***
Customer
Relations North America
Lufthansa German Airlines
Customer Relations North America

Dear Revdex.com:Please see correspondence below from Lufthansa to Ms***. Regrettably, the tickets in question are non-refundable.Sincerely,Henry B***Supervisor Customer Realtions, North AmericaLufthansa German
Airlines------------------------------------------------------------------------...⇄ Dear Ms***:
> Thank you for the follcorrespondence sent June 17th regarding your
booking ***It is regrettable you feel you were not informed that these
tickets were non-refundable
> Having reviewed our records further, indeed the business fare purchased
is non-refundableThe records further indicate you were informed of this
by our service center in November of Additionally, as the tickets
were purchased on the Lufthansa website, we can assure you the website
provides the conditions of each ticket during the booking processThe
website would have shown that the tickets were non-refundable
> Furthermore, we have attached the original receipt for one of the
original tickets and you will notice under Endorsement restrictions:
NONREF
> Once more, we understand you are upset that these tickets are nonrefundable
If new information is provided we will gladly review
> Sincerely,
> Jeff K***
> Customer Feedback North America
> Lufthansa German Airlines
> *** *** ***
> East Meadow, NY
> Fax: ###-###-####
> lufthansa.com
> austrian.com
> Members of Star Alliance

Dear *** ***, Revdex.com ID of ***
Thank you for your
correspondence forwarded to us by the Revdex.com
We appreciate the
opportunity to respondWe are sorry that our reply did not meet your
expectations and apologize for the delayed responseThe refund
process does take
between 2-billing cycles
While we did advise that
the refund was being processed the refund amount is determined by the fare that
was purchased and cannot be advised until the actual refund has been processed
to the original form of payment as fares vary greatly and the rules of each
fare need to be observed accordingly
While we would like to
offer special consideration in cases such as yours, we are unable to honor the
many requests that we receive from others in similar situations
We follow a consistent
policy to ensure that *** Airlines is fair to everyone who travels with
usAs much as we understand your wish to receive an additional refund for the
unused coupons from your daughter’s ticket, we are unable to comply with your
requestCheck in deadlines need to be observed and it is the passengers
responsibility to be at the airport and the gate on timeMay we suggest for
you to look into the possibility of coverage under a private insurance company
We hope for your
understanding that we consider this case to be closed
Sincerely,
MsJR***
*** AIRLINES
Feedback Management
Headoffice Office Park *, P.O
Box **,
A-Vienna Airport, Austria
Fax +** *** *** ***
www.***.com/feedback
*** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ***
** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** * *** ** *** ** *** * *** *** ***

Thank you for your correspondence forwarded by the Revdex.comWe appreciate this opportunity to address your concerns.We can certainly understand your upset when you were charged an additional fee to change your flightsAs per Lufthansa’s tariff filings with the Department of
Transportation, the special fare purchased incorporated change fees are applicable after ticket issuanceThe ticket purchased is a contract and any changes are subject to the fare restrictions.Lufthansa appeals to its vast customer base by providing a variety of travel options while remaining cost effective. A review of your ticket history confirms that the ticket purchased did require a change fee and an upsell fee if neededWe appreciate your understanding that seat allocation per fare type is limited, based on booking forecasts and passenger demand; seat inventory and fares are therefore in a constant state of flux. While Economy Class had space available, your specific fare type was fully booked and required that your ticket be upgraded to the next available fareYour booking indicates that the rebooking fee was exceptionally waivedHowever, we regret the upsell fee remains non-refundable.While we are unable to comply with your request for a refund, we trust you will come to an understanding of our stance.Sincerely,Lufthansa German Airlines

From: Lufthansa Customer Relations
[mailto:[email protected]]
Sent: Tuesday, February 07, 2:PM
To: [email protected]
Cc: [email protected]
Subject: Your Feedback to Lufthansa, FB ID *** Revdex.com ***
Dear *** ***,
Thank you for
your correspondence and for the
correspondence forwarded by the Revdex.comWe appreciate the
opportunity to respond
In autumn Lufthansa already introduced advanced seat
reservation on continental flightsNow it will be possible for passengers that
have purchased a ticket from Lufthansa to pre-book a specific seatFor some
booking classes an optional advanced seat reservation is chargeable on all
continental and intercontinental flightsIn higher booking classes advanced
seat reservation is already included in the ticket price
A review of your booking history indicates that your
itinerary was booked and ticketed by your travel professionalSeats were
requested and payment was due within three daysAs payment was not received
the seat requests were cancelled
Lufthansa assumes any reservations made by travel
agencies and other carriers are in line with the passengers’ requests, and the
responsibility lies with the agency to convey to our mutual customer any
information which applies to the itineraryNevertheless, we are sorry for the
poor impression gained, and can only imagine the impact this had on your journey
Thank you for forwarding the confirmation of your booking
detailsA review of the confirmation dated October 13, indicates that
additional charges apply for your confirmed seat reservation
We truly regret that our service did not meet your
expectations and apologize for the less than positive impression gainedKindly
be advised that our staff is unable to negotiate any upgrade fares and regret
that this was not explained to you
We place great value on the feedback of our customers and
appreciate being apprised of your observationsRest assured that your
well-being is our highest priority
We make every effort to maintain or improve the high
standard of service we offer our valued passengers, and when we fail to meet
our customer’s expectation we feel it important to acknowledge thisTherefore,
under separate cover we have mailed one 20% Savings Certificate as our gesture
of goodwill
Your patronage is valued and appreciatedWe hope to
continue to serve your travel needs
Sincerely,
Lufthansa German Airlines

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Complaint: ***
I am rejecting this response because:Contrary to Lufthansa's claims, they did not fully compensation me for proven and documented expenses that were a direct result of them losing my bags for days They did compensate us for the items that were delayed in the first of the two bags which was delivered after about days The second bag, however, was not delivered for days and I was forced to purchase gym shoes and shirts that were in that second lost bag I submitted the additional receipts in the amount of $on August per the request of Lufthansa agent (Laurie) referencing feedback #: *** I was not compensated, per the terms of the Montreal Convention that governs these matters, for these additional items Lufthansa sent one email saying that an agent different from Laurie settled that claim THIS IS NOT ACCCURATE Lufthansa has not compensated me for the documented expenses and Lufthansa has not responded to my repeated requests to explain why they will not compensation me for items I was required to purchase due to their losing my bag for days.It appears to me there is confusion at Lufthansa I don't understand why they claim they have compensated me for that second claim of $submitted on August with documented receipts (Copy of receipts attached)
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:There is absolutely no way I can accept thatHow should I know that the rate was discounted - as it shows two different rates when I purchased itI do not even believe that the one way ticket for a flight during the week would be more than $(but anyway it is not my responsibility to look that up). I slowly get the impression you don't know what I was talking aboutSo please go to your website look for a round trip and see that you can purchase different rates for every single flight and as I said before there is no explanation that the rates are discounted.The next thing is - I contacted you months ago and never heard anythingI called customer service that did not help me - times and always got the respond you will get back to meWhere is the apologize for my patience. At the beginning of may customer service told me I should cancel my flight so they can proceed with the refund - as I did and saw I would not get refunded I was not even allowed to reinstate I have a feeling you are not taking me serious and feel frustratedI lost almost a monthly income and have a feeling I need to invest more for an attorneySo I ask you to please look into this case one more time and help us find a solution.As I am a frequent flyer I would also accept a voucher for upcoming flights. Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Fri, Aug 19, at 2:PMSubject: Fwd: Your Feedback to Lufthansa, FB ID *** Revdex.com ***To:---------- Forwarded
message ----------From: Lufthansa Customer Relations Date: Fri, Aug 19, at 12:PMSubject: Your Feedback to Lufthansa, FB ID *** Revdex.com ***To: **@***.comCc: ***@***.com, [email protected] **. ***,Thank you for your correspondenceWe are sorry to learn of the baggage irregularity you experienced. Our records indicate your bag has been located and the nearest Lufthansa airport office will call you to arrange delivery.We want to minimize your inconvenience by assisting you with the costs of necessary purchases while without your bagIn the event you wish to keep the items purchased, Lufthansa offers up to 100% reimbursement for toiletries and 50% reimbursement for clothing against original receipts and within the guidelines of airline liability.Should you prefer 100% reimbursement, kindly return all of the purchased items, excluding undergarments and toiletries, as per the receipts submitted. Reimbursement is subject to the liability rules of the Montreal Convention, which are applicable hereinPlease mail your items to the following address and indicate your reference numbers shown in the upper right-hand corner of this letter:Lufthansa Customer RelationsHempstead TurnpikeEast Meadow, NY 11554Thank you for your patience and understanding.Sincerely,B.M***

From: Revdex.com of Metro Washington DCDate: Wed, Jun 15, at 2:PM---------- Forwarded message ----------From: Date: Wed, Jun 15, at 11:AMDear *** ***,Thank you for your correspondence concerning your recent
journey with Lufthansa from Tel Aviv to Frankfurt. We are sorry for your dissatisfaction with the comfort in our Business Class cabin and apologize for the less than positive impression gained. Lufthansa currently offers a Business Class product on certain short and medium range routes that does indeed differ from our long haul flights. At the present time, the seats in Business and Economy Class on our aircraft to/from Tel Aviv are identical. To provide extra space and privacy for our Business Class travelers, the middle seats are blocked. Most amenities of the Business Class product remain the same, which are the in-flight experience, upgraded food service, advance seat reservations, separate chefacilities, flexibility in ticketing and the use of the Business Class lounges (where available)Therefore, your request for compensation in this regard is respectfully denied. A review of your booking indicates that you were ticketed on *** ticket stockAny request for information regarding the fare as ticketed would be addressed to the issuing travel agency or the ticketing carrier, ***. It seems that your journey with Lufthansa fell short of the level of service we strive to provide and we truly regret the less than positive impression gained. We hope that your flight with Lufthansa was otherwise pleasant, and we look forward to welcoming you soon again on board. Sincerely,BM***

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you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: my name was already provided My name is *** ***, my email is ***@***.com
Regards,
Law Office, IncCooper

Revdex.com of Metro Washington DC Date: Thu, Nov 12, at 9:AMSubject: Fwd: ***/bf Revdex.com ID ***To: *** *** ---------- Forwarded message ----------From: Date: Thu, Nov 12, at 9:AMSubject: ***/bf Revdex.com ID ***To: ***@***.comCc: [email protected] ***, Thank you for your continued correspondence forwarded by the Revdex.com We are sorry if we have disappointed you with our previous response.There is an exception for passengers traveling to India which permits a second luggage free of charge when traveling on a Lufthansa marketed or operated flightsA copy of your ticket verifies that two free bags (02P) were allowed. We understand that you had decided to check in a third bagIf your ticket only allowed one suitcase throughout your journey and you had a second luggage, the excess baggage fee would be USD100; however the rate for a third bag is USDTherefore, we are unable to provide you with the positive response you are seeking regarding refund of the correctly collected excess baggage charge and apologize for any misunderstandingWe appreciate your understanding that when the allowable limit has been exceeded, additional pieces are assessed at specified charges, which is non-refundable.We regret that we were not able to meet your expectations on your recent journey; however we look forward to serving you in the future. Sincerely,BM***Lufthansa German Airlines Customer Relations North America P.O.Box *** *** *** *** East Meadow, NY 11554 USA Fax: *** *** E-mail: [email protected] of Star Alliance

From: Date: Thu, Jun 2, at 2:PMDear *** ***,Thank you for your correspondence and for the opportunity to reply. Nothing is worse than losing the confidence of a valued customer; thus we sincerely regret learning of your
disappointment with the service you received. Although the purpose for your contacting Lufthansa is less than positive, we do appreciate your taking the time to notify us of your concerns. 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 baseThis 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. According to your record, your ticket was issued against a special fare economy ticket with restrictions. While we are pleased to learn our agents were able to accommodate the changes to your itinerary, we regret to learn of your dissatisfactionThe flights booked were legal connections and any changed to the itinerary would be voluntary and any applicable fees would applyThe rebooking fee forms part of the existing air tariff as filed with the Department of Transportation. The change fee may not be waived especially when a situation arises that is beyond our control. *** ***, 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. It will be our pleasure to welcome you on board. Sincerely,BM***

From: Lufthansa Customer Relations
[mailto:[email protected]]
Sent: Thursday, March 09, 3:PM
To: ***@***.com
Cc: [email protected]
Subject: Your Feedback to Lufthansa, FB ID *** Revdex.com ***
Dear *** ***,
Thank you for your
correspondence
forwarded by the Revdex.com and for the opportunity to respond to
your concernsWe were sorry to learn that your booking has given you cause for
disappointment
A review of your reservation indicates
that the booking was confirmed on February and ticketed on March At this
time a confirmation providing the itinerary including the flight numbers and
dates booked was sentIt is up to the passenger to review the documentation
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
Lufthansa offers customers a broad range of faresMany 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
We understand your concern regarding the
fare differenceKindly be aware that fares are based on government approval
and country of originThe fare originating in Egypt would be less than a fare
originating in the USA
The tickets ***-***,
***-***, ***, ***, *** and *** have been
refunded in full except for the USDticketing service fee which is
non-refundableKindly allow two billing cycles for a credit to appear on a
credit card statement
We look forward to welcoming you and
your family on board

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA
Sent: Wednesday, January 20, 12:PM
To: '[email protected]'
Subject: ***/** Revdex.com ***
Dear *** ***,
Thank you for your continued correspondence regarding *** ***We are sorry to have disappointed you with our responseWhile we
certainly can understand your perspective in the matter described, we must
nonetheless support the policy of Lufthansa
Please 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
We regret that we were not able to meet the expectations on
*** ***’s journey, however it is our hope that you will continued to
place your trust in Lufthansa as we look forward to serving *** *** in
the future
Sincerely,
BM***
Lufthansa German Airlines
Customer Relations North America
P.O.Box ***
*** *** ***
East Meadow, NY ***
USA
Fax: *** ***
E-mail:
[email protected]

[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: ***
I am rejecting this response because:Dear Lufthansa Customer service,Thank you for your reply and your quick action for the customer using your company for more than years and me always thought you have an excellent customer serviceHowever, my recent experience changed my view and please go through the below and let me know your next step as I am not satisfied with your provided resolution and that your senior Supervisor handle this situation, Begging, I called Lufthansa reservation from my cell phone as I was out of the town and have no internet accessSo, I encourage you to listen to my recorded conversation with your Reservation agent and find out how many times I kept repeating myself for my Flight details with dates, Airport Source and my destination then my return trip if your agency missed this its massive issue! Second, my Address is in Los Angeles, credit cards bank from Los Angeles and on the word I told the agent I am planning to take all my family from Los Angeles to Cairo so, the logical starting point must be LAX, not Cairo!Third, I found out about this issues by accident as I called on Mar 6th just to change the departure flight so, the Agent able to found the issue and escalated immediately to a supervisor, which she was totally fine and tried to assist and she offered full refund the ticket included $reservation fee but I have to book another booking and tried to found any other option with the dates suitable our family but unfortunately the tickets was almost K, so she tried to help further and changed the return dates to Aug 23rd after schools start so, I asked her I will call back to confirm . Fourth, I called again on the same day evening time, and I spoke with fantastic supervisor, and her immediate offered my a full refund without any obligation to make another booking however she recommended try to keep the new booking as it might be gone so, I told her will back after check with School District .Last, I called on Mar 8th, and that was my challenge and left uncomfortable experience in my mind as I spoke with your senior supervisor and he was not listing to me and keeping interrupting my conversation all the time he also refuse to provide me with call recorded or even escalate the issue to the next level, and he kept saying I am the heights level and none else can assist, during this conversation he overwrite the agreement for a full refund made by the previs supervisor was changed him , why am I getting this config?Also, he did not try to solve issue all he tried is to nickel and dime my credit cards and refused to refund the tickets and my only option to avoid $penalty was to make another online booking cost me over $and give him the tickets reference and after hours he will check on this reservation and find out if it still exist then maybe he will refund the tickets . Finally, from the above my experience was not great and satisfy as a customer my expectation from Lufthansa is to keep the excellent guest experience they are always providing specially for a regular traveler, my expectation to put the right people in the right position, my expectation someone from the customer service to call me and apology for this conflict and try to fix it ASAP without saying I have to deduct cancellation fee or reservation fee since that was agent mistake , my expectation is someone try to find the compensation for my loss in both money and time
Regards,
*** ***