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From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA
Sent: Wednesday, August 31, 12:PM
To: 'r_freifelder@***.net'
Cc: [email protected]
Subject: FB***/bf Revdex.com ***
Dear *** ***,
Thank you for your correspondence forwarded
by the RevDex.comNothing is worse than losing the confidence of a
valued customer, thus we sincerely regret learning 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
A review of your ticket history indicates
that the ticket was non-refundableIf a change is requested prior to the
booked departure flight the ticket history confirms that the ticket purchased
did require a change fee and an upsell to the next available class of service
if needed
Based upon IATA guidelines, tickets are only
valid for transport if they are flown in sequenceSubsequently after departure
of flight LH *** from Philadelphia to Frankfurt on August 22, 2016, 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 return 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the “no-show” procedure outlined aboveThe original e-ticket was no longer
valid for travel and we regret any misunderstanding that may have been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, as your ticket is
nonrefundable your request for a full refund is respectfully denied
Although
your ticket fare is nonrefundable a request for a refund of the refundable
taxes 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
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.
Sincerely,
BM***
Lufthansa German Airlines
Customer Relations North America
P.O.Box
Hempstead Turnpike
East Meadow, NY
USA
Fax:
E-mail:
[email protected]

Good Afternoon, After further research, we determined that the customer was missing critical booking details to finalize his reservationWe attempted to contact the passenger on several occasions but, it was not until the 24th of May that we received a response back. The delay caused
for the flight to cancel but we were successful in restoring and issuing the ticket as originally requestedThe customer paid using miles (12500) and airline fees of $USD per passenger. The airline fees for this type of route are always around $USD. We do not know where the passenger is getting the amount of $600. We attempted to contact the customer again today May 26, to clarify the comments but, they do not accept incoming calls. Please let us know if you need further clarification.Best regards,Oscar

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 [redacted] from Newark to Munich on January 14, 2017.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. 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 crew. Our records indicate flight LH [redacted] on January 14 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 circumstances. However, we are pleased to learn you were provided a EUR10 meal 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 connection. As you were transported to your destination we regret we are unable to provide a refund on your ticket issued by United Airlines.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 futureSincerely,B. M[redacted]

From: Lufthansa Customer Relations
[mailto:[email protected]]
Sent: Friday, September 16, 2016 10:45 AM
To: [redacted]@[redacted].net
Subject: Your Feedback to Lufthansa, FB ID [redacted]
 
Dear [redacted]
 
Thank you for your continued correspondence. We are sorry
to have disappointed you with our response. 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.
 
According to your record, your ticket was issued against
a non-refundable economy fare ticket with restrictions. We apologize for any
misinformation you may have received, however, please note that the ticket is
nonrefundable and forms part of the existing air tariff as filed with the
Department of Transportation. Once the first flight was not flown, as per the
Conditions of Carriage, the itinerary was cancelled by an automatic check-in
system.
 
The attitude and service of our personnel should reflect
an interest in our customer’s needs at all times along with a conscientious
desire to be of service. We expect our personnel to be helpful and cooperative
at all times. Please accept our apology for any misinformation and all related
inconvenience.
 
We regret that we were not able to meet your
expectations.
 
Sincerely,
 
B.M[redacted]
______________________________  
 
Customer Relations North America
 
Lufthansa German Airlines

From: Date: Wed, Jun 15, 2016 at 3:30 PMDear [redacted],Thank you for your continued correspondence forwarded by the Revdex.com. We are sorry to have disappointed you with our response. 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. After further evaluation no new information has come to light warranting a change in our position. Once a return  itinerary  is cancelled, the ticket reverts to a one way fare. The 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 coupon. We regret your ticket holds no value. Your request for a refund is respectfully denied. We regret that we were not able to meet your expectations. However it is our hope that you will continued to place your trust in Lufthansa as we look forward to serving you in the future. Sincerely,B. M[redacted]

We have been in contact with our Customer and discussed the necessary procedures required prior to finalizing their claim.The Customer fully understands and very much appreciated our call.Sincerely,Karen A[redacted]Lufthansa German AirlinesCustomer Relations

Revdex.com of Metro Washington DC Date: Fri, Nov 13, 2015 at 8:18 AMSubject: Fwd: Your Feedback to Lufthansa, FB ID [redacted]To: [redacted] ---------- Forwarded message ----------From: Lufthansa Customer Relations...

Date: Thu, Nov 12, 2015 at 2:25 PMSubject: Your Feedback to Lufthansa, FB ID [redacted]To: [redacted]@[redacted].edu, [email protected][redacted]/**Dear [redacted] Revdex.com [redacted]Thank you for your correspondence forwarded by the Revdex.com. Your taking the time to describe your recent experience is appreciated and we very much appreciate having the opportunity to respond.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. We would never compromise the safety of our passengers and crew.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 [redacted] on August 5, 2015 experienced an irregularity.We would like to be of assistance. In this instance, we will certainly refund reasonable incidental costs incurred, i.e. two telephone calls, meals and cab fare from/to the airport as needed. Kindly forward your original receipts so that we may review your claim.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 this, therefore, under separate cover we will send two 20% Savings Certificates as our gesture of goodwill.[redacted] it is our hope you and your family will continue to enjoy our product and services and allow us to welcome you on board in the near future. Thank you for your patience and understanding.Sincerely,[redacted]______________________________   Customer Feedback North America

Thank you for your response to our offer of $400.00 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 suggested. We would be happy to deposit...

10,000 miles to a [redacted] mileage program of your choice. However, 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 suggested. We have already provided a 20% Trans-Atlantic savings certificate, we will process a goodwill payment of $400.00 CAD, and as stated above will deposit 10,000 miles to a mileage account for you.Kindly expect your cheque for $400.00 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 happened. Thank you for your patience and understanding.Sincerely, N. T[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
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 not satisfactory to me but the company will not change its decision.  Therefore, I will accept the response. 
Regards,
[redacted]

From: Date: Thu, Dec 10, 2015 at 1:03 PMSubject: [redacted]To: [redacted].comCc: [redacted].[redacted].**, [redacted].[redacted], [email protected] [redacted]Thank you for your correspondence regarding [redacted]....

 We are sorry to learn of the circumstances which prompted you to write; however we appreciate this opportunity to address your concerns. The issue of carry-on luggage is an important one. In the interest of comfort and the general safety of everyone on board, Lufthansa has set specifications for hand luggage, which take into consideration the size (total overall dimension approximately 45 inches), and how heavy the piece is (8 kgs./15 lbs. maximum). We hope for your understanding that all hand luggage taken on board must be stowed in accordance with FAA regulations. Without question, these guidelines should be uniformly enforced.Much to our regret, when booking figures are critical or the aircraft is that of a smaller version, our ground staff and flight crew have no other option than to monitor the hand luggage more closely to ensure that the safety of our passengers is not compromised.  When a carry-on bag is overweight or oversize it is checked in.We are indeed sorry if this was not explained to you or [redacted] accordingly; however do hope for your understanding of our position in this matter. Our personnel are trained to be proactive and customer oriented throughout.  We regret that your impression has been to the contrary and agree that courtesy is a very important factor in a service industry.  Rest assured a copy of your correspondence has been forwarded to our local Station Manager for information and internal review.You may agree that Lufthansa is one of the largest international air carriers in the world, and our customers are citizens of the many countries that we service.  For that reason, we employ thousands of men and women of many ethnic and racial groups at all levels of our organization in the effort to render the best kind of service possible throughout our entire network. We would surely be very ill advised if we were to pardon any discriminatory behavior on the part of anyone representing Lufthansa.  Please let us assure you that we respect and honor all our passengers.We sincerely regret the impression [redacted]  gained during his recent trip, especially in light of all efforts made to offer our customers the highest quality in all aspects of our service.Mr. Kolta, we regret any inconvenience this may have caused and trust that [redacted]’s flights were otherwise pleasant.  We would be delighted to welcome him on board a Lufthansa flight again soon. Sincerely,B. M[redacted]Lufthansa German Airlines Customer Relations North America P.O.Box [redacted] East Meadow, NY [redacted] USA

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:From: [redacted] Date: Fri, Apr 1, 2016 at 11:39 AMSubject: Re: [redacted]/** Revdex.com # [redacted]To: lufthansa_customer_relations_usa@[redacted].deCc: [redacted]@[redacted].com, [email protected] Mr. M[redacted], My flight reservation numbers are: [redacted] – This reservation is for my wife and myself, [redacted] and [redacted] – This reservation is for my two underage children, [redacted] and [redacted], both 4  years old. I was trying to get seats all together, obviously this is of great importance for us since they are still very young.  This is why I reserved all the best seats I could find together from the beginning. But when I went to change to better, and more expensive seats, I was told that I would have to forfeit the money I have already paid for seat reservations. I find this highly unfair, especially since we have been flying Lufthansa exclusively for the last 12 years or so.[redacted]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA
Sent: Tuesday, January 12, 2016 11:52 AM
To: '[redacted].com'
Subject: [redacted]/** DOT [redacted] Revdex.com [redacted]
 
Dear [redacted],
 
Thank you for your
correspondence forwarded by the Department of...

Transportation and the RevDex.com. Nothing 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 check-in in Lyon, flight
LH [redacted], 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 check-in deadline not being
met due to weather and traffic conditions.
 
Each airport has a designated check-in deadline which must be
observed in order to ensure the proper completion of government exit
formalities and a punctual departure. Once 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.e. baggage, 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 [redacted], 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 above. The 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 department. Kindly
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,
B. M[redacted]
 
Lufthansa German Airlines
Customer
Relations North America
P.O.Box
[redacted]
[redacted]
East
Meadow, NY [redacted]
USA
Fax:
[redacted]
E-mail: [email protected]

We responded via email to the email address on the complaint.  This was done July 27, 2016    We require passenger name an ticket number to proceed.  Customer has not yet responded to our email request

27january2017
Dear [redacted],
Thank you for
your continued correspondence and for the correspondence forwarded by The
Revdex.com.
We apologize
for the inconvenience and additional expenses incurred as a result of a baggage
irregularity.  Luggage is normally
processed with care and accuracy and the vast majority is handled without
incident.  Of course, we realize that
statistics have little meaning to a passenger whose baggage has been mishandled
and regret the less than positive impression gained. 
Liability for
checked baggage is regulated by the Montreal Convention and is limited to a
maximum of SDR 1,131.00 per ticketed passenger. 
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.
We would like
to be of assistance with your expenses while without your bags. If you would
like to receive reimbursement for 100% of your purchases, it is Lufthansa’s
policy to reimburse reasonable interim purchases up to the maximum liability
limitations established by the Montreal Convention. Please forward the
purchased items (excluding toiletries and undergarments) with original receipts
to the address below. Should you not have the original receipts, please forward
receipt copies or other proof of purchase for our consideration. 
Lufthansa
Customer Relations
1640 Hempstead Turnpike
East Meadow, NY 11554
In the event
you wish to keep the items purchased, our policy is to reimburse up to 50% for
reasonable, necessary clothing and 100% of toiletries and undergarments
purchases against original receipts while you are without your bag. Therefore,
forward the original receipts for evaluation. Once the requested documentation
is received we will not hesitate to review your claim.
As per our
email of January 13, 2017 a check for USD90.36 for your purchases is being processed
and will be received within three weeks.
Your
disappointment in not receiving the professional and prompt assistance from our
staff is certainly understandable. However, we must regrettably decline your request for a refund of your ticket
issued by [redacted]. Travel was fulfilled as booked and your ticket used.
Sincerely,
Lufthansa German Airlines

Dear [redacted] and [redacted], Thank you for the correspondence forwarded by the Revdex.com and for the opportunity to reply. We sincerely regret learning of your disappointment with the service you received. 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. According 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 waived. If you wish to cancel the booking only the applicable taxes will be refunded. If you wish to rebook, the booking for the new travel dates must be made prior to the original booked travel dates, i.e. August 17, 2016 (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,        ...⇄ B. M[redacted]                 Lufthansa German Airlines                  Customer Relations North America                  P.O.Box [redacted]                 [redacted]             ...⇄ Meadow, NY [redacted]

Dear [redacted],             ID[redacted]Thank you for your correspondence forwarded to us by The Revdex.com. We appreciate the opportunity to respond.We had sent your refund request to our refund department for handling. We have been advised today that...

the credit of USD $1,041.66 should show on the [redacted] card ending in [redacted] in the next 7-10 days.We thank you for your patience and understanding and look forward to welcoming you on board on your trip in February 2018.Sincerely,Ms. J. R[redacted]

We received your correspondence dated September 22, 2016 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, 2016. The correspondence was dated August 19, 2016. In this correspondence...

the complainant asked for a refund of seating fees paid for his parents. This 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, 2016 however no refund was shown on his Credit Card.We forwarded this request to our refund specialists on September 3, 2016 for their handling and asked them to contact the customer directly with a refund letter. We 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, 2016 that the Seat assignment fees for the outgoing flights had been refunded since July 28, 2016. 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, 2016 to refund the return flight seat assignment charges and to contact the complainant to confirm the refund in writing as he requested. We 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, 2016. This should reflect onto the credit card within 10-14 business days. All refunds were refunded to the original credit card used. The complainant should now see 2 refunds on this card. The first refund should be dated July 28, 2016 and the second September 21, 2016. Both refund amounts would be 14,900 Indian Rupees.We see this situation as resolved as the refunds have been finalized. If there is any further information required please contact us via email at [email protected] adding ** [redacted] in the subject line.C. M[redacted]Customer Relations North America

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:B. M[redacted]While we appreciate you responding, thank you, we are not satisfied with the response. We understand the fare rules, that is why we are seeking a one time concession for a full refund in this situation. We were told by the North American office that this would qualify for a one time concession and they would have processed it but since the departure wasn't in the US, they needed the DE office to process the refund. Were we to show up at the airport with our ticket in hand, Lufthansa would not let us fly due to my wife being not only beyond 36 weeks, but at her actual due date. In addition, we have provided a doctor's note further forbidding us from flying. As a courtesy to us, we hope you can understand the challenges of our situation and grant us this one time concession and a full refund. Rebooking is not an option for us. We will be unable to travel within the time frame as we will have a newborn and will not be able to travel internationally. Even if we could, the rebooking costs as much as the ticket so it doesn't offer us any benefit.We have spent an incredible amount of time and energy on this. For your reference, I have attached a written correspondence that further outlines our situation and our frustrations dealing with this. If this needs to be escalated to another department, or to someone else, please pass along these communications.Thank you,[redacted] and [redacted]Regards,[redacted]