ZPDI

[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: Again, I understand Lufthansa feels entirely justified in its decision, but I must repeat that Lufthansa charged an additional 600 euros for two refundable tickets and then refused to honor the refund. The 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 this. If Lufthansa refuses to stand by their word that is their right apparently, at least refund the extra fee paid for refundable tickets.
Regards,
[redacted]

Thank you for your emails. We also received your correspondence from the Revdex.com. Kindly 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, 2017. 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 airport. Please 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$661.79 and the rebooking fee you incurred in Munich to have your son’s ticket changed so that he can travel on your flights for EUR250. We submitted the refund request to Lufthansa refunds. They will process the refund and the mentioned amounts will be applied back to the original form of payment. This process can take 2-3 weeks.We regret that you and your son had a longer layover time in Munich. Should you have incurred any meal expenses while in Munich we are sending you a check for $100 total to cover those costs. Please allow 2-3 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,S. A[redacted] _____________________________

Revdex.com:
I contacted the Lufthansa customer service twice after got the notice that there was an issue with my tickets. The first agent told me the flight was CANCELED (which was not true) and I had to redo the booking at a much higher price. Since I have already made plan/reservation for rest of the family and rest of the itinerary, that change would have caused a huge cost on my side. I was glad that I did not listen to the first agent's words and re-book everything. I called again and got another agent, who just asked for the birthday of one of the passenger (which should be asked in the first place, and they did not). That solved the issue. So I think Lufthansa should train their agents better and don's mislead customers and therefore cause huge cost on the customer's side.
[redacted]
[redacted]

From: <[email protected]>Date: Thu, Feb 25, 2016 at 11:01 AMSubject: [redacted]/bf [redacted] Revdex.com # [redacted]To: [redacted].[redacted]Cc: [email protected] Dear [redacted], Thank you for your correspondence. We are sorry to learn of the baggage...

delay and damage you experienced; however we are grateful for this opportunity to address your concerns. Please accept our sincere apologies for our delayed reply. We are currently experiencing a high volume of feedbacks from our customers. We apologize for the inconvenience and additional expenses incurred as a result of a baggage irregularity and regret the less than positive impression gained. 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 Relations1640 Hempstead TurnpikeEast 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. Luggage is normally processed with care and accuracy and the vast majority is handled without incident. We would like to be of assistance in reimbursement for your damaged bag and ask that you forward your repair receipt for review. If the bag was unable to be repaired kindly forward the original bag purchase receipt to my attention. Sincerely,B.M[redacted]

From: Lufthansa Customer Relations<[email protected]>Date: Thu, Jul 14, 2016 at 4:18 PMSubject: Your Feedback to Lufthansa, Dear [redacted],Thank you for your correspondence forwarded by the Revdex.comregarding your daughters ticket. Please...

forward the following documentation: 1.   Flight itinerary2.   Ticket number3.   Daughters...⇄ the requested information is received, we will not hesitate to address your concerns. Sincerely,B. M[redacted]

[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:I believe the offer is not fair.
Regards,
[redacted]

[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:This is continuous of the following Complaint ID #[redacted] and my booking code is [redacted]. I am really upset since they responded back to me at the time of my flight. I was very stressed out since I waited so long for a answer which could have been given to me within the matter of days not weeks. I was very stressed out since I had to leave earlier than expected and you guys didn't honor what was said earlier. The aircraft was very dirty and the bathrooms were the worst. The entertainment system was very slow and the wifi which I paid for was useless. The wifi didn't work and it was really a waste of money. The food was frozen and stale. I barely touched anything and I was really hungry till I landed in Frankfurt Germany, We landed in Frankfurt and I was sitting in the back of the plane. I stranded up and waited patiently for the line to move in the front and I can exit out from the front exit. I was really upset since the flight attendant decided to open the back exit door which was not used for passenger to get of. The flight attendant mention that it was for the cleaning crew but there was no body who came in. I was really upset and stressed out since I didn't have my jacket and I was really freezing since it was 0 C. It was really cold out there and she didn't have the decency to wait till the passengers are off the plane. I really felt bad and sick since my whole body was shivering because of that. I think this is really wrong and I am really upset. After this, I was sick with high fever due to this incident and I end up paying a lot of money in medical bills. I am out of the country and you will not be able to get of hold of me via phone. Please email me with any updates or concerns.
Regards,
[redacted]

From: Lufthansa Customer Relations
[mailto:[email protected]]
Sent: Wednesday, September 14, 2016 12:24 PM
To: [redacted].com
Subject: Your Feedback to Lufthansa, ** ID [redacted] Revdex.com [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[redacted]  
 
Customer Relations North America
  
Lufthansa German Airlines

The passenger purchased a ticket with Lufthansa to fly from Louisville to Florence Italy via Chicago and Munich. Indeed the Chicago to Munich flight was cancelled due to a strike by the Pilot Association.Lufthansa attempted to rebook him to alternative flights. Regrettably the ticket was not issued...

in time for the new flight. Lufthansa did receive a large dimension of calls to our service center, resulting in longer than usual wait times for our passengers. However, we were rebooking passengers.As the passenger voluntarily purchased a new ticket and did not use the outbound flights on his original ticket, the unused portion of the Lufthansa ticket was refunded for the amount of $312.67USD. Additionally, a request has been submitted to refund the unused advance seat reservation fee of $35USD.Furthermore, Lufthansa has contributed to the cost incurred for the new ticket which the passenger voluntarily purchased, with a check for the value of 250 Euros ($265USD).Our decision was explained to the passenger via a telephone conversation on December 20th, 2016. Prior to this conversation, a supervisor was consulted to confirm our position.As the passenger voluntarily purchased a new ticket, Lufthansa is not offering to fully reimburse the claimed amount.

Dear [redacted],
Thank you for your continued correspondence.
We have researched your case with our Miles&More
department and were advised that apparently you have not met all of the below
criteria to qualify for Lifetime Senator status. The requirements are as
follows:
minimum...

age 60 years10 years
uninterrupted SEN statusat least 1 Mio status
miles in a 10-year-SEN-periodFTL Downgrade
Your account indicates an accumulation of 930.978 status miles in 10 years.
For more information
about purchasing Senator status please visit:
www.miles-and-more.com/senator
If you have further
questions or need additional information please contact our Miles & More
Department directly.
Sincerely,
Gabrielle M[redacted]
Customer Relations North America
Lufthansa German Airlines
Austrian Airlines
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
Tel.: ###-###-####
Fax: ###-###-####
e-mail: [email protected]
lufthansa.com
austrian.com
Members of Star Alliance
¾¾¾¾¾¾ Q
P Please consider the environment before printing this e-mail
Tell us why here...

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA Sent: Monday, October 05, 2015 12:02 PMTo: '[redacted].com'Cc: '[redacted].[redacted].com'; '[redacted][email protected]'Subject: [redacted]/bf [redacted]
 
Dear **. [redacted],
 
Thank you for the correspondence from [redacted]...

[redacted] and the Chicago Revdex.com and for choosing Lufthansa for your travel plans. Please be advised that due to German privacy laws we must respond to the passenger directly. We were sorry to learn of the circumstances that prompted you to write and appreciate the opportunity to respond.
 
We can certainly understand that you are upset with the collection of the excess baggage fees in Chennai on July 19 and regret any misunderstanding. Lufthansa has set specifications for luggage which take into consideration the size and how heavy the piece is. Our Economy Class passengers are permitted one piece of hand luggage each not exceeding 8kg and the size may not be larger than 55cm x 40cm x 20cm plus one suitcase to be checked in free of charge to and from Europe, not exceeding 23kg or 50lbs with a maximum size of 158cm. 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 flights.
 
We understand that you had decided to check in a third bag. If 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 USD200. Therefore, 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 misunderstanding. We appreciate your understanding that when the allowable limit has been exceeded, additional pieces are assessed at specified charges, which is non-refundable.
 
**. [redacted], our response may not be the one anticipated and we appreciate your understanding of our position. We value your patronage and it is our hope that you will consider Lufthansa once again for your future travel plans.
Sincerely,
B. M[redacted]
Customer Relations
North America

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 [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

[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: Revdex.com of Metro Washington DCDate: Wed, Jun 8, 2016 at 8:47 AM---------- Forwarded message ----------From: <[email protected]>Date: Tue, Jun 7, 2016 at 2:31 PMSubject: [redacted]/bf Revdex.com [redacted]To: [redacted].comCc: [email protected] [redacted]...

[redacted],Thank you for your correspondence forwarded by the Revdex.com and for the opportunity to review your request for a refund. We 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 fare. Your past dated record indicates that on December 16, 2015 our staff advised that as the Frankfurt to Los Angeles flight [redacted] on December 5, 2015 fare is non-refundable the most restrictive rules apply. Your record indicates that you traveled on the outbound portion of your ticket. This reverts to a one way fare when the return is cancelled. 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. [redacted], while we are unable to comply with your request for a refund, we trust you will come to an understanding of our stance. Sincerely,B. M[redacted]

[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 The business sent the same response as the last time. They have not responded to my demands and have not even tried to contact me to try to negotiate or anything. I do not even know if an automated computer or a human being is responding. Either way their response is unacceptable. I believe the Revdex.com should put them down as unresponsive. If they think I will get busy or back off, I will not, I will only continue escalating these complaints until they understand my resolve. They 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]

We received from the Revdex.com your claim. We also received your continued correspondence.We regret you and your family’s disappointment that you were unable to travel with them on your Lufthansa flights on August 14th, 2017. As was explained to you by our colleagues, [redacted] experienced an aircraft...

change to that of a smaller version. We understand your wife and children, who held separate reservations, were automatically accommodated on another flight, arriving three hours later than their original flight. We are sorry you were not notified prior to arriving to the airport in Gdansk of this change. It is certainly disappointing to hear that our airport agents in Gdansk were unable to accommodate you on the same flights as your family. They each were provided with appropriate compensation of EUR300 each ($352), in accordance to the EU 261/2004 regulations. We appreciate your understanding, as you were not affected with a flight change to your reservation we are unable to offer you the same compensation.Consideration to partially refund your tickets is not possible since transportation was provided. Our colleagues provided you with a goodwill gesture of EUR150 ($176), for your hardships as we understand you were disappointed you were unable to travel together. While we are unable to offer you additional monetary, we would like to send you a 20% Lufthansa savings certificate in an effort to regain your trust. The savings certificate may be redeemed on Lufthansa operated flights only (Economy Class) and is good for up to 4 passengers travelling on the same itinerary. Please note the Terms and Conditions outlined on the back of the certificate where you also find instructions on how to redeem the savings certificate.We appreciate the opportunity to respond and assure you of our interest to be of continued service.Sincerely, S. A[redacted]

From: AW/P-C, NYC CUSTOMER RELATIONS NORTH AMERICA
Sent: Wednesday, March 30, 2016 10:16 AM
To: 'sevgenitakis@[redacted].com'
Cc: '[email protected]'
Subject: [redacted]/bf Revdex.com # [redacted]
Dear [redacted],
Thank you for your correspondence regarding your recent experience.
Please forward...

the following documentation:
1. Flight itinerary
2. Ticket number
Once the requested information is received, we will not hesitate to address your concerns.
Sincerely,
B. M[redacted]
Lufthansa German Airlines
Customer Relations North America
P.O.Box 425
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
Fax: [redacted]
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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Thank you [redacted] so much for getting the attention of Lufthansa Customer Service for me once again, however I am rejecting the response from the Business as they have not provided me with the refunds or any other information about the transaction ID or confirmation code, date, amount(s) for the 'so called' refunds. I do not see the transactions per their explanation in my credit card and my bank confirms they have not received any transactions from Lufthansa for the period. I have here-in attached my email to Lufthansa Customer Care/Relations along with the proof documents of NOT having received refunds. This issue is still unresolved for me as I have NOT received the refunds they repeatedly claim they have made. Email(s) bounce back from their address - [email protected] with the following error - Delivery to the following recipient failed permanently:     [email protected] details of permanent failure:Google tried to deliver your message, but it was rejected by the server for the recipient domain dlh.de by [redacted].[redacted].com. [[redacted]].The error that the other server returned was:[redacted] #[redacted] Address rejected.Please follow up with Lufthansa to find a closure to this complaint.
Regards,
[redacted]

[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]

[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]