Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
May 27, 2017, 2:15 am
#1592
Join Date: May 2017
Posts: 11
Hello again Andre, I think there´s a misunderstanding. LH will not rebook you if you miss the connection due to airport security. This is out of our hands. Should you wish to rebook your connection - since the recommendation regarding the minimum connecting time does not seem to reassure you - you may do so according to the fare conditions. Kind regards, Maria
Our flights are LH953 (scheduled to arrive from the UK at FRA at 11:25am on a Monday) and LH234 to Rome (departs FRA 12:20pm). If these flights had a simple walk between gates (as I assumed when the booking was confirmed) then 45-55 minutes would indeed be ample. However from subsequent research online I'm hearing that quite often there is:
- A bus ride from the plane to terminal
- Passengers then need to be processed through passport control
- Then need to re-enter via airport security checkpoint / scanners
- Potentially there is also a change between the A and B sections of Terminal 1
If all of those things occur (which is very common apparently) it would be unreasonable to expect any passenger to be able to easily get to the second flight within 45-55 minutes (especially if you want your passengers to be at the departure gate 30 minutes prior to the scheduled departure time, which most airlines do and in the above case would be clearly impossible).
I did phone to ask about switching our connecting flight to the next plane to allow more time, and was told we would need to pay (a lot!) to change, because 45 minutes was considered the legal minimum connection. I would beg to differ (given the above points).
Andre
May 29, 2017, 1:23 am
#1593
Join Date: Aug 2016
Location: Germany
Programs: Miles and More, IHG,Hilton Honors
Posts: 116
May 29, 2017, 5:04 am
#1594
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
May 29, 2017, 5:06 am
#1595
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
Hello there gusd, according to my colleagues, the SEN Lounge on level L - as well as the F Lounge - have been reopened on May 25. Enjoy your stay in the lounge! Regards, Maria
May 29, 2017, 5:10 am
#1596
Join Date: Dec 2008
Location: CLE
Programs: UA MileagePlus Premier Platinum
Posts: 1,352
May 30, 2017, 10:32 am
#1597
Join Date: May 2017
Posts: 2
Absolutely fuming with LH at the moment. Not sure this will get us anywhere but here goes.
My husband cancelled a flight 3 weeks ago (cancelled 9th May - due to fly 1st September). At no point was he informed of any charges either before or during the cancellation process, to the contrary, he was informed by LH that flights can be cancelled and refunded up to 24 hours before take off.
To date, he has had no response other than a copy of his original invoice. He is now being told that he will receive less than a third of the money paid for his flight. LH have no doubt resold the seat so its win win for them.
As an expat working in Saudi, he is a frequent flyer on LH, as are his colleagues. I also use LH when I or family fly out to visit him. In fact on 16th June both of us are flying Manchester to Jeddah, via Frankfurt with LH but this will be the last time we ever use them having realised we have been conned and lied to. We will pay slightly more for a different airline who don't mislead customers.
Simple correct advice when cancelling would have avoided this problem. If he was told how much he would be refunded at the time of cancelling, he would have been able to make an informed decision on whether to change his flight to a different time and date.
Enjoy the money Lufthansa, it's the last you will receive from me or my family.
My husband cancelled a flight 3 weeks ago (cancelled 9th May - due to fly 1st September). At no point was he informed of any charges either before or during the cancellation process, to the contrary, he was informed by LH that flights can be cancelled and refunded up to 24 hours before take off.
To date, he has had no response other than a copy of his original invoice. He is now being told that he will receive less than a third of the money paid for his flight. LH have no doubt resold the seat so its win win for them.
As an expat working in Saudi, he is a frequent flyer on LH, as are his colleagues. I also use LH when I or family fly out to visit him. In fact on 16th June both of us are flying Manchester to Jeddah, via Frankfurt with LH but this will be the last time we ever use them having realised we have been conned and lied to. We will pay slightly more for a different airline who don't mislead customers.
Simple correct advice when cancelling would have avoided this problem. If he was told how much he would be refunded at the time of cancelling, he would have been able to make an informed decision on whether to change his flight to a different time and date.
Enjoy the money Lufthansa, it's the last you will receive from me or my family.
May 31, 2017, 6:17 am
#1598
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
Absolutely fuming with LH at the moment. Not sure this will get us anywhere but here goes.
My husband cancelled a flight 3 weeks ago (cancelled 9th May - due to fly 1st September). At no point was he informed of any charges either before or during the cancellation process, to the contrary, he was informed by LH that flights can be cancelled and refunded up to 24 hours before take off.
To date, he has had no response other than a copy of his original invoice. He is now being told that he will receive less than a third of the money paid for his flight. LH have no doubt resold the seat so its win win for them.
As an expat working in Saudi, he is a frequent flyer on LH, as are his colleagues. I also use LH when I or family fly out to visit him. In fact on 16th June both of us are flying Manchester to Jeddah, via Frankfurt with LH but this will be the last time we ever use them having realised we have been conned and lied to. We will pay slightly more for a different airline who don't mislead customers.
Simple correct advice when cancelling would have avoided this problem. If he was told how much he would be refunded at the time of cancelling, he would have been able to make an informed decision on whether to change his flight to a different time and date.
Enjoy the money Lufthansa, it's the last you will receive from me or my family.
My husband cancelled a flight 3 weeks ago (cancelled 9th May - due to fly 1st September). At no point was he informed of any charges either before or during the cancellation process, to the contrary, he was informed by LH that flights can be cancelled and refunded up to 24 hours before take off.
To date, he has had no response other than a copy of his original invoice. He is now being told that he will receive less than a third of the money paid for his flight. LH have no doubt resold the seat so its win win for them.
As an expat working in Saudi, he is a frequent flyer on LH, as are his colleagues. I also use LH when I or family fly out to visit him. In fact on 16th June both of us are flying Manchester to Jeddah, via Frankfurt with LH but this will be the last time we ever use them having realised we have been conned and lied to. We will pay slightly more for a different airline who don't mislead customers.
Simple correct advice when cancelling would have avoided this problem. If he was told how much he would be refunded at the time of cancelling, he would have been able to make an informed decision on whether to change his flight to a different time and date.
Enjoy the money Lufthansa, it's the last you will receive from me or my family.
May 31, 2017, 7:16 am
#1599
Join Date: May 2017
Posts: 2
Maria, there was no cancellation amount shown. The website and call centre staff both advised that cancellation was okay and he would be refunded. Customer service have been unable to advise how much his refund will be, they claim they aren't allowed to tell people over the phone. At no point does the website state how much any charge will be.
Jun 1, 2017, 1:54 am
#1600
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Original Poster
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,132
Dear Lurkers,
today I was adding paid baggage to m my in-laws reservation and clicked the 'upgrade' button while viewing the reservation on M&M. The system displayed that they need 15000 evouchers to upgrade. Can you add this bug to the other entries?
Regards Oliver
View Screen Capture
today I was adding paid baggage to m my in-laws reservation and clicked the 'upgrade' button while viewing the reservation on M&M. The system displayed that they need 15000 evouchers to upgrade. Can you add this bug to the other entries?
Regards Oliver
View Screen Capture
Jun 1, 2017, 5:26 am
#1601
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
Maria, there was no cancellation amount shown. The website and call centre staff both advised that cancellation was okay and he would be refunded. Customer service have been unable to advise how much his refund will be, they claim they aren't allowed to tell people over the phone. At no point does the website state how much any charge will be.
Hi Diane,
I recommend you give the Technical Support team a call.
They will be able to look into this and check why the amount wasn't displayed.
Vanessa
Jun 1, 2017, 5:27 am
#1602
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
Dear Lurkers,
today I was adding paid baggage to m my in-laws reservation and clicked the 'upgrade' button while viewing the reservation on M&M. The system displayed that they need 15000 evouchers to upgrade. Can you add this bug to the other entries?
Regards Oliver
View Screen Capture
today I was adding paid baggage to m my in-laws reservation and clicked the 'upgrade' button while viewing the reservation on M&M. The system displayed that they need 15000 evouchers to upgrade. Can you add this bug to the other entries?
Regards Oliver
View Screen Capture
That's our new upgrade special, Oliver! ;-)
Just kidding, of course!
Thanks for letting us know, I will forward this to Miles & More.
Vanessa
Jun 1, 2017, 1:59 pm
#1603
Join Date: Apr 2014
Location: TRN
Programs: LH SEN
Posts: 67
Seat selection management
Hello
In the last month I've booked three long haul flights from LH site. While booking I had no issue in selecting a seat. However each time I try to go back I get the same error and basically can no longer make changes until online checking time.
Quite sure that in the past you could review and change seat selection without issues. Is my memory damaged?
Below what I see. Contacting the issuing office is quite strange
In the last month I've booked three long haul flights from LH site. While booking I had no issue in selecting a seat. However each time I try to go back I get the same error and basically can no longer make changes until online checking time.
Quite sure that in the past you could review and change seat selection without issues. Is my memory damaged?
Below what I see. Contacting the issuing office is quite strange
Jun 2, 2017, 6:57 am
#1604
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
Hello
In the last month I've booked three long haul flights from LH site. While booking I had no issue in selecting a seat. However each time I try to go back I get the same error and basically can no longer make changes until online checking time.
Quite sure that in the past you could review and change seat selection without issues. Is my memory damaged?
Below what I see. Contacting the issuing office is quite strange
In the last month I've booked three long haul flights from LH site. While booking I had no issue in selecting a seat. However each time I try to go back I get the same error and basically can no longer make changes until online checking time.
Quite sure that in the past you could review and change seat selection without issues. Is my memory damaged?
Below what I see. Contacting the issuing office is quite strange