I had an incident with Lufthansa US reservations yesterday and have gone through all online threats, postings, etc. This is what I have done so far.
I have contacted the Lufthansa US Corporate Office in NJ, described the issue and my incident and was told to speak to Suzanne R[.], Customer Relations, and call Suzanne directly at 516.296.[...]. I have not heard back from Ms. R[.] as of yet. I have also sent an E-mail to [email protected] which goes to Lufthansa Customer Relations North America.

This is what happened to me yesterday. I travel a lot and usually take my miniature Maltese dogs with me in cabin. They, two little 5.5 pounds each dogs, fit comfortably in one small dog carry on bag. I have traveled with Lufthansa back to Germany before, both dogs in cabin, under my seat in one bag and the total weight was around 14 pounds but not exceeding their allowed 17 pounds. I called several times yesterday to check on dates and if other pets would already be traveling or on board on these particular dates. I was told that they usually allow only one dog per passenger in cabin, but when I explained that I always travel with them together in one bag, how small they were etc., they okayed it. I went ahead and booked my ticket online for December 12th, and was told to call back and add the dogs to the ticket after my online purchase. I called back and the story changed. The agent I talked to was rude and told me that this is it and only one dog is allowed not two. I asked to speak to a manager, who was even more rude and completely arrogant. He cancelled my ticket and told me that he would send the cancellation E-mail immediately. He never informed me about the refund not being immediate, when I got the E-mail, there was no mention of an amount or refund or ticket number or anything. I called back and was told that they would send me a refund within 6 - 8 weeks. This is just unacceptable and I feel that they absolutely tricked me into a situation, then cancelled my itinerary and are now holding onto my monies. Is this how Lufthansa US works now? Having flown with Lufthansa before and knowing how great they can be, how well respected they are in Germany, this kind of incident should never happen. I am shocked! Suzanne R[.], Lufthansa US, where is the customer relations here?