No direct contact / long answer times
Hi there,
I don't want to solve my current open issue, but raise the question why LH/M&M is not able to provide a direct contact for tricky issues and or takes "ages" to reply only to have the customer tell his story over and over again because there's a new agent.
I had asked over and over again for a direct contact for my issue (open since the beginning of 2012!) but was not able to receive it - instead I have to fight with email and/or fax to always include all the details, because "hey there's always a new agent".
I understand that LH/M&M wants to be flexible and effective in terms of their communication and "standard requests" - but once you reach a point in an issue it's better to have someone on the phone to talk to (and I don't mean the hotline, as there is also always a new agent or someone telling you to just wait - been there done that).
Cheers
TheAirman