Dear Lufthansa,

I am using your airline for almost 10 years now, and I have to say, it’s getting worse from day to day. The customer service in particular. I am flying mostly business class, and it is not up to standard for business class of other airlines. The service is getting terrible, the fact that you try to save money on the wrong things is showing greatly, the attention to detail is just absent.

But the issue that I want to point out is the following:

My wife is a strict vegan, and for 5 flight in a row, your team just forgets (or chooses not to) to provide her with her special meal that has been ordered through your website. I find this unacceptable. Also keeping in mind the fact that we travel business class. Some of the flight attendants a very polite, saying that they don't have the order, and offer alternatives which do not fit to her diet and we have to refuse, and others just bluntly, in a rude manner just state the fact that they don't have it, wasn’t loaded, and not their fault.

This is not a way for customer service. Especially in business class, and especially keeping in mind that my wife is a Frequent Traveller with you (card number XXXXXXXX) and I myself is a Senator (card number XXXXX). The flights concerned are the following booking codes: XXXXX, XXXXX and another 3 or 4 flights, mostly one after another.

Also, the food. It is not good at all. The business class food last flight was not fresh. The cold cut meet smelled as if the meet was rotten (and it was not just my opinion, other fellow passengers though the same of it). Obviously, I myself did not take it. And the service. It is just horrible. The way everything is served, the way it is prepared, the way the cabin attendants behave. If you would have to be rating the Business Class cabins, it would be a 3 star service if one would be very generous. Nowhere near to 5. All about it, the seats (really horrible, gives a back pain every time), the drinks, the food, the manners of the cabin crew.

So naturally, I try to avoid Lufthansa, or any of it’s subsidiaries when I travel, and use your airline only when I do not have any other choice. I am afraid that if the things keep this way, you will have less and less travellers using your airline. Please consider this email, and let your management know that it is time to change, and bring back the joy and at least some allure into travel, and not make it a burden. It is enough stress when travelling through Frankfurt (which is one of the worst airports passenger logistic wise, but it is a separate story).

Just to underline and conclude, please update your systems on the special meals. Please make sure for them to be there, when ordered online! They are there because people request them. Either for religious beliefs, or for medical diet reasons. This is unacceptable, and should be changed. You are paid for the service, which is absent. Getting from point A to point B can be done in any other airlines, and any other class. But if you are offering Business Class, please show me what I am paying for.

I do hope that you will consider this email, and I would like you to get back to me with your thoughts or comments.

Sincerely yours,