I'd like to preface this by praising Lufthansa. They are a beacon of German appreciation for competency. My encounter with their "technical support" line today was the antithesis of this however.

The MyOffer page is bug ridden and not working on any of my computers, using a variety of browsers. I tried emailing technical support and called the M&M and Reservations line and all told me to call the technical support line. What a joke this is.

I've attached here a copy of the complaint I just filed with Lufthansa Customer Relations.

Hello,

I am due to fly on Tuesday the 18th of August to Frankfurt and have been trying to use the MyOffer feature which is ridden with technical issues. I have emailed the Technical Support which told me to call M&M which told me to call the reservations line, which told me to call the Technical Support.

Finally I got on the phone with Technical Support, agent name: Andrea, who told me she was in a call centre in Ireland. This interaction has been the most frustrating and disappointing I have ever had with Lufthansa.

The agent did not know her way around the Lufthansa website and did not even know what I was talking about when I mentioned "myOffer". She told me if I want an upgrade to call the reservations line, to which I insisted for minutes to please let me speak to a manager (she refused) or someone who would at least know what this website feature is. Finally I walked her through the site and she found the myOffer page and proceeded to read me what the page says. She kept repeating the line about "you will find out 72 hours before your flight if you have received your upgrade".

Finally after insisting, I was able to tell Andrea that I have not been able to place my offer, and that this was the reason for my call! She was combative and rude, and told me that on her end everything is working so clearly there is no problem and that I need to just deal with it.

She refused to transfer me to a colleague, manager, or supervisor. She told me she had no manager and that there was no immediate supervisor she could put me in touch with.

This woman did not even know how to work the Lufthansa website and allegedly is a member of the technical support staff. Add to that incompetence that she does not even have the customer service or social skills to speak politely or competently to any customer and you will understand the disgusting call I had with this agent.

I am a returning customer to Lufthansa because of their emphasis on competence, and because of the consistently high level of service. Lufthansa costs significantly more than the competing airlines, but I return time and time again because they have proven themselves to me. This interaction with Andrea is threatening that trust however. I am deeply disappointed. I would like to simply use the myOffer feature and have spent hours trying to get help with the feature and all I have to show for it is a crushed spirit and great quantity of frustration. I expect more of Lufthansa.