I hate those Canadian agents based in Ontario. AWFUL. Eep during the last strike, they were not only RUDE, and extremely unprofessional. They should be ashamed for representing Lufthansa.
Now that I have access to the HON line and PA, I just call Germany directly, why bother with he Ontario call center. A waste of my time. One of them flatly out refused to rebook, another outright cancelled my ticket, and other fiascos. I finally had to call Germany to sort it out.
The best thing though is to have your TA do all the work, but my TA basically hates LH Group, esp after the $20 fiasco.