Response from LH Customer Service:

Thank you for your online feedback dated December 10, 2019.

Please accept our apologies for the inconveniences caused due to the change in your flight schedule. Every journey with Lufthansa should be a positive experience for you. We apologize if your expectations were not met on this occasion.

Based on our records flight LH 915 was delayed due to the late arrival of another flight, which was delayed to due high level of Air Traffic. Naturally we would like to get you to your destination on time, every time. Seamless, efficient air traffic is also in our best interest and we are constantly working on optimizing flight operations. At the same time, air traffic control and airport rules and regulations are strictly enforced. Although Lufthansa has no influence over these processes, we are still obligated to abide by them which ultimately led to the delay of your flight.

In regards to your questions in your online feedback, kindly be advised that our staff at the airport were unable to put you on a direct flight to Zurich, Basel or Geneva due to the flights being overbooked and having available flights on December 10, 2019.

We also ask for your understanding that our crew members have access to a limited amount of information in regards to connecting flights. Which was why you were informed that you will be able to make your connecting flight, when that was not the case.

Please note that direct transfers to the gate were offered for the majority of passengers with a shorter connecting time to catch their flight, we apologize that this service was not available to you.

We would be pleased if you regarded this incident as an exception. We will do our utmost to ensure that your future flights with us proceed as smoothly as possible. On behalf of our star alliance partner, we would like to extend our most sincere apologies. We are sorry for the inconvenience. We look forward to welcoming you on board in the near future and the opportunity to regain your confidence.

Sincerely,
xxxxx

(No offer of compensation in the letter)