Originally Posted by
pomkiwi
So this gets more ridiculous and I'm still trying to work out if LH is just monumentally incompetent or behaving appallingly badly.
Having cancelled my return flight to GRU via FRA and ZRH (in F) as above, several days later they generated a separate ticket with the same PNR for a single between BHX and FRA in J with the same cost as the previous return trip. This was done without reference to me and the e-mail they sent invited me to accept or decline and receive a voucher. If I did nothing within 4 days the flight would be cancelled. As I had previously filled in the form to request full refund, and was unable to get through by phone I did nothing. Amex have dealt with my chargeback.
6 days later I was invited to complete online check in for BHX-FRA, I did nothing. Today I was told of a gate change 2 hours before departure and an hour before departure LH cancelled the flight. Once more they have rebooked me for a single journey BHX to FRA tomorrow, same cost as the previous South American trip. Once more my options according to the e-mail are to accept or to choose a voucher. As previously I will ignore this.
Either way LH are now a company I no longer trust to deliver a competent service or behave in a morally (and possibly legally) acceptable fashion.
Final update. LH themselves have not acknowledged my refund request but today a credit arrived in my Amex account for the value of the flights direct from LH (which will be taken back by Amex appropriately as they have already refunded the charge). This is approximately 4 weeks between submitting the refund request to receiving the refund. A lot better than many other reports but fail to understand why they have failed to communicate and went through the pantomime of reissuing my ticket as a very expensive BHX-FRA one way (maybe the true refund timeline is 10 days once they realise you mean it
)