Hello everyone,

Unfortunately, I don't have much experience flying with Lufthansa. I had a booking with them for November of last year - outbound MAD - FRA - MEX and inbound CUN - FRA - MAD.

I put the booking on hold last year, but rebooked a couple of weeks ago for October of this year. Phoned up and all seemed fine. When I originally made the booking, I was able to choose seats, had the option of a fixed price upgrade and was able to submit my frequent flyer details. Since rebooking, none of these options are available.

I have phoned up on 3 occasions to ask about upgrading and I consistently get a different reason as to why it isn't possible. Firstly, the call centre in South Africa said the booking wasn't yet ticketed so I should wait 48 hours. The second time (phoned the German line) I was told that because it is a multi city trip, it'd only be possible to upgrade at the airport (which seems odd since the option was available the first time I booked this trip) and the third time (speaking to the Spanish line) I was told that an upgrade isn't possible as business is full (it isn't).

Each time I phone up I ask them to put in my frequent flyer details - which they say they have done - but it never sticks. Online it shows nothing, and when I phone up again I'm told there isn't a frequent flyer number in the booking. It's also impossible to book seats.

Online the booking shows as 'confirmed' - there is a ticket number shown, which is the same as when I first booked - no idea if it should be different?

Does all of this sound 'normal'? Or should I be concerned there is a bigger problem?

Many thanks.