Another example of “professional” service at MNL HON line… I wanted to make a reservation on Lufthansa app for a simple return flight. The payment would not be finalized despite two attempts and two different cards. However, in the app, two PNRs have been created. So, I thought: OK, I would call HON line to finalize the payment.

First agent
Agent: you need to pay online.
me: It does not work. Can I please pay over the phone?
Agent: Yes, but I need to charge you 45 EUR for offline booking. Or if you pay online, it will be free.
Me: it doesn’t work online. Can you please waive the fee?
Agent: No. The system doesn’t have this option. I cannot remove it from the payment page.
me: In past it was possible.
agent: now rules have changed.
Me: OK, bye.

Second agent
Agent: you need to cancel this booking and make a new one
Me: I cannot cancel it online. Could you please cancel it.
Agent: No, I cannot cancel YOUR booking (emphasis on YOUR)
me: Can you please make the same booking and I will just let expire this unticketed booking
Agent: No, you cannot have two tickets for the same routing.
Me: I won’t have two tickets, as the first PNR won’t be ticketed.
Agent: It does not matter. PNR is PNR
Me: bye

Waiting for LX HON line to open and will book with them, as I cannot get through German HON line for some reason.

I wonder why LH bothers having this team in MLN. They are utterly useless.