Thanks for the tip- I’ll check the contact section again.

I think airline bosses really underestimate the importance of helpful, competent staff who are empowered to make reasonable decisions. I really think LO is getting it right- I applaud that and I honestly hope they don’t consider outsourcing/offshoring the way LH does. If you really want to make call centers obsolete, you’ve got to make the IT good enough. At the moment, LH has crap IT which gives you error messages for anything except a simple transaction, and untrained call center staff with no authority to do anything except say “You’re welcome”. Nonstop f*** you.