Hello,

My original award flight got cancelled but I managed to find an alternative flight. The agent booked the flight and I got a confirmation email with PNR and ticket number. The status was "confirmed". I even went in to choose my seat.

Today, about 2 weeks later. The flight disappear from LH app with out any email or notification. When I look up the booking number. It shows as no flights. Called in and they said "somehow" the ticket was not properly re-issue in time by LH ticketing depart thus automatically cancelled. They checked this flight has no avalability any more and asked if I am willing to downgrade or refund. For me, this is very ridiculous. This is not my fault or operating airline fault. It is purely a mistake from M&M booking agent/system. The way they try to solve the problem so far is to push it towards me?

I did everything right according to my end of the agreement, I agreed to get rebook, provided my pin code, got point and fee deducted. The operating airline fly as usual. Thus, LH need to take responsibility on this fault not the customer.

I am a senator and this issue plus the response from the hotline are like a big betrayed to my loyalty.
I want support and escalation on my case.