Originally Posted by kai.lileboo

When I called SEN line here in Spain, the agents are almost all Brasilian with limited ES/EN language skills and many with no idea what has to be done. Some of them are not customer oriented, others are just asnwering that they are not able to do anyhing, as this is a M&M line, and concerns award tickets, if you insist they just hang up. In the past 5 years, my phone experience was not positive at all. Despite raising this to a higher level, it seems LH doesn't care and no improvement has been done.
I really avoid calling them, it is a waste of time in 90% of cases. I am concerned how the requests are handled. No responses, no actual action taken and no solutions of problems....