Dear Sir,



Thank you very much for your further fax dated 12 February 2005.

We were sorry to learn about all the inconveniences caused to you. A situation such as this is not pleasant and we can well understand how upset you must have been.

Last year alone, more than 5 million passengers failed to turn up for their flights. If we did not operate a policy of overbooking, 5 million other passengers would not have been able to travel on their chosen flight despite there being seats available.

Overbooking our flights therefore increases the likelihood of being able to make a reservation on the flight of your choice.

We handle this subject with great care. Our booking processes are based on carefully obtained data for every individual flight. We also keep a constant eye on current booking numbers and adapt our forecasts accordingly.

Despite our best efforts, we may nevertheless occasionally be unable to accept all the passengers booked on a particular flight. We offer these passengers all possible assistance to enable them to get to their destination as quickly as possible.

According to our records there was an overbooking in First class on flight LH588. This would explain the fact that our colleagues in London Heathrow airport. Please accept our assurances that we do appreciate the importance of customer service, particularly when irregularities occur and we were sorry to learn of your disappointment with the service you received at Heathrow Airport. We can confirm that your comments have been relayed to the responsible management team for their internal handling.



We hope that you will appreciate the little present you will receive under separate cover from “Maison Fauchon” and accept it as a gesture of our goodwill.

We would like to take this opportunity to apologize once again for the inconvenience caused.

We hope that you will continue to regard us as a reliable partner in the future and that we will be able to welcome you on board a Lufthansa flight again soon.

Yours sincerely,

Lufthansa German Airlines
Customer Relations Centre Europe