Volcanic ash cloud impacts LH flight operations
Apr 22, 2010, 12:08 pm
#601
Company Representative - Lufthansa Airlines
Original Poster
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
First post updated (probably final update)
Thank you to all who have given positive feedback of LH handling. It will be presented to management accordingly!
Thank you to all who have given positive feedback of LH handling. It will be presented to management accordingly!
Apr 23, 2010, 5:36 am
#602
Join Date: Dec 2008
Programs: M&M FQT, BA G, Bonvoy LTT, WoH GLOB
Posts: 960
Apr 23, 2010, 7:26 am
#603
Join Date: Jun 2008
Location: PRG
Programs: M&M SEN**; FB Silver; IHG Platinum
Posts: 496
Even my flight that I actually flown on the 16th disappeared. Just contacted them via e-mail form, will see what happens.
Apr 23, 2010, 7:35 am
#604
Join Date: Jul 2008
Location: K+K
Programs: *G
Posts: 4,867
However, i will think twice before i fly lufthansa next time. For example, AirBerlin has been much more flexible with rebooking the other cancelled ticket of mine, and when we consider that their prices are much lower and the service much better... There IS a better way to fly 
my experience: i had flight booked online for italy -> england on lufthansa and alitalia both
for a period of 48+ hours (saturday-monday), i placed literally 100+ calls to lufthansa numbers in USA, Canada, UK, Germany, and Austria. (easy to do with Skype). this was spread over all times (early morning, late night, past midnight, etc). most calls failed to dial through (NA numbers). the rest either were put on interminable automatic holds, or put on hold and quickly disconnected. not ONCE was i able to speak to a live lufthansa representative
conversely, on alitalia, on my 1st call (saturday) i was able to get an agent, who confirmed me on Wednesday flight. Tuesday night when it was announced most Wed AM flights were canceled, I called again and on the 4th call attempt i grabbed an agent who confirmed Wed PM flight.
The flight was on. Got to the airport, virtually 0 check-in line, snagged exit row aisle seat, 0-security line, a little slow for boarding, but I made it home.
As a non-status SkyTeam member this was as smoother than flying *G on StarA!
Now I dont know if I even dare to try call LH to get my refund.....
Apr 23, 2010, 9:23 am
#605
Join Date: Aug 2006
Location: MUC (home), DUS (office), XXX (customer)
Programs: LH, AB, SPG, CC, Sixt, EC
Posts: 6,334
Nice. AZ better than LH 
The two things we have to admit is that
A: Italy in general was open for traveling so AZ was not anywhere as impacted as LH
B LH is "slightly" larger in operations and therefore had more to handle/deal with.
Still, ^ to AZ!
The two things we have to admit is that
A: Italy in general was open for traveling so AZ was not anywhere as impacted as LH
B LH is "slightly" larger in operations and therefore had more to handle/deal with.
Still, ^ to AZ!
Apr 23, 2010, 9:27 am
#606
Join Date: Jan 2006
Location: San Francisco
Programs: United/Star Alliance - 1K
Posts: 2,176
No, let's say I arrive at MUC and then it's shut down.... Would I really want to spend every day in the FCL? Are you kidding me? Heck F'ing Ja! I could gorge on awesome food, drink myself silly on 18 y.o. bourbon, and then sleep it off on a day bed. ^
Apr 23, 2010, 10:14 am
#607
Senior Moderator, Moderator: Community Buzz and Ambassador: Miles & More (Lufthansa, Austrian, Swiss, and other partners)
Join Date: Jun 2005
Location: 150km from MAN
Programs: LH SEN** HH Diamond
Posts: 29,512
Surely there must be a better way to maximize your experience in the FCL. Some hints.
Apr 23, 2010, 10:16 am
#608
Join Date: May 2001
Programs: AA PLT 2MM, LH SEN *, HH Gold
Posts: 3,075
Apr 23, 2010, 2:27 pm
#609
Join Date: Sep 2006
Location: UME
Programs: EBG
Posts: 24
Hi
I'm experiencing some problems with Lufthansa. I have a C class ticket UME -SK- ARN -LH- MUC -LH- GRU and back the same way. The first flight UME - ARN took place earlier today. I was not on the flight because yesterday I took the train to CPH (arrived at lunch time today) and at 6PM an SK flight from CPH to MUC.
The reason I was not on todays flight UME - ARN is my fear of the volcanic ashes. A lot of airports in Sweden were closed yesterday and I NEED to be in Sao Paulo on Monday. My travel agency called LH before I took the train yesterday because they could not remove the first two segments of the flight because the flights were married and made on the same PNR. LH said it was no problem to do this due to the special circumstances.
Earlier today when I arrived in MUC I went to the LH service center to check that everything was OK for tomorrow’s flight MUC - GRU. Now the lady behind the desk says she can’t see a note in my booking that my travel agency called LH and cleared the issue. She said that if I can’t get the clearing via my travel agency the only way for me to get a seat on the flight is to purchase a new ticket (which now cost 1600 € more than the original one).
I can’t believe what she says. How can she not help me with this?? My company have paid 4500 € for the tickets and if I wouldn’t have checked with the LH service center in MUC I would try to check-in tomorrow with no success. Is this the way to treat a customer with a paid C ticket that actually is being pro active in his efforts to fly with LH?
My travel agency is working on this as we speak and I hope they can clear the matter tomorrow before the flight. Or else I can promise you that I will make great great efforts to never fly LH ever again.
What should I do if my travel agency can't help me?
I'm experiencing some problems with Lufthansa. I have a C class ticket UME -SK- ARN -LH- MUC -LH- GRU and back the same way. The first flight UME - ARN took place earlier today. I was not on the flight because yesterday I took the train to CPH (arrived at lunch time today) and at 6PM an SK flight from CPH to MUC.
The reason I was not on todays flight UME - ARN is my fear of the volcanic ashes. A lot of airports in Sweden were closed yesterday and I NEED to be in Sao Paulo on Monday. My travel agency called LH before I took the train yesterday because they could not remove the first two segments of the flight because the flights were married and made on the same PNR. LH said it was no problem to do this due to the special circumstances.
Earlier today when I arrived in MUC I went to the LH service center to check that everything was OK for tomorrow’s flight MUC - GRU. Now the lady behind the desk says she can’t see a note in my booking that my travel agency called LH and cleared the issue. She said that if I can’t get the clearing via my travel agency the only way for me to get a seat on the flight is to purchase a new ticket (which now cost 1600 € more than the original one).
I can’t believe what she says. How can she not help me with this?? My company have paid 4500 € for the tickets and if I wouldn’t have checked with the LH service center in MUC I would try to check-in tomorrow with no success. Is this the way to treat a customer with a paid C ticket that actually is being pro active in his efforts to fly with LH?
My travel agency is working on this as we speak and I hope they can clear the matter tomorrow before the flight. Or else I can promise you that I will make great great efforts to never fly LH ever again.
What should I do if my travel agency can't help me?
Apr 23, 2010, 4:27 pm
#610
Join Date: May 2005
Location: BRU
Programs: A3/Gold, BA/Gold + other less precious metals
Posts: 2,641
Apr 23, 2010, 11:15 pm
#611
Join Date: Oct 2007
Location: Tasmania, Australia
Programs: M&M SEN, Amex Plat, Club Carlson, Marriott, HHonors & Accor Gold, Velocity Silver, Qantas Bronze
Posts: 3,767
+1 - I had good laugh...
Apr 25, 2010, 8:03 am
#612
Company Representative - Lufthansa Airlines
Original Poster
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
Friday I was working on other things and did not get a chance to see fbflyer's dilemma - it is probably too late now I guess
fbflyer, if there's still time for me to look at your booking please send me a PM.
Sorry!
Michelle
Apr 25, 2010, 4:32 pm
#613
Join Date: Jan 2005
Location: Tampere
Programs: BA EC Gold, Hilton Diamond
Posts: 3,237
Originally Posted by LHrelate
... claims for reimbursement etc. of volcano expenses should still go to Customer Relations...
cheers,
Henry
Apr 25, 2010, 5:05 pm
#614
Company Representative - Lufthansa Airlines
Original Poster
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
Hi Henry,
Try on LH.com under "Help & Contact" (top of page), then "Complaints & Compliments" then "post or fax" and choose your country to get the proper address.
Again, volume is much higher than usual so of course response time is the same, but we're doing our very best to get to all claims as quickly as possible.
Best,
Michelle
Try on LH.com under "Help & Contact" (top of page), then "Complaints & Compliments" then "post or fax" and choose your country to get the proper address.
Again, volume is much higher than usual so of course response time is the same, but we're doing our very best to get to all claims as quickly as possible.
Best,
Michelle
Apr 25, 2010, 5:18 pm
#615
Join Date: Jan 2005
Location: Tampere
Programs: BA EC Gold, Hilton Diamond
Posts: 3,237
Originally Posted by LHrelate
Try on LH.com under "Help & Contact" (top of page), then "Complaints & Compliments" then "post or fax" and choose your country to get the proper address.
Again, volume is much higher than usual so of course response time is the same, but we're doing our very best to get to all claims as quickly as possible.
Again, volume is much higher than usual so of course response time is the same, but we're doing our very best to get to all claims as quickly as possible.
cheers,
Henry