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-   -   Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines (https://www.flyertalk.com/forum/lufthansa-austrian-swiss-brussels-lot-other-partners-miles-more/1390816-feedback-thread-official-lh-lurker-s-lufthansagermanairlines.html)

kbrauneis Mar 14, 17 1:48 am

Does LH do in flight surprises like several other airlines? by this I mean the service where you can book a surprise for a passenger like a cake or something and this will be given to that passenger by the flight crew.

LufthansaGermanAirlines Mar 14, 17 8:52 am


Originally Posted by kbrauneis (Post 28034053)
Does LH do in flight surprises like several other airlines? by this I mean the service where you can book a surprise for a passenger like a cake or something and this will be given to that passenger by the flight crew.

Hi kbrauneis, I am sorry but this kind of Service is temporarily not available. It used to be and my colleagues are working on a possible new procedure. Katja

kbrauneis Mar 24, 17 1:50 pm

To what extent does the LH guide service "guide" the passenger? My mother in law is flying from PTY to FRA. Her only language is spanish and is nervous about arriving at FRA. I would like to book the service for someome to greet her at the arrival gate and escort her through to baggage claim. Will the guide service do that ? or will it simply just say you have to go through that door and be done with her. thanks!

LufthansaGermanAirlines Mar 27, 17 6:37 am


Originally Posted by kbrauneis (Post 28081786)
To what extent does the LH guide service "guide" the passenger? My mother in law is flying from PTY to FRA. Her only language is spanish and is nervous about arriving at FRA. I would like to book the service for someome to greet her at the arrival gate and escort her through to baggage claim. Will the guide service do that ? or will it simply just say you have to go through that door and be done with her. thanks!

Hi kbrauneis,
you can choose several meeting points, also a gate. When ordering the service at the Service Center, my colleague will clarify the specifics with you. It's definitely possible that the Guide Service will meet your mother at the arrivel gate and will help her through customs, at the baggage claim and accompany her to the arrival hall or which ever destination you prefer.
Please find more information here.
Vanessa

kbrauneis Mar 27, 17 8:04 am

Thanks Vanessa, I alsoFRA airport also offers the same service. :D


Originally Posted by LufthansaGermanAirlines (Post 28091892)
Hi kbrauneis,
you can choose several meeting points, also a gate. When ordering the service at the Service Center, my colleague will clarify the specifics with you. It's definitely possible that the Guide Service will meet your mother at the arrivel gate and will help her through customs, at the baggage claim and accompany her to the arrival hall or which ever destination you prefer.
Please find more information here.
Vanessa


kbrauneis Apr 11, 17 3:24 am

By any chance is there a way to find out what is on the menu for May? the website offers the menu for March and April. thanks!

LufthansaGermanAirlines Apr 11, 17 6:56 am


Originally Posted by kbrauneis (Post 28159704)
By any chance is there a way to find out what is on the menu for May? the website offers the menu for March and April. thanks!

Hi again, kbrauneis,

the menues on lh.com are published every second month. Offered choices for May/ June 2017 will be on our website at the beginning of next month.

Best, Katharina

kbrauneis Apr 12, 17 1:16 am

so with this logic I can see what I could have eaten if I had flown last month. Makes sense.

tobegold Apr 12, 17 5:51 pm

Refund Issues
 
Lufthansa has been giving me the runaround for 4 months on an extra space seat fee.

I booked 2 extra space seat fees for a flight to be taken in May, on checking my reservations at the beginning of December I found the equipment had changed from an A340 to an A330 and we no longer had seat assignments. I contacted LH and was told there were no extra space seats left and that I would be refunded the $230 (2 x 115). Contacted them again in January told again that it would take up to 2 weeks, told again 4 weeks ago and again 2 weeks ago. I even emailed customer service only to get the canned busier than usual response, still been 2 weeks to get a response.

It should not take 4 months to get refunded. Please assist in getting my refund as your agents do not do anything other than say they will contact the refund department and allow up to 2 weeks to receive payment. Bad enough I had to discover the equipment change and loss of seats by myself, who knows when the equipment change occurred.

LufthansaGermanAirlines Apr 13, 17 8:43 am


Originally Posted by tobegold (Post 28169830)
Lufthansa has been giving me the runaround for 4 months on an extra space seat fee.

I booked 2 extra space seat fees for a flight to be taken in May, on checking my reservations at the beginning of December I found the equipment had changed from an A340 to an A330 and we no longer had seat assignments. I contacted LH and was told there were no extra space seats left and that I would be refunded the $230 (2 x 115). Contacted them again in January told again that it would take up to 2 weeks, told again 4 weeks ago and again 2 weeks ago. I even emailed customer service only to get the canned busier than usual response, still been 2 weeks to get a response.

It should not take 4 months to get refunded. Please assist in getting my refund as your agents do not do anything other than say they will contact the refund department and allow up to 2 weeks to receive payment. Bad enough I had to discover the equipment change and loss of seats by myself, who knows when the equipment change occurred.



Hello tobegold, I am very sorry to hear about the upset caused due to an equipment change of your booked flight. Please send your booking details by PM in order for me to enquire about the refund status. Best regards, Isabell

whiskey_sk Apr 16, 17 2:10 pm

1 Attachment(s)
Dear Lurkers,
is anyone in LH or M&M aware of the fact that the M&M website has been completely unusable for weeks now?
It doesn't matter whether one wants to just see a booking or to upgrade a flight, the only result after clicking the appropriate button is an empty page (screenshot attached).
Could you please shed some light on this issue? Is M&M completely abandoning the website and everything will have to be handled by phone from now on?

LufthansaGermanAirlines Apr 18, 17 6:36 am


Originally Posted by whiskey_sk (Post 28186998)
Dear Lurkers,
is anyone in LH or M&M aware of the fact that the M&M website has been completely unusable for weeks now?
It doesn't matter whether one wants to just see a booking or to upgrade a flight, the only result after clicking the appropriate button is an empty page (screenshot attached).
Could you please shed some light on this issue? Is M&M completely abandoning the website and everything will have to be handled by phone from now on?

Hello whiskey_sk,

I can confirm that there have been problems ocurring on the Miles & More website, for instance when customers are trying to access their bookings online via the booking overview in order to edit them.
My colleagues are currently working on this issue and apologize for the inconvenience caused. Regards, Maria

Concerto Apr 18, 17 7:47 am

Dear Lurkers, could you PLEASE restore the Miles & More website to what it was before, i.e. something that could be used with relative efficiency to research flights and actually make a booking. The website as it is now sucks all the way to hell, there's really no other way to describe it. Why, but why, change something that worked perfectly well until now???

MichielR Apr 18, 17 9:04 am


Originally Posted by LufthansaGermanAirlines (Post 28194907)
Hello whiskey_sk,

I can confirm that there have been problems ocurring on the Miles & More website, for instance when customers are trying to access their bookings online via the booking overview in order to edit them.
My colleagues are currently working on this issue and apologize for the inconvenience caused. Regards, Maria

If these are the same colleagues who built the new site, or those who have been working on the flight statistics since December, then I have little trust. Sorry for being so negative but whoever it was managed to screw up a functional and working site completely.

No more seat reservations, award bookings completely impossible, simple things such as looking up a booking take about 10 steps, etc. On the other hand, the site now tells me that I will have another Status Star in Feb 2020. Great...

fra_muc Apr 22, 17 5:41 am

Upgrade by a Senator Premium Award
 
Dear Lurkers -

I was trying to upgrade from Premium Economy to a Business class using a eVoucher. When that did not clear after four weeks, I did contact the call center and wanted to book a Senator Premium Award.

When the miles & more website sates that "the Senator Premium Award allows you, to book any seat still for sale, one to six months prior to departure", this also did not go through. The agent could not tell me why - or whether this would be possible on one of the flights the following day. Comment "I read in the handbook, it should, but I cannot do anything, the system denies the booking".

And of course, I do not even get a record of the conversation, I am afraid that when I call next time they are goiing to tell me that the "one month prior to departure".

So, I am sitting on 3,8 million miles; plus eVouchers (plus, a few years back LH cancelled 12 eVouchers, given they were equally useless and never got me any upgrade).

Is there just about anyone in LH or MM who can tell me if and how I could upgrade?

Thank you.


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