Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
Mar 14, 2017, 12:48 am
#1531
Join Date: Aug 2016
Location: Germany
Programs: Miles and More, IHG,Hilton Honors
Posts: 116
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.
Mar 14, 2017, 7:52 am
#1532
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
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
Mar 24, 2017, 12:50 pm
#1533
Join Date: Aug 2016
Location: Germany
Programs: Miles and More, IHG,Hilton Honors
Posts: 116
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!
Mar 27, 2017, 5:37 am
#1534
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
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!
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
Mar 27, 2017, 7:04 am
#1535
Join Date: Aug 2016
Location: Germany
Programs: Miles and More, IHG,Hilton Honors
Posts: 116
Thanks Vanessa, I alsoFRA airport also offers the same service. 
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
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
Apr 11, 2017, 5:56 am
#1537
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
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
Apr 12, 2017, 4:51 pm
#1539
Join Date: Sep 2004
Location: YVR
Programs: TK Elite Plus, IC Plat Ambassador, HH Diamond
Posts: 917
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.
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.
Apr 13, 2017, 7:43 am
#1540
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
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.
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
Apr 16, 2017, 1:10 pm
#1541
Join Date: Nov 2006
Location: BTS/VIE
Programs: LH MM**, HH Silver
Posts: 2,282
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?
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?
Apr 18, 2017, 5:36 am
#1542
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,256
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?
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?
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
Apr 18, 2017, 6:47 am
#1543
FlyerTalk Evangelist
Join Date: Feb 2002
Location: Montreux CH
Programs: FB Platinum, M&M FTL, BA Blue
Posts: 11,604
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???
Apr 18, 2017, 8:04 am
#1544
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,594
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
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
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...
Apr 22, 2017, 4:41 am
#1545
Join Date: Jan 2003
Location: TXL-FRA-MUC-LHR.
Programs: LH-SEN, BA-G, HH-Diamond, PC-Diamond, Marriot-G
Posts: 110
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.
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.
