Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
May 5, 2017, 6:33 am
#1561
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hello shady,
I'm sorry if you're still facing problems with the Miles & More homepage. We have already forwarded a lot of feedback regarding technical issues. In case you need any assistance with a booking, please feel free to call my colleagues of Miles & More directly and they will be able to assist you with your enquiry.
Jens
May 5, 2017, 8:15 am
#1562
Join Date: May 2003
Location: Eurozone
Programs: LH SEN, HH Gold
Posts: 3,002
Hello LH,
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
SEN should not have to check the booking every 5 days to find out if today is the day that it drops again for no conceivable reason.
Is this a known issue in general?
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
Seat reservations for HON Circle Members and Senators
Lufthansa HON Circle Members and Senators may reserve their seats in advance free of charge, regardless of their travel class. This excludes Light fare bookings in Economy Class on flights within Europe.
A fee will be charged for seat reservations with more legroom for HON Circle Members and Senators in Classic and Flex Economy Class on flights within Europe.
On intercontinental flights, seat reservations for Lufthansa HON Circle Members and Senators as well as up to 3 of their companions are free of charge in all travel classes and for all seats.
Conditions for seat reservations
The flight is operated by Lufthansa, Lufthansa Regional (Air Dolomiti, Lufthansa CityLine) or by Lufthansa Express Rail (DB).
The flight reservation is confirmed (no waiting list bookings).
The seat is reserved no later than 48 hours before departure.
Lufthansa HON Circle Members and Senators may reserve their seats in advance free of charge, regardless of their travel class. This excludes Light fare bookings in Economy Class on flights within Europe.
A fee will be charged for seat reservations with more legroom for HON Circle Members and Senators in Classic and Flex Economy Class on flights within Europe.
On intercontinental flights, seat reservations for Lufthansa HON Circle Members and Senators as well as up to 3 of their companions are free of charge in all travel classes and for all seats.
Conditions for seat reservations
The flight is operated by Lufthansa, Lufthansa Regional (Air Dolomiti, Lufthansa CityLine) or by Lufthansa Express Rail (DB).
The flight reservation is confirmed (no waiting list bookings).
The seat is reserved no later than 48 hours before departure.
Is this a known issue in general?
Last edited by Grog; May 5, 2017 at 8:34 am
May 5, 2017, 11:51 am
#1563
Join Date: Aug 2016
Location: Germany
Programs: Miles and More, IHG,Hilton Honors
Posts: 116
Hi! any chance of finding out what amenity kit is available on a Business class flight from Panama to Frankfurt in may, usually I have come to see that what is available in one region isnt available in another... the latin american / central american region usually get the cheapest of the cheapest if anything at all.
May 7, 2017, 7:40 am
#1564
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,642
Hi! any chance of finding out what amenity kit is available on a Business class flight from Panama to Frankfurt in may, usually I have come to see that what is available in one region isnt available in another... the latin american / central american region usually get the cheapest of the cheapest if anything at all.
May 8, 2017, 6:50 am
#1566
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hello LH,
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
SEN should not have to check the booking every 5 days to find out if today is the day that it drops again for no conceivable reason.
Is this a known issue in general?
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
SEN should not have to check the booking every 5 days to find out if today is the day that it drops again for no conceivable reason.
Is this a known issue in general?
I've forwarded your description to our Technical Support team to see if it's a known problem.
Vanessa
May 8, 2017, 6:50 am
#1567
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hi! any chance of finding out what amenity kit is available on a Business class flight from Panama to Frankfurt in may, usually I have come to see that what is available in one region isnt available in another... the latin american / central american region usually get the cheapest of the cheapest if anything at all.
I' m still waiting for the responsible department's reply. I'll let get back to you as soon as I know more.
Vanessa
May 8, 2017, 6:51 am
#1568
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Dear Vanessa,
I believe you may have missed my point. I don't consider this a "goodwill procedure". It's really disappointing that these reports about the "Senator Premium Award not being available even seats are available for sale" continue to surface even years after the Senator Premium Awards have been introduced. And now the "solution" to the problem seems to be to "change the wording" to create a larger "grey area" to hide behind.
My recommendation: either have clear conditions (like now) and follow them (not like now), or just forget about the Senator Premium Award since it causes disappointment and destroys trust.
HTB.
I believe you may have missed my point. I don't consider this a "goodwill procedure". It's really disappointing that these reports about the "Senator Premium Award not being available even seats are available for sale" continue to surface even years after the Senator Premium Awards have been introduced. And now the "solution" to the problem seems to be to "change the wording" to create a larger "grey area" to hide behind.
My recommendation: either have clear conditions (like now) and follow them (not like now), or just forget about the Senator Premium Award since it causes disappointment and destroys trust.
HTB.
Hi htb,
the German wording on Miles & More's website has now been adjusted, all other language versions will be changed as soon as possible.
Vanessa
May 8, 2017, 8:56 am
#1569
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hello LH,
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
SEN should not have to check the booking every 5 days to find out if today is the day that it drops again for no conceivable reason.
Is this a known issue in general?
I've called Miles and More / LH reservations 6 times now. The seat reservation for a SEN's companion on an intercontinental Lufthansa CityLine intercontinental flight keeps dropping out of the system about 4 or 5 days after making the seat reservation. I am not being informed, I am having to find out myself by repeatedly logging in and checking.
Neither Miles&More or LH reservations call center can explain why it's happening or how to prevent it. There is no change in equipment involved. Each time it drops there is, of course, a risk this seat will be taken instead by a different flyer.
This is a stated benefit which is not being fulfilled.
SEN should not have to check the booking every 5 days to find out if today is the day that it drops again for no conceivable reason.
Is this a known issue in general?
Hello Grog,
we received the feedback that the problem that you’re facing is not known yet. The best would be that you call our technical support (http://bit.ly/1RLQ4Vj) with more details (e.g. booking code) and they will have a look into it.
Jens
May 8, 2017, 1:57 pm
#1570
Join Date: May 2003
Location: Eurozone
Programs: LH SEN, HH Gold
Posts: 3,002
Hello Grog,
we received the feedback that the problem that you’re facing is not known yet. The best would be that you call our technical support (http://bit.ly/1RLQ4Vj) with more details (e.g. booking code) and they will have a look into it.
Jens
we received the feedback that the problem that you’re facing is not known yet. The best would be that you call our technical support (http://bit.ly/1RLQ4Vj) with more details (e.g. booking code) and they will have a look into it.
Jens
Although it makes me wonder why this issue wasn't elevated during one of the 5 previous calls.
FYI, possibly I overlooked it, but I see no telephone entries for technical support nor a way to drill out to technical support using that link. Google provided me this: https://www.lufthansa.com/online/myp...l=en&cid=18002
May 9, 2017, 9:04 am
#1571
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Thank you.
Although it makes me wonder why this issue wasn't elevated during one of the 5 previous calls.
FYI, possibly I overlooked it, but I see no telephone entries for technical support nor a way to drill out to technical support using that link. Google provided me this: https://www.lufthansa.com/online/myp...l=en&cid=18002
Although it makes me wonder why this issue wasn't elevated during one of the 5 previous calls.
FYI, possibly I overlooked it, but I see no telephone entries for technical support nor a way to drill out to technical support using that link. Google provided me this: https://www.lufthansa.com/online/myp...l=en&cid=18002
Hello Grog,
you will find the number for our Technical Support if you click on "Help with lufthansa.com"
(http://www.lufthansa.com/de/en/Help-...contacts-pane2).
Melek
May 9, 2017, 3:36 pm
#1572
Join Date: May 2003
Location: Eurozone
Programs: LH SEN, HH Gold
Posts: 3,002
Hello Grog,
you will find the number for our Technical Support if you click on "Help with lufthansa.com"
(http://www.lufthansa.com/de/en/Help-...contacts-pane2).
Melek
you will find the number for our Technical Support if you click on "Help with lufthansa.com"
(http://www.lufthansa.com/de/en/Help-...contacts-pane2).
Melek
The issue is the storage and dropping of seat reservations system-wide. Even if I never visited lufthansa.com (only making the seat reservation via telephone and then either calling in again or only using the LH app), the seat reservation would still be gone from the central system.
In any case, Tech Support could offer no insight, instructing me to keep an eye on my own seat reservation (so it's my job to do it?
) while the issue is elevated higher.But again, thank you for your effort.
May 14, 2017, 11:25 am
#1573
Join Date: May 2015
Location: ATL/MCO
Programs: Costco Executive, RaceTrac Sultan of Soda, Chick-fil-A Red
Posts: 5,665
Had to call the US call center and the hold music and ads are annoying. Every 10 seconds "We appreciate your patience, your call will be answered by the first available sales agent" That comes in in the middle of the ad with a slight pause making me think an agent is picking up...
Worst hold music...
Worst hold music...
May 15, 2017, 6:50 am
#1574
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Had to call the US call center and the hold music and ads are annoying. Every 10 seconds "We appreciate your patience, your call will be answered by the first available sales agent" That comes in in the middle of the ad with a slight pause making me think an agent is picking up...
Worst hold music...
Worst hold music...
Hi miamiflyer8,
thank you for your feedback. I will let the responsible department know that you don't like the music and ads.
Vanessa
May 15, 2017, 7:56 am
#1575
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Original Poster
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,187
Since we are on the topic, dear lurkers: M&M Mastercard (DKB in Passau?) still uses 'Symphony of Angels' by White Light in the original version as hold music. Its fun to listen to and reminds of calling LH GTS in the early 2000s to book tickets over the phone... which were later mailed to me on OTB paper 