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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)

CZBB Mar 6, 13 11:04 pm


Thank you for your recent correspondence which was forwarded to us by our Social Media Team.

We are sorry to learn of the baggage irregularity which you and your wife experienced and can only imagine the impact this had on this occasion. We can certainly understand your frustration with the delay in delivery. Please accept our apologies for the poor impression you received and the additional expense you incurred.

We would like to assist you with the expenses you incurred. Based on the information you provided, you may expect to receive our check for $390.79 within the next three weeks for your claim number xxxLHxxxxx.

Our staff at the Central Baggage Tracing department do their utmost to locate missing baggage as quickly as possible by means of a worldwide computerized search in the airline baggage tracing system. We realize that you did not experience a quick resolution in locating your missing baggage and that were not able to provide you with the service you rightfully expected from us. We certainly do not under-estimate the inconvenience passengers are caused in such circumstances and regret you felt your situation was not handled with due courtesy. While we would like to offer special consideration in cases such as yours, we are unable to honor the many requests that we receive from others in similar situations. Please realize complimentary travel vouchers are not possible in conjunction with baggage irregularities. I am truly sorry to disappoint you, as I am sure this is not the answer you expected.

Whether on the ground or in the air it is our intention to provide our customers with a travel experience that is comfortable, worry-free and enjoyable. In view of the circumstances and as a tangible gesture of our care and concern we have requested from Air Canada to deposit 5000 bonus miles to each of your Aeroplan mileage account.

Lufthansa makes every effort to provide the highest possible standard of service in all areas of our operations, and we would like to assure you your experience is not typical of the dependable service we normally provide. We hope you will draw on your positive experiences and view this incident as an isolated one and we look forward to welcoming you and your wife back onboard again.

Sincerely,

Sylvia
Customer Feedback North America

Lufthansa German Airlines
Austrian Airlines

Lufthansa German Airlines
Customer Feedback North America
1640 Hempstead Turnpike
East Meadow, NY 11554
USA
Tel.: 516 296-9650
Fax: 516 296-9838
email: [email protected]
Re: xxxxxxxxxxxx

Thank you for your email of Feb 19; but I'm afraid I continue to be disappointed with the customer service of Lufthansa.

In order to get any response from your company regarding my initial claim, it took an escalation via Flyertalk.com that was eventually responded to only via email. Sadly it did not address any of my initial questions to Lufthansa, and while Lufthansa may have agreed to cover our claimed expenses, it still does not address the situation of Lufthansa's customer service being not only negligent, but going as far as to actually lie, claiming to us and Celebrity Cruises that our luggage was re-routed on a specific flight, when Lufthansa had not done so.

While Lufthansa did offer 5,000 Aeroplan miles each as partial compensation, I find that rather insulting as each ticket cost 60,000 Aeroplan miles + fees. 5000 miles is the kind of compensation that is given if someone's in-flight entertainment does not function.

Further investigation while waiting for any response from Lufthansa, has uncovered the fact that a missing bag of more than 21 days (our second bag exceeded this threshold) is to be considered lost under the Montreal Convention, and compensation would be 1,131 Special Drawing Rights (approx CAD$1,750). I also understand that Lufthansa is a signatory to this agreement. For this reason, I am increasing my claim to include this additional right under the Montreal Convention.

Lastly, I am filing copies of this letter (as well as the original letter) with both the US Department of Transportation (as this is being handled out of your US office), and the Canadian Department of Transportation. I note that Lufthansa was recently sanctioned by the US DoT for failing to abide by the Montreal Convention, and that the fine was limited based on Lufthansa promising to not continue misleading or underpaying passengers as to their rights for compensation for mishandled luggage. I note that at no time has Lufthansa ever told me what my compensation should be.



CZBB
Burnaby, Canada

original: Lufthansa, East Meadow NJ
cc: Flyertalk
cc: US Department of Transportation
cc: Canadian Transportation Agency

docs available at http://www.snafu.ca/lufthansa

seat 1a Mar 7, 13 7:54 am


Originally Posted by LufthansaGermanAirlines (Post 20369752)
Hi seat1a,
I have send an email to HKG airport asking for the reason to cancel this service. I will get back to you as soon as I receive a reply.
Vanessa

Hi Vanessa
While you are at it , can you please also ask them , or wherever this is decided , why there is basically no PA service at all on departure , they now drop you when you enter security .

HKG has been one of the few airports where the PA pick up and delivery service is actually worth it , and IMHO a very valuable HON perk .

Should my conclusion be that in LH's effort to reduce HON's they will now also reduce service level for the remaining few who actually behave , fly and spend the money , just like LH likes.:mad:

As you can tell I am not a happy camper , but its always best:rolleyes: to get it of your chest just when it happens , your feet hurts your shirt is soaked and you have been dragging your carry on since you don't dare to check in as HON luggage always arrives last:D

LufthansaGermanAirlines Mar 8, 13 4:37 am


Originally Posted by seat 1a (Post 20376765)
Hi Vanessa
While you are at it , can you please also ask them , or wherever this is decided , why there is basically no PA service at all on departure , they now drop you when you enter security .

HKG has been one of the few airports where the PA pick up and delivery service is actually worth it , and IMHO a very valuable HON perk .

Should my conclusion be that in LH's effort to reduce HON's they will now also reduce service level for the remaining few who actually behave , fly and spend the money , just like LH likes.:mad:

As you can tell I am not a happy camper , but its always best:rolleyes: to get it of your chest just when it happens , your feet hurts your shirt is soaked and you have been dragging your carry on since you don't dare to check in as HON luggage always arrives last:D

Hi seat 1a,

in February 2013 the PA service was changed in HKG to be in line with the new service for First Class passengers. Since then the number of customers my colleagues need to look after increased by 400%. Unfortunately the service provider that managed the buggy service wasn’t able to handle those, so the service was terminated.
HKG Station is now in negotiation with the provider to offer the buggy service for departure in HKG and is hoping that this can be introduced in the near future. Once that is implemented, I hope you’ll be happier with the departure service again!
If you would like to be escorted from Check-In to the lounge, please inform the Check-In staff and they will organise this for you.
I’ve forwarded your feedback about the HON service to HKG, so maybe they can also look into the luggage situation.

Vanessa

seat 1a Mar 8, 13 4:51 am


Originally Posted by LufthansaGermanAirlines (Post 20382260)
Hi seat 1a,

in February 2013 the PA service was changed in HKG to be in line with the new service for First Class passengers. Since then the number of customers my colleagues need to look after increased by 400%. Unfortunately the service provider that managed the buggy service wasn’t able to handle those, so the service was terminated.

Vanessa

Now it happens to be so that I am both a HON and an F passenger , and apparently neither gets the buggy .
My conclusion is that LH made a conscious decision to discontinue the buggy service for HON's , period.
My hope had been that once the elimination of " cheapo " HONs was done , LH would make sure to provide an even better HON service to the remaining high paying ones , but apparently I was completely wrong .

Also IMHO buggy is important for arrival , less so for departure .

LufthansaGermanAirlines Mar 8, 13 5:42 am


Originally Posted by htb (Post 20334035)
I believe the guarantee given is stated as "...as long as there are still the required amount of seats for sale in the class of service that you require (Economy or Business Class)..."

This should mean: if I can buy 4 seats, I can get 4 award seats.

What you seem to imply in your answer is that it's not important how many seats are still being marketed, but how many seats are physically available. So a HON would not get his waitlist confirmed if 60 out of 60 business class seats are sold, even though LH may still be selling 4 business class tickets.

Can you confirm that I have interpreted your answer correctly?

HTB.

Dear HTB,

I cannot fully agree with your conclusion. As Vanessa stated the confirmation is not only depending on load capacities, but also on flights being excluded due to special situations (e.g. fairs, exhibitions, holidays causing critical booking situations). Therefore the decision will always be subject to the individual situation. I do understand that this is not entirely satisfying, but please let me assure you, that my HON Circle Service colleagues will do their utmost to find a solution in every single case.

Best regards,

Maria

verve Mar 8, 13 5:44 am

Based on recent experience I assume LH made a decision to de-prioritize HON vs F passengers. IAD check-in recently told me that they HAVE to escort F passengers but that they only escort HON's on REQUEST.
LH-team, it would be good to get some clarity on what services you provide for your HON members and what not. Flying mostly LX I'm glad that they still stick to the original services like escorts, fast tracks, buggies and the like.

maxvor Mar 9, 13 2:03 pm

Dear lurkers,

After flying two weeks ago I submitted a complaint about damaged luggage and got an automated reply as below


Dear Mr XXXX,

Thank you for contacting Lufthansa German Airlines.

We have registered your request under Feedback ID 21867980 and have forwarded it to the corresponding department for further handling.

If you would like to send us further information regarding your query, we kindly ask you to quote the Feedback ID as stated above.
Currently, we are facing an exceptionally high amount of enquiries. Consequently, handling your case may take more time than usual. Please accept our sincere apologies for any inconvenience caused.

We ask for your understanding that we are unable to provide you with an update on the status of your feedback and kindly request your patience in awaiting our response.

Please be advised that if you have contacted us regarding a ticket refund, we will forward your request immediately to our refund department. Our colleagues will arrange the corresponding refund handling. As a result of an increased volume of refund requests, we hope for your understanding that the refund process may take longer than normal.

You may find answers to frequently asked questions on our website www.lufthansa.com within the section “Help & Contact“.

Yours sincerely,

Lufthansa German Airlines
Customer Feedback
Does Lufthansa have any restrictions on reaction time for complaints? It's just ridiculous to ask a passenger to submit a complaint about damaged luggage within 1 week after flying if damage is discovered at home, and then make him wait for 2 weeks for any live, non-automated response (I'm pretty sure it can last longer, if not proactively tackled).

LufthansaGermanAirlines Mar 11, 13 6:43 am


Originally Posted by verve (Post 20382425)
Based on recent experience I assume LH made a decision to de-prioritize HON vs F passengers. IAD check-in recently told me that they HAVE to escort F passengers but that they only escort HON's on REQUEST.
LH-team, it would be good to get some clarity on what services you provide for your HON members and what not. Flying mostly LX I'm glad that they still stick to the original services like escorts, fast tracks, buggies and the like.

Dear verve,

I will double check the issue regarding escort for HON's and let you know as soon as I know more. Fatime

LufthansaGermanAirlines Mar 11, 13 6:49 am


Originally Posted by maxvor (Post 20390781)
Dear lurkers,

After flying two weeks ago I submitted a complaint about damaged luggage and got an automated reply as below



Does Lufthansa have any restrictions on reaction time for complaints? It's just ridiculous to ask a passenger to submit a complaint about damaged luggage within 1 week after flying if damage is discovered at home, and then make him wait for 2 weeks for any live, non-automated response (I'm pretty sure it can last longer, if not proactively tackled).

Dear maxvor,

I just contacted Customer Relations who informed me that the handling of your request has been finalized and that they informed you about their decision via email just today.

Kind regards, Maria

athome Mar 11, 13 8:05 am

Dear Lurker,

I remarked that LH has changed a lot of intra-European fare rules last week. Since 2-Mar all fares are exclusively LH only. This means when taking a connecting flight and changing from an LH flight to a LX or OS flight (same company still) one automatically falls into the highest fare bucket (Y for Eco, J for C). I am doing a lot of these “LH Group” fares and these changes have a major financial impact to my business (previously approx. 1100 Euros in D, now 6050 Euros in J). If this way forward is confirmed by LH, I would be forced to look for other alternatives and LH Group will most likely lose the whole business.
In addition I believe the fare rules and route details are somehow contradictory, as the fare rules mention that
THE FARE COMPONENT MUST NOT BE ON
ONE OR MORE OF THE FOLLOWING
ANY LH FLIGHT OPERATED BY TK.
AND
THE FARE COMPONENT MUST BE ON
ONE OR MORE OF THE FOLLOWING
ANY A3 FLIGHT OPERATED BY A3

ANY LH FLIGHT
ANY LO FLIGHT OPERATED BY LO
ANY LX FLIGHT OPERATED BY LX
ANY OS FLIGHT OPERATED BY OS
ANY OS FLIGHT OPERATED BY VO

ANY SK FLIGHT OPERATED BY KF.

But the routing details mention:
PUBLISHED RTG XXX-LHR/LH2555/TAR-EURG EF-02MAR13 DIS-INDEF
/WITHIN THE EASTERN HEMISPHERE/
1. XXX-LH-ZRH/VIE/MUC/HAM/FRA/DUS/BER-LH-ZRH/VIE/MUC/HAM/FRA/
DUS/BER-LH-LHR

Which one is the binding one? Or does always count the most stringent part?
How to fly ZRH-LHR on LH, as there is not codeshare between LH and LX today?

In the past this was not necessary, as the fare was (and still is??) valid on LX also.

Kind regards,

athome

maxvor Mar 11, 13 2:07 pm

Dear Maria,

Thank you for your answer! I should inform you though, that I haven't received any answer in my mailbox. And of course it cannot be incorrect e-mail address, since I received all the automated notification right away.


Originally Posted by LufthansaGermanAirlines (Post 20399130)
Dear maxvor,

I just contacted Customer Relations who informed me that the handling of your request has been finalized and that they informed you about their decision via email just today.

Kind regards, Maria


LufthansaGermanAirlines Mar 12, 13 6:20 am


Originally Posted by danielos (Post 20332986)
I'm sorry if this issue was already covered in a previous post.

In any case, the question is why does Lufthansa charges a fuel surcharge on flights which originally do not require a fuel surcharge?

For example, if I issue a ticket on United Airlines flight using United Airlines Miles through the UA site, I'm not charged with Fuel Surcharge.

If I try to book exactly the same UA fligth, using LH Miles through LH site, I'm charged with the Fuel Surcharge. Exactly the same flight.

Now, this get's more ridiculous: if I book a LH flight, using LH Milies through LH site, I'm charged with the Fuel Surcharge.

If I book exactly the same flight, but exactly the same LH flight, with UA miles, through UA site, I'm not charged with the Fuel Surcharge

What I like about Miles and More, is that when I wrote to complain, I got the following reply:

We are pleased at your interest in our wide range of attractive awards. If you wish to fly one way, you need only invest 50% of the miles calculated for a regular round-trip award. To redeem a one way award ticket on the route New York - Tel Aviv you need to spend 50,000 miles in the Economy Class or 92,000 miles in the Business Class.

I found it quite derogatory and conceited, that I send a mail to complain, and I recieve a "we are pleased at your interest...."

Regretfully, I do have to fly Star Alliance. I don't put my miles in LH anymore, as I get killed with the fuel surcharge, so I have like 250K miles, and never use them.

Would love to get a logic explanation to this ridiculous policy, specially towards your loyal senator customers.

Dear Danielos,

today I received an answer from my colleagues at Miles & More.

The fuel surcharge is based on current crude oil prices. Various factors are involved in the calculation of the fuel surcharge which ultimately defines the amount. For example, the oil price and its development on the various worldwide markets as well as currency fluctuation.

The difference in tax of two different airlines - despite the fact that the travelled route is identical - is calculated for fiscal reasons. The tax amount payable is always dependent on the operating airlines home country. In line with this, market specific features play a role which we in turn cannot influence.

The miles, taxes and charges are established by each airline individually. We are not familiar with the procedures implemented within other Frequent Flyer Programmes with regard to determining the mileage amount, taxes and surcharges. Hence, we are unable to comment on these. Most Frequent Flyer Programmes orientate and position themselves in the competetive environment relevant to them. Subsequently, distinct differences also exist with regard to the taxes and charges raised within the Star Alliance Network.

I hope this can shed some light on the matter.

Kind regards, Maria

LufthansaGermanAirlines Mar 12, 13 6:57 am


Originally Posted by maxvor (Post 20401649)
Dear Maria,

Thank you for your answer! I should inform you though, that I haven't received any answer in my mailbox. And of course it cannot be incorrect e-mail address, since I received all the automated notification right away.

Dear maxvor,

to eliminate the possibilty that your email address was saved incorrectly, I would like to request that you please forward this to us via direct message.
The background of this is that the automated email you get is sent to you through an automated process, whereas the email from Customer Relations is manually inserted by a colleague, so there is a chance that there might be a misspelling - errare humanum est.

Regards, Maria

LufthansaGermanAirlines Mar 12, 13 7:00 am


Originally Posted by athome (Post 20399482)
Dear Lurker,

I remarked that LH has changed a lot of intra-European fare rules last week. Since 2-Mar all fares are exclusively LH only. This means when taking a connecting flight and changing from an LH flight to a LX or OS flight (same company still) one automatically falls into the highest fare bucket (Y for Eco, J for C). I am doing a lot of these “LH Group” fares and these changes have a major financial impact to my business (previously approx. 1100 Euros in D, now 6050 Euros in J). If this way forward is confirmed by LH, I would be forced to look for other alternatives and LH Group will most likely lose the whole business.
In addition I believe the fare rules and route details are somehow contradictory, as the fare rules mention that
THE FARE COMPONENT MUST NOT BE ON
ONE OR MORE OF THE FOLLOWING
ANY LH FLIGHT OPERATED BY TK.
AND
THE FARE COMPONENT MUST BE ON
ONE OR MORE OF THE FOLLOWING
ANY A3 FLIGHT OPERATED BY A3

ANY LH FLIGHT
ANY LO FLIGHT OPERATED BY LO
ANY LX FLIGHT OPERATED BY LX
ANY OS FLIGHT OPERATED BY OS
ANY OS FLIGHT OPERATED BY VO

ANY SK FLIGHT OPERATED BY KF.

But the routing details mention:
PUBLISHED RTG XXX-LHR/LH2555/TAR-EURG EF-02MAR13 DIS-INDEF
/WITHIN THE EASTERN HEMISPHERE/
1. XXX-LH-ZRH/VIE/MUC/HAM/FRA/DUS/BER-LH-ZRH/VIE/MUC/HAM/FRA/
DUS/BER-LH-LHR

Which one is the binding one? Or does always count the most stringent part?
How to fly ZRH-LHR on LH, as there is not codeshare between LH and LX today?

In the past this was not necessary, as the fare was (and still is??) valid on LX also.

Kind regards,

athome

Dear athome,

have you already tried to contact your service team regarding this matter? :)

However, in case you have a specific booking in mind, it would be best if you send us - via direct message - the respective booking code and my colleagues could have a look at this specific case.

Regards, Maria

econprof Mar 13, 13 3:13 am


Originally Posted by LufthansaGermanAirlines (Post 20405359)
Dear Danielos,

today I received an answer from my colleagues at Miles & More.

The fuel surcharge is based on current crude oil prices. Various factors are involved in the calculation of the fuel surcharge which ultimately defines the amount. For example, the oil price and its development on the various worldwide markets as well as currency fluctuation.

The difference in tax of two different airlines - despite the fact that the travelled route is identical - is calculated for fiscal reasons. The tax amount payable is always dependent on the operating airlines home country. In line with this, market specific features play a role which we in turn cannot influence.

The miles, taxes and charges are established by each airline individually. We are not familiar with the procedures implemented within other Frequent Flyer Programmes with regard to determining the mileage amount, taxes and surcharges. Hence, we are unable to comment on these. Most Frequent Flyer Programmes orientate and position themselves in the competetive environment relevant to them. Subsequently, distinct differences also exist with regard to the taxes and charges raised within the Star Alliance Network.

I hope this can shed some light on the matter.

Kind regards, Maria

[Boldface mine above]


In other words, LH feels it has a captive market in Germany and so they'll charge whatever they damn well please for "fuel."

I've been a US-Based Senator for 6 years now, and will almost surely renew for another two years. But relative to other airlines on which it would be *easier* to earn *G status, the fuel surcharges on LH are utterly absurd and I will think long and hard about accruing on LH in the future. And I am surely not alone. Please share this with your colleagues.

LufthansaGermanAirlines Mar 13, 13 6:19 am


Originally Posted by econprof (Post 20410849)
[Boldface mine above]


In other words, LH feels it has a captive market in Germany and so they'll charge whatever they damn well please for "fuel."

I've been a US-Based Senator for 6 years now, and will almost surely renew for another two years. But relative to other airlines on which it would be *easier* to earn *G status, the fuel surcharges on LH are utterly absurd and I will think long and hard about accruing on LH in the future. And I am surely not alone. Please share this with your colleagues.

Hello econprof,

thank you for your comments which I will forward as feedback to
my colleagues.

Regards, Maria

htb Mar 14, 13 10:45 am


Originally Posted by LufthansaGermanAirlines (Post 20382421)
Dear HTB,

I cannot fully agree with your conclusion. As Vanessa stated the confirmation is not only depending on load capacities, but also on flights being excluded due to special situations (e.g. fairs, exhibitions, holidays causing critical booking situations). Therefore the decision will always be subject to the individual situation. I do understand that this is not entirely satisfying, but please let me assure you, that my HON Circle Service colleagues will do their utmost to find a solution in every single case.

I would again like to point you to your own published rules for this:


Best flight award availability: HON + 3 companions until 14 days before departure. Valid for Economy and Business Class as long as there are seats available (flights operated by LH, OS, LO, LX, SN)
It's really disappointing to learn that the published benefits and the internal handling of these benefits are highly contradictory. It could be so easy but...

HTB.

kenadams Mar 14, 13 11:03 am

We have to talk!
 
Dear Lufthansa,

we have to talk. We need some relationship counseling here, because I don't recognize you anymore.

The one thing I have always loved about Lufthansa has been the formidable attention given to high status passengers when they experience flight disruptions: my expectations have always been met, and usually exceeded, during delays and cancellations. Above and beyond has usually been LH's standard of customer care when I have been affected by a flight irregularity.

For the first time I have found myself in unfamiliar territory two days ago in Dubai: my March 13th DXB-FRA flight (part of a DXB-FRA-JFK itinerary) was cancelled. I received an SMS several hours ahead of the flight advising me of the cancellation so I immediately called customer service in the US. I was not alarmed, as I trusted that a very reasonable solution to the problem would be found. I was quite puzzled and extremely frustrated by the sequence of events that followed:
1. The agent responded in the negative to my request to be rebooked either DXB-ZRH-JFK or DXB-VIE-JFK - both combinations would have caused virtually no delay for me. I was advised that the weather issues would affect those flights as well, and that I would have to wait for the next day. I had no way at the time to verify such information.
2. I was offered DXB-FRA-JFK for the next day, essentially postponing the flight a full 24 hours.
3. I asked whether any other airline had flights before a full 24 hours had passed: I was told no options were available on Turkish Airways, and that Lufthansa had no agreements to endorse tickets over to Emirates. To my mention of the existence of a EU passenger bill of rights, and the fact that I have in the past been appropriately rebooked via non Star Alliance airlines when it was fair to do so, the agent responded dismissing my query.
4. I asked whether it would be possible to catch the 8.30am service to MUC, and the agent said I would still then have to fly to FRA (DXB-MUC-FRA-JFK), rendering the change useless.
5. I asked whether I could fly DXB-MUC-EWR and the agent turned the request down saying that reroutings are not permitted. This seemed inconsistent: I have been rerouted to EWR instead of JFK by LH before. LH refers to both airports as New York in timetables and on its website.
6. It appeared that booking DXB-MUC-EWR would be my only alternative to secure a flight on the 13th of March and not have to postpone by a whole day, so I accepted to pay - yes, to pay to rebook a cancelled flight! The charge was small, less than $10, but against European Union laws. Reservation was confirmed and I received an email with my new itinerary.
7. I then requested a hotel room to spend the night and was turned down.
8. Later that night I went to the airport, and asked again for a hotel room: I didn't expect any problems, and was surprised, even outraged, to hear Lufthansa's agent (in an LH uniform) say that it is LH's policy NOT to provide hotel rooms if a cancellation is caused by weather problems. Again, a failure of EU laws and an inconsistency with any past experience of mine.
9. I proceeded to make my own sleeping arrangements. When I got to the hotel I tried to check in online. The site redirected me to Swiss International Airlines claiming I should check in with them. Puzzled, I looked up the reservation number and found that my itinerary had been changed again: DXB-ZRH-EWR, with - thank you very much - an eleven hour connection in Zurich, and an arrival time into Newark two hours later than my previously confirmed DXB-MUC-EWR itinerary.
10. It was already too late to reach the airport for check-in anyway, so I called again and got reinstated onto the DXB-MUC-EWR itinerary.

I will send LH the hotel bill and I am sure it will be settled, and the rebooking charge I paid will certainly be reversed. My public question to you is: how does something like this happen? Why are telephone agents in the US and ground agents in DUB not aware of European Union regulations and passenger rights? Why was I denied a DXB-ZRH-JFK rerouting when I first called, only to find myself booked onto a DXB-ZRH-EWR that I did not ask for after other arrangements had already been made? Why did I hear from just about every LH person I spoke to, that the right to care is not applicable if a cancellation is caused by weather?
Lufthansa, who are you? Are you trying to break up with me?

LufthansaGermanAirlines Mar 15, 13 6:13 am


Originally Posted by verve (Post 20382425)
Based on recent experience I assume LH made a decision to de-prioritize HON vs F passengers. IAD check-in recently told me that they HAVE to escort F passengers but that they only escort HON's on REQUEST.
LH-team, it would be good to get some clarity on what services you provide for your HON members and what not. Flying mostly LX I'm glad that they still stick to the original services like escorts, fast tracks, buggies and the like.


Dear verve,

we just received a reply from our colleagues.

At all Stations outside of Europe the following services for Hon Circle Members will be offered:

1. Upon departure: the HON Circle customer is welcomed by the personal assistant who will handle the check-in procedure, escort the customer through any security checks and passport controls, (in the quickest possible manner) and will ensure that the customer is able to access the lounge. Upon request, the customer can be picked up from the lounge prior to departure to be taken to the gate.
2. At their destination: the HON Circle customer is greeted by the personal assistant. They will accompany the customer through security checks, passport controls and customs to the baggage claim area. In case of any baggage issues, the personal assistant will look to see the issue resolved quickly at the "Lost & Found".
3. While in transfer HON Circle Members will be informed about connecting gates, lounges as well as further airport facilities.

A HON Circle customer who does not wish for any personal assistance will have to cancel this.

I hope this shed some light into the darkness... ;-)

Best
Stefanie

LufthansaGermanAirlines Mar 15, 13 6:17 am


Originally Posted by kenadams (Post 20418931)
Dear Lufthansa,

we have to talk. We need some relationship counseling here, because I don't recognize you anymore.

The one thing I have always loved about Lufthansa has been the formidable attention given to high status passengers when they experience flight disruptions: my expectations have always been met, and usually exceeded, during delays and cancellations. Above and beyond has usually been LH's standard of customer care when I have been affected by a flight irregularity.

For the first time I have found myself in unfamiliar territory two days ago in Dubai: my March 13th DXB-FRA flight (part of a DXB-FRA-JFK itinerary) was cancelled. I received an SMS several hours ahead of the flight advising me of the cancellation so I immediately called customer service in the US. I was not alarmed, as I trusted that a very reasonable solution to the problem would be found. I was quite puzzled and extremely frustrated by the sequence of events that followed:
1. The agent responded in the negative to my request to be rebooked either DXB-ZRH-JFK or DXB-VIE-JFK - both combinations would have caused virtually no delay for me. I was advised that the weather issues would affect those flights as well, and that I would have to wait for the next day. I had no way at the time to verify such information.
2. I was offered DXB-FRA-JFK for the next day, essentially postponing the flight a full 24 hours.
3. I asked whether any other airline had flights before a full 24 hours had passed: I was told no options were available on Turkish Airways, and that Lufthansa had no agreements to endorse tickets over to Emirates. To my mention of the existence of a EU passenger bill of rights, and the fact that I have in the past been appropriately rebooked via non Star Alliance airlines when it was fair to do so, the agent responded dismissing my query.
4. I asked whether it would be possible to catch the 8.30am service to MUC, and the agent said I would still then have to fly to FRA (DXB-MUC-FRA-JFK), rendering the change useless.
5. I asked whether I could fly DXB-MUC-EWR and the agent turned the request down saying that reroutings are not permitted. This seemed inconsistent: I have been rerouted to EWR instead of JFK by LH before. LH refers to both airports as New York in timetables and on its website.
6. It appeared that booking DXB-MUC-EWR would be my only alternative to secure a flight on the 13th of March and not have to postpone by a whole day, so I accepted to pay - yes, to pay to rebook a cancelled flight! The charge was small, less than $10, but against European Union laws. Reservation was confirmed and I received an email with my new itinerary.
7. I then requested a hotel room to spend the night and was turned down.
8. Later that night I went to the airport, and asked again for a hotel room: I didn't expect any problems, and was surprised, even outraged, to hear Lufthansa's agent (in an LH uniform) say that it is LH's policy NOT to provide hotel rooms if a cancellation is caused by weather problems. Again, a failure of EU laws and an inconsistency with any past experience of mine.
9. I proceeded to make my own sleeping arrangements. When I got to the hotel I tried to check in online. The site redirected me to Swiss International Airlines claiming I should check in with them. Puzzled, I looked up the reservation number and found that my itinerary had been changed again: DXB-ZRH-EWR, with - thank you very much - an eleven hour connection in Zurich, and an arrival time into Newark two hours later than my previously confirmed DXB-MUC-EWR itinerary.
10. It was already too late to reach the airport for check-in anyway, so I called again and got reinstated onto the DXB-MUC-EWR itinerary.

I will send LH the hotel bill and I am sure it will be settled, and the rebooking charge I paid will certainly be reversed. My public question to you is: how does something like this happen? Why are telephone agents in the US and ground agents in DUB not aware of European Union regulations and passenger rights? Why was I denied a DXB-ZRH-JFK rerouting when I first called, only to find myself booked onto a DXB-ZRH-EWR that I did not ask for after other arrangements had already been made? Why did I hear from just about every LH person I spoke to, that the right to care is not applicable if a cancellation is caused by weather?
Lufthansa, who are you? Are you trying to break up with me?


Dear kenadams,

I am truly sorry to hear about what happened. Let me assure you that it is not my intention to break up with you. It is actually quite the opposite. As you said: we had a wonderful relationship in the past and I am hoping we can recover from this incident and restore what we had...

Yours,
Lufthansa
(Stefanie)

PS: Would you kindly send your feedback via http://f.lh.com/r1Qy or http://f.lh.com/qVp6 ? Thank you.

verve Mar 15, 13 7:02 am


Originally Posted by LufthansaGermanAirlines (Post 20423385)
Dear verve,

we just received a reply from our colleagues.

At all Stations outside of Europe the following services for Hon Circle Members will be offered:

1. Upon departure: the HON Circle customer is welcomed by the personal assistant who will handle the check-in procedure, escort the customer through any security checks and passport controls, (in the quickest possible manner) and will ensure that the customer is able to access the lounge. Upon request, the customer can be picked up from the lounge prior to departure to be taken to the gate.
2. At their destination: the HON Circle customer is greeted by the personal assistant. They will accompany the customer through security checks, passport controls and customs to the baggage claim area. In case of any baggage issues, the personal assistant will look to see the issue resolved quickly at the "Lost & Found".
3. While in transfer HON Circle Members will be informed about connecting gates, lounges as well as further airport facilities.

A HON Circle customer who does not wish for any personal assistance will have to cancel this.

I hope this shed some light into the darkness... ;-)

Best
Stefanie

Dear Stefanie,
many thanks for clarifying the official policy - I have to say this is not in line with my experiences in many US stations. It might be useful feedback for you to poll first hand insights from other HON Circle members since it seems not all your stations (and I guess outsourced service providers) stick to this SLA. I can clearly say that for example IAD or DTW don't offer what you describe above.
Take care
Verve

kasi Mar 15, 13 11:56 am

add CLT. They do not comply with the mentioned departure services.

TRAVELSIG Mar 18, 13 5:06 am


Originally Posted by kasi (Post 20425226)
add CLT. They do not comply with the mentioned departure services.

Airports not complying with this service consistently outside of EU that I am familiar with:
MIA
CLT
YVR
SFO
HKG
PVG

LufthansaGermanAirlines Mar 19, 13 5:10 am


Originally Posted by verve (Post 20423573)
Dear Stefanie,
many thanks for clarifying the official policy - I have to say this is not in line with my experiences in many US stations. It might be useful feedback for you to poll first hand insights from other HON Circle members since it seems not all your stations (and I guess outsourced service providers) stick to this SLA. I can clearly say that for example IAD or DTW don't offer what you describe above.
Take care
Verve

Dear verve,

thank you for your feedback. I will make sure to forward your comments to my colleagues.

Regards, Maria

LufthansaGermanAirlines Mar 19, 13 5:12 am


Originally Posted by TRAVELSIG (Post 20438907)
Airports not complying with this service consistently outside of EU that I am familiar with:
MIA
CLT
YVR
SFO
HKG
PVG

Dear Travelsig,

I forwarded your comments- along with verve´s feedback- to my colleagues at the respective department.

Best. Maria

mamb0 Mar 21, 13 6:26 pm

Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
 
In Hon Circle departure procedure I would like to know how one is greeted by a PA _before_ checking in. Other than TLV where I was given a number to announce my arrival, and the FCT I never am greeted by a PA. Only after checking in I might be lucky being asked whether I want to be escorted to the lounge/gate. Do not get me wrong, I am not complaining. I am just pointing out that the described procedure reads nice in print. But differs from my experience.

LufthansaGermanAirlines Mar 22, 13 6:17 am

Dear mamb0,

thanks for your feedback. I will of course forward this to my colleagues at the responsible department.

Enjoy your weekend
Stefanie



Originally Posted by mamb0 (Post 20460630)
In Hon Circle departure procedure I would like to know how one is greeted by a PA _before_ checking in. Other than TLV where I was given a number to announce my arrival, and the FCT I never am greeted by a PA. Only after checking in I might be lucky being asked whether I want to be escorted to the lounge/gate. Do not get me wrong, I am not complaining. I am just pointing out that the described procedure reads nice in print. But differs from my experience.


seat 1a Mar 22, 13 12:09 pm


Originally Posted by seat 1a (Post 20382289)
My hope had been that once the elimination of " cheapo " HONs was done , LH would make sure to provide an even better HON service to the remaining high paying ones , but apparently I was completely wrong .

Vanessa, was I wrong ?

HKG1111 Mar 23, 13 7:43 am


Originally Posted by TRAVELSIG (Post 20438907)
Airports not complying with this service consistently outside of EU that I am familiar with:
MIA
CLT
YVR
SFO
HKG
PVG

last week ORD nothing on departure; arrival somebody was there but hence no fast track no point of having somebody to walk next to you in my view

maxvor Mar 24, 13 1:30 pm

Dear Lufthansa,
There is definitely something terribly wrong about your complaint handling processes. After my previous inquiry a few pages back and resubmitting my contact details nothing really happened. I've also called THE ONLY phone number for LH customer service in the NL, just to be answered that this is not the phone for complaint tracking, and there is no way to do that via phone in NL in general. LH's web-site doesn't give any phone for such occasion in ANY country, even Germany, nor does it mention any rules and time frames for those. Having tried all the means (e-mail, phone, this forum) with no result I guess, I have the only option left to get a response to my issue - by contacting a national competent authority - Human Environment and Transport Inspectorate, just to make a complaint about my complaint. That's really sad taking into account me being loyal to LH despite all small shortcomings experienced previously. All good ends sooner or later, and maybe this is time to discover another preferred airline.

FlyinDutchman Mar 25, 13 3:36 am


Originally Posted by Terbang (Post 20151220)
Dear LH Lurker,

This morning I read in the Dutch Financial Times an advert of Emirates. You may know that Emirates is flying now for only a couple of years on Amsterdam while Lufthansa is already flying for ages on this city.
Emirates offers to its Dutch customers the internet payment possibility of iDEAL. This is THE common internet payment platform in Holland and it is costfree under all circumstances!!


With LH bookings I have to pay always a € 7,50 payment proccessing fee as one is obliged to use a Credit card or Pay Pal (was cost free in the past).
Please note that the debit cards offered on the LH internet site are not commonly used in The Netherlands.
Why cannot the LH group (LX,OS,SN) in Holland not offer us this customer friendly payment platform?? while a quality Airline like Emirates offers it now already. Apparently Emirates listen carefully to local customer wishes.

As I do not know which department/section at LH should deal with such an issue I forward it to you and hope to get a final answer in due course.


Originally Posted by LufthansaGermanAirlines (Post 20202494)
Dear Terbang,

my colleagues told me that they are already working on this and hope that there will be a launch as soon as possible.

Fatime

Dear all,

To follow up on the above: I just noticed that it is now possible to pay with iDEAL on LH.
See here on the LH site

LufthansaGermanAirlines Mar 25, 13 6:40 am

Dear verve, Travelsig and mamb0,

my colleagues would like to thank you for your feedback. They would also like to
add that this specific service - the HON Service on stations outside of Europe - is only granted on Lufhansa stations for HONs holding Lufthansa tickets.

Kind regards, Maria

LufthansaGermanAirlines Mar 25, 13 6:42 am


Originally Posted by maxvor (Post 20474744)
Dear Lufthansa,
There is definitely something terribly wrong about your complaint handling processes. After my previous inquiry a few pages back and resubmitting my contact details nothing really happened. I've also called THE ONLY phone number for LH customer service in the NL, just to be answered that this is not the phone for complaint tracking, and there is no way to do that via phone in NL in general. LH's web-site doesn't give any phone for such occasion in ANY country, even Germany, nor does it mention any rules and time frames for those. Having tried all the means (e-mail, phone, this forum) with no result I guess, I have the only option left to get a response to my issue - by contacting a national competent authority - Human Environment and Transport Inspectorate, just to make a complaint about my complaint. That's really sad taking into account me being loyal to LH despite all small shortcomings experienced previously. All good ends sooner or later, and maybe this is time to discover another preferred airline.

Dear maxvor,

the last time I contacted my colleagues at Customer Relations
they told me they were going to send you an email. Am i suggesting correctly
that you still have not received a reply from them? If this is the case, I will urge them to get back to you.

Maria

HKG1111 Mar 25, 13 8:20 am


Originally Posted by LufthansaGermanAirlines (Post 20478221)
Dear verve, Travelsig and mamb0,

my colleagues would like to thank you for your feedback. They would also like to
add that this specific service - the HON Service on stations outside of Europe - is only granted on Lufhansa stations for HONs holding Lufthansa tickets.

Kind regards, Maria

Dear Maria,
Thanks for stating the above, but looking at all the above comments, coimments in other posts here and in other forums and not to forget comments might not being posted, LH is currently failing to provide this HON arrival service in a constant quality manner which is advertised, promoted, etc. With all cases HONs bring up here it seems it is forwarded to the station to fix it. If you just take the HKG case, where the service provider can't handle the rule change to incl. the F-Class anymore. LH implements a rule and now you fix the problem instead of before having a proper agreement in place. Has LH may be taken this point up as a general issue?

Kind regards
HKG1111

P.S. Other airlines offer drivers from home to airport and not only from plane to baggage belt ;)

maxvor Mar 26, 13 1:26 am


Originally Posted by LufthansaGermanAirlines (Post 20478228)
Dear maxvor,

the last time I contacted my colleagues at Customer Relations
they told me they were going to send you an email. Am i suggesting correctly
that you still have not received a reply from them? If this is the case, I will urge them to get back to you.

Maria

Dear Maria,
Thanks for your quick reactions, I wish the rest of LH team were the same attentive to their customers. Yes, you've got it right - almost 1,5 months since the complaint and no ANY response except for automated receive notification (if it takes longer, I wouldn't mind getting at least "please be patient" message, I just want to see that something happens on the case at all).

Best regards,
Maksim.

kasi Mar 26, 13 5:14 am


Originally Posted by LufthansaGermanAirlines (Post 20478221)
Dear verve, Travelsig and mamb0,

my colleagues would like to thank you for your feedback. They would also like to
add that this specific service - the HON Service on stations outside of Europe - is only granted on Lufhansa stations for HONs holding Lufthansa tickets.

Kind regards, Maria

No more HON-services when flying with SWISS? I am shocked.

LufthansaGermanAirlines Mar 26, 13 7:05 am


Originally Posted by HKG1111 (Post 20478684)
Dear Maria,
Thanks for stating the above, but looking at all the above comments, coimments in other posts here and in other forums and not to forget comments might not being posted, LH is currently failing to provide this HON arrival service in a constant quality manner which is advertised, promoted, etc. With all cases HONs bring up here it seems it is forwarded to the station to fix it. If you just take the HKG case, where the service provider can't handle the rule change to incl. the F-Class anymore. LH implements a rule and now you fix the problem instead of before having a proper agreement in place. Has LH may be taken this point up as a general issue?

Kind regards
HKG1111

P.S. Other airlines offer drivers from home to airport and not only from plane to baggage belt ;)


Dear HKG1111,
let me assure you that we are monitoring all comments very closely. We have of course forwarded all feedbacks regarding the HON Services to the respective department.

Thanks again for bringing this to our attention.

Stefanie

LufthansaGermanAirlines Mar 26, 13 7:06 am


Originally Posted by maxvor (Post 20483626)
Dear Maria,
Thanks for your quick reactions, I wish the rest of LH team were the same attentive to their customers. Yes, you've got it right - almost 1,5 months since the complaint and no ANY response except for automated receive notification (if it takes longer, I wouldn't mind getting at least "please be patient" message, I just want to see that something happens on the case at all).

Best regards,
Maksim.

Hello maxvor,

I´m sorry that you have not heard from my colleagues so far. However, I just forwarded your matter - along with your new comment - once again to my colleagues urging them to get back to you.
Best. Maria

P.S. Have you already checked your spam folder for an email from LH?

maxvor Mar 26, 13 1:39 pm


Originally Posted by LufthansaGermanAirlines (Post 20484609)
Hello maxvor,

I´m sorry that you have not heard from my colleagues so far. However, I just forwarded your matter - along with your new comment - once again to my colleagues urging them to get back to you.
Best. Maria

P.S. Have you already checked your spam folder for an email from LH?

Hi Maria,

Sure I did, all the sex pills advertisement is there, but not any news from LH :D

LufthansaGermanAirlines Mar 28, 13 9:43 am

Dear Flyertalkers,

Happy Easter, everybody! Enjoy your Easter holdidays. We will be back next tuesday.

Best
Your LH-Team


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