Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
May 8, 2018, 7:02 am
#1816
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,637
May 8, 2018, 7:32 am
#1817
Join Date: Apr 2015
Location: DEN
Programs: MP, MM, HH Diamond
Posts: 32
May 9, 2018, 6:02 am
#1818
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
May 10, 2018, 2:31 am
#1819
Join Date: Oct 2009
Location: Asia
Programs: AY Gold (OWS), SK Gold (*A Gold), airBaltic VIP, Hilton Gold, PP
Posts: 377
LH withholding my money
Last month I had to cancel two LH business class flights ex-Africa right after booking. Both were cancelled within 24 hours from the booking and I immediately booked new flights instead of these. In both cases my European credit cards were charged in USD and I did receive a confirmation email from LH stating "your flights have been cancelled" etc.
Now several weeks have passed since the cancellation and the money has not been returned to my credit cards. LH website states that this should happen within 2-3 days for bookings in EUR and as soon as possible also for bookings in other currencies. Why on earth is LH withholding my money for several weeks? In order to wait for a more advantageous exchange rate for USD-EUR?
I did email the LH customer service (a bit difficult to call ex-Africa) and received only a "case number" for the second booking. Since then nothing has happened. This truly sucks!
Now several weeks have passed since the cancellation and the money has not been returned to my credit cards. LH website states that this should happen within 2-3 days for bookings in EUR and as soon as possible also for bookings in other currencies. Why on earth is LH withholding my money for several weeks? In order to wait for a more advantageous exchange rate for USD-EUR?
I did email the LH customer service (a bit difficult to call ex-Africa) and received only a "case number" for the second booking. Since then nothing has happened. This truly sucks!
Last edited by Justinus; May 10, 2018 at 2:50 am
May 11, 2018, 5:32 am
#1821
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
Last month I had to cancel two LH business class flights ex-Africa right after booking. Both were cancelled within 24 hours from the booking and I immediately booked new flights instead of these. In both cases my European credit cards were charged in USD and I did receive a confirmation email from LH stating "your flights have been cancelled" etc.
Now several weeks have passed since the cancellation and the money has not been returned to my credit cards. LH website states that this should happen within 2-3 days for bookings in EUR and as soon as possible also for bookings in other currencies. Why on earth is LH withholding my money for several weeks? In order to wait for a more advantageous exchange rate for USD-EUR?
I did email the LH customer service (a bit difficult to call ex-Africa) and received only a "case number" for the second booking. Since then nothing has happened. This truly sucks!
Now several weeks have passed since the cancellation and the money has not been returned to my credit cards. LH website states that this should happen within 2-3 days for bookings in EUR and as soon as possible also for bookings in other currencies. Why on earth is LH withholding my money for several weeks? In order to wait for a more advantageous exchange rate for USD-EUR?
I did email the LH customer service (a bit difficult to call ex-Africa) and received only a "case number" for the second booking. Since then nothing has happened. This truly sucks!
Hello Justinus,
I'm sorry that the refund takes so long. If you send us your booking codes as PM then I will get in touch with my colleagues in the Service Center for you and ask them to check the refund status.
By the way: I assume that you have emailed Customer Relations and received a feedback ID from them. They are not the correct contact in this situation as they only handle feedback about past flight experiences. That's why I recommend that you call our Service Center instead in similar situations. You can find here our worldwide contacts which also include phone numbers in Africa.
Jens
May 13, 2018, 11:18 am
#1822
Join Date: Jan 2003
Location: TXL-FRA-MUC-LHR.
Programs: LH-SEN, BA-G, HH-Diamond, PC-Diamond, Marriot-G
Posts: 110
Flight cancelled. Rebooked. Fewer premium miles.
In the past few weeks, LH cancelled serveral of my flights, the rebooked me.
What I have been noticing is that premium miles "switched back" to the old rules, presumably because there was "no price". attached to the news flight.
Given that the old rules equate to fewer miles, this is a bit like adding injury (bumped) to injury (fewer miles).
Is that a bug or a feature? (Sorry: searched, but did not find a post on this).
What I have been noticing is that premium miles "switched back" to the old rules, presumably because there was "no price". attached to the news flight.
Given that the old rules equate to fewer miles, this is a bit like adding injury (bumped) to injury (fewer miles).
Is that a bug or a feature? (Sorry: searched, but did not find a post on this).
May 14, 2018, 6:10 am
#1823
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
In the past few weeks, LH cancelled serveral of my flights, the rebooked me.
What I have been noticing is that premium miles "switched back" to the old rules, presumably because there was "no price". attached to the news flight.
Given that the old rules equate to fewer miles, this is a bit like adding injury (bumped) to injury (fewer miles).
Is that a bug or a feature? (Sorry: searched, but did not find a post on this).
What I have been noticing is that premium miles "switched back" to the old rules, presumably because there was "no price". attached to the news flight.
Given that the old rules equate to fewer miles, this is a bit like adding injury (bumped) to injury (fewer miles).
Is that a bug or a feature? (Sorry: searched, but did not find a post on this).
Hello fra_muc,
please contact my colleagues of Miles & More. They can check what has happened by checking all your details.
Jens
May 15, 2018, 9:34 am
#1824
Join Date: Aug 2014
Location: Munich, Germany
Programs: BA Silver, Lufthansa FTL, KrisFlyer Gold, HHonors Diamond
Posts: 81
I have been trying to get miles (and the vital flight segment) credited for a flight TRN-MUC two months ago. Miles & More e-mailed me around 6 weeks ago and asked me to send them my passenger receipts (husband is also missing the miles and flight segments) and boarding passes (mobile ones in this case, which I turned into a PDF). I have now forwarded these documents THREE times by e-mail and once using their online upload function. My husband called the hotline just over a week ago and was told someone would investigate and get back to us - and still NOTHING.
I strongly suspect there is some sort of issue with my mileage account (also because my flight MUC-MEX over a week ago has still not been credited to my M&M account - rather unusual), but I can't do anything until someone gets in touch with me.
I tried a Twitter complaint (this used to be the only way of getting British Airways to respond) and was just told to "contact Miles & More". How on earth do I get M&M to respond to me?
I'm really disappointed by how difficult this process is proving to be. It's hardly the most complicated issue. I switched to LH from BA two years ago in the hope of better service and I am a very loyal customer (more than 30 flight segments a year, a considerable proportion of them in Business Class, all of them paid for myself), so it's all the more frustrating to be ignored.
I strongly suspect there is some sort of issue with my mileage account (also because my flight MUC-MEX over a week ago has still not been credited to my M&M account - rather unusual), but I can't do anything until someone gets in touch with me.
I tried a Twitter complaint (this used to be the only way of getting British Airways to respond) and was just told to "contact Miles & More". How on earth do I get M&M to respond to me?
I'm really disappointed by how difficult this process is proving to be. It's hardly the most complicated issue. I switched to LH from BA two years ago in the hope of better service and I am a very loyal customer (more than 30 flight segments a year, a considerable proportion of them in Business Class, all of them paid for myself), so it's all the more frustrating to be ignored.
May 15, 2018, 11:02 pm
#1825
Join Date: Apr 2015
Location: DEN
Programs: MP, MM, HH Diamond
Posts: 32
May 16, 2018, 6:14 am
#1826
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
I have been trying to get miles (and the vital flight segment) credited for a flight TRN-MUC two months ago. Miles & More e-mailed me around 6 weeks ago and asked me to send them my passenger receipts (husband is also missing the miles and flight segments) and boarding passes (mobile ones in this case, which I turned into a PDF). I have now forwarded these documents THREE times by e-mail and once using their online upload function. My husband called the hotline just over a week ago and was told someone would investigate and get back to us - and still NOTHING.
I strongly suspect there is some sort of issue with my mileage account (also because my flight MUC-MEX over a week ago has still not been credited to my M&M account - rather unusual), but I can't do anything until someone gets in touch with me.
I tried a Twitter complaint (this used to be the only way of getting British Airways to respond) and was just told to "contact Miles & More". How on earth do I get M&M to respond to me?
I'm really disappointed by how difficult this process is proving to be. It's hardly the most complicated issue. I switched to LH from BA two years ago in the hope of better service and I am a very loyal customer (more than 30 flight segments a year, a considerable proportion of them in Business Class, all of them paid for myself), so it's all the more frustrating to be ignored.
I strongly suspect there is some sort of issue with my mileage account (also because my flight MUC-MEX over a week ago has still not been credited to my M&M account - rather unusual), but I can't do anything until someone gets in touch with me.
I tried a Twitter complaint (this used to be the only way of getting British Airways to respond) and was just told to "contact Miles & More". How on earth do I get M&M to respond to me?
I'm really disappointed by how difficult this process is proving to be. It's hardly the most complicated issue. I switched to LH from BA two years ago in the hope of better service and I am a very loyal customer (more than 30 flight segments a year, a considerable proportion of them in Business Class, all of them paid for myself), so it's all the more frustrating to be ignored.
Hello angelats,
I'm sorry to hear about the struggle with the mileage crediting. If you sent us via PM your details then I will get in touch with Miles & More for you.
Jens
May 16, 2018, 6:18 am
#1827
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
May 17, 2018, 2:28 am
#1829
Join Date: Dec 2009
Programs: A3*G, Marriott Gold, Hilton Honors Gold, Radisson Rewards Premium
Posts: 856
Hi lurkers,
Just a quick one from me: could you possibly tell me what the telephone booking fee would be for a one-way intra-EU fare in D class originating in Ireland but booked from Germany? It would have to be booked on the phone, as one can't select specific booking classes online.
I've searched your website like crazy but can't find this information anywhere.
Thanks in advance!
Just a quick one from me: could you possibly tell me what the telephone booking fee would be for a one-way intra-EU fare in D class originating in Ireland but booked from Germany? It would have to be booked on the phone, as one can't select specific booking classes online.
I've searched your website like crazy but can't find this information anywhere.Thanks in advance!
May 17, 2018, 3:22 am
#1830
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,259
Hi lurkers,
Just a quick one from me: could you possibly tell me what the telephone booking fee would be for a one-way intra-EU fare in D class originating in Ireland but booked from Germany? It would have to be booked on the phone, as one can't select specific booking classes online. I've searched your website like crazy but can't find this information anywhere.
Thanks in advance!
Just a quick one from me: could you possibly tell me what the telephone booking fee would be for a one-way intra-EU fare in D class originating in Ireland but booked from Germany? It would have to be booked on the phone, as one can't select specific booking classes online.
I've searched your website like crazy but can't find this information anywhere.Thanks in advance!
no reason to turn crazy.
The offline service charge for tickets within Europe, booked in Germany, is EUR30 (worldwide EUR45). It doesn't matter what booking class you choose or whether the flight is booked as a oneway or roundtrip.Best regards, Katharina