Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
Oct 28, 2018, 5:08 pm
#1966
Join Date: Jul 2015
Location: HAG
Programs: Der 5* FTL
Posts: 8,051
Apologies if this has been addressed elsewhere but my search did not find it.
I was involuntarily downgraded from business to economy on an OS flight from VIE to VCE. Other than apologies I was given a debit card worth 125 Euro.
Is this sufficient compensation? Is there an EU regulation than spells out the required compensation for such a case?
TIA
I was involuntarily downgraded from business to economy on an OS flight from VIE to VCE. Other than apologies I was given a debit card worth 125 Euro.
Is this sufficient compensation? Is there an EU regulation than spells out the required compensation for such a case?
TIA
Oct 28, 2018, 5:33 pm
#1967
Join Date: Dec 2006
Location: SF Bay Area
Programs: AA LT PLT 3 MM+, BA (very) Blue, CO nobody
Posts: 2,640
Well, it was an award ticket. My DW remained in J, only I was downgraded - so a later flight was not an option.
PS - Are you Iko by any chance?
Oct 28, 2018, 5:37 pm
#1968
Join Date: Jul 2015
Location: HAG
Programs: Der 5* FTL
Posts: 8,051
I'm not Iko, sorry.
Oct 29, 2018, 6:01 am
#1969
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear Lurker,
In your recent update of Lufthansa APP, the M&M section has a new category when crediting flights called "TOP POINTS" and it seems it is the same as previously called "HON Miles". Can you please let us know if there is more around this we need to know?
Thanks
HKG1111
In your recent update of Lufthansa APP, the M&M section has a new category when crediting flights called "TOP POINTS" and it seems it is the same as previously called "HON Miles". Can you please let us know if there is more around this we need to know?
Thanks
HKG1111
Oct 29, 2018, 6:02 am
#1970
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Apologies if this has been addressed elsewhere but my search did not find it.
I was involuntarily downgraded from business to economy on an OS flight from VIE to VCE. Other than apologies I was given a debit card worth 125 Euro.
Is this sufficient compensation? Is there an EU regulation than spells out the required compensation for such a case?
TIA
I was involuntarily downgraded from business to economy on an OS flight from VIE to VCE. Other than apologies I was given a debit card worth 125 Euro.
Is this sufficient compensation? Is there an EU regulation than spells out the required compensation for such a case?
TIA
Oct 29, 2018, 6:14 am
#1971
Join Date: Aug 2012
Location: Brussels
Programs: LH Senator
Posts: 47
Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights
https://eur-lex.europa.eu/legal-cont...4R0261&from=EN
Article 10
Upgrading and downgrading
2. If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days, by the means provided for in Article 7(3), reimburse
(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less
https://eur-lex.europa.eu/legal-cont...4R0261&from=EN
Article 10
Upgrading and downgrading
2. If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days, by the means provided for in Article 7(3), reimburse
(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less
Oct 29, 2018, 1:52 pm
#1972
Join Date: Dec 2006
Location: SF Bay Area
Programs: AA LT PLT 3 MM+, BA (very) Blue, CO nobody
Posts: 2,640
I too am sorry that you are not Iko
( a good friend of my brother with last name of Fabo)
Oct 29, 2018, 1:58 pm
#1973
Join Date: Dec 2006
Location: SF Bay Area
Programs: AA LT PLT 3 MM+, BA (very) Blue, CO nobody
Posts: 2,640
Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights
https://eur-lex.europa.eu/legal-cont...4R0261&from=EN
Article 10
Upgrading and downgrading
2. If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days, by the means provided for in Article 7(3), reimburse
(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less
https://eur-lex.europa.eu/legal-cont...4R0261&from=EN
Article 10
Upgrading and downgrading
2. If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days, by the means provided for in Article 7(3), reimburse
(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less
As this was an award ticket it is hard to know its actual value. In a case like this how can one establish a monetary value of an award?
Oct 29, 2018, 2:02 pm
#1974
Join Date: Dec 2006
Location: SF Bay Area
Programs: AA LT PLT 3 MM+, BA (very) Blue, CO nobody
Posts: 2,640
Dear Paulchili, if a voucher was handed to you, I would assume the the case is closed. Should you wish to enquire about further options, I recommend that you please sumbit detailed information via https://www.lufthansa.com/de/en/support/feedback. Best regards, Isabell
That is what I am trying to establish here as I am not familiar with the EU regulations.
Conversely, if it seems that the compensation was proper than no further action is needed.
Oct 31, 2018, 2:25 am
#1975
Join Date: Apr 2004
Location: FRA
Programs: LH SEN
Posts: 732
Rant: and hopefully this can be used as feedback in the appropriate department:
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text:
Going into my booking, I can see that the exit row is completely empty and I reassign myself...
For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text:
Important Notice
Please note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding.
However: I had exit row seats on both flights. The "equivalent" reassignment has me sitting 2-3 rows behind the exit row now. Please note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding. Going into my booking, I can see that the exit row is completely empty and I reassign myself...For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
Oct 31, 2018, 2:44 am
#1976
Join Date: May 2005
Location: Switzerland mostly
Programs: LX Sen, EK Gold, HH Diamond, IHG Plat, Sirius Gold, BA Gold
Posts: 357
Rant: and hopefully this can be used as feedback in the appropriate department:
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text: Going into my booking, I can see that the exit row is completely empty and I reassign myself...
For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text:
Important NoticePlease note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding.
However: I had exit row seats on both flights. The "equivalent" reassignment has me sitting 2-3 rows behind the exit row now. Please note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding. Going into my booking, I can see that the exit row is completely empty and I reassign myself...For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
Oct 31, 2018, 6:14 am
#1977
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Rant: and hopefully this can be used as feedback in the appropriate department:
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text: Going into my booking, I can see that the exit row is completely empty and I reassign myself...
For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text:
Important NoticePlease note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding.
However: I had exit row seats on both flights. The "equivalent" reassignment has me sitting 2-3 rows behind the exit row now. Please note that your seat reservations have been modified due to a schedule or aircraft change. We have reassigned an equivalent seat within your originally booked category. Thank you for your understanding. Going into my booking, I can see that the exit row is completely empty and I reassign myself...For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....
/rant over
I agree, this sounds less than ideal and like you, I would have assumed an exit seat on the new aircraft as well. Good to hear you have been able to, once more, adjust the seating so it matches your initial preference. However, as this should not be the way to handle these incidents, I'll internally forward your complaint and hope for a more satisfying procedure, should a future flight of yours require another aircraft change.
Best, Katharina
Oct 31, 2018, 6:19 am
#1978
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
I'm sorry to hear you were facing a similar issue. Have you been able to switch to a more preferable seating meanwhile? If that has not been the case, you're welcome to send us your booking details and we'll have another look at your reservation.
Best, Katharina
Nov 7, 2018, 8:52 pm
#1980
Join Date: May 2005
Location: Singapore, Singapore
Programs: LH HON, SQ QPPS, QR Gold, Sixt Diamond
Posts: 228
Senator booking guarantee not honored
Dear Lufthansa Lurker,
Am booked in the highest booking class in J for a Friday night flight late November from PVG to MUC and waitlisted (LH flight operated by LH). As Senator I assumed that LH would honour the booking guarantee touted with the Senator Status...
But speaking to the call Center I was told that the booking guarantee does not apply for certain flights where there are so many Senators that they cannnot honour this promise.
How can this be?
Am booked in the highest booking class in J for a Friday night flight late November from PVG to MUC and waitlisted (LH flight operated by LH). As Senator I assumed that LH would honour the booking guarantee touted with the Senator Status...
But speaking to the call Center I was told that the booking guarantee does not apply for certain flights where there are so many Senators that they cannnot honour this promise.
How can this be?