Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
May 25, 2020, 7:01 am
#2326
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Hi,
I just called the LH Senator line to submit a refund request for a cancelled mile flight coming up in June. I had an English speaking rep, and she asked for 3 digits from my PIN, then paused, said "Oh it didn't seem to work", then said let's try again and then conveniently asked for 3 different digits which meant she then had my whole PIN. I instantly thought this is not right, but let her submit my refund request and was going to stay on the line to submit the survey but she would not disconnect her line. So I eventually hung up, promptly changed my PIN, and now I don't know how to submit a case for someone to look into this...definitely suspicious.
Thank you!
I just called the LH Senator line to submit a refund request for a cancelled mile flight coming up in June. I had an English speaking rep, and she asked for 3 digits from my PIN, then paused, said "Oh it didn't seem to work", then said let's try again and then conveniently asked for 3 different digits which meant she then had my whole PIN. I instantly thought this is not right, but let her submit my refund request and was going to stay on the line to submit the survey but she would not disconnect her line. So I eventually hung up, promptly changed my PIN, and now I don't know how to submit a case for someone to look into this...definitely suspicious.
Thank you!
while I understand your concern, I can assure you that any information shared during calls is used strictly in order to assist you with your requests and ate handled in accordance with the provisions of the EU General Data Protection Regulation (GDPR) and the German Data Protection Act (BDSG). Unfortunately, I am unable to tell from here what happened in this special case, but you are free to contact the dedicated team and raise your concerns. You can find more information here.
Kind regards,
Heloisa
May 25, 2020, 7:03 am
#2327
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
due to the tightening of the ban on contact, all lounges are currently closed until further notice. While we still don't have any information about reopening yet, I recommend regularly checking our Current flight Information page, as any news will be published there.
Kind regards,
Heloisa
May 25, 2020, 8:25 am
#2328
Join Date: Aug 2014
Location: Munich, Germany
Programs: BA Silver, Lufthansa FTL, KrisFlyer Gold, HHonors Diamond
Posts: 81
Dear angelats,
due to the tightening of the ban on contact, all lounges are currently closed until further notice. While we still don't have any information about reopening yet, I recommend regularly checking our Current flight Information page, as any news will be published there.
Kind regards,
Heloisa
due to the tightening of the ban on contact, all lounges are currently closed until further notice. While we still don't have any information about reopening yet, I recommend regularly checking our Current flight Information page, as any news will be published there.
Kind regards,
Heloisa
May 25, 2020, 9:29 am
#2329
Join Date: Sep 2015
Location: BRU
Posts: 9
Very odd with the LH announcements about flights to Kiev from 02 June. According to the Ukrainian authorities, no international flights are authorized until 15 June, yet flights for 02 June (from FRA) can be booked on the LH site. I don't want to risk booking and then wasting my time trying to reach a phone agent to re-book; not to mention having to change a hotel booking if the flight doesn't actually exist. Any idea(s) what's going on here?
May 26, 2020, 6:11 am
#2330
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Very odd with the LH announcements about flights to Kiev from 02 June. According to the Ukrainian authorities, no international flights are authorized until 15 June, yet flights for 02 June (from FRA) can be booked on the LH site. I don't want to risk booking and then wasting my time trying to reach a phone agent to re-book; not to mention having to change a hotel booking if the flight doesn't actually exist. Any idea(s) what's going on here?
I just checked on LH.com. The first available flight I found is on 15th of June.
Best regards,
Jonathan
May 26, 2020, 7:14 am
#2331
Join Date: Sep 2015
Location: BRU
Posts: 9
I'm glad LH changed this. Otherwise, it would have caused real problems for travelers who are already frustrated. Thank you for sharing this update.
Jun 1, 2020, 3:13 am
#2332
Join Date: Sep 2016
Posts: 67
I booked and cancelled flights with LH in early March.
It's almost 3 (three) months and have not received refund yet.
Last week, I received email from LH with the subject
"Are you aware of the flexible Lufthansa Group Airlines rebooking options?"
If it were offered when I was going to cancel the flights, it would make sense.
(with some premier for choosing the future flight credit rather than cash refund).
BUT, I DID cancel it already, again in early March and I received confirmation
email from LH.
It becoming more and more likely that you're using "unusual high amount of requests"
as (fake) excuse and holding customers' money as 'interest-free loan.'
It's almost 3 (three) months and have not received refund yet.
Last week, I received email from LH with the subject
"Are you aware of the flexible Lufthansa Group Airlines rebooking options?"
If it were offered when I was going to cancel the flights, it would make sense.
(with some premier for choosing the future flight credit rather than cash refund).
BUT, I DID cancel it already, again in early March and I received confirmation
email from LH.
It becoming more and more likely that you're using "unusual high amount of requests"
as (fake) excuse and holding customers' money as 'interest-free loan.'
Jun 2, 2020, 2:39 am
#2333
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
I booked and cancelled flights with LH in early March.
It's almost 3 (three) months and have not received refund yet.
Last week, I received email from LH with the subject
"Are you aware of the flexible Lufthansa Group Airlines rebooking options?"
If it were offered when I was going to cancel the flights, it would make sense.
(with some premier for choosing the future flight credit rather than cash refund).
BUT, I DID cancel it already, again in early March and I received confirmation
email from LH.
It becoming more and more likely that you're using "unusual high amount of requests"
as (fake) excuse and holding customers' money as 'interest-free loan.'
It's almost 3 (three) months and have not received refund yet.
Last week, I received email from LH with the subject
"Are you aware of the flexible Lufthansa Group Airlines rebooking options?"
If it were offered when I was going to cancel the flights, it would make sense.
(with some premier for choosing the future flight credit rather than cash refund).
BUT, I DID cancel it already, again in early March and I received confirmation
email from LH.
It becoming more and more likely that you're using "unusual high amount of requests"
as (fake) excuse and holding customers' money as 'interest-free loan.'
I can well relate to the frustration about not being offered a more flexible rebooking option back in March. The development of the current situation might not have been forseeable back then and might explain why our policies in place were only gradually adapted. I recommend to please get in touch with our Service Center. If the refund of your booking has not yet been processed, you still have the option to have our colleagues apply our current "booking-on-hold"-option and rebook your flight at a later time.
I apologize for the caused frustration but hope that offered alternative will make the situation and planning a little bit easier for you.
Best, Katharina
Jun 2, 2020, 8:41 am
#2334
Join Date: Sep 2016
Posts: 67
NO.
I didn't mean to say that I wanted to be offered the option of future credit.
I just said IT MADE SENSE IF IT WERE OFFERED WHEN I CANCELLED THE FLIGHTS.
I just need, again JUST NEED MY MONEY BACK WHICH YOU PROMISED THREE MONTHS AGO, rather than sending non-sense email.
PLEASE PAY MY MONEY BACK.
I didn't mean to say that I wanted to be offered the option of future credit.
I just said IT MADE SENSE IF IT WERE OFFERED WHEN I CANCELLED THE FLIGHTS.
I just need, again JUST NEED MY MONEY BACK WHICH YOU PROMISED THREE MONTHS AGO, rather than sending non-sense email.
PLEASE PAY MY MONEY BACK.
Dear ichigen,
I can well relate to the frustration about not being offered a more flexible rebooking option back in March. The development of the current situation might not have been forseeable back then and might explain why our policies in place were only gradually adapted. I recommend to please get in touch with our Service Center. If the refund of your booking has not yet been processed, you still have the option to have our colleagues apply our current "booking-on-hold"-option and rebook your flight at a later time.
I apologize for the caused frustration but hope that offered alternative will make the situation and planning a little bit easier for you.
Best, Katharina
I can well relate to the frustration about not being offered a more flexible rebooking option back in March. The development of the current situation might not have been forseeable back then and might explain why our policies in place were only gradually adapted. I recommend to please get in touch with our Service Center. If the refund of your booking has not yet been processed, you still have the option to have our colleagues apply our current "booking-on-hold"-option and rebook your flight at a later time.
I apologize for the caused frustration but hope that offered alternative will make the situation and planning a little bit easier for you.
Best, Katharina
Jun 9, 2020, 10:05 am
#2335
Join Date: Jul 2009
Location: New Delhi
Programs: Miles n More Senator ,Marriots Platinum, Hhonors Diamond, Miles n Smile elites,ITA Volare Premium
Posts: 162
Dear LH
I received few days back -e mail that my upcoming Lot Polish flight ( which i bought from miles n more website-award ticket) has been cancelled . I tried customer care phone many times for few days but was not able to connect because of busy lines. Finally today morning I tried & was able to talk to customer care ( India ph no) & asked him to cancel my PNR. I was surprised that he did not cross check details of my flight , my ID , My miles n more no or e mail verification & straight forward cancelled flight. I asked him to give me reference number of cancellation which he declined saying his system does not allow this. I insisted that in that case he send me e mail confirmation for cancellation which he declined. I am Shocked at this that After trying phone for many days , I was able to connect but there is no official confirmation for cancellation. He also replied that it will take 3-4 days to miles to appears in my account & 3-4 Weeks for cash in my credit card account. Please see to it that I at least get confirmation e mail & my refund process is expedited. Thanks.
I received few days back -e mail that my upcoming Lot Polish flight ( which i bought from miles n more website-award ticket) has been cancelled . I tried customer care phone many times for few days but was not able to connect because of busy lines. Finally today morning I tried & was able to talk to customer care ( India ph no) & asked him to cancel my PNR. I was surprised that he did not cross check details of my flight , my ID , My miles n more no or e mail verification & straight forward cancelled flight. I asked him to give me reference number of cancellation which he declined saying his system does not allow this. I insisted that in that case he send me e mail confirmation for cancellation which he declined. I am Shocked at this that After trying phone for many days , I was able to connect but there is no official confirmation for cancellation. He also replied that it will take 3-4 days to miles to appears in my account & 3-4 Weeks for cash in my credit card account. Please see to it that I at least get confirmation e mail & my refund process is expedited. Thanks.
Jun 10, 2020, 5:04 am
#2336
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear LH
I received few days back -e mail that my upcoming Lot Polish flight ( which i bought from miles n more website-award ticket) has been cancelled . I tried customer care phone many times for few days but was not able to connect because of busy lines. Finally today morning I tried & was able to talk to customer care ( India ph no) & asked him to cancel my PNR. I was surprised that he did not cross check details of my flight , my ID , My miles n more no or e mail verification & straight forward cancelled flight. I asked him to give me reference number of cancellation which he declined saying his system does not allow this. I insisted that in that case he send me e mail confirmation for cancellation which he declined. I am Shocked at this that After trying phone for many days , I was able to connect but there is no official confirmation for cancellation. He also replied that it will take 3-4 days to miles to appears in my account & 3-4 Weeks for cash in my credit card account. Please see to it that I at least get confirmation e mail & my refund process is expedited. Thanks.
I received few days back -e mail that my upcoming Lot Polish flight ( which i bought from miles n more website-award ticket) has been cancelled . I tried customer care phone many times for few days but was not able to connect because of busy lines. Finally today morning I tried & was able to talk to customer care ( India ph no) & asked him to cancel my PNR. I was surprised that he did not cross check details of my flight , my ID , My miles n more no or e mail verification & straight forward cancelled flight. I asked him to give me reference number of cancellation which he declined saying his system does not allow this. I insisted that in that case he send me e mail confirmation for cancellation which he declined. I am Shocked at this that After trying phone for many days , I was able to connect but there is no official confirmation for cancellation. He also replied that it will take 3-4 days to miles to appears in my account & 3-4 Weeks for cash in my credit card account. Please see to it that I at least get confirmation e mail & my refund process is expedited. Thanks.
I'm sorry to hear that your flight was cancelled. Generally, authentication is necessary when performing an award cancellation. A cancellation confirmation by email is normally also possible. While I am unable to tell from here what happened in this case, I can only advise contacting Miles & More once again so my colleagues can have a look at your booking and let you know if the cancellation was correctly processed. If you would like to provide us with a feedback about your experience, I recommend contacting my colleagues from Customer Relations.
Kind regards,
Heloisa
Jun 15, 2020, 6:11 am
#2338
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
I have forwarded your request internally to the specials department. We'll come back to you once we have received a feedback.
Best regards,
Markus
Jun 16, 2020, 1:50 am
#2339
Join Date: Dec 2016
Posts: 639
Hi,
I would like to know how long Miles&More award ticket refunds are taking at the moment. I had a ticket cancelled by the airline for travel this month: I called Miles&More a couple of week ago and the agent said he would process a full refund of the taxes back to original form of payment, and redeposit the miles to my M&M account. Haven't received either so far, thanks.
I would like to know how long Miles&More award ticket refunds are taking at the moment. I had a ticket cancelled by the airline for travel this month: I called Miles&More a couple of week ago and the agent said he would process a full refund of the taxes back to original form of payment, and redeposit the miles to my M&M account. Haven't received either so far, thanks.
Jun 16, 2020, 5:49 am
#2340
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
we were informed by our colleagues that the Schengen Lounge "The Loft" at Brussels Airport is planned to be opened in the first two weeks of July. In Vienna, however, no specific date is currently available, unfortunately.
Best regards,
Markus