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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)

vinosity Sep 25, 20 8:21 am


Originally Posted by LufthansaGermanAirlines (Post 32699587)
Dear vinosity,

I'm sorry to hear of your situation and regret the problems caused by various airlines' cancellations and reduced flight operation. I just as much regret the back and forth discussing your options with the Service Center. Nevertheless, you might understand that the ongoing pandemic is just as challenging for us and it still proves quite difficult to provide stranded passengers with flight alternatives, given the fact that a lot of (partner-)airlines cancelled established routings and code-share connections. If you've been inaccurately offered a rebooking and we had to step back from initial offer, that's quite unfortunate and most definitely disappointing. However, I'd rather view it as my Service Center colleagues owning up to a mistake. Nevertheless, I understand that you've came to an agreement after all and will be able to use your return flight from Sao Paulo next week. Let me remind you that you have the possibility to forward any feedback and request for reimbursement to Customer Relations after arrival at your final destination. Colleagues there will then look into their options. I wish you a safe return flight and, once more, apologize for the caused upset. Maybe you will give us the chance to make up for it at some point later in the future.

Best regards,
Katharina

Katharina,

I very much appreciate the time you have taken to respond to my posts. I do fully understand the issues being caused with the pandemic, my objection has always been to the inconsistency of treatment afforded to me by Lufthansa customer services.

It is not the concern of the customer to be involved in the mechanics of any business, including that of airlines. However, it is always important that both parties act with informed honesty and integrity. In this instance, Lufthansa customer services have proved themselves to be uniformed (such as 4 times offering a leg with an airline that Lufthansa did not have and interline agreement with; mechanics); lack of integrity, in failing to honour flight changes when previously agree; and a lack of honesty, by claiming that I had agreed to something when I most certainly had not.

I am currently in exactly the same position that I was in earlier this month, where I theoretically have an agreed flight out of GRU, if I can make my own way to the airport. The last time, when I called to find out why I could not select seats, I was told that I would have to pay around 3000 to be reticketed as the fares had changed. This is again mechanics; this is no concern of mine.

None of these issues would have arisen if, after Lufthansa customer services admitting to and explaining the non-interline issue (after the third time they tried to book that leg), would have stuck to the agreement that was made with me about making my own way to GRU.

So, forgive me if I am still very wary of my real and implied contract with Lufthansa; and I will remain so until they actually deliver me to my destination, which has been promised multiple times.
I will certainly be contacting customer services once I reach my destination, to seek redress. I am confident we can agree to a mutually acceptable solution.

Once again, I really do appreciate the time you have taken to respond to my posts.

All the best.

YYCCL3 Sep 28, 20 9:07 am

Dear LH Lurker,

I have submitted a damaged baggage claim in early July and have a Feedback ID number. Customer Relations was very responsive (24-36 hours) during the initial several days, but since I submitted the requested receipts via email I have heard nothing and they refuse to respond to my requests for a status update via email. It appears not to be possible to contact this department by telephone. How can I get a status update on this topic?

Thank you.

LufthansaGermanAirlines Sep 30, 20 8:19 am


Originally Posted by YYCCL3 (Post 32706046)
Dear LH Lurker,

I have submitted a damaged baggage claim in early July and have a Feedback ID number. Customer Relations was very responsive (24-36 hours) during the initial several days, but since I submitted the requested receipts via email I have heard nothing and they refuse to respond to my requests for a status update via email. It appears not to be possible to contact this department by telephone. How can I get a status update on this topic?

Thank you.

Dear YYCCL3,

I'm sorry to hear that it proves as difficult to get back in touch with Customer Relations for the final handling of your case, causing a longer than expected waiting time for the reimbursement. Please send us the Feedback ID via DM and we will follow up on the current status of your claim on your behalf. Thanks!

Best, Katharina

vinosity Oct 1, 20 8:01 pm


Originally Posted by LufthansaGermanAirlines (Post 32699587)
Dear vinosity,

I'm sorry to hear of your situation and regret the problems caused by various airlines' cancellations and reduced flight operation. I just as much regret the back and forth discussing your options with the Service Center. Nevertheless, you might understand that the ongoing pandemic is just as challenging for us and it still proves quite difficult to provide stranded passengers with flight alternatives, given the fact that a lot of (partner-)airlines cancelled established routings and code-share connections. If you've been inaccurately offered a rebooking and we had to step back from initial offer, that's quite unfortunate and most definitely disappointing. However, I'd rather view it as my Service Center colleagues owning up to a mistake. Nevertheless, I understand that you've came to an agreement after all and will be able to use your return flight from Sao Paulo next week. Let me remind you that you have the possibility to forward any feedback and request for reimbursement to Customer Relations after arrival at your final destination. Colleagues there will then look into their options. I wish you a safe return flight and, once more, apologize for the caused upset. Maybe you will give us the chance to make up for it at some point later in the future.

Best regards,
Katharina

Katharina,

I called up customer services on Saturday to ask why I couldn't reserve a seat in advance; being on a business fare, I should be able to do this. Talked to someone from the Canadian service desk, who was able to seat me. I also confirmed with her that I was definitely ticketed from GRU, and could go ahead and book my own way there.

This evening, on the eve of my flight, sitting in Santa Cruz, where I have just arrived from TJA, I found I could not check in online, so phoned the main service desk, to be told I had not been ticketed.

I have been told that I need to now call the UK desk to sort this out. I need to be at VVI in less than 11 hours to catch a flight to GRU for a Lufthansa flight I may or may not be able to get.

This is quite frankly, absolutely atrocious.

I have moved from a safe place, spending a lot of my own money, to take up an offer that was repeatedly agreed to be honoured by Lufthansa; and then repeatedly not fulfilled. I am potentially heading to one of the most dangerous places in the world with regards to this pandemic, and I will be doing it because Lufthansa have asked me to be there.

Now, after the current call to the UK number, I am being asked to have faith that my ticket from GRU-FRA-MAN for Friday October 2 will be issued correctly. I need to wait one to two hours, and they will issue a ticket with a different number.

This should not be happening.

I am not sure how I can give a chance to Lufthansa to make it up to me at some point in the future, when they cannot even get it right now.

YYCCL3 Oct 16, 20 3:56 am


Originally Posted by LufthansaGermanAirlines (Post 32711375)
Dear YYCCL3,

I'm sorry to hear that it proves as difficult to get back in touch with Customer Relations for the final handling of your case, causing a longer than expected waiting time for the reimbursement. Please send us the Feedback ID via DM and we will follow up on the current status of your claim on your behalf. Thanks!

Best, Katharina

Thank you Katharina. I'm happy to report that I have reached a satisfactory conclusion to this matter.

LufthansaGermanAirlines Oct 16, 20 6:58 am


Originally Posted by YYCCL3 (Post 32751561)
Thank you Katharina. I'm happy to report that I have reached a satisfactory conclusion to this matter.

That is great news! Thanks for sharing, much appreciated!

Best regards,
Katharina

oliver2002 Nov 16, 20 3:28 am

Dear Lurkers,
as mentioned here: https://www.flyertalk.com/forum/luft...n-airport.html

It seems the Canadian airports have vanished (again) from M&M. Can you ask your colleagues to look into this?

Regards Oliver


https://cimg0.ibsrv.net/gimg/www.fly...5f38996559.png

LufthansaGermanAirlines Nov 17, 20 7:18 am


Originally Posted by oliver2002 (Post 32822677)
Dear Lurkers,
as mentioned here: https://www.flyertalk.com/forum/luft...n-airport.html

It seems the Canadian airports have vanished (again) from M&M. Can you ask your colleagues to look into this?

Regards Oliver


https://cimg0.ibsrv.net/gimg/www.fly...5f38996559.png

Hi Oliver,

I have forwarded your post to our Miles & More colleagues, the problem is already known and will be fixed soon. According to my colleagues, the code YTO will work instead of YYZ, but there are still issues with the other Canadian airports, unfortunately.

Best regards,
Markus

supine Nov 25, 20 3:35 am

Good morning lurkers

I'd like to make a suggestion for the Mileage Pooling page https://www.miles-and-more.com/de/en...e-pooling.html

Right now I can only see the miles being contributed to the pool from each person's account.

It would be great if there was some indication of when any miles for that person are at risk of expiring. If we want that information right now we need to log into each account individually and check, which for a family of six is frustrating.

E.g. something like this...

https://cimg6.ibsrv.net/gimg/www.fly...6e11be5d39.png
cheers
Martin

LufthansaGermanAirlines Nov 26, 20 10:29 am


Originally Posted by supine (Post 32843006)
Good morning lurkers

I'd like to make a suggestion for the Mileage Pooling page https://www.miles-and-more.com/de/en...e-pooling.html

Right now I can only see the miles being contributed to the pool from each person's account.

It would be great if there was some indication of when any miles for that person are at risk of expiring. If we want that information right now we need to log into each account individually and check, which for a family of six is frustrating.

E.g. something like this...

https://cimg6.ibsrv.net/gimg/www.fly...6e11be5d39.png
cheers
Martin

Hello Martin,

thanks for the suggestion, I have forwarded it to the Miles & More Development Team.

Best regards,

Markus


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