Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
#2476
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Jon, that’s exactly what is happening to my future husband's flight…they issued mine, but not his, even though we urged them that it was essential that they did both together because it was for getting married! they said “we should wait” and that his “booking was confirmed” …but two days later his reservation had disappeared. The call centre is chaos and they don’t give us an effective solution. What was the outcome for you?
Kind regards
Anna
Kind regards
Anna
I am sorry to hear about the difficulties regarding your partner's booking. I cannot make any promises since we have no access to the booking system. However, I would like to cross-check your booking with my colleagues in the Service Center. Please send us a private message with the booking code and passenger name. We will then try our best to assist.
Best Regards,
Jasmin
#2477
Join Date: Aug 2014
Location: YYC
Posts: 2,068
Dear LH lurker team,
I am trying to change the inbound itinerary of a first class booking (outbound has been flown a few months ago) to a different date, which should be possible without repricing according to the fare rules (ANCCZ6W). I am struggling to change the date without a repricing to a full F fare on any date when I can see in Expert Flyer that there is the appropriate availability; 2 seemingly very competent agents at the first class hotline tried searching for me without success. All of the automatically generated options are in business class only and a manual repricing to full F generates a fare difference of several thousand Euro. What can I do?
Thank you in advance.
I am trying to change the inbound itinerary of a first class booking (outbound has been flown a few months ago) to a different date, which should be possible without repricing according to the fare rules (ANCCZ6W). I am struggling to change the date without a repricing to a full F fare on any date when I can see in Expert Flyer that there is the appropriate availability; 2 seemingly very competent agents at the first class hotline tried searching for me without success. All of the automatically generated options are in business class only and a manual repricing to full F generates a fare difference of several thousand Euro. What can I do?
Thank you in advance.
#2478
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Dear LH lurker team,
I am trying to change the inbound itinerary of a first class booking (outbound has been flown a few months ago) to a different date, which should be possible without repricing according to the fare rules (ANCCZ6W). I am struggling to change the date without a repricing to a full F fare on any date when I can see in Expert Flyer that there is the appropriate availability; 2 seemingly very competent agents at the first class hotline tried searching for me without success. All of the automatically generated options are in business class only and a manual repricing to full F generates a fare difference of several thousand Euro. What can I do?
Thank you in advance.
I am trying to change the inbound itinerary of a first class booking (outbound has been flown a few months ago) to a different date, which should be possible without repricing according to the fare rules (ANCCZ6W). I am struggling to change the date without a repricing to a full F fare on any date when I can see in Expert Flyer that there is the appropriate availability; 2 seemingly very competent agents at the first class hotline tried searching for me without success. All of the automatically generated options are in business class only and a manual repricing to full F generates a fare difference of several thousand Euro. What can I do?
Thank you in advance.
sorry to hear about the difficulties. Unfortunately, we are unable to assist with your booking request since we do not have access to the booking system. I would recommend to contact our First Class service via https://www.lufthansa.com/de/en/first-class-booking. They will be able to look into this.
Best regards
Jasmin
#2479
Join Date: Feb 2003
Location: BCN, LH SEN***, FB Silver, HH Gold, Marriott Gold
Posts: 147
Dear LH team,
I am SEN trying to help my 90 year old mother recover login to her M&M account. Pretty important since she is crediting a mix C/F itinerary. Forgot password process does not work because it says there is no email address for the card profile. But I have email traffic from when the account was opened. During the summer I called SEN who guided me through the process to reclaim the account via the service center. I never heard back. A week ago I repeated the process and still have not heard back. But this time I kept track of the request id: 1FL-CC8-KS6
Would you please be able to track any news down on this. Happy to send further details via PM.
I am SEN trying to help my 90 year old mother recover login to her M&M account. Pretty important since she is crediting a mix C/F itinerary. Forgot password process does not work because it says there is no email address for the card profile. But I have email traffic from when the account was opened. During the summer I called SEN who guided me through the process to reclaim the account via the service center. I never heard back. A week ago I repeated the process and still have not heard back. But this time I kept track of the request id: 1FL-CC8-KS6
Would you please be able to track any news down on this. Happy to send further details via PM.
#2480
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Dear LH team,
I am SEN trying to help my 90 year old mother recover login to her M&M account. Pretty important since she is crediting a mix C/F itinerary. Forgot password process does not work because it says there is no email address for the card profile. But I have email traffic from when the account was opened. During the summer I called SEN who guided me through the process to reclaim the account via the service center. I never heard back. A week ago I repeated the process and still have not heard back. But this time I kept track of the request id: 1FL-CC8-KS6
Would you please be able to track any news down on this. Happy to send further details via PM.
I am SEN trying to help my 90 year old mother recover login to her M&M account. Pretty important since she is crediting a mix C/F itinerary. Forgot password process does not work because it says there is no email address for the card profile. But I have email traffic from when the account was opened. During the summer I called SEN who guided me through the process to reclaim the account via the service center. I never heard back. A week ago I repeated the process and still have not heard back. But this time I kept track of the request id: 1FL-CC8-KS6
Would you please be able to track any news down on this. Happy to send further details via PM.
I am very sorry to hear about the difficulties regarding your mother's Miles & More account. As much as we would like to assist and help your mother to use her account, our hands are tied here. This needs to be solved directly via my colleagues from Miles & More, also due to data protection. My apologies.
Best regards
Jasmin
#2481
Join Date: Feb 2003
Location: BCN, LH SEN***, FB Silver, HH Gold, Marriott Gold
Posts: 147
Hello GlobalNomad,
I am very sorry to hear about the difficulties regarding your mother's Miles & More account. As much as we would like to assist and help your mother to use her account, our hands are tied here. This needs to be solved directly via my colleagues from Miles & More, also due to data protection. My apologies.
Best regards
Jasmin
I am very sorry to hear about the difficulties regarding your mother's Miles & More account. As much as we would like to assist and help your mother to use her account, our hands are tied here. This needs to be solved directly via my colleagues from Miles & More, also due to data protection. My apologies.
Best regards
Jasmin
#2482
Join Date: Oct 2014
Location: Berlin
Programs: BAEC; LH M&M; HH Diamond
Posts: 813
Hello LH Lurkers
in accordance with various travel bans to South Africa, I did not travel to JNB last month, nor did I return yesterday.
I informed LH via the app that I would not be travelling and requested a refund or voucher for future travel.
I have a reference number issued the day of originally planned travel, but have not heard anything from LH in the past three weeks.
I have regularly been on the phone to LH Customer Service, but I hang up after 90 mins of wait...
What do you suggest I do now to process this matter further?
in accordance with various travel bans to South Africa, I did not travel to JNB last month, nor did I return yesterday.
I informed LH via the app that I would not be travelling and requested a refund or voucher for future travel.
I have a reference number issued the day of originally planned travel, but have not heard anything from LH in the past three weeks.
I have regularly been on the phone to LH Customer Service, but I hang up after 90 mins of wait...
What do you suggest I do now to process this matter further?
#2483
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Hello AlienInTheFatherland,
sorry to hear you are having difficulties trying to reach my colleagues. If you are already in contact with our Customer Relations Department and obtained a Feedback ID, please allow my colleagues some research time. We are currently experiencing an extraordinarily high number of customer contacts in all our departments. As a result, there are unfortunately longer waiting times. Via Social Media, we are unable to influence the processing time. Should you have further questions, please contact them again here: https://bit.ly/2wWjPTc / How can we help you? / As about existing feedback.
Kind regards & happy holidays!
Tania
sorry to hear you are having difficulties trying to reach my colleagues. If you are already in contact with our Customer Relations Department and obtained a Feedback ID, please allow my colleagues some research time. We are currently experiencing an extraordinarily high number of customer contacts in all our departments. As a result, there are unfortunately longer waiting times. Via Social Media, we are unable to influence the processing time. Should you have further questions, please contact them again here: https://bit.ly/2wWjPTc / How can we help you? / As about existing feedback.
Kind regards & happy holidays!
Tania
#2484
Join Date: Jan 2008
Location: NYC
Programs: BA, UA, DL
Posts: 201
Trying to change multi city flight
Hello
I have a booking FRA - JNB // CPT - FRA in business class leaving on 25 December (returning in late January). For personal reasons I need to change the departure to 27 or 28 December. This does not appear as an option on your website, it seems (based on some searching) that this is because it is not a one way or round trip itinerary.
I have not been able to get through to the call centre in either Germany or South Africa (despite sitting on hold for over an hour with each, cumulatively). I am worried that this will not get easier as Christmas approaches. Can you please help me get this flight changed?
Charles
I have a booking FRA - JNB // CPT - FRA in business class leaving on 25 December (returning in late January). For personal reasons I need to change the departure to 27 or 28 December. This does not appear as an option on your website, it seems (based on some searching) that this is because it is not a one way or round trip itinerary.
I have not been able to get through to the call centre in either Germany or South Africa (despite sitting on hold for over an hour with each, cumulatively). I am worried that this will not get easier as Christmas approaches. Can you please help me get this flight changed?
Charles
#2485
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Hello
I have a booking FRA - JNB // CPT - FRA in business class leaving on 25 December (returning in late January). For personal reasons I need to change the departure to 27 or 28 December. This does not appear as an option on your website, it seems (based on some searching) that this is because it is not a one way or round trip itinerary.
I have not been able to get through to the call centre in either Germany or South Africa (despite sitting on hold for over an hour with each, cumulatively). I am worried that this will not get easier as Christmas approaches. Can you please help me get this flight changed?
Charles
I have a booking FRA - JNB // CPT - FRA in business class leaving on 25 December (returning in late January). For personal reasons I need to change the departure to 27 or 28 December. This does not appear as an option on your website, it seems (based on some searching) that this is because it is not a one way or round trip itinerary.
I have not been able to get through to the call centre in either Germany or South Africa (despite sitting on hold for over an hour with each, cumulatively). I am worried that this will not get easier as Christmas approaches. Can you please help me get this flight changed?
Charles
Kind regards & happy holidays!
Jasmin
#2486
Join Date: Mar 2018
Location: VIE
Programs: Miles and More, Flying Blue, AA Advantage
Posts: 22
Dear LH Team,
I have bought a ticket with miles and I wanted to add an extra luggage -- it is an intercontinental one way flight in business class. It is not possible to buy the extra luggage from the website due to "technical reasons"; however, I was charged 205 euros for the luggage instead of the 200 euros I would have been charged if I had bought the ticket online. Why is a surcharge being applied given that it is a technical reason depending on LH?
More importantly, I was told I would get a 32 kilos allowance but the voucher indicates that the extra allowance is only 23 kilos. This is also contrary to what is written in the website about purchasing extra luggage. I called back the customer service after finding out the reduced allowance and was told that this is the correct allowance and that if I want to get the additional 9 kilos I have to pay it as extra luggage (the cost is about 160 euros, which takes the price of the luggage to about the price of the one-way economy class ticket). What is the rationale of the rule given that the price of the extra luggage is the same? Where is this rule indicated in the contractual terms and conditions? I could not locate any information about this difference in treatment.
Thank you in advance for your time and attention.
I have bought a ticket with miles and I wanted to add an extra luggage -- it is an intercontinental one way flight in business class. It is not possible to buy the extra luggage from the website due to "technical reasons"; however, I was charged 205 euros for the luggage instead of the 200 euros I would have been charged if I had bought the ticket online. Why is a surcharge being applied given that it is a technical reason depending on LH?
More importantly, I was told I would get a 32 kilos allowance but the voucher indicates that the extra allowance is only 23 kilos. This is also contrary to what is written in the website about purchasing extra luggage. I called back the customer service after finding out the reduced allowance and was told that this is the correct allowance and that if I want to get the additional 9 kilos I have to pay it as extra luggage (the cost is about 160 euros, which takes the price of the luggage to about the price of the one-way economy class ticket). What is the rationale of the rule given that the price of the extra luggage is the same? Where is this rule indicated in the contractual terms and conditions? I could not locate any information about this difference in treatment.
Thank you in advance for your time and attention.
Last edited by Tottoru; Dec 27, 2021 at 1:48 pm
#2487
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
Dear LH Team,
I have bought a ticket with miles and I wanted to add an extra luggage -- it is an intercontinental one way flight in business class. It is not possible to buy the extra luggage from the website due to "technical reasons"; however, I was charged 205 euros for the luggage instead of the 200 euros I would have been charged if I had bought the ticket online. Why is a surcharge being applied given that it is a technical reason depending on LH?
More importantly, I was told I would get a 32 kilos allowance but the voucher indicates that the extra allowance is only 23 kilos. This is also contrary to what is written in the website about purchasing extra luggage. I called back the customer service after finding out the reduced allowance and was told that this is the correct allowance and that if I want to get the additional 9 kilos I have to pay it as extra luggage (the cost is about 160 euros, which takes the price of the luggage to about the price of the one-way economy class ticket). What is the rationale of the rule given that the price of the extra luggage is the same? Where is this rule indicated in the contractual terms and conditions? I could not locate any information about this difference in treatment.
Thank you in advance for your time and attention.
I have bought a ticket with miles and I wanted to add an extra luggage -- it is an intercontinental one way flight in business class. It is not possible to buy the extra luggage from the website due to "technical reasons"; however, I was charged 205 euros for the luggage instead of the 200 euros I would have been charged if I had bought the ticket online. Why is a surcharge being applied given that it is a technical reason depending on LH?
More importantly, I was told I would get a 32 kilos allowance but the voucher indicates that the extra allowance is only 23 kilos. This is also contrary to what is written in the website about purchasing extra luggage. I called back the customer service after finding out the reduced allowance and was told that this is the correct allowance and that if I want to get the additional 9 kilos I have to pay it as extra luggage (the cost is about 160 euros, which takes the price of the luggage to about the price of the one-way economy class ticket). What is the rationale of the rule given that the price of the extra luggage is the same? Where is this rule indicated in the contractual terms and conditions? I could not locate any information about this difference in treatment.
Thank you in advance for your time and attention.
sorry to hear. If you want to file an official complaint, kindly use our feedback form (https://www.lufthansa.com/de/en/feedback) and my colleagues from Customer Relations will have a look into it.
I apologize for any inconvenience caused.
Best regards,
Jonathan
#2488
Join Date: Mar 2018
Location: VIE
Programs: Miles and More, Flying Blue, AA Advantage
Posts: 22
Dear Tottoru,
sorry to hear. If you want to file an official complaint, kindly use our feedback form (https://www.lufthansa.com/de/en/feedback) and my colleagues from Customer Relations will have a look into it.
I apologize for any inconvenience caused.
Best regards,
Jonathan
sorry to hear. If you want to file an official complaint, kindly use our feedback form (https://www.lufthansa.com/de/en/feedback) and my colleagues from Customer Relations will have a look into it.
I apologize for any inconvenience caused.
Best regards,
Jonathan
After I posted my message, the passenger has checked with ground staff at airport check-in and was told that the correct allowance in 32 kilos -- but it was of course too late to pack accordingly, and some luggage entitlement was lost. I am confident that Customer Relations will take appropriate action.
Best wishes.
#2489
Join Date: Jan 2012
Location: Madrid
Programs: IB+ Emerald (Platino), M&M Senator (Gold), Meliá Rewards Platino, NH Platinum
Posts: 436
Hello.
I don´t know if it´s a correct thread. Anyway - is it normal that Lufthansa Customer Service does not reply since September 3rd (!) to my feedbacks regarding a business class travel (and being SEN)?
I don´t know if it´s a correct thread. Anyway - is it normal that Lufthansa Customer Service does not reply since September 3rd (!) to my feedbacks regarding a business class travel (and being SEN)?
#2490
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,242
I'm sorry to hear that you haven't heard back from Customer Relations.
Please share your feedback ID and I will ask my colleagues about an update.
I apologize for the inconvenience caused.
Best regards,
Jonathan