Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
May 10, 2023, 3:53 am
#2896
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Hallo Jens, habe ich eben gemacht. Leider mussten sie das ganze stornieren, weil mein Koffer tatsächlich nur bis Houston gebucht war!
Die Dame am Telefon hat mir erzählt, dass es sogar billiger ist, den Koffer am Flughafen abzugeben - bei der Strecke Frankfurt - Austin kostet es nur 65 EUR statt 90 EUR. Können Sie das bestätigen?
Viele Grüße,
Shaun
Die Dame am Telefon hat mir erzählt, dass es sogar billiger ist, den Koffer am Flughafen abzugeben - bei der Strecke Frankfurt - Austin kostet es nur 65 EUR statt 90 EUR. Können Sie das bestätigen?
Viele Grüße,
Shaun
Best regards,
Rita
May 16, 2023, 9:31 am
#2898
Join Date: Oct 2017
Location: In transit
Programs: AF/KL BA GF EK EY LH QR
Posts: 587
Dear LH Lurker(s),
Following a complaint about a recent C flight from JNB to FRA with an in-op entertainment system (and no alternative seat available), I just received the following CS response, which I can only assume is meant as a joke, as it doesn’t address the issue, is condescending and appallingly written. Or is this actually the level of response customers should expect from LH???Dear xxx
We apologies for inconvenience regarding your seat. The situation described certainly does not meet the high standards Lufthansa sets for customer service.
It is our aim to be there for our passengers at all times, not only when they are our guests on board or at the airport. Our service should always be a knowledgeable and competent point of contact for you. Your satisfaction is the criteria by which our work is measured. Lufthansa has developed exceptionally high standards for the selection and training of our staff which are intended to ensure the highest levels of professionalism and friendliness.
We can certainly understand that being assigned a specific seat makes a significant difference to a passenger’s comfort on board. Every effort is made to honour such preferences. It is regrettable that you were not able to enjoy your trip in the manner you had hoped. As per the Lufthansa policies we are unable to pay regarding for your concern.
Therefore, we apologise for the situation you experienced, and thank you for bringing it to our attention. This provides us with an opportunity to investigate the root causes and ensure that your experience remains an exception.
We hope that you will give us the opportunity to provide you with an entirely positive Lufthansa experience in the future.
Sincerely,
xxx
Following a complaint about a recent C flight from JNB to FRA with an in-op entertainment system (and no alternative seat available), I just received the following CS response, which I can only assume is meant as a joke, as it doesn’t address the issue, is condescending and appallingly written. Or is this actually the level of response customers should expect from LH???Dear xxx
We apologies for inconvenience regarding your seat. The situation described certainly does not meet the high standards Lufthansa sets for customer service.
It is our aim to be there for our passengers at all times, not only when they are our guests on board or at the airport. Our service should always be a knowledgeable and competent point of contact for you. Your satisfaction is the criteria by which our work is measured. Lufthansa has developed exceptionally high standards for the selection and training of our staff which are intended to ensure the highest levels of professionalism and friendliness.
We can certainly understand that being assigned a specific seat makes a significant difference to a passenger’s comfort on board. Every effort is made to honour such preferences. It is regrettable that you were not able to enjoy your trip in the manner you had hoped. As per the Lufthansa policies we are unable to pay regarding for your concern.
Therefore, we apologise for the situation you experienced, and thank you for bringing it to our attention. This provides us with an opportunity to investigate the root causes and ensure that your experience remains an exception.
We hope that you will give us the opportunity to provide you with an entirely positive Lufthansa experience in the future.
Sincerely,
xxx
May 17, 2023, 6:21 am
#2899
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Dear LH Lurker(s),
Following a complaint about a recent C flight from JNB to FRA with an in-op entertainment system (and no alternative seat available), I just received the following CS response, which I can only assume is meant as a joke, as it doesn’t address the issue, is condescending and appallingly written. Or is this actually the level of response customers should expect from LH???Dear xxx
We apologies for inconvenience regarding your seat. The situation described certainly does not meet the high standards Lufthansa sets for customer service.
It is our aim to be there for our passengers at all times, not only when they are our guests on board or at the airport. Our service should always be a knowledgeable and competent point of contact for you. Your satisfaction is the criteria by which our work is measured. Lufthansa has developed exceptionally high standards for the selection and training of our staff which are intended to ensure the highest levels of professionalism and friendliness.
We can certainly understand that being assigned a specific seat makes a significant difference to a passenger’s comfort on board. Every effort is made to honour such preferences. It is regrettable that you were not able to enjoy your trip in the manner you had hoped. As per the Lufthansa policies we are unable to pay regarding for your concern.
Therefore, we apologise for the situation you experienced, and thank you for bringing it to our attention. This provides us with an opportunity to investigate the root causes and ensure that your experience remains an exception.
We hope that you will give us the opportunity to provide you with an entirely positive Lufthansa experience in the future.
Sincerely,
xxx
Following a complaint about a recent C flight from JNB to FRA with an in-op entertainment system (and no alternative seat available), I just received the following CS response, which I can only assume is meant as a joke, as it doesn’t address the issue, is condescending and appallingly written. Or is this actually the level of response customers should expect from LH???Dear xxx
We apologies for inconvenience regarding your seat. The situation described certainly does not meet the high standards Lufthansa sets for customer service.
It is our aim to be there for our passengers at all times, not only when they are our guests on board or at the airport. Our service should always be a knowledgeable and competent point of contact for you. Your satisfaction is the criteria by which our work is measured. Lufthansa has developed exceptionally high standards for the selection and training of our staff which are intended to ensure the highest levels of professionalism and friendliness.
We can certainly understand that being assigned a specific seat makes a significant difference to a passenger’s comfort on board. Every effort is made to honour such preferences. It is regrettable that you were not able to enjoy your trip in the manner you had hoped. As per the Lufthansa policies we are unable to pay regarding for your concern.
Therefore, we apologise for the situation you experienced, and thank you for bringing it to our attention. This provides us with an opportunity to investigate the root causes and ensure that your experience remains an exception.
We hope that you will give us the opportunity to provide you with an entirely positive Lufthansa experience in the future.
Sincerely,
xxx
I am sorry if you are having the impression that Customer Relations did not address your complaint accordingly. Please understand that we don't have any influence on the decisions made by our colleagues. If you would like to have your complaint reviewed again, then please get back to Customer Relations with your initial feedback as reference and ask them to have another look into it.
Best regards,
Jens
May 29, 2023, 2:51 pm
#2900
Join Date: Aug 2011
Location: CDG
Programs: SK Gold, AF Gold, Marriott Platinum
Posts: 3,730
Dear LH Lurkers,
I requested my passenger receipt for a flight taken in November 2022 on 2nd May. The website promised a response within 5 working days, but I still haven't received it. I have written to customer support, who promised that their colleagues would get back to me in another 5 working days - never happened. Feedback ID is 37449971.
I have broken all deadlines for sending the passenger receipt to my employer. Could you check on what's taking so long and send feedback to whom it may concern that these delays are inexcusable?
I requested my passenger receipt for a flight taken in November 2022 on 2nd May. The website promised a response within 5 working days, but I still haven't received it. I have written to customer support, who promised that their colleagues would get back to me in another 5 working days - never happened. Feedback ID is 37449971.
I have broken all deadlines for sending the passenger receipt to my employer. Could you check on what's taking so long and send feedback to whom it may concern that these delays are inexcusable?
May 30, 2023, 5:47 am
#2901
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Dear LH Lurkers,
I requested my passenger receipt for a flight taken in November 2022 on 2nd May. The website promised a response within 5 working days, but I still haven't received it. I have written to customer support, who promised that their colleagues would get back to me in another 5 working days - never happened. Feedback ID is 37449971.
I have broken all deadlines for sending the passenger receipt to my employer. Could you check on what's taking so long and send feedback to whom it may concern that these delays are inexcusable?
I requested my passenger receipt for a flight taken in November 2022 on 2nd May. The website promised a response within 5 working days, but I still haven't received it. I have written to customer support, who promised that their colleagues would get back to me in another 5 working days - never happened. Feedback ID is 37449971.
I have broken all deadlines for sending the passenger receipt to my employer. Could you check on what's taking so long and send feedback to whom it may concern that these delays are inexcusable?
I am sorry to hear that it is taking so long for my colleagues to send the passenger receipt. I have forwarded your enquiry and have asked them to process this immediately.
I do hope the passenger receipt will now be on its way to you without any further delay.
Best regards
Birgit
Jun 4, 2023, 11:55 am
#2902
Join Date: Mar 2007
Location: MUC
Programs: LH SEN, SQ Gold
Posts: 479
Check-in for US-bound flight with child
Hello LH,
For the past several months (at least, possibly longer) there seems to be a weird OLCI bug:
I am booked in F with my son to the US tomorrow, and our booking is enriched with all required information for check-in.
Yet both the (abysmal) app as well as the web-based check-in process demands a visa to be provided for my son, despite he is a German citizen with a valid ESTA.
No workaround possible, the F customer support line could not help either, other than redirecting us to check in tomorrow in person.
Any idea why this keeps happening? Several friends of mine ran into the same issue over the past couple of months.
Thanks!
For the past several months (at least, possibly longer) there seems to be a weird OLCI bug:
I am booked in F with my son to the US tomorrow, and our booking is enriched with all required information for check-in.
Yet both the (abysmal) app as well as the web-based check-in process demands a visa to be provided for my son, despite he is a German citizen with a valid ESTA.
No workaround possible, the F customer support line could not help either, other than redirecting us to check in tomorrow in person.
Any idea why this keeps happening? Several friends of mine ran into the same issue over the past couple of months.
Thanks!
Jun 4, 2023, 4:39 pm
#2903
Join Date: Aug 2011
Location: CDG
Programs: SK Gold, AF Gold, Marriott Platinum
Posts: 3,730
Hi goijko88,
I am sorry to hear that it is taking so long for my colleagues to send the passenger receipt. I have forwarded your enquiry and have asked them to process this immediately.
I do hope the passenger receipt will now be on its way to you without any further delay.
Best regards
Birgit
I am sorry to hear that it is taking so long for my colleagues to send the passenger receipt. I have forwarded your enquiry and have asked them to process this immediately.
I do hope the passenger receipt will now be on its way to you without any further delay.
Best regards
Birgit
Unfortunately no one has reached out to me even after your intervention. It has now been more than a month that I've been waiting for the passenger receipt. Truly shocking.
Jun 5, 2023, 5:41 am
#2904
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Hello TT-Jones,
I'm sorry to hear that you were not able to check in online. In order to assist you, can you please send us a private message with your booking code and full passenger name? I will then be able to forward your request to the relevant department for clarification. Apologies for the inconvenience.
Best regards,
Giulia
I'm sorry to hear that you were not able to check in online. In order to assist you, can you please send us a private message with your booking code and full passenger name? I will then be able to forward your request to the relevant department for clarification. Apologies for the inconvenience.
Best regards,
Giulia
Jun 5, 2023, 5:42 am
#2905
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Hello gojko88,
I'm sorry to hear that you are still waiting for the passenger receipt. I forwarded your request again to the responsible department, and they will send an unencrypted email with the passenger receipt in the next few working days to you.
Best regards,
Giulia
I'm sorry to hear that you are still waiting for the passenger receipt. I forwarded your request again to the responsible department, and they will send an unencrypted email with the passenger receipt in the next few working days to you.
Best regards,
Giulia
Jun 13, 2023, 1:38 pm
#2906
Join Date: Apr 2011
Programs: Airpoints, HHONORS GOLD VIP, Aclub Gold
Posts: 770
Hello LH Lurkers..!
Since LH confirmed a payment is due to me after a missed connection, I've been ghosted. They were quick to confirm the payment and ask for my bank details but now nothing. I've emailed for updates plus filles out the form for information from the website but no one now wants to reply.
It's been a number of weeks now and I would like an update on when payment is due please?
Thanks. I will send pnr and the feedback id via DM.
Since LH confirmed a payment is due to me after a missed connection, I've been ghosted. They were quick to confirm the payment and ask for my bank details but now nothing. I've emailed for updates plus filles out the form for information from the website but no one now wants to reply.
It's been a number of weeks now and I would like an update on when payment is due please?
Thanks. I will send pnr and the feedback id via DM.
Jun 13, 2023, 2:43 pm
#2907
Join Date: Aug 2011
Location: CDG
Programs: SK Gold, AF Gold, Marriott Platinum
Posts: 3,730
Hello gojko88,
I'm sorry to hear that you are still waiting for the passenger receipt. I forwarded your request again to the responsible department, and they will send an unencrypted email with the passenger receipt in the next few working days to you.
Best regards,
Giulia
I'm sorry to hear that you are still waiting for the passenger receipt. I forwarded your request again to the responsible department, and they will send an unencrypted email with the passenger receipt in the next few working days to you.
Best regards,
Giulia
Jun 14, 2023, 7:41 am
#2908
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Hello LH Lurkers..!
Since LH confirmed a payment is due to me after a missed connection, I've been ghosted. They were quick to confirm the payment and ask for my bank details but now nothing. I've emailed for updates plus filles out the form for information from the website but no one now wants to reply.
It's been a number of weeks now and I would like an update on when payment is due please?
Thanks. I will send pnr and the feedback id via DM.
Since LH confirmed a payment is due to me after a missed connection, I've been ghosted. They were quick to confirm the payment and ask for my bank details but now nothing. I've emailed for updates plus filles out the form for information from the website but no one now wants to reply.
It's been a number of weeks now and I would like an update on when payment is due please?
Thanks. I will send pnr and the feedback id via DM.
I have responded to you via DM. The payment process should be finalized any day now.
Best regards,
Katharina
Jun 14, 2023, 7:42 am
#2909
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,264
Giulia forwarded your request to be sent the passenger receipt last week, as promised, and followed our Service Center's internal procedure. As this may take a bit longer than expected, I can only ask you for a little bit more patience. We have done the needful. Thank you!
Katharina
Jun 15, 2023, 4:12 pm
#2910
Join Date: Apr 2011
Programs: Airpoints, HHONORS GOLD VIP, Aclub Gold
Posts: 770