Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines

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Old Jan 8, 13, 7:11 am
  #286  
Company Representative - Lufthansa Airlines
 
Join Date: Aug 2012
Posts: 841
Originally Posted by Grog View Post
I've been waiting on a replacement Senator card since October. I had to surrender mine as it was a combination Senator card and LH Credit Card. I requested a replacement card on 4 occasions. The timeframe told to me is always 4-6 weeks, even though the imprinted, embossed luggage tags take only ten days. I have now received two sets (4) imprinted, embossed luggage tags, but no Senator card.

The current word from LH M&M: if I am flying *Lufthansa only*, I can call LH M&M with the LH booking reference and they will provide me with a letter for that specific flight only. But if I am flying other Star Alliance carriers, I won't be permitted to enter any lounge.

Two questions:

1) Why on Earth does it take so much longer for the embossed Senator card over the embossed luggage tags? They are of the exact same technical quality.
and
2) Is it true that, due to LH's inability to mail a plastic card for the last 4 months, I can't utilize lounges for Star Alliance flights until M&M finally figures out why it can't mail me a plastic card?

Thanks in advance.


Dear Grog, I will gladly follow up with Miles and More as to why the issuance of your Senator Card has still not been processed. May I therefore ask you to please send me the following details via PM: your Senator Card number or Customer number, your full name and your address.

Kind regards,

Isabell
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Old Jan 8, 13, 10:36 am
  #287  
 
Join Date: Aug 2006
Location: World
Programs: Hilton Dia, PC Plat, Accor Plat, Marriott Gold, LH Senator, FB Gold, Hertz 5*
Posts: 38
Dear Lurkers,

I have booked a bonus ticket (LH ticketed and confirmed on UA) ITO-LAX-LAS. Unfortunately UA has changed schedule and the ITO-LAX flight was cancelled and I was rebooked automatically on a day later, unfortunately the rebooking was done only on the first segment = after I arrive to LAX, my connecting flight is already over 12 hours away. Ca 10 calls and email to LH call centre - "we can give you money back, but we cannot rebook the second segment for you on a flight where is no bonus class availability".

- I had a similar issue with Czech airlines - bonus ticket, flight schedule of KE changed so that I would miss my connection and Czech airlines rebooked me on another flight without award inventory (KE) (to J class)
- Delta offers rebooking when the schedule change is larger than one hour
- IATA mentions Involuntary rerouting that justify the change of carrier, routing or class of service if flight is cancelled OR does not operate reasonably in accordance with the schedule (my new flight is 25 hours later) OR an airline causes a passenger to miss a connecting flight on which he holds a confirmed reservation - in that case the costs are given to the carrier that caused the flight irregularity.

In my case I do not want to change routing or carrier, I even have agreed to fly one day later (even though I have already booked cars, hotels etc...), but no one is able to help, always the same “no award availability, we try to send it somewhere, call tomorrow”...

Questions :
- Why other airlines are able to support and LH not? Does LH not follow IATA rules?
- Isn’t it unfair, I can not change the booking at all, but airline can just cancel it, move it, change it anytime without a penalty?
- What shall I do next?

Thanks for support, hope this experience helps also others.
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Old Jan 8, 13, 11:15 am
  #288  
 
Join Date: Nov 2005
Programs: TK E+, BA Gold, HH Gold, SPG Gold
Posts: 713
Originally Posted by honza View Post
I have booked a bonus ticket
What's a bonus ticket?
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Old Jan 8, 13, 11:15 am
  #289  
FlyerTalk Evangelist
 
Join Date: Jan 2005
Location: VCE
Posts: 14,161
Originally Posted by duvin View Post
What's a bonus ticket?
I believe this would be an award ticket.
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Old Jan 8, 13, 11:21 am
  #290  
 
Join Date: Nov 2005
Programs: TK E+, BA Gold, HH Gold, SPG Gold
Posts: 713
Originally Posted by TRAVELSIG View Post
I believe this would be an award ticket.
Oh... The getting money back part threw me off...
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Old Jan 8, 13, 11:25 am
  #291  
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Join Date: Jan 2005
Location: VCE
Posts: 14,161
Originally Posted by duvin View Post
Oh... The getting money back part threw me off...
Good point- probably taxes, fees, and surcharges?
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Old Jan 8, 13, 1:23 pm
  #292  
 
Join Date: Aug 2006
Location: World
Programs: Hilton Dia, PC Plat, Accor Plat, Marriott Gold, LH Senator, FB Gold, Hertz 5*
Posts: 38
Originally Posted by TRAVELSIG View Post
Good point- probably taxes, fees, and surcharges?
yes, its award ticket and money back are the few bugs for taxes, fees and surcharges (which were ca 10 USD).
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Old Jan 8, 13, 3:41 pm
  #293  
 
Join Date: Dec 2008
Location: BRU
Programs: LH SEN
Posts: 97
Dear LH Lurkers,

first: a Happy New Year!

Thanks a lot for all the effort you spend in responding to our inquiries! Please allow me to raise a question as well.

Just now I read that as of middle of 2013 HON Circle Miles may be acquired on flights of Germanwings, Lufthansas Low Cost carrier. However, HON Circle members on intercontinental flights in Econocmy Class are excluded therefrom.

Can you reveal the reasoning behind this decision that makes absolutely no sense to me?

Thank you!

Best regards

Alex
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Old Jan 9, 13, 6:15 am
  #294  
Company Representative - Lufthansa Airlines
 
Join Date: Aug 2012
Posts: 841
Originally Posted by honza View Post
Dear Lurkers,

I have booked a bonus ticket (LH ticketed and confirmed on UA) ITO-LAX-LAS. Unfortunately UA has changed schedule and the ITO-LAX flight was cancelled and I was rebooked automatically on a day later, unfortunately the rebooking was done only on the first segment = after I arrive to LAX, my connecting flight is already over 12 hours away. Ca 10 calls and email to LH call centre - "we can give you money back, but we cannot rebook the second segment for you on a flight where is no bonus class availability".

- I had a similar issue with Czech airlines - bonus ticket, flight schedule of KE changed so that I would miss my connection and Czech airlines rebooked me on another flight without award inventory (KE) (to J class)
- Delta offers rebooking when the schedule change is larger than one hour
- IATA mentions Involuntary rerouting that justify the change of carrier, routing or class of service if flight is cancelled OR does not operate reasonably in accordance with the schedule (my new flight is 25 hours later) OR an airline causes a passenger to miss a connecting flight on which he holds a confirmed reservation - in that case the costs are given to the carrier that caused the flight irregularity.

In my case I do not want to change routing or carrier, I even have agreed to fly one day later (even though I have already booked cars, hotels etc...), but no one is able to help, always the same “no award availability, we try to send it somewhere, call tomorrow”...

Questions :
- Why other airlines are able to support and LH not? Does LH not follow IATA rules?
- Isn’t it unfair, I can not change the booking at all, but airline can just cancel it, move it, change it anytime without a penalty?
- What shall I do next?

Thanks for support, hope this experience helps also others.
Dear honza, I fully understand the frustration that a schedule change brings about. Whereas I can assure you that Lufthansa follows IATA rules, in this particular case the allocation of the award seats are given by UA. If you send me all the booking details with the ticket number per PM, I will gladly look into it and see whether I will be able to assist in any way.

Best regards, Isabell
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Old Jan 9, 13, 6:15 am
  #295  
Company Representative - Lufthansa Airlines
 
Join Date: Aug 2012
Posts: 841
Originally Posted by aengel2 View Post
Dear LH Lurkers,

first: a Happy New Year!

Thanks a lot for all the effort you spend in responding to our inquiries! Please allow me to raise a question as well.

Just now I read that as of middle of 2013 HON Circle Miles may be acquired on flights of Germanwings, Lufthansas Low Cost carrier. However, HON Circle members on intercontinental flights in Econocmy Class are excluded therefrom.

Can you reveal the reasoning behind this decision that makes absolutely no sense to me?

Thank you!

Best regards

Alex

Dear Alex,

Many thanks for the kind words and wishes - I wish you a very happy and successful New Year too!

To your question: with the Miles & More Program adjustments which were implemented on 1. 9. 2012, no HON Circle miles can be collected in economy class on Lufthansa flights. Even though Germanwings is a so-called “One-Class-Product”, the BEST Tariff differentiates itself with substantial additional services (e.g. Meals, Baggage allowance) from the BASIC and SMART Fares. I hope this sheds some more light into the issue.

Best regards,
Isabell
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Old Jan 9, 13, 6:43 am
  #296  
 
Join Date: May 2003
Location: Eurozone
Programs: LH SEN, HH Gold
Posts: 2,806
Originally Posted by LufthansaGermanAirlines View Post
Dear Grog, I will gladly follow up with Miles and More as to why the issuance of your Senator Card has still not been processed. May I therefore ask you to please send me the following details via PM: your Senator Card number or Customer number, your full name and your address.

Kind regards,

Isabell
Dear Isabell,

I have heard the excuses/explanations/reasons from M&M directly. Unless you are offering an expedient delivery, hearing more of the same reasons (or even hearing different reasons) will not be productive or satisfactory.

I would, however, appreciate answers to the two questions I've put forth. These are the issues important to all Senators or FT'ers who might find themselves in a similar situation.

On behalf of anyone who has had to wait near-forever on a replacement LH card, I thank you.

Regards,

Grog
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Old Jan 10, 13, 4:57 am
  #297  
 
Join Date: Mar 2006
Location: FRA
Posts: 516
Originally Posted by LufthansaGermanAirlines View Post
Dear Alex,

Many thanks for the kind words and wishes - I wish you a very happy and successful New Year too!

To your question: with the Miles & More Program adjustments which were implemented on 1. 9. 2012, no HON Circle miles can be collected in economy class on Lufthansa flights. Even though Germanwings is a so-called “One-Class-Product”, the BEST Tariff differentiates itself with substantial additional services (e.g. Meals, Baggage allowance) from the BASIC and SMART Fares. I hope this sheds some more light into the issue.

Best regards,
Isabell
So, now "meals and baggage allowance" are "substantial additional services"... It is really strange how LH is developing....

And in the end, "Best" will be priced like LH C product? Great improvement, LH!
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Old Jan 10, 13, 6:59 am
  #298  
Company Representative - Lufthansa Airlines
 
Join Date: Aug 2012
Posts: 841
Originally Posted by Grog View Post
Dear Isabell,

I have heard the excuses/explanations/reasons from M&M directly. Unless you are offering an expedient delivery, hearing more of the same reasons (or even hearing different reasons) will not be productive or satisfactory.

I would, however, appreciate answers to the two questions I've put forth. These are the issues important to all Senators or FT'ers who might find themselves in a similar situation.

On behalf of anyone who has had to wait near-forever on a replacement LH card, I thank you.

Regards,

Grog

Dear Grog,

I can understand your frustration. Since this is not the normal procedure, I unfortunately am unable to provide a standard explanation to answer your questions. That is why it is important that you provide us with the relevant data, as requested, so we can contact our colleagues for you.

Thank you & best regards
Stefanie
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Old Jan 11, 13, 5:16 am
  #299  
 
Join Date: Sep 2011
Location: BOS
Posts: 491
Dear LH Lurkers,

In December, I flew in C on an itinerary purchased through US Airways (originating in Germany, only two LH segments).

I originally intended to obtain FTL from LH, but decided a week or two before my flights that I'd rather credit them to a different *A partner (A3). I made the change through US, with whom my booking was.

On the day of travel, I noticed that Lufthansa's systems changed it all back to my M&M account. I never asked you to do this. I contacted US Airways while I was underway, and they corrected the US flights. I've reached out to your Twitter team and the normal customer service avenues and your staff has refused to fix their own mistake:

Dear Mr berlinflyer,

Thank you for your email.

Unfortunately, it is not possible to transfer all of the accumulated miles or individual credits from the account of one frequent flyer programme to the account of another. For this reason we cannot comply with your request.

The Miles & More partner airlines look forward to welcoming you aboard again soon.

Sincerely,
Your Miles & More Service Team
This is really quite unacceptable, I was not asking you to transfer miles, but rather, to correct a mistake that Lufthansa made, not me.

I'd appreciate it if you could help me fix this problem...
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Old Jan 11, 13, 8:38 am
  #300  
 
Join Date: Dec 2012
Posts: 2
I give up Lufthansa won.

Similar problem... I have a HKG-MUC LH boarding pass showing the A3 FFP and the miles still got booked to MM. About 10 emails and even though it is clearly not my error LH claim fixing this is not possible. Maybe it is, maybe it isn't but it's difficult to imagine many businesses that are happy to take 20 grand a year off you and then not find a way to fix something that is clearly an error on their side. I've done the only thing you can do in the end - cut up my LH credit card, and booking other airlines wherever possible. It's a shame, years of flying with them and mostly excellent service.



Originally Posted by berlinflyer83 View Post
Dear LH Lurkers,

In December, I flew in C on an itinerary purchased through US Airways (originating in Germany, only two LH segments).

I originally intended to obtain FTL from LH, but decided a week or two before my flights that I'd rather credit them to a different *A partner (A3). I made the change through US, with whom my booking was.

On the day of travel, I noticed that Lufthansa's systems changed it all back to my M&M account. I never asked you to do this. I contacted US Airways while I was underway, and they corrected the US flights. I've reached out to your Twitter team and the normal customer service avenues and your staff has refused to fix their own mistake:



This is really quite unacceptable, I was not asking you to transfer miles, but rather, to correct a mistake that Lufthansa made, not me.

I'd appreciate it if you could help me fix this problem...
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