Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
Jan 18, 2013, 3:58 am
#316
Join Date: Feb 2009
Programs: KLM, Alitalia, Iberia
Posts: 9
no miles for flight
Dear Michaela, Anna, Elke, Vanessa, Fatime and Isabell,
The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.
And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?
We put men on the moon, this shouldn't be anywhere difficult to provide.
It's simply called good customer service.
Btw, great initiative this 3.0!
The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.
And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?
We put men on the moon, this shouldn't be anywhere difficult to provide.
It's simply called good customer service.
Btw, great initiative this 3.0!
I was scammed in the same way... Flight ZRH-BKK-ZRH. Booked under Swiss in S class both ways, but return was operated by Thai, which changed booking class to W, which means 0 miles. With this kind of behavior, airlines can steal as many miles as they want... really unfair for customers...
Jan 18, 2013, 4:05 am
#317
Join Date: Feb 2009
Programs: KLM, Alitalia, Iberia
Posts: 9
Entertainment on 747 - when???
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
Jan 18, 2013, 5:51 am
#318
Join Date: May 2009
Location: SIN (with a bit of ZRH sprinkled in)
Posts: 9,455
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
) - they've by now (almost?) finished retrofitting their 744 airplanes with PTVs, as much I'm aware.And in today's world with 7 hour holding notebook batteries, Galaxy Tabs, Phones which can be fully used as media players, having no PTV doesn't seem THAT bad to me, and certainly wouldn't want me to endure another 6 hours or so in crammed economy class (With pay-for-drink "beer", like on US-American carriers, instead of free flow like on LH)
And then there is even the "book" option available..
And even without PTVs, you still get to watch a movie or two on the overheads (Yes, they're trully old-style, but it can be done.. )
At the moment, only flights to Denver, Los Angeles and Mumbai are shown as having the Non-PTV 744 operating.. (and I'm pretty sure it's not all flights anyway, as it's definitely less than 6 planes left to retrofit)
http://www.lufthansa.com/ch/en/Inflight-Entertainment
Jan 18, 2013, 7:24 am
#319
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear Lurkers
What a difference in Customer Service between the Canadian service team and the Singapore/Australian service teams. The Canadian service team is helpful, full of laughter and joy to speak to and goes out of the way to help me - a SEN member. Whereas the Singapore service team, all they can say is "No. Not our problem. You have to deal with US", "Its not the way we do it here", "Cannot help you", "We are different"...
This really reminds me why I don't like flying on LH out of SIN and to have to deal with the idiots at the M&M desk.. and each time I call, they say that I have called the general reservations line.
I made a reservation with M&M in Canada last night for a booking for tomorrow, ie 19 Jan 2013. The miles have been taken from my account but the ticket has not been issued. I understand that there is 24 hour cancellation option. I call the Singapore line and they said that I cannot cancel or else I will be charged a fee. But I told them that the ticket has not been issued.. and that is when I hear the "we don't have this policy in Singapore".
I will attempt to call the German line in Verl.. but can someone please tell me .. why the announcement is entirely in German with no option to switch to English? I understand "ein bissen" so I press 1 for Reservations I think, and am switched to something else.. and then I hear, "Press 2 for English".. which I do, but then it still continues on in German ! Then of course I am put on hold on end.. with no option to switch to English !
I am losing my SEN status this year.
What a difference in Customer Service between the Canadian service team and the Singapore/Australian service teams. The Canadian service team is helpful, full of laughter and joy to speak to and goes out of the way to help me - a SEN member. Whereas the Singapore service team, all they can say is "No. Not our problem. You have to deal with US", "Its not the way we do it here", "Cannot help you", "We are different"...
This really reminds me why I don't like flying on LH out of SIN and to have to deal with the idiots at the M&M desk.. and each time I call, they say that I have called the general reservations line.
I made a reservation with M&M in Canada last night for a booking for tomorrow, ie 19 Jan 2013. The miles have been taken from my account but the ticket has not been issued. I understand that there is 24 hour cancellation option. I call the Singapore line and they said that I cannot cancel or else I will be charged a fee. But I told them that the ticket has not been issued.. and that is when I hear the "we don't have this policy in Singapore".
I will attempt to call the German line in Verl.. but can someone please tell me .. why the announcement is entirely in German with no option to switch to English? I understand "ein bissen" so I press 1 for Reservations I think, and am switched to something else.. and then I hear, "Press 2 for English".. which I do, but then it still continues on in German ! Then of course I am put on hold on end.. with no option to switch to English !
I am losing my SEN status this year.
I'm really sorry to hear that you apparently received contradictory answers. Would you please send me your booking data via DM so I can have a look? Even if the miles have already been deducted or the ticket has already been issued, there is the possibility to cancel it without a fee up to 24 hours after the confirmation.
I will also forward your feedback regarding the option for English speaking customers when calling the German Service Center.
Vanessa
Jan 18, 2013, 7:25 am
#320
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
Vanessa
Jan 18, 2013, 7:48 am
#321
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.
LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?
thanks!
D-ABVC
D-ABVH
D-ABVN
D-ABVP
D-ABVO
D-ABVR
D-ABVL
D-ABVK
D-ABVS
D-ABVM
D-ABVZ
D-ABVY
D-ABVX
D-ABVT
D-ABTL
D-ABTK
D-ABVU
D-ABTF
D-ABTH
To find out which specific aircraft is operating your flight you can either contact the Service Centers, the Lufthansa Facebook and Twitter accounts and of course us here at Flyertalk. The earliest point to check which aircraft is used for a specific flight ist 6 days before departure.
Vanessa
Jan 18, 2013, 9:57 am
#322
Join Date: Sep 2011
Location: BOS
Posts: 519
I really do appreciate your attempt to contact Miles&More on my behalf, but the reply I received was basically the same as before. I don't know why telling me over and over that the miles were already credit to my M&M account is considered helpful; my request was never a transfer, or a deletion, but for LH to make right their own mistake. Miles&More seems incapable of addressing the problem; and their replies hide behind their service address, which you cannot reply to.
I'm quite frustrated by this ordeal, and I feel that Lufthansa has done wrong. Now, the thing about me is that I'm about as stubborn as your Miles&More staff, so I'll finally get to use my Rechtschutzversicherung for something useful. And I'll be booking as many flights as possible on airberlin. My Star Alliance experiment is over.
berlinflyer83
Jan 20, 2013, 9:57 am
#323
Join Date: Dec 2005
Programs: OW Emerald, *A Gold
Posts: 6,913
Dear fellow FTers,
I just had to delete some posts in this thread which were not in line with the rules. Please consider this post a friendly reminder of the housekeeping rules:
If you have a problem with a certain post or witness a violation of the FT TOS please use the "Alert a moderator to this post" button.
Have a nice day
totti
Moderator M&M forum
I just had to delete some posts in this thread which were not in line with the rules. Please consider this post a friendly reminder of the housekeeping rules:
- Please do not to respond to queries posted by others directed at the lurker
- This thread is flame free, so there are no stupid questions
- The lurker will primarily focus on this thread alone, so if you want to attract their attention to a hot topic, please feel free to post a pointer in this thread
- If a certain topic evolves into a discussion, please alert the mods so we can split off the discussion into a separate thread
- The Lurker(s) are regular members of FT, so off topic comments about them, post stalking etc etc will be dealt with as per the FT TOS.
If you have a problem with a certain post or witness a violation of the FT TOS please use the "Alert a moderator to this post" button.
Have a nice day
totti
Moderator M&M forum
Jan 21, 2013, 7:15 am
#324
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Hello Vanessa, Stefanie, et al.,
I really do appreciate your attempt to contact Miles&More on my behalf, but the reply I received was basically the same as before. I don't know why telling me over and over that the miles were already credit to my M&M account is considered helpful; my request was never a transfer, or a deletion, but for LH to make right their own mistake. Miles&More seems incapable of addressing the problem; and their replies hide behind their service address, which you cannot reply to.
I'm quite frustrated by this ordeal, and I feel that Lufthansa has done wrong. Now, the thing about me is that I'm about as stubborn as your Miles&More staff, so I'll finally get to use my Rechtschutzversicherung for something useful. And I'll be booking as many flights as possible on airberlin. My Star Alliance experiment is over.
berlinflyer83
I really do appreciate your attempt to contact Miles&More on my behalf, but the reply I received was basically the same as before. I don't know why telling me over and over that the miles were already credit to my M&M account is considered helpful; my request was never a transfer, or a deletion, but for LH to make right their own mistake. Miles&More seems incapable of addressing the problem; and their replies hide behind their service address, which you cannot reply to.
I'm quite frustrated by this ordeal, and I feel that Lufthansa has done wrong. Now, the thing about me is that I'm about as stubborn as your Miles&More staff, so I'll finally get to use my Rechtschutzversicherung for something useful. And I'll be booking as many flights as possible on airberlin. My Star Alliance experiment is over.
berlinflyer83
Jan 21, 2013, 1:14 pm
#325
Join Date: Dec 2011
Location: Travelling EMEA
Programs: LH SEN*2
Posts: 798
Dear LH Crew,
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
Jan 22, 2013, 5:49 am
#326
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear LH Crew,
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
I just contacted my colleagues and will get back to you as soon as I receive an answer.
Best
Stefanie
Jan 22, 2013, 2:25 pm
#327
Join Date: Feb 2008
Posts: 1
Vanishing M&M Miles
I have carried roughly 150,000 miles at LH M&M for quite some time. Since I don't travel on LH often, I also have a Barclays MasterCard for which I pay a fee to prevent loss of miles. I just checked my account balance and discovered that 135,557 points were deducted from the account on Jan 1 as "Unused award miles over 3 years old." 
I contacted M&M and got a canned response essentially saying "hard luck!" because I had not used the credit card in a few months.
Is there any way of getting those miles back?
I contacted M&M and got a canned response essentially saying "hard luck!" because I had not used the credit card in a few months.Is there any way of getting those miles back?
Jan 23, 2013, 5:21 am
#328
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
I have carried roughly 150,000 miles at LH M&M for quite some time. Since I don't travel on LH often, I also have a Barclays MasterCard for which I pay a fee to prevent loss of miles. I just checked my account balance and discovered that 135,557 points were deducted from the account on Jan 1 as "Unused award miles over 3 years old." I contacted M&M and got a canned response essentially saying "hard luck!" because I had not used the credit card in a few months.
Is there any way of getting those miles back?
I contacted M&M and got a canned response essentially saying "hard luck!" because I had not used the credit card in a few months.Is there any way of getting those miles back?
I am very sorry about the lost of 135,557 miles.
Award miles remain valid for 36 months from the date of the activity and expire — if they have not been used — at the end of the quarter. Members who have achieved Frequent Traveller, Senator or HON Circle Member status or who have a German Lufthansa Miles & More Credit Card* are not affected by this mileage expiry deadline.
(*For customers with an international Miles & More Credit Card special terms and conditions apply.)
I empathise with your situation, but there is really nothing we can do in this case.
Best,
Fatime
Jan 23, 2013, 5:22 am
#329
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,260
Dear LH Crew,
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
concerning to reservation mails, I have a black berry torch and all reservation mails from LH are not readable for some reasons, they show a blank screen and attachments called ?application/x-rimdevicecalendar, if I try to open that, it alerts that "this attachment type cannot be viewed on your device". Mails about check-in are normally readable in html.
I had for some time as a trial for that problem the LH app installed, but that did not solve the problem, so I had to remove it. (I anyway have to keep the phone app free for security reasons).
Thank you for your time, Bernie2012
the described problem was unknown to my colleagues so far. The specific department was able to understand the problem with a BlackBerry Torch and is now analyzing the causes and looking for solutions.
Thank you for the feedback!
Fatime
Jan 23, 2013, 6:53 am
#330
Join Date: Dec 2011
Location: Travelling EMEA
Programs: LH SEN*2
Posts: 798
, the software is up to date, it has on itselves only basic factory installed software and only everything else regarding "free" social networking spyware is removed (twitter, facebook, youtube, google and all that stuff, all BB OS functions are there untouched, we checked that).Bernie