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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)

LufthansaGermanAirlines Oct 23, 12 6:55 am


Originally Posted by SAN 1K (Post 19547971)
Dear LH Lurkers,
Thanks to LH for another excellent in-flight first-class experience, this time from FRA (new z gate) to IAH on the 380. My first 380 first-class trip and everything on board was wonderful. The problems were before and after the flight.
As to the before issue, boarding at the new Z gate was a mess. After a very long walk from the lounge, I experienced a huge aggressive crowd at the gate. There were no stanchions or other devices to provide a separated area for premium boarding. How could that be in a brand new terminal?
As to the after issue, the checked bag delivery at IAH was most problematic. The staff delivered all the IAH destination bags first, premium and non-premium. Then finally started the connecting passenger bags. This makes no sense, as connecting passengers are inherently in a rush. But the staff at the baggage area told me that it is always done this way! I made my connection with much stress. But many others were not as fortunate.
Feel free to PM me if you need more detail.
Thanks.


Hi San 1K, thank you for sharing your experiences with us - the good and the bad one! I would like to forward your impression of the flight itself to our crew who will be happy to hear this. I will also forward your feedback regarding the new gate and luggage procedure to the specific stations. Would you please send me more details (i. e. flight number, flight date) here? http://f.lh.com/zVHQ. Thank you very much.

Fatime

LufthansaGermanAirlines Oct 23, 12 6:56 am


Originally Posted by ded0r (Post 19548342)
Dear LH Lurkers,

first of all thank you for your efforts in establishing and maintaining this channel of direct communication. As far as I have seen you have been able to resolve quite a few issues of other users.

Two weeks ago, I came back from MEX to FRA via IAH on LH441 arriving on October 7. My baggage got stuck in IAH and I did not receive it until October 10. Unfortunately in the meantime I was required to buy clothes and toiletries.
As per the rules I know that I am untitled to 50% of reimbursement for clothes and 100% for necessary toiletry items. The remaining 50% will be covered by my coporate insurance. However, they have asked me to send the original receipts otherwise they will not be able to reimburse me. Thus, I have asked LH if it is possible to send the copies only or signing a binding letter that I agree to not file any other reimbursement claims with these receipts. I have heard that LH used this procedure in similar cases.

I've contacted LH via email (Feedback ID 21732538), but have not received an answer so far. The reason why I am forwarding this to you is that my insurance gave me a deadline to file the claim which is due on October 30.

I would appreciate if you could look into my case.

Many thanks in advance.

Best regards

Dear dedOr, I will contact my colleagues from Customer Relation regarding this issue. As soon as I have more information, I'll get back to you!

Fatime

Marr3wk Oct 23, 12 11:58 am


Originally Posted by LufthansaGermanAirlines (Post 19518521)
Dear Marr3wk, I have received the following interim reply from my colleagues that there seems to be a problem with the Mileage bargain alltogether. As soon as I have more information, I will let you know. Best regards, Isabell

Any news on this?

TRAVELSIG Oct 23, 12 4:16 pm

evoucher expiry dates?
 
Dear Lurkers,
Thank you kindly for participating in this thread.
I have a question for you regarding e-voucher expiry dates- my understanding is that evouchers now have an expiry period- is there a way to view the expiry date of the evouchers on the M&M portal? If yes- could you please explain how?

If no- can you please advise as to the best way to monitor evoucher expiry dates?

Kind Regards,

TRAVELSIG

SAN 1K Oct 23, 12 8:48 pm


Originally Posted by LufthansaGermanAirlines (Post 19549043)
Hi San 1K, thank you for sharing your experiences with us - the good and the bad one! I would like to forward your impression of the flight itself to our crew who will be happy to hear this. I will also forward your feedback regarding the new gate and luggage procedure to the specific stations. Would you please send me more details (i. e. flight number, flight date) here? http://f.lh.com/zVHQ. Thank you very much.

Fatime

LH440 on Friday October 19th.
Thanks.

LufthansaGermanAirlines Oct 24, 12 8:20 am


Originally Posted by TRAVELSIG (Post 19552556)
Dear Lurkers,
Thank you kindly for participating in this thread.
I have a question for you regarding e-voucher expiry dates- my understanding is that evouchers now have an expiry period- is there a way to view the expiry date of the evouchers on the M&M portal? If yes- could you please explain how?

If no- can you please advise as to the best way to monitor evoucher expiry dates?

Kind Regards,

TRAVELSIG

Dear Travelsig,
let me list the rules regarding this as following:

- eVouchers accrued up to 30 June 2010 will remain valid for a further 36 months and will not expire until 1 July 2013.

- eVouchers accrued between 1 July 2010 and 30 March 2011 likewise will not expire until 1 July 2013 and therefore have a validity of up to 36 months.

- All eVouchers accrued from 1 April 2011 onwards will be valid for 24 months.

To find out when a specific eVoucher will expire you actually have to check the accrual date of that voucher in your account statement. For example if you have received one on 12th of April 2011 you know that it will be valid till 12th of April 2013.

Hope this helps!

All the best, Fatime

LufthansaGermanAirlines Oct 24, 12 8:22 am


Originally Posted by SAN 1K (Post 19553738)
LH440 on Friday October 19th.
Thanks.

Great, thanks! I have just forwarded it.

Fatime

LufthansaGermanAirlines Oct 24, 12 8:25 am


Originally Posted by Marr3wk (Post 19550821)
Any news on this?

Hi Marr3wk, I have just received the information that several tests were succesful so the promotion should be working now. Please let us know if it still doesn't.
Regards, Vanessa

Milla Oct 25, 12 6:53 am

Hello Team !
This a great initiative.
I am an FTL and I fly regularly between LHR and FRA , since the spin off of BMI there has been no lounge facilites for FTL in LHR , can you tell me if this will continue to be the case ? i have just requalified and will start to qualify with BA for the future if this situation does not improve , the lounge in LHR was the best perk of being an FTL for me...

Many thanks
M

nrjanga Oct 25, 12 10:34 am


Originally Posted by LufthansaGermanAirlines (Post 19555989)
Great, thanks! I have just forwarded it.

Fatime

One more to add to this request, but a slight variation.

I was on the same LH440 on Oct 20th from FRA-IAH. The LH agents announced that the bags would arrive on two different belts, one for terminating passengers in Houston and one for connecting flights.

I had a connecting flight and waited until the last bag arrived only to find that my bags were delivered on the different belt, not sure if it had anything to do with the premium passenger tags.

Anyway I missed my connection because of this and arrived home 3 hours later than I would have if they informed us correctly. LH would not help me with anything that could have helped my transfer a bit quicker at houston.

It would be nice if they fix this miscommunication issue.

TRAVELSIG Oct 26, 12 2:14 am


Originally Posted by LufthansaGermanAirlines (Post 19555976)
Dear Travelsig,
let me list the rules regarding this as following:

- eVouchers accrued up to 30 June 2010 will remain valid for a further 36 months and will not expire until 1 July 2013.

- eVouchers accrued between 1 July 2010 and 30 March 2011 likewise will not expire until 1 July 2013 and therefore have a validity of up to 36 months.

- All eVouchers accrued from 1 April 2011 onwards will be valid for 24 months.

To find out when a specific eVoucher will expire you actually have to check the accrual date of that voucher in your account statement. For example if you have received one on 12th of April 2011 you know that it will be valid till 12th of April 2013.

Hope this helps!

All the best, Fatime

Thank you for the updates. Given there are no longer printed account statements- can you advise as to the most effective way to check this? Is there any plan for example to display online the expiry dates (such as DL does)?

LufthansaGermanAirlines Oct 26, 12 6:30 am


Originally Posted by Milla (Post 19562328)
Hello Team !
This a great initiative.
I am an FTL and I fly regularly between LHR and FRA , since the spin off of BMI there has been no lounge facilites for FTL in LHR , can you tell me if this will continue to be the case ? i have just requalified and will start to qualify with BA for the future if this situation does not improve , the lounge in LHR was the best perk of being an FTL for me...

Many thanks
M


Hi Milla, I have forwarded your question to the respective department and will get back to you as soon as they reply. Regards, Vanessa

LufthansaGermanAirlines Oct 26, 12 6:31 am


Originally Posted by nrjanga (Post 19563588)
One more to add to this request, but a slight variation.

I was on the same LH440 on Oct 20th from FRA-IAH. The LH agents announced that the bags would arrive on two different belts, one for terminating passengers in Houston and one for connecting flights.

I had a connecting flight and waited until the last bag arrived only to find that my bags were delivered on the different belt, not sure if it had anything to do with the premium passenger tags.

Anyway I missed my connection because of this and arrived home 3 hours later than I would have if they informed us correctly. LH would not help me with anything that could have helped my transfer a bit quicker at houston.

It would be nice if they fix this miscommunication issue.


Hi nrjanga, I'm sorry to hear that this miscommunication caused a disruption of your journey! I have forwarded your feedback to IAH station. Regards, Vanessa

LufthansaGermanAirlines Oct 26, 12 6:32 am


Originally Posted by TRAVELSIG (Post 19567871)
Thank you for the updates. Given there are no longer printed account statements- can you advise as to the most effective way to check this? Is there any plan for example to display online the expiry dates (such as DL does)?


Hi TRAVELSIG, with an updated version of the Miles & More website a new feature will show how many evouchers will expire. Unfortunately this feature probably won't be introduced before April 2013. Regards, Vanessa

TRAVELSIG Oct 26, 12 6:33 am


Originally Posted by LufthansaGermanAirlines (Post 19568568)
Hi TRAVELSIG, with an updated version of the Miles & More website a new feature will show how many evouchers will expire. Unfortunately this feature probably won't be introduced before April 2013. Regards, Vanessa

2013 is good. Thanks for the updates.

Admiral Ackbar Oct 27, 12 4:57 pm

Hello, I have a question regarding the service my in-laws got on board LH474 MUC-YUL last friday. Before I start, I am not trying to assign blame as I was not there and every flight I have flown on LH has been decent (at worst) and very good (at best) when it comes to LH, this is what surprised me the most about their story. I am also very aware that I only got one side of the story. I am merely trying to see what expectations one should have when boarding an LH flight.

My in-laws were travelling with their 2 daughters aged 4 and 2. The 2-year old suffers from a genetic disease called Congenital Adrenal Hyperplasia. Normally, this condition, if treated right after birth, results in a perfectly normal child. There are, however, situations where this condition requires immediate attention. The parents informed the FA that the child had a rare genetic condition. This will be relevant later.

About 3/4 of the way into the flight, the 2 year old was squirming in her fathers arms as he was walking her up and down the aisle since she was not sleeping. She fell out and hit her head on an armrest and opened up a pretty severe gash on her forehead. I know head wounds often look worse than they are and parents tend to over-react but what happened next is what puzzles me, and I hope someone can enlighten me.

When they asked a FA for a bandage from the first aid kit, the FA replied they had no bandages and that ice and a towel would do. So that is what the parents did but the bleeding did not stop. They then pleaded with the FA to ask if there was a doctor on board, they did and a women doctor came up to check the situation out. She was informed of the childs condition and asked to see the first aid kit. She was shocked to discover that there was no disinfectant (only anti-bacterial gel which was useless in this situation) and no bandages anywhere on the plane. She managed to get a steri-strip from a passenger(!) and dressed the wound properly.

Once again, I would like to reiterate that this was just a nasty cut to the forehead and not life-threatening, but they found all the crew to be quite cold and unconcerned for the health of a 2 year-old. What happened next is the kicker, because of her condition, she loses salt if she gets to excited (which she was after falling, obviously) so her mom has to prepare an electrolyte solution. She went back to the galley to have some space and prepare the solution when a male FA rudely told her that she was in the way (no meals were being served or prepared) and she should leave. The mother was in shock until another FA (female) came and told her "don't mind him he is having a bad day, stay here"

Needless to say, we are quite puzzled at the lack of concern, rudeness and overall coldness of the crew and apparent lack of basic medical supplies on a TATL flight. I contrasted this with a recent AF flight where I got lightheaded and dizzy in Y and I immediately had 2 FA's around me asking me questions, offering me orange juice and water. They also coolled down the cabin since I was sweating. After 5 minutes and some fluids I felt fine, but I appreciated the concern shown to a 42-year old man feeling dizzy. I would like to think a bleeding 2-year old would get some attention, but not on this flight.

They are not looking for anything special, they just want to understand what their expectations should be when flying LH and should they carry their own basic first aid kit when flying. They all assumed that the first aid kit found on a plane would be at least as equipped as one you can have for your home.

Thanks for any light you can shed on this matter.

jog Oct 28, 12 2:58 am

Cabin Lost Property at FRA
 
Dear Lurkers,
I recently left my camera on my business class seat after arriving from a long haul flight (LH733 PVG-FRA) in the early morning (16.10.12, 5.30am) and although I noticed this right after leaving the plane, the processes at Lufthansa prevented me from getting the camera back which now seems to be lost forever. I posted my frustration with the details here already.

The longer I think about it (because I miss my vacation pictures), the more I get frustrated with the customer service processes of Lufthansa I experienced in this case.

Everyone (bagagge tracing, service centre, lounge) simply hands you a business card with the email of the lost&found department (it does not even have a phone number). No one is able to contact them directly, no one is willing to contact anyone with access to the aircraft. All answers you get is "go home" and wait if the cleaning staff finds the lost item and it gets registered in the system.

I had an exact description where the camera was, but there was no one interested in taking this while the camera was still in eaxactly this location and the aircraft was still at the gate. There was no way to send this crucial information to someone with access to the cabin like the cleaning staff or someone else responsible for the aircraft while it still was uncleaned in FRA (It is still a mystery to me why the camera has not been found since it was right there on the seat, but my best assumption by now is that the schedules for the cleaners are just too tight and registration processes for lost items might be too cumbersome such that they just disposed the camera...).

For sure it is easy for LH since they can simply say that it was my own fault and other airlines might not be better in this respect (my photos are not their problem...). Still, things like this must happen plenty of times per day, just see Oliver's posts in the same thread. Thus, I expect a better customer service from LH here, at least for premium class customers with status at LH's main hub. The frustration about this event alone (as said before, it feels like robbery), resulted in me booking the three flights I made since then (prime-time DUS-MUC) with Air Berlin instead. Hence, I highly recommend looking at this process again from a customer service point of view.

asimha Oct 29, 12 8:45 am

Dear LH Team, my latest experience yesterday is posted below for your kind comments.

I call this "The 10 hour trip to ... nowhere !"

Flying with a colleague (both SEN and flying business class, > CHF 5'000 per ticket) and due to a technical problem yesterday (Sunday) in Geneva on flight LH1229 we left at 08:35 instead of 07:00 and arrived in FRA at 09:36.

Our connecting flight to Chennai (MAA) LH758 left FRA at 10:07. We therefore had 31 minutes to catch the flight.

Some passengers were taken by bus from our parking space to another flight but not us.

Instead, as there was not one single LH representative (this is Frankfurt not a remote island in the Pacific!) to assist us on arrival, we had to exit and queue for over 2 hours (counters were under-staffed) to no avail. Finally I checked with the First Class counter, managed to get in line only to be told we had already been re-booked on Monday's (today) flight and that we should spend 24 hours waiting in Frankfurt.

There were surely other options via Bombay or Bangalore but since time was against us due to the queuing and arguing ... we had no choice but to fly back to GVA and reschedule our meetings.

No assistance was given by LH, not even a text message although this is advertised all over the airport ("Give us your mobile number and we'll keep you informed" !!!). My mobile number was in the booking and confirmed by LH when I received the check-in email the day before.

Technical problems do happen and must be resolved for flight security. Not taking care of your passengers is another story.

So my Sunday non-trip was 10 hours wasted (door-to-door) for nothing except queuing in Frankfurt. Nice way to spend a Sunday ...

Meanwhile I have:

1) complained via the website (FB-ID 21746688) incl. claiming for the hotel reservations that we had to cancel and pay for
2) asked our TA to rebook these flights for another date and they are not even sure that LH will actually reimburse the original tickets!

Is this is way to treat high-revenue passengers? Honestly I find this behaviour appalling and unacceptable and I wonder how many weeks will go by before I see a response from Customer Service?

Seriously? :td:

asimha Oct 30, 12 12:23 am

I laughed this morning when I received an email from LH asking me if I wanted to checkin for my return flight from Chennai since ... I never got there in the first place -:)

asimha Oct 31, 12 12:19 am

Day 3: So far seems LH has agreed to reimburse our TA and reissue the tickets for end of November. Still no personal contact or email response but I guess LH Customer Service are flooded due to the US cancellations ... since our friendly Lurkers have not posted since Oct 26th - Apart from the obvious bad treatment for which there must be an explanation, should I expect some form of compensation under EU261 ?

LufthansaGermanAirlines Oct 31, 12 5:34 am


Originally Posted by FollowTheSun (Post 19521660)
Dear Lurkers,
I wondered when your A380s will get equipped with the new business class seats? Is this going to happen this winter? I think it is a shame that the A380s have been equipped with the outdated C product, but hope that they will get the new seats soon. Hope you have positive news for me!
Best regards!


I finally received an answer from the respective department! The retro-fitting will presumably start with the winter schedule 2013, all A380s will be gradually equipped with the new Business Class.
Vanessa

LufthansaGermanAirlines Oct 31, 12 5:35 am


Originally Posted by newbie elite (Post 19577063)
Hello, I have a question regarding the service my in-laws got on board LH474 MUC-YUL last friday. Before I start, I am not trying to assign blame as I was not there and every flight I have flown on LH has been decent (at worst) and very good (at best) when it comes to LH, this is what surprised me the most about their story. I am also very aware that I only got one side of the story. I am merely trying to see what expectations one should have when boarding an LH flight.

My in-laws were travelling with their 2 daughters aged 4 and 2. The 2-year old suffers from a genetic disease called Congenital Adrenal Hyperplasia. Normally, this condition, if treated right after birth, results in a perfectly normal child. There are, however, situations where this condition requires immediate attention. The parents informed the FA that the child had a rare genetic condition. This will be relevant later.

About 3/4 of the way into the flight, the 2 year old was squirming in her fathers arms as he was walking her up and down the aisle since she was not sleeping. She fell out and hit her head on an armrest and opened up a pretty severe gash on her forehead. I know head wounds often look worse than they are and parents tend to over-react but what happened next is what puzzles me, and I hope someone can enlighten me.

When they asked a FA for a bandage from the first aid kit, the FA replied they had no bandages and that ice and a towel would do. So that is what the parents did but the bleeding did not stop. They then pleaded with the FA to ask if there was a doctor on board, they did and a women doctor came up to check the situation out. She was informed of the childs condition and asked to see the first aid kit. She was shocked to discover that there was no disinfectant (only anti-bacterial gel which was useless in this situation) and no bandages anywhere on the plane. She managed to get a steri-strip from a passenger(!) and dressed the wound properly.

Once again, I would like to reiterate that this was just a nasty cut to the forehead and not life-threatening, but they found all the crew to be quite cold and unconcerned for the health of a 2 year-old. What happened next is the kicker, because of her condition, she loses salt if she gets to excited (which she was after falling, obviously) so her mom has to prepare an electrolyte solution. She went back to the galley to have some space and prepare the solution when a male FA rudely told her that she was in the way (no meals were being served or prepared) and she should leave. The mother was in shock until another FA (female) came and told her "don't mind him he is having a bad day, stay here"

Needless to say, we are quite puzzled at the lack of concern, rudeness and overall coldness of the crew and apparent lack of basic medical supplies on a TATL flight. I contrasted this with a recent AF flight where I got lightheaded and dizzy in Y and I immediately had 2 FA's around me asking me questions, offering me orange juice and water. They also coolled down the cabin since I was sweating. After 5 minutes and some fluids I felt fine, but I appreciated the concern shown to a 42-year old man feeling dizzy. I would like to think a bleeding 2-year old would get some attention, but not on this flight.

They are not looking for anything special, they just want to understand what their expectations should be when flying LH and should they carry their own basic first aid kit when flying. They all assumed that the first aid kit found on a plane would be at least as equipped as one you can have for your home.

Thanks for any light you can shed on this matter.


Hi newbie elite,
as I don’t know the details about requirements for first aid kits and medical education of flight attendants on board of a Lufthansa flight, please allow me to get back to you once I have received all information from the respective department.
I’m sorry to hear your in-laws felt they were treated in a rude and cold manner. I will forward your feedback to the respective crew. Am I right assuming you’re talking about LH474 on October 19th?
Vanessa

LufthansaGermanAirlines Oct 31, 12 5:39 am


Originally Posted by jog (Post 19578811)
Dear Lurkers,
I recently left my camera on my business class seat after arriving from a long haul flight (LH733 PVG-FRA) in the early morning (16.10.12, 5.30am) and although I noticed this right after leaving the plane, the processes at Lufthansa prevented me from getting the camera back which now seems to be lost forever. I posted my frustration with the details here already.

The longer I think about it (because I miss my vacation pictures), the more I get frustrated with the customer service processes of Lufthansa I experienced in this case.

Everyone (bagagge tracing, service centre, lounge) simply hands you a business card with the email of the lost&found department (it does not even have a phone number). No one is able to contact them directly, no one is willing to contact anyone with access to the aircraft. All answers you get is "go home" and wait if the cleaning staff finds the lost item and it gets registered in the system.

I had an exact description where the camera was, but there was no one interested in taking this while the camera was still in eaxactly this location and the aircraft was still at the gate. There was no way to send this crucial information to someone with access to the cabin like the cleaning staff or someone else responsible for the aircraft while it still was uncleaned in FRA (It is still a mystery to me why the camera has not been found since it was right there on the seat, but my best assumption by now is that the schedules for the cleaners are just too tight and registration processes for lost items might be too cumbersome such that they just disposed the camera...).

For sure it is easy for LH since they can simply say that it was my own fault and other airlines might not be better in this respect (my photos are not their problem...). Still, things like this must happen plenty of times per day, just see Oliver's posts in the same thread. Thus, I expect a better customer service from LH here, at least for premium class customers with status at LH's main hub. The frustration about this event alone (as said before, it feels like robbery), resulted in me booking the three flights I made since then (prime-time DUS-MUC) with Air Berlin instead. Hence, I highly recommend looking at this process again from a customer service point of view.


Dear jog,
I am very sorry to hear about the trouble with your lost camera and I absolutely understand your frustration. Please let me assure you that in case someone has lost an item on board a Lufthansa aircraft, we will try to locate this item as quickly as possible by means of an intensive search. This is not always possible right after the arrival, but once the cleaning staff is inside the aircraft they will look for it and report any foundings. Unfortunately the search was not succesful in your case and I will forward your feedback regarding the 'Lost on board' - Procedere to the responsible department.
Best, Fatime

LufthansaGermanAirlines Oct 31, 12 5:47 am


Originally Posted by asimha (Post 19585527)
Dear LH Team, my latest experience yesterday is posted below for your kind comments.

I call this "The 10 hour trip to ... nowhere !"

Flying with a colleague (both SEN and flying business class, > CHF 5'000 per ticket) and due to a technical problem yesterday (Sunday) in Geneva on flight LH1229 we left at 08:35 instead of 07:00 and arrived in FRA at 09:36.

Our connecting flight to Chennai (MAA) LH758 left FRA at 10:07. We therefore had 31 minutes to catch the flight.

Some passengers were taken by bus from our parking space to another flight but not us.

Instead, as there was not one single LH representative (this is Frankfurt not a remote island in the Pacific!) to assist us on arrival, we had to exit and queue for over 2 hours (counters were under-staffed) to no avail. Finally I checked with the First Class counter, managed to get in line only to be told we had already been re-booked on Monday's (today) flight and that we should spend 24 hours waiting in Frankfurt.

There were surely other options via Bombay or Bangalore but since time was against us due to the queuing and arguing ... we had no choice but to fly back to GVA and reschedule our meetings.

No assistance was given by LH, not even a text message although this is advertised all over the airport ("Give us your mobile number and we'll keep you informed" !!!). My mobile number was in the booking and confirmed by LH when I received the check-in email the day before.

Technical problems do happen and must be resolved for flight security. Not taking care of your passengers is another story.

So my Sunday non-trip was 10 hours wasted (door-to-door) for nothing except queuing in Frankfurt. Nice way to spend a Sunday ...

Meanwhile I have:

1) complained via the website (FB-ID 21746688) incl. claiming for the hotel reservations that we had to cancel and pay for
2) asked our TA to rebook these flights for another date and they are not even sure that LH will actually reimburse the original tickets!

Is this is way to treat high-revenue passengers? Honestly I find this behaviour appalling and unacceptable and I wonder how many weeks will go by before I see a response from Customer Service?

Seriously? :td:

Hi asimha,
yes, you are right, hurricane Sandy is keeping us fairly busy, please excuse the late reply.
I'm sorry to hear about the inconveniences caused by the flight delay. I have forwarded your feedback to Customer Relations and have reminded them that you are waiting for an answer. They will get back to you as soon as possible.
Vanessa

LufthansaGermanAirlines Oct 31, 12 8:05 am


Originally Posted by Milla (Post 19562328)
Hello Team !
This a great initiative.
I am an FTL and I fly regularly between LHR and FRA , since the spin off of BMI there has been no lounge facilites for FTL in LHR , can you tell me if this will continue to be the case ? i have just requalified and will start to qualify with BA for the future if this situation does not improve , the lounge in LHR was the best perk of being an FTL for me...

Many thanks
M

Hello Milla,
I can fully understand that the lounge in LHR was one of the best perk for you of being an FTL. As the lounge at Heathrow now is a Star Alliance Business Class Lounge (contract lounge), I'm sorry to tell you, that we unfortunately don´t offer a lounge for Frequent Flyers at this time. Nevertheless the Star Alliance airlines are in close exchange with the Heathrow airport authorities to discuss the approach for the new terminal. No final decision is yet being made. Therefore right now I can not promise you how everything will develop. But be sure we´ll do our best to improve wherever we can. Thank you for your loyalty. Kind regards, Vanessa

Admiral Ackbar Oct 31, 12 9:00 pm


Originally Posted by LufthansaGermanAirlines (Post 19596799)
Hi newbie elite,
as I don’t know the details about requirements for first aid kits and medical education of flight attendants on board of a Lufthansa flight, please allow me to get back to you once I have received all information from the respective department.
I’m sorry to hear your in-laws felt they were treated in a rude and cold manner. I will forward your feedback to the respective crew. Am I right assuming you’re talking about LH474 on October 19th?
Vanessa

Thank you for your quick response, replied to your pm. Your presence in these forums is much appreciated, LH is to be commended for that.

asimha Nov 1, 12 2:30 am


Originally Posted by LufthansaGermanAirlines (Post 19596834)
Hi asimha,
yes, you are right, hurricane Sandy is keeping us fairly busy, please excuse the late reply.
I'm sorry to hear about the inconveniences caused by the flight delay. I have forwarded your feedback to Customer Relations and have reminded them that you are waiting for an answer. They will get back to you as soon as possible.
Vanessa

Dear Vanessa, your prompt reply considering the work load is much appreciated , however this was not a "delay" but a missed connection resulting in a cancelled business trip which could have been (relatively) easily avoided by LH. Thank you - André

Milla Nov 1, 12 9:31 am


Originally Posted by LufthansaGermanAirlines (Post 19597413)
Hello Milla,
I can fully understand that the lounge in LHR was one of the best perk for you of being an FTL. As the lounge at Heathrow now is a Star Alliance Business Class Lounge (contract lounge), I'm sorry to tell you, that we unfortunately don´t offer a lounge for Frequent Flyers at this time. Nevertheless the Star Alliance airlines are in close exchange with the Heathrow airport authorities to discuss the approach for the new terminal. No final decision is yet being made. Therefore right now I can not promise you how everything will develop. But be sure we´ll do our best to improve wherever we can. Thank you for your loyalty. Kind regards, Vanessa

Vanessa , regrettably i cannot wait until the new terminal and as i have just qualifed again as LH FTL i'll be switching to BA for the year ahead.
Many thanks for your prompt reply however ^

Milla Nov 1, 12 9:31 am


Originally Posted by newbie elite (Post 19602043)
TYour presence in these forums is much appreciated, LH is to be commended for that.

agree fully ^

asimha Nov 2, 12 3:39 am


Originally Posted by asimha (Post 19603095)
Dear Vanessa, your prompt reply considering the work load is much appreciated , however this was not a "delay" but a missed connection resulting in a cancelled business trip which could have been (relatively) easily avoided by LH. Thank you - André

Day 5: The 10 hour flight to nowhere - Season 1, Episode II

Following my post of October 28th, I did eventually receive an email Friday afternoon, after which I have suggested to our LH Sales person to contact me directly at his earliest convenience. If this still does not happen I will post the contents of the reply I received which truly demonstrate the quality of the CRM tools used by Lufthansa and their preformatted responses which sadly avoid the essence of the original complaint of their top-tier customers ...

LufthansaFlyer Nov 5, 12 8:46 am


Originally Posted by newbie elite (Post 19577063)
Hello, I have a question regarding the service my in-laws got on board LH474 MUC-YUL last friday. Before I start, I am not trying to assign blame as I was not there and every flight I have flown on LH has been decent (at worst) and very good (at best) when it comes to LH, this is what surprised me the most about their story. I am also very aware that I only got one side of the story. I am merely trying to see what expectations one should have when boarding an LH flight.

My in-laws were travelling with their 2 daughters aged 4 and 2. The 2-year old suffers from a genetic disease called Congenital Adrenal Hyperplasia. Normally, this condition, if treated right after birth, results in a perfectly normal child. There are, however, situations where this condition requires immediate attention. The parents informed the FA that the child had a rare genetic condition. This will be relevant later.

About 3/4 of the way into the flight, the 2 year old was squirming in her fathers arms as he was walking her up and down the aisle since she was not sleeping. She fell out and hit her head on an armrest and opened up a pretty severe gash on her forehead. I know head wounds often look worse than they are and parents tend to over-react but what happened next is what puzzles me, and I hope someone can enlighten me.

When they asked a FA for a bandage from the first aid kit, the FA replied they had no bandages and that ice and a towel would do. So that is what the parents did but the bleeding did not stop. They then pleaded with the FA to ask if there was a doctor on board, they did and a women doctor came up to check the situation out. She was informed of the childs condition and asked to see the first aid kit. She was shocked to discover that there was no disinfectant (only anti-bacterial gel which was useless in this situation) and no bandages anywhere on the plane. She managed to get a steri-strip from a passenger(!) and dressed the wound properly.

Once again, I would like to reiterate that this was just a nasty cut to the forehead and not life-threatening, but they found all the crew to be quite cold and unconcerned for the health of a 2 year-old. What happened next is the kicker, because of her condition, she loses salt if she gets to excited (which she was after falling, obviously) so her mom has to prepare an electrolyte solution. She went back to the galley to have some space and prepare the solution when a male FA rudely told her that she was in the way (no meals were being served or prepared) and she should leave. The mother was in shock until another FA (female) came and told her "don't mind him he is having a bad day, stay here"

Needless to say, we are quite puzzled at the lack of concern, rudeness and overall coldness of the crew and apparent lack of basic medical supplies on a TATL flight. I contrasted this with a recent AF flight where I got lightheaded and dizzy in Y and I immediately had 2 FA's around me asking me questions, offering me orange juice and water. They also coolled down the cabin since I was sweating. After 5 minutes and some fluids I felt fine, but I appreciated the concern shown to a 42-year old man feeling dizzy. I would like to think a bleeding 2-year old would get some attention, but not on this flight.

They are not looking for anything special, they just want to understand what their expectations should be when flying LH and should they carry their own basic first aid kit when flying. They all assumed that the first aid kit found on a plane would be at least as equipped as one you can have for your home.

Thanks for any light you can shed on this matter.

Thats strange that you had this happened. When I toured a few aircraft in FRA, I noticed each had a first aid kit as well as a full medical kit that was available for a doctor's use onboard. It was almost as large as a carry on trolley and was sealed with an inspection tag.

RooFlyer Nov 6, 12 3:44 pm

Update on issue I first raised on October 4th in this thread.

After no response from Lufthansa Customer Service on-line for a number of weeks (twice), interventions by the LH Lurkers definitely appeared to help move things along. Issue with LH now resolved to my satisfaction.

So thanks again to the LHLs.

LufthansaGermanAirlines Nov 7, 12 3:44 am


Originally Posted by asimha (Post 19609768)
Day 5: The 10 hour flight to nowhere - Season 1, Episode II

Following my post of October 28th, I did eventually receive an email Friday afternoon, after which I have suggested to our LH Sales person to contact me directly at his earliest convenience. If this still does not happen I will post the contents of the reply I received which truly demonstrate the quality of the CRM tools used by Lufthansa and their preformatted responses which sadly avoid the essence of the original complaint of their top-tier customers ...

Hi Andre, I have sent you a PM regarding this issue. Vanessa

asimha Nov 7, 12 4:15 am

Hi Vanessa and thank you very much for taking the time to respond.
PM answered a few minutes ago

asimha Nov 8, 12 1:06 am

I will stop posting for the moment as I did finally get a call from our LH Sales person today (after much insistence from our corporate Travel Team) , however for the time being no indication of a good-will gesture has been mentioned.

I will most probably still write a brief letter to LH's CEO just because I don't like spending my Sunday's going ... nowhere.

PS. Special mention to Vanessa who was kind enough to look into this matter!

ded0r Nov 8, 12 3:48 pm


Originally Posted by LufthansaGermanAirlines (Post 19549050)
Dear dedOr, I will contact my colleagues from Customer Relation regarding this issue. As soon as I have more information, I'll get back to you!

Fatime

Thanks again Lufthansa Lurker team! The money has already been transfered to my account and everything was solved to my satisfaction. That's what I call good customer service :)

Intrugion Nov 9, 12 1:15 am

Hi LufthansaGermanAirlines,

I signed up to flyertalk out of frustration in trying to get an email contact to discuss an issue. I've tried several direct emails (most of which bounced) as well as the Lufthansa contact page. I've had two feedback reference numbers assigned, the first one seven weeks ago and the second one two weeks ago but no follow-up from Lufthansa.

We are flying from SIN->FRA->TRN on 30/12/12 and then a lengthy train/bus journey afterwards. We originally booked flight LH296 on the final leg, which at the time perfectly suited the rest of our itinerary. LH296 has been cancelled since our original booking, but only over that week (it flies up until 23/12/2012 and then resumes again 02/01/2013) and we have been rerouted on LH300, which greatly delays the rest of our journey and means we now have a long midwinter stopover in FRA. I think the pilot must be taking a Christmas break.

Can you please forward me on a contact email of someone who will address some specific questions I have? My local phone customer service representatives gave me some email addresses but as mentioned I haven't had success with them.

LufthansaGermanAirlines Nov 9, 12 6:20 am


Originally Posted by Intrugion (Post 19652173)
Hi LufthansaGermanAirlines,

I signed up to flyertalk out of frustration in trying to get an email contact to discuss an issue. I've tried several direct emails (most of which bounced) as well as the Lufthansa contact page. I've had two feedback reference numbers assigned, the first one seven weeks ago and the second one two weeks ago but no follow-up from Lufthansa.

We are flying from SIN->FRA->TRN on 30/12/12 and then a lengthy train/bus journey afterwards. We originally booked flight LH296 on the final leg, which at the time perfectly suited the rest of our itinerary. LH296 has been cancelled since our original booking, but only over that week (it flies up until 23/12/2012 and then resumes again 02/01/2013) and we have been rerouted on LH300, which greatly delays the rest of our journey and means we now have a long midwinter stopover in FRA. I think the pilot must be taking a Christmas break.

Can you please forward me on a contact email of someone who will address some specific questions I have? My local phone customer service representatives gave me some email addresses but as mentioned I haven't had success with them.


Dear Intrugion,
I understand that it must be frustrating to be informed about a schedule change which results in a longer lay-over at your transfer point. Should you have a question directly related to the schedule change, I recommend that you call my colleagues at the Service Center under the following link:http://f.lh.com/zyRu (please choose the relevant country from the drop-down menu).
Whereas your Feedback-ID's are concerned: may I ask you to please send the Feedack-ID's as well as additional information via the following link: http://f.lh.com/zVHQ - I will gladly check with my colleagues about the process of your enquiry.

Kind regards, Isabell

Intrugion Nov 9, 12 10:02 pm

Danke viel mals Isabell. I have sent a message via your second link.

YuropFlyer Nov 13, 12 7:15 am

Dear LufthansaGermanAirlines

I've booked, a few months ago, 4 flights in total, where I've the following connection in FRA (same on all 4 flights, all in Economy):

LH779 arriving 06.00 -> LH 1184 departing 07:35

Now, Lufthansa had decided, as much as I could see, to cancel the later flight about 8.30am, and put LH1184 at a later date (in about the middle), at 08.10 departing time - and put me, or "kept me", on this flight.

As this means, reaching ZRH about 35min later than I booked, I'll arriving too late to make it into office during the core working hours - basically meaning, I've to take a day off - or, in my case, 4 days in total. Not something I really like.. (internal rules do say, if it's not my fault that I'm late, then I won't need to take a day off.. and with the original 07.35 departure, arrival 08.30, I was well within the limits allowed - but my boss told me, that if I know ahead of the schedule change, that the original booking won't count)

Now, there is still the 06.40 flight LH1182, with plenty of availability at least for the first upcoming flight (FlightStats say "all open", and the first flight will be in 2 weeks, so I really can't see this being sold out)

But the LH hotline (SEN) does refuse to rebook me onto the 0640 flight.

I know that the 0640 flight would give me only 40 minutes to connect in FRA, but I entirely know that IF LH779 is on time (or often a bit earlier than 0600 - in about 90% of all cases, if flightstats can be trusted) I can make it. I've a Euro passport so quick immigration will be a given, I know FRA including the tunnel from B to A which I'll have to take most probably well, and usually at this time of the day, not yet much queues to speak of at the security check.

I'll not have checked luggage, and I can be a very fast walker. Even if the flight will depart at A40, I can see myself making it easily before 0630 there, without setting a new world record at 800m hurdles. I just had an arrival at 0520 this week, when I reached the SEN lounge in A+ at 0550, and that was without any hurryness of myself. So, 30 minutes if leisure walking, probably could cut it to 20 minutes if going fast (and security/border control under 5min wait as it was this week)

But, as said before, the hotline did refused to rebook me onto the 0640 flight LH1182. I talked to two different agents, one of them said, they won't rebook me at all because my flight schedule change was less than 1 hour (but apparently, he would be willing had it been more?!), while the other just stated the minimum connection time and that it won't be possible because of it..

Now, I know there IS a risk of missing the flight - I would be perfectly fine if I had to standby on the 0810 (and even take a later one, if it would be full by then), if I miss the 0640, OR if somehow they could put me on standby to the 0640, and if I can't make it/it's full, then I would just be on the 0810 - in any case, it would be better than to just have to make the 0810 and missing a whole day at work (as it's "my fault" then, to arrive too late at work, while with the 0640, even if missing it but having the confirmation I was booked on it, it wouldn't be.. don't ask about the rules of my company, please :D )

So - any chance, I could get onto the 0640? I was thinking of just going to the gate, and if still open, ask there, but if there would be anything you could do, to put me on LH1182, either Standby, Confirmed, or whatever, it would be greatly appreciated.

If needed, please let me know, and I can provide you with my eticket/PNR number for the 4 tickets with my biggest pleasure.

Thank you very much ^


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