Hi Clark Casual,

kindly tell us how and where you have forwarded the refund request to. If you've directed the claim at Customer Relations, please respond with the Feedback ID you should have received upon submitting the contact form. We will then follow up on the handling status. Thanks!

Katharina

No feedback ID
 

I was supposed to fly MEX-MUC (paid F) on October 21. The flight was delayed for more than 12 hours and I flew on LH499 (MEX-FRA) instead and arrived at my destination more than 12 hours delayed. I used the LH web-page to send my reclamation. As I got no response (no ID number) until October 23, I sent another one. Still no ID number. What should I do?

Hello SAKKE,
I answered to your private message.
Jens

Dear Lurker,
In your recent update of Lufthansa APP, the M&M section has a new category when crediting flights called "TOP POINTS" and it seems it is the same as previously called "HON Miles". Can you please let us know if there is more around this we need to know?

Thanks
HKG1111

Provided you didn't have other grounds for compensation (rerouting with a low delay at end point might result in 125 EUR), you are owed 30% of the fare. If your fare was about 400 EUR, then it sounds about right.

Don't know how you'd count the fare on awards... presumably, they would be forced to partially refund your miles, if you really chased it - but I think the 125 EUR might just be a better deal.

I'm not Iko, sorry.

Hello HKG1111, I am not too familiar witht the APP and have forwarded your post to my colleagues for more information. Should you require more detailed information, then I recommend that you please give Technical Support a call. Best regards, Isabell

Dear Paulchili, if a voucher was handed to you, I would assume the the case is closed. Should you wish to enquire about further options, I recommend that you please sumbit detailed information via https://www.lufthansa.com/de/en/support/feedback. Best regards, Isabell

Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights

https://eur-lex.europa.eu/legal-cont...4R0261&from=EN

Article 10

Upgrading and downgrading

2. If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days, by the means provided for in Article 7(3), reimburse

(a) 30 % of the price of the ticket for all flights of 1500 kilometres or less

Rant: and hopefully this can be used as feedback in the appropriate department:

My flight FRA-MXP and MXP-FRA next week had aircraft changes. No problem! I get an e-mail: "Change of Reservation" with the following text:However: I had exit row seats on both flights. The "equivalent" reassignment has me sitting 2-3 rows behind the exit row now. :mad: Going into my booking, I can see that the exit row is completely empty and I reassign myself...

For these types of "special" seats there really needs to be a more precise method of reassignment of seats. In my case - I'm 6'4" - I chose exit row for a very specific reason and it's really !!! irritating to board a plane thinking LH has my back when aircraft changes happen, only to find LH doesn't give a s**t about my back....

/rant over

I also received a similar message on Monday on a GVA-FRA-HAM routing and was moved from 7C to 26E on the 2nd leg... go figure how LH works this out and more particularly for Senators. Happens more and more often.

Hi FS_FRA,

I agree, this sounds less than ideal and like you, I would have assumed an exit seat on the new aircraft as well. Good to hear you have been able to, once more, adjust the seating so it matches your initial preference. However, as this should not be the way to handle these incidents, I'll internally forward your complaint and hope for a more satisfying procedure, should a future flight of yours require another aircraft change.

Best, Katharina

Hi asimha,

I'm sorry to hear you were facing a similar issue. Have you been able to switch to a more preferable seating meanwhile? If that has not been the case, you're welcome to send us your booking details and we'll have another look at your reservation.

Best, Katharina

Dear Lurkers, could you please let know your colleagues that when trying to access the F Wine List it will redirect us to a Business Class Wine page?
Thanks https://www.flyertalk.com/forum/imag...lies/smile.gif

Senator booking guarantee not honored
 

Hello tuchop,
thank you for the hint. I have forwarded it to my colleagues.
Jens

Hello Ziegenhorn,
it's correct that the booking guarantee may be excluded by the booking control because of a critical booking situation for some flights. We don't have any influence on this.
Jens

So in reality there is no booking guarantee... that is disappointing. Why would any one need a guarantee in non-critical booking situations? Would be good if this was reflected in the Marketing material about Miles & More and the shiny brochures sent out to Senators.

Disappointing nevertheless.

Hi Lurkers,

It seems you have incorrectly marked seats, at least I guess on partner airlines.

I've tried to book two exit rows which are marked as "Free", but I am being charged 25 EUR for them. While booking as well as in My Bookings.
Non-exit-row non-preffered went for free without issue, but I'd like to have my advertised free exit row ;)

please see attached. I can send the PNR by message upon request.

https://cimg7.ibsrv.net/gimg/www.fly...9e492dc6b2.png
https://cimg8.ibsrv.net/gimg/www.fly...87b1c045bb.png
https://cimg9.ibsrv.net/gimg/www.fly...a10d5e48a3.png
https://cimg0.ibsrv.net/gimg/www.fly...a5b47705af.png

Hi Fabo.sk,

I've forwarded the issue with screenshots to my Technical support colleagues and ask them to look into it. If you wish to receive a more timely response and immediate help, however, I recommend to give them a call to discuss your seat reservation with them: https://www.lufthansa.com/de/en/help-and-contact (Help with lh.com and mobile app). Doing so, they'll be able to walk through the process with you to verify the incident.

Best, Katharina

Thank you Katharina, unfortunately I was not able to change the seat and the flight was full ... so much for Senator status ...

Hi Fabo.sk,
we heard back from the responsible department and were informed that this is a known system limitation as the seatmap indicators for Austrian's chargeable seats are not completely aligned with Lufthansa's.Unfortunately, right now there are no plans to harmonize the seat indicators so they are currently looking into building a workaround in LH.com.
Vanessa

Thanks for the update. A solution definitely needs to be found.

Hello LH lurkers,

I am booked to fly AMS-FRA-PVG-AKL-HKG-MUC-AMS with my 20 month old with his own seat, and I'm trying to figure out whether a car seat or a restraint system (think CARES) is absolutely mandatory on LH. The relevant page on the LH website has somewhat conflicting information:

So which is it? Can he sit in his own seat (apart from takeoff and landing) during the flight without additional hardware? I'm willing to buy a CARES as insurance, but I'd rather do without.

Thank you for any information you have!

Did you buy a child fare or a lap infant fare? You'll need the car seat if you want him to sit on his own seat. However, if you bought the lap infant fare for children under 2 years old, your child won't have a seat. (And he or she will probably be too big for the airline bassinet as a 20 month old toddler.)

Child fare, he has his own seat.

That's what I'm afraid of. There is no way in hell he will sit in a car seat for 12 hours.

Amazingly LX and OS clearly say that the car seat is optional. German laws at work? At any rate it's a major hassle.

Depending on the age of the kid...
From my personal experience travelling with our son:
During his first trip (3 months old) he did spent the entire flight sitting in his Maxi Cosy - to be fair that was only a quick MUC-HAM-MUC hop. When he was 15 months old we took him on a big trip MUC-HKG-SIN-DPS-SIN-FRA-GVA-MUC and he did sit in his car seat only for takeoff and landing (when there was an empty seat available). During other times he did sit in a regular plane seat / on our lap / in the bassinet. You just need to find a place to store the car seat somewhere when he's not using the car seat.

That has been my experience as well on SQ and NZ, in lap with his belt for takeoff and landing, on his seat for the rest of the time. It's just that the LH page has this threatening "throughout the flight" which I wouldn't want to test.

I feel you. Perhaps he'll sit in the car seat with a toy for 3-hour stretches? In between those periods fatherly duty of walking up and down the cabin kicks in. ;)

No clue about German laws at play here, I'd also be interested in learning more about this topic.

EDIT: My apologies to the lurkers, just noticed I hijacked their thread.

3 hours! Hah! You don't know my kid!

At any rate, the German version of the website does not have the sentence "throughout the whole flight", so I'm positive the first sentence of the page ("freiwilliger basis") still applies.

Hello malmostoso,

I am sorry but I can't notice the conflicting information. Baby seat can be used on board to increase the passive safety of infants and children (up to about 7 years of age). Their use is entirely voluntary. If you decide not to buy an extra seat for the baby. He/she must sit on your lap during the flight.

If you want to use your own child restaint system, for babies (under 2 years), therefore, you must purchase a CHILD ticket (extra seat).

I hope, my explanation helps you.

best regards,
Sascha

Dear Sascha, thank you so much for your reply. I'm glad to hear I don't have to have a car seat for the little terror in his seat. We look forward to our trip on LH!

Hello malmostoso,

I just noticed that my last reply post could be misunderstandable.
If you buy a child ticket (extra seat) for your baby, you have to bring a baby seat. The baby can not sit in his own seat without it.

My apologies if it was not clearly understandable.

Best regards,
Sascha

Then I hope you would be so kind to report to the website team that the group "up to 7 years of age" includes the group "0-2 years of age", and therefore the page is misleading.

Thank you again for your help!

Hi malmostoso,
when you buy a seat for an infant, it is categorised as passenger type "child" (2-7 years) and all rules apply accordingly.
I will, however, forward your suggestion so the responsible department can decide wether they want to add any further information to the website.
Vanessa