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-   Lufthansa, Austrian, Swiss, Brussels, LOT and Other Partners | Miles & More (https://www.flyertalk.com/forum/lufthansa-austrian-swiss-brussels-lot-other-partners-miles-more-495/)
-   -   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)

malmostoso Nov 20, 18 11:58 am

Thank you again for the clarification Vanessa, I truly appreciate it. We look forward to our trip!

Mackle Nov 25, 18 2:15 am

Dear LH Lurker(s),

I raised a complaint with Lufthansa some time ago, and keep getting a standard cut and paste answer.

I tried to drop bags at the desk for an LH flight at LHR that I had checked in to online, and was told that I had missed the check-in cut off time and would have to buy a new ticket. I pointed out that the app said I had another 7 minutes, and was told the app was wrong.

When I raised with Lufthansa that the app was showing the wrong check-in time, I get a cut and paste answer on why check in times exist. Whenever I ask "yes I understand this, but why was the information in the app on the check-in / baggage drop time wrong, I get exactly the same response. I have escalated, tried different ways of asking why the app information was wrong, but always the response is about the reason for check in cut offs and nothing about the app.

I don't know why they refuse to say anything about the app or even acknowledge that I had mentioned it. Do you have any way to progress this?

raffa Nov 26, 18 5:56 am

quick question about the lounge voucher that I can redeem as a Select Bonus: is it also valid for another person alone, or just when used together with me while entering the lounge?
can't find this info on the LH website

edit:
OK I found this on the website


Lufthansa Business Lounge voucher

This guest voucher provides access to a Lufthansa Business Lounge. It can be used for a companion travelling with you or given to a member of your family or friend.
I reedeemed the voucher in the website but nothing happens. Will I receive an email or something? How can I use it?

LufthansaGermanAirlines Nov 28, 18 4:23 am


Originally Posted by raffa (Post 30467113)
quick question about the lounge voucher that I can redeem as a Select Bonus: is it also valid for another person alone, or just when used together with me while entering the lounge?
can't find this info on the LH website

edit:
OK I found this on the website[B]

I reedeemed the voucher in the website but nothing happens. Will I receive an email or something? How can I use it?


Hi raffa,
That depends on the voucher. You may transfer the Business or Senator lounge voucher to another person if you already have access to the lounge. The Lufthansa First Class Lounge voucher is valid only yourself (if you're a Senator) or for a person accompanying you, if you're a HON Circle member.
Kind regards,
Heloisa

Squeaks35 Nov 28, 18 9:14 am

Very confusing price structure
 
Hi, I am new comer to FT and very excited to discover this site. Hope somebody can help me.

Last month I booked 2 x Adult premium economy return tickets for LHR - Tokyo HND via MUC using LH website. MUC - HND is operated by ANA.
The flights are for Autumn 2019 and I paid £3,613 in total.

I discovered today that the exact same flights on the same dates will cost around £2,843 in total if booked LHR - MUC (Y class), and MUC - HND (E Class) separately from LH web site. Whopping £770 cheaper!

I am tempted to cancel my original booking even thought it will incur hefty charges and rebook separately. I think I still save some money this way.

Could you explain what is the logic behind this price difference? I am talking about the exact same flights on the same dates.
I don't understand why I am paying £770 more.

Could you also clarify if I book LHR - MUC and MUC - HND separately, do I need to pick up the luggages at MUC and check them in again for the MUC-
HDN flight? This means that I need to arrive at MUC 2 hours prior to the next flight?

Any suggestions, explanation will be greatly appreciated. Thanks

asimha Nov 28, 18 11:46 pm

Missed connection; is this stress really necessary ?
 
On November 28th flight LH759 out of Chennai to Frankfurt is delayed and eventually we land at 08:17 and arrive at the gate at 08:25. My connecting flight to Geneva (LH1214) is on schedule at 09:05. Fraport (paid by me) VIP service rushes me to gate B03 to catch the flight and calls ahead twice to ensure we can still make the flight. Eventually, after losing 15 min at the catastrophic security check, we arrive at gate B03 (bus service to the CRJ900 parked outside) and I am told it’s too late and that we have to exit the secure area to go to the Service Desk. They throw in a 10 EUR meal voucher (seriously??). Fine. Meanwhile no information received from LH until 08:57 when I receive a message on the LH app telling me I am rebooked on the 11:35 (LH1216) to Geneva. I now have to go to the A gates doing security again to go to gate A50.

Is this stress really necessary with a Senator status and a business class ticket and why does the Star Alliance Connection Service never actually « springs into action » ?

STAR ALLIANCE CONNECTION SERVICE

Proactive help for customers with tight connections
At selected Star Alliance hubs, customers are being helped every day when transferring from one Star Alliance member airline to another.
The Connection Service springs into action if an incoming flight is delayed. Connection Service staff monitor the transfer window for passengers with an onward flight and flag any cases where a customer and any checked bags appear at risk of missing the connection.
An alarm signals to warn them that you are on a tight schedule and that you require personal attention to ensure you and your bag make your connecting flight.

LufthansaGermanAirlines Nov 29, 18 5:28 am


Originally Posted by Squeaks35 (Post 30475849)
Hi, I am new comer to FT and very excited to discover this site. Hope somebody can help me.

Last month I booked 2 x Adult premium economy return tickets for LHR - Tokyo HND via MUC using LH website. MUC - HND is operated by ANA.
The flights are for Autumn 2019 and I paid £3,613 in total.

I discovered today that the exact same flights on the same dates will cost around £2,843 in total if booked LHR - MUC (Y class), and MUC - HND (E Class) separately from LH web site. Whopping £770 cheaper!

I am tempted to cancel my original booking even thought it will incur hefty charges and rebook separately. I think I still save some money this way.

Could you explain what is the logic behind this price difference? I am talking about the exact same flights on the same dates.
I don't understand why I am paying £770 more.

Could you also clarify if I book LHR - MUC and MUC - HND separately, do I need to pick up the luggages at MUC and check them in again for the MUC-
HDN flight? This means that I need to arrive at MUC 2 hours prior to the next flight?

Any suggestions, explanation will be greatly appreciated. Thanks



Hallo Squeaks35,

welcome to flyertalk.

As described in your post, a reason for the price differenz could be that your booked ticket is in Premium Economy Class for out- and inbound flight and the cheaper ticket is in Economy Class on the outbound flight.
A further reason could be a different fare.

The price of the booked fare is binding and cannot be reduced in case of an later upcoming offer.

Best regards,
Sascha

LufthansaGermanAirlines Nov 29, 18 5:28 am


Originally Posted by asimha (Post 30478558)
On November 28th flight LH759 out of Chennai to Frankfurt is delayed and eventually we land at 08:17 and arrive at the gate at 08:25. My connecting flight to Geneva (LH1214) is on schedule at 09:05. Fraport (paid by me) VIP service rushes me to gate B03 to catch the flight and calls ahead twice to ensure we can still make the flight. Eventually, after losing 15 min at the catastrophic security check, we arrive at gate B03 (bus service to the CRJ900 parked outside) and I am told it’s too late and that we have to exit the secure area to go to the Service Desk. They throw in a 10 EUR meal voucher (seriously??). Fine. Meanwhile no information received from LH until 08:57 when I receive a message on the LH app telling me I am rebooked on the 11:35 (LH1216) to Geneva. I now have to go to the A gates doing security again to go to gate A50.

Is this stress really necessary with a Senator status and a business class ticket and why does the Star Alliance Connection Service never actually « springs into action » ?

STAR ALLIANCE CONNECTION SERVICE

Proactive help for customers with tight connections
At selected Star Alliance hubs, customers are being helped every day when transferring from one Star Alliance member airline to another.
The Connection Service springs into action if an incoming flight is delayed. Connection Service staff monitor the transfer window for passengers with an onward flight and flag any cases where a customer and any checked bags appear at risk of missing the connection.
An alarm signals to warn them that you are on a tight schedule and that you require personal attention to ensure you and your bag make your connecting flight.




Hello asimha,

really sorry to hear that you were affected by a delay and missed your connecting flight.
I can understand your frustration. However, I want to advise you that security controlls and gate allocation is part of the airport and cannot be influenced by the airline.

If you want to send a formal complaint, please feel free to send it to Customer Relations: [email protected].

My sincere apologies for the inconvenience caused.

Best regards,
Sascha

asimha Nov 29, 18 6:12 am


Originally Posted by LufthansaGermanAirlines (Post 30479107)
Hello asimha,

really sorry to hear that you were affected by a delay and missed your connecting flight.
I can understand your frustration. However, I want to advise you that security controlls and gate allocation is part of the airport and cannot be influenced by the airline.

If you want to send a formal complaint, please feel free to send it to Customer Relations: [email protected].

My sincere apologies for the inconvenience caused.

Best regards,
Sascha

Thank you Sascha for your answer, unfortunately complaining to LH with whom I fly every other week serves no purpose as it has been established a long time ago that customer service is only available in the aircraft but not on the ground and more so in your very own hub at Frankfurt !!
It is also quite obvious that the Star Alliance Connection Service is purely marketing, nothing else.

worldclubber Nov 29, 18 9:54 am

Dear LH lurker,
I rarely complain and have not used the lurker thread at all, but I would be grateful if you could pass on the following complaint to the appropriate departments:

Rant starts:

I have had the "pleasure" of visiting LH Senator lounges at 6 different airports in Germany this week, i.e. MUC and FRA plus 4 others. MUC and FRA were OKish, although I would wish for the lounges to have more regional stuff, such as Weisswürste at MUC. The new service concept at the other non-hub-lounges, however, is completely unacceptable; talked to several other SENs and they totally agreed. Nobody seriously complained about previous cost-cutting or taking away the champagne last year, although we did notice! But what LH did to the food selection and quality at the non-hub-lounges earlier this month is just cheap and abominable, some of the SENs I talked to mentioned that it is no longer worth being SEN. Food quality has been even further reduced, most of us thought it would not be possible but LH proved us wrong, and selection has been brought down to an absolute minimum so that it does no longer even serve as a small meal replacement if there is no time to go to a restaurant. And breakfast has been reduced to a mere joke. All of this cannot be compensated by new pots, filled with cheap soup. LH should be ashamed of how they treat what the airline itself often calls its "best customers".

Rant over.

Thank you letting those in charge know that the change is not well-received.

LufthansaGermanAirlines Nov 30, 18 4:26 am


Originally Posted by worldclubber (Post 30479888)
Dear LH lurker,
I rarely complain and have not used the lurker thread at all, but I would be grateful if you could pass on the following complaint to the appropriate departments:

Rant starts:

I have head the "pleasure" of visiting LH Senator lounges at 6 different airports in Germany this week, i.e. MUC and FRA plus 4 others. MUC and FRA were OKish, although I would wish for the lounges to have more regional stuff, such as Weisswürste at MUC. The new service concept at the other non-hub-lounges, however, is completely unacceptable; talked to several other SENs and they totally agreed. Nobody seriously complained about previous cost-cutting or taking away the champagne last year, although we did notice! But what LH did to the food selection and quality at the non-hub-lounges earlier this month is just cheap and abominable, some of the SENs I talked to mentioned that it is no longer worth being SEN. Food quality has been even further reduced, most of us thought it would not be possible but LH proved us wrong, and selection has been brought down to an absolute minimum so that it does no longer even serve as a small meal replacement if there is no time to go to a restaurant. And breakfast has been reduced to a mere joke. All of this cannot be compensated by new pots, filled with cheap soup. LH should be ashamed of how they treat what the airline itself often calls its "best customers".

Rant over.

Thank you letting those in charge know that the change is not well-received.

Dear worldclubber,
I'm sorry to hear that you're not happy with our Senator lounge offers. I have forwarded your internally, thank you very much.
Kind regards,
Heloisa

worldclubber Nov 30, 18 4:19 pm


Originally Posted by LufthansaGermanAirlines (Post 30482990)
Dear worldclubber,
I'm sorry to hear that you're not happy with our Senator lounge offers. I have forwarded your internally, thank you very much.
Kind regards,
Heloisa

Thank you.

Just to make myself clear, as I had to go to two more SEN lounges today: I do not dislike the lounges in general, it is the changes in the food offerings that were introduced earlier this month that are so disappointing to so many of us. The “complaint book” they have at the lounges (I only learned about its existence this morning) was in hot demand this morning at the lounge in Nuernberg: I was number 4 in line, as so many people dislike the new concept.


Fabo.sk Dec 3, 18 6:36 am


Originally Posted by Squeaks35 (Post 30475849)
Hi, I am new comer to FT and very excited to discover this site. Hope somebody can help me.

Last month I booked 2 x Adult premium economy return tickets for LHR - Tokyo HND via MUC using LH website. MUC - HND is operated by ANA.
The flights are for Autumn 2019 and I paid £3,613 in total.

I discovered today that the exact same flights on the same dates will cost around £2,843 in total if booked LHR - MUC (Y class), and MUC - HND (E Class) separately from LH web site. Whopping £770 cheaper!

I am tempted to cancel my original booking even thought it will incur hefty charges and rebook separately. I think I still save some money this way.

Could you explain what is the logic behind this price difference? I am talking about the exact same flights on the same dates.
I don't understand why I am paying £770 more.

Could you also clarify if I book LHR - MUC and MUC - HND separately, do I need to pick up the luggages at MUC and check them in again for the MUC-
HDN flight? This means that I need to arrive at MUC 2 hours prior to the next flight?

Any suggestions, explanation will be greatly appreciated. Thanks

I would have a suggestion - don't.

You'll run a risk of a misconnect and then your whole ticket is gone.

LufthansaGermanAirlines Dec 6, 18 1:09 am


Originally Posted by tuchop (Post 30403895)
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

Hello tuchop,
My apologies for the delayed reply, my colleagues informed me that in fact there was a change of the menu card displaying. The wine cards for Business and First Class will be added again.
In the meantime you can refer to the following pages:
https://www.lufthansa.com/de/de/menu...business-class
https://www.lufthansa.com/de/de/luft...-spitzenkoeche

Here the current Wine list can be found.

Wishing you a lovely festive season!
Isabell

bpg5075 Dec 16, 18 7:55 pm

Dear Lurkers,

I was meant to receive 277€ in reimbursement for incidental expenses related to a luggage delay in September. The customer service team claims the bank transfer was successful (as of mid-October), but I have not received the funds. I've verified with my bank that I provided the correct account details and they've confirmed that there is no record of such a transfer on their end. The bank has asked for the following to open an investigation on their end:

1) Date wire was sent
2) Exact amount and Currency Type (e.g., USD$, EUR, etc)
3) One of the following numbers:
-Fed Ref# - 18-22 alpha/numeric (usually starts with date 2016XXXX yyyymmdd)
-GID# (14 alpha/numeric usually starts with F,C or S.)
-Chips# (7 numeric – starts with 0 and then 6 digits)

I've now asked the customer service team to send this information several times, but am repeatedly told to contact my bank if there are any issues. Is there a way I could have this addressed? Clearly there was an issue with the transfer at some point in the process, and I'd like the bank to be able to investigate.

Thank you.

asimha Dec 17, 18 1:51 am

Two of my colleagues are travelling today GVA-FRA-BLR
Flight LH1213 was scheduled to leave GVA at 08:45 and is still on the tarmac in Geneva at 09:50 yet LH website shows the flight as on time ...
Let's see if the Star Alliance Connection Service "springs into action" this morning if needed :)

https://cimg4.ibsrv.net/gimg/www.fly...e4397ee71c.png

D-ACNG still in GVA at 09:50 today

LufthansaGermanAirlines Dec 17, 18 8:25 am


Originally Posted by asimha (Post 30543992)
Two of my colleagues are travelling today GVA-FRA-BLR
Flight LH1213 was scheduled to leave GVA at 08:45 and is still on the tarmac in Geneva at 09:50 yet LH website shows the flight as on time ...
Let's see if the Star Alliance Connection Service "springs into action" this morning if needed :)

https://cimg4.ibsrv.net/gimg/www.fly...e4397ee71c.png

D-ACNG still in GVA at 09:50 today

Hi asimha,

Sorry to hear that. Although there was some delay, it should have been possible for your colleagues to reach their longhaul flight easily.

All the best,

Markus

Fabo.sk Dec 18, 18 1:30 pm

Hello Lurkers,

I have a question here of sorts...
We all know LH IT is not in the best of shapes, but really, isn't this a bit much? I can't even find my booking. How would I be able to check in, change a seat, or buy extra baggage?

https://cimg3.ibsrv.net/gimg/www.fly...90792099d9.png


Honestly I'm starting to worry, if a company isn't able to maintain it's main retail and communications channel, how is it doing in all the other areas?


(wonder if the fifth Skytrax star was worth buying instead of proper IT team...)

asimha Dec 21, 18 6:23 am

Clarifications on Connection Service
 

Originally Posted by asimha (Post 30478558)
On November 28th flight LH759 out of Chennai to Frankfurt is delayed and eventually we land at 08:17 and arrive at the gate at 08:25. My connecting flight to Geneva (LH1214) is on schedule at 09:05. Fraport (paid by me) VIP service rushes me to gate B03 to catch the flight and calls ahead twice to ensure we can still make the flight. Eventually, after losing 15 min at the catastrophic security check, we arrive at gate B03 (bus service to the CRJ900 parked outside) and I am told it’s too late and that we have to exit the secure area to go to the Service Desk. They throw in a 10 EUR meal voucher (seriously??). Fine. Meanwhile no information received from LH until 08:57 when I receive a message on the LH app telling me I am rebooked on the 11:35 (LH1216) to Geneva. I now have to go to the A gates doing security again to go to gate A50.

Is this stress really necessary with a Senator status and a business class ticket and why does the Star Alliance Connection Service never actually « springs into action » ?

STAR ALLIANCE CONNECTION SERVICE

Proactive help for customers with tight connections
At selected Star Alliance hubs, customers are being helped every day when transferring from one Star Alliance member airline to another.
The Connection Service springs into action if an incoming flight is delayed. Connection Service staff monitor the transfer window for passengers with an onward flight and flag any cases where a customer and any checked bags appear at risk of missing the connection.
An alarm signals to warn them that you are on a tight schedule and that you require personal attention to ensure you and your bag make your connecting flight.

I have received clarifications from Lufthansa and from Star Alliance directly, and I guess it is my fault for not reading the marketing campaign properly.

Response from Lufthansa (I tried to clarify using Google translate but that did not work!)

Quote
We are truly sorry for not being able to clearly explain all details regarding the Star Alliance Connection Service that are not as it is described due to certain changes that may or does occur which are unforeseeable.
However, we can ensure you that we are doing our level best for our customers especially for our high valued tier status members. Your feedback is valuable to us and therefore, it has been forwarded to our Head of Management to look into this and take immediate measures for a better service our customers deserve.

Unquote

Response from Star Alliance (very clear this time)

Quote
We are sorry to hear that you often miss your connection when travelling with Lufthansa through Frankfurt Airport. At the hub airports of our member airlines, we leave it to them to assist their customers connecting on their flights as they are better placed to do so. The Star Alliance Connection Service is an additional service to assist those customers who transfer from one Star Alliance carrier to another, e.g. arriving in Frankfurt on Air India and connecting to a Lufthansa flight, as this is more complex and needs coordination beyond one carrier’s capabilities. The service will not spring into action if you fly into and out of Frankfurt on Lufthansa, as in this case Lufthansa has control over their connecting passengers.
Unquote

Thought I would share.

Happy Holidays!
Andre

cas_de Dec 21, 18 9:00 am

Dear LH Lurkers,

first of all I would like to wish you happy holidays! I am reaching out to you using this channel, because I am getting extremely frustrated dealing with the M&M Hotline and with M&M over the contact form. Like many others I am still suffering from several mileage crediting issues since the March switchover to the new system. There are some instances where I chase correct credit of miles since April. After submitting this issue to M&M via the Hotline (both SEN and directly via the M&M Hotline) 4 times and submitting the relevant information via the contact form twice I only get a standard response that miles can only be credited within a six months window and that this problem can be avoided if I provide my M&M number at the time of booking/travel.


Sehr geehrter Herr ...,
Ihre Flüge, Hotelaufenthalte und Autoanmietungen werden automatisch erfasst, wenn Sie Ihre Miles & More Kartennummer in der Reservierung angeben oder die Karte am Check-in vorlegen. Nachträglich können Meilen innerhalb von sechs Monaten gutgeschrieben werden. Über diesen Zeitraum hinaus ist leider keine Erfassung möglich.

Auf unserer Homepage haben wir unter > Meilen sammeln < alles Wissenswerte zu diesem Thema für Sie bereitgestellt.

Mit freundlichen Grüßen
Ihr Miles & More Team
Which is what I did in the first place. As indicated I still have the issue of incorrect credit of a flight under the old system in April (booked in March); incorrect postings under the old system as recently as December; missing car rental mileage postings and a flight with a cash upgrade still to be adjusted / recredited.

In this particular case I booked two cash upgrades for a round trip in November. Both flights were credited only after I did request a retrocredit online under the original economy booking class and the using the old mileage system. After calling in both flights were taken out of my account ("storniert"). The outbound flight was re-credited correctly (in business class), but the return flight has not been re-credited yet for more than one month. A call to the SEN hotline did only yield the result "still pending". Frankly spoken, if the outbound segment can be corrected within a couple of days why is it seemingly impossible to correct the returning flight in a somewhat timely manner?

I am well aware of the technical issues that came along with the implementation of the new system, but still having to deal with issues (caused by this change) 8 months later is very frustrating. Getting standard text block responses that clearly don't have anything to do with addressing & solving the issue does not help to increase customer satisfaction.

Thanks,
cas_de

chris63 Jan 6, 19 6:46 am

Happy New Year, LH Lurkers !

Could we please have the Wine & Champagne list updated, current one is from November ;) & we are at 6th January

LufthansaGermanAirlines Jan 7, 19 4:31 am


Originally Posted by chris63 (Post 30617104)
Happy New Year, LH Lurkers !

Could we please have the Wine & Champagne list updated, current one is from November ;) & we are at 6th January

Dear chris63,

A Happy New Year for you, too!

You can find the updated Wine & Champagne list here:

https://www.lufthansa.com/de/en/luft...class-culinary

(Our exclusive wine selection in January).

Kind regards
Jonathan

chris63 Jan 7, 19 4:39 am


Originally Posted by LufthansaGermanAirlines (Post 30621337)
Dear chris63,

A Happy New Year for you, too!

You can find the updated Wine & Champagne list here:

https://www.lufthansa.com/de/en/luft...class-culinary

(Our exclusive wine selection in January).

Kind regards
Jonathan

Thanks for the reply, Jonathan

Whilst it might say it’s January’s F Wine list, it’s not
It’s from November

LufthansaGermanAirlines Jan 8, 19 5:03 am


Originally Posted by chris63 (Post 30621356)


Thanks for the reply, Jonathan

Whilst it might say it’s January’s F Wine list, it’s not
It’s from November

Hey chris63,

I will check with my colleagues and will come back to you as soon as I have an answer.

Kind regards
Jonathan

GOTBound Jan 11, 19 3:24 pm

Booking Economy Light tickets and I have added bags for some of the passengers on my booking. When I reach the final step (entering CC details) there a textbox with a yellow triangel and exclamation-point together with the text "Your service selection contains unavailable service(s). (119225)", if I remove the bags this message disappears. I did some googling and this seems lika a bug in the LH system, how ever the booking system lets me enter CC details and proceed with my booking (cost for bags are added in the total) but I don't dare to proceed since I'm afraid this error message thing will screw up my booking = charging my CC and then I don't get baggage allowance I paid for.

Any advice, should I just click proceed, pay and smile?

EK

danam Jan 13, 19 12:31 pm

Dear LH Lurkers,

As I'm kind of hitting a brick wall with my LH contacts for a refund (recently I asked for advice in the thread https://www.flyertalk.com/forum/luft...und-issue.html), are you able to provide a contact that I can actually speak to beyond the first line? I am constantly reassured that my refund is being dealt with (or that it has been dealt with according to the fare rules, which are irrelevant in this situation).

I don't want to deal with this through my credit card provider via a chargeback, I hoped that LH would deal with this professionally and quickly. But I just can't get a response as to why there is a problem and feel that I have no further options.

Thanks in advance for your assistance.

cas_de Jan 13, 19 2:33 pm


Originally Posted by cas_de (Post 30561176)
Dear LH Lurkers,

first of all I would like to wish you happy holidays! I am reaching out to you using this channel, because I am getting extremely frustrated dealing with the M&M Hotline and with M&M over the contact form. Like many others I am still suffering from several mileage crediting issues since the March switchover to the new system. There are some instances where I chase correct credit of miles since April. After submitting this issue to M&M via the Hotline (both SEN and directly via the M&M Hotline) 4 times and submitting the relevant information via the contact form twice I only get a standard response that miles can only be credited within a six months window and that this problem can be avoided if I provide my M&M number at the time of booking/travel.



Which is what I did in the first place. As indicated I still have the issue of incorrect credit of a flight under the old system in April (booked in March); incorrect postings under the old system as recently as December; missing car rental mileage postings and a flight with a cash upgrade still to be adjusted / recredited.

In this particular case I booked two cash upgrades for a round trip in November. Both flights were credited only after I did request a retrocredit online under the original economy booking class and the using the old mileage system. After calling in both flights were taken out of my account ("storniert"). The outbound flight was re-credited correctly (in business class), but the return flight has not been re-credited yet for more than one month. A call to the SEN hotline did only yield the result "still pending". Frankly spoken, if the outbound segment can be corrected within a couple of days why is it seemingly impossible to correct the returning flight in a somewhat timely manner?

I am well aware of the technical issues that came along with the implementation of the new system, but still having to deal with issues (caused by this change) 8 months later is very frustrating. Getting standard text block responses that clearly don't have anything to do with addressing & solving the issue does not help to increase customer satisfaction.

Thanks,
cas_de

Dear Lurkers - I am still looking forward to hearing back from you regarding this issue I have brought up before Christmas.

Thanks,
cas_de

LufthansaGermanAirlines Jan 14, 19 4:36 am


Originally Posted by Erikderek_SWE (Post 30642884)
Booking Economy Light tickets and I have added bags for some of the passengers on my booking. When I reach the final step (entering CC details) there a textbox with a yellow triangel and exclamation-point together with the text "Your service selection contains unavailable service(s). (119225)", if I remove the bags this message disappears. I did some googling and this seems lika a bug in the LH system, how ever the booking system lets me enter CC details and proceed with my booking (cost for bags are added in the total) but I don't dare to proceed since I'm afraid this error message thing will screw up my booking = charging my CC and then I don't get baggage allowance I paid for.

Any advice, should I just click proceed, pay and smile?

EK

Hi Erikderek_SWE,

sorry to hear that you're having problems adding baggage online.

I recommend that you please call the Online Support team (Help with lufthansa.com and the mobile app), so they can have a look at it.

Best regards,

Jonathan

LufthansaGermanAirlines Jan 14, 19 4:37 am


Originally Posted by danam (Post 30649655)
Dear LH Lurkers,

As I'm kind of hitting a brick wall with my LH contacts for a refund (recently I asked for advice in the thread https://www.flyertalk.com/forum/luft...und-issue.html), are you able to provide a contact that I can actually speak to beyond the first line? I am constantly reassured that my refund is being dealt with (or that it has been dealt with according to the fare rules, which are irrelevant in this situation).

I don't want to deal with this through my credit card provider via a chargeback, I hoped that LH would deal with this professionally and quickly. But I just can't get a response as to why there is a problem and feel that I have no further options.

Thanks in advance for your assistance.

Dear danam,

sorry to hear that you're still waiting for your refund.

Have you sent your request to Customer Relations? If so, could you please provide me with your feedback ID?

Kind regards
Jonathan

LufthansaGermanAirlines Jan 14, 19 4:37 am


Originally Posted by cas_de (Post 30650130)
Dear Lurkers - I am still looking forward to hearing back from you regarding this issue I have brought up before Christmas.

Thanks,
cas_de

Dear cas_de,

apologies for the late response.

I can understand that you are frustrated and want to get your miles credited correctly.

Could you please send me your Miles & More number and all the respective ticket numbers via PN?

I will forward it to responsible department and try my best.

Kind regards,

Jonathan

danam Jan 14, 19 5:26 am


Originally Posted by LufthansaGermanAirlines (Post 30652112)
Dear danam,

sorry to hear that you're still waiting for your refund.

Have you sent your request to Customer Relations? If so, could you please provide me with your feedback ID?

Kind regards
Jonathan

Hi Jonathan,

Lufthansa, FB ID 32615087. I'm a bit confused why it takes so long and that nobody communicates if/why there is an issue.

Thanks

cas_de Jan 14, 19 5:26 am


Originally Posted by LufthansaGermanAirlines (Post 30652115)
Dear cas_de,

apologies for the late response.

I can understand that you are frustrated and want to get your miles credited correctly.

Could you please send me your Miles & More number and all the respective ticket numbers via PN?

I will forward it to responsible department and try my best.

Kind regards,

Jonathan

Thanks Jonathan - I did just forward the relevant information to you via PM.

Best regards,
cas_de

pedrin Jan 14, 19 7:56 am

Good afternoon.
My first post on this thread. I enrolled in the winter Flytime promotion and did the 10k status miles as required, only to receive a mail message on Jan 4th stating that
"Unfortunately, you have not earned any extra miles".
I did go out of my way (literally :-) to fly 10k status miles, and now I feel cheated by this. I have written to m&m and got an autoreply and a reference number.
But it's just that. An "auto reply".
Any idea of the amount of time m&m takes to answer?
Thank you and regards
Pedro

cas_de Jan 14, 19 8:58 am

Dear LH Lurkers,

please see the following post:

https://www.flyertalk.com/forum/30652764-post1.html

are you able to follow internally to verify if NH booking class N is indeed excluded from earning miles with M&M?

Thanks,
cas_de

LufthansaGermanAirlines Jan 15, 19 6:40 am


Originally Posted by danam (Post 30652225)
Hi Jonathan,

Lufthansa, FB ID 32615087. I'm a bit confused why it takes so long and that nobody communicates if/why there is an issue.

Thanks

Hi danam,

please take my apologies that the processing of the refund takes so long. As my colleagues told me, you were informed that they are facing an unusual high volume of enquiries. They still have a backlog, therefore i kindly ask you to have a bit more patience.

Kind regards,

Markus

LufthansaGermanAirlines Jan 15, 19 6:42 am


Originally Posted by pedrin (Post 30652693)
Good afternoon.
My first post on this thread. I enrolled in the winter Flytime promotion and did the 10k status miles as required, only to receive a mail message on Jan 4th stating that
"Unfortunately, you have not earned any extra miles".
I did go out of my way (literally :-) to fly 10k status miles, and now I feel cheated by this. I have written to m&m and got an autoreply and a reference number.
But it's just that. An "auto reply".
Any idea of the amount of time m&m takes to answer?
Thank you and regards
Pedro

Hi pedrin,

as you already have received a reference number, please allow my colleagues to handle your case individually. They will have a deeper look into your account to see if you are eligible for the extra creditation.

Kind regards,

Markus

LufthansaGermanAirlines Jan 15, 19 6:43 am


Originally Posted by cas_de (Post 30652934)
Dear LH Lurkers,

please see the following post:

https://www.flyertalk.com/forum/30652764-post1.html

are you able to follow internally to verify if NH booking class N is indeed excluded from earning miles with M&M?

Thanks,
cas_de

Hi cas_de,

on NH carriers, booking classes N and R are excluded from earning miles.

Kind regards,

Markus

supine Jan 17, 19 1:38 am

Just some feedback on booking flights on lufthansa.com

I'm looking at FRA - PDX in June.

Search results offer an assortment of one stop flights.

However if I search MUC - PDX I see a lot more options and much more reasonable prices.

When searching from FRA none of these options to route via MUC are offered.

If I do multi-stop I can create a FRA-PDX routing via MUC but then I can't select different fare classes for the outbound and return journeys.

I know I can call in and get someone to construct this for me but I would just rather the FRA - PDX search surface the MUC routing options and have been done with this booking 5 minutes after I started.

LufthansaGermanAirlines Jan 18, 19 5:36 am


Originally Posted by supine (Post 30665172)
Just some feedback on booking flights on lufthansa.com

I'm looking at FRA - PDX in June.

Search results offer an assortment of one stop flights.

However if I search MUC - PDX I see a lot more options and much more reasonable prices.

When searching from FRA none of these options to route via MUC are offered.

If I do multi-stop I can create a FRA-PDX routing via MUC but then I can't select different fare classes for the outbound and return journeys.

I know I can call in and get someone to construct this for me but I would just rather the FRA - PDX search surface the MUC routing options and have been done with this booking 5 minutes after I started.

Hi supine,

I have forwarded your feedback internally for quality improvement.

Kind regards,
Jonathan

kbrauneis Jan 28, 19 8:05 am

Hi LH lurker,

Can you please be so kind as to ask your team members to refresh/update the following topic FB ID 32680238

thanks!


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