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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 Jun 30, 20 5:54 am


Originally Posted by Alec84 (Post 32495647)
I have a flight booking coming up next week and LH cancelled one of my flights. None of the call centers are answering and I simply don't have the time to be calling many hours every day. How do I proceed?

Dear Alec84,

I`m sorry to hear about the flight cancelation.

Due to the current situation the lines may be busy. If you can't reach my colleagues by now, please try again later in short regular intervals.

I apologize for the inconvenience caused.

Best regards,

Jonathan

Alec84 Jun 30, 20 11:13 am


Originally Posted by LufthansaGermanAirlines (Post 32495954)
Dear Alec84,

I`m sorry to hear about the flight cancelation.

Due to the current situation the lines may be busy. If you can't reach my colleagues by now, please try again later in short regular intervals.

I apologize for the inconvenience caused.

Best regards,

Jonathan

The time I can use for calling is very limited, so I'll ask you a few questions here, which will hopefully save time if I ever get through to a phone agent who might be incompetent (as they often are). I want to cancel the trip. Voucher is fine, but I have two conditions: a) voucher can be used to pay any future flights, not the same route I'm cancelling b) there is a 50e bonus on a separate voucher. Did I understand correctly that these conditions can be met? Otherwise I'll have to go for a cash refund.

Thanks!

LufthansaGermanAirlines Jul 1, 20 5:25 am


Originally Posted by Alec84 (Post 32496846)
The time I can use for calling is very limited, so I'll ask you a few questions here, which will hopefully save time if I ever get through to a phone agent who might be incompetent (as they often are). I want to cancel the trip. Voucher is fine, but I have two conditions: a) voucher can be used to pay any future flights, not the same route I'm cancelling b) there is a 50e bonus on a separate voucher. Did I understand correctly that these conditions can be met? Otherwise I'll have to go for a cash refund.

Thanks!


Hello Alex84,
you can use the FlightVoucher until 31.12.2021 and the route does not need to be the same.
The 50 Euro discount can be used on a new booking which is made up to and including 31. August 2020. In this case the journey must begin by 31. December 2020. More information about the voucher can be found here on our Homepage.
Best regards
Jens

robbie405 Jul 1, 20 3:45 pm

I have a LH voucher (against a trip LHR - MUC - PEK) and I am unclear when I can redeem it
There is conflicting advice on validity of the Flight Voucher

The Lufathansa voucher FAQ site says:
"You can redeem your FlightVoucher at any time until 31.12.2021 for one or more new bookings. This means you can decide at leisure when you would like to fly and use your FlightVoucher."


However the Terms of Use for FlightVoucher says:
"In order to have the FlightVoucher credited when rebooking, users must have rebooked his ticket up to and including 31.08.2020, whereby the new confirmed departure date may not be later than 31.12.2020".

My voucher says:
"Valid for travel until Dec 31, 2020
Redeemable until Aug 31, 2020"

I don't really want to travel until 2021 and want to wait to book later than 31 August. I am not concerned about the 50 EUR discount. I am not clear what the final date for validity or booking is - will this be clarified in the future

Thanks

LufthansaGermanAirlines Jul 2, 20 6:53 am


Originally Posted by robbie405 (Post 32500431)
I have a LH voucher (against a trip LHR - MUC - PEK) and I am unclear when I can redeem it
There is conflicting advice on validity of the Flight Voucher

The Lufathansa voucher FAQ site says:
"You can redeem your FlightVoucher at any time until 31.12.2021 for one or more new bookings. This means you can decide at leisure when you would like to fly and use your FlightVoucher."


However the Terms of Use for FlightVoucher says:
"In order to have the FlightVoucher credited when rebooking, users must have rebooked his ticket up to and including 31.08.2020, whereby the new confirmed departure date may not be later than 31.12.2020".

My voucher says:
"Valid for travel until Dec 31, 2020
Redeemable until Aug 31, 2020"

I don't really want to travel until 2021 and want to wait to book later than 31 August. I am not concerned about the 50 EUR discount. I am not clear what the final date for validity or booking is - will this be clarified in the future

Thanks

Hi robbie405,

there are two flight vouchers. One with 50 Euro discount and the other one without the discount.

You may rebook your ticket until 31th of January 2021 to a new date of travel in 2021. We will waive the rebooking fee. If your booked tariff is no longer available, the fare difference needs to be paid.

Best regards,
Jonathan

robbie405 Jul 2, 20 7:46 am


Originally Posted by LufthansaGermanAirlines (Post 32501862)
Hi robbie405,

there are two flight vouchers. One with 50 Euro discount and the other one without the discount.

You may rebook your ticket until 31th of January 2021 to a new date of travel in 2021. We will waive the rebooking fee. If your booked tariff is no longer available, the fare difference needs to be paid.

Best regards,
Jonathan

Thanks Jonathan
. I was not aware that there were two voucher systems as that wasn't clear in the application. That means with the one I have now I will have to travel by 31.12.20 and book by 31.08.20. Could I call to have my voucher changed to the other voucher valid to 31.12.21?

fkl Jul 2, 20 10:29 am


Originally Posted by LufthansaGermanAirlines (Post 32495954)
Due to the current situation the lines may be busy. If you can't reach my colleagues by now, please try again later in short regular intervals.

Do you have some recommendations for that? I called like 50 times already today. On the German line, do I need to wait out the whole 1:42 minutes announcement until you disconnect or can I hang up immediately after I hear "due to high call volume all lines are busy"? I got a flight on Tuesday that got cancelled and can't be changed online (there is a similar connecting flight that I'd like to take instead) so this is pretty annoying

LufthansaGermanAirlines Jul 3, 20 5:49 am


Originally Posted by robbie405 (Post 32501982)
Thanks Jonathan
. I was not aware that there were two voucher systems as that wasn't clear in the application. That means with the one I have now I will have to travel by 31.12.20 and book by 31.08.20. Could I call to have my voucher changed to the other voucher valid to 31.12.21?


Hello robbie405,
please call my colleagues in the Service Center and they will be able to assist you.
Best regards
Jens

LufthansaGermanAirlines Jul 3, 20 5:50 am


Originally Posted by fkl (Post 32502448)
Do you have some recommendations for that? I called like 50 times already today. On the German line, do I need to wait out the whole 1:42 minutes announcement until you disconnect or can I hang up immediately after I hear "due to high call volume all lines are busy"? I got a flight on Tuesday that got cancelled and can't be changed online (there is a similar connecting flight that I'd like to take instead) so this is pretty annoying


Hello fkl,
I'm sorry that it's difficult to get through to my colleagues in the Service Center. Unfortunately, there is not special time that I can tell for a lower call volume. Apologies for the inconvenience.
Best regards
Jens

cas_de Jul 3, 20 10:37 am

Dear Lufthansa Team:

I trust this message finds you well in these challenging times. I am really struggling with clarification of rebooking rules for award tickets that have been canceled due to the Corona shutdown. In my case we are talking about an award itin for 4 pax (Business Class, 3 adults, 1 child) from Germany to Canada, transatlantic services on LH, domestic flights within Canada operated by AC. 5 out of the 6 segments got canceled and when I spoke to the SEN line to park the reservation I was told that the tickets can be rebooked once for free before Dec 31, 2020 for travel until Dec 31, 2021 REGARDLESS of award inventory availability.

Now, the time has come where our new travel dates fall within the 330 day period where you can make reservations and after three calls to the SEN line I got a portfolio of contradictory and presumably fluid rules / statements:
  • Award Inventory needs to be available (agent #2 & #3 ) vs. any revenue booking class in the relevant cabin needs to be available (agent #1 )?
  • Downgrade not possible (X class has availability, I class does not have availability) -> flight cannot be rebooked in a lower class (agent #3 )?
  • Routing can be changed within the same country (agent #1 & #2 ) vs. no route change possible, only a date change is possible (agent #3 )?
  • Itin has to be rebooked to a date where the rebooked first segment is within the original ticket validity period (first segment + 365 days - agent #3 ) vs. ticket will be exchanged to a new ticket valid for one year from date of re-issue (agent #1 ) vs. ticket will be exchanged to a new ticket with validity of one year from date of first segment (agent #?)?
  • Yes, I can see availability for your flights (including segments operated by partners such as AC - agent #3 ) vs. partner availability has not been released for 2021 yet, because of general uncertainty and entry restrictions (agent #3 )?
  • If only X class is available when a ticket is (re-) issued and I class becomes available at a later point in time can the reservation be "upgraded" to I, because the underlying mileage used is for I class?
  • General rebooking conditions per waiver TWP 2011 apply to award bookings, too (agent #2 ) vs. "special" M&M rebooking rules (not specified - agent #3 )?
  • Are the general rules for the awards (# of segments, stopovers, open jaws) fully enforced or is there some flexibility in order to accommodate passengers?

I know you guys struggle big time these days to keep one nostril above the water line, but these inconsistent, sometimes contradictory and not necessarily customer friendly rules make it hard for us as customers to make plans, prevent/avoid refunds and make new reservations.

Any clarification is greatly appreciated!

Thanks and best regards,
cas_de

LufthansaGermanAirlines Jul 6, 20 7:31 am


Originally Posted by cas_de (Post 32505081)
Dear Lufthansa Team:

I trust this message finds you well in these challenging times. I am really struggling with clarification of rebooking rules for award tickets that have been canceled due to the Corona shutdown. In my case we are talking about an award itin for 4 pax (Business Class, 3 adults, 1 child) from Germany to Canada, transatlantic services on LH, domestic flights within Canada operated by AC. 5 out of the 6 segments got canceled and when I spoke to the SEN line to park the reservation I was told that the tickets can be rebooked once for free before Dec 31, 2020 for travel until Dec 31, 2021 REGARDLESS of award inventory availability.

Now, the time has come where our new travel dates fall within the 330 day period where you can make reservations and after three calls to the SEN line I got a portfolio of contradictory and presumably fluid rules / statements:
  • Award Inventory needs to be available (agent #2 & #3 ) vs. any revenue booking class in the relevant cabin needs to be available (agent #1 )?
  • Downgrade not possible (X class has availability, I class does not have availability) -> flight cannot be rebooked in a lower class (agent #3 )?
  • Routing can be changed within the same country (agent #1 & #2 ) vs. no route change possible, only a date change is possible (agent #3 )?
  • Itin has to be rebooked to a date where the rebooked first segment is within the original ticket validity period (first segment + 365 days - agent #3 ) vs. ticket will be exchanged to a new ticket valid for one year from date of re-issue (agent #1 ) vs. ticket will be exchanged to a new ticket with validity of one year from date of first segment (agent #?)?
  • Yes, I can see availability for your flights (including segments operated by partners such as AC - agent #3 ) vs. partner availability has not been released for 2021 yet, because of general uncertainty and entry restrictions (agent #3 )?
  • If only X class is available when a ticket is (re-) issued and I class becomes available at a later point in time can the reservation be "upgraded" to I, because the underlying mileage used is for I class?
  • General rebooking conditions per waiver TWP 2011 apply to award bookings, too (agent #2 ) vs. "special" M&M rebooking rules (not specified - agent #3 )?
  • Are the general rules for the awards (# of segments, stopovers, open jaws) fully enforced or is there some flexibility in order to accommodate passengers?

I know you guys struggle big time these days to keep one nostril above the water line, but these inconsistent, sometimes contradictory and not necessarily customer friendly rules make it hard for us as customers to make plans, prevent/avoid refunds and make new reservations.

Any clarification is greatly appreciated!

Thanks and best regards,
cas_de

Hi cas_de, Thank you for your extensive feedback. I am unable to provide a solution here, but I will forward your feedback to my colleagues.
For this purpose, feel free to DM us your booking code.
Kind regards, Maria

cas_de Jul 6, 20 9:24 am


Originally Posted by LufthansaGermanAirlines (Post 32511458)
Hi cas_de, Thank you for your extensive feedback. I am unable to provide a solution here, but I will forward your feedback to my colleagues.
For this purpose, feel free to DM us your booking code.
Kind regards, Maria

Thanks Maria,

I have sent you a PM.

Best regards,
cas_de

dh01 Jul 11, 20 4:58 pm

Voucher value
 
Dear Lurker,

I had several tickets bought through Orbitz,for March, April and May, Business class VIE NYC return, LH MUC JFK Business class return, LH KBP MUC PEK return in First class. All flights were cancelled by LH and OS. I am trying to get clarification. The value of each ticket, can be rebooked for other routes, BUT if the fare is LESS than the original ticket, I do not receive the value any further?
The travel agency is not sure, because it is rather illogical, of a cancelled flight by LH group, that somehow we are not entitled to reutilise the FULL value of the original tickets. Could you please clarify? Thank you!

LufthansaGermanAirlines Jul 13, 20 5:04 am


Originally Posted by dh01 (Post 32524820)
Dear Lurker,

I had several tickets bought through Orbitz,for March, April and May, Business class VIE NYC return, LH MUC JFK Business class return, LH KBP MUC PEK return in First class. All flights were cancelled by LH and OS. I am trying to get clarification. The value of each ticket, can be rebooked for other routes, BUT if the fare is LESS than the original ticket, I do not receive the value any further?
The travel agency is not sure, because it is rather illogical, of a cancelled flight by LH group, that somehow we are not entitled to reutilise the FULL value of the original tickets. Could you please clarify? Thank you!

Hello dh01, if your flights have been cancelled, you are entitled to a full refund which needs to be processed through your travel agency. In regards to your rebooking options, I highly recommend to call my colleagues at the Lufthansa Service Center to verify. We do offer very flexible rebooking options, but each ticket needs to be looked at individually.
Kind regards, Maria

cas_de Jul 13, 20 5:30 am


Originally Posted by LufthansaGermanAirlines (Post 32511458)
Hi cas_de, Thank you for your extensive feedback. I am unable to provide a solution here, but I will forward your feedback to my colleagues.
For this purpose, feel free to DM us your booking code.
Kind regards, Maria

Thanks for forwarding my input. I was contacted via email where I was told that they can only provide feedback over the phone and not in writing. I did talk to a very knowledgeable lady late last week and most of my questions have been resolved.

Thanks again,
cas_de

florens Jul 18, 20 8:56 am

No lounge access with business class tickets at TLL. LufthansaGermanAirlines can you forward feedback that this is unacceptable and we will take our business elsewhere in the future instead? Thank you.


https://cimg6.ibsrv.net/gimg/www.fly...099fa92ca.jpeg

LufthansaGermanAirlines Jul 22, 20 1:08 am


Originally Posted by florens (Post 32540704)
No lounge access with business class tickets at TLL. LufthansaGermanAirlines can you forward feedback that this is unacceptable and we will take our business elsewhere in the future instead? Thank you.


https://cimg6.ibsrv.net/gimg/www.fly...099fa92ca.jpeg

Hello florens,
after the temporary closure of the Lufthansa lounges because of corona pandemic we are reopening more and more lounges in Germany and at worldwide destinations. A list of these lounges can be found here. Our goal is to reopen a large part of our lounges as soon as possible. In regards to our contract lounges, we have not yet resumed the offer that we have had to suspend for health protection reasons in the past few weeks. We will soon decide in which form we can offer this service again.
Kind regards
Jens

florens Jul 22, 20 2:48 am


Originally Posted by LufthansaGermanAirlines (Post 32549556)
Hello florens,
after the temporary closure of the Lufthansa lounges because of corona pandemic we are reopening more and more lounges in Germany and at worldwide destinations. A list of these lounges can be found here. Our goal is to reopen a large part of our lounges as soon as possible. In regards to our contract lounges, we have not yet resumed the offer that we have had to suspend for health protection reasons in the past few weeks. We will soon decide in which form we can offer this service again.
Kind regards
Jens

Sounds like an excuse.

roundaboutspain Aug 28, 20 3:17 am

Dear LH Lurker! Unfortunately, I am quite desparate reagrding some refund of a flight which should have taken place at the beginning of April (and was cancelled ...). To get the refund we called the Spanish hotline (since the flight started in Madrid) at the end of March and were told we'd get back the money within max six weeks to the credit card (which didn't happen). After monthly calls in May, June and July, I wrote to LH online in August and we still didn't get any satisfactory reply, just the standard answer that LH is very sorry and there are big delays, and that eventually, we'd get back the money if justified ... since this was a return flight to Canada in Premium Economy the amount is quite substantial for us and I would really appreciate your help or suggestions on how to get the refund. After five months I am really desparate and considering using FairPlane or FlightRight etc. even if this implies losing a lot of money to them.

LufthansaGermanAirlines Aug 31, 20 7:12 am


Originally Posted by roundaboutspain (Post 32635324)
Dear LH Lurker! Unfortunately, I am quite desparate reagrding some refund of a flight which should have taken place at the beginning of April (and was cancelled ...). To get the refund we called the Spanish hotline (since the flight started in Madrid) at the end of March and were told we'd get back the money within max six weeks to the credit card (which didn't happen). After monthly calls in May, June and July, I wrote to LH online in August and we still didn't get any satisfactory reply, just the standard answer that LH is very sorry and there are big delays, and that eventually, we'd get back the money if justified ... since this was a return flight to Canada in Premium Economy the amount is quite substantial for us and I would really appreciate your help or suggestions on how to get the refund. After five months I am really desparate and considering using FairPlane or FlightRight etc. even if this implies losing a lot of money to them.

Dear roundaboutspain,

as much as I can relate to your upset and wish we'd be able to help, there is no option to speed up the process or escalate, I'm sorry! All refund inquiries are currently processed with heavy delay due to an enormously high volume of requests. That situation was not foreseeable a few months ago, hence the deviant answers about the handling. However, this month we've committed to process and pay all refund applications for the first half of the year by the end of August and I assume your case will be followed up as soon as possible, as well. From my side, I can, sadly, only ask for a little bit more patience. Thank you for your understanding!

Best regards,
Katharina

sydunipete Sep 23, 20 12:40 am

Dear LH Lurker and others,

how long should it take for a flight change to make it through ticketing?

I have a Z ticket booking through the LH site, I've taken the forward journey and I'm trying to change the return journey which involves partner airlines. 5 times now I've updated the reservation using the call centre, I confirm it's in the queue for ticketing, then at a later stage (usually a few days to a week or two) something drops off the booking or I get an email saying the journey has been cancelled.

I know these are difficult times, are there any tips to ensure my change gets ticketed?

Many thanks.

LufthansaGermanAirlines Sep 23, 20 6:15 am


Originally Posted by sydunipete (Post 32694586)
Dear LH Lurker and others,

how long should it take for a flight change to make it through ticketing?

I have a Z ticket booking through the LH site, I've taken the forward journey and I'm trying to change the return journey which involves partner airlines. 5 times now I've updated the reservation using the call centre, I confirm it's in the queue for ticketing, then at a later stage (usually a few days to a week or two) something drops off the booking or I get an email saying the journey has been cancelled.

I know these are difficult times, are there any tips to ensure my change gets ticketed?

Many thanks.

Hi sydunipete,

kindly provide us with your booking reference and the full names of all passengers in a DM. I will ask my colleagues about your reservation and the reissuing process.

Best regards,

Markus

vinosity Sep 24, 20 4:58 am

Hi LH Lurker,

It was suggested I repost my issue in this thread. Any help you can give me would be greatly appreciated.

To cut a long story short, I am stuck Bolivia as Lufthansa are not honouring their duty of care, as far as I can see.

My initial flights VVI-BOG-FRA-MAN, scheduled for June 17 were cancelled. The VVI-BOG leg was via Avianca (I had mistakenly written Copa in the initial post), the rest being with Lufthansa. The initial ticketing was all done through Lufthansa.

Each time I talk to the service centre I get a different series of responses.

When borders reopened (1/9/20) they ticketed me via Sao Paolo, flying the first leg on an airline they don't have an interline agreement with (Amaszonas). This first leg kept being deticketed, and they kept trying again.

The upshot of my latest conversation with them, resulted in them offering three options.
  • Pay 3000 for the reticketing of my Lufthansa flight from Sao Paulo; I would have to make my own way to Sao Paulo. (they had originally offered this with no rebooking fee, before reneging when I came to book)
  • Take a partial refund (which removes their duty of care)
  • Wait until Copa starts operating internationally again and fly via my initial routing (this could be October; but there is no real indication as to when)
I have refused to accept the first two options, and my ticket is currently on hold.

As far as I can see they are in direct contravention of EU Reg 261/2004

I am currently overstaying my visa, as the Bolivian borders opened on 1/9/20 for the purposes of air travel. This is incurring me a $3 per day penalty.

The Lufthansa office in La Paz, Bolivia are refusing to return my calls.

Quite frankly, I am desperate. I have to go home. Any advice or guidance that anyone can give would be gratefully received.

vinosity Sep 24, 20 2:38 pm


Originally Posted by vinosity (Post 32697188)
Hi LH Lurker,

It was suggested I repost my issue in this thread. Any help you can give me would be greatly appreciated.

To cut a long story short, I am stuck Bolivia as Lufthansa are not honouring their duty of care, as far as I can see.

My initial flights VVI-BOG-FRA-MAN, scheduled for June 17 were cancelled. The VVI-BOG leg was via Avianca (I had mistakenly written Copa in the initial post), the rest being with Lufthansa. The initial ticketing was all done through Lufthansa.

Each time I talk to the service centre I get a different series of responses.

When borders reopened (1/9/20) they ticketed me via Sao Paolo, flying the first leg on an airline they don't have an interline agreement with (Amaszonas). This first leg kept being deticketed, and they kept trying again.

The upshot of my latest conversation with them, resulted in them offering three options.
  • Pay 3000 for the reticketing of my Lufthansa flight from Sao Paulo; I would have to make my own way to Sao Paulo. (they had originally offered this with no rebooking fee, before reneging when I came to book)
  • Take a partial refund (which removes their duty of care)
  • Wait until Copa starts operating internationally again and fly via my initial routing (this could be October; but there is no real indication as to when)
I have refused to accept the first two options, and my ticket is currently on hold.

As far as I can see they are in direct contravention of EU Reg 261/2004

I am currently overstaying my visa, as the Bolivian borders opened on 1/9/20 for the purposes of air travel. This is incurring me a $3 per day penalty.

The Lufthansa office in La Paz, Bolivia are refusing to return my calls.

Quite frankly, I am desperate. I have to go home. Any advice or guidance that anyone can give would be gratefully received.

Thanks for all the advice. I woke up this morning to an offer of rerouting tomorrow VVI-GRU-FRA-MAN.

It's exactly the same offer they made at the beginning of the month, and then reneged upon.

It would have been almost for me to get to where I am in Bolivia to VVI to catch the flight, so we agreed that I could do the same routing next Friday. I also had a sneaking suspicion that they would renege again.

Well, at about midday today, they reneged on their offer of honouring the first leg, as they don't have an interline agreement with the airline concerned.

Now it has been agreed that I can pick up my flight from Sao Paulo if I can get there myself, out of my own pocket; without the 3000 reticketing fee they had originally said I should pay.

Quite frankly I am incredibly disappointed and disgusted with this airline. Myself and my family have used them for years.

I don't understand how they can make an offer that is accepted and ticketed, and then rescind it.

I was very lucky that I didn't drop everything and fly out to Santa Cruz this morning, as that would have left me in an unsafe place where I would have to pay for accommodation until such a time as I could get back to where I currently am, or leave the country.

LufthansaGermanAirlines Sep 25, 20 5:23 am


Originally Posted by vinosity (Post 32698570)
Thanks for all the advice. I woke up this morning to an offer of rerouting tomorrow VVI-GRU-FRA-MAN.

It's exactly the same offer they made at the beginning of the month, and then reneged upon.

It would have been almost for me to get to where I am in Bolivia to VVI to catch the flight, so we agreed that I could do the same routing next Friday. I also had a sneaking suspicion that they would renege again.

Well, at about midday today, they reneged on their offer of honouring the first leg, as they don't have an interline agreement with the airline concerned.

Now it has been agreed that I can pick up my flight from Sao Paulo if I can get there myself, out of my own pocket; without the 3000 reticketing fee they had originally said I should pay.

Quite frankly I am incredibly disappointed and disgusted with this airline. Myself and my family have used them for years.

I don't understand how they can make an offer that is accepted and ticketed, and then rescind it.

I was very lucky that I didn't drop everything and fly out to Santa Cruz this morning, as that would have left me in an unsafe place where I would have to pay for accommodation until such a time as I could get back to where I currently am, or leave the country.

Dear vinosity,

I'm sorry to hear of your situation and regret the problems caused by various airlines' cancellations and reduced flight operation. I just as much regret the back and forth discussing your options with the Service Center. Nevertheless, you might understand that the ongoing pandemic is just as challenging for us and it still proves quite difficult to provide stranded passengers with flight alternatives, given the fact that a lot of (partner-)airlines cancelled established routings and code-share connections. If you've been inaccurately offered a rebooking and we had to step back from initial offer, that's quite unfortunate and most definitely disappointing. However, I'd rather view it as my Service Center colleagues owning up to a mistake. Nevertheless, I understand that you've came to an agreement after all and will be able to use your return flight from Sao Paulo next week. Let me remind you that you have the possibility to forward any feedback and request for reimbursement to Customer Relations after arrival at your final destination. Colleagues there will then look into their options. I wish you a safe return flight and, once more, apologize for the caused upset. Maybe you will give us the chance to make up for it at some point later in the future.

Best regards,
Katharina

vinosity Sep 25, 20 7:21 am


Originally Posted by LufthansaGermanAirlines (Post 32699587)
Dear vinosity,

I'm sorry to hear of your situation and regret the problems caused by various airlines' cancellations and reduced flight operation. I just as much regret the back and forth discussing your options with the Service Center. Nevertheless, you might understand that the ongoing pandemic is just as challenging for us and it still proves quite difficult to provide stranded passengers with flight alternatives, given the fact that a lot of (partner-)airlines cancelled established routings and code-share connections. If you've been inaccurately offered a rebooking and we had to step back from initial offer, that's quite unfortunate and most definitely disappointing. However, I'd rather view it as my Service Center colleagues owning up to a mistake. Nevertheless, I understand that you've came to an agreement after all and will be able to use your return flight from Sao Paulo next week. Let me remind you that you have the possibility to forward any feedback and request for reimbursement to Customer Relations after arrival at your final destination. Colleagues there will then look into their options. I wish you a safe return flight and, once more, apologize for the caused upset. Maybe you will give us the chance to make up for it at some point later in the future.

Best regards,
Katharina

Katharina,

I very much appreciate the time you have taken to respond to my posts. I do fully understand the issues being caused with the pandemic, my objection has always been to the inconsistency of treatment afforded to me by Lufthansa customer services.

It is not the concern of the customer to be involved in the mechanics of any business, including that of airlines. However, it is always important that both parties act with informed honesty and integrity. In this instance, Lufthansa customer services have proved themselves to be uniformed (such as 4 times offering a leg with an airline that Lufthansa did not have and interline agreement with; mechanics); lack of integrity, in failing to honour flight changes when previously agree; and a lack of honesty, by claiming that I had agreed to something when I most certainly had not.

I am currently in exactly the same position that I was in earlier this month, where I theoretically have an agreed flight out of GRU, if I can make my own way to the airport. The last time, when I called to find out why I could not select seats, I was told that I would have to pay around 3000 to be reticketed as the fares had changed. This is again mechanics; this is no concern of mine.

None of these issues would have arisen if, after Lufthansa customer services admitting to and explaining the non-interline issue (after the third time they tried to book that leg), would have stuck to the agreement that was made with me about making my own way to GRU.

So, forgive me if I am still very wary of my real and implied contract with Lufthansa; and I will remain so until they actually deliver me to my destination, which has been promised multiple times.
I will certainly be contacting customer services once I reach my destination, to seek redress. I am confident we can agree to a mutually acceptable solution.

Once again, I really do appreciate the time you have taken to respond to my posts.

All the best.

YYCCL3 Sep 28, 20 8:07 am

Dear LH Lurker,

I have submitted a damaged baggage claim in early July and have a Feedback ID number. Customer Relations was very responsive (24-36 hours) during the initial several days, but since I submitted the requested receipts via email I have heard nothing and they refuse to respond to my requests for a status update via email. It appears not to be possible to contact this department by telephone. How can I get a status update on this topic?

Thank you.


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