unfortunately there is no email even in spam box, could you re-send once more please to mojemail25(at)gmail(dot)com? thank you

Very sorry to hear about your experience! Unfortunately, we are unable to overrule any decision made by Customer Relations. Kindly contact them directly again, referring to your original feedback ID. My colleagues will then have another look into the file and re-evaluate your case.

Kind regards,

Markus

Hi romans,

unfortunately, we're unable to send out emails for already closed cases. Kindly contact Customer Relations directly again, referring to your original feedback ID.

Kind regards,

Markus

I have already done that and asked for a formal complaint to be raised. Nobody has replied since this last email on 6/11/23Thank you for your inquiry dated November 04, 2023.



We understand your wish to receive refund. However, please take a moment to understand why we are unable to fulfill your request.



Sorry for the inconvenience caused to you. We would like to inform you that the receipt you have provided is from United Airline. In this case we cannot comply the

request of refund. The respective operating carrier, who has access to all relevant

flight operations data, is best suited to address flights which fall under EU regulation

261/04. We have therefore forwarded your correspondence to the operating carrier

United Airline to facilitate the fastest and most accurate answer. They will contact

you as soon as possible.



Our decision has already been carefully considered, taking into account, that you

have the status of a Frequent Flyer and that such cases must be handled with

appropriate care.



Of course, our decision was made after carefully considering the legal situation

along with goodwill considerations. Therefore, we kindly request your understanding

that we choose to uphold our decision and consider the case closed.

Sincerely,

Preeti Kumai

How can this type of response be acceptable? I will happily upload copies of my call recordings to here.
Please advise on the process to raise a formal complaint when my previous attempts have been ignored.

Hello adfg,
Customer Relations is the correct point of contact for complaints, therefore I am not able to offer you a different contact. I am sorry that my colleagues' responses are unsatisfactory for you. I can send a reminder to my colleagues and ask them to have another look into your case. But, as my colleague Markus already mentioned, we don't have any influence on the decisions made by Customer Relations.
Best regards,
Jens

Hello, I submitted a compensation & expenses claim today for a flight re-routing due to a late LH that would've missed the connection.

On the form however (https://www.lufthansa.com/gb/en/comp...irregularities) it says the costs should be added and I included the UK261 compensation figure. Should I have done that? Or only the expenses costs? That bit wasn't clear.

Also what is the current timeline on when I can expect a response? Feedback ID 39437750

Hi Jens,
I want to know how to make a formal complaint - please advise on this process.
Customer services have not responded since November despite further emails to them on the same issue number so I do not see why they would do so now. By quoting their patronising canned responses above I hoped that somebody who had actually read what I am asking for would intervene by escalating this to a superior within customer services as they have repeatedly displayed arrogance and disregard to me, but it appears that this avenue is not going to work so I will need to raise a formal complaint. While this attitude to customers may dissuade a certain percentage from bothering to continue their claims, I am not going to give up and will proceed with legal action to reclaim the money if required.

Hello desiman,

the form is multipurpose so that is fine. The colleagues will check for both of your requests accordingly.

However, I can't give you an estimate on the time until you receive an answer as each case is handled individually.

Kind regards,

Nils

Hi again adfg,

a complaint also would have to be registered with our colleagues from Customer Relations. However, if you scroll down all the way on the following page - there is the explanation for an arbitration process: https://www.lufthansa.com/de/en/pass...bitrationboard.

In order to still help you out from our side - the offer still stands to escalate your case internally, if you so wish. Just let us know.

Kind regards,

Nils

Hi Nils,

Yes I would like you to escalate this case internally and if somebody actually reads and responds appropriately, it can be resolved this way. The reason is simple - I have been told repeatedly that this relates to EU261 when it was a domestic US flight on United Airlines and I am claiming for baggage charges that Lufthansa Miles&More told me (as per recording and note on PNR) they would pay me back for - this response is factually incorrect in almost every way.

Thanks

I have had no response other than the initial case number for over three weeks. It would be very helpful to get a better understanding of how long this is going to take as I have out of pocket costs and also loss of earnings which I was hoping would be offset in part by the EU261 payments for us both - so it is impacting on us financially. I am not sure why a simple claim arising during the 7-9 March issues is taking so long to process when others are reporting receipt of funds over 10 days ago

Hello Lucker,

Hope you will be able to help me. ID number: 39162170. Lufthansa confirmed that:
"We are happy to confirm that we have issued the payment in the amount of 600 EUR to your designated account. We continue to rely on your patience as it can take some time for the payment to become fully accessible to you", but money is still not on my accounts, it's already 2 weeks from now... Could you please chase them, because they are not replying to me again...

Thank you,
Ernesta

Hello adfg,

Your claim has already been escalated to our Customer Relations team, they will get back to you as soon as possible.

Best regards
Birgit

Hello Ernesta,

Please rest assured, that our Customer Relations team is still processing your claim. My colleagues are doing their utmost to handle you case as fast as they can. Your continued patience is appreciated.

Best regards
Birgit

Hello thegreatmrsj,

Much as I understand your wish to have this resolved as fast as possible, please understand that we cannot speed up the process nor provide a time frame for our Customer Relations team's handling of claims. Please rest assured that my colleagues are processing each claim as fast as they can.

Best regards
Birgit

Can't search for awards
 

hi LufthansaGermanAirlines - I'm a M&M-member from Sweden.

By 30th November 2023, Lufthansa closed down all Miles & More credit cards in Sweden. Sad.

However, to my (our) issue. Since this winter, nobody that had the M&M credit card in Sweden can search for award flights. As soon as we open up the search we receive an error. Please find attached. This is amongst basically all previous members.

I have created a technical case, and so has others, but haven't seen any progress. Can you please look into this?

What is making it worse is that since we don't have a credit card anymore, our miles aren't protected, and now a majority will expire by 2024-09-30. At the same time we can't search for awards to use the miles. Tricky.



https://cimg0.ibsrv.net/gimg/www.fly...e9cefe2ab1.png

Hello antjer,

Creating a technical case is the right way to go about this, as the Miles & More Tech team will have to look into this. It might also be a good idea to get in touch with the Miles & More Service team directly, if the issue is also not being able to search for flights using your Miles & More account.

Best regards
Birgit

Hello Lucker,

Thank you for your reply. ID number: 39162170. Your colleagues replied to me that payment error was occured. Could you please ask them to send me direct link with PIN code where I can enter my bank details? As I know it works faster and no errors occur with this method. Thank you so much :)

Ernesta

Hello!

I had a flight to Tokyo on the 7th of March from Frankfurt, flight LH716 (connection) which was cancelled due to the Verdi strike which involved the Lufthansa Ground Staff.

Because of this the flight is covered by the EU261 as the strike affected your own staff and was not a third-party company. We arrived 9 hours later on another flight and we were two passengers which should give us the right to get compensated by €1200.

I’m aware that the security staff also went on strike this day but as my arriving flight arrived in the same terminal as the departing flight I was not affected by this.

It’s almost been a month now and I’ve yet to receive a reply on my case. Case number 39335285

Could you please look into this matter and see how it is going or send a reminder to customer service?

Thanks in advance!

Hello Lurkers - could you help chase some mileage credits from a February flight (chaos) that was cancelled by LH, rebooked to Asiana, and me running after them since....? I have a case number I could PN to you.

Hello Ernesta,

while I can't promise that this will be possible, I will forward your question to have the payment switched for a faster process to our colleagues. They will get back to you themselves to let you know and advise on how to obtain promised compensation.

Best,
Katharina

Hello dannilicious,

while I can understand that you wish to receive a quicker feedback regarding your claim and probably expected your compensation request to be agreed to much earlier, at this point, we are unable to speed up the process for you. Due to the many flight irregularities and strike activities during the past couple of months, Customer Relations is facing a higher volume of claims than usual and it may take a bit longer for them to get back to you. I kindly ask you to have a little bit more patience.

Thanks,
Katharina

Hi FS_FRA,

yes, please send us the case number via private message so we can internally forward your claim and ask for a follow-up.

Best,
Katharina

I have been in the Senator lounge and Panorma lounge in FRA a handful of times in the last few months. Every time I am there in the evenings, I have seen one or more mice running around. Is there any effort being made to eradicate the mice in the lounges?

Hello Lucker,

Your colleagues replied to me, but they are lying to me. 20.03.2024 they replied to me that they made money transfer, then 03.04.2024 they wrote to me that they have received payment error, and yesterday they replied to me and send me payment receipt which shows is with the same date 20.03.2024 (they told they received payment error on this payment). It means payment was not made...

Could you please check?

Thank you,
Ernesta

can you update me please? no answer after I created this.

Hello nanneboy,

apologies that the mouse situation in the lounge mentioned still exists. I have forwarded your post internally to the relevant colleagues, and we will get back to you as soon as we have more information.

Best regards
Tania

Hello Ernesta,

please send us the 8-digit feedback ID and the registered name via DM, and I will inquire internally for you.

Best regards
Tania

Hello romans,

apologies for the wait without further feedback on your claim. I have sent a reminder to the responsible colleagues with the request to finalize your case.

Best regards
Tania

I have just received the following feedback from the responsible department:

We are aware that there are currently increased sightings of mice in various areas of Frankfurt Airport, including a few in lounges used by Lufthansa. Lufthansa is in close contact with the airport operator Fraport – a comprehensive package of measures has been developed to remedy the problem and is now being implemented.

Kind regards,
Tania

They closed my case without reading the details therefore I created new case where is my issue with incorrect refund explained - FB ID 39510647. Can you please let them know to read the attached pdf explaining? Thank you

Hi, We've created the case (downgrading after cancellation and rebooking) on February 26th. However, apart from the automatic confirmation, we haven't received a single message...

Your Feedback to Lufthansa, FB ID 39242084

Hello romans,

for security reasons and full access, kindly send us the full customer name you have registered the claim at Customer Relations via DM. We will then check whether it proves helpful to reach out to our colleagues, once more, for better understanding. Thanks!

Best,
Katharina

Hello zabsko,

like above, kindly send us the full customer name in relation to mentioned feedback ID for security reasons via DM. We will then check on the handling status for you. Thanks!

Best,
Katharina

Hello LufthansaGermanAirlines could you follow up on this one again as I'm getting no response now after an initial offer which was incorrect

Feedback ID: 39437750

Thanks for your help

Dear desiman,

in order for us to follow up and reach out to Customer Relations on your behalf, please (in addition to your feedback ID) send us your / the claimant's name via DM. Thanks!

Best,
Katharina

I had 2 rimowa trolleys destroyed on LH flights.
when i did the claim, i got 160euro for both suitcases. one was quite old 5 years, but it was in perfect shape when i checked it in.

in the past LH always replaced everything without any fuzz, but i find it a bit harsh to only payout 160euro for a rimowa, you cant even buy a used one for that money.

so i had to buy 2 new ones, and had to pay 1200euro each.

not a cool expierience.

Hello LufthansaGermanAirlines

I wanted to confirm the baggage allowance on my aeroplan award ticket in economy standard (X)
If the ticket is from
YYZ>CDG on AC with a stopover in CDG
Then CDG>MUC (LH) > TPE (on BR)

For the flight from CDG > MUC on lufthansa, will I be charged baggage fees on the award ticket
When I go to manage my booking on lufthansa it says there is no baggage included even though it is a standard economy ticket?
Will there be a charge on lufthansa even though the ticket is a standard fare ?

Hello ccrl.tst,

You are welcome to share your booking code along with a full passenger name via PM so we can check this for you.

Best regards,
Birgit

Thanks LufthansaGermanAirlines ! The issue was resolved today.