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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)

SebFra Jan 7, 13 4:58 am


Originally Posted by LufthansaGermanAirlines (Post 19872208)
Hi f4free, please be assured that we have forwarded your feedback and concerns -as well as those of verve and mamb0 - to the responsible department.
Vanessa

Dear Lurkers,

you have not even been able to get the incorrect information about Business Class mileage earnings corrected within 4 months after we told you.... do you really think we believe in your "...to the responsible department" any more? I strongly believe it all goes into trash and no one at LH does care any more, not even for HON.
Even the December issue of LH Magazin tells us that Business Class will earn 200% mileage.
It's just a lie. It is real cheating on the customer. If you are really working for LH and want to help us you should make a real claim to your top management that something is going wrong and some people are not taking their jobs seriously. I remember the email that was coming to public that LH wanted to make the changes public as late as possible, so that no one is able to book awards with the old chart any more. I feel the same is happening now.

I had nearly 500,000 HON miles last year and I feel that LH is not rewarding this loyality any more but cheating the best customers. Should I really pay for my food and bags on Germanwings etc.? It is crazy.

LufthansaGermanAirlines Jan 7, 13 7:22 am

Dear Flyertalkers,
we hope you had a wonderful holiday season and a great start into the new year.
Many thanks for your positive feedback! As of today we are back and ready to answer your questions and help with enquiries.

Best regards,
your Lufthansa Flyertalk Team

LufthansaGermanAirlines Jan 7, 13 7:29 am


Originally Posted by LeenaTheHound (Post 19964616)
After flying around 50 hours of long haul in 3 weeks, I was asleep within seconds of hitting the seat on LH731 (HK-MUC), Dez.19. Was woken up after a few minutes by stewardess asking if I would move so a family could be relocated together. As no-one else would give up their aisle seat for a middle and I am a nice guy (but not any more) I said OK 'Please just let me sleep'. What they did not tell me as they walked me towards the back of the aircraft was that there were two babies, one in the next seat and one across the aisle. As you can guess they tag team cried the whole flight. I asked the stewardess why she did not think to mention there were babies when I was kind enough to give up my seat and sleep - stupid question I guess. She really didn't give a damn.

On the same flight, despite making it very clear at HK check in, they also booked my miles to the wrong programme and have ignored all requests to have this corrected.

Lurkers... help, please: FTL 9922 2344 [xxxx XXX]

Dear LeenaTheHound,
I'm sorry to hear you were not able to relax properly during last flight and that the flight attendants seemed to be desinteressted and refused to assist. I will of course forward this to the responsible department.
Could you kindly send us your complete Miles & More number and the ticket number of the respective fligh via pm? In addition we also need the number of the account that the miles were credited to in error. We will forward your request to Miles & More again to see if this can be corrected still.

Best regards
Stefanie

Grog Jan 7, 13 3:40 pm

I've been waiting on a replacement Senator card since October. I had to surrender mine as it was a combination Senator card and LH Credit Card. I requested a replacement card on 4 occasions. The timeframe told to me is always 4-6 weeks, even though the imprinted, embossed luggage tags take only ten days. I have now received two sets (4) imprinted, embossed luggage tags, but no Senator card.

The current word from LH M&M: if I am flying *Lufthansa only*, I can call LH M&M with the LH booking reference and they will provide me with a letter for that specific flight only. But if I am flying other Star Alliance carriers, I won't be permitted to enter any lounge.

Two questions:

1) Why on Earth does it take so much longer for the embossed Senator card over the embossed luggage tags? They are of the exact same technical quality.
and
2) Is it true that, due to LH's inability to mail a plastic card for the last 4 months, I can't utilize lounges for Star Alliance flights until M&M finally figures out why it can't mail me a plastic card?

Thanks in advance.

LufthansaGermanAirlines Jan 8, 13 7:10 am


Originally Posted by SebFra (Post 19992333)
Dear Lurkers,

you have not even been able to get the incorrect information about Business Class mileage earnings corrected within 4 months after we told you.... do you really think we believe in your "...to the responsible department" any more? I strongly believe it all goes into trash and no one at LH does care any more, not even for HON.
Even the December issue of LH Magazin tells us that Business Class will earn 200% mileage.
It's just a lie. It is real cheating on the customer. If you are really working for LH and want to help us you should make a real claim to your top management that something is going wrong and some people are not taking their jobs seriously. I remember the email that was coming to public that LH wanted to make the changes public as late as possible, so that no one is able to book awards with the old chart any more. I feel the same is happening now.

I had nearly 500,000 HON miles last year and I feel that LH is not rewarding this loyality any more but cheating the best customers. Should I really pay for my food and bags on Germanwings etc.? It is crazy.



Dear SebFra, I will gladly follow up again the issue with the incorrectly stated Business Class miles as pointed out by you. At the same time I assure you that we have forwarded your enquiry several times to Miles & More as well as the editorial department of the LH Magazine.
Please understand, however, that our influence on decisions and implementations to the Miles & More Program or any other product within the Lufthansa organization is of course limited to a certain degree. What we can do is to communicate suggestions and feedback on your behalf to the relevant departments - which can indeed lead to a positive change, but can by no means be seen as a given.
Regarding Germanwings, you will be able to transport a bag with the max. weight of 23kg free of charge and you will receive a snack and beverage when booking a “Smart Fare” (the Standard Fare) ticket -- alternatively you will be able to take two pieces of baggage (each max. weight 23kg) and you will be able to enjoy á la carte catering when booking a “Best Fare” (the Comfort Fare) ticket.

Best regards,

Isabell

LufthansaGermanAirlines Jan 8, 13 7:11 am


Originally Posted by Grog (Post 19996682)
I've been waiting on a replacement Senator card since October. I had to surrender mine as it was a combination Senator card and LH Credit Card. I requested a replacement card on 4 occasions. The timeframe told to me is always 4-6 weeks, even though the imprinted, embossed luggage tags take only ten days. I have now received two sets (4) imprinted, embossed luggage tags, but no Senator card.

The current word from LH M&M: if I am flying *Lufthansa only*, I can call LH M&M with the LH booking reference and they will provide me with a letter for that specific flight only. But if I am flying other Star Alliance carriers, I won't be permitted to enter any lounge.

Two questions:

1) Why on Earth does it take so much longer for the embossed Senator card over the embossed luggage tags? They are of the exact same technical quality.
and
2) Is it true that, due to LH's inability to mail a plastic card for the last 4 months, I can't utilize lounges for Star Alliance flights until M&M finally figures out why it can't mail me a plastic card?

Thanks in advance.



Dear Grog, I will gladly follow up with Miles and More as to why the issuance of your Senator Card has still not been processed. May I therefore ask you to please send me the following details via PM: your Senator Card number or Customer number, your full name and your address.

Kind regards,

Isabell

honza Jan 8, 13 10:36 am

Dear Lurkers,

I have booked a bonus ticket (LH ticketed and confirmed on UA) ITO-LAX-LAS. Unfortunately UA has changed schedule and the ITO-LAX flight was cancelled and I was rebooked automatically on a day later, unfortunately the rebooking was done only on the first segment = after I arrive to LAX, my connecting flight is already over 12 hours away. Ca 10 calls and email to LH call centre - "we can give you money back, but we cannot rebook the second segment for you on a flight where is no bonus class availability".

- I had a similar issue with Czech airlines - bonus ticket, flight schedule of KE changed so that I would miss my connection and Czech airlines rebooked me on another flight without award inventory (KE) (to J class)
- Delta offers rebooking when the schedule change is larger than one hour
- IATA mentions Involuntary rerouting that justify the change of carrier, routing or class of service if flight is cancelled OR does not operate reasonably in accordance with the schedule (my new flight is 25 hours later) OR an airline causes a passenger to miss a connecting flight on which he holds a confirmed reservation - in that case the costs are given to the carrier that caused the flight irregularity.

In my case I do not want to change routing or carrier, I even have agreed to fly one day later (even though I have already booked cars, hotels etc...), but no one is able to help, always the same “no award availability, we try to send it somewhere, call tomorrow”...

Questions :
- Why other airlines are able to support and LH not? Does LH not follow IATA rules?
- Isn’t it unfair, I can not change the booking at all, but airline can just cancel it, move it, change it anytime without a penalty?
- What shall I do next?

Thanks for support, hope this experience helps also others.

duvin Jan 8, 13 11:15 am


Originally Posted by honza (Post 20002661)
I have booked a bonus ticket

What's a bonus ticket?

TRAVELSIG Jan 8, 13 11:15 am


Originally Posted by duvin (Post 20002964)
What's a bonus ticket?

I believe this would be an award ticket.

duvin Jan 8, 13 11:21 am


Originally Posted by TRAVELSIG (Post 20002968)
I believe this would be an award ticket.

Oh... The getting money back part threw me off...

TRAVELSIG Jan 8, 13 11:25 am


Originally Posted by duvin (Post 20003017)
Oh... The getting money back part threw me off...

Good point- probably taxes, fees, and surcharges?

honza Jan 8, 13 1:23 pm


Originally Posted by TRAVELSIG (Post 20003049)
Good point- probably taxes, fees, and surcharges?

yes, its award ticket and money back are the few bugs for taxes, fees and surcharges (which were ca 10 USD).

aengel2 Jan 8, 13 3:41 pm

Dear LH Lurkers,

first: a Happy New Year!

Thanks a lot for all the effort you spend in responding to our inquiries! Please allow me to raise a question as well.

Just now I read that as of middle of 2013 HON Circle Miles may be acquired on flights of Germanwings, Lufthansas Low Cost carrier. However, HON Circle members on intercontinental flights in Econocmy Class are excluded therefrom.

Can you reveal the reasoning behind this decision that makes absolutely no sense to me?

Thank you!

Best regards

Alex

LufthansaGermanAirlines Jan 9, 13 6:15 am


Originally Posted by honza (Post 20002661)
Dear Lurkers,

I have booked a bonus ticket (LH ticketed and confirmed on UA) ITO-LAX-LAS. Unfortunately UA has changed schedule and the ITO-LAX flight was cancelled and I was rebooked automatically on a day later, unfortunately the rebooking was done only on the first segment = after I arrive to LAX, my connecting flight is already over 12 hours away. Ca 10 calls and email to LH call centre - "we can give you money back, but we cannot rebook the second segment for you on a flight where is no bonus class availability".

- I had a similar issue with Czech airlines - bonus ticket, flight schedule of KE changed so that I would miss my connection and Czech airlines rebooked me on another flight without award inventory (KE) (to J class)
- Delta offers rebooking when the schedule change is larger than one hour
- IATA mentions Involuntary rerouting that justify the change of carrier, routing or class of service if flight is cancelled OR does not operate reasonably in accordance with the schedule (my new flight is 25 hours later) OR an airline causes a passenger to miss a connecting flight on which he holds a confirmed reservation - in that case the costs are given to the carrier that caused the flight irregularity.

In my case I do not want to change routing or carrier, I even have agreed to fly one day later (even though I have already booked cars, hotels etc...), but no one is able to help, always the same “no award availability, we try to send it somewhere, call tomorrow”...

Questions :
- Why other airlines are able to support and LH not? Does LH not follow IATA rules?
- Isn’t it unfair, I can not change the booking at all, but airline can just cancel it, move it, change it anytime without a penalty?
- What shall I do next?

Thanks for support, hope this experience helps also others.

Dear honza, I fully understand the frustration that a schedule change brings about. Whereas I can assure you that Lufthansa follows IATA rules, in this particular case the allocation of the award seats are given by UA. If you send me all the booking details with the ticket number per PM, I will gladly look into it and see whether I will be able to assist in any way.

Best regards, Isabell

LufthansaGermanAirlines Jan 9, 13 6:15 am


Originally Posted by aengel2 (Post 20005042)
Dear LH Lurkers,

first: a Happy New Year!

Thanks a lot for all the effort you spend in responding to our inquiries! Please allow me to raise a question as well.

Just now I read that as of middle of 2013 HON Circle Miles may be acquired on flights of Germanwings, Lufthansas Low Cost carrier. However, HON Circle members on intercontinental flights in Econocmy Class are excluded therefrom.

Can you reveal the reasoning behind this decision that makes absolutely no sense to me?

Thank you!

Best regards

Alex


Dear Alex,

Many thanks for the kind words and wishes - I wish you a very happy and successful New Year too!

To your question: with the Miles & More Program adjustments which were implemented on 1. 9. 2012, no HON Circle miles can be collected in economy class on Lufthansa flights. Even though Germanwings is a so-called “One-Class-Product”, the BEST Tariff differentiates itself with substantial additional services (e.g. Meals, Baggage allowance) from the BASIC and SMART Fares. I hope this sheds some more light into the issue.

Best regards,
Isabell

Grog Jan 9, 13 6:43 am


Originally Posted by LufthansaGermanAirlines (Post 20001170)
Dear Grog, I will gladly follow up with Miles and More as to why the issuance of your Senator Card has still not been processed. May I therefore ask you to please send me the following details via PM: your Senator Card number or Customer number, your full name and your address.

Kind regards,

Isabell

Dear Isabell,

I have heard the excuses/explanations/reasons from M&M directly. Unless you are offering an expedient delivery, hearing more of the same reasons (or even hearing different reasons) will not be productive or satisfactory.

I would, however, appreciate answers to the two questions I've put forth. These are the issues important to all Senators or FT'ers who might find themselves in a similar situation.

On behalf of anyone who has had to wait near-forever on a replacement LH card, I thank you.

Regards,

Grog

SebFra Jan 10, 13 4:57 am


Originally Posted by LufthansaGermanAirlines (Post 20008901)
Dear Alex,

Many thanks for the kind words and wishes - I wish you a very happy and successful New Year too!

To your question: with the Miles & More Program adjustments which were implemented on 1. 9. 2012, no HON Circle miles can be collected in economy class on Lufthansa flights. Even though Germanwings is a so-called “One-Class-Product”, the BEST Tariff differentiates itself with substantial additional services (e.g. Meals, Baggage allowance) from the BASIC and SMART Fares. I hope this sheds some more light into the issue.

Best regards,
Isabell

So, now "meals and baggage allowance" are "substantial additional services"... It is really strange how LH is developing....

And in the end, "Best" will be priced like LH C product? Great improvement, LH!

LufthansaGermanAirlines Jan 10, 13 6:59 am


Originally Posted by Grog (Post 20009017)
Dear Isabell,

I have heard the excuses/explanations/reasons from M&M directly. Unless you are offering an expedient delivery, hearing more of the same reasons (or even hearing different reasons) will not be productive or satisfactory.

I would, however, appreciate answers to the two questions I've put forth. These are the issues important to all Senators or FT'ers who might find themselves in a similar situation.

On behalf of anyone who has had to wait near-forever on a replacement LH card, I thank you.

Regards,

Grog


Dear Grog,

I can understand your frustration. Since this is not the normal procedure, I unfortunately am unable to provide a standard explanation to answer your questions. That is why it is important that you provide us with the relevant data, as requested, so we can contact our colleagues for you.

Thank you & best regards
Stefanie

berlinflyer83 Jan 11, 13 5:16 am

Dear LH Lurkers,

In December, I flew in C on an itinerary purchased through US Airways (originating in Germany, only two LH segments).

I originally intended to obtain FTL from LH, but decided a week or two before my flights that I'd rather credit them to a different *A partner (A3). I made the change through US, with whom my booking was.

On the day of travel, I noticed that Lufthansa's systems changed it all back to my M&M account. I never asked you to do this. I contacted US Airways while I was underway, and they corrected the US flights. I've reached out to your Twitter team and the normal customer service avenues and your staff has refused to fix their own mistake:


Dear Mr berlinflyer,

Thank you for your email.

Unfortunately, it is not possible to transfer all of the accumulated miles or individual credits from the account of one frequent flyer programme to the account of another. For this reason we cannot comply with your request.

The Miles & More partner airlines look forward to welcoming you aboard again soon.

Sincerely,
Your Miles & More Service Team
This is really quite unacceptable, I was not asking you to transfer miles, but rather, to correct a mistake that Lufthansa made, not me.

I'd appreciate it if you could help me fix this problem...

LeenaTheHound Jan 11, 13 8:38 am

I give up Lufthansa won.
 
Similar problem... I have a HKG-MUC LH boarding pass showing the A3 FFP and the miles still got booked to MM. About 10 emails and even though it is clearly not my error LH claim fixing this is not possible. Maybe it is, maybe it isn't but it's difficult to imagine many businesses that are happy to take 20 grand a year off you and then not find a way to fix something that is clearly an error on their side. I've done the only thing you can do in the end - cut up my LH credit card, and booking other airlines wherever possible. It's a shame, years of flying with them and mostly excellent service.




Originally Posted by berlinflyer83 (Post 20023756)
Dear LH Lurkers,

In December, I flew in C on an itinerary purchased through US Airways (originating in Germany, only two LH segments).

I originally intended to obtain FTL from LH, but decided a week or two before my flights that I'd rather credit them to a different *A partner (A3). I made the change through US, with whom my booking was.

On the day of travel, I noticed that Lufthansa's systems changed it all back to my M&M account. I never asked you to do this. I contacted US Airways while I was underway, and they corrected the US flights. I've reached out to your Twitter team and the normal customer service avenues and your staff has refused to fix their own mistake:



This is really quite unacceptable, I was not asking you to transfer miles, but rather, to correct a mistake that Lufthansa made, not me.

I'd appreciate it if you could help me fix this problem...


FlyinDutchman Jan 11, 13 12:14 pm

The past months I've heard nothing anymore on my question regarding the codeshare flights showing the right booking class. Any news on this?

fabrice.marino Jan 11, 13 6:28 pm

e voucher upgrade.
 
Hello LH lurkers,

quick question for you. witch fare are usable for an upgrade to First from Business class using evouchers on LH. seems quite confusing to me.
Thank you

FlyinDutchman Jan 12, 13 3:24 am


Originally Posted by fabrice.marino (Post 20028823)
Hello LH lurkers,

quick question for you. witch fare are usable for an upgrade to First from Business class using evouchers on LH. seems quite confusing to me.
Thank you

Booking classes which are non upgradeable on LH: E, K, L, P, T, Z. Thus DCJ should be fine.

see here

berlinflyer83 Jan 12, 13 7:29 am


Originally Posted by LeenaTheHound (Post 20024748)
Similar problem... I have a HKG-MUC LH boarding pass showing the A3 FFP and the miles still got booked to MM. About 10 emails and even though it is clearly not my error LH claim fixing this is not possible. Maybe it is, maybe it isn't but it's difficult to imagine many businesses that are happy to take 20 grand a year off you and then not find a way to fix something that is clearly an error on their side. I've done the only thing you can do in the end - cut up my LH credit card, and booking other airlines wherever possible. It's a shame, years of flying with them and mostly excellent service.

I would have been A3*G weeks ago, and as it stands I'll make A3*G in another week or two with little domestic flights posting, but it's pretty annoying for me to be without lounges or the little perks like not waiting in lines for the last couple of months, considering I travel every single week. I find it hard to believe that Lufthansa is *incapable* of fixing the problem, it's that they won't.

This ticket that posted incorrectly was paid international business class, and this is the level of service I receive from Lufthansa.... I wrote a paper letter, and I'll wait for a response to see what I do. But, it's easy for me to go straight back to OW, I still have status for another year. I'll have no problem saying tschüssi to the world of Lufthansa incompetence.

airberlin, IMHO, has a lot better customer service (not so much a stick in the mud). I'm really crossing fingers for them that things turnaround with Mehdorn gone.

LufthansaGermanAirlines Jan 15, 13 2:56 am


Originally Posted by FlyinDutchman (Post 20026363)
The past months I've heard nothing anymore on my question regarding the codeshare flights showing the right booking class. Any news on this?

Dear Flyin Dutchman,
we've forwarded your post directly to our colleagues, back then. After harmonizing the booking classes with our fully integrated partners SWISS and Austrian Airlines in 2012, Lufthansa still aims to harmonize booking classes with its Star Alliance Partners in the future.

Best regards
Stefanie

LufthansaGermanAirlines Jan 15, 13 3:14 am


Originally Posted by berlinflyer83 (Post 20023756)
Dear LH Lurkers,

In December, I flew in C on an itinerary purchased through US Airways (originating in Germany, only two LH segments).

I originally intended to obtain FTL from LH, but decided a week or two before my flights that I'd rather credit them to a different *A partner (A3). I made the change through US, with whom my booking was.

On the day of travel, I noticed that Lufthansa's systems changed it all back to my M&M account. I never asked you to do this. I contacted US Airways while I was underway, and they corrected the US flights. I've reached out to your Twitter team and the normal customer service avenues and your staff has refused to fix their own mistake:



This is really quite unacceptable, I was not asking you to transfer miles, but rather, to correct a mistake that Lufthansa made, not me.

I'd appreciate it if you could help me fix this problem...


Dear berlinflyer,
I'm sorry to hear that. As my colleagues from Miles and More already advised you, it is indeed not possible to transfer your miles. Please understand, that in this case our hands are tied. We can only suggest you to contact Miles & More again requesting a goodwill.

Best
Stefanie

berlinflyer83 Jan 15, 13 6:02 am


Originally Posted by LufthansaGermanAirlines (Post 20049455)
Dear berlinflyer,
I'm sorry to hear that. As my colleagues from Miles and More already advised you, it is indeed not possible to transfer your miles. Please understand, that in this case our hands are tied. We can only suggest you to contact Miles & More again requesting a goodwill.

Best
Stefanie

Hi Stefanie,

As I've mentioned repeatedly to Lufthansa, I am not looking for you to do any kind of transfer. That makes it sound like some kind of special favor. LH's systems reverted my plane ticket to credit to miles and more, an action I did not request. I'm asking you to fix that. If it means that you credit 2K miles to A3 and leave the 2K miles in my M&M account, whatever, but Lufthansa needs to fix this.

You can see on this forum that I'm not alone in having this problem. Lufthansa's response in this case is absolutely unreasonable, and perhaps something that can be corrected in the German court system, as it really seems systemic.

berlinflyer83 Jan 15, 13 6:51 am

Dear LH Lurkers,

I feel like there's some lack of know-how when it comes to customer service, so I just wanted to take a minute and help you guys out. Here's a short list of excellent customer service techniques that would have made me a happy LH customer based on my complaint above. Some, of course, are more ridiculous than others:

- Credit 2,000 status miles to A3, which are the last miles I need to make A3*G

- Give me a voucher so that I can buy a ticket to earn 2,000 miles

- Give me a round-trip TXL to ZRH biz ticket in an A3 mile-earning fare code (2K miles)

- Compensate and give me SEN status on M&M

- Call the people who developed your computer systems and have them fix the problem which makes this issue unsolvable

Here's the current way the situation was handled (which is bad customer service):

- Pretend you've made no mistake

I hope this list helps you see that there's a lot of options here beyond "transferring miles." Perhaps this might be useful in dealing with future customers.


Thanks,

berlinflyer83

tpm80337 Jan 16, 13 12:47 am

Messed-up award booking
 
Dear LH Lurkers,

given the fact that I am getting more and more frustrated about a perceived lack of processes working with M&M and accordingly a wildly varying customer service experience I would like to draw your attention to this thread.
I would be happy to receive a statement on your behalf.
Thanks!

LufthansaGermanAirlines Jan 16, 13 5:40 am


Originally Posted by berlinflyer83 (Post 20049992)
Hi Stefanie,

As I've mentioned repeatedly to Lufthansa, I am not looking for you to do any kind of transfer. That makes it sound like some kind of special favor. LH's systems reverted my plane ticket to credit to miles and more, an action I did not request. I'm asking you to fix that. If it means that you credit 2K miles to A3 and leave the 2K miles in my M&M account, whatever, but Lufthansa needs to fix this.

You can see on this forum that I'm not alone in having this problem. Lufthansa's response in this case is absolutely unreasonable, and perhaps something that can be corrected in the German court system, as it really seems systemic.


Hi berlinflyer83, please send me all details via PM, I will forward them to Miles & More to see if there's anything that can be done. Vanessa

chester Jan 16, 13 5:50 am

Dear Lurkers,
out of advanced frustration with LH service desks, I would like you guys' help in order to kick-off somebody within LH service who feels responsible to feed-back to my customer's requests. I sent an inquiry with response request from MSY airport to LH feed back and received a receipt confirmation under FB-ID 21773954.
Several attempts to further contact LH on 20.12.12, 3.1 and 9.1.2013 for email response failed miserably.
Maybe you can trace why LH treats FTL's so badly.
Here is what I wrote at gate area MSY 26 Nov 12 to LH. (Sorry text in German language):
Request: z.Zt. Gate-Bereich Flughafen MSY

Sehr geehrte Damen und Herren,
ich bitte Sie mir als FTL-Kunden (Star Alliance Silver) eine schlüssige Antwort zukommen zu lassen, warum sich für mich der LH-Vielfliegerstatus noch lohnen soll. Ich bin aus Gründen der Unzufriedenheit dieses Jahr bereits mit diversen Fremd-Airlines (nicht Star Alliance) geflogen und werde nächstes Jahr im Wesentlichen meine Treue aufgeben und mit anderen Airlines weltweit fliegen. Sie fragen warum? LH erwidert mein bisheriges Treueverhalten nicht, also sehe ich in meinem einseitigen Treueverhalten keinen Sinn mehr. Hier sind meine Hauptgründe, die Sie hoffentlich bitte kommentieren werden:

1. 1.1. Lounge access bei LH und allen Star Alliance Partnern.

Obwohl ich mit meiner FTL Karte Zugang zu allen LH Business lounges habe, wird mir der Zugang bei den LH-Code Share Partnern, z.B. United IAD, IAH, ORD stets verweigert. Mein Flugverhalten führt mich ca 2-6x jährlich nach USA. Dort erkennt man keinen LH-FTL-, Star Alliance SILVER Status an. Auch darf ich beim Boarden keine Priority line benutzen. Meine letzten originären LH-Flüge wurden alle in den USA für das nach-/vorgeschaltete Flugsegment dort mit United durchgeführt.

1.2. Meinen FTL Status habe ich bisher stets erfliegen können durch die Anrechnung doppelter Meilen (FTL Bonus). Meine Flüge führe ich allerdings seit 2 Jahren immer gemeinsam mit meiner Ehefrau durch, die wegen der Einfachanrechnung der erflogenen Meilen den FTL-Status stets knapp verfehlt. Auf allen Flughäfen, weltweit kann ich meine Ehefrau nicht umsonst mit in die Lounge nehmen. Für eine Umsteigezeit von 1-2 Std und weniger bin ich natürlich nicht bereit den erhöhten Lounge-Zugangspreis für meine Ehefrau zu bezahlen. Also bleiben wir beide zusammen ausserhalb der Lounge und warten mit dem Nicht-Status Kunden im Gate-Bereich. Ergo ist der FTL-Status uninteressant. Ich denke diese Gründe treffen auf tausende ander Statuskunden genauso zu.

2. Baggage Policy
Meine FTL-Karte berechtigt mich 2 Gepäckstücke aufzugeben. Dies funktioniert aber überhaupt nicht bei Codeshare Partnern wie hier und heute in New Orleans MSY bei United. Obwohl ich ein LH Ticket innehabe und der United Flug zur LH-Maschine nach IAD ein vorgeschalteter Codeshare Flug, auch unter LH-Nummer ist, wurde mir für den Rückflug nach Deutschland (genauso wir letztes Jahr von MSY und SJU) das 2te Gepäckstück (das ich umsonst beim Hinflug mit LH ab FRA aufgeben konnte) kostenpflichtig berechnet. Diese Praxis ist sträflich und meine drei letzten LH Flüge in USA mit United waren für mich ärgerlich mit Beförderungsgebühren bei United verbunden.

Sie sehen wie bei LH-Partnern der FTL Status mit Füßen getreten wird und keinerlei Vorteile hat. Soweit zum Codesharing das mit United ja seit Star Alliance Gründung nicht richtig funktioniert.

Somit werde ich und viele tausend andere FTL , die Treue künftig wohl beenden weil diese eine Zweibahnstrasse sein sollte. Schade das LH bzgl des Lounge-Zuganges für mitfliegende Ehepartner und der Gepäckregelung bei Codeshare Partnern eine verfehlte Kundenpolitik betreibt, die sich durchaus nicht rechnen wird.
MfG
xyz

LufthansaGermanAirlines Jan 17, 13 6:54 am


Originally Posted by tpm80337 (Post 20056835)
Dear LH Lurkers,

given the fact that I am getting more and more frustrated about a perceived lack of processes working with M&M and accordingly a wildly varying customer service experience I would like to draw your attention to this thread.
I would be happy to receive a statement on your behalf.
Thanks!

Hi tpm80337, please send me your details (M&M card number, ticket number etc.) via DM, I will forward this to Miles & More so they can have a look into the issue. Vanessa

LufthansaGermanAirlines Jan 17, 13 6:56 am


Originally Posted by chester (Post 20057661)
Dear Lurkers,
out of advanced frustration with LH service desks, I would like you guys' help in order to kick-off somebody within LH service who feels responsible to feed-back to my customer's requests. I sent an inquiry with response request from MSY airport to LH feed back and received a receipt confirmation under FB-ID 21773954.
Several attempts to further contact LH on 20.12.12, 3.1 and 9.1.2013 for email response failed miserably.
Maybe you can trace why LH treats FTL's so badly. (...)

Hi chester, I sent a message to Customer Relations letting you know you are waiting for a reply. They will get back to you as soon as possible. Vanessa

chester Jan 17, 13 9:26 am

Thanx Vanessa!

Guy Betsy Jan 17, 13 10:16 pm

Dear Lurkers

What a difference in Customer Service between the Canadian service team and the Singapore/Australian service teams. The Canadian service team is helpful, full of laughter and joy to speak to and goes out of the way to help me - a SEN member. Whereas the Singapore service team, all they can say is "No. Not our problem. You have to deal with US", "Its not the way we do it here", "Cannot help you", "We are different"...

This really reminds me why I don't like flying on LH out of SIN and to have to deal with the idiots at the M&M desk.. and each time I call, they say that I have called the general reservations line.

I made a reservation with M&M in Canada last night for a booking for tomorrow, ie 19 Jan 2013. The miles have been taken from my account but the ticket has not been issued. I understand that there is 24 hour cancellation option. I call the Singapore line and they said that I cannot cancel or else I will be charged a fee. But I told them that the ticket has not been issued.. and that is when I hear the "we don't have this policy in Singapore".

I will attempt to call the German line in Verl.. but can someone please tell me .. why the announcement is entirely in German with no option to switch to English? I understand "ein bissen" so I press 1 for Reservations I think, and am switched to something else.. and then I hear, "Press 2 for English".. which I do, but then it still continues on in German ! Then of course I am put on hold on end.. with no option to switch to English !

I am losing my SEN status this year.

petnas Jan 18, 13 3:58 am

no miles for flight
 

Originally Posted by FlyinDutchman (Post 19393451)
Dear Michaela, Anna, Elke, Vanessa, Fatime and Isabell,

The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.

And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?

We put men on the moon, this shouldn't be anywhere difficult to provide.

It's simply called good customer service.

Btw, great initiative this 3.0!

Hi,
I was scammed in the same way... Flight ZRH-BKK-ZRH. Booked under Swiss in S class both ways, but return was operated by Thai, which changed booking class to W, which means 0 miles. With this kind of behavior, airlines can steal as many miles as they want... really unfair for customers...

petnas Jan 18, 13 4:05 am

Entertainment on 747 - when???
 
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.

LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?

thanks!

YuropFlyer Jan 18, 13 5:51 am


Originally Posted by petnas (Post 20073384)
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.

LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?

thanks!

As much as I like to blame Lufthansa ( ;) ) - they've by now (almost?) finished retrofitting their 744 airplanes with PTVs, as much I'm aware.

And in today's world with 7 hour holding notebook batteries, Galaxy Tabs, Phones which can be fully used as media players, having no PTV doesn't seem THAT bad to me, and certainly wouldn't want me to endure another 6 hours or so in crammed economy class (With pay-for-drink "beer", like on US-American carriers, instead of free flow like on LH)

And then there is even the "book" option available..

And even without PTVs, you still get to watch a movie or two on the overheads (Yes, they're trully old-style, but it can be done.. )

At the moment, only flights to Denver, Los Angeles and Mumbai are shown as having the Non-PTV 744 operating.. (and I'm pretty sure it's not all flights anyway, as it's definitely less than 6 planes left to retrofit)

http://www.lufthansa.com/ch/en/Inflight-Entertainment

LufthansaGermanAirlines Jan 18, 13 7:24 am


Originally Posted by Guy Betsy (Post 20072432)
Dear Lurkers

What a difference in Customer Service between the Canadian service team and the Singapore/Australian service teams. The Canadian service team is helpful, full of laughter and joy to speak to and goes out of the way to help me - a SEN member. Whereas the Singapore service team, all they can say is "No. Not our problem. You have to deal with US", "Its not the way we do it here", "Cannot help you", "We are different"...

This really reminds me why I don't like flying on LH out of SIN and to have to deal with the idiots at the M&M desk.. and each time I call, they say that I have called the general reservations line.

I made a reservation with M&M in Canada last night for a booking for tomorrow, ie 19 Jan 2013. The miles have been taken from my account but the ticket has not been issued. I understand that there is 24 hour cancellation option. I call the Singapore line and they said that I cannot cancel or else I will be charged a fee. But I told them that the ticket has not been issued.. and that is when I hear the "we don't have this policy in Singapore".

I will attempt to call the German line in Verl.. but can someone please tell me .. why the announcement is entirely in German with no option to switch to English? I understand "ein bissen" so I press 1 for Reservations I think, and am switched to something else.. and then I hear, "Press 2 for English".. which I do, but then it still continues on in German ! Then of course I am put on hold on end.. with no option to switch to English !

I am losing my SEN status this year.

Dear Guy Betsy,
I'm really sorry to hear that you apparently received contradictory answers. Would you please send me your booking data via DM so I can have a look? Even if the miles have already been deducted or the ticket has already been issued, there is the possibility to cancel it without a fee up to 24 hours after the confirmation.
I will also forward your feedback regarding the option for English speaking customers when calling the German Service Center.
Vanessa

LufthansaGermanAirlines Jan 18, 13 7:25 am


Originally Posted by petnas (Post 20073384)
Dear LH team,
I really find it unbelievable that a high standard airline like Lufthansa is still flight 12 hours flight with planes with no personal entertainment at seat... When I fly to latin America I refuse to choose LH if 747 is operating the flight. I prefer to fly through Canada or US with an additional stop over. It's annoying but people can't stay all those hours on a day flight without doing anything.

LH keeps saying they are in the process of gradually installing it on 747 aircrafts too. Is it possible to have a list of those 747 that LH has updated with personal entertainment?

thanks!

Hi petnas, let me see if I can get a list for you. I'll get back to you as soon as possible.
Vanessa


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