kbrauneis

Thank you Vanessa, That is a proper explanation as to why that happens.
Unfortunately the "customer service"
personnel are not aware of this.

Carpacchio

Thanks, Vanessa - got a call from customer service this afternoon.

snic

No, I have not yet received my bags. The courier promised them by 17:30 today, but it is now 18:00 and still no bags.

I would like you to explain what Lufthansa's service commitment is for delayed bags: how long after they reach the airport are they to arrive at the passenger's location? Is it acceptable for it to take 72 hours (or more) from the time the bags land at the airport until they reach the passenger's location? And if not, what exactly do you plan to do to rectify this unacceptable situation in Bologna?

htb

LOL. I'd really like this: getting the "actual flown miles" for every detour and waiting pattern I have been in.

But I'm sure you mean the great circle distance, right?

If lufthansa.com cannot calculate the distance, wouldn't it be a solution to use a table with the distances between major airports? Or to simply implement the mileage calculator into lufthansa.com?

HTB.

LufthansaGermanAirlines

Hi htb,
there are no plans to implement the mileage calculater on Lufthansa.com.
That's why they decided to link to it in the footnote.
Vanessa

LufthansaGermanAirlines

Hello snic, as soon as lost luggage is found, the passenger is contacted to arrange the delivery. This should of course not take 72 hours. I hope you are finally reunited with your bags. Should you wish to provide any contact details and your baggage tag number via DM, my colleagues will try to find out why it took so long to deliver the bags to you. Kind regards, Maria

ellylex

Vanessa,

Thank You for replying but that was not what I was asking for.
You did not address the issue at all: stating that once check-in is closed and passenger cannot drop off the luggage - that is obvious. And to advice to pay a fee to reinstate the miles is also obvious, but this reply is certainly doesn't address the subject.

Agents could have assisted and rebooked to later flights but instead they chose to cancel the entire ticket!

Anyway, seeing that asking for guidance with mile reinstatement w/o any fees from Lufthansa representative in this thread did not lead anywhere - I continued and called Miles and More. Wrote a letter. Received another absurd reply - this time Lufthansa claimed that passenger flew on the outbound!!! Such reply only shows that letters are not read and comprehended by Lufthansa's representatives.

Then, I called to Miles and More again to hear a new absurd story, that passenger did not pay 45K in miles but only 15K!!! Another absurd statement. they can't even read the numbers and distinquish 45 from 15.

Finally, spoke to an adequate supervisor in the US who did not make any absurd/false comments and understood the issue. He made a decision to stop this runaround and resolved the issue.

An update: request was resolved and 45K miles credited back to account w/o any fees.

So,everyone, don't get discouraged by false statements from Lufthansa employees and try to find someone adequate and with common sense.

kbrauneis

that would mean that non senator hon circle super duper platinum carbon fiber 4 star members would actually benefit of some form of LH "service".

kbrauneis

HI Lurker, I have filed to different claims/requests to Customer Relations, 1 of them was back in Aug and the other one ( different issue) about a week ago. I havent heard from any of them. Is there a way to check the status of these? speed them up? atleast ensure someone has read them?

rserson

Dear Lurkers,

I am LH Senator and booked a Business Class "D" on Avianca Brasil (O6) GRU/MIA/GRU.

Although Miles&More credit miles and status miles for flights on Avianca's Economy class, I was surprised to see that they do not credit on "D" class !!

I have contacted Miles&More Customer Service about this issue and their reply was :

Dear Mr Serson,

In principle, miles are allocated for all flights within the Star Alliance but the eligible booking classes are specified by the individual airline partners. Market-specific aspects and the competitive situation also play a significant role and these are beyond our influence at Miles & More. If you have further questions as to why the seating class D is exempt from mileage credit, kindly contact the Avianca Brasil Service Team direct.

We thank you for your understanding and wish you a pleasant weekend.

Sincerely,
Your Miles & More Service Team

As suggested by M&M, I asked Avianca Brasil and they said that this is a new operation (route, fare and plane), but the earnings for Star Alliance members were already updated.

How can I check when M&M will update their system ?


Thanks for your help !!

LufthansaGermanAirlines

Hi kbrauneis, please provide the respective feedback IDs and I will ask Customer Relations about the handling status. Maria

LufthansaGermanAirlines

Hello rserson, as far as I understood your comment, you already received a reply from Miles & More. Avianca, in this case, decides which of their fare classes is eligible for mileage credit, not Miles & More. For all further queries, please contact your Miles & More Service Team directly as we are unable to assist any further. Regards, Maria

kbrauneis

Hi Maria,
Here is 1 id.
Feedback ID 31186706

The trash monster in my inbox seems to have gotten the other one filed Sept 11 regarding a cancelled flight.

best wishes and thank you for your help

LufthansaGermanAirlines

Hi kbrauneis, I just sent a reminder to my colleagues. BTW, your second feedback ID is 31244427. Regards, Maria

kbrauneis

Thanks Maria,
The CR team has already reached out and resolved my issue.
thanks for your help.