Another Reason Lufthansa Sucks [paid ASR changed 4 days before departure]

Old May 9, 17, 3:50 pm
  #1  
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Another Reason Lufthansa Sucks [paid ASR changed 4 days before departure]

My facebook post to Lufthansa:


Not pleased with Lufthansa at all. Booked a flight 8 months ago, selected my seats and paid additional for those seats. I find out today, 4 days before my flight that my seats were given away to other passengers and my wife and I were seated apart. Customer service representative and his supervisor said that the fine print of selecting seats and paying additional is that you pay for a window or aisle seat and not the actual row. Never have I heard this excuse before! I just wanted my original seats as I booked 8 months ago and all related e-mails showed my selected seats. To add insult to injury they mentioned that there are 2 seats in front of my original seats on hold until 48 hours before the flight. I asked for these seats to be released to me and they said "NO".....48 hours before my flight call and see if they are still available.
Poor customer service!!! I was not asking for anything beyond what I originally had paid for and was basically told to take what I was given.
I also e-mailed customer service for assistance with resolving this issue and received a general e-mail thanking me for my submission.
BEWARE WHEN PAYING FOR SEAT SELECTION, LUFTHANSA WILL SEAT YOU WHERE THEY LIKE AND YOU THE PAYING CUSTOMER MUST COMPLY. As a side note, I have flown international with all major airlines and have purchased seats each time and I have never been moved from the seats I had preselected.


LUFTHANASA Response:


Lufthansa Dear Jeff, I am very sorry to hear about the upset caused prior to your flight. The information provided by my colleagues in the Service Center is correct, not a specific seat is paid for, but the characteristic is has (e.g. leg space). I do not have access to the reservations system, but recommend that you please try to check in as soon as it becomes available. Should it not be possible to get the seats you would like, I recommend that you please address this also with the staff at the airport. If other passengers do not turn up for the flight, perhaps you can be re-seated. I hope that your journey will be an enjoyable one, next to your wife. /Ella


My Response:


I would like to thank you for confirming in your message above to other future travelers that Lufthansa really does not care about the satisfaction or flying experience of its customers. I am surprised that you did not even attempt to disguise your response as some poor attempt at resolving my issue. Thank you Lufthansa for showing us travelers exactly what you think of us.


NO RESPONSE ON LUFTHANSA FACEBOOK SINCE LAST POST!!!
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Old May 9, 17, 4:39 pm
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cook100,

Firstly welcome to flyertalk.

Secondly a comment to your post. I do not understand your problem. When you book a seat with LH it is clearly stated during the booking process (even in bold) that
"Please note that a confirmed seat reservation does not legally entitle you to a specific seat on board the aircraft (e.g. seat 3A), but rather only to the selected category (e.g. aisle seat, window seat, seat with more legroom). "

Reasons may be:
- On long-haul: Change of aircraft type
- On short-haul: You might be aware that the "curtain" between C-Class and Y-class may be moved
and therefore seat reservation may have to be adapted.
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Old May 9, 17, 4:47 pm
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Originally Posted by athome View Post
cook100,

Firstly welcome to flyertalk.

Secondly a comment to your post. I do not understand your problem. When you book a seat with LH it is clearly stated during the booking process (even in bold) that
"Please note that a confirmed seat reservation does not legally entitle you to a specific seat on board the aircraft (e.g. seat 3A), but rather only to the selected category (e.g. aisle seat, window seat, seat with more legroom). "

Reasons may be:
- On long-haul: Change of aircraft type
- On short-haul: You might be aware that the "curtain" between C-Class and Y-class may be moved
and therefore seat reservation may have to be adapted.
I completely understand the OP's frustration. He paid for seats with the intention of sitting with his spouse. There is no value in a customer paying for an aisle and a middle seat which are together at time of payment, only to learn that you're involuntarily moved to a different aisle seat and your partner to a different middle seat.

Lufthansa does suck for this. While the end result is within the technical scope of their "note", it's unsatisfying to anyone paying extra for seat reservations.

I have also made seat reservations for an upcoming flight which keep dropping from the system, so the same situation as the OPs might happen to me and my wife. And Lufthansa will suck for that, too, if it happens.

Last edited by Grog; May 9, 17 at 4:58 pm
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Old May 9, 17, 6:11 pm
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Originally Posted by cook100 View Post
Thank you Lufthansa for showing us travelers exactly what you think of us.
Even if I understand that you are disappointed, I recommend not to talk about yourself as "us travelers". Maybe the customer service presumes, that you are not entitled to speak for all travelers and won't take you serious anymore.
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Old May 9, 17, 7:18 pm
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Originally Posted by athome View Post
cook100,

Firstly welcome to flyertalk.

Secondly a comment to your post. I do not understand your problem. When you book a seat with LH it is clearly stated during the booking process (even in bold) that
"Please note that a confirmed seat reservation does not legally entitle you to a specific seat on board the aircraft (e.g. seat 3A), but rather only to the selected category (e.g. aisle seat, window seat, seat with more legroom). "

Reasons may be:
- On long-haul: Change of aircraft type
- On short-haul: You might be aware that the "curtain" between C-Class and Y-class may be moved
and therefore seat reservation may have to be adapted.

athome,


Thank you for the welcome and I appreciate your feedback.


What has me upset is that since my original booking the reservation has not changed. It's a long-haul international flight, same aircraft, same configuration as when I purchased my tickets many moons ago.


The seats I had selected are not in a location to be impeded by a curtain move. The Representative and Supervisor did not have a legitimate reason for my seat reassignment. In fact, when I asked to speak to a supervisor the representative said he would be glad to connect me as he would like to learn the reason as well for the reassignment as he was at a loss for an explanation.


I may be new to flyertalk but have traveled extensively with many ups and downs that were taken in stride. This bump in the road has me chapped as the airline cannot provide a reason for the change and have no intention of working with an unsatisfied customer.


Thanks again for the welcome!
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Old May 9, 17, 7:21 pm
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Originally Posted by thbe View Post
Even if I understand that you are disappointed, I recommend not to talk about yourself as "us travelers". Maybe the customer service presumes, that you are not entitled to speak for all travelers and won't take you serious anymore.

Wow, that is what you took out of my predicament. I'm at a loss for words.
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Old May 9, 17, 7:44 pm
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Originally Posted by cook100 View Post
athome,


Thank you for the welcome and I appreciate your feedback.


What has me upset is that since my original booking the reservation has not changed. It's a long-haul international flight, same aircraft, same configuration as when I purchased my tickets many moons ago.


The seats I had selected are not in a location to be impeded by a curtain move. The Representative and Supervisor did not have a legitimate reason for my seat reassignment. In fact, when I asked to speak to a supervisor the representative said he would be glad to connect me as he would like to learn the reason as well for the reassignment as he was at a loss for an explanation.


I may be new to flyertalk but have traveled extensively with many ups and downs that were taken in stride. This bump in the road has me chapped as the airline cannot provide a reason for the change and have no intention of working with an unsatisfied customer.


Thanks again for the welcome!
Our situations are very similar except that my seat reservation keeps dropping out, but so far I'm been lucky enough to reselect the same seats.

At some point, if this continues, I won't be able to because my seats will be snatched away from me by other travelers.

I contacted the LH Lurkers here on FT and they responded that it's not a previously known issue prior to my reporting of it. They had me call LH Tech Support who took note of it, but left me with the feeling it wasn't considered anything of significance.
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Old May 9, 17, 7:53 pm
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Originally Posted by thbe View Post
Even if I understand that you are disappointed, I recommend not to talk about yourself as "us travelers". Maybe the customer service presumes, that you are not entitled to speak for all travelers and won't take you serious anymore.
One can't blame a LH customer service failure on an phrase used by the OP afterward. LH had already not taken the OP seriously and did not serve the customer properly in the first instance.
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Old May 10, 17, 1:19 am
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Originally Posted by Grog View Post
One can't blame a LH customer service failure on an phrase used by the OP afterward. LH had already not taken the OP seriously and did not serve the customer properly in the first instance.
You assume, he started to talk in god mode after the 'failure'. I assume, that this was his attitude from the beginning.

If you fly Eco, have no status and complain about something that is covered by the t&c, i definetely recommend not to use the god mode.

I really understand, that the OP is disapponted. But to get reseated also happened to me sometimes, even in business, even with the highest frequent traveler status and even with very good airlines.

To take that as a reason that an airline sucks, is inappropriate. If that sucks, every airline in the world sucks.

The 'another reason' in the title seems to refer to another thread, where the OP were totally wrong, when he blamed LH for something caused by Delta. Maybe it's better not to refer to threads like that.
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Old May 10, 17, 6:18 am
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Originally Posted by thbe View Post
You assume, he started to talk in god mode after the 'failure'. I assume, that this was his attitude from the beginning.
Unlike you, I assumed nothing. I read his initial post.

Originally Posted by thbe View Post
If you fly Eco, have no status and complain about something that is covered by the t&c, i definetely recommend not to use the god mode.
It's a good recommendation in life to, in general, not use god mode. It's also wise for an airline to take any customer seriously, god mode or not.
Originally Posted by thbe View Post
I really understand, that the OP is disapponted. But to get reseated also happened to me sometimes, even in business, even with the highest frequent traveler status and even with very good airlines.
And if one is re-seated due to sound reason, that's one thing and completely understandable. But for the system to simply fail (i.e., no change-of-aircraft and yet the seat reservation changes, etc.), it's not understandable. Certainly not when the customer consciously paid extra but instead receives what amounts to a bait and switch covered by fine print.

Originally Posted by thbe View Post
To take that as a reason that an airline sucks, is inappropriate. If that sucks, every airline in the world sucks.
An airline sucks when it takes extra add-on revenue for an added service, but then fails to deliver any value for that revenue, instead falling back on T&Cs to make an excuse for faulty IT systems.

Originally Posted by thbe View Post
The 'another reason' in the title seems to refer to another thread, where the OP were totally wrong, when he blamed LH for something caused by Delta. Maybe it's better not to refer to threads like that.
But there's a difference here. The OP is not totally wrong, after paying extra for a seat reservation months in advance, expecting to sit next to his PNR partner as long as there's no operational reason it shouldn't occur. The system losing seat reservations is not an operational reason.

I understand that you don't like the OP's writing style. But his points are more than valid.
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Old May 10, 17, 7:20 am
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Originally Posted by Grog View Post
Unlike you, I assumed nothing. I read his initial post.


It's a good recommendation in life to, in general, not use god mode. It's also wise for an airline to take any customer seriously, god mode or not.

And if one is re-seated due to sound reason, that's one thing and completely understandable. But for the system to simply fail (i.e., no change-of-aircraft and yet the seat reservation changes, etc.), it's not understandable. Certainly not when the customer consciously paid extra but instead receives what amounts to a bait and switch covered by fine print.

An airline sucks when it takes extra add-on revenue for an added service, but then fails to deliver any value for that revenue, instead falling back on T&Cs to make an excuse for faulty IT systems.


But there's a difference here. The OP is not totally wrong, after paying extra for a seat reservation months in advance, expecting to sit next to his PNR partner as long as there's no operational reason it shouldn't occur. The system losing seat reservations is not an operational reason.

I understand that you don't like the OP's writing style. But his points are more than valid.
+1

By the way, in thousands of flights, my being moved from my pre-booked seat without excuse has only happened on LH (twice) and LX (once). I was *G and FT, and in the LH case I was flying business (BKK-FRA).
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Old May 11, 17, 7:06 am
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I consider paid seat reservations on LH a big scam. I'd not recommend anyone to pay for it.

If they would at least offer a refund in case the the reservation gets cancelled...
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Old May 11, 17, 10:51 am
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Originally Posted by thbe View Post
You assume, he started to talk in god mode after the 'failure'. I assume, that this was his attitude from the beginning.

If you fly Eco, have no status and complain about something that is covered by the t&c, i definetely recommend not to use the god mode.
....
What is "god mode"?
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Old May 11, 17, 12:11 pm
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Originally Posted by transportprof View Post
What is "god mode"?
I.e. thinking, that you are representing all travelers and that you are entitled to speak for all of them. Also to scathe a company for fulfilling a contract, that you were to lazy to read before closing it.

If you understand, that you need the company's goodwill, you should try to achieve your objective in a more appropriate way.
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Old May 11, 17, 12:39 pm
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Originally Posted by Grog View Post
I understand that you don't like the OP's writing style. But his points are more than valid.
I also recommend not to pay for seat reservations, not at LH, not at another airline. You never get more guaranteed than the kind of seat. And you can't be sure to sit next to your wife. In the case of problems or changes you will be disappointed. I think, LH should offer to return the money for the seat reservation, if there are changes.

But it's not a scam and the points of the OP are not valid, because at least LH does not try to hide anything about the rules for paid seat reservations. They offer you exactly what they will deliver - even if there are problems or changes. And it is also not a LH problem. Or do you know an airline that guarantee that you get exactly the seats you made a reservation for, paid or unpaid?

And the OP insisted on getting the seats, he made a reservation for. There are enough reasons, why it is impossible for all airlines to guarantee that.
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