chris63

LH ‘customer service ‘ is not aligned, period

FlyerLX

I think it may not have been FRA calling- more likely to be MNL, CPT or Brno. These people are poorly trained and poorly equipped to do the job, and are terrified of the consequences of making a mistake. They don’t know English properly, they just read stuff from text examples on their screen. That’s why they keep repeating everything a hundred times- they hope this means their (probably outsourced contractor) bosses can’t criticize them for errors.

Mainly LH’s fault for not empowering them, but partly their fault too for not standing up to a system which does not let them make reasonable, rational decisions. I recently experienced this trying to rebook after CANX- they (amazingly) say they are only allowed to offer you what they see on their screen- they cannot (they say) book from a classic availability display. And probably because they have no idea how international travel works, they try to offer absurd connections, not anything that would make sense- even though they should offer pax a sensible solution in the event of a cancellation.

A ridiculous situation. The call was, I guess, for them to have a recording of them correcting their mistake before it gets noticed. A sensible customer service situation would leave the seat allocation in place, maybe (if really necessary) a quick call in daylight hours (or better an email) to say it’s an exception not the rule, so this time enjoy your seat and thank you for your business. But they’re not empowered for that… Just penalized if their mistake gets discovered.

cesco.g

I am flying full-fare Y issued on UA-016 ticket stock, is there any way to get advance seat assignments for intra-EU segments?
(I am UA star gold)

cfischer

That should work online, no? Often you can pick seats directly on united.com for 016 tickets, but on full unrestricted Y Lufthansa.com should work equally well.

cesco.g

Seat selection on UA website takes me to LH website, where seat selection is not available for those intra-EU fights.

cfischer

Native LH flight numbers or UA codeshare? I have had some luck with the Lufthansa app before. In my experience full fare Y is not an issue to get seats. Worse comes to worse you might need to call. Strange that united.com transfers to LH, it can usually handle that.

Does it show a cost or does it show ‘we can’t assign seats’? The latter sometimes happens even with business class, usually on codeshares. I have been successful in calling UA to get seats in these cases.

cesco.g

LH flight number; Says can not assign seats until check-in. I am not using LH app.
Have not called yet.

Btw, it would be a welcome benefit to allow seat assignment for full-fare Y pax.