LH group wants feedback on "Customer Friendliness"
Feb 29, 2024, 9:54 am
#1
Original Poster
Join Date: May 2018
Location: FRA
Programs: LH SEN
Posts: 1,506
LH group wants feedback on "Customer Friendliness"
There are certainly folks on here with thoughts/opinions on LH group's customer service, so here is your chance to tell them what you think...
https://cocreationhub.lufthansagroup...hkeit/overview
https://cocreationhub.lufthansagroup...hkeit/overview
Mar 1, 2024, 1:29 am
#2
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 7,739
There are certainly folks on here with thoughts/opinions on LH group's customer service, so here is your chance to tell them what you think...
https://cocreationhub.lufthansagroup...hkeit/overview
https://cocreationhub.lufthansagroup...hkeit/overview
.
Mar 1, 2024, 2:30 am
#3
Join Date: Feb 2013
Programs: LH M&M, BA EC, DL SM
Posts: 5,731
That was exactly my short reply to the survey: find someone who can understand our message and don't send us canned and irrelevant replies.
Mar 1, 2024, 4:53 am
#4
Join Date: Feb 2005
Programs: M&M FTL (*Silver), KLM/AF blue
Posts: 343
Same here told them that their written answers often did not match the requests - or are completely ignored, that they do often not meet the legal requirements and have outsourced their customer services to courts and last but not least the 2 calls out of 3 end up with an agent that is not willing and/or able to understand and help me with my requests...
Mar 2, 2024, 2:13 pm
#5
Join Date: Apr 2010
Location: VIE
Programs: SAS EBS / *A Silver, Hilton Diamond, Radisson VIP, IHG Platinum Ambassador
Posts: 3,778
Same here. I pointed out that Ryanair agents are easily reached via online chat and very helpful with actually solving the problem I have, compared to Lufthansa CS which requires me to fax them a copy of letter signed with my blood and then after few weeks replies to something I never asked...
Mar 3, 2024, 11:01 pm
#6
Join Date: Aug 2011
Programs: Star Alliance Gold, Oneworld Silver
Posts: 778
LH Customer service on the phone is a big problem- agents in contract call centres unable or unwilling to help because they do not have a working knowledge of English or German, the working languages of LH.
Mar 4, 2024, 10:34 am
#7
Join Date: Dec 2010
Programs: M&M Senator
Posts: 316
I submitted a similar response, and as soon as I wrote a four sentence paragraph the program thanked me for my input and ended the 'interview'.