[Stuart71]

I can only sympathize with you, my experience with Lufthansa customer service is identical to yours. I purchased 7 return premium economy fares from New York to Singapore, but prior to completing the ticket purchase we spoke with a Lufthansa representative to ask about the refund policy for our tickets as there was a chance we would need to fly back a different way. I ended up canceling the return leg, expecting a partial refund but no refund was given. It turned out that the information given by Lufthansa, quoting a specific refund amount, was incorrect. So I called Lufthansa, by now 3 weeks before the return flight date, to ask for either a refund or to have my tickets re-instated, since of course I wouldn't knowingly throw several thousand dollars of tickets in the trash. I got neither, only a "well, you clicked on the button", so too bad and if you have a problem you can send feedback by email. I have now sent three emails, without anything more than a computer generated message quoting a feedback ID. I have spoken since to Lufthansa staff, for example at the Senator Lounge in Frankfurt airport, who cannot assist and cannot suggest any other means of communication other than the email routes which is never answered.

It seems this must be a policy of the airline to ignore customers who have a legitimate issue if this is something more than a trivial complaint, especially where there is a large financial consequence to the customer.

As a frequent long haul traveler, it seems my only recourse is to never fly on this airline again. Lufthansa had the opportunity to reinstate the flights I had already paid for, and chose not to.
Posted via Mobile Device
Posted via Mobile Device
Posted via Mobile Device