Canceled / Delayed / Overbooked
COMPLAINT: Lufthansa is ignoring me and their service is disgusting.

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Old Jun 13, 2016, 7:54 PM
JulieKay JulieKay is offline
Join Date: May 2016
Posts: 1

We were booked to fly with Lufthansa Last year in June. We were booked business for many reasons but mainly as we were doing a long drive once at our destination and I have an issue with the discs in my lower back. When we arrived at the airport we were told we had been downgraded to economy and that the selection was random. This I know to be a lie as both myself and my husband had been chosen so not random.
We said we would not fly economy. The staff said wait until everyone is checked in as someone might not arrive. Sadly this was not the case. We were eventually found seats in premium economy and were offered compensation. They also allowed me to retrieve my back brace from my suitcase but sadly My back was in such a total mess on arrival I had to have regular treatments on it and the holiday was ruined.
The compensation was only paid last month almost 12 months after and only from continual chasing of the local office. I have logged 12 separate complaints on line and via post only to be told this is your feedback number, we are busy and will get back to you. One year on and still waiting! Now when I log a complaint I don't even get a feedback number anymore.
We have never been reimbursed for the loss of the huge cost of our tickets. We have never received any form of apology and the country manager at the time decided to post on social media the compensation figure we were offered when I complained. He has since been removed from that post and relocated to another country.
I know Lufthansa are hoping I will go away hence why they are ignoring me but I never drop a bone and am now looking for any further advice anyone might have to take this further. I know they have an ombudsman but he doesn't get involved in customer complaints.
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Old Aug 27, 2016, 9:50 AM
Stuart71 Stuart71 is offline
Join Date: Aug 2016
Posts: 1

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.
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Old Aug 27, 2016, 11:26 AM
klucke klucke is offline
Join Date: Aug 2016
Posts: 2

they make it difficult to complain, therefore no email address to send complaints to. That would be too easy

I take my complaints to:

Deutsche Lufthansa
Customer Feedback
Fax Germany 01805 838005

I find that as a rule I get a response, sometimes even a satisfactory one. However, my wife and I have Senator status, that might give us preferrential treatment.
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