Customer Service
COMPLAINT: Poor service

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Old Aug 2, 2017, 1:26 AM
Sandeepdasgupta Sandeepdasgupta is offline
Join Date: Aug 2017
Posts: 1

Me, my mother and my wife travelled from Mumbai to Memphis on May 9, 2017 by Lufthansa. The tickets PNR are
1) S Das Gupta 8PKXBT
2) Monica Das Gupta WN9M9Y
3) Geeta Gupta 8PKW68
As my mother is very old and has difficulty in walking long distances I booked a wheelchair for her for the entire journey.

-Our flight LH 757 got delayed by around 2 hours in Mumbai itself. Lufthansa had more than 8 hour to rework the connecting flights at Frankfurt. However Lufthansa FAILED to provide any information on our rescheduled flight before landing at Frankfurt.

-It was chaos at the airport. There was no Wheelchairs available.We were told that the information of our rescheduled flight would be available at gate Z15. However we were rudely told by your ground staff that wheelchairs were not available and if we wanted to go to Z15 we would have to WALK from gate B.
Can you imagine our plight. We had no information about our next flight and we had no wheelchair. Lufthansa failed miserably and specially so as Frankfurt is your International Hub!!.. Very Poor coordination , total lack of efficiency and customer service.
We had no other option but to walk to Z15. We had to force our 81 year old mother to walk the distance.. Can you imagine the mental and physical trauma that she went thru. This shows the utter disregard Lufthansa has for Very Senior Persons.

-On reaching Z15 we were told that our rescheduled flight was to Chicago from Z25 and it was departing in 15 minutes!!.
This time I had to run from Z15 to Z25 to reach the reservation table. My wife and my poor exhausted mother followed as quickly as possible. No wheelchair assistance was provided from Z15 to Z25 to my mother.

- We had paid additional amount for selecting our seats. However in the rescheduled flights we were separated and given different seats.

Lufthansa has failed on Logistic Support, providing timely information and lack of concern for their passengers specially the Very Aged.
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