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Customer Service
COMPLAINT: Extortion and abysmal service

 
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Old Oct 17, 2016, 6:21 PM
frequent traveler 22 frequent traveler 22 is offline
 
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Lufthansa, by their mistake, cancelled my flight reservation on Oct 5th. When I arrived at LAX to check in for my flight to Frankfurt the Lufthansa check in agent and supervisor told me that as of a few hours earlier I had canceled my reservation. I knew I had not. The Lufthansa customer service supervisor, Michelle, informed me I had just 2 options, go home or buy a new ticket. I had no choice but to buy a new ticket at three times the original amount even though by now Lufthansa online reservations had admitted the mistake of canceling my reservation was made by them. They said they would issue a refund, they have not. After days and hours of trying to get the refund they continue to stonewall. This amounts to extortion. Lufthansa owes me over $4,000 and are refusing to make the refund, nor will they provide me any documentation which shows the mistake was made by them. I've spoken to supervisors in Frankfurt, Stuttgart and a customer service agent in Frankfurt, all they offer is to point me to a Lufthansa email address. Lufthansa in fact has no actual customer service person I (or anyone) can speak to to try to resolve such a problem. As I write this I am on hold with Lutfhansa customer service on a phone number just given to me by a reservations supervisor. I have so far been on hold for 53 minutes while their automated message says they have reserved the next available agent to speak with me. It appears I have no option for resolution but to file a complaint with every regulatory agency I can locate in hope of receiving help...and I'm Star Alliance gold elite. This is perhaps the most vexing and worst service, by any airline, I have ever received.
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