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In-flight Issue
COMPLAINT: Broken Headrest

 
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Old Feb 13, 2016, 3:20 PM
bgallop bgallop is offline
 
Join Date: Feb 2016
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I flew from LAX to Munich on 11 January 2016 in Premium Economy. Before plane took off I noticed the headrest was broken and kept falling too low and bothering me. I called a steward who said they'd look at it after take off. After take off, they came to look and could not fix it. The steward then sent over the head steward to consult with me. He also tried to fix it but could not. He therefore removed the headrest (which he was not able to put back on after trying to fix it). So two metal parts were sticking out where my head should lie. I was told there was no other option since the plane had been overbooked (to make the most money possible...his words, not mine) and no other place was available, not even in Business or First Class.

The head steward was very nice, but really could not help me. So not only did I have to spend the first hour or so keep standing up so they could try to fix it, I had to fly 12 hours with metal parts sticking. They gave me a big pillow from Business to use to reduce the discomfort. But actually a big thicker pillow made me sit at an angle that was uncomfortable for my back in Premium Economy.

The only thing the steward could offer me was a bottle of champagne. Since I don't drink even the free alcoholic beverages offered during the flight, this really was not helpful, especially to compensate 12 hours of discomfort.

I've brought a complaint with Lufthansa and Miles & More and have not received a reply yet, except that they are looking into it. Unfortunately, with both Lufthansa and Miles & More, the only way to ask for update on complaint is to lodge another complaint referencing the earlier complaint. No way to get a person instead of automated service to respond or give me a contact to resolve this problem. It's now been more than a month and I've wasted loads of time with complaints procedures and social media campaign under my nom de plume for my travel and food blog!

Last point, this is only one of about 4 different complaints relating to the same round-trip ticket purchased with Lufthansa between BRU and LAX.
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