Old Nov 17, 2022, 1:33 AM
Mpatti Mpatti is offline
Join Date: Nov 2022
Posts: 1
Thumbs down Worst customer service in my 30 years on the planet

In short, after submitting a customer service inquiry complaint with Lufthansa in July, I have been consistently ignored. I have been unanswered in my 6 follow up emails throughout the last 3/4 months. I called the customer service line and was told that there was no help via phone and all I could do is continue to email. The lack of care is almost laughable.

Long story- In July, we had a poor experience with Lufthansa. At Nice Airport, we waited in a 2 hour line to simply check in our baggage. The line was so long because for 45 minutes there was no representative helping as they needed to pull them to check in a separate flight at the gate. Being short on time and considerate to the individuals behind us, the three passengers I was traveling with and I decided to pay our baggage on one card to save time. The rep proceeded to charge all of the bags to one persons name, which exuberantly inflated the price (we were charged nearly 800 euros for 4 regular size/weight bags). When inquiring, the rep said he does not make the price, the computer simply tells him what to charge. After trying to resolve the issue for a few minutes, we were unable to continue because our flight time continued to get closer. After boarding the plane fully 10 minutes after our scheduled departure time, we proceeded to sit on the plane at the gate waiting for a fuel truck to refuel the plane for over an hour and a half. With the delay, we arrived an hour and 45 minutes late to Munich. We ended up missing out connecting flight from Munich to Boston. Because of the amount of displaced customers, we waited in a 4 hour customer service line to rebook our flights. Upon arriving to the front, the only viable option was a flight 2 days later. Lufthansa only paid for 1 hotel night, so we were forced to pay 300 euros out of pocket for night 2. After submitting a customer service complain, I was advised by Lufthansa that I could not talk on behalf of the group without a signed power of attorney document. I returned the signed power of attorney document within an hour of their request. That is the last contact I have had with the company through any format. I have followed up 6 separate times for the last 3/4 months. I called and was told that email is the only way to have this request responded to. I will continue to email until I have a resolution. It is truthfully the worst customer service experience I have had in my 30 years on this planet

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