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Old Oct 15, 2015, 6:42 PM
Gloria S Gloria S is offline
 
Join Date: Oct 2015
Posts: 1

If you ever need to get in touch with Lufthansa's customer service, they do not respond to your inquiries or concerns. Here is my sad story. We had to change our flight and Lufthansa charged us unusually high fee. We did pay because we wanted to get back home but we complained to Lufthansa on line. On July 28th, I complained to Lufthansa on two different web sites and received below listed automatic responses that Lufthansa is going to answer my feedback as soon as possible where they kindly asked me for my patience. After, I ran out of patience and did not receive any respond, I decided to send my concern further, so on August 9th, I sent an mail to Monika Wells, Customer Care Manager with no respond again. On September 7th I sent email to Christoph Franz, Chief Executive Officer, guess what no response at all!!!!!
Below are two automatic responses:
1. Dear Sir/Madam,
Thank you very much for contacting Lufthansa German Airlines.
We have registered your correspondence under Feedback ID 30091897 and will answer your feedback as soon as possible.
Since we are currently experiencing an unusually high volume of enquiries, we are not able to respond to your feedback within the time frame that you are expecting from us. We kindly ask you for your patience and thank you for your understanding.
Should you wish to provide us with additional information regarding the same matter, please quote the Feedback ID in all correspondence.
You may find answers to frequently asked questions on our website LH.com within section “Help & Contact“.
Yours sincerely,
Lufthansa German Airlines
Customer Relations
Postfach 710234 / P.O. Box 710234
D-60492 Frankfurt
LH.com/feedback
2. Dear Sir/Madam,
Thank you very much for contacting Lufthansa German Airlines.
We have registered your correspondence under Feedback ID 30037313 and will answer your feedback as soon as possible.
We apologize that we are currently unable to get back to you as quickly as we would like to. We kindly ask you for your patience and thank you for your understanding.
Should you wish to provide us with additional information regarding the same matter, please quote the Feedback ID in all correspondence.
You may find answers to frequently asked questions on our website LH.com within section “Help & Contact“.
Yours sincerely,
Lufthansa German Airlines
Customer Relations
Postfach 710234 / P.O. Box 710234
D-60492 Frankfurt
LH.com/feedback
So, I made mistake (flying with Lufthansa) that I will never make again.
SIf you are looking for customer service pick someone else-not Lufthansa !!!
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  #2  
Old Feb 13, 2016, 3:44 PM
bgallop bgallop is offline
 
Join Date: Feb 2016
Posts: 2

Yes, I've experienced the same horrible Customer Service with Lufthansa and its partners at Star Alliance.

Lufthansa never responds. Always asks for customer to put it in writing (waste of time for customer). And provides no mechanism for following-up on a complaint except to file a new complaint and start the whole procedure all over. And then Lufthansa wonders why it is experience an unusually high volume of enquiries! If it fixed its procedures so customer service could handle complaints the first time around, there would not be such a backlog. People think German companies are efficient! Definitely not Lufthansa! Their website and computer communications are really unfriendly.

In the past when I've gotten fed up without a response, I've called their customer service, waited a half hour or so to reach a human, just to be told they could not help me and that I should put it in writing. Meanwhile with having to pay more than 0.70 euros per minute to reach their customer service (and this calling a local number), I've spent 50 euros on phone calls without any resolution. I HATE LUFTHANSA and their non-transparent out-dated way of dealing with customers.

Even when you book and pay for a flight with Lufthansa, if it is one of its partners that is responsible for the plane, then I need to complaint to that other company, even though I did not purchase a ticket from them. I would expect Lufthansa to respond to customers purchasing tickets on its website!
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