Lufthansa Customer Service Issues

Subject: Request for Reimbursement Due to Family Emergency Dear Lufthansa, I am writing to inquire about the possibility of receiving reimbursement for a recent flight cancellation and unused tickets due to my mother's stroke. I have been a loyal Lufthansa customer since January [redacted], frequently flying between Switzerland and Sweden. On September 13th, my mother suffered a severe stroke, requiring my immediate presence in Sweden. I purchased an expensive flight that same day with a return ticket for September 16th, which I was unable to use due to my mother's unstable condition. Additionally, I had an unused weekend ticket for September 15th – 16th from Basel to Gothenburg. Due to the ongoing situation, I have had to make multiple last-minute trips back and forth, incurring additional expenses. I also received a duplicate invoice for one of my trips due to website error. I have attached a hospital certificate detailing my mother's condition for your review. I would greatly appreciate any possible reimbursement for the unused and rebooked tickets during this challenging time. I look forward to a positive response. Kind regards, AnnCharlotte Olsson Karstadt, Seestrasse [redacted] Kilchberg, Switzerland Email: [redacted] Tel: +46 [redacted]04

Subject: Request for Reimbursement due to Unforeseen Circumstances Dear Lufthansa, I am writing to inquire about the possibility of receiving compensation for a few flight tickets I was unable to use recently, as well as an incident where I was mistakenly billed twice for the same trip due to a website error. My name is A.-C. Olsson, and I have been a loyal Lufthansa customer since January [redacted], frequently traveling between Switzerland and Sweden. The reason for my request is a family emergency that occurred on September 13th when my mother suffered a severe stroke. I had to purchase an expensive last-minute flight to Gothenburg with a return ticket that I couldn't use due to my mother's unstable condition (Booking reference: PW3WOD). Additionally, I had another unused ticket for the weekend trip (Basel-Gothenburg, Booking reference: VG8ECW) and had to buy a new return ticket on September 18th. Furthermore, I was erroneously charged twice for the same trip (Booking reference: VMOXOI) and never received a confirmation for the first flight. I have documentation from the hospital regarding my mother's situation, which I can provide if necessary. I am hoping for a positive response regarding reimbursement for the disrupted travel plans and the duplicate payment. I look forward to hearing from you soon. Warm regards, A.-C. Olsson Email: [redacted] Phone: +46 [redacted]04

I would like to report an unfortunate incident that occurred during my layover at Frankfurt Airport on August 27, [redacted]. While at the B44 business lounge with my daughters before our flight to Canada, my daughter's iPhone 8+ was stolen. Despite being in a supposedly secure area, the phone disappeared from our table in a brief moment when she turned away at 1:25 pm. We were shocked to learn that the lounge did not have security cameras to identify the thief. Additionally, the suspicious behavior of a cleaning lady cleaning our table excessively and focusing on our phones made us uncomfortable. We suspect she may be involved due to her peculiar actions. I am disappointed by the lack of security measures in the lounge and hope for appropriate action to be taken. Unfortunately, I couldn't address this matter before my flight. Sincerely, Tarek Amer

Our original itinerary included stops in Orlando, Frankfurt, Zagreb, and Sarajevo. Unfortunately, we missed our connecting flight in Frankfurt due to long security lines. While waiting for an alternative flight, there was a security breach at Frankfurt airport leading to an evacuation. After a few hours, we were back in the airport. Lufthansa agents then advised us to purchase new tickets and hotel accommodations, promising reimbursement for a quicker resolution. Despite having our original tickets, we followed their advice, hoping for a swift refund process if we kept all receipts. However, after two months, the airline only refunded $76 out of the $[redacted] spent on new tickets, which is unacceptable and disrespectful. They did reimburse for the hotel stay and airport taxi, but I am still pursuing the full refund I am owed. I complied with the instructions given by Lufthansa agents and now seek resolution.

I, Shreehari Kaveeshwar, along with Mrs. Smita Kaveeshwar, am a Miles and More member with the numbers [redacted][redacted] and [redacted][redacted]. We had booked Business class E-Tickets (ETKT-[redacted]5 & 26) for flights LH757 from Mumbai to Frankfurt and LH438 from FRA to DFW boarding on September 20, [redacted]. Upon landing in FRA, we requested wheelchair assistance due to our ages of +79 and +74, which was provided but caused a delay due to a large group. This led to missing our connecting flight LH438. We were rerouted via LH446 to Denver and then UA4486 to DFW, initially in economy but upgraded to business up to Denver. From Denver to DFW, we had to travel in economy, which was uncomfortable. We believe we are entitled to a refund for this inconvenience and note discrepancies in emails related to our booking. We also seek assistance regarding awarded status miles expiring before our return journey in March [redacted]. Your help in ensuring due mileage credit is appreciated. Regards, Shreehari Kaveeshwar.

I had a flight booked from Frankfurt, Germany to Keflavík, Iceland on September 30th with my wife. Our flight LH0868 was overbooked, and we got switched to Icelandair. Due to this change, we had to pay for baggage again, which we had already paid for with our original booking. We each paid 55 Euro for 2 bags. I am seeking a refund for this duplicate charge. I can provide our flight tickets and the receipts for the baggage payment when needed. My name is Harvey S., and my wife is Mary S. We traveled from Athens to Frankfurt on September 30th. I would appreciate a prompt response to this matter. Thank you.

Dear Sir, I am writing to you as a loyal customer of your airline for the past 6 years. Unfortunately, during my recent trip, my baggage was lost, and my experience with the customer care team has been disappointing due to their lack of assistance and rudeness. It has been 4 weeks since my baggage went missing, and despite providing all the necessary details and contacting Frankfurt Airport as advised, I am still unable to locate it. The customer care team mentioned there are 2 possible matches in Frankfurt but are unsure about the baggage. As a professional working for DHS, I have crucial documents in my lost baggage, making it urgent for me to retrieve it. I have included my details below for your reference: - Bag tag number: LX572879 - Reference number: IADLH74988 - Passenger name: SINGH HARMANPREET - Address: [redacted] Cedar Barn Way, Baltimore, Maryland, USA, [redacted] Your assistance in this matter would be greatly appreciated. I am reaching out to you in the hope that you can help resolve this issue promptly. Thank you for your attention to this matter.

Dear LH Customer Relations Team, I am writing on behalf of my daughter, Elif SEZGIN. She traveled on LH [redacted] from IST to FRA on October 1, [redacted], and then on LH [redacted] from FRA to SFO on October 2, [redacted], with a connection flight. Her business class ticket details are as follows: PNR: RN37UN Ticket Number: [redacted][redacted] Upon checking in for the IST-FRA-SFO flight, she checked in one luggage along with her ski equipment. She encountered an unexpected situation at the hotel in FRA when she was notified that her baggage, including the ski equipment, was at the baggage claim despite being tagged for SFO. She opted to leave it there to collect the next day. During the boarding for SFO at FRA, she checked in her baggage again, but was unexpectedly asked to pay [redacted] Euros for the ski boots which were considered an extra piece. Despite asking to carry it as checked baggage, she was denied and faced the possibility of a delay if she didn't pay. We believe the situation could have been handled better to avoid the inconvenience caused at the gate. We kindly request a refund of the [redacted] Euros charged for the ski boots. Best regards, M. Sermet SEZGIN

The nightmare flight! H.G. Duenzl and V. Paminger VQ187S LH [redacted] Munich to Montreal 4:04pm Air Canada AC7642 Montreal to Laguardia 8:00pm On September 24, [redacted], we arrived at the airport for our flight from Munich to NY/JFK with our two dogs. We were informed that the flight was canceled and rebooked through Montreal to Laguardia. They could have informed us via email as this wasn't a last-minute change. We were sent back and forth between counters multiple times. Your ground staff was unfriendly, rude, and did not know your rules. We tried to fly through Frankfurt or London but it wasn't possible. So, we had to wait at the airport with two dogs until 4:04pm. Everyone received a Euro10.00 food voucher, big deal, and none of your rude, unfriendly agents apologized. Then we flew to Montreal with two dogs in the cabin. We arrived late and had to run like crazy to catch the connecting flight to Laguardia. At 9:25 in Laguardia, one suitcase was missing, and the limo was unreachable. Taxi to White Plains! With two dogs, we were now traveling for 21 hours! Please let me know how you plan to compensate my wife and me. Best regards, H.G. Duenzl

Hello, my name is Avi Levy, and I recently arrived in Mexico only to find that my baggage did not make it with me. Due to a delay in the Lufthansa flight, I am without essential items like underwear. I was told that my baggage is expected to arrive tomorrow night. In the meantime, I'm wondering if I can purchase necessary items and be reimbursed. Could you please let me know the total amount I would be refunded so I can keep track of my expenses? Thank you for your assistance in resolving this issue. PROPERTY IRREGULARITY REPORT LUFTHANSA Dear Professor Levy, We apologize for the inconvenience caused by the missing baggage. We have initiated an investigation based on the information provided: Name: Professor Levy Flight/Date: LH689/04OCT LH520/04OCT Routing: TLV/MUC/MEX Ticket number: [redacted][redacted] Number of baggage pieces: 1 bag Tag number: LH570505 Colour and type of baggage: Black, Upright Design, Soft Material, Retractable Handles, Wheels/Rollers, No External Descriptive Elements Contact Phone Number: [redacted]77 Reference Number: MEXLH46279

During our holiday trip to Capetown, my sister and I encountered a distressing situation during our layover in Frankfurt. Upon boarding the second flight, a male staff member at the gate requested to see my return ticket, which was stored in my suitcase on the plane. Despite explaining my predicament and having the digital ticket on my phone without internet access, he adamantly denied us entry onto the flight. Feeling upset and frustrated, we were concerned about being separated, so we opted to purchase new tickets to Capetown at an exorbitant cost. This unexpected turn of events led to a significant delay in our travel, arriving in Capetown much later than planned. The staff member's unhelpful and rude behavior left us feeling appalled, especially as we had never faced such demands in all my years of traveling. The lack of prior warning about the return ticket requirement added to our disappointment during an otherwise eagerly awaited vacation.

I am writing on behalf of my elderly parents, both over 70 years old, who traveled alone on wheelchairs from Luxembourg to Kolkata, India on September 30, [redacted]. Their experience with Lufthansa was incredibly distressing. Their flight LH393 from Luxembourg was delayed by 1 hour and 15 minutes, causing them to rush to catch their connecting flight LH756 from Frankfurt with only half an hour between flights. Upon reaching Mumbai and then Kolkata, they discovered their luggage had been left in Frankfurt. Their baggage was finally returned to them at 11 pm on October 3rd. My father, a cardiac surgery patient, had his medications and medical files in the lost luggage and was without them for over 36 hours. Despite being charged [redacted] Euros for excess baggage, even after explaining their situation to the airline staff, they received no help or empathy. My parents, as senior citizens traveling alone, should be properly compensated for the distress caused by the airline's mishandling of their journey.

Hello, I recently purchased a flight from Manchester to Ghana and discovered an inconsistency regarding the luggage allowance. Prior to the flight, the information indicated I could bring two pieces of luggage and a carry-on for both segments of the trip. However, upon checking the booking app, it now states I can only bring one piece on the departure flight. This contradicts what I initially paid for. Even my ticket specifies that I am entitled to two pieces of luggage and a carry-on for both flights. I contacted the Lufthansa customer service line, and the representative was unable to explain the discrepancy and suggested I pay an additional £[redacted] for the extra luggage. I am frustrated by this situation, as it feels like false advertising and has caused me unnecessary stress. I expect to receive the luggage allowance I paid for, as clearly stated in my ticket attached here. I anticipate a prompt resolution to this issue. Booking reference: K3XZTT Thank you for your attention to this matter. Sincerely, Vanessa O.

I had a reservation for a flight from Geneva to Frankfurt on October 3rd, [redacted], at 15:00. I am a Ph.D. student from India and purchased a non-refundable ticket for 270CHF (excluding taxes). Unfortunately, due to unforeseen circumstances, I couldn't board the flight and encountered issues with web check-in. To claim reimbursement from a project grant, I need documentation showing that I paid for the ticket and did not cancel my reservation. Could you assist me with providing a document verifying these details? Here are the flight specifics: Economy class, Flight number LH1219, E-ticket number ETKT [redacted][redacted], Booking reference Sabre: HPCQJB, Airline: LH/R2MR2H, Reservation code: HPCQJB, Passenger name: SK.

I recently booked a flight from Manchester, UK to Venice, Italy. However, I mistakenly booked an early return flight. I have found a more suitable flight leaving Venice at 14:35 and arriving in Manchester at 17:35 on October 24th. I would like to change my return flight to this one, even if there is a fee involved. Due to health reasons, I am unable to make the early flight I initially booked. Changing the flight would greatly help me, as I would otherwise have to leave the hotel at 4:00 AM, which may not be feasible given the location of my hotel. I apologize for the inconvenience and appreciate any assistance you can provide. Thank you in advance.

I am missing the following items from my checked luggage: a black pair of jeans and a black leather jacket with metal zips. It has been a nightmare not having my change of clothes and shoes for a business interview and a casual outfit afterwards. I had to run around the airport all day in high heels, resulting in blisters. After rushing back to the airport the next morning, I found my jacket and trousers missing upon unpacking. This situation has been overwhelming, and I would appreciate advice on what to do next. Finding my missing items is crucial, whether by replacing them or offering compensation. Please, respond promptly to my email. Thank you.

I am writing to share my disappointment with a recent flight from Boston to Florence, Italy. I departed from Logan Airport on Wednesday, September 5th, [redacted], on Flight # LH0423. Despite selecting and paying for specific seats during the booking process earlier in the year, my travel companion and I encountered issues onboard. Upon arrival at our assigned seats, we found another couple sitting there due to a double booking error. When brought to the flight attendant’s attention, we were relocated to less desirable seats. Additionally, the in-flight entertainment screens were frozen, making it impossible to enjoy entertainment. Despite requesting assistance, the attendant was unable to address the issue promptly. This experience marks the second consecutive year of subpar service from Lufthansa on this route, with last year’s cancellation and delays still fresh in memory. As long-time customers since [redacted], my travel partner and I have noticed a decline in service quality and aircraft conditions recently. I hope to receive a response addressing these recurring problems promptly. Thank you. Sincerely, Jeffrey P.

I am writing to express my extreme displeasure with the service I received during my emergency booking due to a medical issue. My wife and I traveled to Milan from New York on September 26, with a return flight from Florence on October 3. On September 30, I urgently needed to fly back home due to a serious knee injury. We could only secure a flight from Milan to Zurich and then to EWR at a high cost. I believe this treatment of customers is unacceptable. I lost money on our return ticket and had to pay a significant amount for the emergency flight home. I am hoping for a resolution. Sincerely, Stuart Isacoff

Hello Team, I submitted a cancellation request for booking ID TMNFDQ (for my parents) on September 26, [redacted]. Despite my continuous follow-ups, I have not received a satisfactory response or email from your team. Today, on October 13, [redacted], when I inquired about the refund status with a customer representative, I was told that it had already been processed. However, I have not received any email from your airline or my bank regarding the refund. I confirmed with my credit card company, and they have not received any refund either. This lack of communication is disappointing. Moving forward, I will not be booking flights with this airline again.

Subject: Schedule Change Request for Flight LBIH7X Dear Lufthansa Team, I am reaching out regarding Flight LBIH7X from FRA to TIA scheduled for Nov 4. My mother, S. Berhani, who is visiting for my birthday, needs to return home due to a family emergency. We are hoping for a flight change this weekend, or any day that works best for your company. We want to minimize fees and appreciate your understanding in this urgent matter. Please cancel the Nov 4 booking and help us with the rescheduling. My sister may have also tried to contact you without success. You can confirm our details using her email ([redacted]). Thank you for your assistance.