Lufthansa Customer Service Issues

Dear Sirs, good morning. On November 13, [redacted], I purchased 3 tickets online from Bologna to Lviv and back for friends. That same evening, we noticed an error in one of the names, so we called Salerno's customer service, which promptly agreed to cancel the name in question and process a refund of the corresponding amount. (reference code: RQY2LT). The total amount I paid was €[redacted].90, while the correct refund amount was €[redacted].30. On November 25, [redacted], we called Salerno again and spoke with a certain Michela or Micaela to inquire about the refund. She informed us that the payment was made within 48 hours of the request. We explained that the refund had not been received, but she insisted it was an issue with my bank. I clarified that I paid via PayPal, not a bank, but she advised me to take it up with my bank. She then rudely ended the call. Shortly after, I contacted Salerno again and a kind lady informed me that the refund had not reached the ticket office due to a technical glitch and she made sure to resubmit the request. Personally, the refund time isn't a major concern, but I am truly surprised by the rudeness of your operator. I am over 70, and no call center has ever treated me like this. Considering that a company's image primarily reflects through its phone service, I hope my experience is an isolated case. I look forward to a courteous reply. Warm regards.

My mother has a flight scheduled for tomorrow, but she cannot travel due to having an emergency passport issued for a single entry only. She also holds a UK resident card. She is visually impaired and has an eye operation planned for December 13th. We possess a copy of her emergency passport, valid for a single journey. Unfortunately, her South African passport, applied for in May [redacted], is delayed due to issues with the printing system. Despite visiting the embassy on November 26th as requested by the airline, they confirmed it's valid for a single journey only. I am seeking a full refund for her ticket at your earliest convenience.

Dear Sir or Madam, I am reaching out regarding the booking of two tickets for my parents. Unfortunately, due to a medical issue, they were unable to travel, leading to the cancellation of both tickets. For one ticket, registered under the name Narayanappa Bathineni with electronic ticket number [redacted][redacted], the refund was processed with a cancellation fee deducted. However, for the second ticket, traveler Leelavathi Narra with electronic ticket number [redacted][redacted], the cancellation was also due to medical reasons. Despite submitting all necessary documents as agreed upon with a Lufthansa customer representative for a waiver of the cancellation fee, I only received a partial refund instead of the full amount. The tickets were meant for travel on September 13, [redacted], and despite numerous emails to Lufthansa Airlines, the correct refund has not been issued. It has been over three and a half months now. I kindly request your assistance in resolving this issue promptly. Thank you for your attention to this matter. Warm regards, Manohar

Greetings, My name is Tedd, and I am reaching out regarding the loss of my luggage while traveling through your service. I had booked a flight with Ethiopian Airlines and utilized Lufthansa as my transit point from France's Dusseldorf Airport through Frankfurt. Unfortunately, my bag has not been located since my journey. Despite contacting Ethiopian Airlines representatives and visiting the lost and found departments in Frankfurt and Dusseldorf, I was informed that my bag is lost and that Lufthansa is accountable. The contents of the missing bag are crucial to me, and its absence is causing me significant inconvenience. I even had to purchase some essential items using my own funds. While my other two bags arrived at my home within two weeks, this particular bag is still missing. I eagerly await your response. Thank you.

I, Rosie Granger, booked a flight with Romana Blasigh on flight LH [redacted] with Mitteltur in Cividale Udine, Italy for August 2, [redacted] in economy class. I paid for the trip well in advance, but unforeseen events in Zimbabwe caused concern. I learned of military activity and a cholera outbreak, prompting me to cancel due to safety worries for my daughter. The travel agency ensured a refund, but many months have passed without it materializing. I've reached out seeking assistance. My late husband and I have traveled with your airline before. Thank you, Rosie Granger

Good afternoon, This morning, I canceled my reservation hoping for a significant refund minus a reasonable cancellation fee. However, upon cancellation, the refund amount was not displayed. The cancellation acknowledgement email mentioned that any refund would be credited back and any applicable administrative fee would be charged separately. When I contacted customer service for more information on my refund, I was informed that I might only receive around $[redacted] back from the approximate $[redacted] I paid for the air ticket. I am dissatisfied with the discrepancy between the expected refund and the actual amount stated on the Lufthansa website. I am requesting a refund closer to the initial amount paid or to have my booking reinstated. Thank you for your attention to this matter. Aravinda Ramakrishna

During our recent trip to Frankfurt on November 25, my husband's name was incorrectly printed on his ticket, combining his first and middle names into one. This caused issues when we tried to check in as our seats were not assigned together. Although it was rectified for our flight to Frankfurt, the problem recurred for our return journey on December 3. We spent time at the airport help desk to fix it, but today, while trying to check us in for our flight LH426 tomorrow, I had trouble securing seats together. Despite initial success, my husband, Frederick Wahl, was unable to complete the check-in process, leaving me concerned we might be separated during the 9-hour flight. We even attempted to contact support without success. We hope his name is corrected, and we are willing to upgrade to premium seats to ensure we can sit together comfortably.

I purchased a flight from mytrip.com for a Lufthansa flight from Tallinn to Milan on July 4th next year (with a return ticket for July 9th). However, I received notification from mytrip.com that this flight has been canceled. The booking number is VWPETV for 2 tickets under the names Marlen M. and Rauno L. for flights LH-[redacted] from Tallinn to Munich and LH-[redacted] from Munich to Milan. I contacted the office in Estonia, and they advised me to reach out to mytrip.com. After multiple attempts, I finally received a response instructing me to contact the airline for a refund, but it depends on the airline's policy. I'm confused about who will provide the refund and how long it will take. It's frustrating that I'm caught in the middle between mytrip.com and the airline. I hope for a resolution soon, as this experience has been disappointing. Best regards, Marlen M. from Estonia

Hello, I have reserved two flights for my parents with Lufthansa from Bucharest to Toronto departing on December 11, [redacted], and returning on April 10, [redacted] in Economy Light. I previously purchased two baggage allowances for their return journey from Toronto to Bucharest. Now, I am looking to buy two baggage allowances for the flight to Toronto from Bucharest, one for each passenger. However, when I inquired about this with customer service representative Cara, she directed me to buy them through Air Canada. Despite Lufthansa operating the flight from Bucharest to Frankfurt, Cara insisted that I purchase the baggage from Air Canada. This left me feeling frustrated as I originally booked the tickets with Lufthansa, not Air Canada. When I requested to speak with her supervisor, Cara declined in an impolite manner. This interaction did not align with the high-quality customer service promised on your website. I am concerned about my elderly parents, aged 76 and 80, who are not fluent in Romanian, English, or German. If I buy the baggage from Air Canada, what will happen if the Lufthansa representative in Bucharest asks them to pay again? Thank you for addressing my concerns. Best regards, Darinka Kalcheva Booking Code: RU5T8N

Hello, I am writing on behalf of my client, who appears to have had miles mistakenly credited to an incorrect account under LH Air FFP instead of their actual Lufthansa FFP account. The incorrect account number provided is LH [redacted][redacted]. We kindly request for these miles to be removed from the incorrect account and transferred to my client's United Air MileagePlus account under the name Jeffrey Stewart Weinstien, with the account number VC644374. The flights in question that were credited to the incorrect account are as follows: 1. JFKPEK CA982 on 21OCT18 booking reference DWRCUS8 2. PEKPVG CA1835 on 26OCT18 booking reference DWRCUS8 According to United Air records, these flights were not eligible for MileagePlus credit as they were mistakenly credited to another airline's frequent flyer program. United Air has confirmed that once these credits are released from account LH [redacted][redacted], they can be reinstated to my client’s UA FFP account. Please feel free to reach out if further information is needed to resolve this matter promptly. Best regards, Redel Fronda Executive Assistant to Jeffrey Weinstein

Dear Lufthansa Customer Service, I am filled with disappointment and frustration regarding the recent experience my family encountered while trying to travel with your airline. On November 13th, my wife and children were set to board flights LH [redacted] and LH [redacted] from Dallas to Delhi for a vacation. Unfortunately, we faced a distressing situation during check-in as my 8-year-old daughter, Ms. D, was not allowed to board due to an issue with her Indian passport issued by the Houston Consulate. Despite providing valid documentation, the check-in agent insisted she needed a US visa stamped in the country, which was incorrect. The agent's behavior was unprofessional and the lack of clarity on next steps regarding my daughter’s ticket was concerning. This incident caused emotional distress to my daughter and our family, leading to changes in our travel plans and financial losses. I reached out to Lufthansa staff in Frankfurt to explain the situation, and they were equally surprised by the check-in agent's actions, highlighting the inconsistency in service quality. The impact on my daughter, who has never been separated from her mother, has been significant, with emotional turmoil affecting her well-being. I had to rethink my travel plans due to this incident, causing inconvenience and adding to the overall distress faced by my family. I urge Lufthansa to address this issue promptly, refund the ticket costs of $[redacted].31 for myself and $[redacted].31 for my daughter, and review your customer service protocols to prevent such occurrences in the future. Best regards.

Subject: Assistance Needed with Lost Hand Luggage on Lufthansa Flight I am reaching out regarding a concerning issue that occurred during a recent flight with Lufthansa on December 2, [redacted]. My client, Rachael Omorvigho Oddiri, experienced a mishap with her red hand luggage being mistakenly taken by the ground crew at the Dallas airport. The luggage was supposed to be checked through to her final destination in Port Harcourt, Nigeria, but unfortunately, it did not make it onto the connecting flight. Upon closer inspection, it was discovered that the luggage tag attached to her boarding pass belonged to another passenger, identified as EGIMEZ/OKTA. This mix-up is highly distressing and unacceptable. We are urgently seeking the swift retrieval and delivery of the red hand luggage with all its contents to Ms. Oddiri in Port Harcourt. Your prompt assistance in resolving this matter would be greatly appreciated. Should you require further details or clarification, please contact me, Vera Elue, at [redacted]/[redacted] or via email at [redacted] Thank you for your attention to this matter. Warm regards, Vera Elue, Esq.

Regarding the digital baggage receipt for flight LH923 from London to Frankfurt/Main: I checked in for the flight this morning after booking an upgrade to business class online yesterday. The upgrade was a surprise for my husband and babies, and I had a printout with me. I was under the impression that the upgrade covered luggage as well, as I was informed by a colleague. However, upon checking in, I was told the upgrade was not showing and was directed to another Lufthansa colleague, Eva Kamya, who said there was nothing on the system. Confusion arose when I realized I had the wrong passport, which belonged to another passenger. This led to a series of events, including my husband losing his wallet. With the help of a Good Samaritan who found the wallet, we were able to rectify the situation. Due to the stressful circumstances and unexpected expenses incurred, I am kindly requesting an upgrade for our rescheduled flight to Nigeria on Friday. As a registered disabled individual, an upgrade would greatly benefit our comfort and well-being after the challenges faced during this journey. Thank you for your consideration. Sincerely, Edna D.

I am reaching out regarding my recent flight booking from Toronto to Bengaluru, India with the booking code SGMXUJ for a trip on January 14, [redacted]. I upgraded my flight from Frankfurt to Bangalore to Business class in September 9, [redacted], paying $[redacted] Canadian. Due to my mother's illness, I had to change my travel date to December 11, [redacted], under a new booking code LIK3Q8, with both legs of the journey in premium economy. I was assured a refund of $[redacted] for the upgrade that was no longer available with the new booking. Despite the promise of a refund within 15 days, I have not received it even after a month. Customer service was unable to assist when I called today. As loyal customers who often recommend Lufthansa to our friends, we hope for a prompt resolution to this matter and the refund. Please note that my husband's booking under SGMXUJ, Mr. Nanjund Umesh Rao, remains unchanged. Best regards, Ms. Meena U. Rao

I would like to share the recent experience my spouse, M.K., had with Lufthansa during her flight from Los Angeles, CA, USA to New Delhi, India. I am requesting urgent remuneration for the inconveniences she faced. The flight was delayed departing from LAX due to mechanical issues, resulting in a delay of 1 hour and 43 minutes. Subsequently, M.K. was denied boarding in Frankfurt for her connecting flight to Delhi (LH760). Instead, she was offered a flight, AI [redacted], which departed 8 hours and 10 minutes later than scheduled. This caused her to reach Delhi over 8 hours behind schedule, causing her to miss an important family event. The compensation provided, a 10 Euro food card, was inadequate for the extended wait and was issued with the incorrect date, rendering it unusable. Furthermore, the services provided by Air India were subpar compared to Lufthansa's standards. The lack of communication and support exacerbated the situation, especially given M.K. was traveling alone. The mistreatment she faced from security personnel, including racist remarks, added unnecessary stress to her journey. I have attached the passenger rights document outlining the compensation details for such circumstances and hope that Lufthansa addresses this matter appropriately.

My father had a round-trip flight booked with Lufthansa from Chennai, India to Dallas, USA. The return flight is scheduled for Mar-7-[redacted]. On Nov-21-[redacted], I contacted Lufthansa customer support regarding an inquiry and was informed that the return flight was canceled due to a change in the flight schedule from Dallas to Frankfurt. The customer service representative assured me that I would receive a refund for the return fare within 7 days. Unfortunately, I have not seen the credit in my account yet, aside from receiving an email confirming the cancellation of the ticket. I am seeking confirmation of the status of the refund or assistance in booking a flight from Dallas to Chennai. It is disappointing that the cancellation was not communicated until I reached out to customer support. Passenger Name: B. Palaniappan Booking Reference: VL8L3L I emailed last week and received a reference id [redacted]7, but have not received any further response.

A friend of mine, George Rohen, traveled from India to Panama via Frankfurt and Miami on December 6, [redacted], with Lufthansa. His flight LH-[redacted] from Frankfurt to Miami was delayed, causing him to miss his connecting flight CM-[redacted] to Panama. He has already reported his missing luggage at Panama Airport. George, a sailor, left without essential items needed for his 4-month voyage. Despite efforts by his agent in Panama to locate the luggage, the authorities have been unable to find it. I am reaching out on his behalf, asking for a sincere effort to locate and deliver his belongings promptly, as being without these necessities is challenging for him on the ship.

I had a flight canceled from Zurich to Budapest on the 10th of November. I was transferred to a Lufthansa flight the same day to Frankfurt and then Budapest. For my second flight, I had to wait for almost 2 hours, totaling 10 hours of waiting that day. Needless to say, I was tired and in a bad mood. However, my second flight in Frankfurt gave me a pleasant surprise. Our pilot, Mr. Hagen Gerlach, greeted us in Hungarian during takeoff, which I found extremely nice. He truly made my day and compensated for the long and tiring day. I thanked him on the spot, but I believe he deserves recognition from Lufthansa as well. It's gestures like these that make a difference, and I believe he should be commended by the company. Thank you, Lufthansa, for having people like Mr. Gerlach who go the extra mile to please passengers. Please pass on my thanks to him and to your team.

My brother bought an airline ticket for me to bring back his dog from Europe. I arrived at the airport at 8:34, just slightly behind schedule with plenty of time before my 9:40 flight. Despite this, they refused to let me on the plane. Later, they erroneously informed my brother the flight was canceled. I was disappointed by the lack of assistance and understanding, especially as the flight didn't depart until 1 a.m. The attendants showed no empathy towards me or the situation. My brother invested a lot to reunite with his dog. I felt the service was unprofessional and discourteous. I doubt I'll choose this airline again. Perhaps they could learn customer service from Korean Air to attract more passengers.

Hello, I am writing to inquire about the status of the refund for my disrupted flight on 12/6/18. Due to a delay of more than three hours on flight LH1401 from Prague to Frankfurt, my connecting flight LH1120 from Frankfurt to Madrid was missed. Lufthansa provided accommodation and rebooked us on flight LH1112 to Madrid on 12/3/18. I have tried to request a refund online with no success. I purchased a total of 6 tickets, costing [redacted].18 euros, and would like to ensure prompt processing of the refund. Thank you for your assistance. Best regards, Ally Russell