I bought a Lufthansa ticket (VUWB**) with my Lloyds Bank debit card on Tuesday **th of...

GetHuman-bfasinro's customer service issue with Lufthansa from July 2018

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The issue in GetHuman-bfasinro's own words
I bought a Lufthansa ticket (VUWB**) with my Lloyds Bank debit card on Tuesday **th of July, **** from Lagos, Nigeria,*An email was sent confirming my purchase and my card was debited.*There was no other communication from Lufthansa regarding the mode of purchase or any advice whatsoever.*On Saturday **th of July, ****, I tried to check in online but I couldn't.*My experience at the airport has shaken my believe and trust in Lufthansa because of my experience with your 'staffs' at the Murtala Muhammed Airport, Lagos.* I have NEVER come across a group of UNPROFESSIONAL bunch of people. Their attitude towards me was not only disrespectful but downright condescending .*It took the checking in agent **minutes to beckon on me to come forward after initially sending me back that she was busy on the mobile phone laughing away.*This can not be what Lufthansa represent. When she finally took my passport, she held on to it and was talking to the agent first to her right then the one to her left and when I complained she glared at me. *After checking my details, she said to wait that her 'supervisor' was coming to talk to me. After about *minutes and no one came, I asked her what the problem was and she said wait for my supervisor.*John (name on tag) came, no courtesy or anything. He said, we have instructions not to let you fly unless you show us the purchase credit card. I explained to him that the card is in the UK and it is NOT a credit card but a DEBIT card and that is in my name. *He said, our instructions is no card no fly. I logged on to my online account to show him my statements where the money came out and my details. But, he refused to listen. Does your 'instruction' includes no use of common sense? Is it not prove that the account has not been used fraudulently that Lufthansa wants? Is provision of card only prove that the account is genuine? Can a card not be cloned? As I was explaining to me my position, he just WALKED AWAY from me in mid sentence? I was shocked! Does this guy realise my custom is part of what pays his salary?*I went after him to ask him why he walked away from me, he said he wanted to go and talk to someone else. No apology or nothing. He had a look of disdain on his face. He looks at me as if he was the CUSTOMER. I was really angry. But, kept my cool.*He said, the only option left is to buy another ticket because I can't use the ticket i bought online.*At your ticket office, I was quoted a price $*** more than I paid for my original ticket.*Did not have that much money in my Nigerian account. Had to start calling friends and family for a bail out. Managed to raise the fund just about time.*On the way to boarding, met John the supervisor blocked my path smiling and calling me Peter. Does he really think he is funny? *If, a supervisor can behave so unprofessional how can he control the ticketing agent who was on her mobile phone for **minutes while a supervisor was standing right behind her.*Lufthansa had FOUR DAYS to contact me about my mode of payment before I got to the airport but did not. *I would like my complaints investigated against the above mentioned individuals. There was a business class passenger who was at a counter beside me who was not pleased at his treatment as well. I am sure he'll complain as well. This individuals will COST Lufthansa customers because of their unprofessionalism.*It’s FOUR days and my account has not been refunded.*I would like the difference I had to pay for my ticket refunded or given another form of compensation to cover my loss.*Coming directly to you is my first line of complaints. If not satisfied with your response I can go through other means.*Thanking you for your usual co-operations at all times.*Yours sincerely,**Adebayo Fasinro
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Lufthansa

Customer service issue
Reported by GetHuman-bfasinro
Jul 18th, 2018 - a yr ago
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GetHuman-bfasinro started working on this issue
Jul 18th, 2018 6:32pm
GetHuman-bfasinro indicated the issue is not fixed yet.
Jul 18th, 2018 7:33pm
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Jul 20th, 2018 6:06am
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Jul 22nd, 2018 7:18am
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Jul 22nd, 2018 8:54am
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Jul 22nd, 2018 8:24pm
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Jul 23rd, 2018 6:56am