Dear Sir*Madam**I am desperately looking for someone who can help me, in the face of th...

GetHuman1536825's customer service issue with Lufthansa from November 2018

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The issue in GetHuman1536825's own words
Dear Sir*Madam**I am desperately looking for someone who can help me, in the face of the most calculated indifference and, quite frankly, contempt displayed by major airlines and travel agents to their customers.*On October ** I booked four tickets from Manchester to Shenzhen, China via Opodo. Flying with Lufthansa on December * and returning on December ** for a wedding. The passengers include my three month old granddaughter. *The Opodo booking reference is ***********The Lufthansa booking code is K*LYL**I received confirmation of the booking and we paid approx. £*** for the visas on the said flights. I downloaded the Opodo app and could verify my booking.*On November *, I received a short email from Opodo informing me that my flight had been “modified” and I had to contact them. After being left on the telephone for ** minutes waiting to get through, I finally spoke to an agent. He informed me that Lufthansa was no longer doing that journey—it had been cancelled. He said I would be reticketed on alternatives and would hear within ** hours.*You can imagine my extreme distress on this news, compounded by the fact that I did not hear anything at all. Finally, on the evening of November *, I telephoned Lufthansa direct, explained my dilemma and a lovely agent did his best to reticket us all there and then. He explained Lufthansa had cancelled the route we had paid for, and it was now flying from Manchester via Beijing to Shenzhen.*Obviously this is not the route I wanted, especially with a baby. But under the circumstances, and given the fact that we would only arrive three hours later than originally planned, I was pleased for his assistance. He assured me that everything was taken care of, and our tickets would be reissued.*I obviously was unable to sleep waiting for the email, which had not arrived by *am on November **. I telephoned Lufthansa again and the agent confirmed that everything was good, the tickets were in order and would be reissued shortly.*Three hours later, I received an email from Lufthansa. Bizarrely, it had the schedule for our rebooked flights, along with details of the e-tickets and their confirmation. But at the top, it requested I contact them urgently, which I did.*I was informed that the tickets were not mine, that the agent should never have made them up as I had booked through Opodo, that the tickets made out were at a higher price than that I had paid and therefore I could not have them. When I said that was hardly my fault, that Lufthansa had cancelled the flight I had paid for and the one of their agents had rebooked me, and another had confirmed it was ok, they were indifferent. I asked to speak to a manager who, when he came on, was completely oblivious to any concept of customer service. He informed me it was not Lufthansa's problem and it was mine to sort out.*I contacted Opodo and, again after a huge delay, was informed that there was nothing they could do about it until they received authorisation from the airline. When I asked why they didn't have authorisation when I had spoken to the airline three times in the last ** hours, I was told it was a Saturday. When I explained that, as far as I was aware, the four of us no longer had any flights—despite paying out almost £*,*** two weeks before—I was told I had to be patient. I was refused to speak to a manager or supervisor then. Instead I was told one would ring me back in two to three hours. This was a lie as both myself and the agent knew but given extortionate call rates they can afford to tell such lies.*I am now in a situation in which I have paid what is, for my family, a significant amount of money for a hugely important occasion. But the four of us no longer have an outward flight, do not know if we will get one and no way yet of getting our money back. Of course, when and if we do get our money back, we are so much nearer the date we have to fly, so the cost will be significantly increased.*I am a professional journalist who travels regularly. In my many years of travel, I have never been treated with such arrogance and disdain. It seems to me the big travel agents and airlines consider they have customers over a barrel and can do as they please. I am determined that this will not be the case and I ask your asssistance.*I look forward to hearing from you*Yours sincerely *Julie Petereit

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Lufthansa

Customer service issue
Reported by GetHuman1536825
Nov 10th, 2018 - 3 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 1569 others
0 customers following this

Timeline

GetHuman1536825 started working on this issue
Nov 10th, 2018 6:56pm