A COMPLAINT LETTER**TO THE ATTENTION OF: *LUFTHANZA TICKET SALES DEPARTMENT**RE: A GRAV...

GetHuman-nikton's customer service issue with Lufthansa from November 2018

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The issue in GetHuman-nikton's own words
A COMPLAINT LETTER**TO THE ATTENTION OF: *LUFTHANZA TICKET SALES DEPARTMENT**RE: A GRAVE MISTAKE WITH A TICKET SALE*** Nov *****Plovdiv, Bulgaria***Dear Sirs* Madam,**I am writing to express my deepest disappointment with the events surrounding the re-booking of my ticket for the outbound flight from Sofia to Talin, and inbound flight from Helsinki to Sofia, as well as the whole correspondence with the call centre of Lufthanza. All those misunderstandings happened on *st Nov, this year, ****.**The facts, preceding this situation are the following:**As of * November, ****, I have a reservation *TVPF*J – the outbound flight from Sofia to Talin, for the **th Nov *******As for the return flight from Helsinki, initially booked for *th January, ****, I have to change the date to **th Jan ****. My intentions were to change not only the date, but also the inbound destination – from Talin.**I registered on the site of Lufthanza on * Nov ****, at *.**hrs, a.m.**That is when I tried to change the reservation, but somehow, it seemed impossible and the screen froze – it could have either been the internet connection, or a mistake on my end***The next step was to call the Lufthanza call centre – all the conversations are recorded, as I was warned at the beginning of the conversation! I called to ask what the reason was for me not being able to change the reservation. The conversation took place at *.** hrs a.m., and lasted for * minutes and ** seconds. That is when the agent explained to me that I could not change the inbound destination online, but only the date of the flight, as my initial attempt had been. She also explained that she could do the change of the airport, but that service seemed too expensive to me, so I decided NOT to make the change of airport for my inbound flight. That was the end of the call***I tried to enter the site again to change only the return date, but for some reason, it would not happen. The last attempt to change it, was at *.** hrs a.m.**At **.** hrs p.m. I called back The Lufthanza call centre to re-book my reservation date for the return flight. The conversation lasted ** minutes and ** seconds and again, all the conversation was recorded, as per initial instructions. The agent confirmed she could make the re-booking and filled all the information again – dates, names, seats, payment info, etc. At the end she confirmed the reservation was finalized and we hung up. The time our conversation ended was **.** p.m., the same date, *st Nov ****.**On the same date, *st Nov ****, at **.** hrs, I received another e-mail from Lufthanza, and it read that I have a Cancellation Acknowledgement of the new reservation, I had made literally minutes before, over the phone. That cancellation was regarding the new reservation with new date for return **th Jan *******It is really confusing to understand that I re-booked a reservation, after having cleared all the details, and to have cancelled it. It does not make any sense!**After having confirmed that no fees have been withdrawn from my account for re-booking, I decided to call again to see what had happened. That call took place on *th Nov **** at **.** hrs p.m. and took ** minutes and ** seconds, being recorded, as it is always the case with those calls***To my dismay, the agent confirmed that my reservation was invalid and non-existing! She implied that I had cancelled the reservation ** minutes after I had had the conversation with the agent on *st Nov ****. For almost ** minutes the agent insisted that I, or someone with access to the site, had made the cancellation online. I HAVE NOT! This can be proved by the history of my entering in the Lufthanza site. There is no such attempt, as per her declaration. As per the history in the computer, my next enter is at **.** p.m.**To have acted that way makes no sense, because that trip is of utmost importance to me. It is so important, that considering those events, I made another reservation – N*YMCX, right away, and paid the ticket.**I have endured substantial financial loss, but also, complicated issues, concerning my business relations with my partners***I am demanding that you to investigate the case attentively and establish the truth, based on the aforementioned facts.**I do hope this is some kind of a terrible mistake on behalf of the call centre’s agent, or the manner in which the site is operating. **Looking forward to your immediate assistance and help.*With respect and urgent demand for cooperation,**Nikolay Tonchev**************

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Lufthansa

Customer service issue
Reported by GetHuman-nikton
Nov 11th, 2018 - 3 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 1575 others
0 customers following this

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GetHuman-nikton started working on this issue
Nov 11th, 2018 6:16am

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