Greetings,*My name is Olga Shteynbok* ID***************** email: *****@***.com.*My fami...

GetHuman-shomolga's customer service issue with Lufthansa from January 2019

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Greetings,*My name is Olga Shteynbok* ID***************** email: *****@***.com.*My family (husband Andrey Suvorov and daughter Anna Suvorova) and I traveled from San Francisco (USA) to Tomsk (Russia). The trip took place on the **th of December from San Francisco to Frankfurt (flight LH****), then from Frankfurt to Moscow (flight LH ****) and from Moscow to Tomsk (flight S* *** which was on the **th of December due to the time difference).*The first flight LH**** was delayed for more than * hours. As a result, we missed all other flights. Lufthansa checked us in to the next available flight from Frankfurt to Moscow, however, we missed our flight to Tomsk (S****). There were no other available flights from Moscow to Tomsk on the **th or **th of December, and we had to buy tickets from Moscow to Novosibirsk (it takes four hours to drive from Novosibirsk to Tomsk) on the **th of December. Moreover, we had to stay at the hotel in Moscow while waiting for the flight to Novosibirsk. Our tickets on the flight *** were two ways tickets, and since we missed the flight from Moscow to Tomsk, our flight from Tomsk to Moscow (S****) which was on the January ** was cancelled by S*Airlines. As a result, we had to pay for renewal of out tickets.*In general, our trip took us about ** hours. My daughter Anna is only ** years old. She cannot eat gluten and dairy products. We had a lot of difficulties to feed her during that trip. Moreover, during the * hours delay of the first flight (LH****) we were on the plain all that time. The crew did not offer us food and even water during all this time. The crew were rude and careless. We asked manager of flight about the reasons of delay and about our next connection flights, but she answered that she was going to take us off the flight because we don’t have German visa (so, she did not listen to us carefully and did not understand our situation at all).*The temperature in Novosibirsk was about *** below zero. We did not have appropriate clothes and had to ask our relatives to pick us up from the airport in Novosibirsk. It took them * hours to drive both ways (from Tomsk to Novosibirsk and back). *Our costs for this delay are $**** (costs of hotel in Moscow, renewal tickets from Tomsk to Moscow, new tickets from Moscow to Tomsk, food, and gasoline). *As far as I understand the content of Regulation (EC) No ******** and Interpretative Guidelines on Regulation (EC) No ********, my family and I have *-*a right to reimbursement of the full cost of the tickets *-*compensation for the delay*-*reimbursement of all our extra costs *-*compensation for the emotional distress.

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Customer service issue
Reported by GetHuman-shomolga
Jan 30th, 2019 - 4 years ago
Seen by 4 customers so far
Similar issue to 2764 others
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GetHuman-shomolga started working on this issue
Jan 30th, 2019 8:44pm
GetHuman-shomolga confirmed the issue is fixed. Hooray!
Jan 30th, 2019 8:45pm