Lufthansa Customer Service Issues

Archive 24

The following are issues that customers reported to GetHuman about Lufthansa customer service, archive #24. It includes a selection of 20 issue(s) reported January 27, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Due to a medical emergency, I had to cancel a trip from Bangalore to the USA booked on Lufthansa to attend my son's graduation. Despite being the primary caregiver for my husband, when I tried to reuse the amount for a trip from the USA to India, the agent advised cancelling with a $[redacted] loss as the trip can't start in the USA. Initially, I was informed I couldn't get a refund but could reuse the amount. Seeking clarification from the airline regarding my options is essential due to the circumstances being on humanitarian grounds.
Reported by GetHuman-bhanusri on Monday, January 27, 2020 5:10 PM
Subject: Assistance Needed for Parents' Cancelled Flight Dear Lufthansa Customer Service, I am reaching out following a recent conversation with a travel agent at Aria Travel in Toronto regarding my parents' cancelled flights from Tehran, Iran to Calgary, Canada. The flights in question, LH601 and AC854, were unfortunately affected by unforeseen circumstances. Based on my understanding of EC Regulation [redacted]/[redacted], I believe that airlines are obligated to assist passengers in such situations. I appreciate Lufthansa's commitment to passenger safety and their efforts to provide alternative routes. However, my elderly parents are among those unable to benefit from these options due to concerns about additional flights to a third country. I kindly request Lufthansa's assistance in either compensating for the inconvenience or offering discounted tickets to a destination where your airline operates. This would greatly alleviate the financial burden on my parents. Alternatively, providing two round-trip tickets for a future date when conditions improve would also be appreciated. Thank you for your attention to this matter. I eagerly await your response to discuss possible solutions before considering a refund for my parents' tickets. Sincerely, [Initials]
Reported by GetHuman-sashaery on Monday, January 27, 2020 6:00 PM
I recently flew on LH [redacted] from JFK to Frankfurt on January 20th. Unfortunately, my bag arrived damaged. Due to being tired and jet-lagged, I didn't start a claim until January 27th. Despite my efforts, the website didn't accept my claim due to an email address issue. After finally reaching someone by phone on January 30th, I was told they would get back to me. However, upon following up on February 1st, I was advised to submit a claim via email. My bag has a rip at the top, making it unusable. I purchased it for 65 euros four years ago. My name is Mrs. Daniele (Weil) Winsbacher.
Reported by GetHuman-keilawin on Sunday, February 2, 2020 12:07 PM
Dear Lufthansa team, I am writing to request confirmation of my flight with you from Singapore to Malaga (via Frankfurt) on June 18/19, [redacted]. Traveling with me were my children, Marta and Livia Manners, and our two pet cats, all heading to Spain as we were relocating. I need this confirmation for a social benefit application upon returning to Spain, and unfortunately, I no longer have the boarding passes. Though I have the purchase email, it doesn't seem sufficient to prove our travel. I kindly ask for an email or any form of confirmation stating that we were on the flights departing Singapore on June 18th to Frankfurt and then to Malaga on June 19th. Your assistance in this matter is greatly appreciated. Thank you for your help. Elsa
Reported by GetHuman-ramoslop on Monday, February 3, 2020 8:16 AM
My name is Gudmundur Thorsteinsson, and I have a reservation for a flight from Keflavik to Naples with the booking reference "RPDSRH". I purchased seats for my wife and me from Keflavik to Munich. Our current seat numbers are 5A and 5B. I am interested in changing to seats 11A and 11B, even though I am aware they are security seats. I was unable to make this change online as I have already selected seats, but I am willing to pay any price difference. Warm regards from Iceland, Gudmundur
Reported by GetHuman4325718 on Tuesday, February 4, 2020 8:31 AM
Hello, my name is Chandani. I had a flight last Saturday, which was a connecting one. It was from Ahmedabad to Delhi, then Delhi to Frankfurt, and finally Frankfurt to Washington Dulles. I hold a green card. In Delhi, Lufthansa staff informed me that I couldn't continue to Frankfurt as I didn't have a visa, and I needed to purchase a new ticket. They said Lufthansa couldn't issue me a new ticket because of the visa requirement. I'm puzzled because if a visa is necessary, how did I fly the same route previously when traveling from IAD to Frankfurt to Delhi to AMD? Why would a visa only be required on the second trip to Frankfurt?
Reported by GetHuman4330739 on Wednesday, February 5, 2020 4:11 PM
I have encountered an issue while redeeming my miles for gift cards through Miles and More - Lufthansa. After receiving a confirmation email, I then receive a rejection email from Cadooz without any explanation. Despite contacting Lufthansa customer service multiple times, I have been unable to resolve this issue. I was advised to send all documentation to Lufthansa headquarters, which I did in early December, but I never received a response. During my most recent call to Miles and More, it was mentioned that my account has been blocked without providing a reason. I am currently awaiting an email from Lufthansa to address this matter and unblock my account.
Reported by GetHuman4334855 on Thursday, February 6, 2020 5:52 PM
Dear Lufthansa customer service team, I am reaching out regarding an issue on my recent Chicago to Cairo flight. Despite numerous attempts, I was unable to order a special meal through My Booking as instructed in Lufthansa FAQs. Instead, I kept getting redirected to my check-in page. After searching for a solution online, I discovered that calling customer service was recommended. However, when I contacted customer service, I was informed that I should have placed the order 24 hours prior to the flight and advised to remember for next time. It is frustrating to encounter this problem, especially when many other passengers are experiencing the same issue due to a flaw in the website. I kindly request your assistance in finding a resolution, considering this was a long-haul flight. Thank you in advance, R. Abozeid
Reported by GetHuman-rabozei on Friday, February 7, 2020 4:09 AM
We have a flight from Palma de Mallorca to Manila on March 1st. We purchased the ticket through the agency Gotogate. We received a message about the cancellation of the layover from Hong Kong to Manila. Gotogate says we need to obtain cancellation authorization directly from the airline. I spoke with you and with Philippine Airlines yesterday. Both companies informed me that Gotogate needs to request the cancellation authorization. I called Gotogate again, and they continue to insist the same thing... Can you help me?
Reported by GetHuman-marmesme on Wednesday, February 12, 2020 11:26 AM
I have a booking with Lufthansa for a trip from Manchester to Singapore with a layover in Hong Kong. While my companion and I are seniors and in good health, we are worried about the current situation with the coronavirus in these destinations. The tickets we purchased were non-refundable and non-changeable. I would like to postpone our travel dates to a later time this year due to our concerns, but it appears that this is not allowed based on our ticket terms. Is there any assistance you can provide in this matter?
Reported by GetHuman-catonmi on Wednesday, February 12, 2020 7:17 PM
I am having trouble completing my car rental booking because the dropdown box for selecting my title is not functioning. I have attempted using different desktop browsers and the app, yet the issue persists. Not being able to input my title results in an error message each time, preventing me from finalizing the booking. Could you please provide guidance on how I can successfully make the car rental reservation? Thank you.
Reported by GetHuman4358266 on Thursday, February 13, 2020 10:05 PM
I am reaching out regarding my upcoming trip to Germany on August 1, [redacted]. After two years of planning, I am excited to finally meet my father's family, making this journey very meaningful to me. Due to budget constraints, I could only book an Economy Class ticket. I am wondering if it's possible to note my reservation so that if a window seat in a different class becomes available, an upgrade could be considered, even for a nominal fee. My mother had a positive experience flying with Lufthansa years ago, and she spoke highly of their service. I will be traveling alone on this trip. Thank you for your attention to this matter. My name is Connie Louise K. and my booking code is SXDCFX.
Reported by GetHuman4371930 on Tuesday, February 18, 2020 2:24 PM
Good afternoon, My name is Gilberto Mendez, and I am currently in Bogota, Colombia. I am in the process of purchasing a ticket for the Bogota/Budapest route via Munich or Frankfurt. Due to my age, I have a special requirement to travel with a medium-sized pet (dog) that serves as both emotional support and companionship. My plan is to travel on May 22nd and return to Colombia on August 19th. I would prefer to fly with Lufthansa, but I need assurance that I can bring my pet with me when purchasing my ticket. Please confirm if it is possible to arrange this directly with you. My phone number in Colombia is +57 [redacted], or you can reach me via email at [redacted] Thank you, Gilberto Mendez
Reported by GetHuman4372874 on Tuesday, February 18, 2020 5:57 PM
During my recent trip from Chicago to Chennai via Frankfort on October 13, [redacted], I encountered some unfortunate delays with my flight LH9151. These delays were caused by incidents with elderly passengers, resulting in me missing my connecting flight. Lufthansa provided me with a new ticket to fly to Bangalore with a minor delay. To make it to Chennai on time, I had to take a taxi from Bangalore, costing me $[redacted]. I am now seeking a refund for this expense. My details are as follows: First name: JOEKEEN THOMAS, Last name: NAIDU, Airline confirmation #: #QWDWUB, Ticket number: [redacted][redacted]. Any assistance in resolving this matter would be greatly appreciated. Thank you.
Reported by GetHuman-jthomasn on Wednesday, February 19, 2020 6:19 PM
Subject: Unpleasant Experience on Lufthansa Flight To Whom It May Concern, I am writing to express my disappointment regarding the recent flight I took with Lufthansa from Bombay to Vancouver on 20th February. The entire journey from Bombay to Frankfurt to Seattle to Vancouver was marred by a troubling incident with the onboard food service. During the flight from Frankfurt to Seattle, I found the quality and hygiene of the food served to be unacceptable. My fruit container arrived open with only a few pieces of melon, while my husband's container was intact. Additionally, the sandwich I received was soaked and inedible, leading to feelings of sickness and ultimately causing stomach cramps, nausea, and a subsequent fever upon arrival in Vancouver. I wish to bring this matter to your attention and request an investigation into the food quality on the flight. This experience not only affected my health but also impacted my husband, a senior citizen with existing health conditions, who refrained from complaining to avoid adding stress to the situation. I kindly request some form of compensation for the distress caused. I look forward to your prompt response and resolution to this matter. Thank you for your attention. Sincerely, Delnavaz Demehri
Reported by GetHuman-delnavaz on Wednesday, February 26, 2020 4:58 PM
Hello, I’m Donna W. I was traveling with Lorna C. and we unfortunately had to cancel our flights to and from Italy scheduled for March 1-8 due to the quarantine in Venice. Our flight numbers were LH/[redacted] from SFO to Frankfurt, Germany, connecting to LH/[redacted] to Venice, and the return flights were LH/[redacted] from Rome to Munich then LH/[redacted] from Munich back to SFO. We booked through Gate 1 Travel who refunded our land portion but not the airfare. Can assistance be provided to obtain a refund or travel credit for future use? Thank you for your support. I have experienced lengthy hold times exceeding 1 hour on multiple occasions.
Reported by GetHuman4406789 on Friday, February 28, 2020 4:01 PM
Dear Sir or Madam, Yesterday, my tour operator canceled my trip to Italy in April [redacted]. I arranged my own transportation and booked a flight with Lufthansa. I had emailed Lufthansa yesterday with the following message: "Dear Sir or Madam, Unfortunately, my tour operator has just canceled the trip I booked, so I need to cancel or change my flight with booking code XXXXXXX to Verona. Is this possible free of charge under the circumstances? I can provide proof of the tour cancellation by the operator if needed. Thank you in advance for your efforts and kind regards, Kerstin Heidbreder " Lufthansa replied today instructing me to contact their hotline by phone. I prefer to address my concern in writing as I believe I might have better success this way. Is there an alternative written contact method for Lufthansa? Thank you and kind regards, K. Heidbreder
Reported by GetHuman4419197 on Tuesday, March 3, 2020 12:05 PM
On 2/21/20, I traveled on your airline from Philadelphia to Germany and then Portugal. Due to knee problems, I upgraded my seats to Germany for myself and my husband, paying $[redacted]. My reservation code was [redacted], confirmation code UBCY89. During the flight, I couldn't use my tray or move freely because the passenger in front reclined his seat fully. I asked the flight attendant for help, but she mentioned it was the passenger's choice. We were forced to relocate to the back row. I kindly request a $[redacted] credit on my credit card for the inconvenience. Thank you for your assistance. Regina Genoese
Reported by GetHuman-reginage on Tuesday, March 3, 2020 4:15 PM
Hello, we are a group of four passengers who need assistance regarding our Lufthansa flight from Azerbaijan-Baku to Frankfurt, then Toronto on March 13, [redacted], with flight number UFV329. Unfortunately, due to the closure of the Iranian borders to Azerbaijan because of the Coronavirus situation, we are unable to make the journey. We are kindly asking for a credit towards a future flight as this is beyond our control. Our names are: Farshid Shabani Motlagh, Zahra Rabbani Shahrestani, Maneli Shabani Motlagh, and Melodi Shabani Motlagh. You can reach me via email at [redacted] and phone at 1 [redacted]. We appreciate your help in advance.
Reported by GetHuman4434767 on Saturday, March 7, 2020 3:37 PM
Subject: Refund Request for Cancelled Flight Dear Lufthansa, I am writing to inform you of my recent experience with booking a flight through Gotogate. On August 19, [redacted], I purchased a round trip ticket from Tel Aviv to Santiago de Chile. The payment was processed using my Visa Israel, with the total amount paid for the ticket. Due to the ongoing Covid-19 situation, Lufthansa had to cancel flights to and from Tel Aviv. Despite the cancellation, I have not received any communication from Lufthansa regarding alternative travel options. I contacted Gotogate via email seeking a resolution but have not received a response. In light of this, I followed Gotogate's advice to cancel my flight. However, I was surprised to find out that the refund process was unclear to the Gotogate executive. I respectfully request a full refund of the payment as soon as possible, as I had to purchase another ticket to Santiago de Chile at a higher cost. I believe that as a passenger, I should not bear the responsibility for the situation caused by the airline's cancellation. I would appreciate it if you could confirm the receipt of this email and initiate the refund process promptly. Sincerely, B. B.
Reported by GetHuman4437970 on Sunday, March 8, 2020 7:57 PM

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