Lufthansa Customer Service Issues

Our booking number is SMT7D9 (Dibden) scheduled for departure on the 4th of April. Your website states that rebooking regulations apply to tickets purchased up to the 31st of March. Are we still able to change or rebook this flight given our circumstances? It seems likely that the lockdown will continue beyond this date and our destination, Mexico, is also facing closures similar to Europe. Could you please inform us if the rebooking deadline will be extended? Concerns also arise regarding the amount spent on the flight; if we choose a cheaper destination due to restrictions, would we receive a refund for the price difference? Thank you for your assistance. Sincerely, Sandrine D.

I am inquiring about the purchase of two airline tickets from Miami to Rome and back due to the impact of the coronavirus outbreak. My wife (B.) and I were scheduled to depart on July 9, [redacted], and return on July 22, [redacted], to join a Royal Caribbean cruise of Greece. Given the severity of the COVID-19 situation in Italy and our age (both 75 years old), placing us in the high-risk category, I am seeking a cancellation and refund due to these extraordinary circumstances. Also, due to our age, Royal Caribbean has restricted us from cruising with them. Your assistance in this matter would be greatly appreciated. Thank you. Louis S. at [redacted] Ashlee Branch Way, St. Johns, FL [redacted]. Contact me at [redacted].

Reservation WLQIDW - Dear Sir/Madam: I am from Argentina and had planned a trip to Frankfurt - WJUT4W, which I have already rescheduled. Due to a family gathering, I needed to spend 2 days in London on a specific date. Because of the epidemic that is affecting us, I tried to cancel this reservation as it didn't make sense for another date. Previously, without my knowledge, I was informed of a change in one of the flights' dates, which was later canceled entirely, making it impossible for me to access the website. Buenos Aires didn't address my issue, and calls to Spain were very costly due to long waits for assistance because of the language barrier. Until today, I couldn't find a way to contact you. The reservation is non-refundable, but I kindly request an exception and assistance with a refund of EUR [redacted] for that ticket to offset the U$ [redacted] rescheduling fee. At 76 years old, my wife and I were planning what might be our last trip. I apologize for any inconvenience, please do what you can and take good care of your health. Sincerely, Julio Campot - [redacted] Apologies once again and best regards, JULIO CAMPOT

I am reaching out here as it seems to be my only option due to difficulties in contacting you. The online rescheduling process for flights has been extremely challenging, and I've been unable to modify my booking over the past two weeks due to travel bans affecting flights from the United States and Nigeria. As these bans are ongoing, I appreciate your offer to allow me to postpone my travel plans. Here are the details: - Lufthansa Booking Code: QRV8IS - Original Flight Date: 03/26/20 - New Travel Dates: Departure on 12/03/[redacted] and Return on 01/09/[redacted] - My Miles and More number: 9[redacted]-[redacted]-[redacted] - All other information from the original booking remains the same Please email me with the Lufthansa customer service contact. Thank you for your assistance.

I am reaching out through this medium since all other channels of communication have been blocked. The online rescheduling process for my flight has been frustrating due to the current flight bans affecting my travel plans. In light of the circumstances, I accept the offer to postpone and rebook my flight accordingly. Lufthansa Booking Code: QRV8IS Original Flight Date: 03/26/20 New Travel Dates: Departure = 12/03/[redacted]; Return = 01/09/[redacted] My Miles and More #: 9[redacted]-[redacted]-[redacted] All other details from the original booking remain unchanged. Thank you for your cooperation.

We made a flight reservation for a trip to Italy departing on March 31 through your company. Due to the COVID-19 situation, we are unable to proceed with the trip. Despite numerous attempts to request a refund via phone and email, we have not received any response. The lack of communication is incredibly frustrating, and we feel like our $[redacted] is being unjustly withheld. This experience has left us feeling disappointed and angry. We regret having to deal with a company that appears unresponsive and unhelpful. Moving forward, we have decided not to choose Lufthansa for future travel, and we will share our negative experience with others. Our booking number is [redacted]3. - J and D Martinez

I had flights booked from London Heathrow to Cape Town departing on March 31st, returning on April 20th. I received an email on March 19th about a flight change, moving my London to Cape Town flight to March 28th but with no onward connection as originally planned. I am unable to reach customer service with booking reference UFYNXS. I am questioning if Lufthansa will provide accommodation in Frankfurt since my onward flight to Cape Town was canceled by Lufthansa. Alternatively, I inquire about a full refund due to the changes made by Lufthansa to my original booking. Although my original ticket indicates no refunds for cancellations, I did not cancel my flight. In the past, Lufthansa has fully refunded me when they changed my flight dates, but contacting customer service is currently challenging. Best regards, Johanna L. and George F. L.

Good evening Lufthansa, I am reaching out regarding my rebooking issue. I attempted to rebook my ticket due to Covid-19, and the system originally showed a refund of CAD $[redacted], but it ended up charging my husband's credit card $[redacted].52 instead of mine. The ticket was purchased using my credit card, and it is confusing why this occurred. I received conflicting messages, including an initial error notification then an email confirming the ticket with the incorrect charges. I am requesting a full refund for this error, as it feels like a misleading situation. I would appreciate either traveling on the same date without extra charges or a complete refund. Please respond promptly. Thank you for your assistance. Regards.

Dear Christina, Thank you for getting in touch with me. I intended to contact Lufthansa about my ticket. As a university professor of Italian, I organize annual trips to Italy. This summer, I had organized a trip to Sicily with a group of 34 individuals. Many of them were scheduled to be on the same Lufthansa flight from Chicago to Catania on June 22, [redacted], with the return journey from Milan to Chicago on July 26, [redacted]. Due to the impact of the Coronavirus, we had to postpone our travel plans. I'm seeking a refund or credit for the same flights but for July 25, [redacted], for next year's trip. I am a frequent Lufthansa traveler, and I am hopeful that you can help me with this request. It is likely that the other passengers on the same flights will also be seeking similar assistance. Looking forward to your prompt response. Thank you, Dr. Daniela Cavallero

Due to the impact of the coronavirus, I am facing a significant financial loss due to multiple flight cancellations and changes. Initially, my return flight with Lufthansa was canceled, leading to rebooking on United Airlines via Newark. However, this flight and subsequent connections were also canceled, resulting in additional expenses and inconvenience. I am seeking reimbursement for the premium seat upgrades and additional costs incurred, totaling approximately US$[redacted]. Your prompt investigation and confirmation of the refund are greatly appreciated. Please see the attached details for reference, including booking codes and confirmation emails from the airlines involved. I can be reached at [redacted] or [redacted] for further communication. Thank you for your attention to this matter. Sincerely, Hymie Rimer

Madam, Sirs, I was supposed to travel from Marseille to Bangkok via Frankfurt on March 20 and return on May 14, [redacted]. Following the lockdown announced on March 16 by President Mr. Macron, and due to the cancellation of the Marseille to Frankfurt flight, I contacted a Lufthansa service in French. A person with a strong African accent suggested I cancel, assuring me I would be refunded, even though I mentioned my ticket was non-refundable. He insisted that due to COVID-19, I would be reimbursed. Since then, I have not received any refund or notification of a credit to reschedule my trip. When I enter my name and booking code, it simply states "canceled trip." I am not responsible for this unforeseen event, and I cannot understand why there is no resolution to this issue. If you have an explanation, please share. Sincerely, Initials

Good morning, Ms. BLANCO PEREZ Whitnney D., a Venezuelan national residing in Florence, Italy, currently in Barcelona, Spain. After seeking directions from the Italian Consulate General in Barcelona, Ms. Blanco Perez arrived at Barcelona airport on April 24, [redacted], to return to Italy with a Lufthansa flight. The following flight route was Barcelona to Frankfurt, then Frankfurt to Rome. MS. BLANCO PEREZ WAS NOT ALLOWED TO BOARD BECAUSE LUFTHANSA STAFF DENIED BOARDING DUE TO LACK OF A VISA FOR GERMANY. Her flight has now been rescheduled for April 28, [redacted], with the same itinerary with Lufthansa. What type of visa does Ms. Blanco Perez need? Is it necessary for her to have a visa for Germany to transit through Frankfurt and continue to Rome? What steps should be taken? Thank you. Regards, Zaffiro Service Center Florence, Italy

I recently sent an email regarding my flight cancellation and subsequent refund request. I received a reply with a reference number (Feedback ID [redacted]1) instructing me to contact the Service Centre. The Service Centre acknowledged my refund eligibility but directed me back to Expedia. Expedia, in turn, advised that Lufthansa is responsible for the refund due to my payment method. I am stuck in a loop and seeking assistance to resolve this matter efficiently. Thank you.

Hello, The flight I was supposed to take to Bristol was canceled. My ticket type does not allow for a refund. I am told that I need to rebook by August 31, even though I was supposed to attend an English course in England which has also been canceled. I only travel for courses, and I don't even know the dates for next year; how will the situation evolve? As an airline company, even if you lose a significant amount of revenue, I find it shameful not to refund when you cancel the flight and my course is canceled. I will attach the course enrollment and cancellation if you wish. I don't even know the dates for the upcoming courses until April and how the pandemic will evolve. I also traveled with you last year and everything went well. I hope you understand that for courses, rebooking a flight now is impossible, so I hope you will understand and make an effort to refund. Thank you in advance, and I hope you are a good company that understands my distress, as I understand yours. Have a good day. J.

Dear Sir, I bought a ticket in December [redacted] to fly from Italy to Munich in July. Due to COVID-19 regulations requiring incoming passengers to quarantine for 14 days in Germany, my trip has become impractical. Furthermore, the Bayreth Festspiele event, which was the reason for my journey, has been canceled because of the pandemic. I plan to attend the [redacted] Festspiele in Bayreuth and would like to request a free voucher to be used for the rescheduled show. Since the date is yet unknown and will be fixed later in the year, I understand the need to apply the voucher when purchasing the new Bayreuth ticket. I have learned from your website that this option is available but seek clarification on the procedures. I appreciate your assistance in resolving this issue. Thank you for your attention, Regards, Gennaro Candela

To: Mr. Carsten Spohr and Board Members, Dear Gentlemen, Upon reading your recent newsletter, I feel compelled to express my concerns regarding Lufthansa's behavior, particularly towards Brussels Airlines. The acquisition of Brussels Airlines at a devalued price is understandable; however, the subsequent management has been lacking, especially evident in the losses incurred with Eurowings. As customers, we should not bear the brunt of the company's financial missteps. A reputable company would offer long-term plans with assurances, which seem to be lacking in Lufthansa's approach. My recent A380 flight with Lufthansa will sadly be my last. Having worked for a German company myself, I must say Lufthansa's ethics and management leave much to be desired. Best regards, Jacques Morelle Chemin du Tilleul, 10 B-[redacted] Lasne, Belgium Email: [redacted] Tel: +32 2 [redacted].34.32 Mobile: +32 [redacted] 50.87.74

I rescheduled my flight with the booking code Q6MWEF, which was canceled due to the coronavirus, through a Lufthansa customer service representative on May 17, [redacted]. However, I have not yet received the new booking code or a copy of the itinerary. The rebooked flight is set to leave from LAX with a layover in Newark, NJ, and then a direct flight to Frankfurt, DE. The return flight, LH [redacted], is scheduled to depart from Frankfurt at 14:00.

Dear Despegar/Lufthansa, Due to the lack of reliable information from your company and Lufthansa, and considering that my trip is scheduled to start on 5/24, and based on the rights outlined in the article published recently under the title "Article 63 of the Consumer Defense Law amended by the Civil and Commercial Code. The end of airlines' privilege" by the specialist Dr. Juan Agustín Brusa (*), I request that you inform me within 48 business hours via reliable means about the resolution of the issue arising from the airline's non-compliance. Otherwise, I will take steps to initiate mediation at COPREC to protect my consumer rights. You are hereby informed. (*) Full article attached.

Covid-19 Concerns Hello, on May 15th, I booked a flight from Zurich to Madrid with booking code NUMTVE.... The next day, the Spanish president, Sanchez, issued a decree due to Covid-19, stating that anyone landing in Madrid would have to quarantine for 14 days, which is impossible for me due to work reasons. I can't afford to lose my job! From the 16th until this morning, I have been trying to reach your customer service helpline with no luck. I have been calling repeatedly day and night to try to cancel my flight or possibly get a voucher to avoid losing my [redacted] euros, considering that I will still have to travel to Madrid when the situation is resolved. I would like to know how to resolve this situation since I was unable to reach you by phone, and the quarantine, as per Sanchez's decision, is not my fault. I hope to receive a response as soon as possible. Best regards, Terens Cavedo

To the responsible person in the Customer Service department of Lufthansa: Hello, My name is Yolanda Olea Rubio, and I would like to file a complaint regarding the failure to provide a service that was booked through an operator with your airline. Reservation number: L3BGXV Due to the impossibility of receiving the contracted services, which were canceled as informed by your airline via email (CCS-[redacted]) in response to the state of emergency decree that was in place at that time and is still ongoing, I request my right to a full refund of the service booked, as indicated in the Official State Gazette (BOE) of April 22, [redacted], page [redacted], Article 36-1. In Guadalajara, Spain, on May 20, [redacted].