Lufthansa Customer Service Issues

I booked a flight with LH for March 31st, [redacted], with the final destination being Addis Ababa. Unfortunately, due to COVID-19, this flight was canceled. I rebooked another flight with LH from Vienna through München to Vancouver (YVR). I had flights with Ethiopian Airlines in between, which I was reimbursed for. These flights were within Ethiopia and on April 19th from Addis to Vienna. Despite being asked by my booking agent to be patient, no progress has been made regarding reimbursement. I trust LH as a reputable airline and expect a refund for the flights that did not take place. The trip to Ethiopia was special, planned for 11 individuals from Austria and 3 from Vancouver. We are still hopeful that we can take this trip when travel is possible again.

I have faced challenges reaching your agency's staff to rebook my canceled Lufthansa flight due to their unprofessional behavior. During my calls, I encountered prolonged wait times until finally speaking with an agent who seemed unwilling to assist and then abruptly ended the call. This experience contradicts the professionalism I once associated with Lufthansa. Providing a basic customer service reminder may benefit your staff: 1) Avoid disconnecting calls as it exacerbates issues. 2) Demonstrate attentiveness and strive to meet customer needs. 3) Refrain from hanging up on customers, reflecting poorly on the company's reputation. These simple etiquettes can greatly enhance the customer service experience, especially when customers show understanding and remain courteous during interactions. I find it perplexing how such simple gestures seem overlooked by your staff.

Subject: Refund Request for Cancelled Flight to Amman Dear Sir, I am writing to follow up on the cancellation of my Lufthansa flight to Amman (Jordan) scheduled for April 7th under booking code VQF9YX. As per your previous advice, I requested a refund for the total amount paid for the reservation back in April. To date, I have not received any updates from your company regarding my refund request. Both the service centers in France and Germany have been unable to provide any information on the matter. I kindly request that you please review my request for a refund and provide me with feedback along with a timeframe for processing. Thank you for your cooperation and prompt attention to this matter. Best regards, S.M. 7 rue du Chemin vert [redacted] Blois France Tel: +33 [redacted] [redacted] [redacted] Email: [redacted]

Booking Code: VQF9YX Feedback ID: [redacted]9 Dear Sir, I am following up on the cancellation of my flight to Amman, Jordan by Lufthansa scheduled for April 7th. I have requested a refund for the total amount paid for the reservation (refer to attached PDF document). Despite reaching out since April, I have not received any feedback from your company regarding my request. Both your service centers in France and Germany have been unable to provide any information on the matter. I kindly ask you to consider our refund request and provide us with a timeframe for your response. Thank you for your understanding, and I look forward to your prompt action. Subrata M. 7 Rue du Chemin Vert [redacted] Blois France Tel: +33 [redacted] [redacted] [redacted] Email: [redacted]

I urgently need a representative to contact me. I have been attempting to reach someone for the past three days regarding two recently cancelled flights by Lufthansa. I have invested numerous hours waiting on hold without success. I am extremely frustrated and will be sharing my negative experience if I do not receive a prompt call back. I refuse to wait on hold any longer and demand immediate attention to this matter. Lufthansa should have better managed the high volume of calls related to cancelled flights by either blocking off affected travel dates on their website or handling the situation differently to avoid inconveniencing customers. The current situation has left many dissatisfied and caused frustration among customers and staff alike. It has become a stressful ordeal that needs addressing urgently.

On January 16, [redacted], I booked two economy flights with Lufthansa from Toulouse to Cairo with a return on July 3 and 24, [redacted] through TIX.FR. Due to current circumstances in Egypt, I wanted to postpone the flight but was sent a confirmation email on June 6. Trying to contact TIX.FR has been difficult as responses are delayed, and resetting the password was unsuccessful. When I tried to find more information, I accidentally confirmed new tickets. These Lufthansa flights are operated by EGYPTAIR, and I need advice on how to handle changes with the premium service pack option. The sudden increase in layover time and short notice for decisions has been frustrating. Any suggestions would be appreciated as I navigate these concerning practices. Thank you for any assistance offered.

Subject: Refund Request for Flight [redacted][redacted] Dear Lufthansa Customer Service, I received notification on 5/30/20 regarding my family's flight from the U.S. to Croatia scheduled for departure on 6/20/20. As per DOT guidelines, I am formally requesting a full refund instead of a flight credit due to financial difficulties. Since I have been unemployed since February, we are facing financial hardship and require the refund amount of $7,[redacted].36 for the purchase of four tickets. Additionally, considering my husband's status as a high-risk individual due to a recent bout of pneumonia, we have decided to postpone our travel plans for the foreseeable future. Despite multiple attempts to contact Lufthansa, I have been unable to reach customer service. Your understanding and assistance in processing this refund promptly would be greatly appreciated. Sincerely, Paula K.

I have been trying to reach out to your customer service team for the past few days regarding my flight inquiry. I recently experienced a cancellation and a rescheduling of my itinerary, which now includes three stops. Two stops are confirmed, but the third has a "Status Schedule change" notice. My name is Marianna Dymkowska, and my booking code is MCAJZW. I am concerned about traveling to Poland due to Covid-19 restrictions. Is it possible for me to reschedule my flight for June 25th or a later date? I would appreciate your guidance on how to proceed. Thank you.

Dear Sir or Madam, I am writing to report that I left my iPad on flight LH [redacted] from Barcelona to Frankfurt on 5th June [redacted], seat 8D. Unfortunately, I was unable to return to retrieve it due to my connecting flight to Munich. I kindly request information on the retrieval process if the iPad has been found. Thank you for your assistance and attention in this matter. Email: [redacted] Phone: +39 [redacted] I look forward to hearing from you soon. Best regards, RB

Hello, I'm reaching out regarding my reservation for a trip from France to New Zealand under reservation number QGQMW9 for MOREAU PAUL. Due to the border closure, I had to change my reservation from March 15 to September 15. The company originally stated that modifications were not allowed, but I had to pay a fee of [redacted] euros to proceed with the change. I am concerned because it's likely that in September, the borders might still be closed, and I would need to make another date change at my own cost. I appreciate your understanding in this matter. Sincerely, Paul.

Subject: Delay in Refund for Cancelled Flights I need assistance with my cancelled flights in April [redacted]. It has been over a month, and I have not received my refund yet. I am struggling to get through to customer service and I am frustrated by the lack of communication. I urgently require the refunded amount due to financial constraints. Please prioritize the process and reimburse the amount at your earliest convenience. Thank you.

Hello, I am having trouble locating my reservation to verify my flights. Typically, I have a flight from Marseille to Munich, then to Athens, followed by a return flight from Athens to Munich and back to Marseille, all scheduled for next week as I need to retrieve my baggage. The reservation codes are REF: STHDW6 for the Marseille to Athens leg and PEQSBO for the Athens to Marseille leg. I am uncertain if these reservations are still valid. Thank you for your assistance. Best regards, Bibiana C.

My confirmed flight was unexpectedly canceled by the system. Despite not receiving official notification, after speaking with a representative, I was informed that due to a system error, I was not automatically rebooked for the same day at the original price. An alternative was available, albeit at double the cost. When requesting to speak with a supervisor, I was asked to call back. Upon attempting to reach a supervisor, the line was continually blocked. I am hoping to fly on the dates I selected (August 2-August 5) from Frankfurt to Toulouse for the initial fee paid of [redacted] euros since flights are confirmed to be available.

We had booked a flight with Fairboom from LAX to Cluj-Napoca, Romania for July 1st. However, shortly after booking, we were informed that the flight got canceled. Despite our attempts to reschedule with the agency, we were unsuccessful. They directed us to contact Lufthansa, and when we reached out to them on June 12th, they offered a rescheduled flight but not until August 1st. As we can't travel in July, we kindly request a refund for the amount charged on my credit card. The order number is O-2B[redacted], and the Airplane record locator is LJPWPS(LH). You can reach me at [redacted] or 1-[redacted]. Thank you.

I am Koshy Mathew from San Francisco. I bought a ticket for my friend, a Resident Alien of the USA, to travel from Bombay to San Francisco on June 12th returning on June 16th on flight LH [redacted]. However, she was unexpectedly denied boarding as she was told the flight only allowed US citizens, which was not specified anywhere by the airline. Despite her having all valid documents, she received no written explanation or assistance at the airport. My calls to customer service were frustrating, with long hold times and unhelpful responses. Finally, Mr. Reynaldo was patient but couldn't assist as there were no remarks regarding the denial in the booking. Lufthansa confirmed there were no restrictions for permanent residents. I refuse to pay any penalties and request a full refund for the inconvenience, time wasted, and financial loss caused by Lufthansa's unprofessionalism. Details of the booking: Passenger Name: N. Patel Ticket No. [redacted][redacted] Booking Code: OMUYUD Travel Date: June 16th Route: Bom/Sfo via Lufthansa.com. Hoping for a prompt resolution. Thank you, Koshy Mathew.

I commented earlier about my experience with Lufthansa Airline. I purchased a ticket on April 15, [redacted], to fly to Nigeria and return on May 6. Unfortunately, all flights were canceled due to the coronavirus. My flight reference is T61WOQ. I contacted MK Travel UK in Barking, IG11 8DH, at [redacted]5, to rebook after flights resumed. They informed me I needed to pay an additional £67.34 to have my ticket reissued, after already spending £[redacted] on the ticket. I believe customers affected by the pandemic should not have to incur extra charges for rebooking. I hope the company can address this issue promptly. Thank you.

Good evening, I booked two tickets for travel to the Philippines in August [redacted] back in January. Due to the ongoing concerns surrounding the corona virus, I would like to explore my options for canceling the trip without any fees or penalties. Our travel number is XYPGDA, and our reservation number is 20/[redacted]. The flights are from Bologna to Manila with departure on August 9th, [redacted], and return on August 25th, [redacted]. The passengers' names are Antonella Solange Peta and Filippo Franceschi. We are hoping to either get a refund or consider a free rebooking when the situation improves. Your assistance and understanding are greatly appreciated. Please advise on the available options. I look forward to your response. Best regards, Antonella Peta

Dear Customer Service, I am writing to inquire about the status of my refund request for the canceled flight from GVA to CAI and back. Expedia submitted the request to Lufthansa three months ago, and I was informed that the refund process began on April 11. However, I have recently been told that there has been no progress in processing my refund so far. I understand that there may be a high volume of refund requests due to the current situation, but I am concerned that my refund has not moved forward in the past three months. Could you please provide me with an update on the status of my refund claim and expedite the process? Below are the travel details for your reference: Itinerary: - Geneva (GVA) to Cairo (CAI) on April 2 at 4:50pm, Airline confirmation: QFJJAO (Lufthansa) - Cairo (CAI) to Geneva (GVA) on April 18 at 2:15am, Airline confirmation: QFJJAO (Lufthansa) Travelers: Berween Younes, Adam Mamo, Jad Mamo Thank you for your attention to this matter. Best regards, [Initials]

Dear Sir or Madam, First and foremost, I would like to express my dissatisfaction. I have been trying to reach you by phone at [redacted] and [redacted] for the past hour, and still, there has been no answer. I understand that you may have a high volume of calls, but over an hour of waiting is truly excessive. I kindly request a response regarding my canceled reservation for the Paris to Beijing flight on Saturday, July 11th, departing at 2:25 PM. My reservation number is K6UFVQ. I do not wish for a refund; instead, I would like to keep my reservation and be transferred to a future flight as it is urgent for me to return to Beijing. I trust in your professionalism and reliability to keep me informed about the booking of a new flight. Sincerely, Mr. YU Xuébin

Subject: Refund Request for Flight PVHJWN Paris BLL-Paris 17/04/[redacted] Hello, I am writing to address the cancellation of my flight due to COVID-19, with one leg of the journey being automatically canceled by Lufthansa. Despite assurances from your customer service over the phone that a refund would be issued, as of today, the 28th of June [redacted], the [redacted].03 Euros owed to me has not been refunded. This delay is highly disappointing. I kindly request the prompt processing of this refund. While [redacted].03 Euros may seem insignificant to your company, it holds immense value for me and my family given the current circumstances. I am hopeful that this matter can be resolved expeditiously. Thank you, Elcio R.