Lufthansa Customer Service Issues

Hello, I am reaching out regarding a travel incident that occurred on 30/7/19. I flew from Birmingham to Larnaca with a layover in Frankfurt on flight LH957. Unfortunately, due to the delay of the initial flight from Birmingham, I missed my connecting flight to Larnaca as it had already departed upon our arrival. I was accommodated in a hotel overnight and flew out the next morning, 31/7/19, on flight LH0094 through Munich to Larnaca. I am currently in the process of filing a claim with my travel insurance. To support my claim, they are requesting an email from the airline detailing the circumstances of the missed connection. Would it be possible for you to provide me with an email stating the delay at Frankfurt which led to the missed connection to Larnaca? Thank you for your assistance.

I purchased 2 tickets ([redacted] and [redacted]) for a flight with STP Airways and Lufthansa from São Tomé to Johannesburg, transiting through Lisbon and Frankfurt. As South African citizens traveling on Diplomatic passports, I am unable to transit back through Lisbon due to COVID regulations. Lufthansa in Johannesburg agreed to postpone our booking until 31 May [redacted], allowing us to rebook for a direct route from São Tomé to Johannesburg. Despite their assurance, I have not yet received a confirmation. When I called again, another agent mentioned they cannot provide confirmations due to system limitations and suggested I contact customer relations for help. I would appreciate any assistance. Regards, A. Meiring

I traveled with my 6-year-old daughter from Addis Ababa to Edinburgh via Frankfurt on May 1st. Upon arriving in Frankfurt, we were scheduled on LH962 to Edinburgh. Unfortunately, the Lufthansa staff was not familiar with the UK COVID regulations for travelers from red-list countries, like Ethiopia. Despite having booked hotel quarantine in Edinburgh and having all the necessary documents, they refused to let us board the flight. Despite explaining the regulations, we were directed to go away without proper assistance. We were then obliged to take a flight to London, change our hotel quarantine location and go through additional hassle at Heathrow before reaching our current hotel quarantine in London. This whole situation was taxing, especially for my exhausted and upset daughter after the long journey. I'm currently in London due to Lufthansa's error, and I'm seeking their assistance in covering the costs of a taxi to Heathrow and a flight from Heathrow to Edinburgh, along with baggage fees. The Lufthansa staff was unsympathetic, misinformed about the destination, and ineffective in handling our situation properly. I hope Lufthansa honors their commitment and covers our onward travel expenses to Edinburgh. Thank you, Dr. Chris MacLullich Flight numbers: [redacted]

I made a flight reservation online with seat selection. The booking reference is LEOQIP, and the electronic ticket number is [redacted][redacted]. Initially, the seats were not assigned to the ticket, so I had to rebook them. However, upon checking my bank statement, I noticed that I was charged twice for the same seats. The flight cost $[redacted].82 with the seats, and there were two additional charges of $54.68 each for the same seats, all processed on April 29, [redacted]. I can provide a copy of the bank statement if necessary.

I have E-ticket number [redacted]656C2 from Mirus Dove Travel & Tours Ltd for a trip from Toronto to Frankfurt to Abuja on May 10, [redacted]. Due to the extended travel ban by Canada and the ongoing uncertainties related to Covid-19, I have decided to cancel my trip to Nigeria. My Pension Fund Administrator now allows me to do my biometrics online, eliminating the need for this travel. However, the travel agent mentioned that Lufthansa does not typically allow cancellations or refunds, except in cases of death. They suggested paying a fee to shift the ticket. Despite my relative's visit to a Lufthansa office in Abuja, I was informed that refunds are not possible as the ticket was not purchased directly from them. After reviewing Lufthansa's policies, I noticed that tickets can be refunded by either Lufthansa or its approved agents. Considering my situation, where the payment was made directly to Lufthansa, I seek guidance on the best way to proceed. Any advice would be greatly appreciated.

I reached out to customer service regarding the required test for traveling to Egypt via Frankfurt. They mentioned an Antigen test was needed, which we promptly scheduled and paid $[redacted] for. Additionally, due to Elizabeth's health condition, we paid [redacted] Euros for oxygen on the flight. Unfortunately, upon arrival, it was discovered that Egypt required a PCR test, causing Elizabeth to miss the flight and incur additional costs. Despite assurances from the airline staff, we had to pay another [redacted] Euros for oxygen on the next flight. I called the medical center in Frankfurt, who confirmed the need for a second payment. We believe Lufthansa should reimburse us the [redacted] Euros and $[redacted] for the unnecessary test, as the misinformation led to missed flights and extra expenses.

I have been seeking a refund for my airline tickets since July of last year. Despite contacting your support line over 20 times, I have not received the refund promised to me. Today, I was informed once again that the refund team was unavailable and would contact me later. This has been a recurring situation, where promises are made but not kept. Details of the tickets are as follows: Passengers: Karen Bruso TKT [redacted][redacted] James Bruso TKT [redacted][redacted] 2 tickets at $[redacted].63 each, totaling $[redacted].26 I have interacted with various agents at [redacted] starting on July 27, [redacted], and most recently with Cheryl today. Despite speaking to several agents, including Cheryl, Allen, Sasha, Jack, Marvin, Sam, Alister, Donica, and Justin Jones, I have yet to receive the refund promised. I am reaching out one final time before considering legal action. Your customer service team has failed in handling refund requests, and the lack of transparency is disappointing. I have been patient, as have many others, but the situation needs to be resolved promptly. Please assist me in expediting my refund. I appreciate your attention to this matter. Thank you, Karen Bruso

Subject: Assistance Needed with Refund for Cancelled Flight Regarding my flight cancellation due to COVID-19, I am still waiting for a refund from Lufthansa. The full refund was approved in October [redacted], but despite assurances, I haven't received the $[redacted].74 refund yet. Each time I contact Lufthansa customer service, I am told my case needs to be escalated, but no progress is made. Despite multiple promises of updates and emails, I have not received any communication regarding my refund status. I have even reached out to Lufthansa Customer Relations via email, but the responses I received did little to resolve my issue. Any assistance in expediting my refund would be greatly appreciated. Thank you for your help. Sincerely, Gennadiy

Re: Ticket No.: [redacted][redacted]. Our son, L., couldn't take his trip due to Covid last year. It was part of a family trip, and his one-way ticket wasn't refunded like the rest due to the uncertain return date for his job. The travel agency gave a voucher since Lufthansa wouldn't refund for an operational flight. Now, the voucher expires this month, and we can't plan a trip this year due to Covid restrictions. Is there a way to extend the voucher to [redacted]? Thank you.

I am having trouble locating my booking code. I had it printed out before making my reservation, but now it's lost. I can't find my ticket numbers for myself and my twin, and I am unable to log in to my account. Could you please resend my booking code to my email? ([redacted]). Furthermore, I need assistance with a change made to my ticket as the overlapping flight times are causing issues. The current schedule states I'm departing at 12:10, arriving at my second destination at 15:15, then departing again at 9:50, and arriving at my final destination at 13:15 on the same day. These times are conflicting, and I need clarification on the revised itinerary.

I had a flight from Cairo International Airport to LAX on May 19th with a Frankfurt transit for 5 hours. My booking code is VJ4U64. I had two checked bags, "LH [redacted] & LH [redacted]." My flight was modified multiple times, resulting in a longer layover in Frankfurt. Upon arrival at LAX, I was informed that one of my bags was missing with no clear explanation of its whereabouts. I was told it might take up to a week for it to be delivered. This missing bag contains all my essentials, including necessary medication for my ongoing treatments. This situation has caused significant inconvenience and financial burden as I had to purchase replacement clothes and essential items. I am seeking information on the current location of my missing bag, the reason for its delay, the expected delivery time, and any compensation for the inconvenience caused. The missing bag reference is LH [redacted].

Subject: Issue with Lufthansa Booking LD955L Hello, I am experiencing problems with my booking on Lufthansa. Attached is a summary of my booking LD955L for a roundtrip from CDG to KOS with a stopover in Munich, departing on July 21st, [redacted], and returning on July 31st, [redacted]. On May 19th, I received an email regarding changes to my flights. The departure flight LH2229 from Charles de Gaulle to Munich was moved up by 3 hours. Additionally, the return flight LH [redacted] from Munich to Charles de Gaulle was canceled and substituted with flight LH [redacted] departing from Munich at 11:10 am on July 31st. The issue arises as my return flights are now overlapping: - KOS to Munich: 10:55 am - 12:50 pm - Munich to Paris CDG: 11:10 am - 12:45 pm Since receiving this email, I have been unable to access my booking. Clicking on "show booking" indicates that my booking was canceled. I have not received any emails regarding cancellation or refund. I am confused about the status of my booking and flights. I kindly request clarification on the situation and potential solutions given the impossibility of my return flight due to the cancellation. Attached are a copy of the email I received on May 19th and a summary of my original booking. Thank you, Best regards, Jeanne Laffay

Hello, My name is Alexandra Oberhofer, and I have been waiting since May 11th for a response regarding my return flight from Cancun to Berlin. When will I finally receive a response from you? It's urgent as I need to rebook my return flight and I reported the issue on May 11th. My friend Leandra Mona Haupt was able to rebook her flight and is flying in early June. It's not possible for me to fly on that date, so I requested a separate rebooking. What should I do now? How can I rebook the return flight separately? I have been unable to reach anyone on the phone hotline, and I have only received the email response below so far. What kind of customer service is this? I really need your assistance now and would greatly appreciate a response. Thank you and best regards, Alexandra Oberhofer --- Original email: Hello, I have been trying to reach the customer hotline for hours, but the waiting queues are endless and eventually get disconnected. How can I speak with a customer representative? In March, we booked a flight from Berlin to Cancun (31.3.[redacted]) with a return flight from Cancun to Frankfurt to Berlin on May 4th, [redacted], LH51, through Bravofly. Booking reference: LWHJ3W On April 13th, we received an email stating that the return flight was canceled, and we could only request a refund, with no option for rebooking, etc., as seen in the attached screenshot. Then, on May 3rd, we unexpectedly received a check-in request from Lufthansa. When we called, we were told there was a misunderstanding, and the flight hadn't been canceled. However, it was not feasible for us to travel to Cancun within half a day to catch the flight. Lufthansa informed us over the phone that we would receive a voucher for a new booking. Bravofly, on the other hand, once again today, stated that the only option was a refund. My question now is: Will we be refunded the flight costs or receive a voucher for a return flight? How can I speak with someone to finally resolve this dilemma? I seek your support and thank you for a prompt response. Best regards, Alexandra Oberhofer Leandra Mona Haupt

Dear Sir/Madam, I recently contacted your customer service support and spoke with William regarding my flight scheduled for June 1st. My booking code is Nq67bf and ticket number is [redacted][redacted] under the name Nikytha Oloughlin-Russell. I was shocked to hear that my flight was cancelled, and only a partial refund of £[redacted] out of the £[redacted] ticket cost was issued to my account. I received an email about a flight time change, allowing me to modify the dates by May 31st. However, as I did not receive any confirmation email and noticed the flight disappeared online, I was unaware of the cancellation until today. I called to reschedule for June [redacted] due to uncertainties related to Covid and travel regulations but was informed my ticket had been cancelled without my knowledge. I discovered the insufficient refund on my mother's credit card, compelling me to reach out to resolve this issue promptly for my upcoming trip to Thailand. Thank you for your prompt attention to this matter. Best regards, Nikytha Oloughlin-Russell

I wanted to share some details about the current travel restrictions in the United Kingdom. Presently, only essential travel is permitted within the country. International travel from England is only allowed for legally permitted reasons as outlined on the government's website. It's crucial to fill out a travel declaration form and have it handy along with any supporting documentation for your trip. Failure to produce a completed form at the departure port for international travel is unlawful. Exemptions exist for certain job-related travels. Remember, without a valid reason for travel, you could face a fixed penalty notice and be instructed to return home. It appears the form link provided is not working at the moment.

Dear Lufthansa Customer Care, I am contacting you regarding an unused flight ticket with Ticket Number WD5SCZ for a flight from Zagreb to Abuja, Nigeria on 06.05.[redacted] with Confirmation Number [redacted][redacted]. Unfortunately, I had to cancel due to testing positive for Covid-19. I was assured by a Lufthansa specialist that a refund would be processed within 10 days, but only 180EURO was refunded to my Visa card. Despite my attempts to reach out, I was informed that the ticket is non-refundable, which is disheartening given the circumstances of my Covid-19 diagnosis. I am disappointed by this outcome and expected better understanding from Lufthansa, considering the situation. I hope to hear from you soon to address this matter. Regards, M.U. Alozieuwa +[redacted] 99 [redacted]

I am reaching out to share the challenging situation I am facing regarding my family's travel plans to Istanbul, Turkey. I had booked 6 tickets for my wife and children through Lufthansa's website in June. Unfortunately, 3 of my kids tested positive for COVID-19, prompting me to seek assistance in rebooking. Despite the airline's flexible booking policy due to the pandemic, the customer service agents I contacted were unhelpful and demanded an additional $4,[redacted] for the changes, which I find unjustified given the circumstances. I am disappointed by the lack of understanding and support during this difficult time. I hope someone can assist me in resolving this issue without incurring significant financial losses due to unforeseen circumstances.

Hello, My name is Jelena Kursova, and I recently made a flight booking with your airline through FlySiesta. Below are the flight details: Reservation number: KDN5I6 Ticket number: [redacted][redacted] On 23.06.21, I have a flight from Riga to Lisbon with a connecting flight in Munich. On 27.06.21, I will return from Lisbon to Riga with a connecting flight in Frankfurt. I will be traveling with two children, Jekaterina Kursova and Marija Kursova. I encountered an issue as I booked the ticket under the name "Isacenoka" due to a recent divorce. My last name is now officially "Kursova" as per a court decision. I kindly request to update the last name on the ticket to Kursova while keeping the personal code the same. My children have the last name Kursova on their tickets. I have attached the official document regarding the name change, confirming the transition from Jelena Isacenoka to Jelena Kursova. I would greatly appreciate your assistance in resolving this matter promptly, considering I am traveling with children. Additionally, if changing the last name on the ticket is not possible, I would like to explore alternative solutions. Your timely response would be highly appreciated. Thank you for your attention to this matter. Warm regards, Jelena Kursova

Dear Customer Support, My name is Bakhit A., and my booking number is RR947U with ticket number [redacted][redacted]. I have a flight scheduled for June 12 from Astana (Nursultan) to Washington DC with a luggage allowance of one piece weighing 23 kg at no extra charge. I have some inquiries: 1. How much will it cost to add an extra piece of luggage weighing 23 kg? Can I pay for it at the airport? Do I need approval for the additional luggage, and how can I obtain it? Or 2. If I bring just one piece of luggage weighing up to 32 kg, how much will the excess weight cost? What are the steps to obtain approval, and can I pay for the overweight luggage at the airport? I have been attempting to contact Lufthansa service centers in Almaty and Astana for the last four days, but with no success. The phone lines were busy, and no one answered. I also tried the chat service, but only received Kazakhstan contact numbers that I couldn't reach. An email to [redacted] bounced back as nonexistent. I would greatly appreciate your help in resolving my concerns. Thank you in advance, and I look forward to your prompt response.

My name is Bakhit A. My booking number is RR947U, and my ticket number is [redacted][redacted]. I am scheduled to fly from Astana (Nursultan) to Washington DC on June 12. The ticket includes one piece of luggage weighing 23 kg at no extra cost. I have two queries: 1. If I bring an additional 23 kg luggage, what would be the cost, can I pay for it at the airport, how do I get the allowance, and what is the process? Or 2. Can I carry one 32 kg luggage, what is the cost, how do I get the allowance, and can I pay for the excess at the airport? For the past four days, I have been attempting to contact Lufthansa service center in Almaty without success. Calls to the numbers on the website and airport representatives were unanswered or busy, as were my attempts through the chat box. Emails to [redacted] bounced back. I kindly seek your help in resolving these luggage queries. Thank you for your prompt response.