To whom it may concern,**I am writing this letter to you to outline the horrible experi...

GetHuman6117893's customer service issue with Lufthansa from May 2021

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The issue in GetHuman6117893's own words
To whom it may concern,**I am writing this letter to you to outline the horrible experience which I had to endure on (enter date of flight) with Lufthansa, for my flight from Belgrade to Miami for business meetings. **I have been a loyal customer to your airline for over ** years, from the very first flight I took as a small child emigrating to Canada from Serbia, and this last experience stands out as easily the worst one I have had. **Indeed, I travel with Lufthansa every year, and get excited when I see available flights from you in my price range, but I really did believe Lufthansa offers exceptional service which I have become accustomed to over the years. **I am a regular traveler whose annual flight budget is $**,***-$**,*** USD per year for my team and I and am quite shocked at what I experienced during my attempted trip to Miami this month. **Firstly, I was not allowed to board my initial flight by Lufthansa, due to no fault of my own and I am seeking full refund for this flight for obvious reasons. **I was faced with confusing and conflicting information prior to my flight even during my booking. There is a pop-up window which states “flights from these countries are not allowed.” Please bear in mind that my connecting Frankfurt flight was listed here as not allowed to fly from to USA, but my booking was accepted regardless. However directly below that paragraph, was a section citing flying exemptions from Serbia which I was flying from and other countries.**It was unclear that a connecting flight from Frankfurt would also not be allowed, so I went forward and booked that flight with the minimal information I was given. Indeed, it appeared based on what I was presented with at the time of online booking, that I was able to fly from Serbia to Miami and there was no clarity on connecting flights being an issue. **Your group processed my flight, took my payment, AND you let me board in Serbia to Frankfurt. **Once I was refused boarding by Lufthansa in Frankfurt, the agent sent me to the other side of the airport to a Lufthansa service desk that wasn’t open as of yet. This caused me to miss my flight before I could make any effort to get myself on it. When I did finally locate the service desk for Lufthansa I had to wait over two hours to speak to someone. **Here are my key takeaways from speaking with your agent at the Frankfurt airport Lufthansa service desk:** *. The female representative stated and agreed with me that it was a very vague and confusing disclaimer which Lufthansa provided, and that I am certainly not the first to be confused by it.** *. She then advised me that Lufthansa was in clear violation of its own charter of flight and regulations. I am not sure what the charter was but recall that it was a “JAT charter” which I believe she referred to it as. The representative was very clear and I asked her to make a note of her statement in the system: I should not have been allowed to board my Belgrade - Frankfurt flight in the FIRST place, so that onus falls on Lufthansa. ** *. She advised me that Lufthansa rules were under the impression that there was an exemption for connecting flights through Frankfurt, but then took the extra step to call the embassy and said this was not the case. **Overall, aside from the cost of the plane ticket I have over $*** in lost funds for hotel accommodations in Miami, PCR test for COVID, as well as my travel costs to*in Belgrade etc. I will have my lawyer review this whole debacle to determine if there is a small claims court case here for these indirect expenses which I was forced to incur, but I expect a full ***% refund issued to me for the entire $**** USD flight you billed me for.**I insist on this refund on the following basis:** *. Lufthansa did not provide clear rules and regulations for the booking restrictions, for which I have evidence for.** *. Lufthansa did not render the service you billed my credit card for, which was that the airline didn’t allow me to board my Miami flight, and this did not apply to other booked passengers.**Nick, ***.**.** **:*****. I had to return to Belgrade after your airline refused, which made me incur additional unplanned expenses.**I would also like to note that I am not the only passenger which had a terrible experience choosing to book with your airline. At one point while I was in line waiting, a young lady ran through crying with tears streaming down her face, as her dog was unwell. She was about to miss her flight because she was scared her dog would die in the air, and she was begging one of the Frankfurt service agents for help. We could all hear the situation and she was asking for a vet, but the rep just coldly looked at her with apparent disdain and said “No.” Then she said through her tears “Oh my gosh, what am I going to do as my dog could die and now I am missing my flight, can you please help me get to my flight at least” and he once again replied with “No”. She collapsed and asked if someone could at least help her with her bags because she had the dog crate and her bags and again, coldly, with ZERO humanity and without missing a beat the Lufthansa rep again just said “No” as if to say “No that’s your problem not mine.”**I was able to get this entire episode outlined above on video and have no words to describe what I and many of the passengers present felt seeing this take place. I kept a video log of this entire fiasco endured, including my exchange with the Lufthansa help desk, and it is important to note that I own a PR and digital marketing company, which has the ability to spread word internationally when needed. **As a transnational airline in this market which I and many of my clients use for their business travel, I am sure that Lufthansa does not want to be known for this kind of unacceptable conduct, regardless of us all dealing with the state of affairs caused by the pandemic. **As you and your colleagues are aware, from the start of this year with all the unrest and uniquely negative things that is going on the world, the public as a whole is watching everything with a close and analytical eye, and more importantly is taking video of everything in their daily lives. High level customer service has become the new standard for airlines when choosing who to give our hard-earned money to, and for good reason. **I appreciate the opportunity to bring this terrible experience I had to your attention, after choosing to book my business travel with your airline. I truly hope that you and your management team will review what happened to me with complete seriousness, and that it will be resolved amicable by me receiving the refunds as outlined above. **If I do not hear back from you within the next * business days, then I will assume that Lufthansa has no interest to offer their loyal customers the service which they have previously been known to provide, and I will be forced to look at other avenues of bringing light to what has transpired.**In hopes of a positive resolution,***Branko Dragan Jankovic *CEO*UN*T Group Inc.*Digital Shock******@***.com

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Lufthansa

Customer service issue
Reported by GetHuman6117893
May 27th, 2021 - 2 months ago
Not resolved
Seen by 1 customer so far
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