Lufthansa / Customer service Munich
I have always love flying with Lufthansa.
I appreciate the respect and treatment you give to us (the customers) in even difficult situations.
Anyway there are some odd situations that surprise me.
On Friday 17 October I had a bad and bitter experience with one of your staff, which left me very stressful and intimidated.
My flight was with Easy jet and arrived at MUC early.
I went on my volitions to customer service to make enquiry about a flight to Nigeria and the sort of mileage that will be awarded. After she gave me the information I thanked her.
Then, I remembered that my inward bound flight to MUC from LHR I was told that I have more than one air miles card number, and that I should sort it out.
Also that I mentioned to her I received a communication from Lufthansa that I needed 23000 miles to maintain my frequent flyer status. So I made further enquiry about the two issues.
My further enquiry resulted to a total negative attitude from your staff at Customer Services.
I gave her my card for the further enquiry and then she said the card has expired, but I have 149000 miles, and she said also, she has to order a new card for me. She made enquiry about my address and I told her, and she told the new card will be sent in two weeks.
She gave the card back to me.
One of her co-worker then asked me for the card, and said there is another system at the back office that will give her more information. Then she went for a long time not returning until I sent one her mate to get her. She now came back and went attend to another customer. I called out to her and requested my card.
She said the card has expired and she will not be returning the card back to me. Why? I asked.
She answered; she does not want me to use the lounge. I replied I have never used Lufhthansa Lounge I do not have the time. You can check if you like.
She said may be the card is not yours anyway. Then I was not happy with the statement she made. I asked what her to explain what she meant.
I demanded a complaint form. She said, she cannot give the
I asked for her name and her title. She declined as well.
I told her, you took the card from me when I do not have any other card to pick up my electronic tickets.
She said I can get my tickets without the card.
I said how? She said try and find out yourself.
I insisted that I need her name. By this time the Police have been called.
The two Policemen are just standing around, watching when to make their move. Their presence is already intimidating. My imagination ran wild for a moment. Dealing with policemen who does not speak English before the police could find an interpreter my weekend will be over.
Five minutes after the men inform arrived she decided to give me are name without a complaint form.
Her name is B.Gebert. She even snatched the pen from me when I asked her what is the B initial stand for.
This Event took place in TERMINAL2 OF Munich Airport (MUC) on Friday 19:45pm and 20:20pm
I am still without a card to pick up my booked tickets or book new tickets.
I will have to book new set of tickets from Mid November 2008 to Jan 2009 and Lufthansa Star Alliance might be missing out.
I am just an Ordinary British Black professional man. I enjoy flying with Star Alliance, also working in foreign country (Germany) and cannot speak German language.
Treatment like the above can only send out one message.
Regards with deepest regrets as a customer
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