- All
- Reviews only
- Complaints only
- Resolved
- Unresolved
- Replied by the business
- UnReplied
- With attachments
False advertising
Lufthansas information about the benefits of their "Miles and More" program is wrong. When it gets to a point where they would have to admit this, they just don't answer anymore. Any company that cares about its reputation would try to make it straight if a customer was deceived by their information. Not so Lufthansa or its "Star Alliance Partners". Obviously there is no government agency that regulates frequent flier programs so that Airlines can basically make any kind of promises without having to fear any consequences.
On one occasion I booked a flight with Singapore Airlines that took me over 40 hours because I believed that I would be able to uprade it with my Miles and More miles that were about to expire. Lufthansa explicitly states that Miles and More members are able to upgrade their Singapore Airlines bookings. After I booked the flight it was, sorry - the upgrade is not going through. When I contacted SIA I was told that their flights are not upgradable for Miles and More members, only if it was a Code share flight that was originally booked by Lufthansa. i even have this in writing. When I submitted a copy of their letter to Lufthansa their response was: "We are unable to comment this" A second letter that I submitted to Lufthansa asking them if they don't communicate with their partners has never been answered, that's why I am assuming that my assumption is true. It is very convenient for Lufthansa to say "we cannot tell you in advance if an upgrade is possible, go ahead and book the flight" They make customers believe that Star Alliance is like one big company but if there is any issue that involves two different Star Alliance "partners" then it is "we don't have any control over this, we don't know why you were told this, we don't know why this happened..."
On another occasion I was denied access to a United First Class lounge despite my First Class Lufthansa ticket. Lufthansas website clearly states "A First Class ticket holder has access to any (!) Star Alliance lounge" When I mentioned this to the lounge receptionist the answer was "we don't care about what Lufthansas website says". Again, when I contacted Lufthansa they preferred not to comment this and never answered.
Sarah,
I was happy to read that you are exposing Lufthansa - Great job ! Lufthansa used to be different, now they are only after the money and a happy customer does not mean anything to them anymore. Even when you travel First Class and pay close to $ 10, 000.- for a ticket they care a s**t about your loyalty (as long as you don't fly First Class with them every week...)
I could not believe it when they served "Fish and Chips" in First Class after i had paid so much money for my ticket. For me this was an insult. When I called their customer service their arrogant answer was "the menu is different on every flight..."
What is so ridiculous about the expiration of their miles is that the statement won't show when the miles expire, you would have to calculate it yourself: LH miles expire after 36 months but LH does not give you statements that go back 36 months. If you travel a lot your online statement might only show the last 4 months or less. For their programmers it would be a piece of cake to show the next miles that expire automatically and to give you a message like "Your next miles are going to expire on... together with the amount of miles" Even when I called them to send me something showing the expiration of my miles they were not able to send me a 36 month statement, they just gave me the information when the miles would expire over the phone. that means, you have to call them up all the time to find out: Why should they give you your 60, 000 miles back ? The expiration of your miles was intended, their system is set up that way and obviously it worked.
Almost every detail of the Miles and More program is deception: You think that you have "earned" a lot of miles but then when you want to use them you find out that they are useless because you can't get an upgrade (usually you can only get it when you paid the full fare price for your ticket) or you can't get the reward flight that you would like to book because "there are no seats available". Even when you are able to get an award flight, the taxes and fees that they charge you are almost as high as a cheap online ticket. When you receive your "Silver Frequent Traveller" card you believe that you are getting a bunch of privileges like for example "Free use of Star Alliance lounges" regardless of the ticket that you purchased. But then you click the "Lounge finder" on their website just to find out that you have access only to a few lounges, probably less than 10% of the airports that are listed. At most of the major airports like Los Angeles, San Francisco, Seoul, Singapore, Hongkong, etc., etc. you still need a Business or First Class ticket to get access to the Star Alliance lounges.
Mileage account wrongly suspended - 110,000 miles lost
I was a loyal Lufthansa Miles & More customer for over five years and had accumulated close to 110, 000 miles through flights and credit card points.
A few months ago, my wife, who has a totally separate account, tried selling her miles on Ebay as they were due to expire. She was unknowingly breaking the terms and conditions. The buyer, who wasn't happy to pay the amount of his winning bid, decided to report me to Lufthansa, who in turn suspended both mine and my wife's account. This action was taken without any verification of her activity or formal letter informing us of the suspension
I tried writing to Lufthansa, demanding an explanation for the SUDDEN closure of MY account, but they treated me like a thief and victimized me with baseless allegations - never answering my questions.
I have since got my lawyer to write them a letter threatening them with legal action, but they have totally ignored her letter. Since they are governed under German jurisdiction, there isn’t a lot more I can do. I am devastated as I planned to use these miles to go on a nice holiday abroad and feel that a HUGE injustice has been done.
Any ADVICE?
Miles & More means miles of a lot less...
Dear sir,
I refer to my travel dated 27th March 2019 from Brussels-zurich-mumbai, I regret to inform you that miles for above flight has not been credited to my account. I also tried to reclaim through app but it's not working. I request you to kindly do the needful at earliest.
Thank you,
yours faithfully,
Manish Shah
[protected]
Change to Chech airlines and their partners (or others). This is what I have done after similar unfair treatment and not responding to my complaints.
Overview of Miles and More complaint handling
-
Miles and More contacts
-
Miles and More phone numbers1300 655 7271300 655 727Click up if you have successfully reached Miles and More by calling 1300 655 727 phone number 9 9 users reported that they have successfully reached Miles and More by calling 1300 655 727 phone number Click up if you have UNsuccessfully reached Miles and More by calling 1300 655 727 phone number 5 5 users reported that they have UNsuccessfully reached Miles and More by calling 1300 655 727 phone number29%Confidence scoreAustralia+1 (800) 102-5838+1 (800) 102-5838Click up if you have successfully reached Miles and More by calling +1 (800) 102-5838 phone number 0 0 users reported that they have successfully reached Miles and More by calling +1 (800) 102-5838 phone number Click up if you have UNsuccessfully reached Miles and More by calling +1 (800) 102-5838 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +1 (800) 102-5838 phone numberIndia+1 (803) 852-6562+1 (803) 852-6562Click up if you have successfully reached Miles and More by calling +1 (803) 852-6562 phone number 0 0 users reported that they have successfully reached Miles and More by calling +1 (803) 852-6562 phone number Click up if you have UNsuccessfully reached Miles and More by calling +1 (803) 852-6562 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +1 (803) 852-6562 phone numberIndonesia1800 1110 22761800 1110 2276Click up if you have successfully reached Miles and More by calling 1800 1110 2276 phone number 0 0 users reported that they have successfully reached Miles and More by calling 1800 1110 2276 phone number Click up if you have UNsuccessfully reached Miles and More by calling 1800 1110 2276 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling 1800 1110 2276 phone numberPhilippines+49 692 0977 7777+49 692 0977 7777Click up if you have successfully reached Miles and More by calling +49 692 0977 7777 phone number 0 0 users reported that they have successfully reached Miles and More by calling +49 692 0977 7777 phone number Click up if you have UNsuccessfully reached Miles and More by calling +49 692 0977 7777 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +49 692 0977 7777 phone numberGermany+1 (800) 581-6400+1 (800) 581-6400Click up if you have successfully reached Miles and More by calling +1 (800) 581-6400 phone number 3 3 users reported that they have successfully reached Miles and More by calling +1 (800) 581-6400 phone number Click up if you have UNsuccessfully reached Miles and More by calling +1 (800) 581-6400 phone number 5 5 users reported that they have UNsuccessfully reached Miles and More by calling +1 (800) 581-6400 phone numberUnited States & Canada+44 371 945 9737+44 371 945 9737Click up if you have successfully reached Miles and More by calling +44 371 945 9737 phone number 0 0 users reported that they have successfully reached Miles and More by calling +44 371 945 9737 phone number Click up if you have UNsuccessfully reached Miles and More by calling +44 371 945 9737 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +44 371 945 9737 phone numberUnited Kingdom+353 15 264 400+353 15 264 400Click up if you have successfully reached Miles and More by calling +353 15 264 400 phone number 0 0 users reported that they have successfully reached Miles and More by calling +353 15 264 400 phone number Click up if you have UNsuccessfully reached Miles and More by calling +353 15 264 400 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +353 15 264 400 phone numberIreland+64 800 945 220+64 800 945 220Click up if you have successfully reached Miles and More by calling +64 800 945 220 phone number 0 0 users reported that they have successfully reached Miles and More by calling +64 800 945 220 phone number Click up if you have UNsuccessfully reached Miles and More by calling +64 800 945 220 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +64 800 945 220 phone numberNew Zealand+43 517 661 011+43 517 661 011Click up if you have successfully reached Miles and More by calling +43 517 661 011 phone number 0 0 users reported that they have successfully reached Miles and More by calling +43 517 661 011 phone number Click up if you have UNsuccessfully reached Miles and More by calling +43 517 661 011 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +43 517 661 011 phone numberAustria+32 90 251 600+32 90 251 600Click up if you have successfully reached Miles and More by calling +32 90 251 600 phone number 0 0 users reported that they have successfully reached Miles and More by calling +32 90 251 600 phone number Click up if you have UNsuccessfully reached Miles and More by calling +32 90 251 600 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +32 90 251 600 phone numberBelgium+45 33 377 353+45 33 377 353Click up if you have successfully reached Miles and More by calling +45 33 377 353 phone number 2 2 users reported that they have successfully reached Miles and More by calling +45 33 377 353 phone number Click up if you have UNsuccessfully reached Miles and More by calling +45 33 377 353 phone number 2 2 users reported that they have UNsuccessfully reached Miles and More by calling +45 33 377 353 phone numberDenmark+358 20 386 300+358 20 386 300Click up if you have successfully reached Miles and More by calling +358 20 386 300 phone number 0 0 users reported that they have successfully reached Miles and More by calling +358 20 386 300 phone number Click up if you have UNsuccessfully reached Miles and More by calling +358 20 386 300 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +358 20 386 300 phone numberFinland+33 892 231 682+33 892 231 682Click up if you have successfully reached Miles and More by calling +33 892 231 682 phone number 0 0 users reported that they have successfully reached Miles and More by calling +33 892 231 682 phone number Click up if you have UNsuccessfully reached Miles and More by calling +33 892 231 682 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +33 892 231 682 phone numberFrance+39 899 198 001+39 899 198 001Click up if you have successfully reached Miles and More by calling +39 899 198 001 phone number 0 0 users reported that they have successfully reached Miles and More by calling +39 899 198 001 phone number Click up if you have UNsuccessfully reached Miles and More by calling +39 899 198 001 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +39 899 198 001 phone numberItaly+31 207 219 245+31 207 219 245Click up if you have successfully reached Miles and More by calling +31 207 219 245 phone number 0 0 users reported that they have successfully reached Miles and More by calling +31 207 219 245 phone number Click up if you have UNsuccessfully reached Miles and More by calling +31 207 219 245 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +31 207 219 245 phone numberNetherlands+47 22 836 569+47 22 836 569Click up if you have successfully reached Miles and More by calling +47 22 836 569 phone number 0 0 users reported that they have successfully reached Miles and More by calling +47 22 836 569 phone number Click up if you have UNsuccessfully reached Miles and More by calling +47 22 836 569 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +47 22 836 569 phone numberNorway+351 707 783 783+351 707 783 783Click up if you have successfully reached Miles and More by calling +351 707 783 783 phone number 0 0 users reported that they have successfully reached Miles and More by calling +351 707 783 783 phone number Click up if you have UNsuccessfully reached Miles and More by calling +351 707 783 783 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +351 707 783 783 phone numberPortugal+7 495 411 8446+7 495 411 8446Click up if you have successfully reached Miles and More by calling +7 495 411 8446 phone number 0 0 users reported that they have successfully reached Miles and More by calling +7 495 411 8446 phone number Click up if you have UNsuccessfully reached Miles and More by calling +7 495 411 8446 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +7 495 411 8446 phone numberRussia+34 902 220 105+34 902 220 105Click up if you have successfully reached Miles and More by calling +34 902 220 105 phone number 0 0 users reported that they have successfully reached Miles and More by calling +34 902 220 105 phone number Click up if you have UNsuccessfully reached Miles and More by calling +34 902 220 105 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +34 902 220 105 phone numberSpain+46 86 115 930+46 86 115 930Click up if you have successfully reached Miles and More by calling +46 86 115 930 phone number 0 0 users reported that they have successfully reached Miles and More by calling +46 86 115 930 phone number Click up if you have UNsuccessfully reached Miles and More by calling +46 86 115 930 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +46 86 115 930 phone numberSweden+41 900 850 000+41 900 850 000Click up if you have successfully reached Miles and More by calling +41 900 850 000 phone number 0 0 users reported that they have successfully reached Miles and More by calling +41 900 850 000 phone number Click up if you have UNsuccessfully reached Miles and More by calling +41 900 850 000 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +41 900 850 000 phone numberSwitzerland+90 212 375 5933+90 212 375 5933Click up if you have successfully reached Miles and More by calling +90 212 375 5933 phone number 0 0 users reported that they have successfully reached Miles and More by calling +90 212 375 5933 phone number Click up if you have UNsuccessfully reached Miles and More by calling +90 212 375 5933 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +90 212 375 5933 phone numberTurkey+86 400 886 8868+86 400 886 8868Click up if you have successfully reached Miles and More by calling +86 400 886 8868 phone number 0 0 users reported that they have successfully reached Miles and More by calling +86 400 886 8868 phone number Click up if you have UNsuccessfully reached Miles and More by calling +86 400 886 8868 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +86 400 886 8868 phone numberChina+852 28 682 313+852 28 682 313Click up if you have successfully reached Miles and More by calling +852 28 682 313 phone number 0 0 users reported that they have successfully reached Miles and More by calling +852 28 682 313 phone number Click up if you have UNsuccessfully reached Miles and More by calling +852 28 682 313 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +852 28 682 313 phone numberHong Kong+81 343 337 653+81 343 337 653Click up if you have successfully reached Miles and More by calling +81 343 337 653 phone number 0 0 users reported that they have successfully reached Miles and More by calling +81 343 337 653 phone number Click up if you have UNsuccessfully reached Miles and More by calling +81 343 337 653 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +81 343 337 653 phone numberJapan+60 320 531 898+60 320 531 898Click up if you have successfully reached Miles and More by calling +60 320 531 898 phone number 0 0 users reported that they have successfully reached Miles and More by calling +60 320 531 898 phone number Click up if you have UNsuccessfully reached Miles and More by calling +60 320 531 898 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +60 320 531 898 phone numberMalaysia+966 800 844 7661+966 800 844 7661Click up if you have successfully reached Miles and More by calling +966 800 844 7661 phone number 0 0 users reported that they have successfully reached Miles and More by calling +966 800 844 7661 phone number Click up if you have UNsuccessfully reached Miles and More by calling +966 800 844 7661 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +966 800 844 7661 phone numberSaudi Arabia+65 62 455 600+65 62 455 600Click up if you have successfully reached Miles and More by calling +65 62 455 600 phone number 0 0 users reported that they have successfully reached Miles and More by calling +65 62 455 600 phone number Click up if you have UNsuccessfully reached Miles and More by calling +65 62 455 600 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +65 62 455 600 phone numberSingapore+27 214 153 508+27 214 153 508Click up if you have successfully reached Miles and More by calling +27 214 153 508 phone number 0 0 users reported that they have successfully reached Miles and More by calling +27 214 153 508 phone number Click up if you have UNsuccessfully reached Miles and More by calling +27 214 153 508 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +27 214 153 508 phone numberSouth Africa+82 260 224 235+82 260 224 235Click up if you have successfully reached Miles and More by calling +82 260 224 235 phone number 0 0 users reported that they have successfully reached Miles and More by calling +82 260 224 235 phone number Click up if you have UNsuccessfully reached Miles and More by calling +82 260 224 235 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +82 260 224 235 phone numberSouth Korea+886 223 258 861+886 223 258 861Click up if you have successfully reached Miles and More by calling +886 223 258 861 phone number 0 0 users reported that they have successfully reached Miles and More by calling +886 223 258 861 phone number Click up if you have UNsuccessfully reached Miles and More by calling +886 223 258 861 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +886 223 258 861 phone numberTaiwan+66 20 566 868+66 20 566 868Click up if you have successfully reached Miles and More by calling +66 20 566 868 phone number 0 0 users reported that they have successfully reached Miles and More by calling +66 20 566 868 phone number Click up if you have UNsuccessfully reached Miles and More by calling +66 20 566 868 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +66 20 566 868 phone numberThailand+971 43 898 100+971 43 898 100Click up if you have successfully reached Miles and More by calling +971 43 898 100 phone number 0 0 users reported that they have successfully reached Miles and More by calling +971 43 898 100 phone number Click up if you have UNsuccessfully reached Miles and More by calling +971 43 898 100 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +971 43 898 100 phone numberUAE+84 283 829 8529+84 283 829 8529Click up if you have successfully reached Miles and More by calling +84 283 829 8529 phone number 0 0 users reported that they have successfully reached Miles and More by calling +84 283 829 8529 phone number Click up if you have UNsuccessfully reached Miles and More by calling +84 283 829 8529 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +84 283 829 8529 phone numberVietnam+54 115 984 5680+54 115 984 5680Click up if you have successfully reached Miles and More by calling +54 115 984 5680 phone number 0 0 users reported that they have successfully reached Miles and More by calling +54 115 984 5680 phone number Click up if you have UNsuccessfully reached Miles and More by calling +54 115 984 5680 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +54 115 984 5680 phone numberArgentina+55 214 700 1674+55 214 700 1674Click up if you have successfully reached Miles and More by calling +55 214 700 1674 phone number 0 0 users reported that they have successfully reached Miles and More by calling +55 214 700 1674 phone number Click up if you have UNsuccessfully reached Miles and More by calling +55 214 700 1674 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +55 214 700 1674 phone numberBrazil+56 229 884 890+56 229 884 890Click up if you have successfully reached Miles and More by calling +56 229 884 890 phone number 0 0 users reported that they have successfully reached Miles and More by calling +56 229 884 890 phone number Click up if you have UNsuccessfully reached Miles and More by calling +56 229 884 890 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +56 229 884 890 phone numberChile+52 554 738 6954+52 554 738 6954Click up if you have successfully reached Miles and More by calling +52 554 738 6954 phone number 0 0 users reported that they have successfully reached Miles and More by calling +52 554 738 6954 phone number Click up if you have UNsuccessfully reached Miles and More by calling +52 554 738 6954 phone number 0 0 users reported that they have UNsuccessfully reached Miles and More by calling +52 554 738 6954 phone numberMexico
-
Miles and More emailspresse@miles-and-more.com100%Confidence score: 100%Support
-
Miles and More addressMAC Main Airport Center, Unterschweinstiege 8, Frankfurt am Main, 60549, Germany
-
Miles and More social media
Most discussed Miles and More complaints
My mileage does not get postedRecent comments about Miles and More company
Login issues in my MilesandMore to be resolved
Yapta
2 reviews
EmailFlights
4 reviews
LuggagePros
5 reviews
Nature Air
4 reviews
Air Canada
612 reviews
Our Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
I work in the frequent flyer program industry and I can tell you a couple of things I've observed;
1. The rules are very arcane. In order to be 100 percent sure about any questions, do NOT assume anything! If you are unable to find the information you are looking for (OFTEN buried in the small print), definitely call the service office. When they provide you with the answer, ask them where you can find that information for yourself.
2. SAVE YOUR BOARDING PASSES! Check your mileage program to find out how far back you can claim retroactive credit for and always save your boarding passes for that length of time.
3. When calling in - don't be angry if the number you call isn't the right one and the CSR tries to give you another number. These programs are usually outsourced and different functions may be outsourced to different companies.
None of this is to make excuses, it's more to explain.
I tried to book a flight for my husband and I using my mileage with Miles and More. As they did not have a Lufthansa flight I asked for one with their partners. They told me that there was a flight with Swiss and Austrian airlines. They gave me a total amount I was going to pay plus 100, 000 reward miles. I made a temporary reservation and called Swiss and Austrian airlines directly. I was shocked to discovered that the price given to me by Miles and More was exactly the same as the purchasing price directly from the airline with one major difference, no miles! Miles and More was going to charge us the same amount as booking directly with the airline plus 100, 000 miles! Note that to accrue 100, 000 miles you must spend 100, 000 dollars on their credit card plus pay an annual fee of over 100 dollars. I have booked this same flight with them several times and I am sure they have done the same in the past. There is no benefit using their credit card but only a cost. Ask the airlines directly before booking with Miles and More Luftansa. You may be charged miles for no reason as the ticket price may be the same directly through the airlines.
I must agree that it is abysmal service this year. Nearly every flight with a partner airline has not been registered and I have been forced to follow up with the service desk to accredit the mileage. This has been a protracted endeavor through repeated emails and phone calls. Beware to save your boarding cards as without these absolutely nothing can be done, and even with them it will take weeks of battling to effect a change. I wonder if there is any way to make use of media channels to bring this to the community as a whole? We cannot be the only ones suffering from this. olivervit@hotmail.com
I seriously believe that the Lufthansa Miles and More program is one of the worst reward programs. Their service center abroad actually had more competent and helpful people but once you try to get someone in the main office to correct their own mistake, you are simply getting yourself into a long battle. I have spent hundreds of Euros calling the service center and being put on hold for 15-20 minutes and oh, have I mentioned that you have to call because their system doesn't work? Or that they simply don't bother responding even when they have told you to address a particular person? You earn some miles and then they make mistakes so you loose them and then you are the one who has to beg to get miles back.
I won't go into other things like what you get for your money in comparison to other programs. It seems more difficult to earn miles, status and flight awards than with other airlines. I am upset how little service you get as a frequent traveller, you have the feeling that this is nothing but I am sorry, if I pay five times the price of an economy class ticket, I think I deserve decent service even if I don't fly enough to be a gold member. Maybe it's because I already decide to fly with other airlines and will maybe soon consider dropping Lufthansa for good!
I agree.
I have never got more personalised service than 'cut & paste' template emails (that don't answer your explicit questions or concerns). And consider that I, the consumer, was paying to call them in Germany and fax them in Germany and email them, repeatedly, after no contact. (then 'cut & paste' replies). Terrible.
Over the years I have flown numerous times with them from London to Melbourne and various Euro destinations (always using Star Alliance / Lufthansa with preference over other airlines). And after saving up 70, 000 points to spend (at long last!) and planning to log on and buy another round trip airfare while I was at it, I logged in to see what I could order from the World Shop... only to find out 60, 000 of my points had expired 4 days earlier. Originally, these points were actually a refund from an earlier purchase they failed to deliver. And they had NO EXPIRY DATE next to them - NEVER. After writing to Lufthansa Miles & More 'Service' Team repeatedly and getting the 'you need to log on and read the expiry date otherwise your points expire' excuse (and repeatedly telling them that those 60, 000 points actually had NO EXPIRY DATE & still being ignored - emails bouncing back too) I then decided to appeal to their good-will and fairness (since I am also with Qantas - had not used them too much, as I normally fly with Star Alliance - but I had noticed that Qantas points DO NOT EXPIRE). I asked Lufthansa to consider my loyalty to their airline, to consider that other loyalty schemes don't HAVE mean expiry dates, to consider the effort I had gone to to write to them with insufficient replies, to consider that the points had expired 4 DAYS PRIOR. And they still declined. Even though I had NO WARNING and no WAY of KNOWING when my points would expire! (should I look up all my old diaries and try & work out when I had been refunded the points? Is it even possible to know?)
No, the last email I sent was auto-bounced back, and I just left it there. But I am now telling the story in my stand-up comedy all over the world (with shows in theatres and clubs in London, Melbourne, Edinburgh so far...!). The amount of people who come up after shows dying to tell me their own terrible Lufthansa story is quite reassuring. Makes you feel like you're not alone!
Customer service, fairness & clarity is NOT their business.
- Sarah B
Lufthansa Mitarbeiter sind arrogante inkompetente Arschlöcher.