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