Lufthansa German Airlines
Frankfurt am Main, New York
Germany - 60546
Asia (except for China) and Australia, Singapore, Australia, New Zealand, South Korea, Malaysia, Indonesia and others
EXPERIENCE FLYING WITH LUFTHANSA
I must share the experience of flying with World Renowned Lufthansa German Airline and moreover your Delhi Staff.
Firstly the experience started on day of flying 09 August 2009 wherein I reached Airport 4 hours before and requested Counter Staff and Station Manager Mr. Pervaiz Khan at Delhi Airport to give us Seat in front since I was with my Wife and an Infant Daughter but all in Vain. Inturn they had given us the LAST Seat ( Delhi - Frankfurt Sector). This was the Most Uncomfotable expereince flying with world renowned Lufthansa German Airlines.
Secondly I was flying from San Francisco - Frankfurt - Delhi route with my wife and Daughter and while arriving at Delhi Airport, we observed that our Brand New Suitcase which was purchased from USA 4 days back badly torned due to mishandling by ground staff during loading / unloading.
When we contacted the officials at the Delhi Airport, firstly they refused to entertain and despite of number of requests and waiting for 2 hours they issued us Damage Report and at the same time, informed that this report had no meaning and nothing could be done for the Damaged torned Suitcase.
Myself, my wife and my Infant Daughter of 2 year had to wait for 2 hours at the airport for the Damage Report Certificate which is a really disappointing and against the ethics of Carrier.
I had sent email to your Delhi office with attached Photographs, Scan Copy of Damage Report and Boarding Pass for which apology response was received and when called to Mr. Malik he straight forwardly refused even to discuss the matter.
I once gain request you to look into the matter for torned Suitcase which was purchased brand new from US.
Hoping for resolution from your office.
A car was offered - picture and all with a great guarantee. Shipping would be handled by Lufthansa and payment would stay in escrow until we approved car. No product on other end - no shipment. TOTAL SCAM!!
Travelled from Lubbock to Chennai. From Frankfurt to Chenna by Flt. LH158 and landed at MAA on 5th August, 09.
Ticket# [protected]: bAGGAGE TAG: aa252379 with two suitcases. Only one was retrieved at MAA. The other one was classified as Mishandled and Property Irregularity was reported at the MAA airport. The Representative of Lufthansa was reckless and unwillingly handled several passengers who reported non-arrival of their baggage. Neither an assurance to trace the lost baggage was given. On 6th Aug 09, a telephone call was received from Lufthansa Chennai office which said that the baggage could not be traced anywhere. Left with no clothes, no place to stay in the midnight, Lufthansa representatives did not show even a caring attitude. Now I am asked to run from pillar to post, I have to spend a lot of money to go to Airport, local office, buy clothes and it is a nightmare. Out of the two weeks holiday, I will have to run behind the Lufthansa for the next three days. Will Lufthansa help me get my baggage atleast now? Or give a proper reply so that I can cancel my travel and go back to the US immediately?
I would like to complain about delayed baggage.
I traveled on 03.07.2009 : with flight LH3389operated by LUFTHANSA from ATHENS GR INT E VENIZELOSC to: MUNICH DE MUNICH INTERNATIONAL Departure: 03. July, 13:10 h Arrival: 03. July, 14:40
There an approx 50min delay both in Athens and Munich airports (air traffic in Munich) which almostcaused missing the connection Flight: LH3020operated by: LUFTHANSA from: MUNICH DE MUNICH INTERNATIONA to: STOCKHOLM SE ARLANDA Departure: 03. July, 15:15 h Arrival: 03. July, 17:25 h
I literarly had to run through customs to catch the connection flight. When I arrived at STOCKHOLM SE ARLANDA I was informed at the information desk that my suitcase would come with the next flight 2 hrs later (i.e by 19.25pm). By midnight, according to the reference number I was given, my suitcase had still not arrived and according tot he computer records it had not been tracked down.
The following morning I called the airline at the airport and they assured me that the suitcase was on that morning's flight (04.07.09) and that it would arrive at my hotel by midday.
I clearly explained to them that I had to go the a internation conference and present myself at the reception conference desk by 6.00pm latest and mentioned that I had no other clothes to wear... THEY ASSURED ME THAT MY SUITCASE WOULD ARRIVE AT THE HOTEL BW 1-4.00PM LATEST! Suitcase arrived after 7.00pm.
I could not miss the conference and so had to run to the first Dept store I found nearby the hotel (waited for the suitcaser to arrive till 5.00pm) and by a bussiness suit and appropriate shoes which all costed approx 2850, 00 kr (receipts can be provided).
I therefore want to COMPLAIN about the unacceptable delay in recieving my laggage and ask for reinburshment on my expences.
I am leaving Stockholm on Wednesday and so would like to know the procedure of getting my expences paid!
Looking forward to your reply
Dr Eunice Stefanou
For one month--having been a Senator Member for the past decade---I have been trying to book airline tickets using my Star Alliance (Lufthansa) airmiles, which are upwards towards a million. I have never been treated so badly by an airline. Despite there being availability on their website for the award flights I am trying to book. When I use the Miles and More miles redemption page of their website, I am not able to book the flights and I am told to call the Miles and More office. I have called eight times, faxed twice, emailed once and they have failed to book the ticket for me, after promising to do so. They have also several times not even responded to or returned my calls or faxes after expressly promising to do so.
I am on the verge of instructing the international body I direct not to use any Star Alliance carriers in the future for any of the hundreds of flights we book each year.
I have never seen so many dishonest representations and such disrespect for customers by any other airline in Europe. I am also raising this with the consumer protection mechanisms of the EU in the hope that it will cause action to be taken against Lufthansa because their management seems incapable of remedying their problem of bad service to frequent flyers that has been ongoing for years.
i had heard lufthansa had a bad service but i actually experienced it.my flight my ws LH 751 kolkata frankfurt economy class. i)the flight was over booked and i was asked to delay my journey
ii)a guy in the check in counter had asked me few irrelevant questions regarding my journey.he has no right wt so ever to do so as i had already been allowed by the german embassy.
iii)there was no lufthansa staff 2 guide me all though i had precifically told them that it was my 1st flight and i would be needing some guidence.
iv)the food in the flight was horrible majority of the passanger could nt eat it.
v)the air hostessess were extremly rude with the passanger and it seemed they actually very polite with the nglish and the germans and not to the indians.
vi)i remember i had asked for water and i had actually been served with water after an hour or so.
it was my 1st experience with lufthansa and it ws horrible.i dny knw y do nt they improve their quality of fooding .y dnt they give which is more ediable be it in veg or non veg.
i sincerely hope that action would be taken regarding the bad service of this airline.
My flightrout was Cluj(ROU)-Munich(DE)-Split(HR) and I booked and payed my ticket in advance. When I arrived...
Miles and More is a total rip off there customer service center in California is staffed by nothing but...
I am attaching a letter I sent to Lufthansa's chairman in Germany on December 29, 2008, that was copied to their New York consumer affairs office, seeking a refund of money extorted from me by Lufthansa's Shanghai ground staff. My letter was responded to three weeks later via a form letter that denied my claim without addressing the main issue, which is that Lufthansa deliberately entraps passengers via a policy of not informing passengers of extortionate excess baggage fees. A Google search under the heading "Consumer complaints about Lufthansa" yields roughly 25, 000 hits, underscoring that I am not alone in having been taken to the cleaners by this racket. What is amazing is that to date no law firm has organized a class action lawsuit against this airline. It would be a slam-dunk.
Chairman, Executive Board Deutsche Lufthansa Aktiengesellschaft Von-Gablenz-Strasse 2-6,
Germany By Registered Mail
Dear Mr. Mayrhuber:
This letter is to demand immediate reimbursement from your company of $859.60 that was extorted from me by your Shanghai staff on 17 December 2008, in what amounted to a ransom payment to forestall an act of kidnapping and false imprisonment by your company.
Secondly, be advised that Lufthansa’s current business practices regarding levying ‘excess baggage’ charges merit immediate review by your legal counsel, as they evidently entail potential criminal and civil liability for your company’s officers and shareholders. The legal ramifications of Lufthansa’s policies, in a U.S. context alone, include the following: Racketeering (organized conspiracy to commit extortion), fraud, breach of contract, breach of implied contract (e.g., to apply baggage rules consistently), false imprisonment, kidnapping, invalid contract (duress), unjust enrichment, and negligence.
The details of my experience (see My Experience, below) are strongly indicative of a deliberate Lufthansa policy of cheating unwary customers – who are unwary by design. Accordingly, the contractual validity of many if not all air tickets being issued by Lufthansa worldwide is highly dubious.
Thirdly, I have been a loyal Lufthansa customer for eleven years, using your airline almost exclusively for travel back and forth from the USA to Europe, where I teach in executive MBA programs. Additionally, I am a stakeholder in a Prague-based travel company and have always recommended Lufthansa to our travel clients. I am shocked that, under your care, Lufthansa has resorted to some of the most unethical practices I have ever heard of in the airline industry.
My Experience Prague-Shanghai-Prague with Lufthansa
On 16 October 2008, in Prague, for the sum of $1161.36 charged to my US credit card, I purchased round-trip coach passage via Lufthansa from Prague to Shanghai. On 13 November 2008 I flew to Shanghai (through Frankfurt) with two pieces of check-in luggage, plus one backpack carry-on. The checked-in luggage contained heavy textbooks and readings to be used by me in teaching a business strategy course at a university in Shanghai.
On the evening of 17 December 2008, while checking in two pieces of luggage (minus the textbooks and materials that I had left at the university) I was told by Lufthansa ground staff that, in order to fly back to Europe, I must pay 600 euros for 20 kilograms of ‘excess baggage’. This sum equates to a 74% surcharge on my original ticket.
I asked the ground staff member, and her supervisor, to produce any document showing me that this demand was legal, and they could not. I was told that the class of ticket I held entitled me to 20 kilograms of carry-on luggage. I replied that this was news to me.
Lufthansa’s ground staff, specifically the check-in clerk and her supervisor, whose education and grasp of English seemed insufficient to discuss legal issues, told me it was irrelevant when I showed them my two luggage receipts for the Prague-Shanghai journey (Exhibits), and told them that ground staff in Prague had accepted my two pieces of checked luggage without comment.
I asked the ground staff supervisor what my options were, and was told that my only possibilities were that I could either pay or stay in Shanghai. I was told that the pending expiration of my visa was my problem, not Lufthansa’s, even though it would mean my violating Chinese law and being prevented from future travel to China. Similarly, Lufthansa’s ground staff declined to offer any assistance or advice regarding, for example, sending one of my bags via air freight or sea mail.
When I asked if I could take the smaller of the piece of checked luggage on board, along with my backpack, I was told that this was not possible because Lufthansa strictly enforces a ‘one carry-on’ rule.
When I asked to speak with the manager of Lufthansa in Shanghai, I was told that he was a European, did not work the night shift, and could not be contacted.
Lufthansa ground staff provided me a boarding pass only after I signed a charge against my credit card for 600 euros (see Exhibits). No other options were presented to me or suggested to me by Lufthansa ground staff.
While boarding the aircraft, I saw that, contrary to what Lufthansa ground staff had told me minutes earlier, approximately 70% of passengers in economy class were each taking on board two maximum-size pieces of carry-on luggage. These passengers typically had one bag with a metal frame including wheels and telescoping handle, and another large bag on top of that. The overhead storage bins were already filled, just two thirds into the boarding process; cabin crew were stacking carry-on pieces in front of the A-340’s stairway, and even putting carry-on pieces in spaces reserved for cabin crew. The passenger seated on my right, destined for Barcelona, had three maximum-size carry on items.
On 22 December I met with my highly experienced and reliable travel agent in Prague and, before relating the above experience, asked him two questions:
Has Lufthansa ever provided his travel agency in writing or in any other way communicated to him their list of charges for ‘excess baggage’? Answer: No.
If, hypothetically, I had been deemed to have had ‘excess baggage’ on my journey back from Shanghai, what, in his opinion, would the likely surcharge levied against me? Answer: $25
Lufthansa ground staff in Shanghai could have found other solutions than to charge me 600 euros, for example, by allowing me to repack my bags and substitute my smaller piece of luggage for my carry-on backpack, or by helping me send a bag to Europe by alternative means. Their training evidently forbids them from allowing passenger-victims to escape or reduce ridiculously punitive charges.
Lufthansa does not enforce baggage ‘rules’ in a consistent way. In this case, ground staff in Prague waived luggage that ground staff in Shanghai used as a pretext for extortion. And Lufthansa’s allegedly strict ‘one’ carry-on bag rule is not enforced at all.
Although, as I have subsequently researched, Lufthansa buries on a web site a obscure (and difficult to understand) PDF file listing your outrageously punitive ‘excess baggage’ fees, Lufthansa issues electronic tickets that contain no alerts to prospective customers that this PDF exists or should be referred to as part of the passenger’s contract. Nor does Lufthansa make any other attempt to make your baggage surcharge policies transparent, such as pre-departure emails to passengers, or clear notice in your inflight magazine. These omissions by Lufthansa evidently are clearly deliberate, to facilitate unjust enrichment at the expense of unwary customers. Finally, Lufthansa’s present excess baggage PDF is dated September 16, 2008 when fuel prices were extremely high, which makes it all the more indicative of unsavory intent that, while fuel prices have fallen steeply, Lufthansa makes no effort to alert customers of these charges. They are, in short, pure profit windfall and it would not surprise me if your ground staff in places like Shanghai are instructed to meet a daily quota of victims.
In closing, Mr. Mayrhuber, I would appreciate a refund check in the amount listed above at your soonest convenience, and also, if you can find your way to it, an apology commensurate with the inconvenience and distress caused me.
I also would like to recommend that you, as a leader, take steps to mitigate the liabilities that your firm is accumulating by condoning a racket that is eventually going to attract a huge class-action consumer lawsuit and embarrassing punitive sanctions by regulatory authorities. In a nutshell, greatly reduce the excess baggage fees or widely publicize them.
Yours very truly,
Exhibits: Luggage receipts, 600 euro charge for 20 kilos, itinerary provided by travel agent
I was travelling with my family from Kuwait to Prague, we bought ticket from Lufthansa, when we reached Frankfurt on 28/01/2009 the connection flight of lufthansa LH 3258 to prague at 08:15 am got cancelled and we were forced to wait at the airport. Lufthansa staff did not help us to board another flight or give reservation. Due to this I couldnt attend the conference which was held in Prague on 28th.
I would like to claim compensation for this unprofessional treatment and loss of registration fees for the conference.
Details of travellers are below
A-64, Rail Nagar,
NOIDA, 201307, INDIA.
Transfer Centre, Frankfurt Airport.
I have a passport no. E-9532024, issued by Government of India. I have been issued ETKT no. [protected] for my travel from New Delhi to Buenos Aires. I started my travel on 8th October, 2008 from Delhi with flight no. LH-761 to Frankfurt which started late by 20 minutes. I have to transit at Frankfurt Airport for Buenos Aires to flight no. LH 510. The LH 510 was to start at 1020 hrs on 8th October, but it started with long delay of approx. 2.30 hrs as just before its start, the emergency slides open. Thereafter, i was to start from Buenos Aires on 17th October 2008 at 2155 hrs with flight no. LH511. Again this flight started late about 3.00 hrs and took off at about 0100 hrs due to some technical fault. At the Buenos Aires Airport, the executive of Lufthansa, who was trying to convince the passengers regarding immediate redressal of the unknown technical fault in the aircraft. I made my two fold inquiry that my connecting flight from Frankfurt to Munich (LH 978, scheduled departure at 1720 hrs) and thereafter Munich to Delhi (LH 762 scheduled departure at 2020 hrs) will be available for me or not and in case i miss the connecting flight what will happen to my transit visa which shall expire on 18 oct, 2008 at midnight. i was told that you will be accommodated in some other flight and till such arrangement you will by our guest and the Lufthansa shall take necessary steps on its own to manage with extension of transit visa. On reaching Frankfurt at about 1915 hrs after flying approx 13 hrs, as expected i missed my connecting flight as many others passengers. At the transfer Centre at Frankfurt Airport, i was accommodated in flight no. LX 1071 (Frankfurt to Zurich on 19th October, 2008 at 1020 HRS) and connecting thereto LX 146 (Zurich to Delhi at 1240 hrs on 19th itself). The Transfer Centre decline my requests to provide me a hotel regarding my waiting in Frankfurt for more than 13 hrs, Provide me a safe and convenience place to wait, steps to extend my transit visa under such extraneous circumstances. I was provided a meal voucher for Euro 10 only, which highly insufficient for meals at least. On my inquiry regarding Voucher for Breakfast and claim of Compensation procedure due to delay and waiting for 13 hrs at the airport, i was asked to contact the transfer desk in the morning. I was made to keep on sitting on a chair for 13 hrs in cold climate. In the morning i was asked to wait till presence of the concerned lady staff who asked me come in morning. till 0915 hrs on 19th, she did not turned up. Thereafter i proceeded to check-in my flight LX 1071 at gate no. B-33. However, i reached delhi by 2350 hrs on 19th October, 2008.
I got delayed to reach at my destination by 17 hrs and due to habitual delays of Lufthansa. I could not over come my jet lag due to my travel from Buenos Aires to Delhi by 36 hrs including 13 hrs waiting, despite of my travel by 23 hrs if scheduled. i could not resume my work on 20th October. I felt my self harassed by Lufthansa. I got delayed to reach at my destination by 17 hrs and due to habitual delayers of Lufthansa. I could not over come my jet lag due to my travel from Buenos Aires to Delhi by 36 hrs including 13 hrs waiting, despite of my travel by 23 hrs if scheduled. i could not resume my work on 20th October. I felt my self harassed by Lufthansa by making tall and wrong claims. I was kept moving from one counter to another to get the information, cooperation and the compensation for the same. I was made to spend my money for meals and breakfast at the Airport, which is always costlier. I was made to remain in dirty conditions as no proper place was provided to me to rest myself and to use toilets conveniently. I could not rest during my 36 hrs journey excluding my time spent at Buenos Aires Airport for about 3 Hrs. I was cheated and harassed and as Such Lufthansa is liable to compensate me for at least 13 hrs waiting at Frankfurt Airport and appropriate meals during waiting.
counter to another to get the information, cooperation and the compensation for the same. I was made to spend my money for meals and breakfast at the Airport, which is always costlier. I was made to remain in dirty conditions as no proper place was provided to me to rest myself and to use toilets conveniently. I could not rest during my 36 hrs journey excluding my time spent at Buenos Aires Airport for about 3 Hrs. I was cheated and harassed and as Such Lufthansa is liable to compensate me for at least 13 hrs waiting at Frankfurt Airport and appropriate meals during waiting. t Lufthansa by making tall and wrong claims. I was kept moving from one counter to another to get the information, cooperation and the compensation for the same. I was made to spent my money for meals and breakfast at the Airport, which is always costlier. I was made to remain in dirty conditions as no proper place was provided to me to rest myself and to use toilets conveniently. I could not rest during my 36 hrs journey excluding my time spent at Buenos Aires Airport for about 3 Hrs. I was cheated and Harassed and as Such Lufthansa is liable to compensate me for at least 13 hrs waiting at Frankfurt Airport and appropriate meals during waiting.
I called reservations for Lufthansa and Wendy employee id. Whisky Tango told me that since I have a knee...
I am traveling with a 7-month baby, and Lufthansa cannot give me a bassinet seat. I am caught between Lufthansa and my travel agent - both blaming each other for the cancellation of my bassinet seat assignments after one leg was re-scheduled. Lufthansa says it notified my agent of the change in travel date, and travel agent vehemently denies it. Lufthansa cannot explain how my seat assignments got dropped for the leg that did not change. At this point, they don't seem very co-operative to addressing my concerns. Any ideas as to who I can complain so as to make Lufthansa notice.
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
I put in a claim for $2949 for baggage lost during a flight back in July. I have just received a check for...
I want to share my worst flight experience ever with you.for more then 10 years I travel world because of my job .On 19 th december we take Lufthansa 13.55 pm flight from Istanbul to Frankfurtâ��then connecting flight to New York at 17.00 pm.From beginning I was concerned about 1 hour transfer time (the flight schedule was arranged by local Lufthansa office)so I talked at least 2-3 times with local Lufthansa people about this but they were so convincing that there won`t be any problems.First shock was by learning on 19 th while waiting in istanbul that flight will be delayed for 40 min.Lufthansa flight was the only delayed flight on schedule table since morning.I called Lufthansa office in Turkey there was about half an hour to boarding time, they were not aware of any delay with the flight!Then we rushed to lounge to talk but nobody Lufthansa was there. Then booarding time announced Lufthansa attendants ll tell same story; we`ll compansate loss on air, Lufthansa people will help when we`ll arrive, if necessary plane to plane transport will be made to reach us etc.We departured with more then 1 hour delay.Arrival time was announced as 16.50 but still I was hopefull that Lufthansa will transfer us or find a solution which we were continiously advised by your staff.Just before landing they begin to announce door numbers etc. but despite fact that there were more than 25-30 people to New York nothing announced.After landing only Amsterdam passengers were transferred to their plane directly.I had great diffuculty in understanding why while they can wait us in Istanbul for more then 1 hour as we came on time why we`re not transferred to plane and wait plane for half an hour latest.but I found answer next morning before our flight, we were being offered extra 600-700 euros to wait for next plane because there were 4 people overbooked, so it was not logical to wait plane while they were people on wait list ready to pay 3-4 times of our fees and to keep people by paying only 100 euros per nightâ��who cares, sweet money!We were shocked and depressed and furious, when we get on bus we quickly learned we were not alone there were many others effected.we get off bus and was at least waiting some ground people to take care(there are at least 25-30 people effected in different flights)but no one was there and we were left to own destiny.then we go to ticketing desk by asking people.at leat we were waiting some understandindg and good treatment to ease our pain.But Lufthansa people were acting like this was very normal and as we made a mistake and being punished for that.there was no flight till next morning 10.00 am and big shock came as we don`t have German visa(normally you don`t need for flying to US )we had to spend 16 hours at airport!!!we were granted 35 eur per person with great generousity!!!I asked at least to ease our pain can`t they let us to use Lufthansa lounge answer was no.I can`t explain how terrible to spend 16 long and never ending hours at an airport like a prisoner and even without a bed to slip and sleeping at hard chairs of airport.Ticketing people at Lufthansa first told us to come later to take pillows and blankets but then told they run out. It was most terrible night and experience we lived ever and will never forget.The point dissapointing and frustrating me is not the delay or not catching the plane but attitude of Lufthansa against us and not treating us well.Firstly I strongly believe there was still chance for plane transfer as we arrived before departure of plane.But biggest dissapointment is why it was so diffucult to attain a ground personnel to take care of this people and showing you care.we`ll form a group at facebook with all people effected, then we`ll prepare a declaration and share with internet paltforms and newspapers, also we`ll check our rights legally because you have no right to treat us in such bad way, make us spent 16 terrible hours at airport without an excuse and ruin our holiday.
Dear Sir or Madam,
Circumstances have prevented me from writing earlier regarding the events of last weekend, the 16th & 17th August 2008, at Houston Airport.
My wife & I were booked on the 15.25 Lufthansa flight LH441 from Houston to Frankfurt. As I recall, we were ushered on board with no significant delay. But then, having taxied out to the runway, the aircraft was returned to the terminal with a technical fault. Apparently, the brakes were not functioning correctly. Although we were disappointed not to be able to take off, we appreciated the captain’s concerns, and were at first content to wait patiently for a solution to the problem.
I should now point out that my wife and I had had a late breakfast, and no lunch, expecting to eat shortly after take-off. However, we now had to wait in the plane for some four hours, with very sparse information from the captain. During this time, we were given a packet of Pretzels, a glass of water, and a glass of cola. Eventually, we saw that the luggage was being removed from the hold, and some time after that, we were instructed to leave the plane, collect our luggage again, and present ourselves at the Lufthansa desk in the terminal.
For some reason, it took over an hour for any luggage to appear on the carrousel, and as luck would have it, my wife’s and my luggage appeared at the very end. And so, already weary, we made our way to the end of a long line, stretching some way around the terminal to the Lufthansa desk. By now it was approximately 9pm, and everyone’s nerves were becoming frayed. The occasional Lufthansa staff member was seen marching purposefully up and down the line, but no more information was forthcoming. Now rumours started to circulate regarding our fate. We understood from others in the line, that we would be given a room for the night, and would have to return the next day.
Sure enough, about 10.40pm, we arrived at the counter, where we were offered profuse apologies for the delay. Here, for the first time, we were able to vent our feelings, saying that to begin with, there had been sparse information, and secondly, we were now extremely tired and hungry, and had had nothing to eat or drink since we left the plane. The lady explained that the kitchen was ‘unfortunately closed’. Why then, were we not given a meal on the plane? Apparently, ‘for safety reasons’!
Nevertheless, the plane was scheduled to leave at 11.30am the next day. We were offered a hotel room for the night, given a dinner and breakfast voucher, and told to call in at 8am to check that the 11.30 take-off was still anticipated. We were now to go to Terminal E, where we would be picked up by a courtesy bus. Another twenty minute wait followed, before the promised bus arrived. Apparently, the driver had been waiting at Terminal D! The driver from the Days Hotel must be congratulated for lifting everyone’s spirits, and we duly arrived at the hotel, where we had the first meal since breakfast, at 11.45pm. We retired to bed at 1am.
Having risen at 7am on the Sunday, we called Lufthansa at 8, and were told that the plane was indeed leaving at 11.30. We should be back at the airport by around 9.30. In fact, we had another wait for the courtesy bus, and were at the airport by about 10am, to find a similar mass of humanity to the one we had left the day before. The departure time of 11.30 came and went without any information from Lufthansa. We now stood in the queue until around 17.30. During this time, one lady, who I believe was one of the airport staff, and not Lufthansa, listened patiently to everyone’s complaint, but said she could do nothing, and was unsure as to what was happening.
Virtually everyone took it upon themselves to extricate themselves from the dilemma, and find alternative routes to their destination; several disappeared towards the Emirates desk. Meanwhile, while other long-suffering passengers guarded our luggage, we enquired of British Airways if there were seats available to Germany via London. Yes, there were seats, but we needed permission from Lufthansa before we could fly with BA. There was no alternative to waiting our turn at the Lufthansa desk.
When, at last we reached the Lufthansa desk, we were amazed at the seeming lack of concern of some of the staff. Apparently, the plane was now scheduled to leave at 11pm, entailing another five hour wait. When we complained that we would rather leave on the BA flight at 8pm, we were told there were no seats available on that flight! After remonstrating for a while, that we had just spoken to the BA staff regarding seat availability, a senior Lufthansa staff member had a whispered word with our informant, and two BA seats were suddenly available to us.So ended our sojourn at Houston Airport.
To summarize our complaint, it would seem Lufthansa staff are in many cases poorly trained to cope with those cases where a large number of people are delayed for several hours. To begin with, passengers need regular updates on the situation. Even where there is no news, passengers need to know. Secondly, a system must be in place whereby passengers are given regular refreshments. Perhaps they could also be given queue numbers so that they can be allowed to sit elsewhere, and be called when needed. The staff must be prepared to listen patiently and show concern when the passengers become agitated. The staff should not be confrontational.
Lastly, I had intended to bring to your attention two concerns on our flight from Germany. Because there was one entertainment system available for all passengers, we were required to watch three films, the first of which was for children only, and the last too violent, in my opinion, for children, or, indeed, for me! Secondly, because the food, consisting of either of two dishes, was always served from the front, those of us at the back had no choice when the food arrived. We did mention this point to the attendant, but were offered a rather confusing and unsatisfactory explanation!
In all, we were totally dissatisfied with Lufthansa’s service. We had expected far better from such a prestigious airline. I only hope that you might learn from our experiences, and that the above will serve to improve matters in the future.
Writing out this complaint reminds me agony of travel with LUFTHANSA. On 8th of July 2008, when I was returning from Manchester to Delhi, i had my first flight from Manchester to Frankfurt and then connecting flight from Frankfurt to New Delhi. I had excess luggage of around 10-12 kg. I was initially badly treated and the officers out there made me feel so low by making me repeatedly realise that I have bought a "cheap" ticket. When I had thrown away my luggage and proceeded the lady at the counter marked on my boarding pass 1 baggage, even though I had two with me. I had not realised this at that moment. when i finally proceeded for check in people at the gate stopped me as I had two baggage with me and they started shouting at me and asked me to pay 100 pounds. Since I was not carrying enough cash so I requested if I could dispense away more of my luggage. They refused to budge and ordered that my luggage in the flight should be taken out. In spite of my request that this will lead me miss my connected flight, they showed no sign of humanity and I actually saw my flight leaving before my eyes with me having no money to book another flight. The agony did not end there. Instead of helping me officers were taking out the pieces from my bag which also had few chappatis and were making fun of me. If not any one else I know for sure that God will teach them lesson. Finally when they booked me for another flight they made sure that I do not carry anything more than 20 kgs and in this they shamefully included the weight of currency as well. PEOPLE IN LUFTHANSA ARE NOT HUMANS, AND AS A CALL FOR HUMANITY LET HUMANS ASSOCIATE WITH HUMANS ONLY.
My mother, Gertrud Röhner, booking code 2NXZTQ and myself, Gisela Leroy, booking codeZCGYI5 were on flight LH4537 from Lisbonne to Frankfurt/Main on 24th June 2008. I think that not ONLY complaints should be made but outstanding behaviour and help should also be mentioned. Unfortunately, I could not find anything, where to send this to on the Lufthansa Internet site. Service on this flight was excellent, may be due to the fact that the plane was not very much occupied but nevertheless, the crew was more friendly and helpful to my mother who has difficulties walking than what we normally are used to (I have to mention that we fly this route frequently). Extra thanks should be extended to Messrs. Jens Heerlein and Nirupan Maheswaran who helped my mother on our arrival (she does need a wheelchair) to an unexpected extend. Just a pity that this cannot be forwarded directly to Lufthansa because they should award outstanding behaviour.
Thank you for helping to bring this matter to the relevant place.
I am awaiting a response on a request for refund which was sent on the 5 March 2008. I am attaching a letter I sent to them today.
Dear Mr Mayrhuber
I would like for you to consider the following and let me know if you believe that this is good business practice and furthermore to follow up on my complaint and refund.
I flew from South Africa to Portugal via Frankfurt using Lufthansa. As I am sure the flight was not the best, but this is not what this e-mail is about. I was not going to utilise the return ticket and contacted my travel agent for a refund. The travel agent contacted Lufthansa in Porto, Portugal and was informed that I was to contact you directly.
Now the fun begins. The return flight was booked for the 17 March 2008, and I sent an e-mail on 5 March 2008 requesting my refund. I completed the tedious task of sending an online request for a refund on a ticket for the above date. Check your records from roughly 2 and a half months ago and you will find it. I hope it takes as long for you to find it as it has me trying to find the right place to send this complaint to. Don't say it was never received as I have an automated response with a reference number (1429778). To date I have not had a response to this e-mail. The response noted that "...and will start the processing immediately.", How long is immediately in your company?
After a further, I don't know how many, e-mails and phone calls, I got one response which was for further information. This was from a Robert who requested more details on 21 May 2008, which I sent immediately, that is on 21 May 2008 which is the same day that I received his e-mail, and I have not heard a word since. I sent a follow-up e-mail on 29 May 2008, and guess what. he has not responded. That was no surprise for me.
I would like to inform you that I have been in the service industry for more years than you wish to know and these are my observations of Lufthansa.
1. Make it as difficult as possible for the customer to contact you when there is a complaint. That way you wont get as many as you should.
2. Don't give out personal e-mail addresses. That way nobody can be held responsible.
3. Under no circumstances give out managers contact numbers. This is in fear of having to face the client in a one on one call.
4. Because of the demand for flights, make compliments easy and look after these customers. Don't worry about the complaints as there is another customer waiting in line.
5. If the customer waits long enough, the frustration will make them go away.
With this in mind, I hope you do not deal with this e-mail the way all my other e-mails have been dealt with.