The complaint has been investigated and
resolved to the customer's satisfaction
Mounia Alkhatib — re-issuing a ticket

Dear, Supervisiors:

I purchased a ticket for my wife from San Francisco in advance ( ticket to travel from San'aa, Yemen to San Francisco, California scheduled on 05/ 05/ 2009), but all sudden Mrs. Alkhatib get ill and hospitalized just few days before her trip, when I spoked to the agency in San Francisco to rearrange her trip, I was told to contact the off ice in San'a, Yemen so our attorney who is a relative to us called the office in Sana'a and spoked to an agent of lufthansa named (Ms. Lila) whom promised to call him back with a new filght date and to reissue a ticket but (Ms. Lila) never called back, following up, I personally decided to call the office in Sana'a Just to make sure of her changing flight but noone answered the phone calls (except for an answering machines) and that was during business days and during the hours of operation, so I left amassage for them to call our attorney in (yemen) with the phone numbers, but for the third time noone return the calls back, our attorney called again (for the fourth time) to the lufthansa in yemen lefting several massages and later asked me to contact the office in San francisco to rerrange her flight .

The agency in San Francisco finally rearranged the flight and was moved to June 08, 09 instead ( that was the closest available date) but refusing to reissue the ticket assuming that my wife should had contacted the office of lefthansa in sana'a to reissue her a ticket (since she is staying in yemen) adding that it is the responsibility of the lufthansa office in yemen and not their office in (San Francisco), to make story short, we called lufthansa again for the fivthtime but again ( the agent refused to discuss the matter and instead choose to put the blame on the agency in San Francisco to take responsibility and not their fault, so to keep it plain to understand, we need to know who to contact and than we need to get this matter resulved quickely otherwise we will loose the ticket.

If we don't hear from you a satisfy result, we would assume anon- cooperation to resolve the issue and we would call our credit card compony to cancel the reservation and we may have to seek another airline instead. please understand that my wife must return home within the time scheduled and no later, please feel free to either call me @ [protected] or e.mail me with the result, the passanger name (Mounia Alkhatib). thank you for your cooperation and assistant on this important matter.


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