Lufthansa - Page 3

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2.3 out of 5, based on 3 ratings and
36 reviews & complaints.
Company Profile
P.O.Box 946
Santa Clarita, CA 91380
1-866-953-2294 (ph)
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Be aware buying tickets using Miles and More
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You can buy flight tickets and make use of bonus points via the Lufthansa Miles and More program BUT be careful! Just bought 3 flight tickets for my wife and two children for our summer holiday in Spain; decided to make use of points for my own ticket, which turned out to be bad business for us: Miles and More - on some routes - make use of expensive tickets and claims accordingly tax, meaning that you will be charged extra (besides the used points).

In our case I ended up paying much more for the same ticket as rest of the family and at the same time lost a lot of my bonus points. As a consequence of that - and because Lufthansa will not refund - I have cancelled my membership of Miles And More and I have changed my business travel profile to exclude Lufthansa in the future.

Stay Away From Lufthansa Airlines if You Are Business Traveler
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Lufthansa have lost my luggage (reported) three days ago (March 27, 2011) and they still do not know when I will get it! It was just a flight from Berlin to Dubrovnik (through Munich). They had 2 hour and 45 minutes between my flights. How much more time do you need? I am business traveler and I am left just with my laptop. I can't continue my business trip since I do not have any clothes!!!! This is my second luggage lost in 10 days and both by Lufthansa!!! My previous luggage was delivered after 3 days!!! Lufthansa do not have any workable Customer Service and their response was not on a subject or informative.

Lost luggage tracing system is not responding too... They did not know where I was and where I was traveling to. My recommendation: This is not airline for business class travelers and airline without any Customer Service services!!! This is a disgrace for Germany and aviation industry!

Lufthansa -- Poor, Poor Service, Please Read
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EAST MEADOW, NEW YORK -- I'm waiting to see whether Lufthansa will keep ignoring my letter, sent 3 weeks ago. After their flight arrived late (from Geneva to Munich, July 10th), I had to sleep over in Munich and catch their flight to Chicago the next day. The ticket agent told me she'd reserved a room at a Sheraton, then barely caught up with me on my way down the elevator to say they were booked full, and I'd be at the Holiday Inn.

The next day, I flew from Munich and watched everyone around me enjoy movies...while the monitor in the seat in front of me wouldn't work for the next 8 or 9 hours. No music, no movies, no nothing. You'd think they would want to reply to my letter, some sort of token of their regret. We'll see. I tried to get their phone and/or email for Customer Relations (on their site), but the links don't seem to work there.

Poor customer relations
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Ever since Lufthansa allied with United (the worst airline in the skies) they have dragged themselves down to United's level. Yesterday I made a reservation from Los Angeles to Frankfurt, Germany - the flight I would have liked was $1,222.00 so I booked a later flight for $954.00. Today the flight I wanted is $954.00 so I called Lufthansa and ask if I could change to the earlier flight. They told me there would be a charge to make the change of $250.00 per ticket because it was just over 24 hours. I spoke to supervisor, ** and he said there was nothing he could do because these rules are made with their alliance (United once again).

The tickets are nonrefundable so I am stuck this time. However I have been flying Lufthansa every year that I have gone to Europe for at least the last ten years but this will be the last time I ever fly Lufthansa. I haven't flown United for about 15 years since the last time they screwed me so it will be the same with Lufthansa.

Items stolen from luggage
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My daughter recently flew on Lufthansa from the USA to where we live here in Turkey. After numerous delays (caused partly by the weather and so not entirely Lufthansa's fault) her luggage did not arrive with her, but was delivered to our apartment the next day. Three digital cameras which her mother had ordered as Christmas gifts were not in the suitcase when it arrived. Inside the suitcase were documents indicating that it had been opened for inspection by both the TSA in the States and by security in Munich.

We have filed a complaint with Lufthansa, but have not heard a word from them. Their customer service lines both here in Istanbul and in the States are constantly busy. If something like this has happened to you, how did you resolve it? BTW, the credit card with which she purchased the cameras doesn't cover items in checked baggage.

Excess baggage fee extortion
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FRANKFURT -- Lufthansa's check-in counter in Dubai, operated by Dnata weighed 5 bags, with weights of 24, 28, 33, 33 and 20 kg on a recent flight from Dubai to Europe. The Dnata agent stated 'you are 95 kg overweight and the charge is 20euro per kg," made out a bill and held one of our tickets until we paid the fee. Lufthansa at the destination location would only say, "how do we know you have not changed the contents of your bags." and refused to make any effort to assist in recovery of the overcharge. According to Lufthansa's web page, the limit out of Dubai is 32 kg. The per kg excess baggage charge is stated as 20euro/kg.

Unfortunately, this is only one of many bad experiences with Lufthansa. They have guaranteed seating assigments and then changed them without informing me. Their food service - sandwiches in open containers out of Dubai is unsanitary and unsafe.

Where's the Customer Service? Rude Miles and More staff!
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My first flight on Lufthansa from Brussels-Frankfurt-Singapore and here's my review:

1) Seat is uncomfortably hard and not easy to even catch a nap on.

2) My pull-out table cannot be deployed and I had to eat while balancing the food on my lap.

3) This is a long flight and there's no personal entertainment system and it was impossible to watch anything on the small shared TV from my first row without spraining my neck!

4) The fare is equal to or more expensive than other airlines offering superior services e. g. Singapore Airlines, BA, Quantas or SAS.

5) Lastly, there is no number for you to contact Lufthansa for providing customer feedback. I wonder how serious they value customer feedback. I had to write and fax my feedback to them and it's been a few days. I can only hope to hear from them (I will provide an update here once I hear from them).

The only positive note on my trip is the crew. They were pleasant and nice, comparable to Singapore Airlines.

Unfriendly Lufthansa Flight
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I have come to usa -Sanfrancisco as a tourist from india -Dehli on 25th nov.07 by Dehli-Frankfurt Lufthansa flight and United Airlines UA901 from frankfurt to sfo. I had chosen Lufthansa this time thinking it is a high standard airline caring decently the customers and my journey will be comfortable and enjoyful.M y dream of enjoyful travelling vanished during the journey especially from frankfurt to sfo due to No Customer Care AND air Hostess rude smiles.

It was a journey of 24 hrs including 7 hrs waiting at frankfurt .Ihad requested for a indian non-vegetarian food and it was confirmed to me as Asian food/hindu meal with non-veg chicken atthe time of booking tkt as well as at checking time.Iam unable to understand why food served was hindu vegitarien meal.When I asked air Hostess where is chicken ,there was no reply . I refused to take food .There was no concern to the airhostess .She told me you have to be without food for 9 hrs journey .Idon't understand the behaviour and the humanity lost by the flight staff ,at least she could bring something or pacify me .I was so much tired of the journey and the way the food service was dealt,Iaked for a can of bear,the air Hostess asking me 5 dollers.what is this.After spending so much money for the air tkt ,you have to pay for a small drink .I decided not to travel by luft hansa/United Airlines any time in future.I felt regret and cheated to take this airline. I may think of other flight even I have to pay a little more.The Lufthansa flight timings are very odd from dehli which is at 3.00 AM .
I hope something on the Hindu meal (non vegetarian ) to be focussed ,the air line should understand what customer desires,and it should be clear .Also there should not be any charge for a drink for passengers travelling a long journey .
sp mago

Bait and Switch/Customer Service
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FRANKFURT -- I wish I had the problems the other reviewers did instead of the ones we experienced.
First, we purchased 4 tickets from the Lufthansa website, paying Lufthansa rates for what we expected to be a premium German flight--comfortable seats, good food, etc. In fact, Lufthansa sent us on a bankrupt airline. When we left at San Francisco, The bankrupt airline was so inefficient at issuing bording passes and checking baggage that it took 3 1/2 hours to service the twelve or so parties in our line. We barely made the gate and had no lunch. But, it got worse. On our return flight from Rome through Frankfurt (which actually was on a Lufthansa airplane), the flight was delayed--not Lufthansa's fault for the delay--Frankfurt had fog.
However, when we were dropped off in Frankfurt, along with hundreds and hundreds of others going through their hub, there was absolutely no customer service to help us get rebooked. In fact, we were misdirected away from the Lufthansa agents to the agents for the bankrupt airline, only to find that when their plane left, so did all their personnel. From 1:30 pm until 7:30 pm we stood in all sorts of lines trying to get rebooked. We went through immigration on misdirections so many times we no longer had to show our passports--the guards just waved us through--laughing at us.
I was one of the lucky ones--I went to a Lufthansa agent in a "transfer" line (while my companion waited in the regular line--hundreds of people long). As a result, a kindly soul took pity on me and gave me a pass to get rebooked and a hotel room in the Business Class line. Like I said, it only took us 6 hours. I ran back to get my companion--she was still several hours back in the regular line--and we got out of there. One couple waited in that line for hours only to be told that since they had used frequent flyer miles to upgrade to business class, they had to go into the business class line and start all over (a mere 1 1/2 to 2 hour wait).
If you choose to fly Lufthansa, watch your ticket and carrier closely to make sure that you fly on the airplane you want. In San Francisco, the real Lufthansa flight passengers on their real flight for which we purchased tickets were quickly and easily boarded.
Also, expect no customer service or help. When we got to Frankfurt the first day and complained about the bait and switch, Lufthansa told us to present ourselves in person in New York City.
Don't forget that during all this, Lufthansa had our luggage including all toiletries etc pursuant to new TSA guidelines. Nothing like putting on sweaty dirty underwear the next day for a 12 hour flight home.

The rudest airline in the planet!!
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HONG KONG -- My father, my brother and I went to Hong Kong for a vocation a while ago. We flew there with Lufthansa airline. It was the first time we used Lufthansa but it was the last time ever too.

The journey between UK and Hong Kong was fine but when we left the Hong Kong International Airport, the Lufthansa's ground crews treated us EXTREMELY poorly. We were told between 3 of us, the total luggage have gone 6 kg over our limit. The ground crews said to us we HAD TO PAY EXTRA for the additional weight. We tried to associate with the crews and hoped that they could let us go without paying extra money, but the crews did not accept our request. In fact one of the crews, Pui Yee Poon (Ivy Poon) even humiliated us in front of the other crews and customers, she said our tickets were CHEAP TICKETS, we've got to pay the exceed weight. She even said it loud that she knew where we got the tickets from. We were shocked and embarrassed with her comments. I don't know if our tickets were what she called 'Cheap Tickets', but as far as I am concerned I purchased the tickets via a travel agent and it was the travel agent suggested us to go with Lufthansa. Anyway, we ended up paying two thousands and something Hong Kong dollars to cover the extra '6 kg' luggage.

Besides I was also not impressed when we were boarding I saw some Lufthansa staff standing next to the gate with a BATHROOM SCALE. They asked people to put their baggage onto the scale then again most of them were told they were over the limit and had to pay extra to cover the baggage. The staff just acted ridiculous and so unprofessional!!

When we got back home in the UK, the nightmare had not yet ended; I discovered some contents of my luggage were damage. I flew between UK and Hong Kong with several other airlines before and I never had any damage with my luggage. I guess it was because my luggage had not been handled properly (I mean someone had dropped or thrown my luggage during the journey). So I wrote to Lufthansa in the London office to complain the damage and the humiliation from the ground crew. I received a couple of replies for the London office regarding the damage. The office offered me some money for the damage but they did not say anything about our embarrassing experience in the HK Airport. I take that my complaint to the crew did not go any further and she still works as usual for Lufthansa in Hong Kong.

After all Lufthansa decides to ignore the problems and carry on the inferior customer care, the majority of customers just take their business elsewhere. I am sure the competitors would love to see that!!

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