Lufthansa / LOT Airlines Complaint - LO398 Flight Cancellation
1. When it was my turn after lining up for quite a while to rebook my flight, I asked the LH staff what is my compensation since EC regulations indicate that passengers have a right to claim. She just told me that the flight was operated by LOT and not LH. That's it. For me, that is not the proper response. I've booked the flight thru LH and LH is the marketing carrier and I expect LH to take responsibility.
2. I am disappointed that LH staff did not even consider my previous seat preference when she rebooked my flight. I am in Business class and I expected the LH staff to respect my previous seat selection or at least ask me. Note that my previous seat selection was not yet taken. I have to go to check-in kiosk to change the seat myself.
3. I was given a lesser known hotel and is farther than the other 2 hotels near the airport. I am a Loyalty member and I am booked in Business. They were not considered.
4. EC regulation dictates that I have a right to 2 phone calls or e-mails. The hotel does not offer free internet and does not even have bottled water in the room! I have to use my own phone to make international calls to inform my family what happened and I even have to pay for water.
1. When I've approached a LH staff asking for directions where B2 counter is, the staff was not pleasant and with a hand motion, she just pointed towards a general direction. As I am not familiar with airport layout, I've tried asking for more directions but was answered with a rather unpleasant and rude response saying just go ahead. I'm not happy with this behavior. I expected courtesy from staff.
2. While lining up to have my flight rebooked, there were also a couple of other anxious and worried passengers who don't know what to do with the flight cancellation. They've tried asking the LH staff and LH staff was very disrespectful and sarcastic. She goes something like - "we will rebook your flight, you have to wait and don't worry you have lots of time... you have until Monday to wait.". I believe this kind of comment is not appropriate. I understand that during flight irregularities, things can get overwhelming. Treating passengers rudely however does not help the situation.
I have already email Lufthansa twice and LOT once and that was 3 weeks ago. Until now I have not heard back from them.