Lufthansa Complaint - Bait and Switch/Customer Service
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.
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