Lufthansa Airlines Complaint - Non Existance Of New Business Class Service And Disgusting Customer Service From Lufthansa
Have you tried to contact lufthansa customer services only to be ignored completely, amazingly this company does not have a direct contact number for their customer service dept in any country worldwide. All you can do is write a letter or send them a fax, which is then ignored. I did manage to get some contact from them but only after I sent an email to the companies directors.
Company directors emails are as follows,
I wrote to them regarding a complaint relating to their advertised business class seating, it simply does not exist as advertised. Do not be fobbed off by these people.
for details of my complaint see below, in the meantime enjoy busting their balls, I will continue to do so until I get very very old.
I am fortunate, my cousin is a lawyer and he is taking legal action against them so will wait and see.
Dear sirs, I am writing to you to express my disgust with the lack of customer service shown by your company. I have been trying to contact your customer service dept to register a complaint regarding a flight in January.
I have faxed my complaint to the address shown on your website and have still not received even an explanation or even confirmation that my complaint has been received.
I would hope that one of you would be able to give me some kind of response, in the meantime I will be writing to the TTG to advise my colleagues in the travel industry of the shocking customer service that can be expected from your company.
I did call your company in the UK only to be advised that there is no telephone number for customer services, I can only assume that this is in an effort to discourage customers from raising complaints in the hope that unhappy customers will go away and forget about it.
Please see below a copy of the fax that was sent your customer service dept.
Dear Sir / Madam,
I find myself in a somewhat frustrating situation, I have worked in the travel and tourism industry for nearly twenty years and for the first time find myself writing a letter of complaint. Having so many years in the travel and tourism industry I find that I am more patient than the average customer and certainly more understanding when it comes to “problems”.
As part of my role I travel extensively on business and vacation and was persuaded by a colleague to look at travelling with Lufthansa when taking my recent vacation. I have not travelled with your company before and had experienced several problems with one of your Star Alliance partners ( Tap airlines - Late departure of flights ) so was initially sceptical, my colleague however was quite persuasive and advised me that in his opinion the business class offering on Lufthansa long haul was exceptional.
I went to your web site and sure enough the description of the business class seating and the photographs shown were impressive. It clearly stated on your website that this new business class was being rolled out on your fleet from May 2004, indeed the only photography of business class seating that was shown was of the new style flat bed seating.
As I would be traveling in January 2007 I felt that it would not be unreasonable to expect to receive the service and style of seating depicted on your website in April 2006, I therefore went ahead and made my booking, reservation code xxxxx.
My flight details are as follows;
Manchester – Frankfurt LH4853 January 16th
Frankfurt – Bangkok LH782 January 16th
Bangkok – Frankfurt LH773 February 13th
Frankfurt – Manchester LH4850 February 14th
When I boarded the aircraft in Frankfurt I was disappointed to find that rather than the heavily advertised new style business class seating, I was seated in a standard business class seat, this seat I found to be quite uncomfortable. The main reason that I booked with your company being your new style of business class seating. As I am six foot six I struggled to get comfortable on the seat, I was determined however not to let this mar my annual vacation.
On my return flight from Frankfurt to Bangkok (LH773) I was to be doubly disappointed, on boarding the aircraft I found to my dismay that once again your company had failed to deliver its advertised product and the style of seating in no way resembled the seating that you heavily promote on your website. I was allocated seat 25C, as you are no doubt aware there is a bulkhead directly behind this seat which prevents you from fully reclining your seat. The seat reclined to roughly the same level as an economy seat, I was able to confirm that this seat did not recline fully by comparing it to the level of recline of the passenger seated in 25B.
To further compound my unhappiness there was a young baby seated in row 24 who was unable to settle and spent the majority of the flight screaming quite loudly, I realise that this is something that is totally beyond your control but when added to the fact that I was seated in the most uncomfortable business class seating that I have ever experienced it led to a truly awful flight, certainly one that I would not recommend to friends and colleagues.
I look forward to some kind of explanation as to why the service received was not as advertised and would expect compensation for the inconvenience and discomfort that I experienced.
I am frankly outraged that a company of your reputation could allow such blatant misrepresentation of its services on its website and I am sure that this is not the first time that you have received a letter commenting on the misleading contents of your website.
As mentioned earlier I have many years experience in the travel and tourism industry and am fully aware of my rights as a consumer, should I fail to receive an appropriate explanation and offer of compensation I will have no hesitation in contacting the relevant consumer watchdogs and ombudsman.