Lufthansa

I booked my family emergency trip (extremely urgent) from SFO to India, just one night prior to the departure. The reservation code was **, and departure was on January 26 at 9:05 PM. I reached at Lufthansa kiosk, at exactly 7:55PM. There were only one counter open and only 2 Lufthansa staff members were there. One of them was K. **, who was extremely rude and very unprofessional. She doesn't know what is customer service. One another passenger was checking in, and he took about 5 minutes. My wife talked to K. **, and asked to check me in quickly, because it's already 8 PM. She said the flight is closed, and she can't check me in. We said there's still 65 minutes left in the departure, and according to Lufthansa policy, the passenger can check-in within 60 minutes. She did not listen, and just started lecturing us that we should reach at least 2 hours before the departure.

We tried to convince her but she did not listen. Then, we requested to talk to her supervisor, to which she refused. After insisting for 10-15 minutes, she called her supervisor, and she said we got here late. We told her that we reached the counter at exactly at 7:55 PM, and was talking to these ladies for the last 10 minutes, but she did not listen. Me, my wife, and my brother all begged them that this is not our fault, but they did not listen. In the end, I got call from the flight manager, who was very rude, and said, "you Indians always make excuses, and he can't let me check-in, because I got there later than 60 minutes. I told him that I am an American citizen, but he did not allow us to check-in. That's completely unprofessional and unacceptable from an international carrier. I am going to a Alameda County consumer court to fight this unprofessional/unethical behavior, and racist remarks.

My last flight with Lufthansa was horrible. They manage to not load my luggage in the same plane for both flights-outbound and inbound. The return flight was diverted because of weather but we waited 7 hours for the carrier to unload the luggage. Unfortunately, after 7 hours waiting in poor conditions, I found out that my luggage wasn't in the same plane with me.

It is disgrace to keep people to wait so long time, 7 hours to unload the luggage! They want to just apologize now after all this lack of care, disrespect and disgrace. I will never fly with them again!

Our flight has been cancelled without any refund from Lufthansa and despite our efforts to recover expenses for paid tickets and relevant associated expenses the customer complains department with registered complain FB-ID ** does not reply. Further efforts to contact Lufthansa locally (in Nicosia, Cyprus) did not change anything. Kindly note that the complaint is pending since May 16, 2011 and Lufthansa is absolutely inappropriate.

I would like to report an extremely exasperating and embarrassing incident checking in at the Lufthansa business class desk at San Francisco International Airport on December 9th, when my pregnant wife and I were traveling to Frankfurt on a Lufthansa flight. We had booked our tickets on May 11th, 2011 and before travel, I had confirmed our baggage allowance at least 3 times with Lufthansa agents prior to the date of travel. Lufthansa confirmed that with my Star Alliance Gold status, I would be permitted an extra piece of check-in luggage in addition to the standard check-in policy of two pieces that was in effect from Nov 2010-June 1 2011.

On the day of the flight, we arrived at the check-in counter 2.5 hours prior to our flight time with our baggage to check. To start out with, the check-in agent said he could not check in my luggage and the current policy was only one piece per passenger so I asked for the supervisor. The Supervisor who attended to us was Mr. Alkan **. Mr. ** was extremely rude and condescending right off the bat for no clear reason. I showed him a printout of the baggage allowance policy from the Lufthansa website, which I brought with me which stated the baggage policy for tickets booked prior to June 1, 2011. He got mad at me for presenting him the document and said he did not trust a printout.

Since he discarded the credibility of that printout, I showed him the baggage allowance policy web page on Lufthansa's website itself, on my laptop which I pulled out in front of him. This seemed to make him even more agitated and he started raising his voice at us and embarrassing us in front of Lufthansa staff and other passengers in the check-in line! He just refused to acknowledge the number of bags we were permitted to check in prior to the change that took effect June 1 and kept insisting that we need to go by the current baggage policy regardless of when our tickets were booked despite clear verbiage on the Lufthansa website stating otherwise.

After that, Mr. ** said something very explicit and totally discriminatory! His words, "I deal with a lot of Indians like you everyday and I don't have the time to go over the new baggage allowance policy with you. The policy changed in June and even though you booked your tickets before that, the new rule applies to you. You are wasting my time". I would request you to take note of every word he said and how shocking it was to hear a ground crew staff member of a world class airline talk like that to a customer! Thereafter, while I was requesting him to talk to us in a civilized manner and not make derogatory statements, he walked away from me and invited the next in line to come up to the counter.

After that, he suddenly did a personality switch and spoke in a extremely nice tone to another lady passenger speaking to her in a foreign language which sounded middle eastern right in front of us. Although we were checking in permitted number of bags, a normal part of traveling experience became extremely insulting, upsetting and disrespectful for us! Mr. ** kept talking rudely to us the whole time and created a completely stressful environment for my pregnant wife, something I felt very helpless about.

I had a bad experience with the boarding team in Jeddah on 8/1/12 while traveling on LH591 with destination to Ottawa .First, they did not give me boarding pass to my connection from London to Ottawa. They said the system was not working. They did not warn me about the long distance between Gatwick and Heathrow airports which really needs to have boarding early. Second, the luggage did not reach with me in Ottawa although they gave me the sticker was written to Ottawa. Then, in London, they told me I should receive it in Gatwick airport. The one responsible in the boarding desk (Mohamed **) did not mention any of these things, although I noticed the problem while boarding and I told him this is his responsibility and Lufthansa's.

I paid for a taxi to catch my flight in London as I was not prepared for this long Journey and was not informed by the boarding team. I lost time to search and make a complaint for my luggage, then it did not come yet and I don't know in what condition it will reach me.

I started my flight on Lufthansa from Jeddah LH591 on 8/1/12. On the boarding desk, they were very late and they gave me two boarding passes of my three connections telling that I have to take the third from London without telling me about the long time between the Gatwick and Heathrow Airports and the short time between the two flights plus they accepted to make luggage receiving in final destination. But I was surprised in Heathrow that it will not accompany me in flight LH5522 and that I should have to get it myself from Gatwick Airport.

I traveled from DFW to HYD via Frankfurt Germany on September 16th 2011 and I was really happy with the service that I received from Lufthansa Crew. However, on my return flight from HYD to DFW, the service that I received at the HYD airport was not the same. When I checked my bags in, the lady at the counter told me that I would need to pay $650.00 for checking my bags in. I tried to mention to her that it was incorrect and she left me with no option to pay for the baggage in order for me to get into the flight. After a long conversation going back and forth I thought it would be best for me to pay for it and call Lufthansa Corp and deal with Customer Service.

When I wanted to pay for the $600, she said that I would need to a different counter to pay and when I went there it was chaos. The credit card machine would not work and I had to wait over an hour to get that resolved. Finally the manager came and said that he would have to run the transaction manually and he could not find the forms. He asked me to go to the gate so that I would not miss the flight and right before the flight was leaving, he called me out of the line that I was in and made me sign the manual papers for the charge for baggage claim. Who in the right mind would charge $600 for checking bags. I think it is basically ripping off customers because they don't have a choice if they have to fly your airlines. Please look into this and call me if you have any questions. I want to file a claim in the small claims court or at least talk to an attorney. Thank you.

I am not buying Lufthansa Ticket anymore. I bought my round trip ticket form Canada (Montreal) to Tehran online and I came back to my country for few weeks. I had my E-ticket with me in English. I needed a confirmation for my departure time in my language,Persian, (I needed this conformation for some business paper work to reimburse my travel expenses). I went to a travel agency representative for Lufthansa Airline in Isfahan (Address: Shafagh Agency, Sheikhsadoogh St, Isfahan, Iran). They did not help me at all. Although my E-ticket and departure time was confirmed by the manager of the agency, he kept saying that we do not give you the confirmation unless you buy the ticket directly from us (I am not sure maybe this is only for their commission ). That is not professional. Next time I will not buy ticket from Lufthansa because I will have hard time to get this confirmation and reimburse my expenses. I do not want to deal with these people and waste my time.

Me and my partner have booked a flight with Lufthansa airline to Bangkok. This is my first time taking a Lufthansa flight, and I was looking forward to this flight. Unfortunately, due to the flood in Bangkok, it is not advisable for anyone to go there if not needed, considering that the country is in need of help. When i called up the Lufthansa helpline, they stated that I can change my flight date ( I can't change destination as it looks like they only fly to Bangkok from KL?), with hilarious amount of charges. If I ask for a refund, I can only get back my airport tax, which is very minimal.

Many of my friends around have booked to Bangkok, as well as with other flights, and some are even taking budget airline. all of them were allowed to change the dates, without extra charges, For Lufthansa, the explanation given is, Bangkok airport is not flooded, so the flight is not canceled. I wonder, how on earth did they managed to come up with that kind of reason. What would me and my partner do in the airport?

I am very disappointed with Lufthansa. I can understand if my cancellation comes from personal reasons, and they don't refund me, or charge me if i want to change dates. It seems like what Lufthansa cares for is, as long as the plane can land in the airport, you are on your own. Well, no more Lufthansa!

My last flight from Rostov (Russia) to Tampa (FL, USA) at 10/11/2011 brought me several problems: 1. I paid $91.23 to LH baggage control (Rostov,RUSSIA) without any questions. Then I was stopped by Russian border control. They asked me "what I have in bottle inside one luggage?" I said, "it is liquid nature medication." They said, "You should pay for that." My answer, "I'm not going to pay. You can take it." They said, "you have choice, pay $15.00 cash or miss your flight." I was scared and had to give cash $15.00. No receipt! 2. I had no chance to see my baggage condition in all airports, including airport destination (TPA). My baggage was delayed.

3. 2 days later TPA service delivered my baggage, and I find out that it was damaged. Inside 2 expensive collection gifts have been broken. Delivery man refused to sign report of damaging. My real total expensive (without moral compensation) is $91.23 + $15.00 + luggage ($350) + gifts ($100). LH sent me cash $100.00. LH sent me new luggage instead of damaged one. It is not enough.

I got miles for one direction of my flight, but not the other. Both were economy class, but Lufthansa said they don't award miles to some ticket classes (Y vs T class ticket). How would I know this booking on Expedia? Why do they nickel and dime customers? Why piss us off? Just give me my ** miles! Screw them, please avoid Lufthansa if possible.

I have been a Krisflyer Gold member for years and travel with almost all airlines but the experience with Lufthansa has been the worst for me and my family. We made a booking with Lufthansa for the family to Bangkok from Kuala Lumpur this 16 Nov 2011. Unfortunately, due to the flood situation in Bangkok, it would not be possible for my family and little children to travel to Bangkok for holiday within 2 weeks so I rung up Lufthansa to help cancel or postpone base on the current situation. It was really disappointing. Lufthansa won't allow to make any changes even with the current situation. The Lufthansa staff said plane can still land in Bangkok even though Bangkok is flooded. Bangkok urgently need flood relief and recovering so how to you expect my family to spend our holiday? Would they say that if it was going to impact Lufthansa executive family? I was totally shock and sad that Lufthansa would never be on top of my list of airlines. Lufthansa=Doesn't care, customer!

When I arrived back in San Francisco from Namibia (through Frankfurt) on 10/11/11, part of my baggage did not arrive as it was still in Frankfurt. A couple days later, it arrived but the luggage was damaged. A metal case had been pried open and someone had tried to get into the contents. Now, Lufthansa advised that they don't want to pay for the damage.

On Tuesday, October 11, my wife and I were flying from Florence, Italy to Frankfurt, Germany on flight # 313. It was delayed for five hours and we were given incorrect information several times. This was one of the most unpleasant incidents in several hundred thousand air miles and is just the opposite of why my wife and I chose to fly Lufthansa. I think it would be appropriate if you made a modest contribution in miles to my mileage plus account with United Airlines, **, as a compensation. Please let me know if you agree. Thank you.

My flight from Madrid to Munich was delayed for an hour with no explanation. I was re-booked to another flight the next day without consulting me. I think your company owes me compensation. Otherwise, the service and the staff were excellent.

July 12, 2011, from Bergen of Norway to Copenhagen: We were on standby status. Our agent got seats for us (32E and 32D); other group members didn't have problems for boarding. July 13, 2011: Arrived at Copenhagen airport from Radisson Blu Hotel at 4:25 AM at the Lufthansa boarding pass counter. The agent couldn't figure out the given information on us and couldn't provide boarding pass. She asked us to wait till the ticket office opened by 5:15 AM. The ticket agent spent so much time that the gate was closed for the 6:00 AM flight, as originally scheduled. She blamed us at being late to visit her ticket office. In the mean time, my luggage was sent to Norfolk, VA via Dulles Airport. Finally we got boarding passes.

July 13, 2011: Upon arrival at Frankfurt, my wife and I went to Lufthansa. Three different counter agents at B-22, A-x and C-16 told us the same reason that we were not booked. Finally, the agent at C-16 told us that we are booked to Philadelphia. No one mentioned that we were rescheduled to Philadelphia and not to Dulles. We were scurrying around the concord A, B, and C for 2 hours and 40 minutes when we got to the Gate 61 carrying 2 hand bags. Boarding pass agent at Gate 61 initially denied us boarding and later he consulted with the flight manager on the problem. The flight manager allowed us to get our boarding pass for the 7:00 P.M. flight. July 13, 2011, US flight 3581 from Philadelphia to Norfolk: We arrived in Norfolk airport at 8:40 P.M. We would like to request a written explanation for the case of passenger neglect/abuse and a financial compensation for the hellish experience that I described above.

The problem: Our party of 5 was required to pay for our second piece of checked luggage. Our ticket was booked through UA with the privilege of being able to take 2 pieces of checked luggage for our party of 5, the flights ended up being on LH.

I am a frequent flyer with Star Alliance partner UA and have silver status. United even at the airport told me that if I would have been on their flight, that I would have had two free bags for each. United tried to accommodate us on their flights, but at such short notice, there was no room. They seemed to be embarrassed about how we're treated, too.

I wouldn't have shown up with the 5 extra bags at the airport. I would have chosen another more cost effective method to send them or not taken them at all. I was not prepared to pay for them and now I am caught by inconsistent ruling between the Star Alliance partners. I have flown with other Star Alliance partners, including LH, this year and always have received the privilege of 2 free pieces of luggage up to 23 kilograms each.

We arrived at CLT airport shortly after 15:00 hours for our check in. Once LH took the luggage, the lady at the counter informed us that we had to pay for 5 pieces of luggage. I was totally taken by surprise and also did not have $350 with me. I claimed that they should be able to go for free. The lady asked her team leader, Angelika, who said that we had to pay. I asked if she could check with the station manager and she said that this person was busy and that I could talk maybe at the gate with this person, but I first had to pay to get on the plane. She assured me that I would have no chance. She also said that I was 'lucky' to have been able to take two pieces on earlier flights, including other Star Alliance partners.

I asked for LH to hold my luggage and walked over to UA/CO to check with them. They confirmed that I was able to take two pieces of 23 kilograms free for each person in my party (they even verified it with their paperwork at the counter). The manager acknowledged that the luggage issue had been an issue of difference in Star Alliance meetings, but she said that LH should honor our privilege.

UA/CO was finally able to talk with the LH station manager, who rejected the request. UA suggested paying first and bringing the complaint to LH, UA, and the Star Alliance.

I returned to the LH counter and said that I would need to use a credit card to pay and the lady agreed. As she was processing our luggage, Angelika came up and asked her, right in front of me, to stop processing the luggage since I had indicated before that I didn't have the money. Then she required the payment first before finalizing the processing of the luggage. I was amazed that Angelika did not trust her colleague and would embarrass me so publicly.

Before making a complaint, I'd rather talk to people in person about something like this. She responded very defensively telling me, "You don't want me to lose my job, do you?" She also didn't want to give me her name or anything in context of wanting to follow through on the issue. She handled herself for the rest correctly, but very short, with no intention to help us.

There was no consideration for the customer or her colleague. Her colleague tried to help quickly so the luggage still would make it to the flight and she helped us even at the gate with our three children. The luggage must have been pretty late at the plane since one piece didn't make it to Bremen and had to be delivered the next afternoon to our destination in the Netherlands.

I paid $350 to Lufthansa, which they're refusing to refund, standing by their own airline policies, disregarding Star Alliance partnership in helping customer who is caught between different rulings and interpretations. Lufthansa is still advertising proudly the Star Alliance, but in my opinion, it's not honoring or willing to work with situations like ours.

My wife and I are frequent business class travelers on Lufthansa. I have received most of my miles, whereas my wife has received hardly any. I have sent many complaints on their website with the only response to send the original boarding pass and then, maybe we will get the credit. I have only six months to claim, in which we have been, but when no one responds, it's hard to get it closed.

I spent almost $70,000 on airfare with Lufthansa and to be treated like this is a crime. I have sent them all the itineraries and my account page with my wife's but they still can't seem to figure out how I got from Riyadh, SA to Los Angeles, but was able to continue on to Maui, Hawaii and back to Riyadh. This airline needs to take care of these issues. The unfortunate part is I don't have many choices or I would consider a change.

I traveled from Boston to Athens. In Frankfurt, due to stomach problems, I missed the flight for Greece. This was on the 17th of August. They told me that I cannot change my ticket because it was cheap. The ticket was bought in Greece from a travel agent in June. I had checked in and was in the bathroom. I heard from other flight announcements about passengers that had to proceed to their gates. My name was never announced for my flight. As I went to the desk to get another ticket, there was no one from Lufthansa to help me. After 20 minutes, when I found someone from the airline (a man and a woman) and asked them, they told me that they do not speak English. I tried to call the airport in Greece but Lufthansa's desk did not pick up the phone. Several hours later when I got in Greece, I found out that my luggage never left Frankfurt. Even if I did not miss the flight, my luggages did not travel.

I am writing to file a complaint against Lufthansa purser Mr. Jan **, who was working on flights no. LH 411 and LH 410 on August 18 and August 30, 2011, from JFK to Munich and back, on which I traveled with my adult son (and our family dog).

The circumstances were as follows:

On the flight to Munich from JFK (# LH 411) on August 18, about two hours into the flight, my son tried to recline his seat a little bit, as the passenger in front of him had her seat reclined all the way. The passenger behind my son kept pushing with his knees into his back preventing him from maneuvering the seat at all. My son politely asked what the problem was and why he was pushing with his knees. At that point, the passenger, who had been drinking the whole flight, became belligerent, and started yelling that if my son reclines his seat it will disturb him. My son pointed out that it is not unusual to recline a seat a little in mid-flight and told him he could do the same, as the passenger in front and many others had their seats reclined as well.

In response, he yelled that he did not care who does what and that he does not want a reclined seat in front of him. At that point I asked the passenger to lower his voice and not be so aggressive. A flight attendant came by and politely asked my son not to let that man provoke him and that we could change seats if we wanted to. We responded calmly that there is no need to change the seat as long as the gentleman stops pushing with his knees and yelling in an abusive manner. After that, we considered the incident to be over.

Several minutes later, Mr. ** came to our seats and in an agitated manner told my son that he will let him recline my seat only after the lights on the plane are out. To my surprise, I did not say a word to the visibly intoxicated and loud passenger behind us, who started the incident with his rudeness. We said OK, as we did not want any further problems but were surprised at Mr. **'s reaction only towards us and not to the passenger behind who continued to ask for and, receive more alcohol. A while after the lights were out, the passenger and his companion behind us continued drinking and talking very loudly among themselves, and I asked another flight attendant to ask them to talk a little lower. The flight attendant agreed that they were being obnoxious, asked them to be quieter and after that there were no further exchanges or disturbances for the rest of the flight.

On August 30, as my son and I were about to board the plane at the gate in Munich, Mr. ** approached us and asked to have a chat. To our shock and bewilderment, Mr. **, referring to the flight to Munich on August 18 in a very condescending and belligerent tone of voice proceeded to berate us for disturbance caused on that flight for 6.5 hours and in front of the fellow passengers threatened to handcuff and arrest me if anything goes wrong, if we as much as touch the bag in which our small dog was traveling with us. The mention of the dog was even more perplexing, and completely out of context, as the dog was in no way involved in the incident on the flight on August 18. It was kept according to the regulations listed on the Lufthansa website, did not even bark once, and no passenger or flight attendant made a single complaint or comment about it, except for an attendant politely asking us at the beginning of the flight to keep the kennel on the floor during the take off, which we of course did (and were about to do anyway), as we have traveled internationally with the dog numerous times. We are well aware of the regulations and never had an incident.

Mr. **'s tone of voice and his completely unprovoked threats of handcuffing and arresting were deeply insulting, humiliating and frankly, frightening. Of course we did not want any trouble and did not protest, as the idea of being handcuffed and arrested, especially for no apparent reason, is scary. We calmly proceeded to board our flight, which went without any complications, although we were extremely upset, frightened and traumatized by such display of belligerence and incompetence by a Lufthansa employee.

I cannot speculate on the reason why Mr. ** chose to approach us in such a threatening manner, but I can attest in all truthfulness that he was not by any means provoked by me, my son (or the dog) and that his attitude and threats caused deep insult, terror and psychological trauma for the entire flight back to JFK. My entire family and I have been flying various international and domestic airlines for years and years, and not once had an incident with anyone.

I strongly urge you to look into Mr. **'s attitude and his judgment; it was insulting, threatening, provocative and most importantly, completely inadequate. I believe that he completely misread a rather mild situation, failed to identify a problem and instead of putting out the fire and calming down parties, tried to escalate the situation and then tried to create a new and more serious conflict almost two weeks later, when there was absolutely no reason to do so!

I trust that his attitude towards us was an isolated incident and does not reflect your company's otherwise stellar crew and general attitude towards passengers, as Mr. **'s behavior was in complete contrast to every other Lufthansa employee's professionalism, courtesy and friendliness that we encountered on the flights, in the airport, or on the phone while booking our flights.

I look forward to your timely response and expect some kind of action against Mr. **, as well as an assurance that such nonsense and unprofessionalism will not take place again. I am an internationally respected physician and do not appreciate to be insulted and humiliated in such a way. A patient or a colleague of mine could have easily been on the same flight and seen as I was being threatened to be handcuffed and arrested.

Should you have any questions please feel to contact me at ** or write to me at the address below.

I do not know how Lufthansa staff supported their account of the ordeal but there are witnesses and cameras that can verify what happened on the said date. Please note that, although we arrived a few minutes before the check-in closed, there was enough time to have checked us in. People who arrived for check-in after we did were checked in and allowed to fly. As I am unaware of what Lufthansa's definition of ample time is, I cannot comment on that.

I had taken the time to find out if visas were compulsory for my children's trip and found out they were not. I assumed that since Lufthansa is an international carrier with a strong presence in Nigeria; Lufthansa staff would have up-to-date information on the travel requirements to Nigeria. Unfortunately, that was not the case.

I understand that Lufthansa places more premium on its bottom line than customer welfare that is why Lufthansa has insisted on not honoring our request for accommodation and welfare. I was neither asking for a five-star hotel nor an outrageous amount for welfare. All I needed was a place I could put up with my family and money to buy food for us and the babies as well as medicines for my father. I am thankful to God that even though my father had a relapse and the doctor had to change his medications, he did not need to be hospitalized, although he still needs to get home as soon as possible for a complete evaluation.

We were rebooked free of charge, I agree; but that was the very least Lufthansa could do being that we were denied boarding due to the misinformation of Lufthansa representative at the check-in counter. That being the case, the rebooking did not cost Lufthansa any cash outlay. On the other hand, the delayed travel has cost me a lot. It has caused me to acquire a huge debt and I was supposed to start work on the 29th but I am now uncertain as to how this will affect my job. It has also taken a toll on my parents' health and almost led to my father's demise.

I declined to fly with AirFrance where I am a frequent flier because a friend recommended that Lufthansa had better service. I have found that untrue because on the outward trip, I booked for a guide to meet my father at Frankfurt but he wasn't met and when I called customer service for a refund, I was told that my father was supposed to have asked for the guide service when he arrived. At the time of booking, I was told that someone would meet him at the gate with a placard/board having his name on it. I passed on the information to him but when he found no one there, he proceeded to walk to the transfer gate being unaware that he had to ask for the service.

However, I sincerely hope that there will be no issues on the new travel date, September 2nd 2011. It is understandable and regrettable that this will be the last time that I, or anybody I know, will travel with Lufthansa as we are all upset that Lufthansa is denying responsibility for this mistake.

Lufthansa would stand to learn a lot about corporate responsibility from the Johnson and Johnson Tylenol case.

My father and I traveled from Mumbai to Denver via Frankfurt last month. When we arrived at the business class check-in counter at Mumbai Airport on April 23rd at 11:30PM for checking in for flight LH 757 (scheduled to depart at 2:50AM on April 24th), two of the first/business class counters were closed without any explanations. There were just a bunch of luggage stacked in front of those counters. When we stood in what appeared to be a short line on the remaining business class counter, it took almost an hour to get to the counter (with just 3 people ahead of us). There were Lufthansa ground staff wandering around with a smile on their faces, but no explanations were forthcoming regarding the cause of the delay. When I asked a Lufthansa staff member nearby about it, she said there was some "computer slowness" and offered to find out more and then never came back.

My father needs a wheel chair to travel and he had to stand in line for nearly an hour! The biggest problem is not the so-called "computer problem", but the lack of clear communications or proactive help from the Lufthansa ground staff. The least they could have done is check our reservation and offer a wheel chair for my father while he was standing in line! Airlines such as Air France have people in Air France uniform outside the airport helping Business and First class passengers get inside the airport! I'm not necessarily asking for that (though that would be helpful), but some basic courtesy from the Lufthansa staff to help older passengers cope with excessive delays! Instead of just standing around smiling and expressing their helplessness due to computer related problems, they can actually provide active assistance.

Then after check-in, we went to the Lufthansa Business Class lounge at Mumbai Airport. During check-in, the Lufthansa staff member couldn't input our frequent flyer information. He told us to get it done at the Business Class lounge. At the lounge, there was a lady named Ms. ** at the counter. When I requested her to input my father and my frequent flyer information in the ticket and reprint the boarding pass, she said there was no printer at the lounge and someone from the check-in counter would need to bring the reprinted boarding passes to us. After 30 minutes, I checked with her again and she said it would take "some more time". After another hour, my father and I needed to head towards the gates and hence, I followed up with her again. This time, she became irritated and hostile and rolled her eyes at me. When I explained to her that the entire reason for us traveling business class was to make our travel a bit easier and to avoid these types of problems, she said she "understood" but that she didn't have a choice because there was nobody to bring the reprinted boarding passes to us.

During the conversation back and forth, she became rude.When I told her that I expected better customer service, she said she was the manager there at the lounge and had been working there for 5 years and if we weren't happy with the service, we could take our business elsewhere. I even asked to speak with another supervisor and she rudely asked back "do you see another person here?". I then told her again that other comparable airlines had a lot better service, she sarcastically responded "Oh yeah? Thanks for the information. You are free to travel with those airlines then!". At that point, she was straight-out yelling at me and I had to tell her twice to lower her voice and change her tone, but to no avail. She repeatedly yelled, "You can do whatever you want, you can complain to whoever you want my name is Ms. **". Finally, my father and I left the lounge without the reprinted boarding passes. We finally got the information updated in the Lufthansa Business Class lounge in Frankfurt where the staff seemed a lot more knowledgeable, professional and have a printer under their desks.

It appears that Lufthansa ground personnel in Mumbai such as Ms. ** lacks basic training about how to speak with customers (let alone, those who spend a lot of extra money to travel in business class). And if people like her end up being "managers" at Lufthansa, I'm fearful to deal with other less senior Lufthansa staff members. I'm a Star Alliance Gold traveler and have traveled a lot internationally. This is the first time an individual calling herself a manager at a major commercial airline has yelled at my face, admonishing me for asking her more than once for something as basic as a reprinted boarding pass! I also travel frequently in other airlines (especially Air India and Singapore Airlines) and this experience with Lufthansa made me walk away thinking how much better these airlines are (especially Singapore Airlines) in the tactful and polite art of customer service! Needless to say, those airlines will be my first choice for future travel as Ms. ** advised more than once. I do understand that problems and delays could happen at any airport and for airlines, but lack of basic training has left Lufthansa ground personnel at Mumbai Airport unable to cope with the pressure nor able to deal with subsequent passenger frustrations.

I am writing to report how I was ripped off by Lufthansa. I planned a trip to Europe this spring and had the bad fortune of choosing Lufthansa as the carrier. The Travel Team at Wells Fargo Rewards booked a flight for my girlfriend from San Francisco to Frankfurt and return. I bought a ticket from United Airlines which was the operator of the flight from SFO to Frankfurt. United later contacted me to let me know there has been a schedule change so that our return flight would no longer fly via Houston but would fly directly to SFO from Frankfurt. I immediately got in touch with the travel team at Wells Fargo to have them change my girlfriend's return flight to fly directly to SFO.

This is where my troubles started. I was unable to change the flight for some unknown reason even though I was prepared to pay a change fee. Finally, I asked the travel team at Wells Fargo Rewards to cancel the entire flight. They did and told me that I would have the fare I paid, a little over $900, as a credit towards another flight with Lufthansa. The rule was that the same passenger would travel with the credit and it should be with Lufthansa airline. I thought that was a reasonable rule.

However, we decided we would take a trip to Paris, and why not? We now have a credit of about $900 we can apply towards a ticket for my girlfriend. We called the Travel Team at Wells Fargo Rewards to book the flight for this trip through Lufthansa. The fare to travel from Frankfurt to Paris and return was $431. The travel team told me I need to pay a change fee of $250, which I thought was also okay. However, Lufthansa would not allow them to apply the credit I have towards the change fee. Not only that, once we buy the ticket for $431, we would also forfeit any balance left over on our airline credit.

I could not believe that I have to pay $250 to use a credit I have with the airline and also forfeit my balance. In other words, I pay the airline additional $250 and leave another $469 (a total of $719) plus the ticket fare of $431. My ticket of $431 would cost me $1150 because the airline is Lufthansa!

This is a ripoff to end all ripoffs. I travel a great deal and have dealt with many airlines. I recently had a similar situation where I had to cancel a United flight. They gave me a credit for the full fare less a change or administrative fee. When I applied the credit towards another ticket, they gave me a voucher for the balance. Contrast this treatment with Lufthansa that not only wants me to forfeit any unused portion of my credit but to also pay them additional $250!

I spoke to some one who says he is a supervisor at Lufthansa. This is the most customer-unfriendly person I have ever spoken to. He parroted a rule that say I need to pay a change fee but could not explain why this change fee can not be offset against my credit. When I explained that the credit is actually my money and that I have plenty of it to cover the change fee, he simply parroted the slogan that I need to pay a change fee again! I realized I was dealing with a robot or some one incapable of independent thinking.

It is unfortunate that Lufthansa cannot operate a policy that makes them look customer-friendly even if they are not. I am a frequent traveler to Europe and use Lufthansa flights. In the last year, I flew Lufthansa seven times! In 2011, I have already flown Lufthansa four times. I doubt that I would want to partake in this "privilege" any time soon. I would also make sure no one I know would, since the airline has shown itself to be nothing but a customer ripoff.

The airlines lost my baggage. They found it and delivered it to me after 5 days. During that period, when I called the lost baggage department, they said I can buy whatever toiletries and clothes that I want and they will refund it as per their rules and regulations. I will just have to submit the bills of whatever I purchased.

I did what they said. I purchased some stuff and scanned them the bill as was said. After 3 days of no response, I mailed them again. They replied to me saying, "We are in receipt of your mail and would like to express our sincere apologies for the inconvenience caused to you due to delayed delivery of your baggage; however, this was due to adverse weather conditions in Europe. Unfortunately, we were unable to open the attachment you sent us in the mail below." So, they asked me to courier it. I did again as was said, but I also attached the courier bill to it as well.

Now, it's been 5 days since they received the courier, and I haven't heard anything from them. I have mailed them a couple of times but it was no use. I tried calling them and they said I had to email it to their ID, and I keep mailing them but that was no use as well. Now, I don't know what to do. Please help me claim my money that I used to purchase for items that I already have in my luggage for my personal use because they asked me to. Please and thank you.

Our baggage is lost from a Lufthansa flight from Frankfurt to JFK. Lufthansa refuses to file a missing bag report. At the airport, no Lufthansa offices were open on our day of arrival on 28 Dec 2010 to file a report. On the phone, they said not to go to JFK but to do it online, but then, they took down the online system. Then, they said to do it over the phone, but later retracted that as well. They then said to call their office in JFK, but no one answers the phone or returns calls. We have no recourse here and our bag has been missing for 10 days. No one at Lufthansa will help us. We have valuable items and personal effects in our bag that we are unable to access--worth $1,000.00.

I was refused a seat despite having a re-confirmed return leg for LH flight from HCMC (Saigon) to Bangkok on November 21, 2010. If you had a similar experience, you may want to send an official complaint to Luftfahrt-Bundesamt **. As for me, I will never book a Lufthansa (and due to poor previous experiences I may add Air France) flight. The concept of customer care seems frightening and alien to this company. I booked a new flight.

My complaint is primarily about Lufthansa Flights LH920 from Frankfurt/Main to Nuremburg (30 August 2010) and LH943 from Nuremburg to Munich (10 September 2010) which were parts of my trip from Washington Dulles and to Nuremburg and back.When I called Lufthansa to book 2 tickets, one for an adult the other for a 15 month old child I told the sales representative that I am a little bit concerned about the long duration of the flight from Washington to Frankfurt and a connecting flight to Nuremberg.

I asked for any accommodations that would make the trip easier for me and my child. All that the sales representative could offer me was either one adult ticket and the option to hold the baby in my arms for the entire flight or two adult tickets.When I asked if I could buy a ticket for a 2 year old child which is 70% the price of an adult ticket, she replied I wouldn't be able to purchase such a ticket since my child is only 15 month old and thus, does not meet the 2 year requirement for this discount.

Later on, I found out from a flight attendant on flight (LH414) Munich to Washington, that Lufthansa offers baby beds on their flights on request which would make the scenario of me holding my baby on my lap during the flight less cumbersome. However, at the time of my conversation with the sales representative, this was not disclosed to me and therefore, I had no choice but to buy two adult tickets. Had this information been available to me at this time I would have not purchased a second full price ticket.As a side note, before my conversation with Lufthansa, my domestic partner spoke with another sales representative asking the same questions as I did. He was offered a 30% discounted ticket (i.e. for 2-year olds). I was therefore very much surprised not being offered the same ticket when I called later that day.

Why is it that the offers being made by the sales staff depends so much on who you talk to and in what mood they're in? To me, such working practice and customer service is highly unprofessional. But this only gets better. The connecting flight, Frankfurt / Nuremberg (LH 920), experienced a 20-minute delayed arrival of the aircraft. When I arrived by bus at the aircraft somebody is supposed to take my stroller and place it into the cargo area. However, since it was a rainy day everybody was hiding under the aircraft's wings and nobody helped me with the stroller. I had to yell at a Lufthansa personnel to have somebody assist me, while I'm carrying a baby, the stroller, and two handbags.

Upon boarding the aircraft I was approached by two very unprofessional and rude flight attendants. Flight attendant #1, who was greeting the passengers, handed me a seat belt, not explaining the purpose of the belt and the requirement to use it with small children on Lufthansa flights. Not being told otherwise I used my FAA-approved seat belt (CARES, Child Aviation Restraint System) purchased in the United States (for children weighing 22-44 lbs) for my child (27 lbs).

Shortly afterwards, Flight attendant #1 approached me and demanded to remove the CARES seat belt from my child and use the loop belt instead. Since I was not aware of any wrongdoing, I asked her why she wants me to do that. Without explanation, she just rudely replied, "Because I said so", and walked away. I was in shock and I just couldn't believe that kind of behavior. Without having received proper information, I did not remove my CARES seat belt from my child. A few minutes later, I was approached by flight attendant #2 and she told me the same thing in a very offensive manner. She also demanded my child to be on my lap for the entire flight. I told her that I purchased two tickets and, therefore, assumed that my child could sit in her own seat. I once again asked for an explanation for her request. She replied, "Because I said so", and ordered me once again to hold my child on my lap for the entire flight.

To avoid any escalation, I removed my CARES seat belt from my child and placed her on my lap. I tried to put the Lufthansa loop belt on but, lacking proper instructions from the flight attendants, I was unable to. Then, I asked flight attendant #2 for assistance but was instead confronted with rude remarks. I was left to my own devices by the Lufthansa personnel and had to figure out on my own how to attach the loop belt to my seat belt.

She handed me back my ticket, but refused to give me back my daughter's. I had to raise my voice in order to get back my daughter's ticket. A few minutes later, Flight attendant #2 came to me and apologized for her and her colleague's behavior.

When the aircraft landed I asked flight attendant #1 to arrange for me to have my stroller available. She told me to go to the baggage claim and pick up my stroller there. Since this was their last flight nobody would be able to hand me the stroller at the front door of the aircraft. Thanks to Lufthansa's uncooperative staff and poor service, I had to rely on fellow passengers help with my two handbags while I was carrying my baby.

On my return flight from Nuremberg / Munich (LH 943), I was running into problems again. While checking in my luggage and stroller I noticed that the address tags were missing on the checked items. So I told the lady at the Lufthansa Economy counter to hold on for a moment while I attach the tags to the checked items. When I finished attaching the last tag to the luggage, I turned around to address the lady, but she was gone! So, I asked the person at the First Class counter if her colleague will be back soon. She said, no. I asked her to check my luggage, but she refused, even when nobody was in line, and told me to go five counters down and have them checked in there. That's what we did. This situation could have been handled more customer-friendly by the Lufthansa staff.

Finally, we were about to board the flight Nuremburg / Munich (LH 943). After passing the gate, I encountered a steep stairwell leading to the waiting bus downstairs. The employee checking the boarding passes should have known that I would never be able to go down the stairs with my hand bags and the stroller, plus the baby. There is an elevator available, but it is only operable by authorized staff. Once again, Lufthansa's negligent staff and bad service had me ask a fellow passenger for help and assistance in carrying the stroller, my baby, and two handbags three flights of stairs down.

On the positive side, on my flight from Munich to Washington (LH 414), I met very friendly and caring Lufthansa flight attendants. One of the flight attendants on this flight assisted me with my daughter and installed the baby bed that the carrier provided, so she was able to get a good sleep. This attendant was surprised that no Lufthansa representative told me about the baby bed that you can request for long flights and was even more disturbed when I told her that I paid full price for my daughter's ticket to enable her to stretch out when she gets tired and needs to sleep.

I ask Lufthansa to refund me the price of one adult ticket for the trip Frankfurt to Nuremburg (LH 920). As described above during this flight, I was forced to have my child sitting on my lap for the entire flight although we had two tickets and the loop belt is required only during take-off and landing. I informed Flight attendant #2 of my wish to have one adult ticket refunded and she advised me to contact Lufthansa. Until today, November 18, 2010, I have not heard back from Lufthansa Customer Relations.

I traveled on Lufthansa Airlines, flight number LH 417 from Washington, Dulles International Airport to Kolkata, India on September 28 and arrived in India on September 29. I had two checked in baggage, while I reached India, I lost a few personal items including two dress, one luggage strap, one luggage tag and two shorts. I asked the airlines to reimburse me for the lost items. However, they refused paying me for the lost items despite their negligence. They told me that since I had not filed a local complaint at the local airport in India upon arrival, I cannot be compensated for the lost items.

Can you suggest any legal advice that I can take against the airlines? I am completely in a fix. I live in AA county in Maryland.

I am a tiny business owner. I booked a round trip flight from Boston to Europe on Lufthansa's website for a business trip, 8 weeks in advance for $780. The change fee is stated as $250 and no refunds after a grace period of 24 hours. As it happens, we had made a simple and stupid calendaring error in the office which we discovered 24 hours after the booking. I called Lufthansa to explain that it was an honest mistake and could we please adjust the departure and return dates to slide the whole trip by 1 week. I had already checked those dates on their website as being available and at the same price on the same set of flights. Lufthansa representatives which I called twice, one who spoke with their supervisor refused to change without charging the $250. They kept repeating that it is past 24 hours, even if it is by a few hours. I pleaded that the trip was 8+ weeks out, what difference did it make 24 or 48 hours.

I pleaded that this was so far in advance and obviously a calendaring error and they would in fact sell my vacated seats at a better price already so it was not a cost but win-win if they could be flexible just a tiny bit but no. I understand that the reliability and predictability of all processes is important in any business but this I call pig headedness. So we will pay the fine and Lufthansa thinks you will make $250 profit. But Lufthansa can rest assured, I will throw every additional demand and every inflexibility I can imagine as a customer in Lufthansa's way on those flights. Will I kindly pick up my trash? No. Will I avoid spilling coffee on the empty seat next to me? No. Will I care for their business? Well, being as I might, knowing all business is difficult and can use a break, no because they do not care for my business's well being. Do they not realize that as with any business, you end up losing more than the pithy $250 when you treat customers unreasonably and unfairly no matter what may be the written policy? I will make them pay for that unfair $250. This is no way to create customer loyalty.

On 14 Sept. 2010, from Manchester to Beijing, I flied with Lufthansa company. As I have flied with this company a couple of times, I really like this company. However, this time, I felt the check in service is really horrible. A customer is important to a brand especially in the service industry. Flight companies made a lot of effort on the cabin crew service. When I saw that the cabin crews are working so hard and trying their best to serve customers, I felt that the two staff in check in desks were so irresponsible. When their colleagues were trying their best to please customers, in contrast, the two people in check in desk, Becky and another man, were disappointing lots of customers waiting in the queue using their inexorable attitude and words. A customer just exceeded the luggage weight amount, a kind advice is just enough.

They just ask the customer to take out the stuff in the luggage, which is fine. But they just purposely make difficulties for the customer, ask her take the luggage on the belt and then take off. It's 30 kg luggage, how can they be so mean? "This is not enough", the old man shouted to the customer, and intended to take the customer to the security check without saying goodbye to her friends. Usually, a hand luggage and a laptop is permitted to be taken, but the old man ordered the customer not taken the laptop, and warned her, if he liked, he can call the security. He was so proud that last week, a girl just exceeded the luggage weight, and he did not let her go. The girl finally missed out the flight and also cried to beg him.

How can a service staff behave like this! People waiting in the queue were so angry, they tried to help the girl. We are customers, we paid for the service.If we exceed the luggage amount, we can also take some stuff off, and also enjoy the service. How can they just play tricks on a innocent customer. No one deserves sarcasm and discrimination.

I am a frequent traveler who enjoys elite status with 3 major airline groups and I am a Star Alliance Gold Elite member. I was on a trip around the world for work - (my fourth FC trip 'around' since February of this year) on Lufthansa flight # 783 from Bangkok to Frankfort on 8/ 2 /10. My two colleagues and I were all on top on an old 747 and I got the only non-working seat in the cabin -- as in nothing worked. The recline would only go partially back. The footrest did not work at all! The video program do not worked. Nothing worked at my seat throughout the entire flight - not even the map!

As usual, all three of us were on Full Fare First Class tickets on an around the world fare and all the Flight Attendants (who were very nice and did apologize) could do is stick an old oven under my broken footrest to keep it permanently up and cover it with a blanket! There were no empty seats to change to! This is a 12:55 hour all night flight and I was not only exhausted as a result of no sleep on the flight, but ended up with a horrendous cold/flu as a result - from which I am still trying to recover.

When my video did not work (again) on my last LH flight # 450 from FRA -- LAX 8/12/10, I explained this problem from my last LH flight and the F/A's were horrified and asked "what kind of compensation" I was offered -- and the answer is: Nothing! My travel agent spoke with a Lufthansa representative who offered an upgrade! I consider this as unsatisfactory and disappointing answer as it is useless to me, we almost always buy First Class Tickets.

I have logged - literally - millions of miles on the best airlines in the world and I truly expected far better treatment and resolution from Lufthansa. Your in-flight crew and FC ground service are excellent, the aging equipment that does not work however is not impressive given the price paid.

We were booked April 17 on Lufthansa Airlines to fly from Calgary to Frankfurt and on to Rome to catch a cruise ship on April 19. Needless to say, the ash canceled our flight. When I tried to rebook for future flights for when the ash would dissipate, I was told by Lufthansa that they were not responsible for rebooking us. They said that because we had booked through Air Canada that AC had to rebook us. However, Air Canada was only acting as a "booking agent" as this was a code share. The rule for code share is that the operating airline is responsible for "honoring" the passengers' tickets. Lufthansa refused to budge, so my insurance company ended up booking totally new airlines to get us out on time to salvage half our cruise.

I immediately made complaints to Lufthansa and was told during our trip via email that Lufthansa eventually decided to rebook regardless of who did the original booking. But that was also not true because when we were to return home from Amsterdam to Calgary via Frankfurt, the ash closed Schiphol Airport in Amsterdam and once again our Lufthansa flight was canceled and once again they refused to rebook us. They said it was up to Air Canada but Air Canada does not fly out of Amsterdam!

When I reminded them of their previous decision to "rebook regardless," the reservation supervisor just laughed at me. They staunchly refused. They kept saying it had to be Air Canada. But I could not get through to Air Canada on the phone, so called their sales department. It was only then that a sympathetic person in sales took pity on us and arranged, somehow, flights for the next day on Lufthansa as a code share to get us to Frankfurt to catch Air Canada and home.

When the sales agent, in her anger, called Lufthansa to demand an answer to our deplorable treatment, she was told by Lufthansa that they had enough trouble "looking after our own passengers"!!! We were their own passengers. Code share is a joke! First of all, the word "share" is meaningless. These airlines want their share of money but won't take responsibility for passengers. I will never fly Lufthansa again, ever! Letters sent to the CEO and other officials have gone unanswered. They think they are untouchable. I have also made a complaint to the EU Passengers' Rights Commission. The one person who corresponded with me on email only had excuses about the ash. While she told me about the change of heart to "rebook regardless," she never could tell me why that was not in place in May in Amsterdam.

I want Lufthansa to apologize and I want them to play by the rules. That is, they have to be responsible for the people who are their passengers. I want that in writing so that people know what to expect. This is an arrogant airline with arrogant agents and inflexible attitudes. I am sure they want all the money coming in, but they don't want to spend any going out (i.e. rebooking) where they can get paying passengers. Something has to be done. More people need to complain and perhaps embarrass them.

I had to withdraw over $10,000 from retirement savings to pay for new flights. While I was reimbursed by insurance, this kind of thing only increases insurance premiums. We also missed half our cruise. If we had been rebooked to fly out the day airports opened, we would have had two more days on the ship and seen two more ports. Emotional damage was extreme because of the frustration trying to deal with an inflexible airline with no logical explanation for their actions.

Ever since Lufthansa allied with United (the worse 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 asked 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 the supervisor, Dave, and he said there was nothing he could do, because these rules are made with their alliance (United once again). The tickets are non refundable, so I am stuck at 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 ** me, so it will be the same with Lufthansa. I am now stuck with the flight I didn't want.

My elderly parents have a 12 hour layover in Frankfurt. I have pleaded with Lufthansa and offered to pay anything for the lounge access for them, but Lufthansa flat out refused, because the lounge is only for the passengers with "special status". Lufthansa is an inhumane company that does not care about its customers. Shame on them. This is physical distress for 2 elderly people.

I live for 30 years in the Middle East and travel yearly 1 to 2 times to Switzerland and 2 to 3 times to the Far East. During all my travel during these years, I did never experience anything similar to what happened to me on the above flight. My wife, who visibly is pregnant (7.5 months) and I boarded flight LH 620 about 2 hours after the scheduled time.

Beside the delay caused by the fact that the plane arrived late from the USA as per the Captain's explanation, everything went smooth and we got our reserved seats. The flight took off, we got our apero and our meal and I enjoyed a movie and later on a second movie. After the trays had been cleared my wife was looking to get an additional glass of water and I intended to have a final whiskey cola, that I would consume well ahead of the expected arrival time.

I indicated my wish to have some additional drinks to a stewardess passing by. She in turn indicated that we should wait until the duty free sales would have been executed. Well, I waited and it seemed this duty free sale took an extraordinary long time and seemed to be very important to the crew. After a while, as hardly ever any stewardess was visible, I pressed the button that indicated that I wished to have some service.

All the while I was watching the movie, and wondering why no one came to asked me. I found that the light indicating my wish for service had been switched off. Well, I thought there must have been some malfunction and pressed it again. After a while I saw that the light was off again, a really curious situation. From my position I was able to see the area where drinks were prepared and I saw a passenger filling a plastic cup with water.

So, as I already was waiting in the range of an hour to get an additional glass of water for my wife, I got up and went to that counter and poured a glass of water. While pouring the water Ms Diana ** prompted me with a sharp voice, "We have no self service here!". I retorted that I am not getting served and took the water to my wife.

I felt like any request for additional drinks was met with resistance for reasons unknown to me but as I still wanted to have my final drink before arriving in Riyadh, I press the service button again and checked it this time more often, as I could not explain why it always was turned off before. By chance I saw a hand from over the right side of my head reaching for the switch-off button and when I turned I saw Ms Diana ** in the move to get back to the service area.

I prompted her and expressed my outrage with the question, what she was doing switching off the light without asking me what I wish to be served. She visibly felt caught in the act and stumbled: "Do you want some water?". I explained her that I wish to have a whiskey and she replied that there was only water. Well, I thought we are probably already too close to Riyadh and the crew did not serve anymore alcohol.

I was clearly annoyed by the behavior of Ms Diana **, went to the crew and asked for the supervisor or purser in order to place a complaint. I was not aware at this point in time that Ms Diana ** was herself the purser. Well, she turned up and explained me that she is the purser and any complaints I could place with her, indicating with a descending smile that she was fully in charge and I was supposedly at her mercy. I told her whether she thinks, she feels kind of superior and she better stop that smile or I may become louder.

Well, after my sharp rebuke she left and I was extremely unhappy to have been treated this way. When I saw that another passenger got a beer from a stewardess, I was surprised as I thought no alcoholic drinks would be served. When I asked that stewardess, she explained me that I already had 3 gin and tonics, which was incorrect (I had a beer for apero and a glass of wine with the meal). I asked who the person is that served me those drinks and anyway she could ask my wife what I had drunk.

She replied that she had been informed this way and she could not help me. I did not understand anymore the situation. So I talked to the steward and explained him my point of view and asked him whether I do make the impression of being drunk or what the problem might be. Well he confirmed that I seem to be ok and explained that Ms. Diana **. has a very important function for the safety on the flight and he could not do anything. As with the stewardess before, I asked him to please let me see the other purser on the plane that I would be able to place my complain.

When Ms Diana ** approached me again, I told her that I do not wish to be addressed by her anymore but she ignored me and informed me that she would hand me over to the police in Riyadh and that she had informed the Captain and whatever else in her resolute (some may say dictatorial) voice, as before. I had difficulties to understand what was going on but realized slowly that Ms Diana ** must have reported me to be disturbing the situation on the plane and threatening her or something like that.

As of this time I stopped talking except stating clearly that I insist to see the other purser. My request was denied. Upon arrival in Riyadh, deboarding I talked shortly to the other purser, Ms. ** and explained to her what a frustrating experience I went through on this flight and that this was my last flight with Lufthansa. To summarize it: My wife and I were not only not served but treated in an insulting way by Ms. Diana **; my outrage of this misbehavior was scandalized and when I was trying to place a complain and correct the situation I was threatened to be handed over to the police and refused to include another person to resolve the matter. Simply unbelievable but true!

The following is the list of Ms Diana **'s misbehavior: 1. Switching off my "request for service" light secretly, and consequently not serving my wife and me any drinks, potentially endangering the health of my wife and future child (dehydration can cause harm to a pregnant woman and her child). 2. Telling lies about my alcohol consumption towards her steward/ess in order to justify the fact of having repeatedly switched off the light without asking what we wished to have. 3. Telling incorrect/incomplete stories about me and misrepresenting the facts towards the Captain in which me the passenger seemed to be threatening and potentially dangerous and, in turn threatening me with the police. 4. Refusal to include any third person in order to avoid that the real situation comes to light.

Well, my reading of all this is, that Lufthansa either has some shortcomings in the selection of personnel, inadequate training of pursers, insufficient number of personnel on this (and maybe other) flight(s) or a combination of these three aspects. For me the subject is closed as Lufthansa does not exist anymore for me.

On 7/9/10, my 24 year old son flew from JFK to Frankfurt, Germany to transfer to Athens on a Lufthansa flight which had a 3 1/2 hr. layover. He met up with 4 of the other college kids who were all joining a group for a 25-day trip through Europe, starting in Athens. Three different airline people from Lufthansa gave the five kids the wrong gate number (written on their boarding passes) and they missed their connection by 4 minutes.

The airline people treated them terribly in the airport and they were put on standby and missed two rounds of flights because they were full. After 8 hours in the airport, Lufthansa finally put them on a flight to Rome. The parents of these college kids had to pay another $300 each for the trip from Rome to Athens. The airline that they got the tickets on was Aegean Airlines and they had to wait 4 hours in Rome because the airplane had a faulty part.

They finally reached Athens at 4:00 am on Sunday morning, 28 hours after they left JFK. It was shameful how they treated these young people when it was obviously the airline personnel's fault that they missed their connection and should have paid for their trip all the way to Athens. I'll never fly Lufthansa and will advise anyone else not to either.

I have just had the worse experience ever, since I have been traveling with Lufthansa. I was going to write the situation off as a bad day but after making my trip to Nigeria via Frankfurt I decided to write this complaint instead. The personnel you have in Frankfurt are helpful and courteous. Even Nigeria where things are difficult to say the least, were very helpful and respectful. And both cities had a real desire to help. Venezuela on the other hand is the worst I have ever seen for rudeness and complete disregard for loyal Lufthansa customers. This has got to be an embarrassment to Lufthansa. Lufthansa should be ashamed of the situation in Venezuela, I most certainly would be.

To give you some background on this situation. I live in Puerto Ordaz, Venezuela and had taken an Aserca (local airline) flight 743 to Caracas in order to connect with Lufthansa flight LH 535 to Frankfurt, Germany. In Frankfurt I was to connect with Lufthansa flight LH 568 terminating my trip in Port Harcourt, Nigeria. My Aserca flight 743 was to depart Puerto Ordaz at 13:00 and arrive Caracas at 13:50. This flight was late deporting Puerto Ordaz, it did not leave until 14:50. It landed in Caracas at 15:37. I was able to get to the Lufthansa window by 13:55. I practically ran all the way. This gave me a 1 hours to get checked in and board the flight. This is plenty of time especially since I had no baggage to check.

This is where my problems started. My first encounter was with a Mr. B. who refused to allow me to check in. After arguing with this young man for more than 15 minutes he finally called his boss, a Mr. W., on the radio to see if he would allow me to board the plane. 15 minutes is a lot of time to waste because of stupidity. He did not bother to explain the situation or help me in any way. He simply asked if he could board a late passenger. He made no attempt what so ever to assist me. This is incredible to me, that Lufthansa would allow this kind of person to represent them.

My next encounter was with a Mr. A.. The only words I have for this person is rude, ignorant and abusive. I would be ashamed to say I employed this man to work with the public. It is now 16:10 and there is still enough time for me to board the plane. I pleaded with both of these men until 16:30. It was obvious they had no intension or desire to help me. This is the worst case of indifference I have ever seen. It is completely beyond belief.

At 16:45 I asked for directions to the Lufthansa office. I waited there for Mr. W. until 18:15. It is not possible to describe this "waste of skin" without being obscene. This man is one of the dumbest, most inconsiderate human beings I have ever met, if you can even describe him as human. Since taking to this moron, I can now understand why lions eat there cubs. In my option the man is not smart enough to handle baggage. To actually turn over an airline route to him show incredibly bad judgment by Lufthansa. He was less help than Mr. B. and Mr. A. (if these names are even correct, since Mr. W. was the one that gave me these names).

By time Mr. W. arrived it was by far too late to board the Frankfurt, since the plane had departed. When I asked him why three other people and myself were not allowed to board the plan, his only answer was that we were too late, and then I was blessed with his idiot grin as if I were some piece of trash below his standings. Four people in all were refused boarding from the same connecting flight I was on and all this idiot could do was grin like the stupid moron he is and walk away as if I wasn't worth talking to. There were also problems with three Russian passengers booked on the same flight. That is 7 people with the same problem and all Mr. W. could do was grin like a fool as if he had done something great and wonderful.

I did manage to get a rebooking for the next day's flight to Frankfurt; this was not pleasant since I had to deal with Mr. A. again. The only redeeming factor of Lufthansa's operation in Venezuela is a young man by the name of Mr. Pablo A. To his credit he has always treated me very respectfully on my many trips in and out of Venezuela and there have been many trips.

Lufthansa needs to take a closer look at what is going on with your company in Venezuela. I have been a loyal customer to Lufthansa for many years. I fly from Venezuela to Nigeria every month, there are other Airlines I can use but I have always preferred Lufthansa. Air France can provide me with the same service for less money. I will be traveling from Venezuela to Nigeria again on the 20th of June. If this complaint is ignored I will be traveling with Air France from now on and I will make every effort to convince my company not to use Lufthansa in the future. While my flight alone may not be of any importance to Lufthansa, being removed as a preferred carrier would certainly get the point across. Delayed getting to my job in Nigeria. Financial loss to me and my company.

It was squashed from both rigid sides. It looked like a tractor had been riding over the suit case. Inside of my suit case everything was in a mess. I packed 2 small 100ml, dark brown, thick pharmaceutical glass bottles with aroma oils. As a result of the damage to my suit case the bottles were broken to pieces. The oil was all over. 2 pairs of shoes and cashmere jersey suffered the most. I filed a complaint in St.Petersburg Pulkovo-2 Int-l.

Article 18 Montreal Convention states:

We are not liable for damage to a passenger's baggage caused by property contained in passenger's baggage unless we caused such damage by our gross negligence or wilful misconduct. Any passenger whose property causes damage to another passenger's baggage or to the property of us shall indemnify us for all losses and expenses incurred by us as a result thereof.

Please help me to finalize my claim with Lufthansa German Airline.

On 11 January 2010, my partner flew in from Afghanistan to Germany and then Germany to London Heathrow on Flight LH4740 to find his luggage missing. At the baggage tracing desk at Heathrow Terminal 1, he was given File Reference: **/ 11 JAN 10 / 2132 GMT for his Tag No. ** and a sheet of paper with contact points for lost luggage. He was instructed to buy what items he needed until his luggage was found and delivered. He was promised he would be compensated at 50% for clothes and 100% for toiletries. His luggage was delivered to a colleague's London address within 2 days.

My partner, however, had an onward connection to Belgium and only returned to London later. Subsequently, he sent a fax to the Customer Feedback Europe fax number (0049-6969-055171) with a copy of all the receipts. This was followed up with a hard copy of the same information to the mailing address (Lufthansa Customer Relations, PO Box 1289, Liverpool L69 3AX). He waited but nothing happened. He tried calling the London Heathrow telephone number and was given the run-around. He then resubmitted all information and receipts by letter and fax and email. He received an email reply on 17 March (feedback reference number **) but no further action from Lufthansa.

My partner has now been re-deployed to Afghanistan and left the matter in my hands. I sent another letter dated 29 March 2010 with full details and receipts requesting a refund. On 9 April 2010, Lufthansa responded by email apologizing for the delay but refusing to reimburse the replaced items because the luggage had been returned prior to the date of the receipts. They stated they required proof of my partner's movements in order to reconsider his claim. My partner responded on 9 April with exact details of his onward connections to Belgium on 11 January 2010 and his subsequent movements until he was reunited with his luggage in London. Finally, on 20 April 2010, more than 3 months after losing his luggage, Lufthansa finally agreed to reimburse $115.27 for replacement items. Moral: never give up. Don't let them grind you down.

This is a claim for reimbursement of replacement purchases due to lost luggage. On the 11th of January 2010, my partner flew in from Afghanistan to Germany and then Germany to London, Heathrow on Flight LH4740 to find his luggage missing. At the baggage tracing desk at Heathrow Terminal 1, he was given a file reference for his tag number and a sheet of paper with contact points for lost luggage. He was instructed to buy what items he needed until his luggage was found and delivered. He was promised he would be compensated at 50 percent for clothes and 100 percent for toiletries. His luggage was found and delivered to him within a week.

He tried calling the London Heathrow telephone number and was given the run-around.

He then resubmitted all information and receipts by letter and fax and email. He received an email reply on the 17th of March 2010, but no further action from Lufthansa. My partner has now been re-deployed to Afghanistan and left the matter in my hands. I sent a letter dated 29th of March 2010 with full details and receipts requesting a refund. I have received no response. I have resubmitted all details on Lufthansa's online customer feedback email form and sent a hard copy by post, though this is now the 4th time of asking.

This is totally unacceptable service by Lufthansa, and we demand that the claim be dealt with immediately and the promised reimbursement made. Moral: don't check your luggage, don't let it out of your sight, don't trust anything they say, don't fly Lufthansa ever again.

Just wanted to let you know that the competition was a total scam (people using scripts, website bugs), but what was more infuriating is that Lufthansa treated a frequent flyer member like ** - mocked me via email answers, never confirmed or answered my faxes, and almost ignored me on the phone. All I wanted was them to fix the link to my nomination (stopped working after a few days), or at least listen to me.

Besides the whole competition fraud, I really believe that their mileage program is the weakest of all the ones I have (Airfrance, El Al, etc) and I get poor treatment when I try to order tickets on the phone, unlike Airfrance/KLM that talk to me like I'm a prince.

I booked three round-trip tickets on Cheap-o-air which were Lufthansa flights in May for travel in December of last year. I changed my flights in September due to personal reasons and was able to do so with Lufthansa directly. The agent told me $200 per person, and I offered to pay her then with my credit card. She said to pay that at the airport. I paid $200 per person before getting my boarding pass and asked the agent if I will have any problems on my trip. She said no and that she will note that I have paid the fees on my records. So off we go.

When it was time to come home, we checked in Genoa IT three hours early, and the agent had no problem printing our boarding pass and saw no problems with our tickets. But the agent was not able to print our final leg's boarding pass and said that we can pick them up in Munich. So we left. When we went to Munich, the service supervisor insisted that we pay this fee again.

I said I already paid and said, "How could we have boarded the plane had we not pay this fee?" She had no answer and insisted that we pay. I have put all my receipts in my check-in bag, because the agent at Genoa didn't say there was any problem. I couldn't show her my receipt, so I paid since I was traveling with children. She said that I can get my money back at LAX once I arrive and able to show my receipts.

So after all those hours of travel, I went to the counter and waited for over an hour. One of the agents, who helped me on my way out, took pity on me and my children and told me to call the 800 number. The 800 number was no help, and the counter agent told me anyway (though I waited) that they don't give refunds. So I left.

I contacted Lufthansa about this. They asked me to send in all my original receipts, etc. That was January. Not a word since, and this is now February. I called the service agent who wrote to me asking me to send in my receipts 5 days in a row last week, and there's no return calls. This service rep told me that I was supposed to pay $200 per ticket, though I purchased round trip and changed my tickets as a round-trip ticket and was told both by the agent who changed the ticket and the agent at the departure counter that it was $200 per person.

Had I known that the change was $400 and not $200, I would have made other plans to keep the original tickets. I had all that time from September on to fix my calendaring issue. Instead, I was told no problem all the way, until I had to get on the plane to come home. They were not going to let us board the plane unless we paid.

I will never fly Lufthansa again. What customer service! Really arrogant attitudes all around, except for the agents at LAX. I am really made that they did this to people unsuspectingly and took no responsibilities for not giving out right information. I still don't understand why they treat my round-trip ticket as two separate tickets. What's up with that? $620 out of pocket, for what?

I flew from Rome, Italy on business class with an MD from the American Embassy at their insistence because of my brain surgery. I stayed 30 days in the hospital and they required that I fly back with a doctor. He flew back with me to my door in Texas. When I asked them for a refund because they told me I could not fly for the time being, they told me not good enough, even they received a copy of my medical report. I told them it was the size of an orange.

We booked our flight in advance. On our return flight from Nuremberg, Germany to Frankfort, France, our flight was cancelled due to the weather in Frankfort. They re-booked us from Nuremberg to Munich. In Munich, our plan was delayed due to heightened security so passengers were delayed getting on the plane. Then we sat while the plane was de-iced for several more minutes. We arrived in Boston airport and did not have time to connect to Philadelphia on time to catch our next flight to Williamsport, PA - final destination.

We had to take a later flight out of Boston and when we got to Philadelphia, we had to rent a car and drive the last 4 hours to Williamsport, PA. We are asking to be reimbursed the price of 2 airline tickets from Philadelphia, PA to Williamsport, PA and reimbursed for a rental car due to our rerouting and delays from Lufthansa. We expect to be reimbursed in full in a timely manner. We booked these flights on Dec. 29, 2009 original flight itinerary. DOXCZM flight 5645, flight 0701, flight 4139, rental car fee is $135.81 through Avis rental out of Philadelphia, PA.

I'd like to share two disappointing experiences with you. The first experience was an overseas flight with my wife and 1-year-old daughter during, which we encountered five inconveniences including a toilet leaking into our legroom. The events are described in my letter to Lufthansa (excerpt):

In order to give our daughter as much sleep as possible prior to long flights departing in the morning, we usually check in ourselves and our baggage the evening before the flight. I called Lufthansa customer service on Saturday, September 1 to check whether this was possible and how late the check-in counters will be open that evening. The customer service representative informed me that this is possible and that the counters are open until about 20.00. This was obviously incorrect because all Lufthansa check-in and service counters were closed, when we arrived at approx. 19.00.

The next morning check-in turned out to be unsatisfactory because Lufthansa was unable to provide me and my wife seats next to each other on the FRA-LAX flight. I was instructed that this can only be done in Frankfurt. The attendant's attitude was very negligent and she called me rude.

In order to obtain adjacent seats for me and my wife, we had to consult Lufthansa customer service at Frankfurt. There were about 50-60 people in line for Lufthansa customer service and only a few customer service representatives were present. This obviously ruined our plan to have a relaxed layover in Frankfurt.

On board the airplane, we had another substandard experience. An apparent lavatory malfunction caused a stinking liquid to wet the carpet by our feet by the bulkhead. This made us feel uncomfortable and limited the available space for our daughter to move around. I was also forced to wear shoes the entire flight to avoid contaminating my feet, socks and shoes. The flight attendants did what they could to cover the smell, cover the contaminated area with napkins and close the lavatory in question upon my request. Nevertheless, this caused a great deal of discomfort and a threat to the health of our daughter.

When we finally arrived at LAX, one piece of our luggage was unfortunately missing. The second unpleasant experience was the way Lufthansa dealt with the issue. After several phone calls and exchanging letters and e-mails, I received a discount coupon. I understand that an airlines responsibility is limited to getting a passenger safely to the destination, but when substandard things pile up like they did in our case, I'd expect more than an attempt to sell more flights! What are my rights as a passenger as far as demanding adequate service goes?

THIS AIRLINE SHOULD BE AVOIDED AT ALL COSTS!!!!

Last Friday I flew on my return trip from San Fransisco to Frankfurt where I was meant to connect to Manchester on flight LH 4852.

When I arrived at the gate I was to collect a boarding ticket for this flight. The woman at the desk informed me that the flight was overbooked and asked if I would be prepared to take an extra flight via Munich and arrive a little later to Manchester in return for which Lufthansa would pay me 250 in CASH for my inconvenience.

I was given the new tickets and told to present an additional voucher she gave me at the Lufthansa desk in Manchester airport to be given the cash. After traveling for over 20 hours I was then told that they did not keep cash and I would have to send the voucher by post to claim it. THIS IS NOT WHAT WAS AGREED IN FRANKFURT!!!!!

As a result of my helping Lufthansa by taking a later flight I incurred an extra meal and drinks at the airport and a 21 train ticket home from Manchester as the person who was to pick me up could not make it later not a problem had they kept their promise.

I voiced this complaint via fax to their customer service, NO REPLY. I sent an email via their website NO REPLY.

I then sent the voucher special delivery mail to be assured you had it more expense and Lufthansa replied with a letter without so much as an apology.

More importantly they now tell me the claim was processed and it will take FOUR WEEKS for me to be paid via bank transfer. NOT ACCEPTABLE, NOT WHAT WAS AGREED OR OFFERED.

I know nothing of banking in Germany but in the UK same day transfers are common across all major banks.

Lufthansa staff in Germany and in fact wherever this happens need informing that Manchester airport DO NOT cash vouchers so that no other passenger is mislead like I was.

Today I called the Manchester office to try to get a German Lufthansa phone number that did not have german menus when it answered. She told me that the only support was via fax and web and it can take up to 3 WEEKS to get a reply!!!!!

In summary I extended an already long journey to help Lufthansa who had over booked the flight. I was mislead and quite frankly lied to to encourage me to take an extra flight. I was then ignored TWICE by ytheir so called customer service and rewarded with a 1 month wait and no apology.

They have absolutely NO telephone contacts available for customer service and their letters say at the bottom "We hope to welcome you on board soon" I very much doubt that.

NOTE: The reply from the refund office didn't even have an address on the letter.

Here in the UK the German people have a reputation for being excellent and efficient business people a Myth that has been well and truly dispelled.

Just incased anyone from lufthansa ever reads this post Maybe this is worth a read its a German definition fo "Customer service"

http://de.wikipedia.org/wiki/Kundendienst

On 3.11.2009 16:00 flight to Madrid from Ankara via Munich. My luggage was opened and it was damaged but the damage was not extensive only the lock was broken. In the hotel I was realized that my Sony W70 digital camera is missing and tried to make a complaint to local lufthansa representatives in Spain on 06.11.2009 which was not accepted. Instead the representative guide me to make a complaint in Ankara. So when I have arrived back to Ankara I filed a complaint with DTR number 12970 and I wait for one week for the denial to pay the camera which was stolen from my luggage which I gave to lufthansa during check-in. Lufthansa claims no responsibility for luggages as I was instructed from the local office and they told me that this not lufthansa responsibility. Eventhough they have high security measures for the passenger that they do carry why lufthansa don't apply same security measure for his employees or luggage transfer employees at least. Nevertheless I lost 300 because lufthansa cannot implement security for baggage transfers. I do not believe this I hope they will fix this mistake.

I, my wife, and our 3 year old daughter had to travel from Boston to Karaganda (Kazakhstan). We decided to fly through Frankfurt and Moscow: Boston-Frankfurt-Moscow-Karaganda. I bought three tickets Boston-Moscow with Lufthansa and three tickets for the Moscow-Karaganda flight with another carrier. There was a luggage issue, though. The issue was that the two airlines were not in the luggage transfer agreement. That means that once we arrive from Frankfurt to Moscow, our luggage would get stuck since there would be no way for it to make it from one plane to another. It would be dumped behind the passport control in the luggage collection area, unreachable for us without a Russian visa. For that purpose I had obtained a Russian visa, just to go outside and to check in our luggage.

When we were checking in in Boston, Lufthansa operator questioned this issue but once I explained to him how it works he checked us in for the flight. We had an overnight, red-eye flight to Frankfurt. That's where the trouble started. The agent refused to check us in on the next flight because of the luggage issue. He simply said "You cannot board this plane", turned around and walked away! There we were, exhausted after overnight flight, with no place to go, with a toddler on our hands, and the clerk showed absolute indifference to our predicament even though we were still Lufthansa customers. Maybe his grandpa used to burn Jews alive with the same nonchalant attitude, and these are just bad genes carried over, maybe it's the Lufthansa attitude. I'm more inclined to assume the latter. Anyway, I managed to get his attention, and explained that with my Russian visa I'd go outside and check in our luggage for the next flight. I swear to God it took him 10 minutes to grasp this, the guy was dumb as a rock. Then he makes phone calls. Another ten minutes on the phone. Bingo, we can go, our paperwork is fine! Ops, our plane left 15 minutes ago because it took so long for that idiot to get the picture and to clear our way. Not to worry, he says, you can board the next plane which leaves in four hours. This gives us one hour and fifteen minutes to change the planes in Moscow. HE SAYS: YOU WILL MAKE IT. Liar.

The next plane was 20 minutes late. That left me 55 minutes in Moscow to get off the plane, pass the passport control, collect luggage, check in for the next flight, pass passport control... In two words: didn't make it. I was stuck in Moscow for four days while my wife and daughter flew to Karaganda without luggage. I was stuck for four days because the next plane to Karaganda was scheduled in four days. You can imagine all the expenses I incurred.
The flight back was relatively peaceful not to count the fact that the three of us were seated in different parts of the plane! After some seat swaps we managed to be together.
Their food sucks I swear to God. This is not because of all other damage caused by Lufthansa, I say it because their food is so oversalted that it rivals Aeroflot. Lots of high cholesterol breaded crap fried in oil.

When I got back to Boston I contacted Lufthansa but to no avail. They claimed zero responsibility because they delivered us from A to B, and not responsible for the delay. So I tend to think that it's not the Frankfurt clerk's Nazi genes at fault but the company's attitude. On the other hand, perhaps the Lufthansa person I corresponded with via email was a Nazi descendant thus the attitude... Anyway, I wrote to them to &^%^ &^%, and I'm not flying with them anymore.

To finish this up, I want to stress how hypocritical this airline is. On every flight we took (4 total) with Lufthansa, a flight attendant gave our daughter a set of crayons so she could entertain herself. This is what their instructions tell them to do should there be a child on the plane. However, once we are off the plane they show no concern for the well being of the most vulnerable among us. Why care if you already got my money, right?

This all happened in September of 2008.

We booked tickets on lufthana (BAD idea) to travel on 23 Dec with a connecting flight from JHB on the 24th. When booking the ticket we were not made aware that it is the dreaded 'restricted' aka CHEAP ticket.. which was SO nothing but cheap but anyway... uncle dies and we have to go earlier to make the funeral. Steadfastly refuse to change the ticket, upgrade UPGRADE or let us pay a fee to change the dates. Nothing at all. We have just wasted over 2,000 and spent that again on buying tickets with another airline simply becuase they are backward. I am so livid and upset especially by the way they speak to you and when I asked can I write to someone or speak to someone else, NO you cannot and could not get me off the phone quick enough..will that be all madam, no madam, stick it madam! Why do we have these rediculous answers and fares in this consumerist world, I will NEVER fly with Lufthansa or anyone affiliated with this silly fare scheme EVER again. Thanks alot for nothing.

A friend living in a village southwest of Toulouse, France was diagnosed with brain cancer early last month (August). On Sept. 16 I received an email from his wife that he passed away. I received another email from her the next day about how the funeral would be Saturday, Sept. 19. Even though that was very short notice and that my British passport had expired several months ago, I thought I still might be able to make the funeral.

I first called around to see if a could get a bereavement fare, and a very helpful person at Lufthansa was able to do so. The only issue was that I really needed to get on flight LH4370 leaving Frankfurt at 8:05am Saturday morning to ensure I would get to the funeral on time, but the flight from the US was scheduled to arrive at 7:35am -- too soon afterwards to be booked. I was booked on the later LH4372 flight, but was assured by the Lufthansa representative that if my flight into Frankfurt arrived on time and if I got to the departure gate for LH4370, and there were seats available, I should be able to get on that earlier flight.

In addition to this, I was told I had to get to the British Embassy in Washington, DC first thing Friday morning (Sept. 18) before they open to have even a chance of getting my passport renewed in time to take flight LH419 from Washington to Frankfurt. I live in Boston, and the only way I ensure I would be at the embassy in time was to take the overnight bus that would arrive in Washington at 5:30am in the morning.

So many things had to go right for me to get to the funeral in time. At first they did: I was able to catch the overnight bus in time (with just 10 minutes to spare); that arrived in Washington as scheduled; I was at the embassy gate a half hour before they opened; and after initially being told that it may not be possible to renew my passport by even the end of their office day, the embassy ended up renewing it in under 2 hours. That allowed me to get to my flight from Washington to Frankfurt with plenty of time. And if the flight arrived at Frankfurt in time, I should be able get on the early flight to Toulouse.

Flight LH419 to Frankfurt did arrive in time, but it took a lot longer than I thought to get to the departure gate, A16. But I got there just in time while they were still doing final boarding. I showed the Lufthansa person, a young, lightly bearded man with good English, my ticket for the later flight and explained how and why I needed to get on the earlier flight. He said, "Sorry I can't do that" and turned away, even though there were no other customers. I said I was told I could do this and he said that was a problem I should take up with my travel agent. I said I had booked through Lufthansa, but he just shrugged. I asked if there was someone I could talk to, and he said, "Yes, you are talking to me."

I then asked if there was a Lufthansa office nearby and said there was a service center by Gate 22. I ran down to there, and the Lufthansa person there, a girl, said I could get on the flight with a change fee, and said that the other person should have taken care of it. She went to call the gate to tell them to wait for me, but by that point it had closed. Consequently, I missed the funeral, and it did not help that the later flight I took, LH4372, arrived a half hour late.

I have never, ever had to deal with or even have heard of any behavior by any airline personnel as bad as that of the first counter person.

I filed a complaint with Lufthansa about about what happened, but the email response was less than helpful: it bizarrely ignored the key point about how the gate was still open for passengers when I got there and instead talked about how "the flight was already closed"! Whatever, I will never fly Lufthansa again.

This extra expense was caused your arbitrary transfer to the plain which went to Frankfurt, therefore I claim that $150.00 be repaid to me.

I booked a flight with Lufthansa for my mother who is 70-year old from Amman to Vancouver and the flight number was Amman to Frankfurt 693 W and from Frankfurt to Vancouver 492 W the flight in September 1, 2009. when I booked the flight I requested a wheelchair for my mother because she can not walk for long time due to some health issues at that time they assured me that she will get the wheelchair in Frankfurt airport because the terminals are so huge and need a quiet amount of walk. when my mother arrived Frankfurt airport there was no wheelchair and she tried her best to reach the gate but she could not so she missed the flight. she is now in Frankfurt airport waiting for more than 32 hours with no place to sleep. I am very shocked hearing that this could happen with Lufthansa. I am hoping that is maltreatment to senior passenger is not the usual for Lufthansa and hoping that this won't negatively affect my mother's health. I am keen to take this issue further and I am considering asking for compensation for my mother.

Lufthansa makes extensive use of call centres. Ooften the employees of such call centres are not Lufthansa staff an they behave accordingly. Handling of practically all consumer/passenger complaints is OUTSOURCED. The main purpose of these outsource centres is to prevent complaints getting to the right person at Lufthansa. The outsourcing is done in countries where the wages are lower than in the USA or Europe. That would not matter if they hired competent staff! Texts in German are often not understood. Use of English is basic. As the staff in the centres is not Lufthansa they have little interest in Lufthansa matters.

Lufthansa uses the word Kundendialog - Consumer dialogue. That is where your complaints go and standard answers are provided. There is little or no supervision from Lufthansa. If you have a serious complaint about a certain station and you send it in writing to Kundendialog it is simply forwarded to that particular station and your complaint ends up with the same staff member who messed up your ticket. Generally your complaint is then fied away. If you insist you will get an answer which avoids coming to the point and is neutral to the extreme so there is never a solution.

Lufthansa seems to be extremely happy by outsourcing work to countries like South Africa. Unfortunately Lufthansa is now totally out of touch with its passenegers. It has become a cover up scam as the people in those centres are accountable to no one - or at least, they think so and they get away with it

I initially booked a ticket for my Husband and an infant ticket for my 20 month old online for a round trip flight from Charlotte to Italy. After the initial trip to Italy with her on his lap, we decided to upgrade the infant ticket to a child's ticket. He tried to do it with the Lufthansa office in Italy but they said that any child younger than 2 must be a on an adult's lap. I called Lufthansa reservations in the U.S. on 7/21 (Tuesday) and after being hung up on and holding for over an hour, I finally got in touch with someone who reserved a child's ticket and told me that the rates office would contact me by 7/23 (Thursday) with the adjusted rate. Since I received no call, I called back on Friday and the agent said that they had a backlog but the seat was confirmed and I should get a call by Monday. She basically made it seem like I was being to paranoid and there was nothing to worry about.

Monday no call, so I call on Tuesday at which point I am told she has no seat because the rates office took too long, she was bumped and her seat was sold and now she is on a wait list. No one contacted me and it seems that one was going to contact me. If I didn't call back no one would have told me. I spoke with a supervisor who says that there was nothing she could do and basically it was my problem. They couldn't put him on another flight. Well they could I just would have to pay for it. There was no "we're sorry". There was nothing that Lufthansa could do to try and help. I was willing to pay for a child's ticket. They just didn't live up to there end of the bargain. The reality is although I asked if the seat was confirmed and they said yes, it wasn't and they should have clearly stated that. They even gave me a confirmation

My flightrout was Cluj(ROU)-Munich(DE)-Split(HR) and I booked and payed my ticket in advance. When I arrived in Munich Lufthansa staff informed me that they canceled the flight to Split for undetermined time. But they did NOT take the time to inform me befor I flew there. Moreover, they didn't change my ticket in a way that I can fly back home, I had to pay for a new ticket and they wont give me my money back for the canceled flight nor for the hotel room fee (Of cours the next flight to Cluj was the next day). So the jurney was a total waste of time and money, at least from my point of view. I hope I'll never have to fly with this company again.

I travelled to chennai, India on June 2nd 2009 from Lexington, USA and i checked in two baggage. But in destination i received only one baggage the other baggage not yet come. I am under medication and those medicines are in the lost baggage, i am not able to continue the medication for more than a 10days. This is going to create serious problem. This cause has been clearly declared in the lufthansa airlines, chennai airport. Till now there is no action taken to retrieve my baggege, i never see this kind of worst worst service. They are least bother about the passenger's things and they only need a person to fill the flight seat. Other than medicines we have many valuables things too in the lost baggage.

What is the solution for this? I would recommend my friends not to go in lufthansa airlines due to the very very poor service. There is no proper response and followup for this case till date.

I have traveled extensively to 28 countries in Asia, Europe, America, Australia the past 30 years with various airlines and Lufthansa had the most offensive service. I had a business trip in Frankfurt and my employer paid for a business class ticket. I was the only Asian passenger in that compartment that day. All the flight attendants except for 1 friendly female flight attendant (who was usually serving the other aisle) repeatedly skipped me when they were distributing water, bread, pens.

With other passengers, one of the flight attendants immediately approached the passenger to hang the passenger's coat or jacket, but they never came for mine. I hung my suit jacket on the back of my seat and I doze off for 30 minutes. When I woke up, my suit jacket had been stepped on, crumpled next to the bathroom door several steps behind me. Fortunately the passenger next to me was a kind, friendly Italian gentleman from Turin. So I asked him a few times to help me ask for a glass of water which he would then give to me. Whenever I tried it myself, the flight attendants kept looking elsewhere to avoid eye contact.

Towards the end of the flight, I found that my pen was locked up in my briefcase wedged tightly in the storage compartment, so I raised my hand and asked if I could borrow a pen. The male flight attendant told me that they didn't have any. Interestingly enough, a few minutes later another passenger asked for a pen, and a flight attendant brought out a tray of pens. I cannot think of any other way to explain this other than that particular crew discriminate towards Asians.

I am well-educated (PhD in math), polite and I have never had problems with flight crews in the 30 years that I fly. I am most disappointed in the service that Lufthansa provides. To compound the insult, when I wrote to Lufthansa to report the incident, they showed no interest in looking in the matter in at all. Instead they sent me a standard response that said that they always try their best to provide the best service.

Apparently Lufthansa's best service is an appalling one. Imagine if I had to fly with them when they are not at their best. Needless to say, I have never flown with Lufthansa since that day and I have been informing colleagues, friends and relatives of this experience.

In what circumstances can I bring a small child/infant with me? Small children up to 2 years of age can usually travel for 10% of the cost of a regular ticket, but do not have the right to a seat. On long-haul routes we can offer you a special service baby baskets (basinetts) are available which will accommodate a child up to 83 cm long, and in which you can lay your baby during the journey. Reservations can be made by calling your regional service centre. They will also provide you with detailed information on this service.

This states that I can take my infant, currently aged 1 year and 7 kgs in weight, and have a basinnet arranged for with Lufthansa. On speaking to their booking personnel, specifically one Mr Ram, I have been advised that since my infant is over 8 months old, I will not be able to have a basinnet for her due to "security issues".

Why would Lufthansa refuse me this necessity, especially when my wife is travelling alone with both a 4 year old child, and a year old infant? Especially when the site mentions that this is possible along with the age limit of 2 years and a height limit of 83 cms.

Even the response from their customer service personnel (or should I say Customer NonService personnel) is very condesending and rude. If I do not get a refund in time to book another airline, i am going to have one very harrased and tired wife.

I have sent 4 mails on a weekly basis to their customer service id - Ihr_Feedback_BLC@lufthansa.com and have recd feedback saying that they will get back to me. Looking at the trail of complaints here, I guess I should not hope much. Considering that I have not travelled yet, I am currently trying to get a refund as there are much better options available.

I had a terrible experience with lufthansa staff this afternoon while checking the baggage. The staff are not at all friendly. I had a laptop bag (swiss army) and a carry on bag. I checked the carry-on-baggage in the luftansa website for guidelines and it clearly says one laptop bag and one carry-on is allowed onboard. I'm a frequent flyer with Delta, Northwest, JetAirways, KLM, Virgin,. I'm using this laptop bag for almost 5 years now.

The agent issuing the boarding pass said we could take two pieces but the agent, Diane who escorts the passengers made a huge deal about the bags and won't let me in. She went and told Gary the manager about this and he ignored this, she kept in pushing him until he came and started screaming at us. " YOU CANNOT TAKE TWO BAGS, IF YOU WANT AIR-INDIA IS THE FLIGHT FOR YOU. I DON"T KNOW WHO SOLD YOU THIS BAG, i asked him if could talk to his manager the response was I'M MANAGER AND THERE IS NO ONE ABOVE ME and he was shouting at using discriminating words.

I don't understand why they scream and shout at passengers. I showed him the laptop in the bag still he won't saying I COULD STOP YOU FROM FLYING. This was a swiss army laptop bag. Finally i had to checkin the carryon bag which had all my one-pair of dress, book. I will never fly Lufthansa again and WONT recommend this flight.

Lufthansa, which manages on multiple occasions every month to send a statement by eMail or solicitations for ticket purchases, instead informs me by post in January that miles will be taken from my account in March. Interesting. Someone who was away from home 272 days during calendar year 2008, and who has been in the former Soviet Union (let alone other countries) for 3.1 of the first 4.8 months of this year including right now must be sure to catch that one piece of post that has the warning in it that Lufthansa will steal my miles.

In sum: Lufthansa has no problem sending me eMail multiple times each month asking for business but, when it comes to sending important information about my account, Lufthansa chooses to send this by bulk post which has every chance for being missed, getting tossed out, or being lost. Wow. But, typical.

The last time Lufthansa harmed me was in November 1997. At that time, their ineptitude cost me USD 1,284 - which, despite the manager saying in public at the ticket counter Lufthansa would reimburse to me, once I was out of the terminal and away from public scrutiny, they reneged and never returned. I simply did not fly Lufthnasa - for five years.

I have informed Lufthansa that, fortunately, I have options for my transatlantic travel and travel among Europe, Russia, and the CIS. If you have been harmed by this inept, uncaring, mendacious company, then I suggest that you explore your options and consider any other carrier. While the others may (or may not) be bad, you know that Lufthansa is bad. So, why give them any business?

its 20 days now have not heard from them. i suggest you dont fly with them at all and on top of that my seat was E55. when i get in the plane i found some seating in it. spoke to him. he refused to change. how ever its my place written on the ticket. i told the crew. they said to me OH just grab an other one! cant believe it because the person was german and im not. I WLL NEVER EVER FOR EVER FLY WITH THEM.

Do yourself a favor, never use this company. I have never used a sight to vent because i always am treated right as the customer, but this company is really an example of how not to do business. I fly July 7th, I hope this is all the fun they have in store for me. If not I will update. LUFTHSANA CLEAN UP YOUR ACT, I DESERVE BETTER!

Lufthansa is the worst airlines I have ever flewn. My husband and I flew from Chicago to Chennai via Frankfurt. The staff at the boarding gate were not very friendly. There was no one who would even greet you with a smile. One staff didnt even know that he was supposed to get our I94 while we leave the US and he was talking as if we were wrong.

As we boarded the flight, we were looking for our seats. My husband had to move back to give way for an elderly women who was coming in the opposite direction. His backpack went very close but didnt hurt the small kid standing right behind him but the staff who was standing nearby started screaming "You are going to KILL the child!! You have such a big bag." Big words to say and we really didnt expect such a welcome onboard.

Not even one air crew member was very friendly and they got angry when we asked them to change our drink. When my husband was waiting near the restroom, he was just flipping a book and crew member came, picked the book from my husband's hand and just said sorry and walked off. She could have said "Sorry sir, this is not for guests" or whatever instead of just taking the book from his hand and walking off. These are little things but really annoying way to treat guests. I've heard Lufthansa doesnt have good service but now I have experienced it. I will never fly Lufthansa again.

we miss our cannon camera in lufthansa airlines in 25th jan in connecting flight. that flight was shicago to frangfurd. pls help me for search this camera.

only missing

I'm writing regarding my last experience with Lufthansa, concerning my sister in Boston's Logan Airport on the 18th of January 2009. We were flying with Lufthansa for years, and they've had a wonderful experience until recently. This last encounter, however, was very unpleasant. My sister was traveling with two pieces of baggage, a carry-on bag, and a small purse. The carry-on bag was a standard Liz Clairborne bag. It is the size of a standard male backpack. During the check in, this bag was tagged as overweight and oversized. She was willing to remove extra weight (her other bags were far below the allowance limit), but was not given this chance (window #68).

We were upset and confused, and on the spot we were told that in order to transport her carry-on bag at all, we needed to check it, and to pay an additional $200. We paid the money. There was about an hour until boarding began for her flight, though, and so we waited near the roped lines in front of the gate, drinking tea and exchanging final farewells. After seeing other passengers with carry-ons the size and exactly the same bags as of my sister's move to the security checkpoint we felt injured, but wanted to be mistaken. We spoke with the Lufthansa officials a manager and employees who politely but surely evaded our questions (which were asked with neither avarice or anger) by answering them with stock answers, immediately redirecting us to this mailing address.

Why could she not simply remove the weight, when the carry-on could so easily fit either in front of or underneath her seat? We mailed the complaint to the NY office - just to receive a stock email, which did not address our question. That definitely was our last trip with Lufthansa.

a lot of stress and $200 charge

I flew Business class from Bombay to Munich to San Francisco. In all these places business class passengers pay to use the business class lounges. In Bombay they gave me an invite to a lounge and there was not a place to sit..there was only warm beer to drink and there was nothing to eat. No one seemed to care. i complained and I was just brushed off.

I complained in munich and they just told me to on line and complaint. When I reached San Francisco I tried to complain and I was brushed off. Then I tried to make a complaint on the official web site. That web site did not allow you to file a complaint. I called the Miles and More number and they told me that I had to send an e-mail to Lufthansa. I told them that the web site was not working, so they told me try later.

Finally the internet Dept asked me to send an e-mail to usacure@dlh.de. I did that and to date my e-mail has not been ackowledged. Lufthansa were very quick to charge me a change fee of 1000$ when i asked for my destination to be changed from Montreal to San Fran. I am now asking them to give me a refund of this change fee as compensation for not giving me the business class priveleges that i paid for and also making me run from pillar to post to get what is due to me

On November 9, 2008 Lufthansa canceled a flight to Germany. Then kept everyone waiting in line over three (3) hours, just standing. Then in my case, they DUMPED MY CHECKED IN LUGGAGE on the departure floor by their counter (two pieces, 50++ lbs each) and a Lufthansa lady demanded that I pick them up. I could not -- physically could not. When I asked for a luggage cart, she rudely retorted go get one. Then when I went to the counter to process my ticket (after standing in line over three hours ) she called Airport Security and LIED ABOUT unattended Luggage. Security ORANGE announcements were being made on the air intermittently.

Lufthansa Employee LIED. Her lie resulted in: A dozen Airport Security personnel being tied up to attend two pieces of luggage that were Lufthansa's responsibility. Passenger paid $4.00 for a Luggage cart to retrieve his luggage, which Lufthansa should have handled to begin with. Lufthansa has been dragging feet with respect to this complaint.

My son was returning to Portland from Madrid on Dec 13. He had two suitcases (medium size, not heavy), a carry-on bag, and a student backpack. He was prevented from bringing his carry-on piece on board (as per policy). The agent required that he pay 165 Euro ($235 US) to check his carry on bag (though it fell within the allowable size and weight for carry-on luggage per their policy).

Upon his arrival, the agent at Portland confirmed that he had been erroneously charged and referred us to the Customer Relations Office in New York. There is no phone number, so all correspondence must be via email. They have declined to consider our request for a refund even though the Portland Lufthansa representative indicated they had charged him erroneously.

$235 refund would be nice.

My son was returning to Portland from Madrid on Dec 13. He had two suitcases (medium size, not heavy), a carry-on bag, and a student backpack. He was prevented from bringing his carry-on piece on board (as per policy). The agent required that he pay 165 Euro ($235 US) to check his carry on bag (though it was not large or heavy). Upon his arrival, the agent at Portland confirmed that he had been erroneously charged and referred us to the Customer Relations Office in New York. There is no phone number, so all correspondence must be via email. They have declined to consider our request for a refund even though the Portland Lufthansa representative indicated they had charged him erroneously.

Four hours after there was, allegedly, no one home in Aberdeen, the bag was miraculously back in Heathrow, almost 600 miles south. DO NOT FLY WITH THESE IDIOTS. It is almost impossible to speak with anyone who is not in a call centre and who has a clue, or even answers the phone. However, here is the phone number of the Chairman of Lufthansa's office, Herr Wolfgang Meyrhuber: +49 696 96 88 12

My son starts his exams on Monday, all his exam notes are in the lost bag.

However, when I got to Luftansa, they charged me $200 on my credit card to take the keyboard and stowed it beneath . . . as a result there was damage to the keyboard and I was out $200 MORE dollars which United never charged me. I feel that this rebooking happened as a result of nothing I did and that I should not have had to be penalized additionally for this. I feel they should reimburse me the money they charged me. And, they were very rude about the whole situation.

My mother had come from India on a return Lufthansa ticket from Kolkata to San Francisco on 1-Sep-08. She was due to return on 26-Feb from San Francisco. But, on Oct-15, I called up Lufthansa to change the return flight on 4-Dec-08 from Jfk to Kolkata. I was told that the fare difference plus change in dates would cost me around $400-odd. I agreed to the deal and provided them my Credit Card number and subsequently, made my plans for MCO-JFK for 3-Dec and my hotel stay for 1 night. But, on 20-Nov (after more than a month of re-booking and less than a fortnight before the flight departure), Lufthansa called me today and asked me to pay $930 difference (instead of the originally agreed $400-odd). This has put me in a spot and has sent my mother's vacation plans to India for a toss. At this late an hour in the day, I am not able to find any other airlines at a reasonable rate.

I have to pay $500 extra to catch the flight now. If I cancel the travel now, the hotel booking for $200 and her airfare to JFK for $200 is forfeited. Also, if I change the airlines, I pay a significantly higher amount for the change.

Our flights were all covered within the package. We flew to Frankfurt and boarded a flight to Istanbul for the cruise connection. While boarded and buckled in, the flight crew including Purser and Pilot came to us and advised we could not fly with the. This was a paid and booked flight. Reason given was my spouse had an allergy to "bell peppers" and meal service included these items.

We were not interested in meal service. My spouse, a retired RN carries medication and is prepared for an allergy problem if it occurs. We were escorted off the plane and told customer Service would look after us.

Eventually, we were successful in obtaining another flight later in the evening with Lufthansa, in Business Class but had to pay $3,700.00 Can to meet our cruise in Istanbul. We were travelling Economy Class and no seats available for 5-7 days minimum. we would then miss our cruise and lose $11,000.00 US.

The same meal service was on the later flight. No Economy seats available. We had to pay.

Since we were escorted off the flight for an allergy, Lufthansa errored in their judgement. They are not medical experts and did not wish to discuss this any further. We should be reimbursed for the added costs etc. They have refused. They wish to now refund $237.00 each for the initial flight.

Is this complaint something which falls into your mandate? Otherwise could you advise who can assist us. We have been treated very poorly for no fault of ours.

copy of email to CEO below.

----- Original Message -----

From: elwin *****

To: Lufthansa

Cc: ************@cta-otc.gc.ca ; Oceania Cruises

Sent: Saturday, July 26, 2008 4:33 PM

Subject: VRZ3NK *****, Judith & Elwin

Attn: Wolfgang ******** CEO Lufthansa German Airline

We have returned from our well planned vacation which included a Black Sea cruise with Oceania. Being very experienced travellers we ensure all reservations, connections, and booking of air are firm and in place, and follow up to ensure no changes have occurred. Being proactive reduces/eliminates most unexpected glitches.

Well, Mr. ********, Lufthansa has certainly topped the list for the unexpected, and in so doing, has seriously erred. My wife and I boarded flight LH 3342 on July 3, 2008 Frankfurt to Istanbul, and were in our seats and buckled in. Because my wife has a food allergy to bell peppers, which has been documented with Lufthansa on all flights for many years, she asked the attendant about the food service and reiterated that she had this allergy.

Staff on board previous flights have been very good to ensure she does not have any food with peppers. Being a retired RN my wife carries and is prepared to use medication should she have concerns over bell peppers in the food near by. She also carries an epi pen.

The attendant went to check on the flight meal service, and shortly thereafter the Purser and then the Pilot came to us and advised all food has peppers. They stated that they weren't prepared to deal with a possible medical emergency and that our option was to leave the plane.

We were told our baggage would be offloaded to the terminal and we would find it in Lost and Found. We were advised to go to customer service and we were assured that customer service would resolve the situation for us.

We were escorted off a fully loaded plane. Can you imagine the humiliation, disbelief, and embarrassment we felt? This was compounded by the knowledge that this undeserved, degrading spectacle took place in full view of a plane full of travellers wondering what we did wrong? Our character was now in question. Would this have happened to someone who had an allergy to other food products, e.g. peanuts, seafood?

With the tremendous and unnecessary stress, humiliation and anxiety, not to mention the unknown factor of 'what do we do now?' my wife was in tears.

After being bussed back to the terminal, we went directly to the customer service desk. It was early afternoon and we needed to get to Istanbul to continue our vacation and connect with our cruise. After speaking with the customer service rep, we were told that no seats were available to Istanbul for at least 5-7 days and that standby lists were also full.

We were advised that we should get a hotel room at our own expense and keep in touch. We questioned flights to other centres e.g. Munich, and then to Istanbul but apparently nothing was available.

We asked to speak to the supervisor; he was paged. When he arrived he spoke with the customer service rep in German, and did not look at us or speak with us directly. We reiterated that we must get to Istanbul to connect with our cruise otherwise we lose over $10,000. I produced my Visa credit card and said if necessary, I would cover any additional cost.

Immediately two Business Class seats were found available on the 10.30 p.m. flight that same day. Our cost for these seats on flight LH 3344 was Euro 1,094.23 each. We questioned rebate for our reservations on flight LH 3342 since we had been asked to leave the plane against our will.

The response was that no adjustment or refund would apply. Our total out-of-pocket costs for flight LH 3344 amounted to $3,700.00 Canadian (should have been processed in US dollars as per our itinerary). ALL FOR AN ERROR IN JUDGEMENT AND SUBSEQUENT ACTION BY LUFTHANSA STAFF.

This is unreasonable, unjust and discriminating since we had already paid for service which was not provided - through no fault of ours. In addition, the meal service on flight LH 3344 was identical to LH 3342 and my wife had no difficulty. The flight staff on LH 3344 acknowledged their concern over the treatment we received on flight LH 3342.

We had to contact our transfer agent in Istanbul to pick us up from this new flight with arrival time of 3:00 a.m. As a result of this delay we lost a half day of vacation time in Istanbul.

This incident was an irresponsible, unethical act on the part of Lufthansa that proved not only very expensive for us but also very traumatic and stressful as well. Lufthansa provided absolutely no physical or moral/emotional support for us after we were summarily escorted off of flight LH 3342. We were at your mercy and basically you held us for ransom.

We paid for confirmed flights months ago. We have flown internationally many times and on Lufthansa as recently as November, 2007. Never have we witnessed or heard of such reprehensible treatment of passengers.

As a senior Canadian Banker, I have never seen such treatment of customers. This is absolutely, totally unacceptable.

Our request is simple - refund the charge for the Business Class seats we had to purchase on flight LH 3344. In addition, compensation of $5,000.00 Canadian to cover our lost vacation time, and the horrendous stress and embarrassment suffered as a result of this incident.

Your response by August 15th, 2008 is anticipated.

Elwin *****

***** ******** Dr.,

Coquitlam, B.C.

V3E 1K7

*** *** ****

copy of email to CEO with copy of response from New York office

Attn: Mr Wolfgang ********CEO Lufthansa German Airlines

We are outlining below the response received from Lufthansa's New York office which is self explanatory. The response provides us with absoluteley no comfort or assurance that Lufthansa actually understands the seriousness of what has happened.

Mr. ********, it is also disappointing to see your office has merely passed this concern on to your New York Customer Relations North America Office where it was given to a clerk, with no authority or ability to resolve this matter. The offer to credit us with $237.00 each is absurd, to say the least.

Mr. ********, we have reviewed Lufthansa's corporate Mission Statement which seems to be supporting your commercial business but does not reflect any intention to provide superb service to your day to day paying customers. This was very evident from our contact with your flight crew on LH3342 and Lufthansa's Customer Service Staff at the counter in Frankfurt.

We were told by your Purser and Pilot that we could not fly with them and had to leave the plane, after having been seated and buckled in for the flight.

Your Customer Service rep states in her letter "Let me assure you that the safety of our passengers is our ultimate concern". Also she states "it was mutually agreed that you and your wife not take the flight as we could not supply oxygen on short notice".

Another error as we were told by the Purser and Pilot that we could not fly with them and had to leave the plane, against our wishes. We left the plane with both officials walking with us to the door. We were specifically told that Customer Service will look after us!

Is there an insinuation that we may be a "risk" to your passengers? Are we in same category as terrorists and unruly clients?

We were not bumped off the plane. We had an itinerary fully paid for and confirmed. Lufthansa staff clearly erred in making an issue over my wife's food allergy. In addition, passengers are fully within their right to ask questions about service or anything which may concern them.

The issue over oxygen was merely a comment from my wife that if she needed oxygen in an emergency, not that she has ever needed it, we were told by the Purser that they could not provide oxygen for her as this would then not be available for other possible emergencies on the flight.

This must violate flight safety regulations by not being able to provide for emergencies of more than one passenger with oxygen. "Safety of our passengers is our ultimate concern".

Lufthansa erred in judgement by having us removed from our paid for and confirmed seats on the flight.

Lufthansa violated their contract to provide air transportation to ticket holder with no grounds to support their actions

Lufthansa created an atmosphere of humiliation, embarassment and exteme anxiety when we were escorted off the plane.

Lufthansa did not provide any customer service support, physical or emotional, during this traumatic and stressful time in a foreign country as advised by Purser and Pilot.

Lufthansa basically held us ransom knowing our trip required us to get to Istanbul as per our flight itinerary.

To get to our destination, we had to pay $1,847.98 Can each. We do not fly Business Class but were forced by Lufhansa to do so to meet our travel plans. Lufthansa is required to correct the injustice by paying us $1,847.98 Can each which would then correct the injustice. After the offer of $237.00 Can each, this would require a payment of $1,610.98 each to correct the injustice. (note ticketing fees were applied to Business Class seats - a further insult).

Additional compensation as originally stated is also required.

Your reply by September 5, 2008 is anticipated.

Elwin *****

Canada

cc to Canadian Transportation Agency (by mail)

cc to Oceania Cruises

Dear Mr. *****:

Thank you for your letter to our CEO concerning your and your wifes recent journey on Lufthansa. Mr. Mayrhuber has asked me to respond on his behalf. I am sorry you were disappointed with your experience and immediately contacted the flight crew of LH3342 on July 3, 2008.

Let me assure you that the safety of our passengers is our ultimate concern. A review of the events reflects our crew was informed of your wife's extreme allergy to peppers. After considerable discussion since peppers were being served, it was mutually agreed that you and your wife not take the flight as we could not supply oxygen on such short notice. The captain was informed accordingly. I truly regret any embarrassment you encountered as that was not our intention.

In these instances, we expect our staff to assist all passengers and to do everything in their power to hold inconvenience to a minimum. As you have illustrated, the manner in which our staff handles such situations can significantly impact the perception of our customers and I apologize you did not receive the assistance as anticipated. Since you were traveling during peak season and seats in economy class were not available, the only option to travel to Istanbul to continue your vacation was to travel in Business Class.

As transportation in Business Class was indeed provided, we are unable to refund this ticket as expected. As a gesture of goodwill, I have arranged to refund cad237 each reflecting the unused portion from Frankfurt to Istanbul. Please allow approximately 10-15 days for processing and a few days for mailing.

Mr. *****, I appreciate the opportunity to respond to your concerns. I am pleased our staff on board previous flights has been very accommodating and am confident that future dealings will again be in line with your expectations.

Sincerely,

Linda ******

Linda ******

Customer Relations North America

Lufthansa German Airlines

1640 Hempstead Turnpike

East Meadow, NY 11554

Tel.: *** *** ****

Fax: *** *** ****

copy of letter from Henry Bickle New York Office and response

----- Original Message -----

From: elwin *****

To: ************@dlh.de

Cc: Lufthansa

Sent: Tuesday, August 26, 2008 9:10 AM

Subject: Re: Message from Lufthansa Customer Relations - File 20618429LS

Good morning Henry:

Why is it Lufthansa staff continue to praise each other at the expense of customers?

No one has acknowledged my spouse is a retired RN and is prepared for any emergency. She carries medication and when advised of menu service, decides if she needs to take a precautionary medication. We were not planning on using Lufthansa meal service on this flight. So let us forget that she could not partake in your meal service. This is not the issue.

The later flight which we were placed on in Business Class had the same menu. The crew were very good and acknowledged our prior concern. Very interesting and we were allowed to fly with them.

We have outlined our concerns over Lufthansa treatment. Far from what was indicated by flight crew. We were told "they (customer service) will look after you".

We were told we could not fly on this flight. not mutually agreed decision. We were told Customer Service would look after us( Not so).

We are out $3,700.00 as a result of Lufthansa error. This is unacceptable.

Suggest you provide us with your corporate solicitor name in Canada as we will proceed to court. You have left us no other alternative.

Elwin *****

Canada

----- Original Message -----

From: ************@dlh.de

To:*******@shaw.ca

Sent: Tuesday, August 26, 2008 5:39 AM

Subject: Message from Lufthansa Customer Relations - File 20618429LS

Dear Mr. *****:

Please refer to your previous e-mails concerning your recent journey with Lufthansa. Mr. ********* asked me to respond to you on his behalf. I am sorry you are not satisfied with Ms.******'s message and have personally reviewed your file this morning.

Kindly understand that based on the information provided to our crew concerning your wife's extreme allergy to peppers, it was in your wife's better interest not to continue with this particular flight. As mentioned in Ms. ******'s previous e-mail, seats to Istanbul were limited as you were traveling during peak season; I regret that you could not be rebooked in Economy class.

I am pleased Ms. ****** exceptionally made arrangements to refund the unused flight coupon. No new aspect has come to light which would warrant a change in our response. Regrettably, we are unable to honor your request for a refund of your Business class ticket or consider any compensation.

I realize that my reply may not be the one anticipated and ask for your understanding of Lufthansa's position in this matter.

Sincerely,

Henry ******

Team Leader, Corporate

Customer Relations North America

Lufthansa German Airlines

P.O. Box 425

East Meadow, NY 11554

TEL.: *** *** ****

visit us at: www.lufthansa.com

United and Lufthansa have teamed up to offer small and medium-sized companies a unique opportunity to reduce travel expenses and earn valuable perks. For information on PerksPlus, visit www.perkspluspartners.com.

Sitz der Gesellschaft / Corporate Headquarters: Deutsche Lufthansa Aktiengesellschaft, Koeln, Registereintragung /

Registration: Amtsgericht Koeln HR B 2168

Vorsitzender des Aufsichtsrats / Chairman of the Supervisory Board: Dipl.-Ing. Dr.-Ing. E.h. ******* *****p>
Vorstand / Executive Board: Wolfgang Mayrhuber (Vorsitzender / Chairman), Stephan ******, Stefan *****

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Von: elwin ***** [mailto:*******@shaw.ca]

Gesendet: Dienstag, 19. August 2008 06:02

An: **********, **********

Cc: **********@oceania cruises.com

Betreff: Lufthansa Fb 20618429-ls//Recent Experience-*****, Elwin & Judith

Wichtigkeit: *****

Attn: Mr Wolfgang ********, CEO Lufthansa German Airlines

We are outlining below the response received from Lufthansa's New York office which is self explanatory. The response provides us with absoluteley no comfort or assurance that Lufthansa actually understands the seriousness of what has happened.

Mr. ********, it is also disappointing to see your office has merely passed this concern on to your New York Customer Relations North America Office where it was given to a clerk, with no authority or ability to resolve this matter. The offer to credit us with $237.00 each is absurd, to say the least.

Mr. ********, we have reviewed Lufthansa's corporate Mission Statement which seems to be supporting your commercial business but does not reflect any intention to provide superb service to your day to day paying customers. This was very evident from our contact with your flight crew on LH3342 and Lufthansa's Customer Service Staff at the counter in Frankfurt.

We were told by your Purser and Pilot that we could not fly with them and had to leave the plane, after having been seated and buckled in for the flight.

Your Customer Service rep states in her letter "Let me assure you that the safety of our passengers is our ultimate concern". Also she states "it was mutually agreed that you and your wife not take the flight as we could not supply oxygen on short notice".

Another error as we were told by the Purser and Pilot that we could not fly with them and had to leave the plane, against our wishes. We left the plane with both officials walking with us to the door. We were specifically told that Customer Service will look after us!

Is there an insinuation that we may be a "risk" to your passengers? Are we in same category as terrorists and unruly clients?

We were not bumped off the plane. We had an itinerary fully paid for and confirmed. Lufthansa staff clearly erred in making an issue over my wife's food allergy. In addition, passengers are fully within their right to ask questions about service or anything which may concern them.

The issue over oxygen was merely a comment from my wife that if she needed oxygen in an emergency, not that she has ever needed it, we were told by the Purser that they could not provide oxygen for her as this would then not be available for other possible emergencies on the flight.

This must violate flight safety regulations by not being able to provide for emergencies of more than one passenger with oxygen. "Safety of our passengers is our ultimate concern".

Lufthansa erred in judgement by having us removed from our paid for and confirmed seats on the flight.

Lufthansa violated their contract to provide air transportation to ticket holder with no grounds to support their actions

Lufthansa created an atmosphere of humiliation, embarassment and exteme anxiety when we were escorted off the plane.

Lufthansa did not provide any customer service support, physical or emotional, during this traumatic and stressful time in a foreign country as advised by Purser and Pilot.

Lufthansa basically held us ransom knowing our trip required us to get to Istanbul as per our flight itinerary.

To get to our destination, we had to pay $1,847.98 Can each. We do not fly Business Class but were forced by Lufhansa to do so to meet our travel plans. Lufthansa is required to correct the injustice by paying us $1,847.98 Can each which would then correct the injustice.

After the offer of $237.00 Can each, this would require a payment of $1,610.98 each to correct the injustice. (note ticketing fees were applied to Business Class seats - a further insult).

Additional compensation as originally stated is also required.

Lufthansa has violated our RIGHTS and must place us back in our position prior to their abusive decision by providing air service as per our contract and full refund of Business Class costs obtained while placing us under undue duress.

Your reply by September 5, 2008 is anticipated.

Elwin *****

Canada

This is a report / Complaint of discrimination, abuse attempt and mistreatment. My name is Iman A. and a Senator Status member of the Miles & More program of Lufthansa. As u see from my status I fly a lot with Lufthansa and this is the first time the following events have happened to me and that is why I think it was discrimination.

Pre-event. On Monday 4th of August, 08 I called the Miles and more phone program and explained that I am travelling with my Mother, Father and daughter. My mother and I are in business class. My father and daughter were in economy class. So I called to upgrade my father and daughter to business class with both my miles and e-vouchers. I was told that there was only one seat available in business class and it is not allowed to leave my daughter alone in economy class. But I can check when I go to the airport for vacancies.

The first event. On Tuesday, 5th of August, 08: At the airport my mother (wearing a scarf like a Muslim) and father( dark skinned both seniors 59 & 70 years old respectively) approached the counters where Mrs. Tina (or Tania) was shouting at them because they were waiting for me as I was parking the car.

When I came to the seen I was told that they will check for vacancies in the Business class to accommodate my father and daughter. Five minutes later I was told there were no vacancies at the time, but when we go up to the plane we would be called upon if there were. I believed this and went along. Of course I found out at the first search station that my father, daughter and I were picked randomly for a special search! I guess that is fine as it was random? A senior and an 11 year old! I was told by the search people with their amazement that this is done by the airlines as random! Obviously random by Tina the shouting lady!

The time I wasted dealing with this when I should have been working. The stress and 4 days with no sleep caused by the stress of this. I had to cancel my WaMu debit card. Due to an unauthorized charge on my bank account back in May in New Hampshire, I had to close that down. I had NO money to get gas, food, nothing! I take BART into work and couldn't even pay for that! I told them this and they didn't care..same half hearted apology! I will need to ask how random is this random and what is the process to pick, is it just by religion, color or what? How is this process done by Lufthansa? Or is it just left to Mrs. T.'s mood and choice of whom she likes or dislikes?

Until then I didn't suspect any thing. We went on to the plane I found out from the crew that the business class (~80 seats) had only 45 seats booked and the rest were vacant. I then raised the question why would Lufthansa do this! I was then sent to the Tina (or Tania) person again and she started shouting at me, as if I were a student in primary school that I should have asked for this upgrade before coming to the airport. I then told her that I had done that but I was told to come to the airport and try again and there are 35 seats available I don't see why not I can not upgrade my father and daughter. She continues shouting and now changed the reasoning due to the non availability of service and that she only had 45 meals for 45 seats. Turning out to be a lie as there were more meals than that on the plane.

The second event When I went back on the plane the chief Stewardess as she identified her self told me the station chief is on the plane and I can tell him the situation. The man listened to me and promised he would look into it and try and solve it. The plane had to take off, the chief stewardess (never identified her name to me) told me that he said that he would send a fax to the captain. My father and daughter sat in the economy class. And then after the meals were eaten about two or three hours from the plane take off my daughter came and said she missed me and wanted to sit on the chair beside me for a little while to talk and she would go back. I then told her that it is not right to do so and the crew would not like this so she needs to go back.

She then said " Dady please let me speak to the stewardess and ask her if I can sit here for a while" I told her ok but if she said no, you will go back and she agreed. My daughter sat on the seat for about 5/10 minutes till the chief stewardess passed by and called on her and said excuse me mam. I then stood up and tried to ask the chief stewardess on the fax, but was I for a surprise. She shouted at me and yelled " NOT NOT NOT" and I told her what is it all u need to say "softly please as she is a child" is NO she can not and give me a minute and she will go back to her seat and no one is hurt. She then yelled again that "NO, RIGHT NOW NO MINUTES AND SHE REACHED DOWN TO GRAP MY CHILD AND PULL HER OUT OF THE CHAIR".

I then told her she will not touch my child. And I asked my child to leave to the back (crying she was). She then said that she will call the captain of the plane and I told her I think that is a good idea to see how she is treating me and the child. She then shouted at me "LUFTHANSA DOES NOT WANT PEOPLE LIKE YOU ON BOARD OUR PLANES AND U BETTER TAKE ANOTHER AIRLINE IF YOU WANT TO FLY". I then asked her if she was finished and she said YES and went off.

After a couple of hours, I asked a crew member if she can ask the captain if I can speak to him for 5 minutes. In a couple of minutes a man whom identified himself as a member of the crew management team asked me to tell him what I want because for security reasons I can not meet with the captain. I then reported to him what happened and asked him to have this in a written complaint. And he said he knew the chief stewardess for a long time and she is nice! I can only say that all this was not expected from Lufthansa and I will do as she said and find another airline as per the instruction of a senior person from Lufthansa. I am also asking for an investigation from Lufthansa on these circumstances and shameful events.

My son took the flight LH 0425 on June 25, 2008. Since he was only 14 years old, I requested an unaccompanied minor service at the Boston Logan International Lufthansa counter. My son had a valid US passport. His final destination was Bosnia, Sarajevo (Butmir airport). I clearly filled out all the necessary papers (unaccompanied minor form) that LH personnel gave me at the counter, I signed and pay 99 US dollars for the service. I provide my brothers information (name, address phone number, relationship), as a receiver (person who was given permission by me to pick my son up from the airport in Sarajevo). On June 26, 2008, my brother called me and informed me that Customs in Sarajevo is holding my son and did not want to release him to my brother.

I called Lufthansa customer service in Boston and talked to Fawni Duplessis, the supervisor informing him of the situation. He than called Sarajevo airport and talked to the officials. They informed him of a new rule, in which it was stated that all underage children traveling alone needed an authorization letter stamped by US embassy. The unaccompanied minor form signed by me was not enough any longer. Mr. Duplessis informed me that it was not their fault, advised me to provide such letter and fax it to Sarajevo airport. He provided me with the fax number. I told Mr. Duplessis that no one had informed me of the rule on the departure, on June 25, 2008, when I released my son to Lufthansa personnel. Mr. Duplessis stated that no one knew about the new rule until he called Sarajevo.

Such mistake can not be tolerated. I was devastated, not to mention how frighten my son was when he was told that he could not be released to his uncle. If LH sends its aircrafts to Bosnia, they need to be aware of all changes and new rules, policies and procedures, so they can inform their customers. I would not have been so frustrated if it was about me, if I got stuck because of someones miscommunications, misunderstanding or, work neglect, but my son did not have to go through such stress. I travel very often to Bosnia. I used many other airlines, but decided to use LH, as I really trusted its service.

My son and I experienced a huge psychological stress and anxiety.

I am writing this letter of complaint to inform you about the bad service I received from the employees of your company on my recent trip from abroad. I am a university student in the UK and this was the first trip from England to Germany with Lufthansa Star Alliance Airlines. It was a really horrible trip that took me about 30 hours, counting the time I had to stay at the Newcastle and Munich airports.

Everything started on Tuesday 3rd June. At 7 o clock in the morning I went to Newcastle airport really glad about going back to Greece after a long and difficult period of time in U.K (university examinations). I was ready to make my check in as usual but unfortunately they informed me that the flight LH4951 from Newcastle to Dsseldorf was cancelled without explaining the reason.

I was really annoyed, surprised and anxious so I went directly to the Lufthansa office to find out what happened. However, nobody told me anything and they even refused to help me find another ticket to Greece. I explained to them that I have a serious health problem (diabetes) but they didnt seem to be helpful at all. Fortunately I made a phone call to my travel agent and he managed to speak with them to find another flight. A really exhausting and difficult journey has just begun for me.

I stayed in the Newcastle airport for over 7hours waiting patiently for the next flight LH4953 to Dsseldorf. Finally after trying to match my name with the ticket (another problem I had to face) I finally left NCL airport at 17:25 and arrived in DUS airport at 19:50.

My next flight from Dsseldorf to Munich was delayed for about half an hour and so I had to stay there overnight abroad because there wasnt any other flight for Greece after that time. I went to the Lufthansa office in Dsseldorf to let them know about my problem and asking for any kind of accommodation in Munich. But, they refused to help me out saying that it wasnt a serious problem and taking no responsibility for the existing situation. As a result, I left Dsseldorf airport at 21:20 and arrived in Munich airport at 22:30 after a delay of half an hour.

I didnt want to stay overnight in the airport so I made another effort to communicate with the employees in the Lufthansa office and ask for assistance but with no respect. Thus, I decided to stay alone inside the terminal without any food or water because all the stores were closed at that time. It was the first time in my life I was alone in an airport with nobody to help me in case I needed something. Of course, I couldnt sleep at all and because I was really exhausted from the long journey, I had a serious headache and stomach pain leading to nausea and vomiting. Unfortunately, I couldnt find any medication which made my situation even worse.

After a really bad night I ended this trip by traveling from Munich to Thessaloniki with Aegean airlines, which in comparison to Lufthansa offered really nice services. I was completely exhausted, unable to do anything, wishing to return home as soon as possible. Finally, I left Munich airport at 10:20 and arrived in Thessaloniki airport at 13:35.

I have traveled so many times in my life in so many countries but this happened to me for the first time. I finally arrived in Greece after a 30 hour trip and was glad to be safe and sound, but it took me over 2 days to get over this. I will never again make a choice of this route (Newcastle-Dsseldorf- Munich- Thessaloniki) and especially this company (Lufthansa). The least that you can do to compensate for the pain and headache is to reimburse me in full for all the problems that you caused. Otherwise, legal action will be taken. Thank you for your cooperation,

I purchased a return ticket for a flight from Toronto to Frankfurt (return flight dated May 9, 2008). Unfortunately in return flight from Frankfurt to Toronto, Flight manager (Mr. Szczepaniak ) in Frankfurt airport did not allow me to get my boarding pass. I believed that he had sold or transferred my ticket to somebody else. After that I went to Lufthansa ticket counter and asked to talk to a supervisor. Somebody came and introduced herself as a supervisor. I explained her, what happened to me but she did not cooperate with me either.

I checked with Air Canada counter in Frankfurt airport for available seats and they confirmed that there are some seats available for me to go to Toronto but Lufthansa manager refused to send me by Air Canada which was the next flight to Toronto 3 hours after my own flight with Lufthansa. Instead she gave me 2 tickets one from Frankfurt to Chicago in U.S and the other one from Chicago to Toronto. At that time I advised her that the time between these connecting flights is too short and due to some delays, custom and immigration policies in U.S, I might miss the connecting flight to Toronto but she said that it is O.K.

Any way I flew to Chicago and as I predicted, I lost the connecting flight to Toronto. In Chicago airport I went to Lufthansa counter and explained my problem and asked them to provide me with accommodation but they said we cannot do anything for you. Therefore, I took my heavy luggage with me and went to a hotel as I was really exhausted and frustrated with this experience. Lufthansa created a lot of problems for me first of all my entire flight took me 24 hours longer than it was supposed to take and I got to Toronto one day later , secondly I spent a lot of money (as listed below) thirdly my wife took a day off from her work to come and pick me up in Toronto airport but my flight changed to midnight and she went to the Toronto airport at midnight to pick me up and because I missed the connecting flight I couldn`t make it and she left and the other day I had to take a cab to go home in Toronto too!

I expect Lufthansa to compensate for my expenses as listed below and all created by Lufthansa`s mess and awful customer service. 1) one night stay in Hotel in Chicago 189.70 USD 2) Taxi from Chicago air port to Hotel and return 60 + 60 = 120 USD 3) Telephone fee: I had to call my wife and let her know of the flight change which cost me 20 $ 4) meal: breakfast and dinner 17.77 + 17. 86 = 35.63 $ 5) Damage to my two luggage 400 $ 6) Taxi fee in Toronto (as I explained above) cost me 42 $ In total I spent 807.33 $. I would like you to follow up my complaint and reimburse this amount to me and also follow up why such a problem happened to me. By the way, I was in Frankfurt airport for my departure to Toronto on Time.

I traveled from SFO to india via Munich to New Delhi on dec 12, 2007 and back to SFO on dec 30, 2007. I had checked-in 4 big suitacases at New Delhi airport. On arrival to SFO, I did not receive one suitcase that had most valuables stuff. We spent lot of time and money in India to buy those. It has been almost a month and Lufthansa doesnt have a clue about my suitcase. We have been calling them everyday since then, we get the same response everytime that they are looking into warehouse. They say that after one month in first week of feb, they will consider it as lost. The way they are handling my case, Im hopeless that Im going get back my suitcase. This is a big loss to us in terms of money and time we spent to buy things in India.

On Friday, November 16, 2007, I flew on Lufthansa flight 4754 from Munich, Germany to London's Heathrow Airport. I arrived almost two hours ahead of time for my flight and checked one piece of luggage with a Lufthansa attendant at the Munich airport.

When I arrived in London, I waited at the baggage carrousel for my bag but I never came out. I immediately went to the Baggage Solutions counter and filed a property irregularity report.

I was told by the attendant that my bag had been left off the plane but would be placed on the next possible flight. I explained to him that was only going to be in London overnight and was returning to the USA the following day, and so not to try to deliver the bag to the London hotel unless it could arrive that same day.

When I checked into my hotel in London several hours later, I called the Lufthansa baggage call center to check on the status of my bag. I was then told that I had not been placed on the next flight (as promised) but they would try to get it onto another flight. I reiterated that the bag should not be sent to the London hotel unless it could get there that night.

The following morning, Saturday, November 17, after not receiving the bag or a call from Lufthansa, I contacted the call center again. I was told the bag had still not been sent from Munich but would be forwarded to the USA address I had provided. By this time, I had been compelled to spend 83 GBP on a change of clothes in London so that I would not have to wear the same items overnight and for a transatlantic flight to the USA.

After returning to the USA, I called the American call center on Sunday, November 18th for an update on my bag. I was then told that Lufthansa had attempted to deliver my luggage to my London hotel after I had departed, despite my having told them specifically not to do so.

Since that time, I have contacted the US and European call centers approximately every 12 hours to get some update on the location of my bag or when I could expect to receive it. Each time, I have told that they have no new information and no estimate of when I will ever receive my bag.

To add insult to injury, several of the agents have actually gotten angry and raised their voices to me for wanting some estimate of the location or delivery date for my bags. As I am the customer and I have sustained the loss, this type of behavior is unprofessional and unacceptable.

My bag contained leather dress shoes necessary for my professional work, along with shirts, pants, belts, sweaters, toiletries and a coat that I would estimate at a value of over $3000 to replace. While I simply want my personal items back, not compensation, at some point I must replace these articles as they are essential requirement for my job and personal life. The fact that no one at Lufthansa knows or even seems to care about getting my bag to me is appalling to me as a paying customer. Whatever the ultimate outcome of missing bag, I expect Lufthansa to apologize and offer some gesture of compensation for such terrible customer service.

Time 8:30 22/9/2007 Arriving at the Business class check in desk at Frankfurt Airport. Checked in all our luggage 3 pieces for 63 kilos be advised which gate and left the counter.

After a long and tiring walk in the airport security checks etc. we realized that the check in coupon we hold is an economy one with seats 31C & 29F. My wife furious was looking for a Lufthansa customer service desk to complain. I was trying to calm her down believing that the girl at check in made a mistake. Finally we reached a Lufthansa desk where they told us that the flight is over booked so no seats at business class. I ask why the girl at the counter didnt give us the choice from there so to decide what to do, but he answered why dont you go and ask her?.

Finally we reached our gate we went immediately to the attendants to give us an explanation but they told us to refund us the difference back. To a First/Business class customer this is a stupid proposal, so I was trying to find a way to get the seats I paid for.

They insist again that we have to fly economy. I went to discuss the matter with my wife and when we decided finally to fly due to events we had to attend tonight they told us that they gave away our economy seats as well. At the counter I spoke with Miss Uebarricke and Mr. Frank Schwab (Flight Manager) who was very cynical and handled the situation totally unprofessionally.

It took us another 3 hours to get our luggage back and come to the hotel.

My husband use Expedia to plan our Honeymoon to Europe. We used Luftansa Airlines to fly from Paris, France to Hamburg, Germany to Rome, Italy on July 10, 2007. Upon our arrival in Rome, we noticed that my luggage was wrapped in a beige belt. We discovered that the zipper was off track. I looked through the suitcase, all my clothes were accounted for, so we left the airport.

I was standing in a line with 5-6 people who were also on the flight, who were looking for their luggage and who also had these belts on their luggage at the Luftansa lost luggage counter.

When we arrived in our hotel in Rome, I went to refresh myself only to find my toiletries were missing and the frame of my suitcase was bent. The missing items were: 2 biore cleansers and wet wipes, tube of retin A, avon deodorant, viadent toothpaste, satin cap, 4 packs of trident gum, and beeswax hairgel. I can't believe this happened to me. I couldn't take my liquid toiletries with me on the plane and knew I better check them in.

Of course while in Rome, I couldn't find my Biore cosmetics for replacement and had to substitute. I told my husband as well as family and friends not to use Luftansa airlines, because they are not trustworthy. I've emailed executives with the Airlines, with no response. I am grateful no real damage was done and with years of suffering with acne, I didn't have a major breakout without my cleansers.

My luggage was pilfered (by baggage handlers??) between Athens, Greece and Portland, Oregon. The local baggage people in Portland told me to write to Lufthansa at their head office in new york because they need it in writing and they do not answer me.

i found my luggage so wet from leaving it on the tarmac in the rain, and my camera and tools for my textile art work were missing and they dont want to respond to my losses. they have horrible customer service

I spent more than one year saving for a trip to France with my 4-year-old daughter. I wanted to fly Business Class because traveling with a small child is difficult, and I am not the most comfortable person on a plane trip that is longer than 3 hours. And so I spent more than $5000 on two round-trip Business Class tickets between Denver and Paris. (As a single parent $5000 is a lot of money and again, it took me a year to save up for this trip.) My daughter is adopted from Vietnam and some of my family lives in France and had yet to meet her. It was a very important trip for us and one the entire family had looked forward to for a very long time. The details of our flights:

For our return flight, on August 24th, 2006, we flew from Paris to Frankfurt on flight 4215, and then from Frankfurt to Denver on flight 446. I'll start with the worst incident: On the flight from Frankfurt to Denver, my daughter started to choke on a piece of candy while nearly everyone else was sleeping. She could not breathe and was beginning to turn blue. I frantically called out for the flight attendants -- for anyone, really -- to help us. I cried out I need someone to do a Heimlich! A Heimlich! Did any flight attendant appear? Not a single one. NOT ONE.

One kind passenger awoke from his sleep and helped us. After the candy came out of her throat, she vomited all over our seats and the floor next to the right of us. After about 5 minutes, once I'd calmed my daughter down, a female flight attendant came by with some wet towels and asked ME to clean up the floor. Not a word to me about whether my child was alright, if we needed anything -- nothing at all. It was appalling, to say the least.

I have never been so frightened in my entire life, and had it not been for the man who helped us, I don't know what would have happened. And so we spent the rest of the 10-hour flight in vomit-covered seats. I did mention, to a flight attendant on our way out of the plane in Denver, that these seats should be cleaned prior to anyone else having to sit in them. He took a mental note, gave me a lovely smile, and wrote nothing down.

There were several more instances -- horrible food (for me and my child); a broken seat from Denver to Frankfurt) and a stroller that was never returned to us at the Frankfurt airport so that we could use it in the airport. And when we eventually did receive it in Denver, it was completely broken. I wrote a long letter to Lufthansa outlining everything that had happened.

One month later I received a response from the Customer Relations person, Della M., stating that they would pay for the stroller ($100) and that the company would send as a gift of goodwill. Guess what the gift of goodwill was? They had the GALL to send us a gift basket to apologize that their in-flight service did not meet our expectations. A gift basket? Are they kidding? A lovely assortment of jellies and jams make up for the fact that my daughter almost choked to death on a plane where flight attendants are supposed to be on duty and ready to do first aid if necessary?

On 06.09.05 I traveled from Birmingham to Sofia via Frankfurt on flights 4907 and 3430. On arrival at Sofia airport, I and a number of other passengers waited to collect our luggage, only to discover 30 minutes later by observation alone that our baggage had not arrived. No announcement was made, passengers were not furnished with any information whatsoever, no Lufthansa representation was available anywhere in the airport, and more importantly no apology was proffered at any time. I and others then queued for 3.5 hours to file missing luggage reports, without any trace of sympathy from airport staff , and passengers were not even offered of a glass of water during this time or the courtesy of any kind of explanation or public announcement.

It should be noted that Lufthansa representatives were still nowhere to be found throughout this time. When I eventually managed to speak to the lost luggage company (Tourist Holdings) I was advised that my luggage had been routed via Vienna and would be arriving in Sofia at 11pm later that evening (06.09.05). The representative then stated that my luggage would be sent on by car to my booked accommodation in Sozopol, and would arrive by no later than 10pm the following day – why the need for a 24 hour delay between the luggage arriving in Sofia to it making its final journey to my hotel was not explained.

Is this the gold standard in customer service set and aspired to by Lufthansa?

As expected, 10pm on 07.09.05 came and went and all attempts to contact the Tourist Holdings office in Sofia failed. My luggage eventually arrived in Sozopol at 3.15am on 08.09.05! On speaking to the driver I was informed that he alone had delivered all the lost and missing Lufthansa luggage and had that day been ‘driving all over Bulgaria’ delivering bags!! As a result of this extraordinarily shambolic series of events I rang an acquaintance of mine who is employed by Lufthansa to get his views, and who shockingly advised me that this often happens when a flight has reached its payload capacity, particularly affecting passengers like myself who are connecting on later flights, and whose baggage never even makes it onto the aircraft in question.

This unwritten policy is a disgrace and deliberately misleads and affects passengers who are kept in the dark throughout.

I left Dulles International Airport in Virginia on July 27, 2005 with one hour delay at 9:00 p.m. My destination was Istanbul, Turkey and I had a connecting flight at Munich Airport in Germany. When my wife and I arrived in Munich late, we were the last ones to get on the connecting flight to Istanbul, Turkey. We had a carry-on luggage which we had with us in the earlier flight inside the plane with us. The carry-on had all of our valuables; including a camcorder, a camera, jewelry, sunglasses and so on. However, the agent in Munich told us that there was no space inside the plane to Istanbul because it was a full flight and insisted that we check-in our carry-on. So they gave us a ticket to put on the carry-on, which we did. That was the last time we saw our carry on.

When we got to Istanbul, Turkey the carry-on was missing. We went to lost luggage counter at the airport and corresponded with the Lufthansa agent. They opened a file and told us to call them back again that night of July 28, 2005. So we called back many many times and got the same answer. We are still trying to find the carry-on. We explained to them what was inside and that they are responsible for losing our carry-on. We faxed in a paper from my hotel telling them in detail what was missing. The answer we got each time was, we are looking for it and it takes up to 2 weeks sometimes. I also asked that if the carry on was not found, what would they do about. I told them that one of their agents took my carry-on from my hands and that they are responsible for everything inside the carry-on. They told me that Lufthansa will be responsible for all the items inside the carry-on.

When we got back to USA on August 11th, we came back without our carry-on, still no where to be found. We got a phone number at Dulles International Airport at the Lufthansa ticket-counter, because they don't have an office for lost luggages there. My wife called the 1-800 number more than few occasions and she got the run around. They were rude and hot helpful. Luckily, she got hold of a nice person that was willing to help. She made us write a letter and fax it to their headquarters.

We are still waiting to hear something from Lufthansa. It has been almost a month since they have lost our carry-on. We did not have a camcorder to record a wedding we attended. We did not have camera take pictures of the historic places we visited. My wife had to purchase new make-up. Lufthansa did not even give us any money to get make-up, shampoo, toothpaste, toothbrush and on and on. We spent money out of our own pocket to get those items. To date we are still waiting to get some kind of resolution on this matter. Please help.

In the letter we sent to Lufthansa, we estimated to have close to $10,000.00 in the carry-on. The following list is what made up most of that amount. Camera Camcorder Jewelry Sunglasses Make-up Electrical Razor Reading-Glasses Medicine Contact-Lenses