Lufthansa Reviews

The manager (Josh) gets called up who has very rude questions as to how in the world we made it through security check with no ticket for the baby, as he laughs in our face and states that if we do not give our credit card ASAP that he will pull our luggage off the plane. He also mentioned coming back the next day. We scatter to gather the money and pay for the ticket. How horrible of a person must you be to act like that? If I had not loaded that plane I would not have gotten a chance to see my grandma who passed shortly after we landed. Later on the employees on the plane state that it was Lufthansa's mistake as to why we had to pay for the ticket as there was already a ticket paid for previously Vedad/6IJFPM. I do not believe that we should have been penalized for the baby and especially not for $3500.

Also the experience does not end there as we are checking in for the return flight, the employee states that now I the mother does not have an existing ticket, two hours later of waiting again with our two small kids to find out what happened this time, only to find out that that same manager ended up "accidentally" canceling my ticket.

The flight attendants were very rude and not helpful on this plane (by this point I just wanted to sit there and cry our eyes out). I could not wait to just get off this plane. Attendant I. ** was very rude to us. Every time that I would click the button for help she would turn it off and ignore us. At one point I waited 2 hours for her to get my baby some warm milk. When I asked what was taking so long, she attacked me and stated that it took a long time to warm the milk up. By the end of the flight I was informed that the plane was out of milk for my baby because they do not stock that much milk on the place. I would just like some answers please. Thanks.

Also in order to be on the safe side additionally during the flight Moscow - Frankfurt we advised flight attendants to remind their ground staff about our order to have assistance. Although the scheduled time between 1st (Moscow - Frankfurt) and 2nd (Frankfurt - Bilbao) flights is 50 min, before we have had successful and in time transportation experience with the same time limit in Paris/Amsterdam/Munich. For instance, we have the team who handled our delivery in Paris airport between terminals by van, and as you may be aware Charles de Gaulle airport is not small place at all.

Our flight LH1445 left Moscow as scheduled and arrived without any delays in Frankfurt. But the plane was landed to different position vs. Lufthansa's info at website when I had bought the tickets. Moreover we were not informed by Lufthansa about it upon our landing. Nobody at Lufthansa cares about that. In such a case they should spur up the process in order we will be in time to arrive at the boarding counter until after the boarding deadline. And although it was meeting group of ground staff with BILBAO sign at the entrance of the plane they advised us that we should go by standard bus.

Only two (2) assistants instead of three (3) ones met us after we have had to spend additional and unwanted time to get into the terminal due to Lufthansa inappropriate info. The a/m assistants spent residues of our limited time again inappropriate way - they talked over the phone more than necessary to know the route. As a result of this firstly we have had to go thru security and only after this thru passport control. And its real contradiction to standard practice, firstly passport control and then security one. Let alone about rude and impolite way how security procedure was made in Frankfurt airport/Germany, the main point was that as a result of assistants error we lost additional 10 15 min. But although the assistants saw the situation they didn't make any efforts to help us to go to the gate asap.

Also the manager of the gate No. 38 didn't want to persuade the flight crew to wait additional 10-15 min. It's a shame. As a result of this we have had to wait the next flight of Lufthansa more than 5 hours. And our replacement Lufthansa flight from Frankfurt to Bilbao was delayed without any visible explanation on 15-20 min. As a result of this we missed the last bus from Bilbao to our hotel and I have had to pay for two (2) taxies additionally. I've put the claim to Lufthansa with the full description of all the above one (1) month ago. And asked them to reply:

Why nobody at Lufthansa didn't care about us whereas the plane was landed in different place vs. we found at the booking at Lufthansa website? Why we started to go thru security whereas the standard practice to go thru passport control firstly? Why vs. usual practice we have had to go thru security control twice for the same flight? Why Lufthansa assistants didn't know the route how to get to the gate of our 2nd flight (Frankfurt - Bilbao)? Why Lufthansa assistants were so impolite and didn't make any efforts in order to spur up the process for us to be in time at boarding gate? Why Lufthansa replacement flight in which we have had to fly to Bilbao after 5 hours waiting in Frankfurt airport could be delayed on 15-20 min and our flight LH1144 (from Frankfurt to Bilbao) couldn't be delayed on even less time which was lost fully due to Lufthansa improper and unpleasant assistance service?

And you can imagine my annoyance and resentment that instead of answering on my questions the above, I got just formal apologize emails from Lufthansa Customer Relation that their great concerns is to be a reliable partner for our passengers etc. It's a shame to write such dole letters when we have had to suffer more 5 hours in Frankfurt airport with elderly people, my disabled older daughter yrs with severe spine diagnosis and my younger daughter of 3 yrs due to full lack of responsibility and any care of Lufthansa. Last but not a least having put of all the above I would like to share my family bad experience to protect from care and great concern of such company as Lufthansa.

On top of that, the customer support at the Lufthansa counter at the airport were totally unhelpful. They simply gave me a call center number and asked me to speak to them on Monday as the call center was not available at the time or on Sunday. The customer support at the Lufthansa counter at the airport also refused to book me a new ticket and said that this can only be done through the call center. I was also advised that refund for the ticket will have to be processed by the call center.

Today, when I spoke with a customer care executive at the Lufthansa helpline, I was told that I am supposed to write to their e-sales team and that even they cannot help me. These are pathetic standards of customer service and I am left to feel totally helpless. I have now written to their e-sales team and am awaiting a response from them. But in the meanwhile I like to know my legal recourse here. Important work is pending in DC and I am in Delhi clueless about my refund status and if I can get another flight and when.

Now you're not supposed to get angry at an airport but honestly with answers like that, and with their custom smile... my god... I wanted to hit them. Then I went to customer service, what now I asked? Book a new flight. THEY ONLY PROPOSED ME THE 1ST CLASS TICKETS THAT COSTED 675 EUROS EACH!! They said there were no other seats! Then I took my tablet and checked myself, THERE WERE STILL TICKETS AVAILABLE FOR 320 EUROS!! ON THE SAME PLANES!!!

Now, their lousy service got me into a mess and they wanted to make sure they made as much money from me still!?!?! I HOPE THAT COMPANY GOES BANKRUPT!!!! I rented a car instead and drove the entire way to Belgium. A 9-hour trip. Never in my life I'll book with those greedy ass bastards again!! And the next time I read in the newspapers about mass layoffs in the airway sector, I'll raise my beer and say cheers!

I immediately filed a complaint and a report. After a 45 day wait (where Twitter agents advised me regularly that I was going to get a call any day now) I finally got a phone call. From England. Yes, the NYC agents and USA agents were so busy, they couldn't be bothered. So they kicked me over to another continent where the woman, Nina, advised me that she couldn't do anything for me. Nina claims that they didn't damage my bags and I have to take it up with the shipping company. The problem? I DIDN'T ENGAGE THE SHIPPING COMPANY! LUFTHANSA DID. Why is it my responsibility to chase down the company Lufthansa hired? It was their responsibility to send me my bags in reasonable condition. They contracted that responsibility out. The bags did not reach me in a reasonable state. My items are now damaged. The fact that Lufthansa chose to hire a company to ship me my bags does not absolve them of liability or responsibility.

The agent from England told me, "I have a leather jacket and it has gotten wet before. Your jacket shouldn't be ruined. " Well, thank you for that insight Nina. Crackerjack customer service. I am so beyond infuriated with this company. 45 days to wait only to be told, “Go chase the people we hired?” Disgusting company with disgusting disregard for customers. On top of that, Nina blamed the 45 day wait on me saying I emailed the wrong email address (despite being told that was the email address to contact by both the JFK agent and whoever mans your Twitter account) and that I wasn't providing the reference number above despite me having included it every time.

Sure, it was Business Class, but I generally fly Business Class, and I can assure you that no American carrier would have done this. On board, the steward was aware of my predicament, stowed my carry on for me and bought me some ice water as we began pushback. Both meals were excellent, and the aircraft and I were in Washington with plenty of time for the connecting flight to AUS. A great and surprising experience.

The way back, however, was an entirely different matter. Our flight left Helsinki 40 minutes late - although only 25 minutes were initially announced as delay. We took off 40 minutes late, however the pilot assured us that we'd be even later still! Due to rough weather conditions in Germany, our flight would take longer than planned. That, on top of our delayed departure. We were assured that all flights from Frankfurt will leave late as well due to the weather, and that in any case we should rest assured that their professionals knew of our layovers and were monitoring our flights to make sure we arrive to our final destination. This "do not worry" was mentioned several times.

The flight was pleasant, sure, and I relaxed enough. When approaching Frankfurt, the pilot announced a dozen of gate changes and warned the short layover flights - which once more assured us that our flight was monitored and that Lufthansa knew of us and our situation. We touched down 50 minutes later than scheduled. We got off the plane 55 minutes later than planned, but I went straight to the gate agent to ask where the connecting gate was; assured that they'd be professional and aware of our situation and wait for us. The agent told us where the connecting gate was (at the very other end of the terminal, a floor down) but then she called us back because our flight had just taken off and there was no one at the check in gate. Even though we were assured several times during our flight that the airline was monitoring short layovers!

We were directed to a service center, which was conveniently located to the other end of the terminal, a ~15 minute walk/run, and poorly signed - we waited in a queue only to be told we'd need to take a ticket before addressing them. Poorly signed fact, as many people were uselessly queuing without their tickets. The staff was friendly enough once we had the ticket, and rescheduled us the following morning, on a flight that was, by their own admission, "already over-booked by double digits".

They also were unable to give us seats and told us we'd have to obtain them from the gate next morning. Lufthansa paid for the accommodation, dinner and breakfast in a hotel not far from the airport, however when we got there we had to wait for about 25 minutes to be checked in, because the queues were so long they didn't even fit the lobby and flowed to the outside of the hotel.

Out of the unplanned ~11 hours we spent in Frankfurt, only 6 were spent sleeping/resting, the other 5-6 were spent standing in different queues. The next morning we got to the airport at 7:30, a good two hours before the boarding to our flight. It took us 1 1/2 hours to get to our gate, and for those one and a half hours we had to queue in multiple, badly signed queues. German efficiency? Not in Frankfurt airport, and definitely not with Lufthansa. We got to our gate 30 minutes before boarding, worried we'd not have time to obtain our seats. Of course no one was there when we arrived, but once people did arrive, they said they couldn't give our seats before everyone else had checked in.

Also, since we didn't have seats, we weren't allowed in the 'lobby' with chairs that was behind the check in counter, so we had to wait for other 50 minutes on our feet, until everyone else was checked in! Our "luck" was that some family did not make it to check in on time (probably arriving via another Lufthansa flight) so we were finally assigned seats. The last ones there. It feels like Lufthansa played lottery with OUR time, and it was only by accident that we're not still in Frankfurt airport, sitting in some queue. Oh, and the flight from Frankfurt also left with a delay, in good Lufthansa fashion.

Did I mention that one of our luggage got damaged too? Because it unsurprisingly did. Overall, entirely unprofessional airline, careless with their customers having layovers (in Frankfurt they knew we were on the delayed flight, where else would we be?) and seemingly routinely unable to be on time. Never using their services again, and I regret giving them money to ruin the end of my vacation.

I did not receive such any phone call. I have had to make close to 20 calls for information on my baggage to be delivered to me in Boston given that Lufthansa and their courier provided no notification to me regarding status of my bag. Without my knowledge or phone call or any instruction, the baggage was delivered to my hotel in Milan the following day with no attached details (instructions of my name, room number etc). The hotel received no paperwork or information from the courier other than noting it was for a guest. As a result, hotel did not know who the baggage belonged to and placed the baggage in storage. Lufthansa has been unresponsive and unhelpful in resolving this issue and I am extremely frustrated.

Okay here is the thing: The information on the ticket could have been easy to read if it did say the 1:40 was either check in or departure time. For those of us who don't fly often, bare numbers are just confusing. When we arrived there was still some 20 minutes. It was perhaps possible for those coworkers to hurry us in and that way my parents would not miss their flight. Very poor customer service! The coworkers didn't want to even talk to us let alone to feel our frustration. They just ignored us. All they said was we were late and we should buy another ticket somewhere else. Okay, we sadly missed the flight as a result of miscommunication. But should we have not been given some kind of help out of fairness? We called Lufthansa office, and they told us that we needed to buy another ticket which we later bought for 2200$. That was extra money out of my tiny pocket. I was expecting some kind of understanding and help.

Tomorrow morning children were split in three groups! Their teacher asked for assistance since all of them are under age of 18 (better to say under 16) but Lufthansa asked for 200 EUR per child surcharge for the assistance!!! First group of children was sent on direct flight Frankfurt-Belgrade but the other two groups were not that lucky and had to fly Frankfurt-Munich, wait in Munich for couple of hours and then fly Munich-Belgrade. All of this made children quite scared. For parents this was also very frustrating experience. Lufthansa did not provide any assistance for the groups of children who traveled alone and also did not provide them any vouchers for food in Munich. Service of this company is below any decent standard and this company should be avoided.

The trouble was that the overseas legs of my flights were operated by United, one of their sky partners, and United simply sucks in so many ways. For instance, United cancelled one of my flights but never let me know! Fortunately Lufthansa handled my re-booking and put me on another flight with AA (United eventually would cancel my next flight because I never "showed up" for the 1st flight, the one they'd cancelled, but it was Lufthansa's customer service team that had to straighten all this out for me). I'd be happy to fly with Lufthansa again if I was guaranteed to fly with Lufthansa and not United.

Original Review: July 1, 2015

My husband, my daughter and I arrived today at Minsk's airport to take the 6:40AM flight and we learnt that we couldn't fly because the airline made a mistake on my daughter's ticket travelling on my lap. So I had been told "Your husband and you can fly but your daughter cannot"... trying to be funny... The person on site supposedly phoned Lufthansa in Frankfurt but no one answered her. Additionally her computer was down. So I used my US phone to call US customer service (which cost me a lot of money). I don't know who made the mistake either the check in or Lufthansa but this was very STRESSFUL especially with an infant. Moreover the airport is 2 hours away from our home so we had fun driving back and forth.

Someone from Lufthansa called us be back 30 minutes later to let me know that my husband, my daughter and I had been rebooked the day later. We had been proposed two departing flights from Minsk 6:40AM or 2:20PM. We picked the 6:40AM since the layover in Frankfurt is longer. We were supposed to receive a confirmation email and a phone call but NOTHING came 3 hrs later.

After checking my booking online I realised that my husband was booked for the 6:40am flight but my daughter and I were booked for the 2:20pm flight from Minsk. Was the person on the first call not listening?! Wasn't it logical to book the whole family on the same flight especially if there were available spots?! AGAIN I had to call the customer service. The first person I talked to told me she could not change my daughter's and my ticket. And that having 1h00 layover in Frankfurt to catch the international flight to NYC is not a problem. REALLY has she already traveled with an infant?!! And to the USA with stricter security measures?!

I called again and after 59 minutes the problem was finally solved!! (first I was asked to pay about $1000 to have my daughter's ticket and mine changed, but after reading the notes the agent understood the situation). I DID pay initially an extra fee for my husband and I to have an assigned seat with a bassinet. After this call a request has been placed and while boarding we realized we had NO bassinet. I had to complain again! To finish, this is UNACCEPTABLE to experience such problem with an infant and moreover travelling on lap. This day has been VERY stressful for the whole family and I now realised that "no one is sorry for the inconvenience" because I haven't heard back from the customer uncaring relations for over a month.

The paradox is that immediately after my accident (three weeks ago) I have already flown over 34 hours from Australia to Italy with Emirates Airlines which have been extremely nice and available regarding my needs and provided any care needed to ensure my comfort and safety on board allowing me to board their 380 Airbus with a simple letter from any physician. On the other hand Lufthansa's response is truly the bottom of the barrel of customer service and disappointed me beyond any limit by strong-harm me to surrender to their unreasonable conditions which I cannot even afford to pay for.

When I went there, the lady said that my ticket was of K fare. So she would only be able to give me a ticket of the same fare which was not available for the next 2 months. I said I am ready to buy an expensive ticket and pay the difference because it was very important for me to go to India but they did not do that. They said that they do not know how much the agency has charged me for the ticket as the travel agencies buy tickets in bulk. But if a customer is facing some problem, is it not the responsibility of the airlines to help him out? At that moment, only the airlines could help me out but they did not. They said the only thing they can do is to book a new return ticket and my existing ticket would go waste. There were a few more people who were on the same boat but they had enough money to book a new one and go. But I did not.

So, I contacted this travel agency to re-book the ticket for me, and they said that the new ticket would cost me $1100 more including all sorts of taxes and re-booking charges and all. I, being an international student here in the States, could not just take out that much money and give it to them. So ultimately, I had to miss the flight and the very important function that I had to attend. I then thought that I would buy a new ticket from Chicago to Delhi and keep the return ticket as it is. But I was told that as I did not take the previous flight, it was a no show and the return ticket became invalid. So my entire money was gone and I was given no refund of any ticket whatsoever and had to book a new itinerary altogether.

I never expected such treatment from Lufthansa Airlines and the travel agency Travelmerry. This seems to be going on for a while and the airlines and the agencies know about it but have taken no action in educating people about this. This is such a petty way of making easy money by luring the international students to buy cheap tickets and then taking all their money away. Whenever you go online to book tickets, you'll see the same Lufthansa Airlines ticket everywhere. Moreover, apart from being cheap, the journey time is surprisingly the least with two stopovers. It is very easy for them to blame the customers for everything. But it is the responsibility of the airlines to educate the customers and warn them about things they might not now, instead of hiding important information and looting the customers. I hope justice would be done and I will get the refund of the money that has been taken away from me.

But 23 hours before the flight I tried to print the check in form. The site demanded for Europe's Visa and it did not let me print the check in form. When I questioned the operator of Lufthansa on May 23, 2015 she said since these tickets have two stop over in Europe my wife must have a visa but if there was only one stop over she would not need any. I have asked to talk to the supervisor for a solution - Mr. ** with ID **. When I explain the situation, he in a very authoritative and ugly manner said "It is your responsibility not us. This is it you like or not." When I asked for his superior he said that he was the only power there and this is dead end road. I was on the phone more than two hours talked to ** and three others. Most of operators were so polite but Miss **.

On May 24, 2015 five hours before the flight I have talked to Mrs. ** Duty Manager and explain the situation. She changed the itinerary to one stopover instead of two and charge me $390.22. Separating the kids from their mom from Frankfurt, Vienna to Tehran alone. I was told if you want them travel together I have to pay about $1200 for one way and twice as much or more for round trip.

My wife's passport will expire on October 25, 2015 and return ticket is for August 4, 20015 and she was told in order to get Schengen visa her passport must have at least six months before expiration and if she wants to change her passport my being in Iran to sign for permission to change is a must while I am in USA. All of these work and frustration is only because of Lufthansa's greed to sell ticket with no regard to their customers. If Lufthansa's computers can stop you from traveling through one itinerary because of two stopover in Europe they surely should stop you when you are trying to buy the ticket especially when you go through their operators. I was not the only one going through this problem I have meet at least two others with the same problems.

At the time of purchase of these tickets I had many choices to get them from other airlines much cheaper and more convenient way to travel, but I did not know Lufthansa's ethics and truthfulness has changed so much for worse than it used to be. Despite my best effort to solve the problem with this airline which they are one hundred percent responsible. They seem to be as arrogant and disconcerted about their unethical way of business.

It has been 72 hours and no ticket is issued and my money still has a hold so I cannot purchase another ticket. I spoke with ** in Canada who hung up on me. She was a supervisor but refused to provide me with any information how I could escalate the issue farther. She also refused to provide me with a direct line, or email the bank could use to contact them. She said the money will be released in 5 business days and if it is not then Lufthansa has no control and nobody there is capable of sending a courtesy email to the bank. I explained that 2000.00 is all that is available at this time on the card so I could not purchase another ticket until they release these funds. I also said I was fine with still using them if they would just issue the ticket since they had a hold on the money for three days. Her response was that it was an unfortunate situation.

The bank tried to call as a favor to my husband but was placed on hold for so long. They said they would be glad to call but needed a direct line to call not the reservations general number and that they need to speak with Lufthansa or the money will take 30 days to be released. ** from Lufthansa told me she never heard of this and she deals with banks from around the world and was less than professional. I worked in a call center for years and eventually was a supervisor and did quality monitoring and Lufthansa has terrible customer service on many levels. This flight only had one connection and was 150.00 cheaper than Delta and Air France; however, I regret my using Lufthansa. It sounds like they have a lot of problems with their website technically as well since ** told me she deals with this issue all of the time. Do yourself a favor and do not fly with Lufthansa.

Due to the delay and inadequate alternatives provided by Lufthansa I had to be picked up from the airport to make it to a wedding in time. The earliest onward connection that I was offered would have brought me to Stuttgart two hours later than planned. To ensure we would arrive at our destination in time (a wedding, no less) I was picked up at the airport - a detour of roughly 200km as we could not drive the originally planned route.

Because my outbound flight was not complete, I was told at the airport to later call the Lufthansa hotline which took about 50 minutes on the phone. The first day (after 20 minutes on the phone) I was told to call again next day as some system hadn't been updated. The second day it took more than 25 minutes of waiting before I got to speak to an operative. I wait for an answer for more than two weeks and it's impossible to talk to someone for complaints/refunds. Please avoid them, the way they treat the customers it's just ridiculous.

Then she asked me to wait, and she called the security on board and told them to make sure that I will not open the carrier. I was taken by surprise by this rude manner. I did not ask her to speak nicely because I was already nervous of the flight and was astonished of her behavior although I was agreeing with the rules and I intended to follow them. Silly me I told her at the end "Thank you". I was more nervous during the flight because of that. As it was my first flight with Lufthansa, I think I will reconsider any flight with it again.

They answered some days later saying it was not their problem. I had not paid, and that was all. Incredibly, when I wanted to buy the second ticket that same day I had to pay almost a 100% more for the ticket. The Price had rised almost a 100 % in a week. I tried to contact them again to try to get a better polite price, but they only gave me some "Luftarrogant" frequent flier miles that I am not going to use in my whole life, because I promise, I prefer to die than using "Luftarrogants" or German "arrogant" wings for the rest of my life, because of the way I was treated.

Firstly, we had to wait 2 and a half hours at baggage drop off in Birmingham apparently due to a computer problem, even though we had already checked in online. This would have been ok, if it hadn't been for the disorganized and chaotic queuing system, where people were allowed to push in and the queue for people who had not already checked in was moving freely; people seemed to be only waiting for 10 minutes at most. I thought the whole point of checking in online was to make it quicker? But worst of all was the rudeness of your staff when we just wanted information as to what the delay was.

Secondly, upon arriving in Frankfurt, we had missed both of our connecting flights. The worst thing about this was that there was nobody from Lufthansa available to give us any further information about what to do next. We wandered around the airport for a long time, went past several Lufthansa customer service desks, quite unbelievably without a single member of staff!!! This is shocking at a main connecting airport. At this point, I was tearful, scared and nervous because I am not a frequent or experienced flyer and I did not know what to do. After asking several Lufthansa staff around the airport, who were all very rude, dismissive and poorly informed, we were finally directed to a huge queue for re-booking.

We waited here for hours and hours, without even being sure if we're in the right place. There were a lot of panicked people, not knowing what was going on. During this time, more rude members of staff approached us to ask what we were doing in that queue, in a careless tone, almost acting as though we were standing there for fun! But not a single member of staff came to give us any information or reassurance. In that situation, a bit of friendly service, a smile or some words of comfort would have made all the difference. Is it not a requirement for Lufthansa staff to have good manners at the very least??? While in the queue, we saw that there were several computers free, with some of your staff just sitting around just chatting with each other; this was truly shocking!! How unprofessional.

We were finally re-booked on a flight for the next day after many hours. In the meantime we were sent to a hotel that was miles away, in the middle of nowhere, and told there was a free shuttle to get there. There were loads of people pushing to get on each shuttle, without any organisation from Lufthansa once again. After more hours of waiting and being pushed, we paid 40 to get our own taxi to the hotel. Now, this holiday was supposed to be special. I can rarely afford to go on holiday, and have been looking forward to this for nearly a year.

Thanks to the rudeness, lack of professionalism and lack of anyone who knows what they are doing from Lufthansa, our holiday has been ruined. I feel like I do not want to continue on our journey and would prefer to go home. Your company need to look at your recruitment process as the service is appalling. Now I am sitting here in this awful hotel, feeling utterly depressed and helpless. Thank you Lufthansa.

Lufthansa has the worst customer service on the planet. They have no phone access to a human being. All you can do is email, snail mail, or leave a message. None of which are ever returned or acknowledged. After one particularity egregious mistake that stranded us in Munich at Christmas, I even resorted to writing letters to the Executives in charge of Customer Relations, Sales & Marketing, and the CEO. In total I sent ten letters over a six month period and NEVER had any response from any of these people or the airline. Avoid this airline at all costs.

Next day I went online trying to pick my seat but could not do it. Called Istanbul Lufthansa and was told that my booking would take a bit longer. The following day I called again and was told that all was fine but just was not showing online and I needed to call back in the afternoon. After 3 more calls, with 6-8 minute wait for each, and after a representative hanging up on me, I was told that there was an error in my booking. I was asked to pay an additional $1056 if I wanted to be on this flight. This is on top on what I already paid for round trip to Istanbul, $300 rebooking fee and 20 euro penalty fee. The representative was not willing to come up with any solution.

The upshot: I either pay an additional $1056 or I don't get on this flight. There has been no response from customer relations, other than "we received your email." This is an airline that gets away with blatant extortion! If you don't want to be stranded at the last minute and required to pay a thousand dollar ransom, DO NOT FLY with LUFTHANSA.

They did not offer a refund nor a telephone or email form of communication, just denied his boarding and "Please leave." Because he was 88 years old and far from home, my wife also cancelled her flight to rent a car and take them both home. I flew alone. After my return, I called Lufthansa to get a refund for my father-in-law's ticket. The Lufthansa representative said my father-in-law never came to the airport because his ticket was marked by the Lufthansa agents at MCO as a "no-show." This is clearly false because it was at the airport that his boarding was denied. Yet they falsified his ticket by entering "no-show" as the reason he did not use his ticket.

The proof he was at the airport was the unused ticket of my wife, after she had checked in, because she had to stay with her elderly father. Further, Lufthansa lost my luggage on my flight and had people sitting in the seats that were supposed to be for my wife and father-in-law. Their false claim that my father-in-law is being used by Lufthansa to deny him a refund for his ticket.

The fact was that the airline refused to allow me to board, with the argument of my passport would expire in less than three months, this, despite I explained the reason of my fly was precisely to collect my new passport and showed proof of what I was saying. They argued that the decision was made after having contacted to the concerned persons in Frankfurt. I highlighted the fact that due to it was late night in Frankfurt, most probably there were no Senior personnel on duty enough empowered to make a decision.

I argued that at the time of my arrival in morning times there would the right person to talk to and also I would have the resource to call to my Consulate who would confirm the reason of my travel and could also fax a copy of my new passport. I highlighted the fact that, holding a valid passport, with a return ticket for the next day and being able to demonstrate the reason of my short trip was precisely to collect my new passport, it would be very unlikely that they deny my entry. They responded to my arguments on the pretext of not being willing to take the risk of being fined. They emphasized that the only way they will allow me to board would be if I get a Visa from the German Embassy.

As an alternative, the person in charge of LUFTHANSA operations suggested me the option to fly with another airline, which flight to Frankfurt would depart one hour later; he would transfer my ticket to GULF AIR and from my side I wouldn't tell them the true, instead I would say that I lost my flight with LUFTHANSA due to it was closed when I came late to the airport. I explained the situation with my passport to the staff of GULF AIR, and after some consultations they accepted me of their flight. My boarding pass was issued, I made all security and immigration and was about to board, when suddenly they stopped and notified me that I could not take the fly. I inquired about the reason of this last minute decision, and the airline officer told me that they were aware of the real reason why I did not fly with LUFTHANSA, which mean someone from LUFTHANSA staff filtered the information to GULF AIR.

At that moment I felt like a Jihadist being stopped when attempting to board a flight aiming to join the IS terrorist group. Everybody was looking at me. Given the importance to get my new passport, I decided to stay in Bahrain until the next working day, in order to go to the German Embassy. I went there, but they told me there was nothing they can do because I don't require a visa to enter Germany. I asked for a kind of waiver, but they said that they cannot issue that kind of documents. Due to the negative response, and taking into account the categorical position of LUFTHANSA staff in Manama, I decided to go back to Saudi Arabia.

The decision of the airline cost me, beside a very big displeasure, three days of stay in Bahrain (hotel, food and taxis), taxi from Bahrain to Saudi Arabia, cancellation fine of my room booking in Frankfurt plus two off-duty days without payment. AS IF IT WERE NOT ENOUGH, THE AIRLINE REFUSED TO REIMBURSE ME THE 100% OF THE AIR TICKET; INSTEAD THEY FINED ME WITH €200. In response to my complain through LUFTHANSA website, the only answer I received was a call from the Customer Care Department officer, who limited to apologize for not allowing me to board the flight. There was no clear answer to my complain on the information filtered to the staff of GULF AIR that caused their last minute decision and exposed me to a very embarrassing situation.

Regarding the unacceptable decision taken by LUFTHANSA to charge me a fine of €200, the answer was, there is nothing they can do, due to this is an issue with another department. I want to highlight that one week ago I traveled in a business trip to the cities of Muscat, Oman and Doha, Qatar, in the same circumstances and the airline Qatar Airways was willing, diligent and capable to handle the situation. I will conclude that at the end of this story without a happy ending, there are two losers: I lost an appreciable amount time and money due the unwillingness of the airline management to take what I call a calculated risk; and LUFTHANSA lost a loyal customer.

I was hoping that LUFTHANSA would take more seriously my complain; unfortunately this did not happen. A simple apologize and the insistence on justifying the decision of the airline, ignoring the consequences that such a decision brought to me does not compensate me at all, given the costs in terms of time and money and the very evil moments that LUFTHANSA made me to pass. To finish, I will say that I am extremely disappointed with the very poor, unprofessional and careless service given by LUFTHANSA in this opportunity. From now on, I will delete LUFTHANSA from my favorites airlines list, therefore, I will avoid flying with them unless is strictly necessary.

The Lufthansa agent in Abu-Dhabi refused to extend any help to us. Even after accepting to buy new tickets to continue our journey to Muscat, this agent refused to help with buying the tickets and asked me to try to buy them online (as it was impossible for me to get outside the international zone). I was really lost with three kids on my hand and not knowing what to do! My elder son tried several times to make bookings online but failed due to some problems with the couple of computers available at the airport. It is only after my spouse in Muscat arranged to buy new tickets from Muscat with another airline that our nightmare ended. We spent the whole night in Abu-Dhabi and finally took the Etihad flight the next morning with no help whatsoever from Lufthansa.

We have been customers of Lufthansa on several occasions over the years and we never expected that such a terrible/inhumane experience will be imposed on us by a 'reputed' company!! It was an extremely bad experience and a nightmare that we will never forget...

My each luggage was around 20 kg and the carry-on + laptop was totally 14 Kg (I had put it inside the carry on in order to not carry lot of stuff my crutches). Despite my surprise, he asked me to take out the laptop and let the carry-on be exactly 8 kg!!! I was supposed to ask him to accept my carry-on with the check in baggage but he refused!!! I used to take all the baggage again and move some of the stuff to them to reach to the desired 8 Kg of his opinion. He even didn't pay attention that with crutches I couldn’t carry on heavy 20 kg luggage and when I told him, "I will inform customer service about your attitude," he answered, "Yes, please do that. I'm tired of this job and I don’t have any further motivation!!!"

I don’t remember his name but most likely Samani or (not sure). Hereby I would like to appreciate all cabin crews especially their supervisor who were very nice with me and check in my carry-on before boarding to the luggage. I expect to receive a proper answer and re-action to this rude person to avoid ruining the image of Lufthansa.

I think their customer care is very bad and they cannot admit they are wrong.

In every German airport, there are often security guards at the gate to check documents of arriving passengers from certain destinations!!! Those guards are the most racist filthy you will ever see in your life. There were dirty ugly deformed people. They bark like dogs. Not surprising, because they were raised like animals so they act like animals. Their job is to stop people and check their documents. Of course, the only people were stopped were non-white. They asked the stupidest questions I have ever heard and they never ever say excuse me or thank you because they believe that you don't deserve to be thanked. What a heinous creatures!! Every single time I been into Frankfort airport I have seen this and every time I had to stop and observe them from distant and I always see them with this disgusting attitudes. They have absolutely no shame at all discriminating against others in front of public.

When I went to catch my connected flight there were three security checks and of course the only people who were checked, asked questions, not thanked are non-white. The employees have absolutely no shame at all doing this!!! It is so disturbing that an educated person have to deal with these filthy rude creatures. Apparently these creatures called Germans think that being a non-white is automatically classifies you as poor. Really!!? I have never seen a German who is rich but I have see a lot of Asians and people from other nations who are insanely rich and highly educated. In fact the average income in places such as Japan is much higher than any European country and teenagers in oil-rich countries, for example, drives Ferraris that no German will ever dream of.

I once had a flight from Germany to Toronto, Canada. The Lufthansa representative was acting extremely rude. When I arrived to Toronto I sent a formal complain to Lufthansas headquarter in Germany and demanded an apology. Guess what happen? The headquarter sent the complain to their office in Toronto and let the nice Canadian apologize!!! because Germans are too good to apologize for someone whose name appears to be a non-white!!! What a disgusting people!! No wonder this airlines is the cheapest, low-class trash airlines.

The United Airlines is one the most pathetic flights I have traveled on. No help or preference given for passengers travelling alone with a 2-year old child. On the contrary the air hostess was extremely rude. Here is my experience with a particular air hostess on flight UA 50 on Nov 11, 2014. She gave her name as Julia and I would describe her as average height maybe 5.5, on the healthier side with straight hair. When they came in for the first service round of drinks, I asked for some juice for myself. I realized that my 2-year also wanted some orange juice and hence said "Excuse me, would it be possible to get some juice?" for I really was going to say for my child but before I could complete this sentence, the air hostess, Julia literally screamed at me and said "Can't you just wait. Can you not see there are others waiting? You already got one cup." I was shocked to the core at having been spoken to like this on simply asking for some juice for the child. This is appalling behavior.

Anyways, she eventually did not even bring the juice and my child went thirsty. I then needed to find out which lavatories had diaper stations and so I went back to ask the air hostess. I spoke to the same lady, she was again very rude while speaking to me and turned her head away. It was then that I asked her for her name and she again rudely replied "Julia" and again turned her head as if to avoid any further questions. I was under lot of stress and mental agony after this behavior. I was already travelling alone with a 2-year old and this is the kind of treatment I got. Your website mentions a so-called pleasant experience and preference for people with children. All false. The airlines you associate with should have the same respect for passengers. This was downright condescending treatment.

Secondly, I had reserved my seats for the flight from Frankfurt to Pune on Lufthansa's website. Even now, I can see the reservations as 11D and 11E. When I checked in at Newark , they did not give me a boarding pass for the connecting flight from Frankfurt and I had to go through the additional hassle of checking in at Frankfurt. When I did check in at Frankfurt, they have me seats 19C and 19D. I told the lady that I had already reserved 11D and 11E, but she said she did not know. This is completely cheating the passenger. And on top of that, the seats 19C and 19D were not even together.

I got the shock of my life when I boarded and saw the seats were on opposite sides. In other words the seats were separated by the aisle. How is a parent expected to take care of a 2-year without getting up, which at times is not even permitted (landing/takeoff, weather turbulence, etc.) or may not be possible for reasons related to the parent's own safety or safety of other passengers. Also is it right to expect a 2-year-old child to sit next to a stranger? Completely appalling that Lufthansa would give a 2-year-old child travelling alone with her mother completely different seats. Did you really expect a 2-year-old to sit separately from the mother?

I was in absolute distress. The flight air hostess just argued that she could not do anything and that I should just take a seat. When I did try to put my child in the separate seat, she was so scared and started crying constantly. Hence, my child's safety and health were put at great risk. I am due to take a return flight and as a mother who has to travel again with a 2-year-old on the same return flight, the mental agony and stress I am under is hard to describe in words.

Long story short, she said and documented that it was found and placed in a Lufthansa office, where it was apparently stolen, leaving only the case, apparently by a Lufthansa employee. We called a customer rep, the Charlotte police, another customer rep, sent said rep pictures of the model that was stolen to a few different offices within the company. Whatever office we called kicked the can to another office, often telling us to call the office that had just told us to call them. Eventually we just gave up and ate the loss of the camera. Just now, though, the loss of the pictures is eating at me. I plan on channeling my energy into any venue I can find to at least let as many people know this as possible.

1. Legroom worse than even Spicejet - Being over 6 Ft tall, I traveled all the way with my knees resting on the back of the seat in front.

2. Unfriendly, rude and over-the-hill matronly hostesses.

3. They don't even serve water at the seat!!! Can you imagine... When I asked for water I was told to go and serve myself in the galley. In the galley they had lined up about 20 odd half filled glasses of water (no cover..nothing, just lying open with dust and God knows what else falling in) and you are supposed to help yourself here). Never seen this self service system on any other airline.

4. Terrible food... almost every meal returned the food because it was so unappetizing.

5. Seat booking Money Maker - if you want to book a seat in advance you pay close to $100. Or wait your chance to web check-in 23hrs (not even 24hrs) before the flight.

6. Finally reached Frankfurt to change planes. My flight to Boston was displaying on the TV screens, but no Gate indicated for a very long time. Some co-passengers were speculating it might be a particular gate so we went up to the gate and approached another matronly Aunty manning it. All I did was ask her if my Flight Number was departing from that gate. She looked at me icily and rudely admonished me saying "I am not the Information counter"... Can you imagine!!!! What kind of customer service does Lufthansa think it is providing?

7. I checked in for the return flight on my mobile and was issue only 1 boarding pass for 1st leg up to Munich. No information on what happens to 2nd leg Munich to Mumbai. When I go to check in counter at Boston airport, they also try to generate the boarding pass, but cannot and have no idea why. They tell me to try in Munich. I tell them that when I flew Mumbai to Boston, they issued me both Boarding Passes at Mumbai... so why not now? They have no answer.

Lufthansa is NOT what you may imagine it to be, all the German engineering and efficiency has gone down the drain like the rest of the European economy. Avoid flying this airline if you can.

I will not travel with this company again. A simple sincere sorry would have been significantly more than I got.

I approached a customer service official in the boarding gate next to mine (since no one was present in my boarding gate--typical Lufthansa style). I informed him that I was having tremors and I suffer from epilepsy. I asked him if there was any private lounge where I could lie down until my flight because these tremors may lead to a full seizure, however they most often do not. I merely asked him for a place to lie down so I could be comfortable knowing that I was being watched if anything happened.

He looked at me with a straight face (not even sure this man could understand English) and said there is nothing he can do for me, there are no lounges available. Then I asked if someone could watch me while I was lying down on the chairs and he said "no ma'am, we cannot do that." Firstly, he refused to recognize that I was obviously shaking and needed to be watched. More so, he did not care that this could turn into a serious medical emergency. The most basic customer service he could have given me is called a medical professional to assist me, which he again refused to do. I am very lucky to have sat down next to a nice family who watched over me while the tremors subsided and helped me during boarding.

What is the point of paying thousands of dollars to Lufthansa if you cannot expect a basic service such as medical assistance??? This man made me feel ashamed for even asking for help, like I should have to feel bad for my condition. The complete lack of sympathy is what angered me the most. Before boarding, I approached the flight attendant at my boarding gate and told her about what happened. She was very kind to help me enter the flight with the parents with toddlers' group so that I could lie down immediately. She apologized for the inconvenience but honestly there was not much she could do after I was refused help when I needed it the most.

Lufthansa should be ashamed that I had to suffer through this ordeal only because they employ incompetent individuals in their company. I just want to ask, how would you feel if you were on the verge of a medical emergency and no one was willing to help you? It is safe to say I will never be flying with Lufthansa again or ever accept a layover in Frankfurt. I am so glad and relieved that I hadn't purchased my return ticket with Lufthansa prior to this experience because I don't think I could have handled another awful experience with them. Moreover, the level of kindness and customer service that Emirates provided on my way back is unparalleled. Do yourself a favor and DON'T fly with Lufthansa. Even if it is the cheapest offer by thousands of dollars (which it is NOT), they won't have your back during a medical emergency and if an airline can't provide a basic service like that, is it worth the money you saved?

We were blatantly told by the gate agent boss we could not get on. Our seats were sold and assigned to others, with United/Lufthansa knowing full well we were en-route from our connecting flight. For ten minutes, we were lied to by this overbearing, gate agent boss. First she said there were no seats. Then she said one has to stay behind, three of you can go. Then after more heated negotiations behind the counter, they gave separate seats to us all around the plane. Then she had the nerve to say we made this plane late and our bags would not make the flight.

It was a very upsetting and traumatic event especially for my 81-year mother and my small child. There seems to be no rational reason for this confrontation. Our seats should have never been given away/sold. I really don't know if anything can be done to discipline this agent. I only know that after using United for thirty years, I hope never to set foot on United/Lufthansa again.

I always disliked and had heard negative comments abut Lufthansa, and did not expected much better from Lufthansa, however this incident was way too bizarre and unfair, and believe I deserved better. No consideration was given to the customer. I was treated in the most disgraceful manner, and I am still in shock and can't believe this happened in this day and age. With so many choices that a customer has, and how brave Lufthansa was to clearly not mind ruining their reputation. I don't know anyone who has anything good to say about Lufthansa.

That person behave so badly that I broke down after a while but he didn't care. I also told him that I shall immediately book another flight to Czech Republic (Prague) and then fly out from there. But instead, he just scratched my visa and threw my passport aside. All this while I thought I made a mistake and the officer was right. After looking at another blog recently where a similar thing happened to senior citizens, I was shocked. I have heard that Lufthansa does this purposely due to over booked flights and make people helpless for no fault of theirs. How dare he scratch my visa when he's not even an immigration officer? I hope this matter is taken up seriously and looked into very seriously. If it's my fault, then I would with all my humility accept my fault in booking the flight to a wrong destination.

He even managed to insult my Wife and infant son in front of the Purser calling us "your wife or whatever she is and your daughter" seeing he had his hair cut short and wearing a t-shirt and shorts. I will never fly with this racist airline. All the staff seem to have the same attitude but for legal reasons and maintain legal limits to not show it. A truly racist airline - good if you are of the Aryan race, otherwise avoid.

I have phoned offices in Mallorca Airport where I filed a lost report upon arrival. I have spoke with Lufthansa baggage tracking in the UK. I was advised to call Frankfurt which I did, as well as in this previous e-mail, I called the Athens Lost and found baggage. I can't seem to get the slightest bit of help from anyone even though people in Athens tell me they are physically looking at this Garment Bag. I can't seem to get an authorization code from the lost and found handler in Mallorca who seem to be more interested in passing the problem onto someone else than dealing with what they are contracted to do. They continuously advise me to call Lufthansa in Frankfurt. Every Lufthansa representative I have spoke with and there have been many, all advise without an "LH ----" authorization code they cannot do anything even though I have been given some "-----" code by, what I can only assume, is the contract Lost and Found handlers at the ATH airport.

In any other country and the numerous airlines I travel on I am 100% certain the priority would have been to return this simple one piece of baggage to the hands of their Business Class passenger within 24 hours but these seems to be the least important approach of Lufthansa. After 10-15 frustrating phone calls to 4 different countries and 6-8 offices and departments over the last 2 days it appears I must give up the thought of ever being reunited with this Garment Bag even though everyone knows where it is and where I am.

I am completely disgusted with Lufthansa Airlines. I will never ever fly with this airline again, I will take my business class patronage to other airlines and of course I am going to share this with my colleagues who all fly business class and advise they not utilize this ridiculous airline. My only recourse, now that I have had to purchase all new items (2,000 Euro) that were in that bag due to the delay and apparent permanent loss, is to blog online on any and every travel site I can find to speak of my experience incredibly insensitive attention by Lufthansa. If this is how they treat their bread and butter customers think about the level of service to other classes of travel utilizing Lufthansa. Completely dissatisfied and never again with Lufthansa.

As for the return trip by the time that was made, my son was over two years old (he turned 2 during the trip). At the start of the return trip, no flight agents (at check-in, or anywhere else), demanded that he pay for a ticket, even though it was fully disclosed that he was now over two. He was allowed to keep infant-in-lap status through the return trip, until the last leg of the return trip. Before that last leg of the return started though, Lufthansa agents stepped into the situation on Munich, and forced us to pay for the last leg of the return trip. I argued with Lufthansa about this. Contrary to whatever Lufthansa might tell you, over the course of that long argument, it was revealed that Lufthansa has no fixed policy for decision-making in cases like this (at least they did not have such a policy in August 2013).

And in fact, Lufthansa had clearly and unequivocally shown concrete evidence, through the first of the round trip, that it, as an airline, was willing to let my son fly as infant-in-lap (again, with full disclosure of his birth date all throughout the purchase and flights). So, with no fixed policy or rule in place for this kind of case, but with that practical evidence of how Lufthansa handles that kind of case, there was no systematic reasoning behind the Lufthansa agents forcing me to pay for the last leg of the trip. Did Lufthansa make a mistake in selling me the infant-in-lap ticket for my son in the first place, considering his birthday during the trip? If so, then so be it but this would be Lufthansa's mistake, not mine, and in no way should I have to pay for Lufthansa's mistake! At any rate, other airlines and other flights back to Newark were not feasible at this point, so I ended up paying.

Unfortunately, paying for my son's ticket (his own seat) also resulted in our not being able to take the flight back to Newark on that same day, so my family and I had to delay our last flight home until the next day, which means I not only had to pay for the ticket for the last leg of the trip for my infant son, but also for hotel, etc. And then there was (2), the awful behavior of the horrible agents who dealt with me. These two agents were nothing more than thugs. After the dispute began, the first agent who was trying to handle my case raised his voice and threatened to call the police if we did not submit to him and pay! What?! My young daughter and wife were traumatized by his yelling and his threatening to call the police. This was crazy behavior on the part of the agent.

The second agent, the first agent's boss, was eventually brought in, and while he did not make the same threat, he laughed at us with the other agent as I repeated that the threat about the police was totally unacceptable. In all of my years of being a consumer of goods and services, this customer service I received from these two agents ranks in my top two or three worst experiences. This part of how they treated us even beyond any pricing dispute was so bad, and so crazy, that it was absolutely astonishing. This airline does not stand out in any other ways, and customer service is horrible.

Lufthansa rebooked me on flights through Toronto for 4/7/14 and sent a email confirmation. I found this out when I received an email around 1:30. I phoned Lufthansa and they told me their computers were down and to call back. I called back twice and finally they said they would call me. They called back around 2 hours later and they said I never had a confirmed reservation and I told them I had a written email confirmation. They insinuated I was not telling the truth and I did not have confirmed flights... I called back a few more times and I was advised to write a letter to get it resolved despite the fact that I was flying the next day.

It took over 12 hours to get this resolved and I wasted an entire day and had expenses as a result. They finally booked me through Houston for the second time. After arriving in Houston on Lufthansa, my connecting flight to Pittsburgh was canceled and had to leave Houston the next day. In all, I had 5 flights canceled or had confirmed reservations that I was denied seats, and arrived home 2 days late. In the month since this happened I have contacted Lufthansa various ways including via certified mail and Lufthansa has never responded.

We are angry that Lufthansa and their partners can do this to their passengers. Flight back was from Cologne main station by train, however connecting flight in Frankfurt was very difficult since Lufthansa refused to check us in up on arrival since we were booked on Air Canada. We had to race through the terminals to reach Air Canada counters, who reopened their counter to get us on the plane since boarding had stopped 10 minutes before. Therefore we missed the Duty Free shop. Lufthansa should not treat its passengers this way. This is last time I am going to use the railway part of their flights. Otherwise service was fine on board.

The feeling of sadness has definitely marred the half day trip for her also because the staff rudely ignored her when she attempted reasoning with her. The point is not to make a case for not paying for excess baggage but for a reasonable amount to be charged in proportion to the excess per kg as opposed to the uniform lump sum charged at the moment. This is exploitative and Lufthansa should please do something about it. I feel bad about it myself.

I had a ticket from Ankara to Prague on July 1st 2013 for the following connected flight: LH 1291 Ankara Frankfurt 4.55-07.20; LH 1394 Frankfurt Prague 10.10-11.10. I completed first part of my flight and was waiting at the Frankfurt airport; however I fell asleep. However about 1 hour before my flight, I was awake and did not hear any announces made.

I went to gate A28 printed on my boarding pass at 9.40 boarding time. There was no Lufthansa officer or anything on lighted boards above, so I asked one of the 2 passengers sitting. They told me they were also waiting for the Prague flight. I waited few minutes, but then suspected something was wrong and looked for some officer but there was nobody to ask. Then I walked to see some big board marking flight gate numbers but could not find a nearby one. Then I called Lufthansa information center 118 by the phones at the airport. The officer said I was absent on the plane. They waited for me while boarding and that it would be gate A24 for my flight. I quickly ran for the gate; however the plane was gone (if it were A24 gate truly!).

Then I went to one Lufthansa information center and made my complaint. They said they would book me for the next flight LH 1396 at 12.10, however that I had to pay 75 Euros. I said it was also their fault as well as mine that I missed the plane, and did not want to pay. I talked with a lady, their manager. She told me that I had to pay the charge. So I paid and booked for the next flight which was 2 hours later. However I felt very upset and discontent about this situation!

The officer on 118 told me that they were aware I was absent and that they waited for me (2 other ladies also missed the plane!). If they waited for me, why did they not announce me at the airport by name? Usually good airline companies do this announcement for late passengers! Is your company not that good? I had completed the 1st part of my journey from Ankara to Frankfurt and had entered Frankfurt by Passport. I was surely there, where else could I be? Other than that there was nobody at A28, not a sign, not a warning, no officer to warn us 3 missing passengers! What kind of customer care and treatment! Officer on line 118 told me gate is A24 and the plane is late; however there was nobody there either!

Is it the policy of Lufthansa company to create situations for passengers to miss their plane, and then charge them extra amounts of cash to compensate indirectly for company profits? This is the first thing that occurs to my mind when I consider all these situations I have been through and all the inconvenience that has been caused. With some simple measures on time, I would not have missed the plane at all! However all missing acts, wrong information perhaps was done to charge extra 75 Euros! Besides I missed 2 hours of the economic Conference which I was flying to participate!

I am very discontent and require you to refund the 75 Euros you have charged back to my credit card! If not, I will decide not to travel with your company again, and I will write about this inconvenience on the related sites in the internet! On the other hand I am as well affected adversely by missing hours of my conference. Also on the way back, on July 4th, LH 1697 flight 6.30 from Prague to Munich, one of your stewardesses was very impolite. I asked her why I was not given a chocolate as snack served on the plane. She said, “You did not say good morning to my friend at the entrance and that’s why she did not give you!” What kind of an answer is this?!! I told her she was rude and bad mannered.

Then she started to shout at me, and everybody on the plane heard this around my seat 29D. I asked her name, she showed me her badge - her name was Sohi ** - and I said I would make a complaint about her to the company! I believe she is an exception because all the other staff I met on and off the planes in your company was very polite and helpful all through my journeys (also my flight to & from Berlin on 20-23rd June). Thank you for your concern.

After about a week I called LH in NYC & was told they had no record of my fax. The Agent said "they may have ARCHIVED it"! That amazed me, & so I called LH Frankfurt. The Agent there right away had problems with my reservation code. But after some searching, he found the original ticket number, which is **. He gave me a fax number for LH in BERLIN. I included my 2 Munich phone numbers, my email & the death certificate, with the request to contact me at once upon receipt of this fax. NO SUCH THING HAPPENED! I was not at all contacted by LH Berlin. Again I called Frankfurt only to find out for the agent to claim: There is no such Reservation code!

On the next call to LH, I had to realize that I was calling a CALL CENTER in CHECHIA!!!!! They did not have a CLUE about anything!!! Now I had to decide what do next... Call Air Canada & pay for a new ticket? But AC flies to Toronto first which would mean a long flight for me as I had to get to Victoria, BC. So I went to the Munich travel Agent my sister used & showed her my LH file. What other choice would I have but again use LH as it flies directly to YVR! And so I bought an LH return ticket to Victoria with LH, departing this September 23rd. Basically LH LOST STEALING MONEY FROM ME. The estate situation included selling 2 Apartments & 2 Minis, which involved fighting with BMW re those contracts.

Well, another staff member returned within a few minutes with this second meal. After another 15 min., this senior purser came to us with 2 empty aluminium meal trays on a plastic tray. He accused us very loudly of lying to him. He said he wanted our names or he will call the police when the flight lands at Singapore and he will have us escorted off the plane by police. Well, we gave him our names. He didn't want to listen to our explanation of the situation. He was just repeating that we were liars and what kind of people we were to lie to him.

By this stage about a dozen people were watching this scene he had made. In the end, I wish we had not asked for this second meal, as the food was real ** anyway, dry rice with sour tasting chicken, and also because of the stress this old ** caused us (was not able to sleep properly until the next night). Also, the general level of staff friendliness is well below the standards of any Asian airlines or Emirates for example, which I would say to be in the top 5 airlines of the world . So, beware of Lufthansa. They have crap staff, crap service, and very hard plastic seats. Not Recommended, 1 out of 10.

Lufthansa needs to understand if you want to be the best airline in the world you must treat people equally. Regardless if you're black, white, yellow or alien. I hope my experience with this flight was not because of my skin tone.. I hope it is because I'm American. The new slogan for Lufthansa should be called... "Lufthansa! The Best Way To Fly White."

I asked my question about the bereavement fares to the agent and the agent told me that it is available on the ticket which I wanted to shortlist. So, he said due to the situation of the passenger, I should be able to get the special fare and my price will be $1080 something instead of $1500 which I saw online. Please note there is no reason anyone would pay $1830.10 for a ticket when the same is available for $1500 online on their website. I requested multiple times to the agent to confirm the same and was told the price as $1080 something....

I confirmed and made the booking but then received the American Express statement next month with an entry shown as $1830.10 charged by Lufthansa and I was taken aback. There was no email communication or letter sent to me on this special fare other than they promised me over the phone. I did receive the eTicket though along with 2 other documents right away but that didn't have the pricing information. All three documents have been uploaded to Lufthansa document center.

I requested them to listen to the conversation recording together to see how come this has all gone so wrong when the whole purpose of my call to care center was to save some cost BUT they refused. If they are right I don't understand why we can't listen to this together. American Express also washed their hands off and asked me to sort this out with Lufthansa. The worst airline and would never fly with them again. It's a clear case of fraud and fooling people.

When my mother landed from Budapest to Mumbai, there was no guide available outside, while it was informed that the guide will be there standing with the name signboard. My mother, 70 yrs of age was lost and tried to find her own way. Finally after 30 mins she was able to clear her immigration and reach the boarding gate. After 30 mins the Hindi speaking guide reached the gate shouting with a loud voice, that the plane arrived 10 mins early that's why I was not there. "Doesn't the guides have view of the plane arrival?" Is the process with Lufthansa so incompliant or is it specific to this guide in particular?

My mother wanted to shop at Duty free, to which the guide said, "Please buy a wine bottle and if you can then give me half of it to drink." She definitely helped my mother with a cup of coffee, but did the same for other passengers too, so not something that was done for my mom exclusive for paying 83 euros for this service. She took my mother to the toilet, so my mother said, "Please wait outside since I won't be able to find the way," but when my mother came out, the guide was missing again. She again came after 15 mins with a statement, "You old women are high in air becoz you are returning to India." This is the worst treatment which I am sure a 70 yr old retired school principal doesn't deserve.

The guide was least interested in helping the senior citizen or showing respect towards them, rather was more interested in socializing with her own colleagues (making my mother stand next to them till they finish their giggling), drinking wine (on duty). I had requested for the guide service since my mother is 70 years of age and doesn't speak the language. But she rather than being helped was left in tears with such insulting words and left to find her own way.

We were around 26 people in the bus: Americans, French, and Germans; some of them should drive further in another cities and relatives/friends/colleagues waited for them so many hours! I returned home on Saturday, May 25, 2013. My vacation was very short. I went to visit my father who is old and weak, and spent a day to get from Germany to Romania, much longer time than flying from Los Angeles to Munich! I will never ever book any flight with Lufthansa and already have told a lot of friends and relatives what happened and advised them to think twice before buying a ticket with this company in the future. I have flown many times with it and never had any problems. Maybe it's time to review your policy, attitude and services. We pay a lot of money and want decent services. Thank you and hope something will be done.

Can you imagine your 2-year-old boy in the back side of the plane and your seven-year-old daughter seated in front, and you are in the middle of the airplane? For god's sake, it is common sense that a mother must sit with her little kids. Lufthansa employees are very rude and mean to their customers when you have a basic request such as seating with little kids together. This is the 2nd time this has happened to us.

16 March 2013: Thanks to Lufthansa to ruin my vacation and business trip to Miami. I arrived to Miami by FRA-MIA flight on March 16, 3PM. My luggage didn't show up. I filled up a lost luggage form. They told me that my luggage will come with the next flight, which will be tomorrow at the same time. So they told me it will take 5 hours to clear the customs and other things, and I could get my luggage by March 17, 8PM. Looks fine, but I shouldn't have believed what they told me.

17 March 2013: I started waiting for it, but it didn't come by then. So my calls started to the call center 1-877-234-3449. They were my travel mates during my stay in Miami because I haven't talked to anyone more than I talked to them. After many calls that night, finally they told me they can't deliver my bag before midnight. Okay, I started waiting midnight. It didn't show up as you may guess.

18 March 2013: In the morning of March 18, I called them again to ask my luggage. They told me it has already been delivered! But the reception did not verify that any luggage was delivered. So for the next 3 hours, nobody knew where my luggage was! After 3 hours of investigation, the call center came up with a new info. They told me it wasn't delivered last night because they couldn't find the address, so they took it back! This info was declared to be false later on. I asked them why they didn't give a call to the reception even if it was asked each time I talked to the call center, which was clearly given in my contact info! As you may guess, no reply!

But the adventure continues. About 3PM they promised me my luggage will be with me between 5-6PM. That's fine, I could wait a couple more hours. I already checked out the hotel to stay at another place and waited in front of the hotel to go somewhere else. So I did not want to leave there without getting my luggage. Sure, they didn't bring it by 6PM. Same story. I had a call. They told me to wait a little bit more. I waited one more hour. I called again. They told me due to heavy traffic, it lasted longer than expected. By the way, I am just 20 minutes far away from the airport. They called the delivery company and told me that my luggage was on the way and will be with me in 10 to 15 minutes. It was about 7PM. That's fine, but guess what? It didn't show up again!

So I made another call about 8PM. This time they told me they could not give any certain time, but they will try to bring my luggage at midnight. It was 10PM. I was terribly upset, stuck in a place where I shouldn't be at, my vacation ruined, lost a lot of valuable hours and after waiting about 31 hours since my luggage arrived at the airport and making more than 20 calls to the call center, I don't even have an estimate what time I could get my luggage. This was so unacceptable. The trouble continues. It wasn't delivered at midnight also. Then I had to transfer to another hotel without my luggage. So another day of my precious trip to Miami was wasted by Lufthansa even if they promised to deliver it during the day.

19 March 2013: I called the call center as regular. That's becoming my hobby. After reading all the notes that took about 20 minutes, they told me that the delivery was probably made but not sure what time. So I called the hotel, which I was staying to verify whether they received the luggage. They didn't get anything, so I was lost again. During the daytime, I had to call them many times to get a clear and definite information regarding where my luggage was. Finally, they told me that I should better talk with the delivery company! So here comes a new period in the pursuit of finding my luggage.

Then I started calling the delivery company. They were so sure that Lufthansa call center was giving me wrong information. They told me that my luggage has never been given to the delivery company by Lufthansa and it was staying in the airport for two days! You can't imagine how much I was frustrated due to the insufficient luggage tracking system and that I had to solve this problem by myself, even talking with a subcontractor of Lufthansa considering Lufthansa was very responsible to deliver the luggage to me in a timely manner and efficient way.

The delivery company told me that they need to verify if my luggage is actually in the airport. After about an hour, at 6PM, I talked with a person from the delivery company whose name is Eric. He informed me regarding the status of my luggage. According to him, my luggage was staying in the airport for two days and had never been loaded on the truck. I was so astonished with this info. Because this means that the call center was totally making up some stories about the status of my bag for the last two days. I asked this directly to Eric. His comment was very surprising, "They are **. They don't know anything. They are located in Canada and making up stories." In short, Eric told me to go to the airport and take my luggage myself. And I did that.

But Eric was so wrong! My luggage was not there also! I was totally frustrated. All I could think of at that moment was to find my bag and return back at my home safe. The responsible personnel doesn't have any clue of where my bag is. Apparently, they don't have a reliable tracking system of a lost luggage. So they told me to go to my ex-hotel and check if it is there or not! That was being so ridiculous chasing after my bag. I told them, "No, I will not go anywhere. I will just call the police and tell them that you are hiding my luggage." It was like a set-up joke scene.

After then they told me that they will call my ex-hotel to check. That was so surprising because they were not sure whether they delivered it to the hotel or not. Rationally, they should be sure about where they delivered the luggage, who received it, what time it was delivered and so on. It's not a rocket science! At last they called my ex-hotel and found out that my luggage was delivered there! Thank God. Finally we succeeded to find it. They dropped it in my hotel, but they had no clue about it! They learned it after calling the hotel and let them check if there is a luggage with my name on it. I waited about 30 minutes in the office for them to find the exact address of my bag. That was so unacceptable.

This could seem like a really long complaint letter with many details. But believe me, I am not giving many details and summary of the many other calls. This is not how a business should be done. I was shocked to see how an airline company could be this much disorganized and lack managing of a lost luggage. Eric and the Lufthansa employee were blaming the hotel not to deliver my luggage to me. That was so sad to see that they do not even know that they are responsible with my luggage until I receive it.

The entire incident was not handled properly. There was no system at all. Call center was just making the situation even worse by providing wrong information. There was no focus on passenger's satisfaction. My experience is that there was no customer service at Lufthansa, at least in Miami airport. The way how lost luggage management handled the problem was catastrophic. Lost luggage is a common issue for airlines, which shouldn't be classified as a big deal. But the way they handle makes all the difference.

I unfortunately already had a lost baggage problem with another major airline. Contrary to Lufthansa, they handled it in a very quick and efficient manner. They delivered my luggage to the exact location at the exact time of what I had been advised beforehand. I am astonished by the poor quality of Lufthansa's customer services. Main concern here is not about losing a luggage but the whole way the lost luggage issue was handled and managed (or not managed). I would like to publish my dissatisfaction to demonstrate as an example how extent a very well recognized company could manage a situation this much disorganized.

They told me that they couldn't deliver my bag before midnight. Okay, I started waiting. At midnight, it didn't show up as you may guess. On the morning of 18 March, I called them again to ask about my luggage. They told me that it had already been delivered! But the reception denied it, that they hadn't been delivered any luggage. So for next 3 hours, nobody knew where my luggage was! After 3 hours of investigation, the call center came up with new info. They told me that it hadn't been delivered last night because they couldn't find the address so they took it back! I asked them why they didn't give a call to the reception. It was even asked each time I talked to the call center which was clearly given in my contact info! As you may guess, there was no reply!

But the adventure continued. About 3 pm, they promised me my luggage would be with me between 5-6 pm. That was fine; I could wait a couple more hours. I already checked out of the hotel and waited in front of the hotel to go somewhere else. But I could not leave there without getting my luggage.

Sure, they didn't bring it by 6 pm. It was the same story; I had a call. They told me to wait a little bit more. I waited one more hour. I called again. They told me that due to heavy traffic, it lasted longer than expected (by the way, I am just 15 minutes far away from the airport). They called the delivery company and told me that my luggage would be with me in 10 to 15 minutes. It was about 7 pm. That was fine. But guess what? It didn't show up again! So I made another call at about 8 pm and this time they told me they would bring my luggage at midnight!

I was terribly upset, stuck in a place where I shouldn't be at, my vacation ruined. I lost a lot of valuable hours and after waiting about 27 hours since my luggage arrived at airport and making more than 20 calls to the call center, I don't even have an estimate as to what time I could get my luggage. This was so unacceptable. It's now 10 pm and after 29 hours since my luggage arrived at Miami airport, I don't have any clue when I could get my luggage. The trouble continues...

When he started to calculate fees, his colleague corrected him as he was calculating fees from Cape Town to Istanbul. He repeatedly made errors in calculations which didn't give me any confidence he was doing it correctly so I kindly asked him if I can get someone else to double check his calculations. He then got up and shouted in German if someone else can check fees for us because we don't trust him. He then returned with another figure which was higher than original saying to a colleague that we have to pay more, “It serves them right.” I told him if he made us aware about ticket fees on time, my friend would have boarded the flight to Cape Town by himself. He then replied how he heard my friend telling me in our private conversation that he doesn't want to travel without me which I found unprofessional, listening to my private conversation as he was supposedly doing his work?

I have explained to Emanuel that Australian citizens don't require a visa for South Africa and he showed me on his computer screen it's a requirement to have one empty page in the passport. I had several pages in my passport with one or two stamps and after speaking to an Australian consulate official, I was told it's up to the airline discretion if they want to let me board the flight or not. We spent over an hour with Emanuel. We even called the supervisor who also didn't have much understanding but acted in a professional behavior. We were drained out and worried about our luggage. Emanuel calculated fees in Australian dollars as that was the ticket purchase currency. However, instead of converting the amount into Euros, he simply charged my friend’s card the full amount in Euros which we noticed too late. I asked him what fees we were being charged and he couldn't answer as it was all coded and he didn't know the codes.

I wanted to know what I was getting charged for. He was showing little patience and in between serving us, he was complimenting his colleague's glasses, telling another passenger who was standing next to us to keep quiet as he couldn't concentrate. His behavior was simply rude and unprofessional. After paying the fees, he told us to go to Arrival Hall B to get our luggage from carousel number 16 which was supposed to arrive within the next hour as he made a phone call. It was already very late. We were left at the airport in the middle of the night without any assistance of finding hotel accommodation, nothing. After waiting for our luggage for over two hours, we were told by another luggage officer that our luggage won't arrive tonight as they are overloaded with luggage from the previous day. We left the airport without our luggage around 1 am with no hotel booking in freezing cold weather. Most hotels were overbooked as there was a snow storm the previous day and many passengers had missed their flights.

I managed to get a new passport the following day and boarded a flight to Cape Town via Munich. Upon arrival in Cape Town, my friend's luggage was delayed for 4 days. I spoke to immigration official at Cape Town airport explaining to them what happened in Frankfurt with my passport and I was told by immigration officer that there is no longer a requirement for an empty page. The reason they needed an empty page in the passport is because they had to put a visa sticker which they no longer use. They simply stamped my passport as they did in any other airport. After all the inconvenience I went through, I couldn't believe I didn't even need that empty page that got me denied from boarding the flight. Emanuel told me if they let me board the flight, I would get arrested at South African airport and after telling that to South African immigration officer, he laughed. I kindly ask you to have a full investigation into this matter as I will take this further. I have traveled with Lufthansa many times in the past and this is the worst experience I have ever had with any airline.

I did not get any help nor assistance from Lufthansa as I was left in the middle of the night at the airport. I will investigate if you can simply deny someone boarding the flight and leave them stranded with no luggage at the airport. After purchasing the ticket with Lufthansa to Cape Town, it doesn't say anywhere that I had to have an empty page in my passport. After traveling around the world, it's hard to have any control where custom officers stamp your passport. I believe, after all we went through, we should have not been charged the fees as we weren't explained on time that my friend would get charged if he didn't board the flight. On top of all that, we incurred high hotel costs for the night as the hotels were overbooked. I made a complaint to Lufthansa but have not received a reply yet. Emanuel ** definitely needs some coaching on how to behave in a professional manner.

Since then, I've been desperately trying to get my luggage back (which has been found and is back to Brussels airport). There was no phone call from the Lufthansa customer services, no reply to my email and no reply to my phone calls. Unfortunately, I already had a lost baggage problem with KLM in July 2012, which with a difference from Lufthansa, handled it in a very fair and efficient manner - contrary from Lufthansa. I am speechless with the poor quality of its customer services.

I have gone through the process again via Microsoft Internet Explorer to purchase the ticket successfully. I still can not figure out what happened the first time. I think if Lufthansa is sincere, they should first of all make the website clearer and then allow customer a bit time to respond before canceling the ticket and charge a fee. I am a frequent flyer. This is the very first time I have any issue with online booking. The whole process makes me suspect that the unclear website was maybe intentionally designed to charge additional fees.

After waiting what seemed like hours, I was told I was sent to the wrong window. I must go to gate Z. I asked for help, but all Lufthansa's employees ignored me or they claimed they can't help! “Was it discrimination?” I received help from a fellow American passenger; it was a long way to walk. I again asked for assistance, same response. Moments before we landed, we were informed by the pilot that all of our luggage were left behind in Germany, not just few but all passengers. We were asked to fill a form and pass it to Lufthansa people upon arrival to Detroit.

Long, miserable, lousy flight now this? The pilot told us Lufthansa will issue us vouchers for our trouble. But they took the filled forms and gave the first few rebates/refunds. When I asked, I was told I am not eligible because I am from Michigan, "Is it discrimination?" I tried to call and complain, the number was always busy. I tried online; there were no customer service department. Finally, I had a response from the Facebook Lufthansa wall. It took over a month to hear back from their customer service department. Are you ready now to hear what their answer was? They offered me a one hundred dollar back! That is not discrimination; it is an insult. What do you all think?

This agent wrote on our boarding passes ‘2 x extra piece’ and then wrote **. I think this was her employee number. We ended up standing in line to speak to a supervisor for over 1 hour before we finally got them to allow us to check each of our bags for only 50 euros. I plan on telling everyone I know to never fly Lufthansa after this experience. I will never fly them again. I have copies of this boarding pass she wrote on if anyone wants to see it. My receipt for the 50 euros shows ** who argued with us for nearly an hour before agreeing to the 50 euros.

Looking over the mileage requirements to buy anything with your miles, the few bits of garbage on offer and the absurd number of miles required for everything, I just thought I would warn anyone considering joining the Miles & More program. Don't touch it! Oh! Any accumulated mileage is only good for 1 year.

I looked back while she was searching me and I realized my small belly bag with my passport in it was not visible and I panicked. I told her I was worried about my passport and she told me to shut up and she said she would call the police. I said, "Please call the police," because I really wanted to know what was going on. She again warned me: "I’ll call police," as if I was afraid of the police, and I said again. "I want you to call the police." She looked at the side where the gate security guy was and then she asked me to lift up my bare foot, and I did. The policewoman came and I explained to her that I was worried about my passport. She pointed out at one tray at the corner and smiled. The police explained that the woman who was searching me does not speak English. At least the policewoman was acting normally and polite. I thanked her and then the woman who was searching me told me to walk over to the gate security that was continually searching my traveler's bag as if it was a tunnel.

I asked him what was he looking for and he looked at me with hatred. Then I understood why he decided to give me a hard time. It was because I tried to help at the gate when the girl dropped something on the floor. I was shocked to realize that; such hatred from him only because I tried to help. Of course there was nothing to be found, because I would never carry anything that would incriminate me. It was not my first time to travel by airplane but I have never been searched in the past. It was the first time to travel by Lufthansa and I got searched on the first time. I will never travel again with Lufthansa. You hire psychopaths to work for you, then you know what to expect. I was wearing the same things on my way to Frankfurt but I was not searched. That guy was a psychopath, and an evil man. Yes, he was tall, and sort of bald or thin hair, white male (I am white), and chubby. I should have gotten his name but I was about to punch him in his stupid face so I had forgotten to look for his name.

Chirag is to be in Panama transit only for an hour to catch his next flight. Lufthansa is well aware of this fact and that's the reason he was allowed to board the plane at Bangalore to Frankfurt. My son Chirag, after reaching Caracas, was denied boarding the flight by Copa airlines claiming he doesn't have the transit Visa to Panama and his boarding pass were the luggage tag was attached was snatched away from him. He didn't know Spanish, the local language, and he was made to wait while the airline canceled his ticket half an hour before the flight left without citing any valid reasons. With the great difficulty, he established contact with Facebook.

It was in the evening around 20:00 for Chirag on August 22 in Caracas and around 5:30AM here in India on the 23rd when he established contact with us through Facebook. He arrived in Caracas at around 15:40. We were helpless until 9:30AM local time since the offices open only at that time here. The director of the program was so nice to reach the travel agent as a first Job. So when we tried to explain to the Lufthansa staff, at around 10AM, through the call center (since they do not have their office), even them surprisingly started insisting on a transit visa to panama first; when we, along with the travel agent and the director of the programs, explained that the transit visa is not required. They demanded in writing.

Finally, we contacted the Panama embassy at Delhi over the phone and they provided in writing that the transit visa was not required. When we informed that we have it in writing, Lufthansa staff washed off their responsibilities saying they do not have anything to do with this issue and we are to deal only with Copa airline, their Star Alliance partner. We contacted my niece at the USA, who in turn sought the help of her friend to speak in Spanish with the Copa staff at Caracas, while we were in touch continuously with Chirag through the entire night for him. Finally, we requested the Copa airlines to re-validate the ticket, which they claimed that they need the confirmation from Lufthansa since the tickets and boarding pass were issued on Lufthansa documents. Lufthansa refused, saying they do not have anything to do with the mistakes committed by Copa airlines.

Finally, feeling helpless and to bail out the child from the sleepless night, we booked another ticket by the same Copa airlines with the extra payment of Rs 64,000 (approximately $1,150) and sent the ticket number and PNR to my son. But again, they refused the boarding pass even for this flight and they refused to give him his luggage tag attached with the earlier e-boarding pass. Then with an advice from the program in charge at Costa Rica, we bought a fresh ticket from a different airline, TACA Air, incurring an additional expense of Rs. 45,000 ($800) and Chirag could finally land in San Jose, the capital of Costa Rica, after an ordeal of 19 hours at the Caracas airport, but without his luggage. The Copa staff never returned his luggage tag.

Now who is to be made accountable for this ordeal? Lufthansa or Copa or both? How are we to get the luggage back now? Can we get the additional money spent refunded? What about the pain and agony all of us, including my child, went through? Is Lufthansa not responsible and how can they board the passenger if they felt he needed the visa for Panama? When they are all aware there is no need of transit visa, why was the child stopped and denied the boarding pass? Look at the pain the child has to undergo without his luggage even after 4 days after his arrival. Is this how the international airlines operate without any responsibility? Do we leave them scot-free escaping from their responsibilities? Is there a legal remedy?

When it became clear that my wife's hospitalization in Germany would prevent us from flying home on the scheduled date, I contacted Lufthansa customer service. I spoke with a very pleasant and reassuring man, who said it was not a problem, he would clear our flights off of the reservation so we didn't appear as "no shows," and when we knew the date my wife could fly, Lufthansa would rebook the flights - waiving the $250.00 re-booking fees (though he advised me we would have to pay any fare difference). He also advised me to have my wife's doctor fax the medical report into the Lufthansa Medical Office. The reason for this, I was given to believe, was that upon verifying my wife's injury, Lufthansa would consider upgrading her to business class as a courtesy at no additional cost.

I travel by air quite a bit in the United States and this is the type of conscientious customer service that I often see US airlines display. Unfortunately, it wasn't real. I had my wife's doctor fax a synopsis to Lufthansa as instructed. That process took multiple attempts before anyone at Lufthansa would acknowledge receipt of the document. It seemed each time I called about submitting the medical report, I received a different set of instructions, but I was eventually able to reach someone who could confirm receipt and note it on our reservation.

As soon as we were given my wife's release date from the hospital, I called Lufthansa reservations to book our flight home. I reached a call center in Cape Town, South Africa. The person I spoke to informed me that since they now had the medical information, they were going to require that my wife and I fly first class. We would not be allowed to fly otherwise. The cost for two first class seats would be $10,000.00, plus $250.00 per seat in re-booking fees. I was stunned as this completely contradicted what I had been originally told by Lufthansa. When I explained this to the representative, his response was "I'm sorry, but those are the rules."

The medical information, which I had been given to understand was for the purpose of possibly receiving a compassionate upgrade for my wife, was now being used as a means of excluding her from flying altogether unless we purchase seats far beyond what we could afford. I should make clear that my wife's injury was not serious. She suffered a fracture in her fibula and had two temporary screws put into her ankle. The lower part of her leg, from below the knee down, was in a cast and she is mobile on crutches.

By this time, I had come to realize that each time I called Lufthansa, I received different information. The application of rules and policies seems to vary wildly from representative to representative. So, I waited a few hours and called back. This time my call was answered by a very nice representative in Canada named Jenny. Jenny was extremely helpful. She said she understood what we were going through, having flown to Europe once with a broken leg herself. She found us bulkhead seats in economy class and said that the extra leg room of the bulkhead row should be sufficient for my wife's needs. We purchased the tickets for seats 24D and 24E and paid the $304.10 fare difference. We were not charged any re-booking fees.

We were all set. Or, so we thought. When we arrived at the Munich airport, we checked in for our flight with no problems. Our seat assignments remained 24D and 24E. I decided to inquire at the ticket counter if their might be an unsold business class seat available that we could upgrade my wife to at a reasonable price. When traveling in the US, I am sometimes able to inexpensively upgrade to business or first class at the last minute. Although we felt the economy bulkhead row seat would work for my wife, we wanted the option of considering the purchase of a business class seat to provide additional comfort for her. One the first leg of our return, from Munich to Frankfurt, she sat in a seat that was equivalent to the bulkhead row seat on the Frankfurt to Seattle flight and it worked for her just fine.

When I posed my inquiry about an upgrade to the Lufthansa representative, she took our tickets, read the computer screen for a little while and then went away for several minutes. When she returned, she told me, "Your wife will not be allowed to fly unless you purchase a business class ticket for her." Once again, we were stunned. We had already purchased our seats, paid the fare difference and checked-in. Now we were being told again, this time at the last moment, that we could not fly home unless we purchase a business class seat for $2,000.00. To add insult to injury, the representative said there would also be a $250.00 re-booking fee.

After a lengthy period of arguing with the representative and her supervisor, they agreed to waive the re-booking fee but would not budge otherwise. And so, under great duress and faced with the threat of being stranded at the airport, we purchased the $2,000.00 business class ticket for my wife. As we boarded the plane, I explained to the flight attendant in my wife's section that I would be coming up periodically during the flight to check on my wife. I suggested that if there were any unsold business class seats, it might be easier for all of us if I were allow to sit in one during the flight. "I'm sorry," she said, "but that is against the rules."

On the flight itself, the Lufthansa staff were very professional and courteous. I sat in the bulkhead row seat that we had purchased from Jenny in Canada. My wife sat in the business class seat we had been forced to purchase at the Munich airport. I visited her periodically during the flight. Although the business class seat was certainly more comfortable, the bulkhead seat would have worked for my wife. I counted at least 4 unused business class seats, including one directly behind my wife. Our overall experience with Lufthansa's customer service (including reservations and ticketing) is that it is extremely inconsistent. Each representative (and their supervisor) seems to make wildly different interpretations of what can and cannot be done. This often seems to be based more on the attitude of the representative than anything else.

A conscientious representative like Jenny in Canada was a wonderful advocate for the customer, but the norm that I encountered was indifference bordering on hostility. My wife and I were in a vulnerable position and Lufthansa exploited us and made our attempts to get home a living hell. When it is said and done, we feel that we were essentially extorted by Lufthansa into purchasing a business class ticket, at a price we could not afford, and after we had already purchased our bulkhead row seats and thus had entered into a contract with Lufthansa.

Based on the amount of confusion, stress, frustration and duress placed upon us by Lufthansa, I contacted their customer relations department after our return and requested a refund of the $2,000.00. After several weeks and repeated messages on my behalf, they finally responded and essentially said that Jenny (the nice representative in Toronto) had been at fault and it was wrong of me to have called back after the representative in Cape Town told me we would have to purchase two first class tickets at $10,000.00! As a gesture, they agreed to send me $200.00 in gift certificates. Wow. I travel a lot but obviously will never fly Lufthansa again. I have told and will continue to tell as many people as possible about how horribly we were treated by Lufthansa.

I have flown many times with your airline and only fly business class. And I feel that with this new aircraft, you have skimped on the "frills" in your business class. I awoke when they where serving breakfast, and they told me that they didn't have any hot breakfast left and I had to have a cold breakfast. I feel when you are flying business class that you should have to make these types of choices as you pay for the full service. I am very disappointed with the overall quality of my flight.

My staff traveled economy and had the following complaints: poor service, unfriendly hostesses, and terrible food. We also find it strange that on a flight as long as this one, you do not offer bottled water or cans of soda. I understand that airlines are trying to cut costs, but on a budget airline with cheap tickets, we get served bottled water. In business class especially, I'd think that an exception would be made as we are paying the price!

We were all shocked at the unfriendly attitude and manner in which the hostesses, including the head hostess, dealt with the passengers. As a frequent traveler, I'll be sure not to travel with Lufthansa again and warn everyone I know about my experience.

When my husband purchased the ticket, he was not informed that the ticket was only 3 months good or OK and in the ticket, they did not mention that the ticket is good for 3 months minimum time. My husband has to go to Dubai to get a transportation letter. Every time Lufthansa forced my husband to get a date for flight, my husband told them I have to get transportation letter first. Without transportation, I am not able to fly back to USA. Anyway, they charged me $800 for penalty and for the ticket. I asked them to give my money back. They promised to send my money. I did not get any response. I am asking, please respond to my request as soon as possible, thank you.

However, right after me a gentleman with indisputably larger suitcase (we have 3 witnesses that have been traveling along) was allowed to enter and carry it in plane, which proves by the way that my smaller suitcase could fit in the boards. Despite my complaint, the air stewardess refused both to check his luggage and allow me to bring mine in plane. Does this consist of a new a racist company or personal discrimination to Greek people? I demand an answer and what the company intends to do in the future to avoid these.

First of all, on Sunday 26th of February 2012, my cousins have a flight from Munich (Germany) to Cluz (Romania) at 9:20 am. Due to the Lufthansa's mistake (overbooking - book more seats than actually available), my cousins lost their flight even they got 20 minutes earlier (9:00 am) on the airport. In addition, Lufthansa's employees inform them that the plane had already left, even thought it was still on the airport! So, in order to make the situation even worse, they offer (for one of them) 250 euro as a payback about the overall confusion. But in order to receive the other one the payback too, she had to stay at the airport all night (and probably lose the next day too). As a result of that, they did not gain money (they pay 400 euro and they got 250 euro) but instead, they got absences on their university and they had to pay in order to delete them. Furthermore, they almost lose their luggage since it was shipped with the flight because she receives it the next day instead of the same day of the flight.

PS 3. My cousins also had to stay on the airport for 36 hours and Lufthansa never offer to them any place to rest during this period.

I will upload more information about the flight code and information later. Sorry for any possible disruption.

I tried to inform her that, first she should respect my wishes, if she want to transfer me to a new place/seat. Second, there were other places with only one person as well (I made pictures which are available on request), and third, that there is a reason why I asked for an aisle seat. She simply didn't want to listen, and was quite rude and arrogant. Is this acceptable behavior? I demand an explanation! The reason I want an aisle seat, and not a window seat is that I am afraid of heights, and I can't stand to look down from the plane. I'm a Lufthansa loyal traveler (I have been a frequent flyer as well), and I've never had such an experience, and I hope that you will discuss with these two persons, and will educate them that such a behavior is not acceptable, or should not be acceptable.

Immediately after I landed in Munchen airport, I went to Lufthansa service desk, and made an official complain. Pictures of my original seat, new seat to which they relocated me, as well as other free seats with only one person in a row, are available upon request.

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.

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!

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 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.

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.

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!

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.

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.

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.

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.

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 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 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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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 at 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 and ½ 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. ** 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. **, 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 whatsoever 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. **. 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 intention 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. ** 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 their 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. ** and Mr. ** (if these names are even correct, since Mr. ** was the one that gave me these names).

By time Mr. ** 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. 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. ** 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. ** again. The only redeeming factor of Lufthansa’s operation in Venezuela is a young man by the name of Mr. Pablo **. 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. Consequences: delayed getting to my job in Nigeria and financial loss to me and my company.

1. The carrier is liable for damage sustained in the event of the destruction or loss of, or of damage to, any registered luggage or any goods, if the occurrence which caused the damage so sustained took place during the carriage by air.

14.3.4.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 willful 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.

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.

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.

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.

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?

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.

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?

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 an 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 made 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 said, "You will make it." He was a 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, I 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 over salted that it rivals Aeroflot, lots of high cholesterol breaded ** fried in oil.

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.

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 filed 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 passengers. It has become a cover up scam as the people in those centers are accountable to no one, or at least, they think so and they get away with it.

Monday, no call. So I called 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 their 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.

The big problem was that my husband is flying out in a matter of hours and he had no idea that he is going to have a 30 lbs baby on his lap for 14 hours. It's difficult to fly with a toddler on your own, especially on such a long flight. It is also difficult for a child. There is also the issue of food because she doesn't get a meal if she has an infant ticket. I called back and asked if she could get a meal and I'd pay for and they said she would receive a meal but who knows. I made the mistake of not booking her seat initially, but I thought I had a confirmed reserved seat for her or so I was told, but Lufthansa said no seat at the last possible minute.

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.

On Lufthansa long haul flight there are special baby beds available. Please beware that there is only a limited number of seats with baby beds available. When booking your flight please inform our staff or the travel agent that you will be travelling with a baby. 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 weighs 7 kgs in, 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 Non-Service personnel) is very condescending and rude. If I do not get a refund in time to book another airline, I am going to have one very harassed and tired wife. I have sent 4 mails on a weekly basis to their customer service id - ihr_feedback_blc@lufthansa.com and have received 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.

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 *****

--------------------------------------------------------------------------------

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