Lufthansa Customer Service Issues

Hello, I hope this message reaches you in good health. I recently made reservations for a roundtrip from Paris to Austin to reunite with my girlfriend for New Year's Eve, last Sunday. Due to the ongoing Covid-19 and border restrictions, we have been apart for over a year and a half. I received an email today notifying me of the cancellation of my flight from Frankfurt to Austin due to Covid-19. Instead, I have been rebooked on a flight from Frankfurt to Dallas, which will significantly increase the travel time to see my girlfriend in San Antonio from 1 hour and 35 minutes to 4 hours and 35 minutes. I had diligently saved up for this trip, which is our only opportunity to see each other each year. I have been presented with three options: 1. Accept the change and endure the longer journey to see my girlfriend. 2. Postpone the trip, which is challenging given our full-time jobs. 3. Request a refund. Postponing or canceling the trip is not feasible for me after waiting so long to see my girlfriend. Considering I booked a trip to Austin, I would like to inquire if there are alternative flights available on the same day that I could be transferred to, given that I am not accountable for the cancellation. If no such flights are available, could I be accommodated on a flight to San Antonio instead of Dallas? I hope you appreciate my desire to avoid additional expenses and trust that a suitable solution can be arranged. Thank you in advance. Best regards, Colin T.

I recently spoke with a Lufthansa representative over the phone, and they advised me to reach out via email for further assistance. I'm seeking a copy of my boarding pass for a specific leg of my recent trip. The flight was from Nairobi, Kenya, to Frankfurt, Germany, en route to Washington, DC (Dulles). I have the boarding pass for the FRA to IAD leg but am missing the NBO to FRA boarding pass, leading to delays in my travel reimbursement. Although I was informed during the call that my travel was confirmed and completed, they couldn't fulfill my request due to the reservation being in the past. The ticket number was [redacted][redacted], and the booking reference is 2FQZRD. My name is Rickey Lee Dobbs Jr., which may appear in your system as Rickeylee or Dobbsjr. I couldn't obtain an electronic boarding pass due to the requirement of presenting physical proof of negative COVID PCR results at the airport. I urgently need a copy of the boarding pass to show my boarding for this flight. Your prompt assistance is greatly appreciated.

I need to obtain a copy of the boarding pass for my flight from Nairobi, Kenya, to Frankfurt, Germany, as part of my recent trip. I have the boarding pass for the flight from Frankfurt to Washington, DC, but the one for the initial leg of the journey is missing. This missing document is causing a delay in my travel reimbursement. A representative informed me over the phone that while they could verify my completion of the trip, they couldn't provide the boarding pass for the past leg of the journey. The ticket number for the flight was [redacted][redacted] and the booking reference is 2FQZRD under the name Rickey Lee Dobbs Jr, alternatively displayed as Rickeylee or Dobbsjr in the system. Due to COVID protocols, I was unable to secure an electronic boarding pass without showing physical proof of a negative PCR test result at the airport. I urgently require a copy of the missing boarding pass to confirm my boarding for the flight. Your prompt assistance in this matter is highly appreciated. Best regards, Rickey Dobbs

Hello, I made a booking through Lufthansa on October 1st for a return trip from Austin to New Delhi in January-February [redacted]. I received an email from Lufthansa on October 14th stating that some flights on my trip were no longer available, and I was given the option to change the dates or cancel for a refund within a two-week period. Later, on October 19th, I received a second email indicating that the flight from Austin to Frankfurt was no longer available, and the new itinerary required me to depart from Dallas instead. After this, I canceled the ticket and requested a refund. Although the website mentioned that my request would be processed, I did not receive a cancellation email. Currently, I cannot view this information on lufthansa.com, search by the booking code, or locate an email confirming the cancellation and refund. I tried reaching out to customer care via phone and live chat according to the FAQ, but have had no success. I would appreciate confirmation that my refund request is in progress and an estimated timeline for when the funds should be refunded to my card. Ticket number: [redacted][redacted] Booking code: OXMLYT Passenger: A. Tondon Thank you.

Dear all, I have been attempting tirelessly for the past three days to contact Lufthansa Service Centers in Germany, Spain, Austria, and Poland to reserve a flight with the "cabin dog" additional service, but unfortunately, I have been unsuccessful. The option to book this service is not available on the website currently. Previously, it was a simple process to make this booking via the service center. I urgently require a return flight for myself and my dog Nele (Maltese, authorized for cabin travel) from APG Malaga on flight LH1151 to FRA Frankfurt on 11/27/21. My Lufthansa booking code for the return flight is JOARVW. Due to the limited availability for cabin pets, I need to secure this booking promptly. As a long-time Lufthansa customer, I have always been content with their services. I hope for a resolution to this issue, particularly amidst the challenging Covid-19 situation we are all facing. For any inquiries, please feel free to contact me at the provided mobile number: [redacted]-[redacted]. I appreciate your swift response. Best regards, Edith Schikowski.

After my original flight was canceled, I tried to book an alternative. Initially, the payment didn't go through because my card information had expired. I made a second attempt with updated details, and it was successful. Surprisingly, both transactions went through, and I now have 2 tickets charged to my card. I need assistance canceling one ticket and receiving a refund for the duplicate charge. My flight is LH2501, Manchester to Munich on 23.02.22. The initial booking code was SNOL9X with ticket no. [redacted][redacted], and the second booking under code SPM8TG with ticket no. [redacted][redacted]. Two charges of £[redacted].08 each are pending on my card. I have already contacted my bank, and they advised me to reach out to you first. Thank you for your help. Regards, TS

Dear Sir/Madam, I have traveled with your esteemed airlines to the USA and Europe and have always enjoyed the courteous staff and excellent cuisine provided. I have heard about the pet-friendly reputation of your company and would like to inquire about taking my 9kg SHIHTZU dog with me to the USA in April [redacted]. He is slightly larger than the typical SHIHTZU but is well-behaved and docile. I understand the maximum cabin weight allowed is 8kg, and my vet advises against starving him to lose weight as he has just turned one. As he cannot travel in cargo, I need to explore options to have him with me in the cabin. I will be traveling with my husband, both senior citizens, to LA to visit our son who is a citizen of the USA. Your assistance in this matter would be greatly appreciated. Neeru Khattar

My daughter is currently scheduled to fly from Seattle to Milan Linate on November 10th under booking reference N2A3VF. Due to my health situation, she needs to return on November 4th from Los Angeles. I am seeking information on alternative flights from Los Angeles to Milan Linate for November 4th, including the associated cost for changing the booking. Your urgent assistance is greatly appreciated. Thank you. You can reach me at [redacted] or on my cell at +39-[redacted].

Hello Vanessa Orive Garcia, I have a reservation R1JJXU, and my departure was supposed to be today, 31/10/[redacted]. However, when I arrived at the airport, they informed me that since I was flying to San Francisco, I couldn't board the flight. I was advised to contact my agency Gotogate to change the dates as San Francisco allows tourists from 7/11 onwards. Gotogate mentioned it's not possible because you have marked it as a NO SHOW, which is incorrect. I am hopeful for a prompt resolution to this matter. Looking forward to a quick response. Sincerely, Vanessa, email: [redacted]

I recently purchased a flight with United that is operated by Lufthansa. I paid $[redacted] to Lufthansa to reserve two seats for a leg of the journey. Unfortunately, there was a mistake made by the United agent during booking, resulting in the need to reissue the ticket with a new confirmation code. This change caused my paid seat reservation to be cancelled. United is directing me to contact Lufthansa for assistance with reassigning my seat or obtaining a refund. Currently, the wait times to speak with Lufthansa customer service are averaging around two hours, which is quite lengthy.

Dear Lufthansa Team, I recently adjusted my booking with the confirmation number [redacted] and set up an account. However, I encountered an error when trying to access my booking and account, displaying the message: "Votre réservation ne peut malheureusement pas être modifiée via notre site Internet. Pour plus d’informations, veuillez contacter le Service Center: +41 [redacted]31 ou votre agent de voyage. ([redacted])." I have been attempting to reach out to the help center in Switzerland and the UAE all day to no avail. I have paid the change fees and need assistance with validating my new booking. Additionally, I want to note that on November 5, [redacted], I will be checking in directly from Frankfurt to travel to Dammam, so I will not be using my flight ticket from Berlin to Frankfurt. Please confirm the changes urgently as I am scheduled to travel from Frankfurt to Dammam next Friday. Best regards.

Hello, I am contacting you regarding my seat reservation issue for my flight on November 5, [redacted], from ISTANBUL to FRANCFORT with flight number LH [redacted]. I originally reserved seats 9C, 9D, 9E, and 9F on October 25, [redacted]. However, two days before my departure, I received an email stating that my seats had been changed to 8C, 8D, 8E, and 8F. Upon checking in on the day of departure, I was actually assigned seats 26C, 26D, 26E, and 26F, which were different from what was communicated to me. I had paid a total of 68 euros for my seats and would like a refund for the amount I paid. I have attached the email you sent me, the boarding passes showing the assigned seats on the day of departure, and proof of purchase for my seats. Please respond promptly.

My wife arrived in Frankfurt to board her connecting flight to Manchester, UK. Initially, her paperwork was valid for the journey, but Lufthansa altered the flight number for the connecting flight. This caused her passenger locator information for testing to become invalid. Consequently, she is experiencing a delay of over 10 hours, hasn't slept in over 24 hours, and is feeling extremely anxious about the changes and whether they will impact her next flight. We have rebooked the testing and updated the locator with the new flight information. Despite her request for assistance, the gate personnel informed her that no help was available. Currently, she is at the gate for the flight to Manchester from Frankfurt, designated as LH948. We kindly request someone to assist her to find a lounge where she can rest, recharge her phone, and verify her information to ensure she is all set for the upcoming flight. Her name is Joan Brenner.

Good evening everyone, I need assistance regarding a change in COVID regulations in Austria that impacts my booking since my girlfriend is unvaccinated. We are hoping for a complimentary change of our flight dates or a refund. Unfortunately, I have been unable to reach anyone through the hotline, and the chat disconnected after an hour of explaining our circumstances.

I purchased a roundtrip ticket from Paris to La Paz, Bolivia for September 23rd to November 17th through eDreams. Lufthansa, the airline provider, has repeatedly changed the return date. Despite this, neither eDreams nor Lufthansa has offered an alternative flight yet. They are requesting an additional $[redacted] for a flight on November 26th, which seems unreasonable as Lufthansa caused all the changes. Both companies mentioned that Lufthansa will determine if I am eligible for a refund on the return ticket and the amount. Unfortunately, there are no eDreams or Lufthansa offices in La Paz, Bolivia, and their customer service is unhelpful. I have been trying to find a resolution since September 10th, and I am extremely frustrated with the lack of assistance.

Hello! Firstly, I would like to apologize for my English. I wanted to share my issues with Lufthansa. I purchased tickets for four people from Trondheim to Frankfurt departing on October 14th and returning on October 18th (My reservation number: TCPGKN). The trouble began at Oslo Gardermoen airport. We were denied boarding because my 13-year-old daughter did not have a COVID test. Although there was an hour before departure and the test only took 15 minutes, no one listened. Consequently, my reservation was canceled for all four passengers and our luggage was left at the airport. On October 17th, I called Lufthansa regarding a refund for the lost tickets as advised, but they redirected me to contact my insurance company. After doing so, the insurance company told me to reach out to Lufthansa. I submitted a refund request through the Lufthansa website but have not received a response yet. It has been difficult trying to contact them for answers. Recently, I called and obtained an email address, which I used to explain the situation, but the message bounced back stating the email address does not exist. I apologize again for any language errors and hope for your assistance in resolving this matter.

Hello. We had a flight on November 16, [redacted], at 07:15 from Istanbul to Mexico City, and the return flight was on November 23, [redacted] from Mexico City to Istanbul. On November 16, [redacted], we were not allowed on the flight without a clear reason provided. I contacted your airline to inquire about the refund, and was informed that we purchased the tickets through an agent (Trip.ru). They instructed me that Trip.ru needs to request the refund from your airline. I contacted Trip.ru, explained the situation, and they assured me they would request the refund from your airline. After 4 days, I called Trip.ru to ask about the refund status, and they mentioned that your airline denied the refund. When I asked for proof of this decision, they said they could not provide such information. I immediately called your airline, and an employee stated that no request was received from Trip.ru. What is happening?! The order number is LEKG3Q. The booking code with the airline is QJ5W9D. The ticket number is [redacted][redacted]. I request a refund of [redacted],[redacted] (four hundred eighty-five thousand eight hundred twenty-three) Russian rubles to resolve this matter. Please contact me at [redacted]

Dear Dr. Karl-Ludwig Kley, As a Spanish traveler, I kindly ask not to write this in German. Due to work and business reasons, I booked a flight to India with the ticket number: [redacted][redacted], OFGRAZ... Later, Lufthansa offered me the opportunity to upgrade to business class, separate from my original booking, with reference number [redacted][redacted]. Due to serious personal reasons, I had to cancel my trip, which incurred what I believe to be an excessive penalty fee. When discussing the upgrade with Lufthansa, I was directed to you since the transaction was done outside of the initial reservation. To date, I have not received the invoice/receipt for this payment, without which my user rights are not legal, and I cannot make a claim. I request this receipt, please. The service charge, dated for 09/12/[redacted], is around 49€. I must inform you that I have already spent in excess of [redacted] minutes on the phone trying to reach Lufthansa's "customer service," with the final call being abruptly cut off due to the depletion of my phone credit. It seems that "my calls are not important to you," despite what your female phone bot claims. (By the way, you should improve the sound quality). Do you believe that a company of which you are the CEO needs to disregard these reasonable matters for an amount less than what a user spends trying to contact you? Please, Dr. Karl-Ludwig Kley, address my rightful request with grace and sophistication, and refund me the monetary amount for a service I have not used and sadly will not do so. I would also appreciate the invoice for my tax declaration. Thank you. Sincerely, Salvador Martin.

On November 10, [redacted], I took Lufthansa flight LH1077 from Lyon Saint-Exupéry to Frankfurt. When boarding, as advised by the staff, I agreed to check in my baggage. The person then attached the baggage tag to my passport, right over my photo!!! Upon arrival in Frankfurt, I retrieved my baggage without any issues, but I noticed the tag had damaged my photo. My passport is no longer valid, and I have to get a new one... Therefore, I kindly request compensation for the value of my passport. I am willing to attach a photo of my passport for your review. Thank you for your attention to my request, Chantal N.

I received a round-trip ticket from Mexico to Frankfurt and Zurich as a gift from my family in Germany. The cost of the ticket was supposed to include one checked baggage. However, when I checked in at the counter, I was charged $1,[redacted].00 MXN on my credit card to check the bag. The staff said it was necessary and processed the payment without further explanation. On the return flights to Mexico City, there were no additional charges for the checked baggage. I am requesting a refund from Lufthansa as I already filed a complaint in Germany and have not received any reimbursement to date. My credit card number for the refund is with Banco Santander ending in [redacted], under the name Ramon Jose G. Castro Cuesta. I look forward to your response. Sincerely, Ramón Castro Cuesta. Email: [redacted], Cell: [redacted].