Lufthansa German Airlines’s earns a 1.5-star rating from 224 reviews, showing that the majority of passengers are dissatisfied with their flight experience.
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reschedule my flight
I booked my ticket online on 10th April 2006, which was supposed to depart from Edinburgh to Frankfurt, then from Frankfurt to Shanghai directly. The invoice no is 5670209. After almost one month, I received a letter to say my flight has been scheduled because it is common at certain times of the year for airlines to amend their flight schedule. After scheduled, I will have to change flight at Frankfurt first and then change flight again at Munich, and the time for me to change flight at Frankfurt is only one hour and twenty-five minutes.
Since it is common at certain times of the year for airlines to amend their flight schedule, I don’t suspect it will be any big problem for my flight, however, at 27th Jun 2006 when I checked in at Edinburgh Airport, the staff only gave me one boarding card which was from Edinburgh to Frankfurt and she told me I have to check in at Frankfurt again to get the rest boarding cards. Then I began to worry about any possible problem I may encounter, such as the delayed flight, because it is also common for all flights at all time of the year. And also it was true in reality, the flight was delayed for 20 minutes, I was so nervous because only one hour left for me, especially I didn’t have boarding cards for the flights thereafter, when I finally found the place to check in, another disaster came out, the staff in Frankfurt Airport couldn’t give me boarding cards because she didn’t find my ticket through computer system, I showed her the letter which indicates my ticket invoice number and the flights, but it was no use, she refused to give me boarding cards unless I had paper ticket with me. Though I finally got help through Lufthansa Company at Frankfurt Airport, it was so big trouble for me just because you changed my ticket arbitrarily.
One month after I sent my complain, Lufthansa didn't give me any reply!
delay of checked luggage
I checked my luggage in austria.vienna.there was a flight of austrian airlines 0s 115. It was a vienna munich flight. The check in luggage for delhi as my final destination. My next flight was lh 762 for munich delhi at 20:25 on 24 th sep 2006. But next morning 0n 25th i found no check in luggage. It was reported by your stuff that it was unfortunately in...
Read full review of Lufthansa German Airlines and 9 commentsflight from munich to la - left hungry
On 25th June 2006 I was traveling with ten students from Munich to Los Angeles with the flight number of LH 452.The beginning of journey looked quiet fine. Due to a very long journey we had been offered two meals. The first one was fine. But second one was meal with pork. Because we are from Turkey and are Muslim, we are not allowed to eat pork. My students are on the ages of 14 and 17 so I hold their responsibilities and their parents would be annoyed if they know they had eaten pork. So I asked a crew who was called P. Kamanaski if there was any other choice for me and for my students to eat with the explanation of that we are not allowed to eat pork. Her response was so furious and unrespetcful to me. She shouted at me and told me that it was the only choice for us to eat and it was pork. The two guys (one of them is called Andy and I can give his mail address if it is required) from USA who were sitting next to me unfortunately witnessed that unpleasant conversation.
The crew had already picked all the meal trash and we were nearly landing when another guy who was crew, too came and told me that the kids can have some sandwiches which were left from the first class. On that moment I felt very bad as we were begging food from someone, and sandwiches which were left from the first class meant obviously begging. Beside this if they had the choice of sandwich why that crew called P. Kamanaski did not told us this alternative first instead of being unrespetcful and shouting at us. So it was a very late choice.
As a being a member of Lufthansa Club and having the membership of Miles & More, I would like to ask and complain how can Lufthansa leave my group of eleven , ten of them children, hungry on such a long ( 12 hours ) air journey. We have been very insulted with the disrespectful behaviors. We paid for our traveling and we were not there to beggar food from the first class.
As a being Muslim we are not allowed to eat pork according to our religion. We expect there should be some respect to people’s belief and religion especially in a country like USA and Germany.
We are traveling back to home again with Lufthansa on the 16th July, 2006 and have some hesitations about being left hungry again. We all trusted Lufthansa very much and I hope they will recover their mistake.
I agree with most complaints against Lufthansa, I ordered a Muslim meal 6 months before my travel. Onboard when i said i ordered special muslim meal, the stweardess were staring at one another not knowing what a muslim meal or halal food was. Hurriedly they shoved vegetarian meal in my hands telling it is halal and went away. If they dont serve muslim meal why the hell do they provide the options while booking. vegetarian is different and halal muslim meal is different. very dissatisfied, this happened to me in my onward and return journey as well
could you please give me a call. My id is [protected].
Even if you order Moslem meal on Lufthansa, it's NOT halal meat. (They admit it on their website.) It just says it's "not pork" (which is not sufficient for Muslims). The owner of the complaint above apparently didn't know special meals had to be pre-ordered, yet nothing would have changed even if s/he'd had.
God obviously wanted to experience you!
My experience with Lufthansa has always been orgasmic since the stewardesses were so kind to pleasure me in the restrooms in the back. I can't wish for better service.
Lufthansa are a bunch of smelly poop heads. They smell of urinal cakes and fartiness.
Lufthansa, there are many better ways to fly other than with Lufthansa.
I used to fly with Lufthansa between Germany to Malaysi, but since I know that their service bekame worse, I have changed to fly with Emirate or Singapore Airlines.
Advantages of LH:
Everywhere Lufthansa advertisement.
German Airlines
Disadvantages:
-- Very unfriendly, disqualified service (low payment staffs without quality)
-- Food is worse, sometime you will 20 cent Made in China noodle soup as lunch
-- Internet Best Offer always anounced after the required dates so you can never get the "best price".
-- If your baggage is damaged by LH no one takes care.
-- If some one vegeterian Indian or non-pork eater Muslim has always problem, instead of saying sorry the service staffs ask them "why you don't book this food or that food", passengers are not happy.
All these are my personal experiences or what I saw with my own eyes.
I doubt how long Lufthansa can exist with such service !
It is immposible to compare Lufthansa with Emirate Airlines, Malaysian or Singapore Airlines.
It doesn't sound like you actually preordered your meals. If you don't inform them well enough in advance of your needs, you can't honestly expect any airline to take along extra food just on the off chance that they will actually need it.
Today morning my mother had a flight from Hamburg to London with Lufthansa airline (flight number LH 4790) and from London to Chicago with Virgin Atlantic airline. Since she is quiet old and also she came to Germany to visit me (his son) and doesn't know Germany, I went with her to the airport. Unfortunately at the check-in place in the airport, I met a very impolite Lufthansa personnel, I have never seen before. I think her name was something like "Akkari" and I think she was Indian. I used to travel to and from several airports and several agencies but I've never seen such an impolite, helpless and offensive behavior from any staff.
When we showed her my mother's ticket, she told us offensively that I can not issue your mother boarding card because the return ticket from USA to London is four days after her visa's expiration date (still I don't know if it is part of her responsibilities or not!). However, I and my mother told her that the USA regulation for the duration of staying doesn't related to the expiration date of the VISA and provide her with the piece of paper with the logo of USA government that was sent by the USA embassy in Berlin to us which said that upon her arrival to the United States, the passenger should go to the immigration office and register her arrival and THEY will determine the duration of staying. Afterwards, the Lufthansa staff, told me I will show you the regulation. Then she showed the screen of her computer which said some regulations for entering USA and none of them leads to her conclusion and I told her that I can not conclude from any of them your statement. Then she told us, I should speak with the Lufthansa manager in the Airport because I can not make risk to issue you the boarding card! Then she went and came back after a while, and said that the document you are providing from USA embassy is from your travel agency and you are lying and my manager didn't know and I will try to ask the police officer. Then she made a phone call and after her call, she told us in a very impolite way that I will issue you the boarding card but in London you know and your Virgin Atlantic!
After that my mother was very upset and angry. I really don't why she did that kind of bad and impolite behavior to us. I heard some complaints about Lufthansa but I never imagined such a bad behavior with their customers.
You should book muslim meals before the flight. Wouldn't be any problems.
unreasonable behavior of lufthansa personnel
In the first few words of this letter I would like to express my gratitude to Lufthansa for upholding their remarkable reputation among passenger airlines over the past few decades. Our family has been steadfast in using the services of Lufthansa airlines and we have flown many miles with them.
Depending solely on the company's trustworthy reputation, and despite the rise in Lufthansa ticket prices in comparison to other carriers, we have chosen to purchase a ticket from Lufthansa presuming it would deliver its service in consistency with its reputation. Nevertheless, our experience turned out to be unsavory, causing anxiety to our family members, and may affect our choice of your airline in the future.
On June 17th, 2006, my handicapped mother, Kanavalava Amalia, was onboard the flight LH403 from New York to Minsk. Due to unforeseen events, the flight was postponed with the plane still on land. While the passengers had to remain onboard, they were not served any beverages to prevent dehydration. Moreover, the air conditioning unit was not functioning properly, which might have lead to cardiac arrest of senior citizens and those with unhealthy heart.
Within a half hour, the passengers were kindly asked to disembark from the airplane. However, my handicapped mother of Belarussian descent has poor knowledge of English and could not understand what was expected of her. The personnel onboard understood that, but made no motion to aid her in any way. The understandable solution could have been to ask if any of the passengers onboard speak her language.
Finally, a witness to the personnel's lack of success in helping my mother has decided to give a hand by translating the instructions into Polish. At this point, my handicapped mother had to leave the plane into an area that is in no way appropriate for her fragile health - there was not even a place to sit down. Moreover, a person that needed wheelchair assistance to get on the plane clearly needed the same treatment while disembarking from it. As a result, a senior handicapped person had to suffer for the duration of technical stabilization of the aircraft, which lasted over two hours.
Much to my dismay, nobody from the Lufthansa crew had paid attention to the fact that there was a handicapped person onboard and did not offer her any help. Unless the situation is an emergency, the human morale of helping elderly, handicapped and those with disadvantages should not be abandoned. Should a handicapped person deserve to experience anxiety while using the services of Lufthansa? Should a major airline carrier guarantee a complete safe and satisfactory service if its claim is proven to be deceiving?
I hope that you accept my letter of complaint as a response to the unreasonable behavior of Lufthansa personnel as well as a thought on how to improve the company's service and forgo mortifying its reputation in the eyes of its own devoted customers.
This is on flight P2U434 on card 2737 that is double billed. The correct billing card is 9073 on Capital One card with Frank G Arundel.
I was told over the phone to contact this email address (see below) to get the billing stopped on the 2737 card.
The email address didn't work. info.nordic@blh.de
So what's next ?
April 14, 2023 by 8 p.m. ET
My flight was delayed 7 hours and 15 minutes and lufthansa airline are not willing to compensate it.
Regards to this my flight arrival had been cancelled also and my suitcase left on the air craft.
A filtering system at Incheon airport targeting Lufthansa customers, telling them only 1 piece hand luggage is allowed, no computer and asking USD 287 to let passengers go
Hello,
I checked in our flights from IKA to FRA (LH 601) and from FRA to YVR (LH 492) online on Sept 3rd. and reserved the seats 34KJH and 33 KJH respectively. At IKA airport, the officer changed our seats to 34EFG and 34DEF which was very disappointing and rude. We claimed our reserved seats but they discarded it. Really disappointing!
Why on Earth would you wait 5 years to post this complaint?
After incredible service from Delta when I left a wallet on their plane (they called from my plane to the one I left the wallet on, and then they delivered the wallet to me at the FBI Academy, a considerable drive from Reagan and the whole was my mistake!) So, when I left a wallet on American, I expected somewhat similar service. I told the stewardess before we took off and told her the flight on which I had left the wallet was still in Chicago as they deplaned to reload the plane for St. Louis. She did nothing until after lift off and beverage service and then only said she had communicated with the senior attendant. I was to check with the gate agent when I deplaned in Tampa. In Tampa, all I got was an 800 number which did not answer on the weekend. This all happened on Saturday afternoon. On Monday am I received a recorded message telling me that if I had left my wallet on an American Airlines flight, I would have to contact the St. Louis Airport Police who would not provide me with the wallet unless I came to the airport and provided another form of ID! I lost all of my credit cards, my cash and $700 in traveler's checks left over from a European vacation several years before. I sadly did not have the numbers of the traveler's checks or even the beginning sequence. (American Express had helped once before when I had the beginning number of the checks and could state firmly that none had been used in more than two years!) Live and learn and don't fly American. A quick call in the beginning could have gotten me my wallet while still in Chicago!
Lufthansa customer service? Hahahahahaha! Now there's an oxymoron if there ever was one. What more would one expect from an airline that seems hell bent on upholding the tradition that its forefathers from the late 1930s have established?
I encourage every one to Boycot the worst world wide airline:
Lufthansa German shoddy predatory greedy Airline !
Let them as they are planning to do ... dream to acquire other airlines and to destroy the competition: Air Austria, Air Italy, LOT, Swiss Air.
Would you fly to be screwed, arrested and even jailed?
Than Fly LUFTHANSA!
Lufthansa apparent Customer Service and Marketing Plan: Screw them!
LUFTHANSA CEO WOLFGANG MAYRHUBER Marketing Plan:
Hire the cheap incompetent idiots as stewardeses and ###s as captains, for your money they will help you to be arrested jailed and fined, just for supporting and flying on shoddy LUFTHANSA Airlines in old tradition of SS!
On February 10, 2009 the people of Poland were told and had the best proof how well the employees of LUFTHNSA are carring about passengers, when member of Polish parlament, candidate for polish Premier, Jan Maria Rokita on Lufthansa flight LH3336 first was assaulted by Lufthansa stewardess, than late after her racist behavior and fraudulent claim to aircraft captain, he and his wife were denied boarding and due to fraudulently claimed alleged “agressive behavior“ wrongfully arrested by evidently racist German police.
Lufthansa Airlines confirmed that on 10 of February, 2009, the passenger was escorted by the German authorities from the aircraft on flight LH3336 between Munich and Cracow.
Unfortunatelly the idiots from Lufthansa did not know the gentelman whom they assaulted, was11.07.1992 - 26.10.1993 Chief of the Office of the Council of Ministers, the potential Prime Minister of Poland, Member of Parliment, and his wife Nelly Rokita, who is the adviser of Polish President Lech Kaczynski, but the polish citizens know very well his always set back and restrained behavior. In 2003, Jan Maria Rokita was awarded “Man of the Year“ title, which is a very prestigious award.
That is the marketing act of the century!
Lufthansa latest Marketing slogan:
We hope that in spite of the irregularities you had a successful and pleasant trip and you will choose Lufthansa again in the near future.
Really?
I hope you will be soon out of business, you damn german crooks!
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I encourage every one to Boycott the worst world wide airline:
Lufthansa German shoddy predatory greedy Airline !
Let them as they are planning to do ... dream to acquire other airlines and to destroy the competition: Air Austria, Air Italy, LOT, Swiss Air.
Would you fly to be screwed, arrested and even jailed?
Only than Fly LUFTHANSA!
Lufthansa apparent Customer Service and Marketing Plan: Screw them!
LUFTHANSA CEO WOLFGANG MAYRHUBER Marketing Plan:
Hire the cheap incompetent idiots as stewardeses and ###s as captains, for your money they will help you to be arrested jailed and fined, just for supporting and flying on shoddy LUFTHANSA Airlines in old tradition of SS!
On February 10, 2009 the people of Poland were told and had the best proof how well the employees of LUFTHNSA are carring about passengers, when member of Polish parlament, candidate for polish Premier, Jan Maria Rokita on Lufthansa flight LH3336 first was assaulted by Lufthansa stewardess, than late after her racist behavior and fraudulent claim to aircraft captain, he and his wife were denied boarding and due to fraudulently claimed alleged “agressive behavior“ wrongfully arrested by evidently racist German police.
Lufthansa Airlines confirmed that on 10 of February, 2009, the passenger was escorted by the German authorities from the aircraft on flight LH3336 between Munich and Cracow.
Unfortunatelly the idiots from Lufthansa did not know the gentelman whom they assaulted, was11.07.1992 - 26.10.1993 Chief of the Office of the Council of Ministers, the potential Prime Minister of Poland, Member of Parliment, and his wife Nelly Rokita, who is the adviser of Polish President Lech Kaczynski, but the polish citizens know very well his always set back and restrained behavior. In 2003, Jan Maria Rokita was awarded “Man of the Year“ title, which is a very prestigious award.
That is the marketing act of the century!
Lufthansa latest Marketing slogan:
We hope that in spite of the irregularities you had a successful and pleasant trip and you will choose Lufthansa again in the near future.
Really?
I hope you will be soon out of business, you damn german crooks!
My best LUFTHANSA EXPERIENCE:
Canceled flight LH 9052 on trip to Honolulu, Hawaii:
Iterinary:
GDN LO 359, Saturday, December 27, 2008
FRA UA 901 / LH9052, Saturday, December 27, 2008
SFO UA 79 / LH9136 Saturday, December 27, 2008
HNL UA1036, Saturday, January 17, 2009
SFO UA 0906, Sunday, January 18, 2009
MUC LO 396 Sunday, January 18, 2009
Lufthansa knowingly abandoned the passengers, failed to inform them of their rights, than refused to pay mandatory cancellation compensation.
The governing laws:
● Regulation (EC) No 261/2004, being valid from February 17, 2005, establishing common rules on compensation and assistance to passengers in the event of of cancellation of flights. In case of flight cancellations, the operating air carrier is not obliged to pay compensation in accordance with article 7 of Regulation (EC) No 261/2004, only if it can prove to the Luftfahrt-Bundesamt (LBA) that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, and this definitively is not the case.
● European Court of Justice: case Wallentin-Hermann v Alitalia—Linee Aeree Italiane SpA (Case C-549/07), December, 22, 2008. The European Tribunal of Justice (EJC) on December 22, 2008, in Wallentin-Hermann case closed the loophole of always abused frivolous interpretations used by the airlines of “technical or extraordinary circumstances“, when further defined and limited the use of such defense. Finally the definition of “technical and / or extraordinary circumstances“ by the ECJ court now stands firm and solid. Any carrier must prove that the alleged mechanical problem leading to the cancellation was “beyond its actual control, ” the court affirmed in a statement.
Complaint:
In case of any flight cancellation for whatever reasons the airline(s) are required to provide passengers with:
• emergency flight booking, and an alternative transport to final destination, what was not at all done by either of the airlines.
Canceled was the segment (UA 901 / LH 9052) of my multiple segments flight, starting on December 27, 2008. The flight operator is United Airlines (UA 901) while the contractual booking carier is Lufthansa with flight number LH 9052.
My reservation was through Lufthansa airlines on Lufthansa flight LH9052, I am entitled to claim compensation from Lufthansa, the airline with which I have the contract, for breach of that contract.
The governing laws:
● Regulation (EC) No 261/2004, being valid from February 17, 2005, establishing common rules on compensation and assistance to passengers in the event of of cancellation of flights. In case of flight cancellations, the operating air carrier is not obliged to pay compensation in accordance with article 7 of Regulation (EC) No 261/2004, only if it can prove to the Luftfahrt-Bundesamt (LBA) that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, and this definitively is not the case.
● European Court of Justice: case Wallentin-Hermann v. Alitalia—Linee Aeree Italiane SpA (Case C-549/07), December, 22, 2008. The European Tribunal of Justice (EJC) on December 22, 2008, in Wallentin-Hermann case closed the loophole of always abused frivolous interpretations used by the airlines of “technical or extraordinary circumstances“, when further defined and limited the use of such defense. Finally the definition of “technical and / or extraordinary circumstances“ by the ECJ court now stands firm and solid. Any carrier must prove that the alleged mechanical problem leading to the cancellation was “beyond its actual control, ” the court affirmed in a statement.
Flight Cancellation (Article 5): Cancellation is the non-operation of a scheduled flight on which at least one place was reserved. From this, claims for compensation and assistance under Articles 7, 8 and 9 of the a.m. EC Regulation will arise (see summary in the attached table). Under extraordinary circumstances, the operating air carrier is partially or totally exempt from the obligations under the a.m. EC Regulation. Examples: Political instability, meteorological conditions incompatible with the operation of the flight, security risks, unexpected flight safety shortcomings, strikes, etc.
Disclosure:
The operating air carrier is obliged to comprehensively inform the passengers of this EC
Regulation. For this purpose a notice at check-in is required and in addition a written
description of the rules for compensation and assistance in the case of denied boarding,
cancellation or a delay of more than two hours is to be handed over to each passenger
concerned. At the same time the passengers shall be informed in writing of the responsible
body for complaints.
Derogating or restrictive clauses in the contract of carriage cannot limit or preclude the
contents of the Regulation.
Policy enforcement: The Luftfahrt-Bundesamt (LBA) is the competent authority for the implementation of Regulation (EC) No 261/2004 in Germany. Under this task the LBA analyses on the basis of the complaints the individual air carriers’ policies and causes the air carriers to eliminate systematic infringements of the EC Regulation. If necessary, sanctions will be imposed consisting of fines. The aim is to ensure proper implementation of the consumer protection regulation according to EC law in Germany and to reduce the causes for passenger complaints.
Rights to compensation : Under the following conditions, compensation or assistance according to the EC Regulation (Article 3) may be claimed:
1. The passenger is departing from a German airport or the passenger is departing from an airport in a third country, the arrival airport is a German airport and the operating air carrier is an air carrier licensed under the Council Regulation (EEC) No 2407/92.
2. The passenger has a confirmed reservation and presents himself/herself for check-in at
the time indicated in advance or if no time has been specified, not later than 45 minutes before the published time of departure or the passenger has been transferred by the air carrier or the tour operator from a booked flight to another flight and presents himself/herself for check-in at the time indicated in advance or, if no time has been specified, not later than 45 minutes before the published time of departure.
Determination of compensability: In case of flight cancellations, the operating air carrier is not obliged to pay compensation in accordance with article 7 of Regulation (EC) No 261/2004, only if it can prove to the Luftfahrt-Bundesamt (LBA) that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
The reasons leading to the flight cancellation shall be given in the form of the statements as requested in this form and shall be verified by appropriate documentation. LBA will resolve upon the acceptance of the statements on the basis of the information and documentation provided.
Information about the kind of documentation that is to be provided as means of proof is given in the note boxes coloured in grey (see below) in each section. If more than one complaint refers to the same flight, it is sufficient to fill out the just once. In this case, however, the LBA reference No of the complaints concerned shall be stated in section 3.
This form is to be signed in section 8 by the person acc to article 63d lit. 4 of Luftverkehrs-Zulassungs-Ordnung (German Air Navigation Certification Order) being the competent person for clearing and accepting complaints in your company.
Changes concerning this person and/or in the contact addresses are to be declared in writing to LBA without delay. If your company has not yet provided this information, the person and/or the contact address are to be announced in writing to LBA without further delay.
If one is refused entry to flight because of overbooking or find that your flight has been cancelled, the airline must hand you a leaflet explaining your rights and describing how much money one is entitled to. The rates are: ● Flights of 1, 500 km or less: € 250 ● Flights between 1, 500 km and 3, 500 km: € 400 ● Flights of more than 3, 500 km: € 600
It is up to enforcement agency LBA to determine if airline is obliged to pay compensation, not by Lufthansa customer service office clerks (Fabian Herrmann and Janine Seidel) or United customer relationship.
Airlines liability insurance minimum coverage: The law requires mandatory insurance for each airline against liability as follow: In accordance with Article 6 of the Regulation (EC) No 785/2004 and §§ 45-47 Luftverkehrsgesetz (Air Navigation Act) the minimum liability insurance cover in respect of passengers, baggage and cargo shall be as follows:
● 250.000 special drawing rights per passenger for bodily injury
● 4.150 special drawing rights per passenger for delayed carriage of passengers
● 1.000 special drawing rights per passenger for damage to baggage and delayed carriage of baggage ● 17 special drawing rights per kilogram for damage to cargoBoth, Lufthansa Airline or United Airline never handed to any of the passengers as required liflets and / or explaining customers rights.
Passengers rights enforcement:
The competency to deal with passengers complaint is with the national enforcement body where the flight - segment problem had its origin, and / or where the airline is domiciled.
Consequtly I have requested mandatory compensation from Lufthansa airline as the result of canceled one of the segments of my on round trip flight from Gdansk (GDN) Poland, to Honolulu (HNL), Hawaii, USA.
The European Court of Justice assured that the airlines must pay up, unless the technical fault was due to “exceptional circumstances“ exclusively defined by the court, such as an act of terrorism or deliberate sabotage.
Further the compensation may be refused only, if the technical problems stem from events which, by their nature or origin, are not inherent in the normal exercise of the activity of the air carrier, are beyond its actual control.
Both airlines in violation of Regulation (EC) No 261/2004, negligently abandoned the passengers. Both United Airlines as well as Lufthansa are jointly in contempt of the European Court of Justice. The final decision in Wallentin-Hermann case final verdict, was delivered in mid December of 2008.
The law requires that in situation like this airlines, not the passengers themselves, arranges reservation service as the replacement for cancelled flights, what was never offered or done. Both United Airlines as well Lufthansa not communicating with each other, are “Star Alliance“ members.
Over public announcement service we were informed to seek the hotel Steigenberger, and no one who is not familiar with the town could not locate them. We were only told where to go to the exit, nobody assisted us to find hotel shutlle bus-stop. We were running to and from seeking that bus stop. There was no any form of help to direct us in the right direction.
All Lufthansa did is to tell all passengers to call toll free number: [protected], to United Airlines located “somewhere“ in all center in the United States.
Consequently as many passengers were calling at the same time it was impossible to get to United Airlines employees, the phone were busy, the waiting time was tremendous, mobile (cellular) telephone bill as the consequence are enormous.
If someone was lucky and get connected after several hours of trying, than United told Lufthansa passengers, that have no records of any passengers booked as Lufthansa passengers, and in my cast I am not listed on United Airlines Flight UA 901 passengers list, only due to incompetence of airline employees causing counterproductive tremendous stress, aggravation and tremendous general confusion.
My flight was more than 3, 500 km and as the boarding was denied, I am entitled to the regulatory damage of not less than € 600, plus any and all the expenses on any consequent flights.
In addition should any airline flying from EU airports responsible for the delay or cancelation of the flight anywhere in the world, passengers are entitled to claim 4, 150 SDR (Special Drawing Right), which at the currency exchange rate was about 4, 897.00 €, equivalent of about 6, 300.00 U$, (the exchange rates needs to be prorated to actual currency exchange rates on the day of occurrence, December 27, 2008).
Both airlines after the incident caused only by airlines negligence, ground support mechanics damaged the winglet of the aircraft, negligently abandoned all passengers.
Incident was clearly preventable, was caused only as the result of not following by airline(s) personel mandatory operating safety procedures on the airport ground, tarmac, by ground support crews. The parties are governed by the binding contract and whenever a passenger purchases a ticket, he does so for a comfortable journey.
Travel time: As the travel took from 05:00 am Friday, December 27, 2008 Polish time, (06:00 pm Friday, December 26, 2008, Honolulu time) with the arrival (landing) at 11:55 am, Sunday, December 29, Polish time (Sunday, December 28, 2008 10:55 pm Honolulu time), with consequently lost luggage which was delivered at the local address, which I have received later at 4:00 am Honolulu Time, all time being sleepless. My entire hardly earned vacation were ruined by flight delay. That is almost 58 sleepless hours in transit or travel.
Compensation entitlement: Regulation 5 (EC) No 261/2004, European Court of Justice in Luxembourg: Case Wallentin-Hermann v Alitalia—Linee Aeree Italiane SpA (Case C-549/07), December, 22, 2008.
Justice agreed that any technical issues during aircraft maintenance don’t constitute “extraordinary circumstances” that would allow airlines to avoid paying passengers compensation for canceled flights.
In its judgment, the Fourth Chamber of the Court of Justice held:
“Extraordinary circumstances” was not defined in the 2004 Regulation, but the phrase was to be interpreted narrowly since article 5(3) constituted a derogation from the principle, indicated in recitals 1 and 2 of the preamble, of protection of consumers, in as much as cancellation of flights caused serious inconvenience to passengers.
In addition to denied boarding on flight of more than 3, 500 km, compensation of not less than € 600, I am entitled also to claim flight cancelation 4, 150.0 SDR (Special Drawing Right), of about 4, 897.00 €. I am also entitled to any and all incurred travel expenses, and any legal fees I should encounter.
Airlines failed to provide mandatory accommodations after flight cancellation. No notifications, no refreshments (until 18:00 - 6:00pm with first and quite late meal), no flight reservation service.
Travel expenses (reconstructed or estimated): Phone calls expenses related to notifying other party (long distance and rooming fees) about flight delay (air time on 2 mobile phones): lump sum of 20, 00 €. Reimbursement for the lunch at Frankurt Airport of 25, 00 € . Air time on my mobile phone for calling for seveal hours from Frankfurt to toll free number in United States lump sum of 25, 00 €. Refreshments at Frankfurt 20, 00 €. Entertainment at Frankfurt, while forced to spend night at hotel 50, 00 €. Meals while waiting at the San Francisco airport (per diem), lump sum of 35, 00 €, refreshments 20, 00 €. Taxi in Honolulu lump sum of 25, 00 € (I missed the free transpportation from Airport to residence). Refreshments and dinner in Honolulu (per diem) 50, 00 €. Recuperation from jet lag after the travel (5 days) at per diem rate of 500, 00 € per day.
Total claimed lump sump casual and ordinary out of pocket travel expenses are: 2, 9035.00 €.
Complaint preparation fees 250.00 €.
What was the air carrier’s reaction?
Lufthansa after classical stunt of denial of the compensability due to as alleged fraudulent claim “ unfortunate event was an unforeseeable, unexpected and exceptional accident“ and is now arogantly ignoring me, is NOT at all responding any more to any correspondance related to claim submitted via e-mail, or their website.
The communication with the airline is extremally difficult. Airline(s) has not informed passengers of their rights, neither has disclosed any proper procedures for submitting complaint, and such despite the demand were never disclosed to me, to properly communicate between the passengers and the carriers. Many passengers as foreign nationals were not proficient in german or english languages.
1. The flight was cancelled. Both United Airlines as well Lufthansa are Star Alliance members. Passengers were abandoned by both airlines.
2. All Lufthansa did was to provide passengers with the Toll Free number: [protected], of course to United Airlines located somewhere in the United States. No efforts were undertaken to accommodate the (non English speaking passengers). Many foreign travelers couldn't also not speak German. Many were Germans, who are not obliged to speaking English in their home country!.
3. Over public announcement service we were informed to seek the hotel Steigenberger. There was no any form of help to direct us in the right direction.
4. Passengers booked on United Flight under Lufthansa were told by United that they are not on passengers list. I learnt about it after my call to United Number [protected]. Only by jogging from Hotel to Airport, and between United and Lufthansa with substantial arguments the passengers were able to fight themselves for the reservations, on connecting flights.
5. The stress was building up as: Lufthansa persistently mislead all passengers claiming that it was United flight and reservations must be made with United Airlines by the passengers. United refused to accommodate Lufthansa passengers.
6. In case of cancelled flight the airline has the obligation to arrange the reservations for the passengers not the passengers themselves.
7. That is what the passengers are paying for to their travel agents. The Star Alliance members are required to settle their professional duties between themselves. Abandoning passengers in case like this raises to criminal negligence.
8. The Airline is responsible to accommodate the passengers in any way passengers may require, with no exception.
10. As it was impossible to connect with United as to many abandoned passengers were calling reservation office in the US.
11. Many people on that flight were even non English speaking people (Polish, German, French, Italians, Russians, etc.)
12. Shockingly passengers booked on this flight through exchange with Lufthansa, apparently according to United Airlines, were not on the list of the United Airlines.
13. No any form of assistance either by either Lufthansa or UNITED AIRLINES were ever offered to any passengers at Frankurt Airport. That is contrary to statments in the email. Passengers were abandoned, were forced to make their own travel arrangements, despite that they were not proficient in foreign to them language(s).
14. Considering that the damaged aircraft was Boeing 747 400 series, accommodating close to at whether they had made adequate arrangements for a substitute plane to be available. Typical seating capacity of Boeing 747- 400 series is 524 passengers. Instead of abandoning passengers after flight cancellation, carrier should immediately arrange for substitute plane through any available airline brokerage. Providing replacement booking for such a huge number of passengers on already booked flights was clearly mission impossible, arogant, unprofessional, ruthless and highly questionable regarding the airlines mission statement, its approach to passengers, and business. It well demonstrates how well the airline is organized and how really cares about its passengers.
Some passengers spent over 3 nervous days without the assistance of Lufthansa or United Airlines awaiting for the booking.
15. Neither of airlines have had a substitude stand by aircraft at any of the nearest European hubs.
Lufthansa deliberately and with malice misleads passengers, denies compensation in violation of the governing law(s) and in contempt of European Court of Justice rulling in Wallentin- Hermann v Alitalia—Linee Aeree Italiane SpA (Case C-549/07), dated December 22, 2008.
Citations from Lufthansa written response to the request for compensation: ( customer.feedback.eu@lufthansa.com ) *(for full e-mail replies by Lufthansa, please see attachments (3) on the end of this complaint.
“Our partner United has informed us about the details surrounding the cancellation of your flight UA 901 on 27 December from Frankfurt to San Francisco. During the ground operations a towing truck accidentally hit the wing of the airplane thus causing the winglet to break off. As this unfortunate event was an unforeseeable, unexpected and exceptional accident, the airline cannot be held liable in this case.“
_________________________________________________________________________________
“We are sorry that you are not satisfied with our response. However, concerning the opinion of Lufthansa the judgement of the European Court does not mean that airlines are liable for cancellations due to technical reasons which are beyond their control - as in this case. Therefore we kindly ask for your understanding that we cannot offer any additional compensation.“ _________________________________________________________________________________
“Please be advised that this will be our final response to you in regard to this case. If you have any other questions or concerns not related to the current claim, we would be glad to assist you.“
_________________________________________________________________________________ “Regarding the events surrounding the cancellation of flight UA 901 on 27 December we are unable to pay any further compensation. You are of course free to contact any aviation authority or law enforcement institution you wish to involve.“
Fabian Herrmann and Janine Seidel as the employees in charge, should be properly trained by the airline, knowledgeable about all mandatory legal requirements, helpful, and authorized to act in the best interest not only of carrier but first the passengers. Based on objective evidence and an intentional attempt to escape from liability, by any and all means, by writing targeted, predatory, purposly misleading counterproductive emails on behave of Lufthansa customer reations, resulted only in uncalled aggrevation, and substantial waste of time. Considering criminal behavior of those Lufthansa employees, who accepted on themselves to make the determination of compensability, while not authorised and qualified to do so, justify maximum sanctions of 25, 000 € to be imposed by this enforcement agency on Lufthansa.
All travel expanses are reconstructed, as it is impractical and impossible to keep exact accounting of petty cash, in many cases the receipts were lost or not provided.
Cost of living (COLA) in Honolulu, Hawaii, USA, is higher than in any other states. For tourist daily cost of surviving (hotel, meals, refreshments and entertainment) in Hawaii (per diem) is not less than estimated 500, 00 to 600, 00 U$ per person.
It is up to the carrier (LUFTHANSA) to make me now an offer that I can't refuse.
1 SDR *(Special Drawing Right) is worth about 1.18 €.
€1.00 is equal to about U$1.285.
Law and case references:
http://curia.europa.eu/en/actu/communiques/cp08/aff/cp080100en.pdf
http://www.icao.int/icao/en/leb/mtl99.pdf
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2004:046:0001:0007:EN:PDF
Consequences of flight cancellation and delay: Consequently after such extremely long travel (58 hors), I have been devastatingly exhausted and needed full week of time for after travel recovery from time change and jet lag, as due to nervous situation, I was unable to sleep either in the hotel and later on the airplane during the flight. I have been to tired to enjoy the New Year event in Honolulu, which we planned for several months before. Consequently I was than unable to travel as planed to Kuai, Maui, Molokai and Big Island of Hawaii, during my 3 weeks of vacation due to extreme exhaustion after such a long flight.
My vacation plans in Hawaii were substantially affected by the unplanned and uncalled change in flight schedule, as neither of the airlines have not timely provided a substitute plane from the nearest hub, what should be done with a minimum time delay. My vacation Plans as well as my companion arriving separately, were also totally ruined, as we were unable to enjoy either New Year, or other pre-planed trips, activities and / or business meetings.
Settlement: The amount of settlement to be paid is always subject to negotiations. I am requesting settlement as proposed below, saying so, under all special circumstances of this case, as explained above, I am submitting my non negotiable demands for compensation.
I am considering proposed below settlement terms as fair and just under any and all circumstances, in this case.
As my New Year vacation as the result of flight cancellation were totally ruined, in addition to compensation, and all out of pocket expenses as stated above, as a replacement for my totally ruined vacations, I am requesting fully paid round trip (for two) for the „4th of July“ in Hawaii, between June 27, 2009 to to July 19, 2009, with, with return booked for August 27, 2009, (subject to my approval). The trip should include at least 21 pre-paid nights (two bedrooms suite) in Waikoloa Hawaii resort on Big Island of Hawaii.
Hilton Waikoloa village in Hawaii web pages:
http://www.hiltonwaikoloavillage.com
The settlement I am seeking is travel for two value about U$ 5, 000 21 days Hilton Waikoloa accommodation for 2 in a 2 bedroom suite, value about 25, 000 U$ and than 5, 000 Euro cancellation compensation in compliance with Infringement of Article 5 of Regulation (EC) No 261/2004.
Reimbursement for lost income during 25 days of those vacation in the amount of U$ 15, 000 (self employed).
Lufthansa's response:
Regarding the events surrounding the cancellation of flight UA 901 on 27 December we are unable to pay any further compensation. You are of course free to contact any aviation authority or law enforcement institution you wish to involve.
Yours sincerely,
______________________________________________________
Fabian Herrmann / Janine Seidel
Customer Feedback Europe
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: customer.feedback.eu@lufthansa.com
Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer
Thank you for your Email dated 19 January.
We are very sorry to learn about the irregularities and difficulties you experienced as a result of a flight cancellation on 27 December. For your inconvenience and your trouble we would like to apologise most sincerely to you.
As a matter of course we have already contacted our partner United Airlines and are currently researching the reasons for these unfortunate events. We kindly ask you for your patience during our handling process. We will contact you as soon as we have obtained more information.
Yours sincerely,
______________________________________________________
Fabian Herrmann / Janine Seidel
Customer Feedback Europe
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: customer.feedback.eu@lufthansa.com
Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer
Lufthansa's second e-mail (2) response:
Thank you for your patience during our handling process.
We are sorry that you feel you have to write in English. Of course you can also write to us in your native language.
Our partner United has informed us about the details surrounding the cancellation of your flight UA 901 on 27 December from Frankfurt to San Francisco. During the ground operations a towing truck accidentally hit the wing of the airplane thus causing the winglet to break off. As this unfortunate event was an unforeseeable, unexpected and exceptional accident, the airline cannot be held liable in this case.
As a matter of course we and our partner still offer care and assistance to our passengers in such a situation. We very much regret that you felt that the service provided was not up to the standard you have come to expect from us. Due to the large numbers of guests who require assistance it is not always possible to honour personal requests as much as we would like to. We kindly ask for your understanding in this matter.
The ground staff in Frankfurt offered all involved passengers hotel accommodation. All major hotels operate shuttle buses from the airport that are free of charge for hotel guests. Therefore no transportation voucher was issued to you.
Since this unpleasant chain of events was caused by an accident and our partner United has fulfilled the EU regulation by offering accommodation to you, no further compensation can be paid in this instance.
We are glad that you could continue your journey the next day on LH 456 and we hope that in spite of the irregularities you had a successful and pleasant trip and you will choose Lufthansa again in the near future.
Yours sincerely,
______________________________________________________
Fabian Herrmann / Janine Seidel
Customer Feedback Europe
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: customer.feedback.eu@lufthansa.com
Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer
Lufthansa's e-mail response:
Thank you for your Email.
We are sorry that you are not satisfied with our response. However, concerning the opinion of Lufthansa the judgement of the European Court does not mean that airlines are liable for cancellations due to technical reasons which are beyond their control - as in this case. Therefore we kindly ask for your understanding that we cannot offer any additional compensation.
Please be advised that this will be our final response to you in regard to this case. If you have any other questions or concerns not related to the current claim, we would be glad to assist you.
It is our hope that these events will not keep you from choosing Lufthansa again for your journeys.Yours sincerely,
______________________________________________________
Fabian Herrmann / Janine Seidel
Customer Feedback Europe
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: customer.feedback.eu@lufthansa.com
Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer
Lufthansa's e-mail response:
Regarding the events surrounding the cancellation of flight UA 901 on 27 December we are unable to pay any further compensation. You are of course free to contact any aviation authority or law enforcement institution you wish to involve.
Yours sincerely,
______________________________________________________
Fabian Herrmann / Janine Seidel
Customer Feedback Europe
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: customer.feedback.eu@lufthansa.com
Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer
Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
Lufthansa Customer Relation:
Germany
Deutsche Lufthansa AG
Deutschland
Gütersloh
Zip Code33322
Fax+[protected]
Help all to FIGHT BACK those crooks:
E-mail Lufthansa CEO, and other employees, tell them what YOU think of that shoddy airlines:
wolfgang.mayrhuber@dlh.de, publicrelations@LHsystems.com, andreas.bierwirth@dlh.de, carl.sigel@dlh.de, carsten.spohr@dlh.de, holger.hätty@dlh.de, lufthansa.europe.uk.ie@dlh.de, stefan.lauer@dlh.de, hubert.frach@dlh.de, jurgen.weber@dlh.de,