- Report: #966745
Report - Rebuttal - Arbitrate
Complaint Review: Lufthansa Airlines
Lufthansa AirlinesInternet United States of America
Lufthansa Airlines shameful customer service, Internet
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ATTN: LUFTHANSA AIRLINES
Customer service USA and
Corporate Offices: Europe/USA
Internet sites that
document airline complaints
One Travel Corporate
RE: Lufthansa Locator:
One Travel Booking number
been a month since my horrific experience with the lack of professional
customer service as well as basic humanitarian compassion from Lufthansa
time I was laying in a hospital bed in GOA, India. I had just undergone major surgery and was
unable to get doctors clearance to travel.
I had purchased a BCN-GOA roundtrip ticket through ONETRAVEL, but upon
making a call to their New York office I was instructed to call your customer
service office in Toronto to request a change of return date. On September 28, 2012 I called 1 705 872 3087 and was unlucky
enough to speak to ERIN (EM). She was
cold and sharp with her instructions: Basically there is nothing we can do to
change your return date. If you want to try you can FAX a letter from your
doctor and a customer service supervisor may document your record with an
approval to change the date.
Kolwalker of Galaxy Hospital in Mapusa, India wrote a very formal letter but there was NO PLACE in this remote
village to send an international fax.
It is unforgiveable that Lufthansa
customer care does not accept emails.
stress level for me was unbearable, but I came up with a solution: The hospital scanned the letter and I emailed
it to Sherwood at One Travel and then he faxed it to:
872-3086. Sherwood made a follow up call
to Lufthansa customer service and was told that my travel record #69sqm2
would be documented within 48 hours.
was on September 30th. NO
ONE AT LUFTHANSA EVER BOTHERED TO ANSWER MY REQUEST.
I also sent an urgent message to
your internet customer service web site and NEVER received a reply.
can you, in good conscience, treat your customers in this manner? It is shameful.
2003 I have lived overseas, in Kuwait, Bahrain, Hong Kong and Barcelona.
and EVERY time I travelled I ONLY used Lufthansa. I expected so much more from you, especially
since I was lying on my back in a hospital, all by myself, in the middle of
India. Where is your humanity?
end, by October 10th I gave up and bought a ticket on Qatar Air,
which, by the way, has much better in-flight service and customer service.
if Lufthansa was not willing to change my return date it was only professional
through and make a response.
am sharing this disappointing experience with all of you, hoping that, perhaps,
you make some major adjustments in your customer care department, and that you
train all staff in kindness and compassion, especially in situations like this.
****, M. A. Ed.
This report was posted on Ripoff Report on 11/09/2012 02:22 AM and is a permanent record located here: http://www.ripoffreport.com/r/Lufthansa-Airlines/internet/Lufthansa-Airlines-shameful-customer-service-Internet-966745. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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