Lufthansa Customer Service Issues

Dear Team, I'm writing to clarify the COVID test requirements for my upcoming journey. On June 17, my family of four is traveling from Canada to Russia (non-Schengen to non-Schengen). None of us are vaccinated, and we will transit through Frankfurt. As Russian citizens, we are not required to be tested upon entry to Russia. I have reviewed the entry requirements on your website and understand that a test is not mandatory for us to board the flight. Despite two separate calls to Lufthansa customer service to confirm this, there has been uncertainty and repeated double-checking by your staff. I've noticed online that passengers in similar situations have faced challenges with Lufthansa employees demanding tests upon boarding. I kindly ask for confirmation that Russian citizens traveling from Canada to Russia do not need a COVID test. I intend to have your email response on hand during boarding to address any concerns from Lufthansa employees. Please provide a clear confirmation to avoid any confusion. Thank you, E.K.

During my flight LH183 to Frankfurt on 25.5.21 at 11:45 a.m. connecting to LH1150 to Malaga at 14:25 p.m., my rollator was damaged. Upon landing in Frankfurt, I reported the issue at the Senator Lounge where LH staff assured me they recorded the damage. They suggested I report it at the baggage counter in Berlin after my trip. However, the BER counter declined due to the 14-day delay. I now face a €[redacted] loss for the carbon rollator due to LH's incorrect advice. I request a refund for the damaged rollator.

Hello, I am flying from Stockholm to Croatia and I have a layover in Munich. I have already reached out to the airport and they stated that a negative test is not necessary for transit through Germany, but I now need to confirm with Lufthansa regarding their regulations. I have come across conflicting information online, with some official government websites indicating that a negative COVID test is required even for transit under 24 hours, while others state it is not obligatory. This has caused some confusion for me. I kindly request clarification on the correct requirements and documentation needed at Munich airport during transit to avoid any issues. Thank you for your assistance.

Subject: Regarding Your Inquiry About Your Senator Status Dear Mr. Arend, Thank you for reaching out to us. We regret to inform you that we are unable to assist with your inquiry as we manage technical support for the Lufthansa website. To address your concerns about your Senator status, we recommend contacting the Miles&More Service Team through their contact form on www.miles-and-more.com > Help & Contact. We appreciate your understanding in this matter. Best regards, Lufthansa Internet Service Center Johanna Baer Deutsche Lufthansa Aktiengesellschaft Headquarters Registration: Amtsgericht Koeln HRB [redacted] Supervisory Board Chairman: Dr. Karl-Ludwig Kley Executive Board: Carsten Spohr (Chairman), Christina Foerster, Harry Hohmeister, Dr. Detlef Kayser, Dr. Michael Niggemann

I recently participated in the Lufthansa online Miles for Gift Cards exchange program. My wife and I each redeemed 7,[redacted] miles for $25 gift cards, one for Barnes and Noble and the other for Starbuck's. Despite receiving emails from Cadooz.com with the gift card links, we discovered that the cards lack essential information like a number and PIN. This issue has caused us frustration after contacting the vendors unsuccessfully. We prefer to have our miles refunded instead of going through this process again. We hope someone can assist us with this matter. Thank you, Franz Weis (Miles&More #9[redacted]-[redacted]-[redacted]) and Kathleen M Weis (Miles&More #9[redacted]-[redacted]-[redacted]).

Hello, I had a booking under QJ7O2Q where the outbound flight was partially cancelled and the return flight was completely cancelled. I wasn't informed by anyone (no email or call). I had to call your service to change my outbound flight, and now we are going through Brussels with a 1-hour delay. For the return flight, we had a Rhodes to Paris flight on 23/06 with a layover in Frankfurt but that was cancelled too! Your service offered me a return on the 23rd through Brussels, but we have to stay overnight in a hotel and leave the next morning. We hadn't planned to spend a night in Brussels and pay for a hotel night. Due to your flight cancellations (without notice), please cover the cost of this hotel night and email me the hotel name and address. As you will see, there are 3 passengers. Please get back to me urgently. Best regards, Laurence L.

Hello, I am Thomas CARLIER and I would like to address an issue and request compensation for an incident that occurred during my travels from Paris CDG to Larnaca on Saturday, June 12, [redacted]. My journey from Paris CDG to Munich (flight LH2239) on June 12th was uneventful. However, I encountered an unfortunate situation when I was denied boarding for flight LH1768 from Munich to Larnaca at 09:50 AM due to a misunderstanding by the security staff. As a fully vaccinated individual with all the necessary documentation, including the completed vaccination and the Cyprus Flight Pass, I was left stranded for 10 hours, causing undue stress and disruption to my day and evening plans. Despite presenting evidence of my vaccination status, including two PCR positive results from December, the security staff insisted on a negative PCR test taken within 48 hours, which I believe was unnecessary given my fully vaccinated status. I subsequently spoke to the Lufthansa desk staff who were helpful in rebooking me on alternative flights (LH0117 to Frankfurt and LH1294 to Larnaca) to minimize the inconvenience caused. I am seeking compensation for the misunderstanding that led to this situation, as recommended by the Lufthansa staff in Munich. Thank you for your attention to this matter. Sincerely, Thomas CARLIER

Hello, my name is Rita Berg, a travel agent from XSTREAM Travel. I assisted my clients, Daniel and Sally Rakovec, in booking flights scheduled for June 2, [redacted], to June 20, [redacted]. The tickets were booked on November 11, [redacted], through FareBuzz using a Discover card, with the ticket numbers [redacted][redacted]/83 and [redacted][redacted]/85. The FareBuzz booking number was [redacted]. Due to Covid, the flights were canceled by the airline, and my clients opted for a credit initially but later requested a refund. Despite receiving confirmation from keyaccountservices on 12-22-[redacted] that a refund would be issued, FareBuzz has not provided the refund, claiming the flight was nonrefundable. My clients, who purchased travel insurance, did not cancel the flight, but the airline issued a refund, indicating it was refundable. Despite numerous attempts, FareBuzz has not cooperated. I am reaching out for assistance in resolving this issue and ensuring my clients receive the refund promptly. My contact information is [redacted] and [redacted]. Thank you for your help. Best regards, Rita Berg

Subject: Lufthansa Flight Booking Concern I am reaching out to express my dissatisfaction with the recent changes to my flight itinerary booked with Lufthansa. Initially, I had planned my travel for myself and another passenger from Tampa to Frankfurt to Bucharest and back. Over time, there have been several adjustments made by Lufthansa, including changing the final leg of my return flight from Tampa to Miami, which is significantly farther from my home. Despite trying to accommodating these changes, I have incurred additional costs, such as renting a car to reach the new departure airport. I have a strict schedule due to work commitments and these alterations are causing inconvenience. I am seeking adequate compensation or assistance from Lufthansa to resolve this situation promptly. I am willing to drive to Orlando for departure, as previously adjusted, within reasonable limits. However, traveling to Miami is not a feasible option for me. I kindly request Lufthansa to consider my situation and provide suitable solutions or compensation within the next 48 hours. My contact number is 1+[redacted]. I anticipate prompt action to avoid further escalation. Thank you for your understanding and cooperation. Best regards, Brett S.

Hello, I am seeking assistance regarding my ticket refund. My ticket number is ‪[redacted][redacted]‬, under the name COSTA ASUMU RUSLAN, for a flight from SHANGHAI to MALABO on June 16. I have been waiting for some time for the refund process to complete. The agency I booked with mentioned they haven't received the refund yet and requested proof from the airline. This refund is crucial as I need to purchase another ticket to return to my country before my permit expires at the end of the month. I am a student in China and have already completed my studies. Thank you for your attention.

I have been waiting on the phone to speak with a representative about my upcoming flight for 20 minutes. I don't know how much longer I need to wait. It would be helpful to have a call back option and an estimated wait time. I am concerned because all communication this week has been about my trip to Munich, but I also have a connecting flight to Prague. I want to confirm that there is no error and my flight to Prague is still booked. I am also unsure about the negative Covid testing requirements for vaccinated travelers from the US. Is my US vaccination enough, or do I need a negative Covid test within 72 hours? Are there any additional Covid-related forms I need to complete before transferring in Germany and arriving in Prague? Thank you.

Hello, I would like to address the issue I am facing regarding my canceled flight from Dublin to Frankfurt with Lufthansa, which was scheduled for Wednesday, May 20, [redacted]. My Itinerary #[redacted][redacted], ticket #[redacted][redacted], and booking ID: VBHL3Q. Lufthansa canceled the flight due to COVID restrictions and Expedia, the company that facilitated the booking, informed me that I could only receive credit that expires on August 31, [redacted]. Given the uncertainty of travel during the pandemic, I would like to request a full refund instead. I have already spent significant time contacting Expedia with no resolution. I appreciate your prompt assistance in resolving this matter. Thank you for your attention. Best regards, Thu N.

Hello, I would like to request some corrections to my travel reservations. I booked a round trip flight with Lufthansa through Gotogate, but there are a few errors on my booking that need to be fixed. Firstly, my first name is incorrect on the reservation. It should be listed as Eunju, but it currently shows as Eunjums. Additionally, I purchased two pieces of checked baggage for my trip - one for the outbound flight and one for the return journey. However, the reservation only reflects one checked bag for the return flight. My booking code is RELUM5, and I am scheduled to depart on July 2 from Paris to Seoul. My full name is Eunju LEE. I kindly request that these errors be corrected promptly. Thank you, Eunju LEE

Hello, I would like to correct some information. I purchased a round-trip ticket on Lufthansa through the travel agency Gotogate. When I checked my reservations, there were some incorrect details that I would like to fix. Firstly, my first name is misspelled. My name is Eunju but my reservations mistakenly show Eunjums. Also, I bought a total of two checked bags, one for the outbound flight and one for the return flight. However, my reservations only indicate one checked bag for the return flight. My booking code is RELUM5, the departure date is July 2, from Paris to Seoul, and my name is Eunju LEE. I hope you will correct the wrong information as soon as possible. Best regards, Eunju LEE.

I flew round trip with Lufthansa from May 6th to June 18th. My ITN Confirmation number (Apr 22, [redacted]): MR94K9 and Ticket number: [redacted][redacted]. I am dissatisfied with my return trip from Cluj to New Jersey on June 18th, which was unexpectedly canceled without any notice from Lufthansa Airlines. I only found out about the change when I reached the airport in Cluj-Napoca for check-in. Consequently, I incurred additional costs for a new Covid test and an overnight stay in a hotel in Cluj. Furthermore, I missed an important meeting in New York City scheduled for June 19th for my upcoming theatrical project. The canceled flight was LH [redacted] from Munich to Newark, New Jersey (June 18th). I was rebooked on a new flight route: Cluj-Napoca to Munich on Lufthansa [redacted] and Munich to Newark on Lufthansa [redacted]. Any advice would be appreciated.

Dear Sir/Madam, I am Rohit Angural, and I have made reservations for two flights with Lufthansa Airlines. The booking codes are as follows: 1. Booking code: 6BX65E 2. Booking code: QD54Z4 My trip involves traveling from India to Serbia and then from Serbia to Toronto, Canada. As a Canadian student, I possess a Canadian visa and am currently enrolled at LAMBTON College. I have noted that the luggage allowance differs between my two flight bookings, with one allowing for only one luggage bag and the other not permitting any checked baggage. Given that I am relocating to a new country as a student, I require the ability to transport a significant amount of personal belongings. I have come across information on the Lufthansa website stating that passengers traveling from India to the USA/Canada are allowed two checked bags weighing up to 23kg each. I kindly request your assistance in enabling me to bring two luggage bags on my journey with your airline. I would greatly appreciate a resolution to this matter. Thank you for your attention to my request. Best regards, Rohit Angural

Dear Team, I am writing regarding my upcoming trip to Canada, specifically from Mumbai to Toronto. Travelling with my two dogs, each weighing approximately 32 kgs with the crate, I am facing a challenge due to the current COVID situation. Under the air bubble agreement between India and Canada, Air India and Air Canada are the designated airlines for this route. I found a suitable route with the Air Canada flight from Mumbai to Toronto via Frankfurt, operated by Lufthansa but marketed by Air Canada through a codeshare flight. Despite the continuity of the flight and crew from Mumbai to Toronto, I have encountered a complication. To bring my pets along, I must book solely with Lufthansa, which is not feasible under the air bubble agreement. The requirement to book exclusively with Lufthansa seems unnecessarily restrictive. Ideally, this operational issue could be resolved by both airlines collaboratively. I am seeking guidance on the best resolution for this situation. Thank you.

Hello, I'm Sadhu Behera, and I have two reservations to travel from Denver, CO to Bhubaneswar, India. The first reservation is for my wife Sunanda Prusti and my younger son Swagat Behera with confirmation number RUVYMS. The second reservation is for me, Sadhu Behera, and my older son Saurav Behera with confirmation number RW95KO. Due to the current Covid situation in my hometown in India, my family is no longer comfortable with traveling. I canceled one reservation (RUVYMS) on the Lufthansa website on June 29th and was informed the refund would be processed to my credit card. Despite this, when I called Lufthansa customer support, I was advised that there would be no refund. I am now looking to reinstate my tickets closer to my travel date. I have also expressed my concerns to the U.S. Department of Transportation for further assistance. Thank you, Sadhu

I do not own an iPhone, so I rely on my landline for communication. I've been struggling to reach you, hence this is my second attempt. I am Doreen L., scheduled to fly with LH953 from Birmingham on 17.08.[redacted], and returning with LH956 from Frankfurt Terminal 1 on 22.08.[redacted]. My booking code is RESNUG. Due to travel restrictions, I need to modify my flight as I can't abide by the short isolation requirement. Germany does not currently permit travelers from the UK. I urgently need information on the latest date by which I can make changes to my booking without incurring a fee, as well as guidance on how to proceed with the changes. I can be reached on my landline at [redacted]9. It is crucial for me to notify my son about any alterations in our plans. My email address is [redacted]

Dear Lufthansa, I want to report an issue about a cancelled flight from Portugal on July 1st. When I couldn't check in, I visited the airport for assistance, but the local Lufthansa staff were unhelpful and rude, providing no guidance or information on the flight status. I was even asked to move away without any solutions or explanations. The helpline was unreachable, and despite a 23-hour check-in reminder, I still couldn't check in. The lack of information and support was very stressful. The next day, the flight schedule changed, causing me to miss an important meeting scheduled for 2 PM as we landed at 6 PM. The representatives should have informed us about the changing conditions due to COVID restrictions. I wasted hours waiting for assistance and missed a crucial business opportunity, feeling neglected by Lufthansa's lack of customer care. A 70% ticket price compensatory gesture would be appreciated. Sincerely, VS