Lufthansa

FLIGHT REFERENCE NO: 3NQKCD PASSENGER: MS CALEY LEE FOURIE COMPLAINT OF GROSS MISMANAGEMENT OF FLGHT CHANGES FACTS: 1.A ticket was booked for my daughter by people in Malta, for her to fly from Johannesburg to Malta via Frankfurt Reservation code: 3NQKCD Flight no: LH 573 operated by: Lufthansa Class: Economy Class (Q) from: Johannesburg O R Tambo Intl. Airport (JNB) Terminal A to: Frankfurt Frankfurt (FRA) Terminal 1 Departure: Wed. 15 February 2023 19:40 h Arrival: Thu. 16 February 2023 05:30 h Reservation: confirmed 2.At the check in counter we realised there was an issue with her visa and she was not permitted to fly 3.We went immediately to the Lufthansa counter where we were advised we had a window on 3 days in which to make any changes to the flight before is became void 4.We were also advised that ideally the changes to the flight should be made at that counter in Oliver Tambo airport 5.On Thursday 16 Feb having established we were not able to get an emergency visa in time, we drove (45 minutes) back to the airport only to find the ticket office closed. The website indicated the office is open all day but the sign on the window said it opened at 15h15 6.We returned to the window at 15h15 only to find a group of more than 50 Dutch tourists all waiting to make changes to their flight to Frankfurt on Lufthansa as their flight had been cancelled. Only 1 assistant behind the desk and an entire aircraft full of people to attend to, so we left intending to return on Friday. 7.It took us 2 hours to get home in the traffic and then decided to call the help desk rather than face a repeat performance on the Friday 8.The call was made late eve Thurs 16 Feb (exact time can be established is required) and the man that assisted us was polite and efficient and made the changes for Caley to fly on Sunday 26 February. He advised us in as many words that no fees were applicable as this was a free change 9.A confirmation of the changes were emailed to my daughter that same evening. The flight changes were reflected on the Lufthansa online portal and details of the changes were also sent to the person that booked the original flight in Malta 10.One thing concerned us about the flight change we received, in that it reflected that there was No Baggage except for hand luggage, so on Tues 21 Feb my daughter called the Call Centre to establish why that is. She was told by the assistant that she couldnt find the booking but that baggage issues could be sorted out at the airport. Our assumption was that that particular call centre assistant just couldnt find that ticket at the time, not once thinking the ticket was cancelled 11.On Thursday 23 Feb we became increasingly concerned about the whole flight issue and went back onto the Lufthansa Portal only to discover that the flight was in fact no longer on her profile. 12.That began a run around of over 4 hours of my daughter being pushed backwards and forwards by various help centre personnel, the online booking company through whom the flight was originally booked, the lady who booked the original flight and then back to the call centre. 13.We were advised that a payment should have been made on Thurs 16 Feb when the changes to the flight were made and because no payment was received, the flight was cancelled. 14.We were advised that should we wish to rebook the flight we needed to pay in $1 500 15.When I eventually spoke to the person assisting my daughter (his name was ABU) and made my displeasure obvious, he eventually came back with a reduced rate of $ 1100 because my daughter has been ill advised so some penalties were waived 16.Since she needed to be on that flight on 26 February, she agreed without prejudice to settle the amount just to expedite the booking. Her card details were taken and Abu agreed to mail her the new ticket 17.A short while later we received a ticket for her to fly on 6 March a date that was never discussed or even considered. The change was always for 26 February 18.So, back to the call centre once more, no one knew who Abu was and so we had to explain the situation all over again. Before the alterations could be finalised we were cut off 19.Another call and another call centre operator and another explanation all over again, and finally the changes were made. He requested her card details as he was now going to charge her again for changing the booking! She refused and thankfully he found the record of her payment 20. Some time later new correspondence was received with the correct flight details. THE COMPLAINT 1.I have to wonder for how many days the newly issued ticket will be valid hopefully long enough to get her on the plane! I have seldom come across more incompetence and mismanagement of a situation. 2.Why are times on the website not the same as times on the window at the airport desk? So much wasted time and energy on behalf of your clients 3.How can you have only 1 assistant at the airport counter to handle hundreds of passengers? Had there been more people to help, the situation would have been resolved there and then and if payment was due if would have been made at that time 4.How is it possible for a call centre operator to advise that a flight change is free of charge if this is not correct? The recording of the conversation for safety and security purposes will clearly confirm that this is what we were advised and not something we have made up to avoid paying penalties. 5.Does it not state in the Consumer Protection Act that : Free was the price until it didnt suite you anymore and then you simply cancel the flight! 6.HOW IS IT POSSIBLE/LEGAL/ETHICAL/MORAL TO CANCEL A FLIGHT BOOKED BY ONE OF YOUR STAFF WITHOUT CONTACTING THE CLIENT AND ADVISING THEM THAT THERE IS AN ISSUE WITH THEIR TICKET? It is beyond me that his was allowed to happen. Had there not been an issue with the baggage, we would have been totally unaware that the flight had been cancelled until we had tried to check in online or worse still arrive at the airport! This is borderline criminal and I cannot comprehend such audacity and misconduct 7.In my heated discussions with ABU he advised me that if I continued to pursue the line of insisting on a free flight change, he would have to terminate my call. Have you ever and this from a representative of the airline who then went on to book the incorrect flight dates after all this performance. Its disgusting, unacceptable at every level and the worst possible customer disservice imaginable 8.My daughter is 23 years old and just starting her working life post studies and this kind of unexpected cost is beyond her capabilities and the manner in which she has been treated, beyond all comprehension. She has been in a total state of stress and upset for over a week now and the nightmare seems never to end. It is inconceivable that there is no consequence not to any of the staff that have misinformed her and that you as an airline take no responsibility at all for the situation you have placed us in all the hardship falls on the client and you walk away with all the money in your pocket 9.At the absolute very least, the charges if you insist they are payable, should have been calculated as they would have been on Thurs 16 Feb when the ticket was first changed, not as they are on the 23rd Feb when ticket prices have already risen substantially 10.At best, you should have the decency to reverse all costs and offer her the ticket change for free as was advertised/ promised to her, if for no other reason than as way of compensation for all the heartache and distress you have caused her. 11.I would like the matter investigated with urgency and I would like compensation / refund for this ticket. 12.Airlines are few and far between since Covid. I would have thought Lufthansa would like to maintain its good name and service record and I for one would love to tell others how well you have handled our situation, rather than how badly. User's recommendation: Stay away from this airline if you can help it

This is a complaint I sent to you a few weeks ago !!. Beyond the injustice done in the case you disgracefully disparage me, you do not refer, do not update expectations for treatment time and do not refer to emails I send almost every day to know what is happening, it's just first-rate insolence, I thought a company like Lufthansa would never behave this way. But I was deceived. Finally, I warn you that when I run out of patience I will sue you in court, and as part of the lawsuit you will have to pay both for the injustice at the core of the complaint, both compensation and court costs, see you were warned !. Here is the complaint I sent: "Peace. My name is Menachem Klein. Israeli citizen. I returned from Frankfurt to Tel Aviv on 05/19/2022. Lufthansa's flight No. 694. When I arrived to deliver the luggage check-in at the airport in Frankfurt receptionist asked me to show her that I did p.c.r test and a negative result. The test was not negative p.c.r since the State of Israel does not require travelers entering the country to carry it. The State of Israel requires that passengers entering the country two things: 1). Fill Declaration traveler enters. 2). P.c.r testing at the airport immediately after landing in Israel. I filled the two above requirements. I have tried repeatedly to explain to the clerk check it wrong and the State of Israel does not require flying to conduct a p.c.r before the flight, but she insisted and allowed me to deliver the luggage and sign up for the flight. Ore me I had trouble like crazy and get p.c.r test with a quick result paid almost 300 . I'm an adult, it caused me a lot of trouble very, walked many miles in the airport to find a place where we check our p.c.r fast, almost missed the flight and really caused no damage to health due to this madness, also Nalti pay 265 for reviewing the p.c.r rapid deposited asked me to perform. This is a very serious mistake of the clerk. I demand that you return Menahem the cost of the testing carried out by fault + p.c.r compensation for the distress and trouble caused to him because of that. I'm sure I'm right, and if you'll accept my request, I would have no legal proceedings against you to take. Expects to answer as soon as possible !!!. Menachem Klein." User's recommendation: I recommend avoiding and doing everything to avoid flying with Lufthansa