Topic: Success In Resolving A Complaint With Lufthansa
Posted 2010-02-19 12:48:21 and read 10190 times.
Hey guys, I posted a trip report and another report about my trip to IST on LH. Due to circumstances beyond my control, I had to change my reservation and come home early. Lufthansa somehow lost the reservation and the CSR at IST told me basically that I was out of luck and should buy a new ticket and complain to LH later, which I thought was totally unacceptable.
Anyway, I wrote LH a letter via their complaints website. It was a professional letter and I was hoping I would have it in replies from them, but it's a system where you actually write the complaint on the website itself and it goes to the internal complaints department and over to Lufthansa North America.
Anyway, I wanted to share the letter and "prizes" I got in return, so here it is:
Dear Mr. Green,
Thank you for your patience while your concerns were being researched.
When you called to change your return date on January 11, 2010, our reservations office here in North America opened your e-tkt to work on the changes. The date change had not yet been completed and due to the time difference you were already at the check in counter in Istanbul. As your itinerary was being worked on, our agent overseas could not yet see the change. I do not offer this information to minimize your disappointment but just to clarify the extraordinary circumstances regarding your situation.
That being said, I was so disappointed to read your account of the attitude of the agent in Istanbul. Without question, professional and courteous treatment and responding to our customers’ needs is expected from our staff at all times. The solution of just buying anther ticket should not have been the only solution. Pease be assured your comments have been forwarded to our Station Management there for their internal review and follow up.
Kindly be advised the USD$250 change fee is being refunded back to the original form of payment. As a gesture of sincere goodwill, which is certainly not meant to trivialize the inconvenience you experienced, I have also requested 3,000 miles be credited to your United Airlines Mileage Plus account.
Your kinds words regarding the flight crew are truly appreciated and it is a pleasure to know that they provided the excellent service for which Lufthansa is known. We do hope that you will accept our sincere apologies for the less than favorable impression and we would welcome the opportunity to regain your confidence on a future Lufthansa flight.
Customer Relations North America
Lufthansa German Airlines
1640 Hempstead Turnpike
East Meadow, NY 11554
Tel.: 516 296-9650
Fax: 516 296-9838
I seriously thought it would just get lost among everything else. It took them about a month to address the issue, and responses to my emails weren't punctual, but it was nice to see this pop in my email inbox.
So guys, I guess it can be done.