UAL747
Posts: 6725
Joined: Mon Dec 13, 1999 5:42 am

Lufthansa Refunds! Argh!

Wed Mar 31, 2010 5:15 pm

Okay,

So long story short, Lufthansa, 2 1/2 months ago, said they would be refunding my changes fees for a ticket I had going to Istanbul due to a situation which was their fault that occurred at IST airport.

2.5 months later, I still have yet to see a refund post to my account. It's fairly sizable, and it would be nice to have that back in my account. Shortly after I filed my complaint, I received and email that they would credit me 3000 miles to my UA mileage plus account, which they did within the week. They said it would be 1 or 2 billing cycles before I got my refund, and if I didn't show on the second one, to get in contact with them.

My second statement came last week, and still nothing. I probably wouldn't be as upset if this weren't tied to my bank account and instead a credit card. My problem is the fact that LH has absolutely NO phone numbers for the public for their refund department. You CANNOT call and speak to someone about the processing of your refund. I have to email, and for the past 2 weeks, all 3 of my emails, both to the refund department and the customer relations department have been unanswered. I sent another one today with a bit more "urgency" in the tone of it.

At any rate, why would it take them almost 3 months to refund something? And why do they not have a contact phone number for these departments. Wait, I take that back. There is one listed for customer relations, however, it only sends you to a menu which tells you what numbers to call if you need to make a reservation, then tells you to email LH for complaints, then hangs up on you.

Sorry, I'm getting irritated, but is there any way to handle this other than the obvious?

UAL
"Bangkok Tower, United 890 Heavy. Bangkok Tower, United 890 Heavy.....Okay, fine, we'll just turn 190 and Visual Our Way
 
LH459
Posts: 793
Joined: Thu Sep 01, 2005 2:41 am

RE: Lufthansa Refunds! Argh!

Wed Mar 31, 2010 5:22 pm

Quoting ual747 (Thread starter):
Sorry, I'm getting irritated, but is there any way to handle this other than the obvious?

I assume you booked this yourself, through a website? If you booked it through an online agency such as Expedia, Travelocity, etc. then I would contact their customer service department. Agencies, whether online or traditional, have access to phone numbers which are not available to the general public, so if you purchased through an agency then I would recommend having them intercede on your behalf.
"I object to violence because when it appears to do good, the good is temporary; the evil it does is permanent" - Ghandi
 
UAL747
Posts: 6725
Joined: Mon Dec 13, 1999 5:42 am

RE: Lufthansa Refunds! Argh!

Wed Mar 31, 2010 5:41 pm

Thanks, I'm trying Travelocity now.

UAL
"Bangkok Tower, United 890 Heavy. Bangkok Tower, United 890 Heavy.....Okay, fine, we'll just turn 190 and Visual Our Way
 
UAL747
Posts: 6725
Joined: Mon Dec 13, 1999 5:42 am

RE: Lufthansa Refunds! Argh!

Wed Mar 31, 2010 6:08 pm

And....Travelocity contacted LH. However, the reservation is now under complete control of the Customer Relations department, and LH told the Travelocity agent the only thing I can do now, is send them periodic emails (since they don't have a phone number), until they answer.

This is really leaving bad taste in my mouth. From the experience at IST with the ground staff, to the CR and Refund Department.

I thought the flights were lovely, but the rest of it, I can do without.

Any other suggestions other than bombarding them with massive amounts of emails? (Which is what LH is telling me to do). When they "lost" my reservation in IST, causing me to miss my flights, the agent's solution was, "There is nothing I can do for you. You can just buy a new ticket and complain later." Sorry, upfront, same day ticket from IST to the US was a little out of my budget at the time. I waited 6 hours in front of that customer service booth, until she told me I had to go wait somewhere else, and not hang out in near the booth. There is only one Cafe at the check-in area at IST, and it was full.

UAL
"Bangkok Tower, United 890 Heavy. Bangkok Tower, United 890 Heavy.....Okay, fine, we'll just turn 190 and Visual Our Way
 
LH459
Posts: 793
Joined: Thu Sep 01, 2005 2:41 am

RE: Lufthansa Refunds! Argh!

Wed Mar 31, 2010 7:07 pm

Quoting ual747 (Reply 3):
And....Travelocity contacted LH. However, the reservation is now under complete control of the Customer Relations department, and LH told the Travelocity agent the only thing I can do now, is send them periodic emails (since they don't have a phone number), until they answer.

D'OH! I was sort of afraid of that. Unfortunately you're stuck waiting for LH now, and I would keep up the emails. It would've been better to process the entire complaint through the issuing agency (i.e. Travelocity), but I know that doesn't do you any good now. Any agency worth its salt will pursue a complaint of this nature until it's resolved. Speaking as a travel agent myself, there are few things that make me as angry as an airline "losing" the reservation of a ticketed passenger.
"I object to violence because when it appears to do good, the good is temporary; the evil it does is permanent" - Ghandi

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