Apologies, a rant is required. I just swore at someone on the phone, which is quite a rare occurrence. Read on to see why, if you dare.
Lufthansa is by far the worst airline I have ever had the misfortune to deal with (I haven’t flown on anything really unsafe, of course, but have flown in Iran on a Tupolev). Not only is their in-flight service embarrassingly behind my usual carriers such as Emirates, Singapore, Air New Zealand, their customer service is a joke. My wife has flown them twice in the last year.
Example 1: The first time she bought an in-class upgrade in order to make a further upgrade using Mileage Plus miles. Then was told that the upgrade was not possible. Nor was a refund and in-class downgrade. She flew in the same seat as before, and after 10 months they have offered to refund 20% of the cost, but still haven’t done it more than 3 weeks after asking for bank details. Each time I enquired it took weeks or months to get an email reply.
Example 2: She was denied boarding for LAX-Munich on a trip from Auckland to Europe (because of a newly enforced rule on passport validity that was not picked up at Auckland), and the other 5 legs of the trip were then cancelled. She had to buy a 1-way ticket home. Note that because my wife never made it to her invited conference talk, she doesn’t want to ask the organizers for any money, and they probably think she is being refunded by the airline. The original was bought through Expedia. After hours talking to Expedia we have been told that Lufthansa will within a few days let us know how much they will refund, and then it will take 10 weeks for a refund. I asked Expedia to transfer me to Lufthansa in order to discuss the extra costs incurred that were not on the ticket. The LH staff member told me this number is not for customers, only travel agents. She refused to give me any contact numbers other than the general US 1-800 number. Not wanting to start all over again and failing to convince her with reasoned argument I yelled and hung up.
I don’t want to make too many jokes about Germans, but there is some really stereotypical behaviour going on here. Is customer service, or basic human flexibility, such as difficult concept to grasp?
I strongly urge anyone reading this to avoid Lufthansa if possible. Other tips – never buy your own ticket if it is supposed to be reimbursed by others, get them to buy it directly; make sure your passport has 3 months validity past the end of your stay in Schengen area. And maybe consider cancellation insurance!