I do criticize Lufthansa on a regular basis, but compensation, rebooking or paying for a hotel is one of the strongest point of the airline. The tweet was appropriate, they approved his payment, so no need to play all social media canals.
The tweet was not appropriate. Luftkafka has a well earned reputation for treating their customers with contempt. The customer has every reason to hit them up on all channels knowing that.
Compensation is a strong point of Lufthansa? You must be joking. Go read the relevant thread on Flyertalk, you'll find hundreds of cases where Lufty denied valid claims hoping they will tire customer to not chase the claim. They're doing this on a routine basis.
At last, someone is saying it the way it is. Cudos to the Lufthansa rep.
At least they aren’t banning the Jews like they did during Covid. They took a whole huge family of them off an international flight because one would not wear ze mask.
Ze rules apply to everyone. Was the rest of the party argumentative? It's a bit of a stretch bringing their Jewishness into it, surely.
PeteAU, this is a situation where Luftkafka was 100% in the wrong. In May of 2022, a few Jewish passengers were not wearing masks and congregating in the aisles. Luftkafka then booted every person who looked Jewish off the plane, and video of a member of staff stated that all Jews on the flight were paying for the actions of a few. Quoth the BBC:
"The Department of Transportation said Lufthansa discriminated against the passengers, treating them "as if they were all a single group", though many were not traveling together and did not know one another."
First Luftkafka apologized for it, then when they were about to pay for it, they denied it again and called it miscommunication. Clearly Luftkafka has problems with both discrimination and credibility.
Quick followup, realized my wording was imprecise. They ended up being denied boarding on a connecting flight, and were not kicked off a flight they were already on. Still wrong of Luftkafka, just clarifying.
Nothing wrong with it. The rules were for all. Do you know how this group behaved? Police had to come to the gate according to the articles I read.
Collective punishment is prohibited by Geneva Convention but apparently Lufthansa customers should not expect same level of protection as soldiers in active war zones.
Because military combatants were gaslighted and brainwahed into serving a personal political agenda using war as an excuse.
Lh customers fly with their own free will.
In my experience, Lufthansa can treat its customers with remarkable disregard.
I have faced excuse after excuse and delay after delay on genuinely serious matters. In one case, the airline's negligence caused me a physical injury, yet getting a straight answer, let alone accountability, has been an exhausting struggle.
The customer-facing staff (including whoever wrote that response) seem to have fully bought into the old LH slogan, "There's no better way to fly", while the experience behind it tells a very different story. When things go wrong, a so-called "premium airline" should respond with urgency and care.
It would help to know what it is the customer is even after. The reality is that consumers can be terrorists by using social media to pressure something out of a company. The reality is also that companies can be slow footed and difficult to deal with. Two things can be true at once and it's impossible to make judgements on something when you don't know the entire story.
Their economy class is already like Ryanair (well, more expensive) so it makes sense they would also copy Ryanair's snarky social media style.
Either way not much respect for their customers.
Lufthansa in an anti-semitic airline so it makes sense that they would stay true to their 1940s German roots and also behave with disdain for their non-white customers! It's interesting that United continues to partner so closely with an airline that is only safe for white people.
LH doesn't deserve the benefit of the doubt. One time they approved a payment for me only to renege on it later, and I had to take it to the SÔP.
They delay, deflect, change their story. Anything to prevent paying out.
I assume you are speaking for yourself as I have had a great response from LH in the midst of their rolling strikes.
I would also point out that LH does follow EU 261 rules They accepted my claim for compensation within two weeks. Not one question. My wife and I each received €900 for flight delay, meal compensation(good schnitzel and beer) as well a pricy hotel room at FRA airport.
What is most interesting is that many of the complainers on this blog live in the States. And we can't go a single day without someone complaining about poor treatment from DL, UA and the all time favorite AA.
A tip for all you chronic whiners; tell them you want EU 261.
@alanz lol 261 is the first thing I say. I've had to do this with LH twice.
First time they straight up denied that I got downgraded. (They claimed that undoing a confirmed upgrade was not a downgrade.) SÖP awarded me the full amount - $2300.
Second time they blamed weather for a cancellation despite the fact that they boarded us after the weather had passed and had a departure slot. SÖP split the difference on that one; I was reimbursed only for costs incurred but didn't get the extra 250€.
On the contrary, I've had three 261 claims with UA which they've processed immediately and without complaint.
LH sucks. Sorry dude.
It's impossible to comment without knowing the complete backstory, but in this case my sympathies lie with the customer.
Lufthansa are notoriously slow to issue refunds. I made a booking using my miles for a ticket back in April. It was a flexible ticket, meaning both the miles and the taxes paid were refundable (with a fee). I paid the fee when I cancelled on June 10, and got the miles back in my account on July 31. However the taxes paid have still not been refunded.
I'm a lifetime Senator, and in spite of following through on the phone with lh Senator service 4 times as well as my local LH partnerplusbenefit account manager, the funds still haven't been credited.
Lufthansa keep saying that the credit will be issued, it's in the process, and it needs to be signed off and it will happen eventually. However I, for one, don't appreciate airlines sitting on my hard-earned cash for months on end with no timeline or commitment as to when it will be returned.
That's the difference between LH and SQ - cancelled an SQ booking on Monday this week, and got my refund yesterday.
You're a lifetime senator.
You tolerated their trash for so long, they take you for granted and expect to treat you like trash.
You should have learnt that by now.
Even thesedays HON doesn't matter anymore.
The best thing Lufthansa has done in the past 10 years is the new 100 year livery. Other than that they have been striking out in every which way. This is not a good look.
Nor does a rude response from a customer be gIven to an airline''s representative.