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To: Carsten Spohr CEO Von-Gablenz-Straße 2-6 50679 Köln, Germany Dear Mr. Spohr, On July 3, 2016, I sent the first letter by email to you, Mr. Carsten Spohr, CEO of Lufthansa. In this letter I asked you to make sure that my return ticket to ... is not cancelled because I was not able to return to ... on March 30, 2016 because of my medical condition. Currently I am still in rehabilitation in two hospitals here in Toronto, Canada in order to recover from my brain injury and brain operation that followed. For some unexplainable reason, the response that came from you indicated that you could not find my name in the passengers' list of the flights I took with your airline even though I have provided you with my full first and last name, the flights dates, and the flights numbers. I must say that in this time of terrorism, it is worrisome that you were not able to find me in the list of the passengers. Today (July 22, 2016) at 5:00pm I called the Lufthansa Reservations Centre of Peterborough Ontario Canada. The phone number I called was 1-800-563-5954 and I spoke with ... (agent sign: ..., location call centre: ...). I gave him my full first and last name, the flights dates, and the flights numbers. I asked him to give me my flight ticket number based on the information that I provided him. He could not find my name in the passenger lists of these flights. He was able to find out that I have been on these flights only after I actually provided him with my ticket number. Lufthansa is the largest airline in Europe. It is truly very disturbing to find out that safety concerns are not on the top of the list of Lufthansa. In addition, there was a delay of the flight from Frankfurt to Toronto due to mechanical problems with the airplane. I had to stay overnight in Frankfurt before continuing my journey to Toronto while I was after brain injury and in need of medical attention. In addition, when I called the Lufthansa Reservations Centre of Peterborough Ontario Canada before my return flight to ... which was scheduled for March 30, 2016, they were rude when I asked them to postpone my flight back to ... because all my doctors in Canada advised me to continue with treatment for rehabilitation before I return to ... I did not have the strength at the time to argue with the people of Lufthansa Reservations Centre. In addition, after a few reminders from me by email, you responded to my request by asking me for information stating that you could not find me in the passengers list of flight ... that left ... to Frankfurt on February 23, 2016 and you could not find my name on the passenger list of the flight that left to Toronto from Frankfurt. You asked me to provide you with my ticket number or the reservation code. On July 15, 2016 I sent you my Lufthansa itinerary which includes the booking reference and the ticket number and my boarding ticket from Frankfurt to Toronto which includes the ticket number. I have not heard from you yet despite the fact that I have sent you several reminders. In addition, as I have stated previously in my two letters to you, I will provide you with all necessary medical documentation from my doctors in Canada and in ... I think that any other airline would have postponed my flight due to my serious medical condition and given all the difficulties that your airline has caused me, I would expect a compensation too. I look forward to your response soon. Yours truly, I received a response from Lufthansa a month later saying that I have to pay $600 for my return (the round trip ticket cost me $700). I will take them to court. read more

The Lufthansa Airlines main customer service number is 888 404 0510™. Representatives are available 24-hours for assistance with new bookings, flight changes, rebooking, group travel or cancellations. For any sought of issue it is recommended to call the same number (866.747.0325), particularly within the USA. Customer relations is available to handle inquiries. ## *Everything Went Smoothly Before Departure* I booked this flight for a short vacation and completed online check-in the night before. The booking process had been quick, and all the travel information was clearly explained. Since I was checking one suitcase, I arrived at the airport a little earlier than usual. The baggage drop line moved surprisingly fast, and the staff processed everyone's luggage efficiently while remaining friendly and professional. After security, I spent some time reading before boarding was announced. Boarding began on schedule, and passengers entered the aircraft in an orderly manner. Before I realized it, we were already descending for landing. ## *The Fastest Baggage Delivery I've Experienced* After leaving the aircraft, I made my way toward baggage claim expecting the usual wait. To my surprise, by the time I reached the carousel, luggage had already started arriving. Within just a couple of minutes, my suitcase appeared. I don't think I've ever collected checked baggage that quickly before. Instead of standing around waiting, I was already walking toward the airport exit while many passengers were still making their way from the gates. It may seem like a small detail, but after a long day of traveling, fast baggage delivery makes a huge difference. ## *A Comfortable and Relaxing Journey* The aircraft was spotless, and my seat was comfortable for the duration of the flight. The cabin crew greeted everyone warmly and quickly helped passengers find space for their bags in the overhead bins. The journey remained smooth from takeoff until landing. Refreshments were served promptly, and the crew checked on passengers several times during the flight. The captain kept everyone informed about our expected arrival time and weather at the destination, which was appreciated. ## *An Efficient Journey from Start to Finish* From booking the ticket to leaving the airport, every stage of the trip felt well organized. The staff were friendly, the flight departed and arrived on time, the cabin was comfortable, and baggage handling exceeded my expectations. This airline proved that a great travel experience isn't always about luxury--it can simply be about doing all the basics exceptionally well. I'll definitely be booking with them again for future trips. read more

The flights on Lufthansa were great. Near perfect actually. However, the booking procedures were insanely bad. I spent 5 hours (yes, 5 hours) on the phone make a simple change to a reservation. I was originally scheduled to fly back to Houston, later in August. I called Lufthansa to change my flights (booking code WI9WMK - claim number 3116 4380) to an earlier date. So far, so good. Lufthansa charged me $553.65 to change my flights. Not a problem. I provided a VISA debit card to pay the $553.65. I was told that the change was complete. Later, I got an Email indicating a problem and asking me to call the Lufthansa service center. I make the call and was told that my credit (actually debit) card had been declined. This was a flat out lie. I called VISA and VISA confirmed that that Lufthansa had asked for $553.65 and the funds had been authorized and released to Lufthansa. The Visa debit card charges were never declined. I called Lufthansa back and got the same (utterly dishonest) story. So I offered a Master Card (Citi Master Card). Once again, I was told that the charges had been declined. Again that was a lie. I called Master Card and Master Card confirmed that that Lufthansa had asked for $553.65 and the funds had been authorized and released to Lufthansa. Finally, I (not Lufthansa) setup a three-way call with Lufthansa, Master Card, and myself. Master Card stated directly that no charges had ever been declined At that point the Lufthansa representative admitted that all of the claims about "declined charges" were dishonest and the actual problem was somewhere in Lufthansa. Eventually, the ticket was issued and the flights were fine. Overall, I was charged 4 times for the same flights. Once I landed, I called the claims center to try and fix this. They are still working on it. 5 hours on the phone for a simple reservation change? Numerous overt lies from Lufthansa representatives? A three-way call (that I had to make) to get some partial truth from Lufthansa? Being charged 4 times for the same set of changes? Very, very bad. read more

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We're enormous aficionados of Lufthansa, so normally we were energized that our flight home from LHR to SFO we booked through +1-855-9483-665 was really a Lufthansa work flight (however needed to check in through Delta's site, and so on). The lady who helped us at LHR handle in our packs was really working the Lufthansa work area. I simply don't care for the entryway set up at LHR, however I don't believe that is their deficiency. There on the off chance that you need to utilize the bathroom, you should be certain you go before they check your ticket at the door for you to hold up in the sitting area. At that point the bathroom took a couple of moments to stroll to. I didn't have the foggiest idea about this from the start and she filtered me in then let me know and afterward "disboarded me" to utilize the restroom. This was the main carrier I've taken that gave us a container of water while we were strolling down to the plane. They worked admirably of taking care of us on the plane as well and were benevolent. Legroom was alright and the washrooms appeared to be a little cleaner than others I've taken. At the point when I called about possibly 14 days before our outing, I can't exactly recall, yet I called asking something, and they said that they didn't have a portion of the data, or whatnot, however that we were affirmed, and so forth. I feel this may have been because of us flying various transporters or whatnot, however everything was fine. We didn't encounter any hiccups with them on the flight or previously and we got to SFO somewhat sooner than the normal appearance time. All things considered, I am satisfied with Lufthansa and energetically prescribe them for your movements to/from the UK. Best global flight experience I've had up until now. read more

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