[bgallop]

Yes, I've experienced the same horrible Customer Service with Lufthansa and its partners at Star Alliance.

Lufthansa never responds. Always asks for customer to put it in writing (waste of time for customer). And provides no mechanism for following-up on a complaint except to file a new complaint and start the whole procedure all over. And then Lufthansa wonders why it is experience an unusually high volume of enquiries! If it fixed its procedures so customer service could handle complaints the first time around, there would not be such a backlog. People think German companies are efficient! Definitely not Lufthansa! Their website and computer communications are really unfriendly.

In the past when I've gotten fed up without a response, I've called their customer service, waited a half hour or so to reach a human, just to be told they could not help me and that I should put it in writing. Meanwhile with having to pay more than 0.70 euros per minute to reach their customer service (and this calling a local number), I've spent 50 euros on phone calls without any resolution. I HATE LUFTHANSA and their non-transparent out-dated way of dealing with customers.

Even when you book and pay for a flight with Lufthansa, if it is one of its partners that is responsible for the plane, then I need to complaint to that other company, even though I did not purchase a ticket from them. I would expect Lufthansa to respond to customers purchasing tickets on its website!