[Svet1ana]

Hello all

i tried to post a complaint on Luft hanza facebook page, but all my posts were deleted in seconds after they were added. Also I am wating for a respond to my complaint & refund request (to which i am undoubtedly entitled) for more then a week now and havent got a single word from them.

i booked a flight Dublin-Moscow-Dublin with LH throughout via Frankfurt. On my way back, 10/10/2011 Flight LH1449 from Moscow to Frankfurt was delayed for 1.5 hours, therefore i missed my connecting flight from Frankfurt to Dublin (LH982, 21:40). I had to stay in transfer zone for the whole night, as next flight to Dublin was only 10:10 next morning.

As they re-checked me in on the morning flight, noone told me that i am actually entitled for a food voucher & ticket refund, as the flight delay was more than 13 hours! and i had to miss my day at work. Only after I called home from my mobile, i found out that LH personell was supposed to offer me all that (as well as 2 free phone calls). After I approached them again, they gave me the food voucher (which was useless by that time as all food outlets were closed in duty free zone) & human rights brochure, in which it's clearly mentioned that i can get refund for my ticket.

After i finaly got home i submitted a complaint and a refund claim, it has been more then a week - there is no response. and as i already mentioned, they delete all complaints on their facebook page.

the names of the LH staff which was "really helpful" in NOT giving any information i was entitled to: Birsen Gundem (kinda customer relation person), clarke at registration desk 586 (10/10/2011 21:40-22:00), Joyce Darcoh, ticket sales coordinator. I asked to see the chief of shift 2 times, they kept on telling she was very busy. Only after my husband called me & i passed the phone to Birsen Gundem, he said a couple of nice things about LH in total & thretenned to sui them, i was given the business card of Joyce Darcoh.

All in all, this was my first & last flight with LH and i never had such a bad experience before with any airline. I would strongly recomend to whoever wants to try them out - think twice!

[Svet1ana]

After my post appeared here, i ve got a reply from LH facebook team (coincidence? - i dont know). But here it is:

Hi Svetlana,
Lufthansa commented on their Wall post.
Lufthansa wrote: "Dear Svetlana, first of all I would like to inform you that your post was automatically marked by Facebook as spam and therefore you were not able to see your entire posts.

However, I am truly sorry that you did not receive a response until now. Therefore I contacted my colleagues from Customer Relations in order to inform them about your posts here on Facebook. They promised me to have a look into your case as soon as possible. In addition, I forwarded your feedback to my colleagues at the respective stations in order for them to avoid unpleasant experiences such as yours in the future. Please let me apologise on behalf of Lufthansa for any inconveniences caused to you.

I hope for your understanding that I had to delete your posts which included names of our staff members due to data privacy protection. Please be assured that everything is documented and has been forwarded! By the way: I suggest to delete your post, which mentioned your feedback reference number for your own security. With best regards, Christoph – LH Team"

See the comment thread

Reply to this email to comment on this post.
Thanks,
The Facebook Team

[Svet1ana]

nothing so far