[dr.phil]

On my return from Dusseldorf, (confirmation DE4993), I booked CO 5 via LHR to MSY (stopping in IAH). I noticed that there was a change in equipment from LHR to IAH, which automatically changed my seats. I was not told about the change, although it appeared the change was made several days prior. I was traveling with a companion, and needless to say we were separated.
1. I would have appreciated an email stating that the equipment was changed so I could adjust my seat preference well in advance.

When I attempted to have the seat adjusted in DUS, the Lufthansa agent couldn't even though they are in Star Alliance. So, I waited until my transfer in LHR. There was 1 agent working the transfer desk in Terminal 1, and it took 20 minutes in line; i felt sorry for anyone behind me. The main problem is that we arrived on the LH flight in Terminal 4, then had to go to Terminal 1, which is still associated with Sky Team.

2. Improve your ability to help people at LHR making transfers, particularly since customers flying on star alliance airlines should have a seamless airport experience

I was able to get a better seat on the LHR-IAH segment, but for some reason, doing so canceled my exit row reservation on the IAH-MSY segment. She was unable to retrieve it. I was now stuck in a middle seat. When I arrived in IAH, I again visited the transit desk, and asked why I hadn't been placed on the upgrade list for the IAH-MSY sgement. She couldnt fix it. Then I asked the presidents club: they couldn't fix it. Then I asked the gate agent. She couldn't fix it. I was told I can't get an upgrade on a through-flight, and no one could manually add me, yet they all agreed it should have been done.

3. Improve your seat assignment system so the agents can easily fix these problems. How about trying Windows based systems instead of DOS?
4. Change your policy to allow upgrades of Elites on these thru segments!

I can't stand when you sell these 1-stop flights and market them as "directs". This is pure marketing fluff, and besides that, I dont see any reason why you would do this. Unless, you save frequent flier miles. Booked separately, LHR-IAH-MSY gives me 5139 miles, vs. LHR-MSY at 4630 miles. I loose miles and a segment. This is purely ridiculous. I can't imagine that I'm the only elite member who has complained about this, yet you've done nothing to fix it?

4. Give us credit for the ACTUAL MILES FLOWN.