Alaska Airlines Complaint – Lost Trip Lack Of Personnel

Subject: Lost Trip Lack of Personnel
My Name: Rodolfo
My City: LOS ANGELES
My State/Territory: California
Country: USA
My Complaint Against: Alaska Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
On June 6, 2013 my sister arrived at Alaska Counter @ about 05:20 for her flight to Mexico City and after checking in got in line at far end left where employee said we were to check in the luggage. @ 06:55 another Alaska employee said we could not board because we had no time to check bags & board. We got referred to the manager ** who said there was no compensation because we were late. I referred the lack of personnel at the gates to check in the luggage and to provide information as well as the parking ticket.

She said to call phone number for compensation @ CONSUMER NOTICES – turned out to be reservations and offered to put her on the next flight at 17:45 HRS or on the next day's flight at 08:00 HRS. She said there was no compensation for being denied boarding.

I looked up internet under involuntary Denied Boarding Comp and talked to agent in Phoenix (**) who said they only handled reservations and to go back the next day and try to explain the problem. Incidentally there were about 20+ people involved in this problem and quite a few of them took seats on the 17:35 HRS flight that day.

Next day talked with supervisor (**) and she said to call customer care. Which doesn't work on weekends. When my sister got to Mexico City, she was told she needs to pursue problem and that in Mexico they would have issued her a free ticket as compensation plus the meals she would get waiting for the next plane and the inconvenience.

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Lufthansa Complaint – Lufthansa Ground Personnel

Subject: Lufthansa Ground Personnel
My Name: Dutchman09
My City: Fargo
My State/Territory: North Dakota
Country: USA
My Complaint Against: Lufthansa
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Last week I had to fly from Los Angeles, California, USA to St. Petersburg, Russia and had the misfortune of having to layover 4 hours at the Frankfurt airport in Germany, Lufthansa'€™s main Hub. I spent the first 3 hours waiting for someone to come to the Lufthansa passenger service center on the second level. There are 8 personnel counters in this center, none of which were staffed even though there were at least 30 people sitting as I was, waiting to get some information. (I have pictures available of the situations mentioned in this article.)

People would come, look around, wait for a period of time and then leave with an obvious negative impression of the Lufthansa service. I understand this airport is Lufthansa'€™s main hub for connecting flights. At one point I started wandering around and found a Lufthansa passenger service center on the third level which was fully staffed for information pertaining to gates A, C, D, E, and F. When I asked an officer if the downstairs Lufthansa service center was open, I was told I was not allowed within the confines of this office because my ticket was for a flight leaving from gate B.

I was directed across the hall to the Lufthansa Senator Lounge. Of course I was denied entrance because I did not have a membership card. Let me explain at this time that the only information I was seeking was where to find a drinking water fountain so I could take some medication! After asking 7 people, a waitress, bartender, policeman, gift shop clerk, rest room attendee, baggage handler and a person at a boarding gate counter, I still could not believe the only water available in the whole airport was for 3.20 EU (5.00 US) for an 8 ounce bottle. I know that Germany has one of the leading economies in the world, is this how it was achieved?

By now it was time to start gathering at gate B to get ready to board my flight to St. Petersburg. After finding out that gate B was on the basement level and having to walk down a flight of stairs to a lobby that looked like a warehouse, I found there were no seats except after you pass through the gate and receive a boarding pass. Is there something between the German and Russian cultural relationships I don'€™t know about? I am 67 years old with a heart condition and Spinal Stenosis. The woman behind the counter said it would be another 45 minutes before they start issuing boarding passes.

At this point I pulled out a doctor'€™s note stating that it was impossible for me to stand for any length of time due to my back problem. After scrutinizing the note for what seemed like 3 minutes she let me sit on the chair behind the check-in counter. As I looked around, I spotted a tiny water fountain tucked away in a corner of the warehouse-size lobby. Was it so hard for someone on the upper levels to remember there was a lonely little water fountain down here, or would that have taken away from the airports profit margin?

My mother was born in Munich and my father in Hamburg and I thank God that I was born in the USA so I can call myself an American instead of a penny pinching Deutschlander! I will have another 4 hour layover at the Frankfurt airport on July 8th on my flight home. This time, I won'€™t go thirsty. Upon arriving in St. Petersburg, Russia, after unpacking my bag I found my luggage was damaged on the inside! The lining that covers the shaft that the handle retracts into was ripped off. The hard shell which is under the lining that protects the contents was shattered into many small jagged edged pieces.

And then I found a bolt. After searching the bag I realized the bolt belonged to one of the wheels which was now held on by one stud. How did the bag get damaged from the inside? I had a small cardboard box with my medications inside. The box was ripped open and one of the cases that held blood pressure medication was open with pills laying all over the bag and mixed in with the clothes and other items. As if that wasn't enough, inside the box was one of those "€œNotice of Baggage Inspection"€ slips from the TRANSPORTATION SECURITY ADMINISTRATION.

It seems they inspected the medication and not the baggage contents and were in such a hurry to keep up with the line they forgot to close one of the cases. I took the damaged bag to the Lufthansa office at LED airport. After waiting approximately 30 minutes for someone to ask me what I wanted, I don'€™t know why I had to wait so long because no other passengers were in the office at the time, the only agent on the Lufthansa side of the office told me I had to bring the bag to another office at the other end of the main building for damage inspection and they would give me a damage report which I had to bring back to this office.

The second office gave me a Damage Report with file reference ** and told me I could either get a bag here in St. Petersburg or when I arrive back in the USA on July 8. The Lufthansa agent also said it would be impossible for me to buy a bag here for $120.00 which was the accessed damage to my bag. After researching Lufthansa'€™s office locations in the USA I found there is no Lufthansa office at the TUS airport in Tucson, Arizona, USA.

I have tried to call the Lufthansa office at LED airport for several days, but the line is perpetually busy and when I was there no one bothered to answer the ringing phone while I waited those 30 minutes!

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Lufthansa Complaint – Lufthansa – The World’s Worst Airline

Subject: Lufthansa – The World's Worst Airline
My Name: Grant
My City: Ann Arbor
My State/Territory: Michigan
Country: USA
My Complaint Against: Lufthansa
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Today has been the worst travel experience in my life. It started this morning with a 7:20 am flight from Venice to Frankfurt with San Diego as my final destination. An early start to a long trip. Well, we had a flat tire before the plane left the gate. Lufthansa has no contingency for a flat tire in Venice so we had to wait 4 hours for another tire to be flown in from Frankfurt on the next flight.

Of course, we all missed our connections to the U.S. Again, Lufthansa has no contingency for a missed connection. When we landed we were given no directions where to go to get the problem resolved. At the check-in kiosk, we were all directed to the Transfer Desk. Pretty soon there were 150 passengers in line while 2 trainees and two regulars tried to reroute everyone.

Turns out they didn't have the capability to do that at the transfer desk. But rather than make an announcement, they simply waited for everyone to work their way through the line, then they tried in vain to find a flight, before giving up and sending everyone to the Ticket Counter at the front of the terminal. Everyone got the same unhelpful treatment. I was about in the middle of the line and I waited about 70 minutes to get to the front. The people at the back probably waited about 2 hours to find out they were in the wrong place. Then off to the ticket desk I went – something that I can best describe as a DMV-style experience from hell.

I took a number and then waited 2 hours to be helped. The problem was that Lufthansa uses an antiquated mainframe ticketing system that has all the sophistication of something developed in 1975. The ticket agent literally had to look through all the possible flights and routings to try to find some means to get me to San Diego. The system provided no suggestions. So instead have been giving a list of options, the ticket agent had to spend 20 to 30 minutes struggling with each passenger to find a new route. Once again, Lufthansa has no contingency plan for when things go wrong and flights must be re-planned.

A more modern ticketing system could have reduced the time spent per passenger from 30 minutes down to 5 minutes. Turns out there are no available seats on any flights to the US on any Star Alliance carriers for the next two days. Again, this stupid airline has no contingency planning on place. Every flight is overbooked by 12-30 seats. Right now I am at a barely passable hotel in Frankfurt that Lufthansa is paying for. I am hoping that a seat will open up tomorrow for me. But this hotel is full of dozens of other passengers from my delayed flight this morning hoping for the same.

I haven't mentioned just how surly and generally unhelpful everyone has been today. I have walked from one end of the airport numerous times trying to follow erroneous directions given to me. At least I only spent 5 hours at the airport before getting to the hotel. My parents are headed to Cleveland and are in the same situation as me. After about 8 hours, they are now at the DMV "take a number" state as they were given worse information than I got.

I am expecting them at this hotel in a few more hours once they have reached the ticket counter, spent half an hour trying to find a flight, another hour waiting to retrieve their luggage, and then spending more time trying to find the courtesy bus which isn't found where they tell you to go. I would give most U.S. airlines one star out of 5 for their service nowadays. Lufthansa doesn't deserve any stars whatsoever. They are a terrible terrible airline. Never ever fly with these people.

Postscript: I finally made it to the US, although the in-flight entertainment at my seat didn't work. But I got home with my luggage intact. My parents ended up going to Paris, checking into a dirty hotel that Lufthansa paid for, checking out and finding a better hotel on their own dime, and then flying home via Montreal. Their luggage was misplaced and a new tea set my mom had been hand carrying but was forced to check by a rude Lufthansa assistant was smashed. My sister's luggage is simply lost. I just booked another trip to Venice in 5 weeks for Venice. I'm flying US Airways/TAP. That way, I don't need to go anywhere near Lufthansa.

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Lufthansa Complaint – Lufthansa Bad Service. Lufthansa Has Bad Customer Service

Subject: Lufthansa bad service. Lufthansa has bad customer service
My Name: Scott
My City: Berkeley
My State/Territory: California
Country: USA
My Complaint Against: Lufthansa
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Lufthansa Air – The Good, The Bad and The Ugly. The Lufthansa Gate Nazi. Lufthansa bad service. Lufthansa good service. Which is it? Depends on the person, not the Lufthansa process. Our recent round-trip on Lufthansa included: Departure: Saint Louis-Chicago-Dusseldorf-Venice (codeshare w/ United) Return: Venice-Munich-Charlotte-St. Louis (codeshares w/ Air Dolomiti and US Airways).

The Good: Our departing transatlantic flight crew was professional, well organized and prompt in their service. Seats are reasonably comfortable and relatively new. Individual seat-back video screens with a good selection of movies was standard. There were better-than-average (for airlines) audio headsets and passengers may choose to start and stop movies as they wish. The crew provided a wall-attachment crib for the youngest of our travelling party of 16 people. Wine was complimentary on the return transatlantic flight.

The Bad: Our return flight from Venice-Munich was delayed by one hour and 15 minutes on Lufthansa's partner airline Air Dolomiti because, and I quote the pilot's announcement, “of a stupid error by the check-in attendant.” Passengers were told we would need to disembark 4 at a time to claim our pieces of luggage because there was an extra piece of luggage on board. That seemed reasonable even for security purposes. We did not disembark, however, because it was determined that a check-in attendant had let a piece of luggage on the plane for a cancelled passenger.

The Ugly: Running late in Munich due to disembarking only 30 minutes prior to our transatlantic flight to Charlotte, a large passenger group was met at the gate by a Lufthansa representative. She directed us up the escalators with the exception of a disabled passenger in a wheel chair and our relatives with the baby, who needed the elevator. She let them find their own way to passport checkpoint another set of security which was painfully tedious for in a normal situation, much less a situation where passengers had already been screened and passed through security in Venice. Perhaps this was because the flight terminated in USA.

The Lufthansa leader left us at security while passengers for a later Philadelphia flight jumped the line in front of us. My 3 kids passed through security along with my niece and two nephews. As the security personnel slowly checked all the carry-on baggage of my wife and sister (not Lufthansa's fault), a Lufthansa gate agent ran down to tell us to hurry up. I still hadn't even made it through security. The Lufthansa agent again yelled at us, saying they were closing the plane door.

This was alarming to us all as six of our children had already boarded the plane. My sister's bags were still being rummaged through by security, my wife's passport was stuck under the x–ray on the security belt. My sister and wife asked repeatedly if they would let the plane depart with our kids on board and without us. “Maybe.” She said at first. And after that she just nodded her head in the affirmative. If we weren't such seasoned travelers, this could have caused even greater stress to Lufthansa's paying passengers.

I, meanwhile was still stuck in security line. The security personnel took their time examining my carry-on luggage while my wife ran ahead to hold the agents at bay at the gangway. BRIGHT SPOT: There had been enough time for my wife to report to the gate agents to what had occurred with the other agents and they were shocked that it was a Lufthansa employee, but, indeed, it was. We were told they would report the offender and that they had experienced bad behavior as a Lufthansa employee and passenger on a recent flight from Paris. The two friendly female gate agents seemed to think this was an exceptional situation.

Particularly offensive was the short, portly blonde-haired Lufthansa Gate Nazi who yelled at us at the security line and seemed to smirkingly enjoy it, and the tall black-haired Lufthansa male agent who literally yelled at us repeatedly to hurry up on the gangway because the plane needed to depart. He barked at us repeatedly, followed by a “sorry” only to bark at us again. Strange. Salt In the Wound.

Someone was in my brother-in-law's seat upon boarding the transatlantic flight and my video monitor didn't work. I asked one attendant if she could fix it and I got no response for 2 hours so I asked another one who said she would get it fixed. 9 hours into the flight, the original attendant realized it wasn't working and apologized. BRIGHT SPOT: She gave us a 25 Euro certificate for Duty Free which bought a box of over-priced chocolates.

Upon boarding a flight attendant required a boarding pass for my other sister's 10-month old as they suspected she was taking up a paid seat on a fully-booked flight for free. Luckily they had her paid boarding pass, so she was able to keep her seat. No crib attachment for the baby on the return flight, though one was available for another infant. Pretty Cool. The multiple bathrooms grouped together in the center of the plane belly. You descend stairs to reach them.

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Lufthansa Complaint – Insufficient Compensation Offer For A Horrid Experience With Lufthansa’s "Associated Airlines"

Subject: Insufficient Compensation Offer for a Horrid Experience With Lufthansa's "Associated Airlines"
My Name: Sharing Info
My City: Wilmington
My State/Territory: DELAWARE
Country: USA
My Complaint Against: Lufthansa
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Satisfied with German airline Lufthansa we booked a flight to Mallorca on April 26 2011, Toronto-Newark-Madrid-Mallorca. Lufthansa used their associates Air Canada to Newark, Continental to Madrid, Spanair to Mallorca. Continental was late leaving Newark, the seat I was assigned was in the back of the plane, and broken, would not recline, and when passenger in front of my seat reclined, I had his seat inches from my nose, unable to use the TV screen at the back of the seat. Uncomfortable I called steward, and consequently her manager, who verified the seat was broken, and advised he would have a repairman fix problem when we land.

No alternative seat was offered, apparently the plane was filled to capacity. I asked for extra cushion – "sorry, we are full, no cushion is available". The overnight flight lasted about about 7 1/2 hours – very uncomfortable! The flight arrived 20 minutes late, since we were in the tail of the plane, and crew aware of our rush to catch connecting flight in Madrid.

We had to wait for the passengers to deplane, ran across the terminals to arrive at "our" gate at 11:10 am to be told the flight which was supposed to depart for Mallorca at 11: 20 has left – no boarding pass available to us – we were told to go to another terminal to Lufthansa counter as SpainAir could not issue the boarding pass. We were offered a standby for 17:30 (5:30 pm), when we pleaded, we were issued a boarding pass, got onto the SpainAir but had to wait additional hour for Safety Crew to perform the missed maintenance on the plane's Autopilot, resulting in our missing again a pre-arranged, then changed pick up from Mallorca's Airport.

We were informed no meal was provided, even though we were to receive a breakfast on our 11:20 scheduled but missed flight. The return trip with Lufthansa's "associates" – Well, no boarding passes issued by SpainAir in Mallorca, neither in Barcelona – my wife and I seated in different parts of the aircraft. Apparently if we want to sit together we must specify the seats ahead of time and pay extra. I e-mailed a polite summary of my "experience " to Continental and Lufthansa and received a response of understanding, and apology promised $100 e-certificate towards future flight with Continental.

Lufthansa explained in their response that the Continental Flight Newark-Madrid was not full, that there were 28 seats empty – and how sorry they were I was misinformed. What I found interesting was that during the flight the passengers were repeatedly informed that Continental has received Award Winning Service. I asked Lufthansa and Continental to review their compensation for a sleepless, restless 8 hrs. "Continental experience" and wasted time due to missed flight and inconvenience – certainly worth more than $100 towards a flight with same airline – Continental.

Lufthansa should insist that their associated airlines try to live up to the excellent service, and product of this German airlines, and when they fail, the least they should do is not to insult their customers by making them a low-ball offer, while claiming their plane was just 15 minutes late, and our not reaching the gate was probably due to action of some 3rd party such as board/pass control, and that we had "legally" enough time to make the connecting flight. I shall return to Share Information with you….when I receive a satisfactory response.

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