Mijn Klacht:

Ik heb de klacht in het Engels naar Lufthansa gestuurd en dat was een heel verhaal. Dus ik kopieer de tekst even en plak hem in het Engels hieronder.

Good afternoon, my name is Julian Strüwer/Struewer

I want to express my deepest unsatisfaction about my flights ftrom Amsterdam to Split, on july 2-2022 and was supposed to go back on july 17-2022.

The first part of the flight from Amsterdam to Frankfurt went allright. But the second part to Split went horribly wrong!

What happenend was that on Schiphol they were boarding groups and I was in group 5.
I tried to board when they were handling group 1 and 2 but, they told me to wait until it was time for group 5 (which I dindn’t know prior). Then i waited for group 5 and everything went swimmingly.

Then I arrived at Frankfurt airport and I had a layover of many hours. I made it through customs and had already checked in online. I made it to gate B41 way before boarding time and was on track to catch the flight of 16:15 o’çlock. When the boarding started they first announced group 1 2 like they did at Schiphol. I now knew I had to wait untill my group (5) was called. Unfortunately they never called groups beyond 1 2, I thought it took a long time before my group got called, but on the flight boards and in the Lufthansa app it told me that there was a delay. Also there were still many people at the counter who I thought had issues boarding hence the delay and I thought I would be able to board once the queue was over.

All of a sudden to my shocking surprise I saw the plane taxi away from the gate and I got a notification it had departed. Also my name was never called for the last call! I ofcourse rushed to the counter and explained my issue, unfortunately nobody could help me there and they suggested I go to the Lufthansa help center at the airport but absolutely nobody was there!

So I was forced to buy a new ticket to Split, I went for the cheapest option with Condor because a new ticket with Lufthansa was too expensive. This meant I also had to book a hotel, because the flight was for the next day. This also raised an issue with my luggage which I wanted to make sure was taken of the Lufthansa flight and transferred to the Condor flight which they did after calling with Condor. I spoke to a Lufthansa representative about this at the airport and she told me that the suitcase was not to be found in the system yet, and I also asked her about my missed flight situation and she told me that I should write this email and would likely get all the additional expenses refunded, because there was such chaos at the airport due to understaffing. So of this part of the journey I expect a refund for the Condor ticket, the hotel and Uber costs!

But that’s not all!

After my two weeks in Croatia, I of course had to fly back from Split to Frankfurt because I had another layover. I tried to check in online, but I couldn’t and at my Lufhtansa account I didn’t see the booking for the return flight anymore. I got an error when trying to check in and it told me to contact Lufthansa fulfillment center. This was the day before I was supposed to fly, and I tried for hours to contact you about this issue with no luck.

Then on sunday 17th of july I was worried but hoped everything was in order. I tried checking in at the airport, but the lady from Split airport told me I wasn’t on the passengers list. She explained because I missed that one flight everything else got cancelled. I think this is bizzare and especially because I was in no way informed of this! No email, not through the app and not through customer service which is impossibe to reach! So for the second time I had to book a new flight, I asked how much it would be to get on the same flight I already had booking for with Lufthansa, but this was ridiculously expensive.
I ended up buying a cheaper flight with EasyJet, which was still more expensive than the original flight of course. So I also expect this flight refunded!

All together, with the extra flights, hotel, uber and luggage for the return flight, it came to approximately 700 euros. Receipts/documents will be added below. My mother (C.L. Williams) paid for most of these costs with her creditcard which will also be added.

I hope to hear back from you as soon as possible as we can’t miss this money and that you will deal with this complaint accordingly.

Regards,

Julian Strüwer/Struewer

Gewenste Oplossing:

Ik ben tevreden met een restitutie van €700