Mijn Klacht:

I booked my ticket in August I did not get a confirmation email or code and after sending many emails that LuftHansa did not bother to answer I created this card 17th of November to find out about my booking. The page of this card stated I had ‘no bookings’. As did the ‘online booking’ page.
After all these mails and many more that I threw out to find my ticket code I called your 0900 number on the phone of a friend. (my phone is blocked for 0900 numbers).

12th December
I asked why I had not received a code because without it I cannot check-in. They could not find my booking and tried to brush me off by saying I did not book through LuftHansa but an agency.
I gave them the details (again) of my payment that clearly states ‘Lufthansa’ and the woman called ‘Pam’ said she would pass on the problem and call me back.
13th December
The next morning she called me, had found my ticket. The problem had arisen because it was a Japanese Airlines ‘All Nippon’ that took care of the flight from Frankfurt to Tokyo. How was I supposed to know that and even so, why does that stop you from sending me a confirmation?

So, I try to check-in but keep getting a page to fill in a visa number. I don’t have a visa so after several attempt I call LuftHansa and tell them the problem. I also ask literally if I can possibly not check-in because my trip is longer than 3 months.
No no no, that could not be the issue, visas are nothing to do with Lufthansa. But I wanted to be absolutely sure so she asked her co-workers which she did and came back with the message “no problem at all, check in tomorrow at Schiphol and it will be fine.” I have a witness of this conversation.
14th December
After all the inconvenience I’ve already had with Lufthansa I arrive at Schiphol airport and try to check-in. I get the same rejection. The stewardess asks me along to her desk to check-in but she can’t either. I ask her if my return date is the problem. No, she says, she’s never heard of that, there’s no visa needed for Japan. She tries and tries again in vain. I suggest she asks somebody about the visa regulations. Nobody has heard about this rule and she takes out a book on and, even though she is still not totally convinced, she says I must be right and sends me to an office to rebook my return date. (for privacy reasons she could not give her name).

My point being: if NOBODY KNOWS about this rule how am I supposed to know?! Only the check-in software knows. Why does Lufthansa allow booking and payment for impossible tickets? LUFTHANSA SHOULD HAVE A POP UP CLAUSE ON THE ON-LINE BOOKING SITE that WARNS TRAVELERS ABOUT THIS VISA ISSUE, and educate their staff.
Rebooking would have cost me €1.700, because I have a ticket that does not allow changes and since I did not have that extra cash I HAD TO RETURN HOME!

Lufthansa ruined a trip of a lifetime. I’m not talking about a day at the beach but 3 months of traveling in Japan.

MERRY CHRISTMAS TO YOU TOO

Gewenste Oplossing:

Al mijn geld terug, excuses en een bedrag voor emotioneel schade voor het verlies van een reis van drie maanden.