Mijn Klacht:

Van: marileen Vugts
Datum: 18 juni 2020 13:01:26 CEST
Aan: [email protected]
Onderwerp: Antw.: Lufthansa Customer Relations – FB ID 34312145
Dear Sir/Madam,

I have not received any feedback.
Please get back to me today with a proper response.

Best regards,
Marileen

Van: marileen Vugts
Verzonden: dinsdag 16 juni 2020 15:41
Aan: [email protected]
Onderwerp: FW: Lufthansa Customer Relations – FB ID 34312145

Good afternoon,

For the last few days I have been trying to reach Lufthansa service desk, using this phone number; 31207219242.

This number puts me straight on hold without any information given.
I have spent over one hour listening to a waiting tone, without anyone attending to me.

Yesterday I have sent an email to [email protected].
Today I received a very dissatisfying and inadequate response.

As an international airline with a Dutch phone number, a passenger with Dutch nationality should be able to communicate in their own language.
What I am experiencing now is that Lufthansa has the worst type of international customer service I have ever came across so far.
Which leads me to the point that I am now retyping my email in English, so that hopefully someone will attend to me and my issues with the airline and my booking.

My booking code is UKL767.
I flew from Amsterdam, via Frankfurt to Abuja on March 11th 2020.
My return flight was originally on June 1st 2020.

This return flight has been cancelled, I received this information on may 28th and was offered a flight on June 8th.
On June 3th I received another cancellation and was informed that I would receive new itinerary as soon as possible.
However, I have never received any new information and in my booking my return flight is no longer visible. This is bringing up a lot of questions and insecurities and is showing very poor communication from Lufthansa.

I want to know when I will be flying back to Amsterdam with Lufthansa.
And if Lufthansa is not capable of providing me with a satisfactory answer, I want to know what my options are to get a refund and cover for the hassle Lufthansa is creating with this non-communication.

I expect an answer within 2 days, including a suitable solution and clear communication from Lufthansa.

Best regards,
Marileen Vugts

Gewenste Oplossing:

Lufthansa heeft twee maal mijn vlucht gecanceld en nu laten ze niets meer van zich horen en zijn ze niet te bereiken. Ik ben tevreden als ze contact met mij opnemen en mij vertellen wanneer ik terug kan vliegen en weer voet kan zetten in Nederland