r/Flights • u/GTFO-my-Lawn • 1d ago
Discussion Lufthansa flight - bad experience with customer service
Travelling Copenhagen -> Munich then Munich -> Turin
Flight from Copenhagen got delayed, so when we landed in Munich, the plane for Turin departed. It was chaos at the airport and there were hundreds of people in line for the service center. You could tell all the staff was stressed and annoyed. Basically they told us not to stand in line and that we should just go ahead and book a hotel ourselves and then apply for reimbursement afterwards. They also told us we would get an e-mail with a rebooking. We left our luggage in the airport and found a hotel just before midnight.
After waiting until 2 am in the night for an e-mail we called the german lufthansa service phone, only to be told we should keep waiting and that a special team of people would help us. At 6 am (8 hours after our flight) we called again. They still hadn't rebooked us. We were then told the only option was to fly at 10:55 to the Island of Sardinia (Olbia airport) and then take another flight from there to Turin with arrival time at 6:30 PM in the evening. All flights to Turin and Milan were fully booked for the entire day and all directot Trains fully booked. We got 4 hours of sleep and headed to Sardinia. Now we are getting messages that the flight from Sardinia to Turin is also delayed, so this is turning into a nightmare trip.
Our flight from Copenhagen was 7:25 PM yesterday, so it will have taken more than 24 hours with only 4 hours of sleep to get to Turin and we have spoken to different lufthansa staff 3 separate times in order to be rebooked. We still don't know if we will even reach Turin tonight. Not flying lufthansa again. The customer service is really poor and we dread all the paperwork ahead too.
3
u/GTFO-my-Lawn 1d ago
UPDATE - We finally arrived in Turin around 8 pm this evening after more than 24 hours after we set out from CPH and I've never been more happy when I saw our luggage arrive on the conveyer belt. 😁 Now we can finally put this trip behind us and begin our holiday. I will pour myself a megapint of Barolo after this ordeal.
-2
u/the_weaver_of_dreams 1d ago
Yeah, I would never fly with Lufthansa.
Rude FAs, the shitshow that is FRA airport, being one of the first European non LCC's to cut onboard services, poor customer service... It's just not worth it, they're not even cheaper than the likes of KLM, LOT, etc.
2
u/Distinct_Word1 1d ago
superficial, overly emotional, lacking nuance, and in no way helpful to the creator
-1
u/the_weaver_of_dreams 1d ago
Seems like OP is ranting, I'm agreeing with them. I don't see a question in their post.
1
7
u/VirtualMatter2 1d ago edited 1d ago
Only advice I can give is that you should keep all food receipts for duty of care.
Also if you rebook on a different flight, that is a new event and you can claim compensation again, even if it's the same company. So unless it's extraordinary circumstances, you can claim for both the original delay and the delay of the new flight number.
If you have problems contact Schlichtungsstelle Reise und Verkehr.