I’d like to point out all the lies that one needs to hear through the customer service of this disastrous company.
I had a flight in co-sharing with ita airways got canceled 36h before the flight. An information by Lufthansa was sent per email and sms. The email had no further information, the sms had a rebooking link.
However, it wasn’t possible to rebook at all through the link, as the stupid ai could not find any alternatives. When I asked the ai to chat with an operator, it said the waiting line was over two hours, and closed the chat.
So I called customer service (both german one and English one). Two calls out of three are been blocked by “please contact us digitally”. One call out of three goes through the ai identification process. I gave booking id, last name, first name.
First lie: “we can send you a link so that you are able to rebook yourself. Would you like us to do that?” -> say no or it will send you the stupid ai link that doesn’t solve anything a will hang up, so you have to start from zero.
Second lie: “we have a lot of people in the queue, we can call you back and you don’t lose your place in the line, press 1 inf you agree” -> if you do, they say there’s been a mistake and hang up, you have to start from zero again.
Third lie: “please hold the line, we have 48 people ahead of you” somehow when it gets under 50 the system gets blocked. Yesterday I moved quickly from 163 people in the line to 50, and then I got stuck there for over 30 minutes. The second time I called, I was at position 78, and when got to 48, I once again got stuck for over half an hour, until I hung up.
Fourth lie: although I always gave through every call the same booking number and the same booking name, sometimes the phone call would be terminated on the premise of “you booked through an external company, contact them” or “your flight is in co-sharing, please contact the other company”. Other times it went through. It’s just another way to terminate calls of customers and get them to ask for a refund online.
Fifth lie: after eight hours my flight has been automatically rescheduled. From a 1:45h flight to a 11h flight with one layover two days later. The lie here is, there are at least two direct flight options between the original canceled flight and the one that was suggested, which are still available online for over 900€ each (as of now).
This is just the cherry on top of this horrible german company
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