November4 ATTN: LUFTHANSA AIRLINES Customer service USA andCanada Corporate Offices: Europe/USA Internet sites thatdocument airline complaints One Travel Corporateoffices RE: Lufthansa Locator:
69SQM2/Annette McManus One Travel Booking number12829527 DearSir, It hasbeen a month since my horrific experience with the lack of professionalcustomer service as well as basic humanitarian compassion from LufthansaAirlines. At thetime I was laying in a hospital bed in GOA, India. I had just undergone major surgery and wasunable to get doctors clearance to travel. I had purchased a BCN-GOA roundtrip ticket through ONETRAVEL, but uponmaking a call to their New York office I was instructed to call your customerservice office in Toronto to request a change of return date. On September 28 I called 1 705 872 3087 and was unluckyenough to speak to ERIN (EM). She wascold and sharp with her instructions: Basically there is nothing we can do tochange your return date. If you want to try you can FAX a letter from yourdoctor and a customer service supervisor may document your record with anapproval to change the date. Dr. Kolwalker of Galaxy Hospital in Mapusa, India wrote a very formal letter but there was NO PLACE in this remotevillage to send an international fax. It is unforgiveable that Lufthansacustomer care does not accept emails. Thestress level for me was unbearable, but I came up with a solution: The hospital scanned the letter and I emailedit to Sherwood at One Travel and then he faxed it to: 705872-3086. Sherwood made a follow up callto Lufthansa customer service and was told that my travel record #69sqm2would be documented within 48 hours. Thiswas on September 30th. Noone at lufthansa ever bothered to answer my request. I also sent an urgent message toyour internet customer service web site and NEVER received a reply. Howcan you, in good conscience, treat your customers in this manner? It is shameful. Since2003 I have lived overseas, in Kuwait, Bahrain, Hong Kong and Barcelona. Eachand EVERY time I travelled I ONLY used Lufthansa. I expected so much more from you, especiallysince I was lying on my back in a hospital, all by myself, in the middle ofIndia. Where is your humanity? In theend, by October 10th I gave up and bought a ticket on Qatar Air, which, by the way, has much better in-flight service and customer service. Evenif Lufthansa was not willing to change my return date it was only professionalthat you followthrough and make a response. So, Iam sharing this disappointing experience with all of you, hoping that, perhaps, you make some major adjustments in your customer care department, and that youtrain all staff in kindness and compassion, especially in situations like this. Sincerely, Annette*, M.A. Ed.
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