I called Lufthansa Miles & More to make a ticket redemption. After talking to the call centre representative of Lufthansa based in a Melbourne (Tomo) advised me seats were available for travel with Air China (Sydney-Shanghai return) on 23-27th Jan.
As I had to arrange hotel, car transport and formalize timing of my business meetings I requested if the seat can be reserved without ticketing until a day so I can purchase ticket using my miles (excluding tax) I was advised ticket can be reserved and it is confirmed subject to me calling to issue ticket and pay taxes AU$359.58. I agreed and received a booking confirmation of my flight via Lufthansa email.
After calling to pay the taxes and issue ticket I was advised that Lufthansa has made an error and the ticket can't be issued as the seat is not available due to blackout by Air China.
I was not happy with this response as I had this booking confirmed to me on the phone and via an email by two representative of Lufthansa call centre based in Australia. I then requested that I like to escalate this matter to a senior manager as the representative was not offering me a solution and keep saying "sorry for this problem we caused you sir, but we can't do the ticket issuing" after several attempts and request I finally got put into the supervisor in Melbourne call centre Andy.
Andy advised me that this is an error from Lufthansa side as everything was showing as booking is confirmed on the system but once they start ticketing they get an error message from China Air showing return date on 27 jan to Sydney as blackout. Andy advised me that he would commit to resolve this issue to my satisfaction but needed further time to communicate with Lufthansa head office. He again extended the original reservation confirmation and emailed me the booking confirmation which showed as being reserved and flight as confirmed. He requested I give him till 9th Jan (24 hours) to fix this issue and he repeatedly informed me on the phone that I should trust him.
However after all this frustrations and time wasting I got a call on the 9th (today) at 1pm from Andy quoting" mr. Khorrami I am so sorry about your issue but unfortunately I have not got good news for you as I promised you, Lufthansa head office can't do anything for you with the redemption reservation and they advised you to go and purchase a ticket directly from a carrier if you want to continue with your travel" they will not compensate you for anything he responded. I was offcourse very disappointed and told Andy I am not accepting this very low response from a big and reputable company such as Lufthansa and I would raise this as a formal complaint. As I would suffer financially here due to an error by Lufthansa and Lufthansa need to compensate me.
This poor response I can't bare it and need some help as to what can be done to get Lufthansa to be more customer focus and support instead of telling me to go and buy a ticket!!! Why should I be the victim of error from Lufthansa??
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