Please sign in to post.

How Lufthansa cheats customers

Lufthansa came up with the excellent trick that could be awarded by its ingenuity. When the customer calls office to complaint about the previous flight as it was recommended on its website the representative redirects customer to fill in the form for compensation online. Then it issues refund of $77.71 to the credit card without any notification and when non-suspected customer attempts to check in online for the return flight she is denied. When she calls the office in Moscow she is informed that she cancelled return ticket online on 1st of September when she complained about the flight to Russia. No evidence is presented upon request. This happened to me on 3rd of October when I tried to register online before my return flight to Toronto on 4th of October. Lufthansa wanted me to buy new ticket to Toronto for$1100 when I was denied boarding.

I purchased return ticket to Russia on 10th of June for $1363.83 because of my mother death there.
My first ticket bought in April with Expedia was cancelled in June with return flight operated by Lufthansa so I decided to buy it directly from the air company. At the end of June Lufthansa changed layover from 1h10 minutes to 12 hours for the flight to Moscow which forced me to change the ticket for the earlier date. My flight from Toronto was delayed by 2 hours because of technical issues, one hour we were sitting in the stuffy plane on the runway. I missed my flight Moscow so I arrived there at the end of the day. I tried to complaint about problems with this flight to Lufthansa by email in July and August and by phone without any success.

I wrote complaint to Lufthansa upon return to Toronto without any response. I called its office in Canada but was denied to talk to the manager. I wrote to BBB and Lufthansa proposed me to pay 300 euro that does not cover even half of the price of the ticket which I purchased in airport after I was denied boarding to Lufthansa flight. I waited for one month to be able to complaint to Canadian government body but it did not respond. I tried to write to the media but it seems that nobody is interested if the big company steals the ticket from the customer. It could happen to you if we do not unite to fight big companies who takes full advantage of powerless customers.

Posted by
4751 posts

I am very sorry for the loss of your mother and that you had this extra stress during that difficult time.

Posted by
27426 posts

Welcome to the Forum "a."

Is there something you would like the folks here to do, or a question?

Posted by
1881 posts

I think something got lost somewhere but I don't think the OP's "motive" is correct.

I expect that on the compensation form somehow there was a notation made that the airline thought OP wanted the flight cancelled and the refund was the taxes. It was probably an error, but as a general rule this is not how the airline works.

Looking at their webpage the only place i see you could request any type of compensation is the cancellation and refund page And it's also right at the top of the "contact" us form. I can see a lot of opportunities for OP and/or the airline to get confused, but I don't believe they cancel everyone's ticket who complains

Posted by
2413 posts

I am also lost in this, as the first thing that appears is that the ticket was purchased on Expedia, not Lufthansa.
It would be helpful if the o.p. would read and edit this into a clear statement of the facts and timeline. However, I do not believe any more information will be forthcoming from the o.p. and that we will not be hearing from him/her again.

Posted by
9 posts

Lufthansa cancelled my ticket on2nd of September for the flight of 4th of October. They never notified me. They never showed me what I wrote on online form. I complained about my flight to Mosciw I the emails in July and August and also during telephone conversations in August when I found that my son postponed his wedding from 28th of August to 10th of October. The representatives told me to fill in the form online although on their site was clearly stated the Moscow number to call to voice the complain. Not only I lost the money but this unprecedented behavior shocked me. I still did not recover. I was not myself at son' s wedding 5 days after what happened to me on 4gh of October.

Posted by
1881 posts

So we have a mothers death and a son’s wedding and that’s about all I figured out. I feel very sorry for the original poster and I kind of get the feeling that English might not be their native language which might be why we’re having this confusion but honestly I don’t have a clue what’s going on

I’m just going to say that it is not the standard of airlines to cancel tickets for people who complain and Lufthansa is no different than any other airline. So obviously something happened But I honestly doubt anyone on here is going to be able to help the original poster

Posted by
9 posts

If I knew that Lufthansa cancelled my ticket I could leave Russia already on 14th of September. When I changed my ticket to the later date I asked fot30th of September but they requested exuberant price to pay. So the cheapest option was 4th of October. I did not have appropriate clothing because I could not predict that my son would postpone his wedding. So I have to buy clothing and shoes and jacket which I had back home. I retired this year. I did not have extra money for that. I felt homeless there because I had to wait till 4th of October. I think what they did to me is extremely cruel. I could have stroke or heart attack when I found that they cancelled my ticket and I did not have money to buy a new one. I made already Cobid test before flight and I could not impose on my friends any more.

Posted by
1881 posts

OK, reading this several times I had come up with the following potential scenario that may or may not be Correct

the poster originally bought the ticket to Moscow for a funeral. The return ticket was sometime in August or September but because the son was getting married they move the returns they wanted to move the return ticket to October.

Now this is where it all falls apart. I’m not sure how that was communicated to the airline. But it sounds to me like what happened is either of the original poster didn’t do a good job just waiting to the airline flight here she wanted to do our when they didn’t help apply the airline somehow automatically refunded the taxes. It sounds like what really probably happened is the flight in September never got moved to October

OK never mind I read the later post and apparently there’s a whole new scenario. Good luck

However, I still don’t believe the original posters statements that because they complained their flight was canceled is correct. There’s a cause-and-effect that doesn’t exist and besides if this was common and happening to lots of people the media would have been interested.

Posted by
9 posts

I paid for the change of the ticket on 23rd of August from 26th of August to 4th of October and I got the valid ticket. had to speak 3 times with agents in Moscow to do it. The second time the representative in Moscow office took details of my both Canadian credit cards and then disconnected me, not saying how rude she was. To my surprise she did not process the change of the ticket so I had to call back. again. It took me 3 days to change the ticket Every time to be connected I had to wait for half an hour at least, sometimes I was disconnected without even be connected. .And then in September I decided that it is not fair that company made me change the original departure from Toronto date, prolonged my flight ty several hours because I missed my connection to Moscow in Frankfurt after sleepless flight over the ocean in the plane. Also during Covid times it made us board the plane in Toronto and kept us in stuffy plane for 1 hour on runaway without any explanations. I thought I deserved this compensation.
I can attach my valid ticket for 4th of October and my emails that I sent to Lufthansa in July and August regarding the compensation for the flight from Toronto to Moscow which were unanswered.

Posted by
8413 posts

This has become like a game of "Clue", who did what when and what happened.

My guess is:

In June OP bought a r/t ticket for Toronto - Moscow. There was a change of flight times for the outward trip, which apparently was delayed by some issue in Toronto, that lead to OP missing the connection and eventually leading to an arrival 12 hrs late in Moscow.

In August OP changed the return flight from the end of August to Oct 4.

In September OP contacted Lufthansa to complain about the delay of the trip to Moscow and seek compensation.

Somehow communicaion brokedown and the return flight for Oct 4 got cancelled, something OP discovered when trying to check in on Oct 3

OP was then confronted with the unhappy circumstance of buying a new ticket to get to Toronto.

Since then OP has been unable to get a 'satisfactory' response from Lufthansa

Looks more like broken communication, that deliberate malice.

( Professor Plum/candlestick/study)

Posted by
9 posts

Thank you. That's exactly what happened. But when I found it I called Russian office of Lufthansa and talked to the agent, then to the manager after waiting 25 minutes on the phone. Both refused to do something. I thought at that point that it was done by mistake and wished to return refunded money to have my ticket back but I was refused and told that all the tickets were sold out. When I arrived to the office of Lufthansa in Pulkovo airport I was requested to pay 35000 Rubbles for the ticket of exact my itinerary. So it was a lie.
I did not have on my Russian cards any money because I spent everything as I was leaving early in the morning. I was seating opposite to the office trying to collect money from my friends calling them in different places. When at last they transferred money to my Russian cards the woman in the office left not saying me the word knowing that I tried to collect the money. My Canadian cards were at my friends house and nobody was there. For some reason Lufthansa site did not show me that ticket .
The next day when I arrived to board the plane the price of the ticket was raised to 60000.

Posted by
9 posts

This year I had 3 deaths in my family in Russia and to have this fight with Lufthansa too much for me but I consider outrageous what was done to me and how it was done. When I was in Pulkovo airport trying to buy a ticket I called my son in Toronto asking him to call Lufthansa in Canada from whom I bought initial ticket which he did but they refused to help me.

Posted by
27426 posts

I'm sorry you have had so many many many losses.

This story is just full of people who wouldn't help. That's a lot of people who didn't help.

More than you would expect.

Posted by
1881 posts

I do feel sorry for the original poster I am a little shocked that the story keeps changing we start out with a trip for a funeral and we now have three funerals and a wedding it’s like if we keep pulling out of vents and sympathy someone is going to come up with something that’s going to help the situation.

The truth is at some point with all this complication I would expect that the original poster did something that canceled her flight I’m sorry that she did it but I just had this feeling that’s what happened. I do wonder if perhaps instead of a complaint form what was done was the refund form. But even if the refund form is filled out an error, at that point it’s done.

I also find it strange the poster keeps telling us they talked to the airline in Moscow, they’ve called them apparently in Germany and their son talk to them Canada And everyone was rude and everyone was unhelpful and no one told them what was going on. I just find that hard to believe.

Based on the information given I’m surprised that you received the €300 offer and I think you should take it and run. I don’t see anything that you’ve given us here that’s going to give anyone the ability to give you ideas on how you’re going to get the rest of your money back

Id also suggest that from now on you keep your credit cards with you and not leave them at a friends? What I can’t figure out is it appears you knew before you went to the airport that you didn’t have a flight and yet you still showed up at the airport with no credit card, no cash, nothing?

Posted by
9 posts

Dear Friends,
It is difficult to help in this matter. I really appreciate your empathy and moral support in this matter which matters to me. Please do not fight between yourself. We are in the same boat facing huge corporations and feeling powerless.
I posted my story for awareness of Lufthansa practices. Never complain to them until you have completed all the flights on your ticket and also be aware that it seems that your government does not care about passengers right either. It seems that I cannot even sue Lufthansa because it does not have any office in Canada only in United States and Germany. That's why they can do with you anything in other countries.

I wonder if somebody can help me with the emails to send this information to the German government and German newspapers. Maybe they will have another attitude towards passengers rights.

Thank you very much for all your help.

Posted by
1881 posts

I am sorry but you have not convinced most of us that your claim of "they automatically cancel if you complain" I expect that if this was true you would not be the ONLY person on the internet making this claim. And I expect that all those regulators you have made this allegation to would have heard about it and possibly responded to you.

I am sorry but the facts just don't support your allegation. Although if your complaint was "I am never flying this airline again" maybe they took you at your word?

Posted by
27426 posts

but Russia isn't in the EU.

Let us know how you succeed please...

Posted by
8413 posts

EU air passenger rights apply:

If your flight is within the EU and is operated either by an EU or a non-EU airline
If your flight arrives in the EU from outside the EU and is operated by an EU airline
If your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline
If you have not already received benefits (compensation, re-routing, assistance from the airline) for flight related problems for this journey under the relevant law of a non-EU country. ( from the link in Bets post)

As I understand it, OP flew on Lufthansa, changing planes in Frankfurt; would OP not be an eligible passenger to whom the EU rules apply?

Posted by
1881 posts

Possibly, but the compensation would have been for that delay, not the "cancelled ticket because I complained" (And maybe that's what the 300 Euros was because that seemed a very strange offer)

Posted by
9 posts

Thank you very much. I saw this rule, but I do not yet understand if I flew from non EU ( Rusdia) to non= EU ( Canada) with stop in Frankfurt ( EU) by EU company do I qualify?
By the way, Merry Christmas to you, friends!