Lufthansa |
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| Date Submitted: | March 3, 2011 |
| Airline: | Lufthansa |
| Country: | Germany |
| In Flight Service: | 2 out of 10 |
| Terminal Service: | 1 out of 10 |
| Accomodation: | 5 out of 10 |
| Price: | 3 out of 10 |
| Recommend: | No |
| Review: | Poor Customer handling, especially in Frankfurt We had during the Autumn very bad experience with the customer handling of this airline, particularly in Frankfurt. First severe delays without any attempt for re-routing. Then no information at arrival in Frankfurt, extra delay due to long bus transfer from aircraft. No information at arrival, search in several terminal to find transfer desk. Huge waiting time. Nothing had been done to prepare alternative flights. On one occasion we were even asked to leave the boarding area to see the ticket office. I have never before been asked to leave the gate area to handle such an issue myself. Delay from Norway to Italy ended with 12 hours in both direction. Offered meal voucher of € 10 per person. The worst part is still the lack of help in re-booking, few counters and lack of proactive attitude. In total the long distances, bus transfers, few transfer desk call for alternative airlines and airports. Please note that this service level has been experienced several times despite my gold card with Star Alliance..without such priority I there might even be a risk for even worse handlind (if possible)? |
| Submitted by: | Arild 46 year-old :: Male Reviewer :: Stavanger |
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