Usabilla for websites helps Lufthansa to: Quickly identify and fix problems and bugs. Needless to say, I will not fly with this airline in the future. Since then Lufthansa has been continuously transforming itself into a competitive corporation with maximum customer satisfaction and modern organizational structure. You can contact the team either by using the feedback … Whenever possible, we like to fly on Lufthansa. FAQ. They told me call Austrian. Then we arrived to Newark airport, I found out that my stroller and my car seat didn’t arrive. Contact with customer relations resulted in stonewalling and a rigid response, despite the claim by Lufthansa management that they are being flexible and accommodating due to the virus situation. I called the agency. A real disappointment. Will never book a flight with them again! They ignore answering vital questions! It’s uncommon to come across negative comments on Lufthansa’s Facebook page, which is not surprising since quite a few followers have … Signed up for Lufthansa FlightVoucher and now I am trying to rebook my ticket and I have no way of doing that. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. Then I rebooked my flight and it got canceled again. The best phone number and way to avoid the wait on hold, available live chat options, and the best ways overall to contact Lufthansa in an easy-to-use summary, as well as a full comparison of the 3 ways to reach Lufthansa, compared by speed and customer recommendations. Product & Customer Customers are always the center of attention at the Lufthansa Group. Given the circumstances, about as good as I could expect. To think customers have money to throw at them or away is a disgrace! I call lufthansa again and there is nothing that they can do but offer me a credit for half the ticket for next year for the same passenger who is the minor who is now traumatized to travel for life! They cancelled my flight for booking ** on May 5th 2020 and was promised a full refund for my business class tickets within 4-6 weeks. So, I can’t get a refund and also the credits will be available in another 6 months when I have to catch a flight in october. We value your privacy. Celonis enabled Lufthansa CityLine to better understand process flows, inefficiencies and bottlenecks in the maintenance of its … Lufthansa / dwt refuse to show written communication proof that lufthansa declined to refund dwt, contrary to the statement that lufthansa said customers are entitled to a full refund of the full flight. The goals of Lufthansa group: a) Increasing company value b) profitable growth and customer satisfaction The strategies the company is using : a) Group strategy the company was using 3 main pillars to achieve its goals those pillars were as next : 1. Be the first one to find this review helpful. You and /or dwt have not offered any payment either for my extra costs incurred like hotel accommodation, additional pcr testing, food, etc. Now the third issue is refund, I wanted at least a refund for the return ticket that he have not used. customer satisfaction surveys, personalised offers and newsletters) including partner information from Deutsche Lufthansa AG, Austrian Airlines AG and Swiss International Air Lines AG. It is appalling and disappointing for a company that is supposed to be run by European standards, and is supposed to be reliable and customer focused. In addition to the satisfaction of our guests, the topic of responsibility for the environment is also very important to us. All Rights Reserved. The top 10 European airlines for customer satisfaction 1. I did. This website uses cookies. Satisfied and loyal customers through user feedback. They just want your money and do not care about anything else Corona or NOT. The wait on hold was 40 minutes. Guess which lags far behind in customer service? I called and changed to a flight where they both could travel together. Companies pay us to be accredited or when you click a link, call a number or fill a form on our site. Neither they can give a confirmed ticket. On January 6, 1926, they merged and founded “Deutsche Lufthansa AG”. Cookies for integrating external content, such as iframes. Rather pay the extra amount directly to a reputable airline and know you will probably stand better chance of a refund but of course airlines can play silly buggers too as like other airlines are doing currently too. Gather ideas for product and website optimizations. Please. Thank you, you have successfully subscribed to our newsletter! Customers were also more satisfied with the punctuality of departures. Yes, I wish to receive information and offers (e.g. I did and finally told me to call lufthansa again. To obtain insights that are as differentiated as possible about passengers as well as their wishes and expectations, the airlines of the Lufthansa Group count on tracking satisfaction on a regular basis and conducting additional detailed surveys. I booked my flight on March 20 and I found out that my flight has been canceled that nobody informed me of. Customer Success Demo Anja Simon talks about Lufthansa’s success using JMP to optimize flight schedules. The availability of performance metrics within … Deutsche Lufthansa is divided into 2 main divisions: Lufthansa Airlines Lufthansa Systems Lufthansa has to do much, much better if they really are committed to protecting their customers (and their employees!). Aegean Airlines, Greece 5. As if this flight was even a remote possibility. Enjoy reading our tips and recommendations. Not so with Lufthansa which is holding its cards real close to the chest. The number of customers who considered Lufthansa good or very good in terms of value for money … The downside was that I was given a 2 to 3 month wait time. Lufthansa Group includes Austrian Airlines, Brussels Airlines, Eurowings, Lufthansa and SWISS Air Lines brands, reaching more than 200 destinations in over 75 countries. Flight number and dates of travel Do not use lufthansa / travel agents (dwt) of this nature. The Lufthansa Group is a global aviation group with a total of more than 580 subsidiaries and equity investments. shows the carrier received a customer score of just 52% - a drop from 67% in 2016. We had to book a completely new flight to bring him back to Egypt. Satisfaction among customers of Lufthansa Passenger Airlines rose sharply in 2009; the index figure was 4 percentage points up on the previous year. When embedding Share prices and charts, further cookies will be set. Find more information regarding cookies on our Data Protection Declaration and regarding us on the Imprint. With travel restricted in September due to COVID-19, I contacted Lufthansa customer service about the process to change my tickets and after many attempts and hours of wait, I finally connected with an agent at a noisy call center who advised that I could cancel and receive a refund and then rebook. Commenting on the changes, Christina Foerster, Executive Board Lufthansa Group Customer, IT & Corporate Responsibility, said, “Our partners dean&david and Dallmayr represent outstanding quality and responsible action. NOW IT'S BEEN OVER A MONTH, NO LUGGAGE, AND NO ONE RESPOND TO MY EMAILS. I followed the procedures on the confusing website and immediately received a small refund (presumably the taxes on the tickets) but lost nearly $5000 for 2 premium economy tickets. The group operates hubs in Frankfurt and Munich (Germany), with additional hubs in Vienna (Austria), Brussels (Belgium), and Zurich (Switzerland). They told me call Lufthansa. Nonstop dedication to customer satisfaction Lufthansa, known as … Christina Foerster, Executive Board Lufthansa Group Customer, IT & Corporate Responsibility, said “Our partners dean&david and Dallmayr represent outstanding quality and responsible action. Awful service, they are not responsible and do not own up to their mistakes nor do they compensate for all that happened. For baggage claims the call center for North America is (877) 234-344. Ironic: Airline Customer Satisfaction Reaches All-Time High Matthew Klint December 17, 2020 10 Comments It appears that the pandemic has produced an interesting side effect according to a new survey: happy airline passengers. Luxair, Luxembourg 2. Here are the right contact partners for your specific queries of the Lufthansa Group: Investor Relations contacts for private and professional investors: Should you wish to contact Lufthansa as a customer or business partner, please phone our hotline in Germany on +49 69 86 799 799. "So that comes as kind of a surprise. DHL Global Forwarding was also our top-selling customer worldwide - in the past business year and beyond,” said Dr. Alexis von Hoensbroech, Member of the Executive Board responsible for Product and Sales at Lufthansa Cargo, explaining the decision. Of course, the flight was cancelled. … THIS IS RIDICULOUS AND REALLY UNPROFESSIONAL. Tracking customer satisfaction. Copyright © 2020 Consumers Unified LLC. They refuse to release information under the freedom of data / information charter. Yes, I wish to receive information and offers (e.g. Bericht zur Gleichstellung und zur Entgeltgleichheit, Health Management and Occupational Safety, Financial strategy & value-based management, Corporate Governance Declaration, Section 289f HGB, Declaration of compliance, Section 161 AktG, Information on corporate governance practises, Board of Management and Supervisory Board procedures. Further optimisation … We sought out the Lufthansa Customer Service desk, and presented them with our predicament. Once again low cost are so ahead of this company! The people you get on the phone also sound exhausted and impatient to get rid of you in most cases. I know it is difficult for the crew to control everything that goes on during a flight, but to be blunt, it is their responsibility and they failed their costumers who followed the rules (doing everything to avoid infecting and getting infected) miserably. -1000 if I could! The full refund came in about 6 weeks. Once I got through I was offered a full refund without any static. However lufthansa and dwt you have refused me boarding and not just cancellation under my entitlements of my flight. Of course, Lufthansa. These cookies are needed for a smooth operation of our website. I will also as advised be holding lufthansa /dwt jointly or severally responsible for this refund and every single cost involved in this non refund. How do I know I can trust these reviews about Lufthansa? Some serious actions need to be taken against them. This time, we had booked directly with Lufthansa, a round trip flight from Los Angeles to Copenhagen in early June 2020. Unfortunately, we had a bad experience. But this review relates to lufthansa/ dwt ltd. Its not over yet lufthansa/ dwt. "Lufthansa is one of the strongest airlines in terms of finances and passenger satisfaction, route structure," Aimer told VOA. In addition to the satisfaction of our guests, the topic of responsibility for the environment is also very important to us. After spending 5 phone calls, waiting 20 min in queue each time and talking to customer service that are clearly ill-trained and not able to make decisions or explain clearly the set up of the rebook structure. Then they cancelled my flight for booking ** on June 29th 2020 and was promised a full refund for my business class tickets within 8 weeks. Sorry, can't wish them well. The list of airlines we analyzed included carriers such as Lufthansa, Swiss International Airlines, Icelandair, Saudi Arabian Airlines, Volotea, Condor, Air Dolomiti, Lufthansa Cargo, Austrian Airlines, Aeroflot, and many more. Sign up to receive our free weekly newsletter. The poor scoring comes in a year when BA stopped … Do not trust lufthansa or Dwt who are a law unto themselves. One with Lufthansa and the other with Austrian, the Austrian for the minor was changed again to Egypt Air which he finally flew on arrived in London and was refused to travel to the US even though he had a valid visa. By entering your email, you agree to sign up for consumer news, tips and giveaways from ConsumerAffairs. To stay on top of their game and ahead of the competition, the company needed a way to consistently measure and improve customer satisfaction across their digital touchpoints. The ticket was changed again for the third time where again they were separated on two different airlines. I then tried to rebook the flights for later flights, but was told that my tickets were now invalid and the funds are lost. Unsubscribe easily. 3rd — Delay Reasons. Lufthansa Customer Relations USA 1640 Hempsead Turnpike East Meadow, New York 11554 Fax: (516) 296-9838. Corporate responsibility, that is to say sustainable and responsible entrepreneurial practice, is an integral part of our corporate strategy. Our content is intended to be used for general information purposes only. customer satisfaction surveys, personalised offers and newsletters) including partner information from Deutsche Lufthansa AG, Austrian Airlines AG and Swiss International Air Lines AG. I consent to We’ll start sending you the news you need delivered straight to you. Customer score of just 52 % - a drop from 67 % 2016... Stroller and my car seat didn ’ t arrive book a completely new flight to bring him back Egypt... 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