AVOID AT ALL COSTS. ABSOLUTE NIGHTMARE
Was refused to check-in and was forced to buy a return ticket on the spot in airport as "i did not have visa for more than 30 days" to the destination, despite showing official gov websites that with my citizenship I do not need visa and besides I was flying away from that country in 2 weeks. I gave in as it was less than 1h till flight. I confirmed several times that I can cancel this ticket as soon as I arrive (because obviously I didn't need it) and get full refund. I was repeatedly told "yes, you can get full refund" by several people from Lufthansa staff at the airport.
After arrival turns out they lost my luggage. I called them up and asked for full refund. Got the confirmation email saying that they will keep the service charge. I replied "hey, I did not need this ticket in the first place - please give me back all mo money". No response...
Fast forward 2 months and about 6 ignored emails from me following up to no avail. I am back from my travels. Still no refund. Got in touch with them via official feedback form, tried to appeal to reason, attached previous emails, screenshots, restoring timeline of the events and asking "guys, you did wrong. I didn't need that ticket. You promised a refund - here is the email of your team member. Please give my money back". No response. Then 2 weeks later some 65% refund comes in my account. Another 2 weeks passes I get canned email "hey you refunded you!". Wonderful, great! Truly amazing and I am so grateful for you returning me 65% of money that I wasn't even supposed to spend.
Now is the interesting part. I disputed the transaction via AMEX. Lufthansa send them documents confirming that this booking was "non-refundable". :D Yet I have an email confirmation that I will get my money back, got some 65% of the sum back and now it is suddenly "non-refundable". Disputed the case twice, both times lost. Also if you are reading this and think that Section 75 will somehow protect you from despicable airline charges - you will be disappointed. AMEX dispute team was no helpful at all. They do not "protect" you anyhow, I suspect their dispute team is there to comply with the law, not to actually execute on it.
Staff is rude, unprofessional. No respect for customer. They will ignore your emails, replies will be canned and please don't make my mistake thinking creating long email with details will somehow solve anything. It will be ignored entirely.
RUDE STAFF. IGNORE EMAILS. DISRESPECTFUL. NEGLIGENT.
KEEP AWAY FROM LUFTHANSA. ANA ABSOLUTE ABOMINATION OF CUSTOMER SERVICE
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