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Lufthansa Call Center: Don't call here and ask questions- write a letter

Lufthansa Business Class: A big customer service secret and a bigger fraud?

Oct 10, 2016

Opinion: Lufthansa Business Class. Sounds good? It is good for many on long haul flights, but what about to the large number of passengers with high expectation getting a Lufthansa economy coach seat when booking and paying a hefty premium for Lufthansa Business Class flying to a medium distance or short haul destinations?

Lufthansa is a founding member of the Frankfurt based Star Alliance Group. Here is a typical example on what is wrong with airlines like Deutsche Lufthansa. This story gives a hint on what is wrong in the aviation industry today and a number of airlines. The customer is no longer king, and airline like Lufthansa may feel customers as a threat or a necessary burden. This 5 part article will show why.

In part one it's about Lufthansa German Airline call center. When you call Lufthansa on any of the reservation numbers in many parts of the world you may get agents working for a call centers in Canada or South Africa. Sometimes you even get someone in Germany. When reaching a call center the German language is not known most of the time. Many airlines offer priority options to reach a more qualified and trained agent for Business, First or Premium customer. Lufthansa doesn't provide such an option.

I am the publisher of eTN and a 2 million 1K flyer with United Airlines of more than 30 years. For Lufthansa it makes me a Star Alliance Gold member.

When I called the U.S. toll free number for Lufthansa today (1-800-645-3880) I was connected to a Lufthansa call center in South Africa.

The question on hand was: Would it worth changing my economy reservation on Lufthansa into business class and pay the difference. I booked a flight on Lufthansa from Amman, Jordan to Frankfurt, Germany in coach. I made this reservation through United Airlines.

I was looking for some guidance from Lufthansa before investing a substantial additional amount to change my ticket into business class. I knew Lufthansa had aircrafts with real business class seats, some with sleepers, But I also knew Lufthansa was using aircrafts with economy seats misrepresented to airline customers as business class seats.

The issue was not only about how to get from Amman to Frankfurt, it was to learn more about what service is offered. If a smart sales agent could convince me I was ready to pay $2100.00 more for a business class seat just to get 4 hours of needed sleep.

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Lufthansa Business Class: A big customer service secret and a bigger fraud?

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