✅ Verified Review
| On 2nd March 2017 I booked Eurowings return flights from Düsseldorf to Birmingham UK for myself and my 12 year old daughter. The flights were booked online using my Miles & More Lufthansa account. As usual I printed out my Travel Itinerary documents at home and everything seemed to be correct and as normal. On arrival at Düsseldorf airport on Sunday 9th April we were faced with one of the longest queues for a Eurowings check-in that I think I have ever seen. After queuing for ages we finally arrived at the check-in desk, only to be turned away by the check in assistant because the name on my Travel Itinerary document did not match the name on my Passport. On close inspection my short first/given name was indeed printed instead of my full name. I explained to the check-in assistant that I booked on-line via the Lufthansa website with my Miles & More Account and even presented my Miles & More membership card which shows my normal full name. This form of identification was not accepted at the Eurowings check-in with the assistant stating that the names differed by more than 3 characters so she could not check me into the flight. I asked if they could simply update the Travel documents based on my Miles & More Card plus Passport. She could not. If I wanted the documents changed I would have to contact Lufthansa. I was sent from the Eurowings check-in desk to the Lufthansa service desk but the woman at the Lufthansa Service desk just said “sorry we are only a service desk we can't help”. I was re-directed to the Lufthansa telephone helpline, which also was unable to help. I tried to re-book the flights at the Lufthansa service desk, with a similar reply "sorry we can't help, we are only a service desk we can't book flights". Eventually I found L'Tur at Düsseldorf airport and re-booked the whole journey, with the same start and destination airports, on the same day (but later flights), with the same carrier (Eurowings), this time with the correct full names on the documents for an additional price of €688. When my daughter and I were finally on-board we were looking forward to a little something to eat and drink, but the steward bypassed us both, i.e. no drinks and nothing to eat. Apparently our tickets were “Smart something-or-other” which means no on-board service. I had hoped the treatment on the return journey would be better. We received nothing to eat or drink. An altogether disappointing treatment for tickets costing over €1000. I had resigned myself to this being one of those bitter life learning experiences, “next time check that all the details on the documents match up 100%; until I started checking some older travel documents at home. To my surprise I discovered that I have travelled with my daughter with the same carrier and same type of document errors several times before, but without all of this hassle and extra cost. It seems obvious to me that the flight that we were booked onto was overbooked and the check-in staff were looking for an excuse to bump passengers off the flight. I contacted Lufthansa Customer Services (the parent company) who passed the buck to Eurowings, who have never replied.