✅ Trip Verified
| Frankfurt to Florence. Everything was ruined by Lufthansa. We have arrived to Frankfurt airport, check in, passed security control, and we waiting for boarding. 15 minutes before flight they said that flight is canceled and we have to go to a counter. We went to counter. There was long queue. It was approximately 20 flights canceled, due to bad weather. So after 1.5 hour in the queue we have reached counter. Staff was quite rude, they told us to go to another counter in departure area. We went there. There was several times longer queue. Here we spent approximately 5 hours prior to reaching counter. Here staff was more friendly. They put us on waiting list for 8 a.m. flight and give vouchers to hotel. Next morning we have repeated exercise. In boarding area they told us that it is 40 people on waiting list and only two seats, so we have to go back to counter. I ask, is it possible to talk with manager. Answer was quite rude: go to counter and there will be your manager. We run to counter. This time we reach it in 40 minutes. They rebook us on waiting list of 11:50 flight and told us that at noon air dispatchers strike in Italy will start. There I realized that we may reach Florence by some miracle this evening, otherwise we may not get there even till our train to Verona. We decided to change plans and cancel our flights to Florence and from Verona. They told us that we have to go to different counter on second floor. Another hour waiting and we are again in front of window. They told us that here we can only cancel flight, but to start procedure of returning money I have to go to site and feel up some request. They told us that we may get our luggage in half an hour to one hour. Of cause, it took us 2.5 hours to get it. Mean while I feel up that form. It was not from the first attempt that I was able to submit it. To summarize our experience: of cause there could be different circumstances, like weather conditions, strike etc., but it would be good attitude to send manager to each canceled flight area and talk with passengers, figure out their needs, try to find some solutions. Nothing of this was done. In addition to that normal companies did not canceling flights due to temporary weather conditions, just postponing it. And for sure making client wait hours in queue and kicking them from one counter to another just because managers don’t want to look for a solution is extremely bad attitude.