✅ Trip Verified
| I've flown with Lufthansa multiple times for business and leisure and it has worked out perfectly fine time after time. The only difference this time is, I have to deal with their customer service, and this is where it goes down hill. In February, I booked a ticket for my girlfriend to come visit me and unfortunately, the pandemic hits. The airports get closed and the ticket flight gets cancelled. As I read (or mis-read online) there was supposed to be a button in the online environment to click to issue a re-fund and so I did. Time goes by and of course they violate their own policy of returning the refund. The real problem for me starts in their communication. I've been trying to get hold of their customer service for the past 5 months by e-mail or by phone. Their phone lines are either flat out busy or cut out after 2 hours of being on hold. I've gotten hold of their employee's once in twenty1 hour calls. I've gotten some written feedback but basically, none of it was anything more than that they acknowledged the situation but can't provide any help. Feedback on my ticket telling me they cant respect their deadlines.Me forwarding the claim to my credit card company. Lufthansa re-reviews the ticket but tells they can't help me without any argumentation. Creditcard company tells me I need a statement that my flight got cancelled (which i didn't got), so I re-approach via a ticket. I get hold of Lufthansa once by phone and they inform me I cancelled the ticket myself because their system processed my action as a cancellation and they mention to me they can't see the flight was actually cancelled. Spoiler alert, the airport was closed, it was. I'm advised to re-make a flight disruption ticket to explain this. Here is specifically ask for a confirmation of the flight cancellation. Not a refund but instead of sending me that, they issue me to the refund department. Here I realised they are playing a game with me, because the moment they send me the cancellation confirmation, I can get the money refunded via my credit card company.