NIGHTMARE. Review on Lufthansa

My husband and I have had such a terrible experience with Lufthansa that I requested them to please permanently delete our miles. We will not be needing them in this lifetime since the ground service staff at the Bangalore airport said that they had done us a big favor by "helping us out" and that we could choose whether we wanted to fly Lufthansa or not. You decide whether they helped us out or not..

We flew to India to get married last month (DTW-CHI-FRA-BLR). On our flight out, part of our ticket was accidentally deleted at the detroit airport check-in counter (we were told due to a ticketing problem arising from the merger between Lufthansa and united). The customer service rep at the Chicago airport made an extra effort to ensure that our tickets would be re-instated before we reached Frankfurt but it took an hour of standing around at the counter there. On our way back, my husband was not only made to stand at the check-in counter until 30 min before his flight but was harassed for over an hour. All because we packed a second small bag after checking your online information for baggage rules (our tickets were booked in march 2012) and then calling the lufthansa us office to confirm that we were allowed 2 checked-in bags. All the information from their website and the phone call (which they should be able to find on record) confirmed that 2 bags would be checked in complimentary.

At the check-in counter, after checking in both bags, their staff demanded that one of the bags be paid for. Afterover an hour of making my husband wait at the counter and move things from his personal item bag to his carry-on, etc., they finally gave him a second complimentary bag checked in and made him pay for a carry on. The whole situation was so stressful because they had thrown his bags on the conveyor and couldn't retrieve them even though they wanted to, at the same time, they wouldn't let him proceed to security. All through this, they were SO RUDE. If they had an iota of customer service sense, they might have done two things: a) checked the baggage allowance rules online for the tickets that we had booked b) allowed the customer to feel obliged instead of abused by giving him a second free checked bag, which they finally did anyway.

In the end, if the airline staff itself is stressing out the customer, obviously they have no interest in making their customers comfortable, let alone happy! So no more Lufthansa for us or our family members. It was way too traumatic!!!