FLEXIBLE BUSINESS RETURN TICKET

I had a flexible business return ticket from Mos*** to Luxembourg. I was given the option for a refund or to change the date of this return flight. As my departure place had changed to another city in another country I opted for a Refund. When I did not receive the refund which was offered to me I followed up and was informed by Lufthansa that no refund was possible as a one way fare was more than what a refund would be. I requested the ticket to be re-instated as had they informed me beforehand I would not have requested a refund and would have only changed the date for a later use! Lufthansa has refused to re-instate this ticket and also offers no compensation for this. This is theft and it should be made know to all customers. I have written various e-mails on this subject to Lufthansa. They also do not reply to many of these e-mails! I have attached the latest reply below!

Begin forwarded message:

From: Pieter van Riet ********** Subject: Re: Your Feedback to Lufthansa, FB ID ********** 3 Date: 9 January 2018 13:16:18 CET To: **********

Dear Mary Grace Robles

Thank you, I take notice of your’e reply. I wish to bring your attention to my previous writing to you in this regard. Attached below. With this decision by Lufthansa you leave me no other option as stated in my previous correspondence. I am one customer who could influence many other customer and people. It is in disbelieve that, that which is correct cannot be decided by you at Lufthansa.

Your sincerely

On 9 Jan 2018, at 11:30, Lufthansa Customer Relations ********** wrote:

Dear Mr. Van Riet, Thank you for your continued correspondence. We are sorry that our reply did not meet your expectations. We are aware of your loyalty to Lufthansa and your patronage is important to us. Following your last letter, we took the time to re-examine our original assessment – however, our reply remains the same. We hope for your understanding that we consider this case to be closed. Sincerely, Mary Grace Robles Should you wish to use Alternative Dispute Resolution, please be advised that SÖP, Schlichtungsstelle für den öffentlichenPersonenverkehr e. V., https://soep-online.de/welcome.html is competent to deal with your complaint and Lufthansa is prepared to submit to an ADR procedure operated by SÖP. Should you wish to use the European commission’s online dispute resolution platform to submit your complaint, this can be done by completing the electronic form available via this link: http://ec.europa.eu/odr ]

For your information:

- Please make sure to always include our eight digit Feedback ID if you are answering to our correspondence. You can find the Feedback ID in the subject of this email.

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______________________________________ Lufthansa German Airlines | Customer Relations | P.O. Box 710234 | 60492 Frankfurt/Main | Germany Email ********** Feedback form https://www.lufthansa.com/feedback-en The following list contains local service times and landlines. All telephone lines belong to local landline network. Costs may vary depending on provider charges and/or usage of mobile phones. Local landline for India is toll free. Customer Relations service languages available by telephone are: English, German Germany Austria Switzerland Spain Italy +49 (0)69 ********** 0 +43 (0) ********** +41 (0)22 ********** +34 (0)***2999 539 20 Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm France Luxembourg Belgium The Netherlands United Kingdom +33 (0)387 130 113 +352 (0)34 2 ********** +32 (0) 2 ********** +31 (0)70 ********** +44 (0) ********** Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 07am-09pm Denmark Sweden Norway Finland +45 (0)433 14 889 +46 (0)850 252 104 +47 (0)230 249 69 +358 (0)972 522 134 Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 08am-10pm Mon-Fri 09am-11pm Greece Israel Singapore New Zealand +30 (0)21 ********** 0 +972 (0)3 ********** +65 (0) 66 228 401 +64 (0)996 610 61 Mon-Fri 09am-11pm Mon-Fri 09am-11pm Mon-Fri 03pm-05am Mon-Fri 08pm-10am USA Canada India Australia +1 ********** +1 ********** 000 ********** 031 (Toll free within India) +61 (0)280 989 008 Mon-Fri 02am-04pm (East) Mon-Fri 02am-04pm (East) Mon-Fri 12:30pm-02:30am Mon-Fri 06pm-08am (East) Customer Relations service languages available by telephone are: English, German, Japanese for Japan, Korean for South Korea English, German, Japanese English, German, Korean Japan South Korea +***4 +***9 Tue-Thu 2pm-5pm Tue-Thu 2pm-5pm Lufthansa. Nonstop you

Lufthansa is a member of Star Alliance

Corporate Headquarters: Deutsche Lufthansa Aktiengesellschaft, Koeln, Registration: Amtsgericht Koeln HR B 2168 Chairman of the Supervisory Board: Dr. Karl-Ludwig Kley Executive Board: Carsten Spohr (Chairman), Thorsten Dirks, Harry Hohmeister, Ulrik Svensson, Dr. Bettina Volkens

Pieter van Riet **********

Begin forwarded message:

From: Pieter van Riet ********** Subject: Re: Your Feedback to Lufthansa, FB ID ********** 3 Date: 20 December 2017 08:10:34 CET To: **********

Dear Mary Grace Robles

By making rules and regulations which enable you to legalise theft will not be beneficial to your reputation as an airline. Such conduct and decisions by Lufthansa towards a Customer will be brought to the open and shared amongst all customers. This will only tarnish your reputation.

I am not asking for compensation only that the flight which I had requested a refund on, to be replaced as it was a flexible fare and ticket!

Should this be declined I am left with no other option than to make the conduct of Lufthansa known and shared with who ever possible.

I trust you understand my position and it is clear to you! I also request that you provide me with the name and contact detail of the director/manager of Customer relations.

Your sincerely

On 19 Dec 2017, at 17:40, Lufthansa Customer Relations ********** wrote:

Pieter van Riet **********