WORST EXPERIENCE EVER

If I could give a 0 rating I would. "Flight LH1351 from WAW - FRA was over an hour delayed. My 3 clients (one of whom is a young child) neither myself could not get hold of a SINGLE person to assure/ensure us on whether their connecting flight LH576 would depart without them. My clients asked your crew for assistance to a) let FRA know that they had only 25 minutes from landing LH1351 to start taxiing on LH576 b) for assistance to get off the plain quickly, and c) for assistance to get to their boarding gate. When we book with an airline such as Lufthansa with the great reputation you enjoy, we were positive that all assistance would be rendered to the passengers. I am BEYOND HORRIFIED that a) my clients who had been seated at the back of the plane had to wait for THE ENTIRE plane to disembark before they were permitted to and b) that not a single crew/ any other person with ability to assist helped the passengers get from terminal A to gate Z69 at FRA with a young child!! How can you allow this to happen? Then to add to the drama of this flight, I have been keeping tabs on landing time. According to CPT website the flight is 108 minutes delayed. Ok. So I thought I'd call the LH offices now anyway to ask about last night's situation. The gentleman I spoke to tells me that on his end the LH576 landed on time this morning. According to every other source (including the arrivals board at the airport) the flight is 108 minutes delayed. I apologise for my use of language now; but what an absolute S#!t show!! We expected so much more from an airline such as Lufthansa! I do expect a reply from you please as my clients have been put through an ordeal by you and they will want answers."

After sending this we then doscovered that our clients' luggage had not arrived in CPT. Client reported; does not get a reference nr. about 18 hours after we receive this on email. Now then tracking can begin. All we know is that the luggage has been located but we have no clue where it is. There is NOT A SINGLE PERSON we can speak to. None of your listed nrs are in any way useful. Some don't exist, some don't connect, some are unanswered. There is not a single person anywhere whether in CT or in JHB who we can speak to to find out where the luggage is.

This is beyond unacceptable.

An airline of your reputation is one we expect superior service from. How can you let this happen? It is embarrassing.