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Back in March I was due to fly from Edinburgh to Bilbao with Lufthansa, flying out on the 12th, travelling inside Spain, before returning from Bilbao on the 17th.

My flight on the 12th was early in the morning, and a sudden snow storm hit Scotland on the Sunday night – the roads were not cleared for several hours and I was unable to drive to Edinburgh Airport, which was closed for a time because of the weather.

I contacted Lufthansa to find out what could be done and they were not very helpful. I asked if my return portion would still be valid and was told to ask the Lufthansa reps at Edinburgh.

I rescheduled my trip with another airline for the next day, still hopeful Lufthansa would honour my return from Bilbao on the 17th.

The Lufthansa agents at Edinburgh airport (BMI) told me my return would be automatically deleted because I was a no show and it could be resold. They were able to reinstate it though, and added notes to say I missed the outward leg because of the weather. They advised me to check 24hours before in case the system deleted the return again.

I flew out to Spain and sure enough Lufthansa deleted the return and refused to reinstate it. They offered to rebook only if I paid 3 times the original return ticket cost. I refused, missed an appointment in Spain and had to book a flight from Bilbao to Barcelona in order to get a flight back to Edinburgh.

I complained via Lufthansa’s UK website and received an automatic response on the 16th March. It has now been 62 days and I have not had the courtesy of a reply. I have sent 2 further complaints via the website and these have also been ignored. I have sent a letter to Lufthansa CEO Wolfgang Mayrhuber, but have had no reply, from him or a minion.

Basically I am being ignored, and doubt I am the first.

Lufthansa’s customer service is either non-existent or it is a disgrace and an embarrassment. The corporate greed in refusing to honour my return was bad enough, but then refusing to enter into any dialogue is extremely disappointing.

Luckily, I work for a multi-national company and have told everyone I can about this pathetic service.