letter of complaint - Lufthansa

letter of complaint - Lufthansa

June 28, 2006

Dear All :

In the first few words of this letter I would like to express my gratitude to Lufthansa for upholding their remarkable reputation among passenger airlines over the past few decades. Our family has been steadfast in using the services of Lufthansa airlines and we have flown many miles with them.

Depending solely on the company’s trustworthy reputation, and despite the rise In Lufthansa ticket prices in comparison to other carriers, we have chosen to purchase a ticket from Lufthansa presuming it would deliver its service in consistency with its reputation. Nevertheless, our experience turned out to be unsavory, causing anxiety to our family members, and may affect our choice of your airline in the future.

On June 17th, 2006, my handicapped mother, Kanavalava Amalia, was onboard the flight LH403 from New York to Minsk. Due to unforeseen events, the flight was postponed with the plane still on land. While the passengers had to remain onboard, they were not served any beverages to prevent dehydration. Moreover, the air conditioning unit was not functioning properly, which might have lead to cardiac arrest of senior citizens and those with unhealthy heart.

Within a half hour, the passengers were kindly asked to disembark from the airplane. However, my handicapped mother of Belarussian descent has poor knowledge of English and could not understand what was expected of her. The personnel onboard understood that, but made no motion to aid her in any way. The understandable solution could have been to ask if any of the passengers onboard speak her language.

Finally, a witness to the personnel’s lack of success in helping my mother has decided to give a hand by translating the instructions into Polish. At this point, my handicapped mother had to leave the plane into an area that is in no way appropriate for her fragile health – there was not even a place to sit down. Moreover, a person that needed wheelchair assistance to get on the plane clearly needed the same treatment while disembarking from it. As a result, a senior handicapped person had to suffer for the duration of technical stabilization of the aircraft, which lasted over two hours.

Much to my dismay, nobody from the Lufthansa crew had paid attention to the fact that there was a handicapped person onboard and did not offer her any help. Unless the situation is an emergency, the human morale of helping elderly, handicapped and those with disadvantages should not be abandoned. Should a handicapped person deserve to experience anxiety while using the services of Lufthansa? Should a major airline carrier guarantee a complete safe and satisfactory service if its claim is proven to be deceiving?

I hope that you accept my letter of complaint as a response to the unreasonable behavior of Lufthansa personnel as well as a thought on how to improve the company’s service and forgo mortifying its reputation in the eyes of its own devoted customers.

Sincerely,

Natalia

Bensalem, PA, 19020

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