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I've been planning an upcoming trip to Africa for a couple of years. I used credit card points to buy the airline tickets on Lufthansa, but then I spent $470 in seat upgrades. Well, last night when I checked the website and saw that some of my seat assignments had dropped off.
I tried calling Lufthansa's customer service, and I got a voicemail that "all lines are busy" and they hung up. I tried a few more times with no luck. So at that point, I started googling for another number. At some point I landed on a Yelp page for Lufthansa that listed several other customer service numbers. I tried calling one and nobody picked up.
After that, I went to make dinner and eat with my family. When I checked my phone again, there was a text that said "Can I help you?" I typed back "Is this Lufthansa?" and they were off to the races. I gave them my booking number and name, and they were able to look up all of my flights. After several minutes of texting back and forth, they claimed that "Lufthansa doesn't give refunds" and it would cost me another $500 or so to get my seat assignments back. At that point I asked if they were a scammer, and I said I wouldn't be paying them anything. Well, they cancelled my flights!! I got an email from Lufthansa within minutes that all of my flights had been cancelled.
I spent a couple of hours on hold for the ACTUAL Lufthansa customer service last night, and they were able to restore the flights and seats. But is there anything else I can do at this point? I learned a very hard lesson that ANYONE with your booking number and name can just cancel your flights -- and they can apparently do it again anytime they want!
I wonder if there's any way I could ask Lufthansa to not allow my flights to get cancelled again (I would have to spend another hour on hold to ask them that question). If I post a warning on Yelp, I'm afraid they are going to seek revenge again :(
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I mean, no airline system would TEXT message you.
Whenever you are contacted by someone, your first reaction should be to tell them you will call their official number you can find on their official website, to make sure you are actually talking to the correct instance.
The top results on Google etc... are advertisements. Scammers use these to seem legit, pay good attention to it in the future.
I “texted” Delta when I needed to change my flight dates. It was legit.
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I called Lufthansa and they reinstated my flight. Unfortunately it took me hours to get through to Lufthansa on the phone. Keep trying!