On our flight back from J.F.K. New York – Frankfurt with Lufthansa, my sister and I had no monitors to watch movies or to play games. Everyone else’s was working, but ours. It took four inquiries and close to two hours to be told they were not working. In between we were told they were reloading, then resetting, then the colleague was going to check it once more and so on. The responses had seemed so lame.

Nevertheless, it was a long 7:30 hour flight without any kind of entertainment. I admit we have come to rely on being entertained a lot, but in my case – feeling claustrophobic at times – it is the best kind of distraction to keep myself in an enduring mode. And I don’t like to feel pushed aside, which was the feeling I got from the attendants. 

Of course, I was happy to arrive safely, but this sense of having been felt ignored for almost two hours still gnawed at me. So I took the time to let Lufthansa know. I am not the kind of person to complain, so choosing between “suggestions and feedback” and “complaints” was a tough choice to make for me. In the end I chose “complaints” as those matters get dealt with more efficiently.

Now if you have anything you would like to tell Lufthansa, then click here, click on Help and Contact in the upright corner, then another little window will pop up where you can choose. I clicked on compliments and complaints to state what happened.

I only stated the facts, I did not demand anything, and I just wanted to let them know how I felt the service was.

Two days ago, on Dec 6th, 2008, five days after I had filed my complaint ( I still have a disdain for this word), I got a very personal letter from Lufthansa with an apology for the inconvenience caused. It was very impressive to see how detailed they took my account. In hoping for our continued trust in Lufthansa, they will send my sister and me a separate wine selection and we will be happy to accept this gesture in redress for the negative service impression I had recently received. 

Yes, my trust is restored. They responded.

I could have easily shoved this issue aside after the trip. No, Lufthansa needed to know and I am glad I told them about this shortcoming.