What to do if airline persistently doesn't respond to complaint? [closed]

I had a problem with my Lufthansa flights, in my opinion that was completely the airline's fault. At the desk during the day of flights, they (naturally) didn't give me any proper response, just a card with information on where to send complaints. I decided to pursue that, sent a refund request to the email address they had on the card. After to weeks of waiting without a single response apart from the automatically generated "we got your message, this is your issue number, we'll contact you as soon as possible", I decided to send another message to them using the complaint form on their website. I even included the issue number and mentioned that I had been waiting two weeks already. I got another similar automatically generated response right away, then nothing else for another three weeks.

What should I do now? I really don't feel like calling them, as that won't take me anywhere. Is there a place I can complain about an airline apart from suing them? Obviously I'm not looking for any costly ways of pursuing action, I just want to get my well-deserved response.

My situation is similar to this question, where the author was looking to get compensation because of messed up flights. I may or may not be eligible for a compensation, but not getting a response is simply not acceptable.

Best Answer

If you live in Germany, you might want to contact the SÖP (mediation committee for public transport in Germany). You could also contact the national aviation authorities (in Germany it would be the Bundesluftfahrtamt).

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How long does it take for ba to respond to a complaint?

Three weeks is fifteen business days or thereabouts. Many companies aim to reply to a formal complaint within a longer period than that. As has been stated, if it's a complicated issue, it will take longer than a more straightforward one.

How to complain about a cancelled flight?

It's often best to email or write to the airline's consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted. There may be a form on the airline's website for this purpose.

How do I email an airline complaint?

How to write an airline complaint:

Be polite, specific, and straight to the point. ...

Include your frequent flyer number.

\u201cSleep on it\u201d. ...

Never say, \u201cI will never fly your airline again!\u201d since that gives the airline no incentive to help.

How do I write a formal complaint to an airline?

Respected sir, I am writing this letter to make a complaint regarding your flight delay of (Flight no) from (city name) to (City name). It is not the first time that we are facing such issue. Passengers buy expensive tickets because they have important work to do or to be at their desired place for an important reason.

What To Do If Your Flight Is Delayed Or Canceled

Sources: Stack Exchange - This article follows the attribution requirements of Stack Exchange and is licensed under CC BY-SA 3.0.

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