EPIC Customer Service
I got an email changing one leg of my return flight, making the FRA stopover more than 6 hours. So I followed the link in the email to their chatbot (AI…hahaha) and tried to get a better connection. AI could not help temporarily. I asked to talk to a human, they put me in line and I waited 25 minutes. In the meantime I was searching for alternative flights. Finally I spoke to a human, although Lufthansa informed me that this human has plenty of chats at the same time so it might take a while. I told her my issue and she rebooked through Munich very early that day. I asked if she can please book me on a later flight and provided her even with both flight numbers. Please wait…finally…not possible as “your current flight has a stopover in Frankfurt and you request a stopover in Munich. This is not possible. Insisting that she actually offered me the same just earlier in the day was impossible to make her understand. 45 minutes wasted on the chat. Called finally as I could find a number and their call center made this change in 5 minutes. Learning: avoid their chats, AI or human… complete waste of time, I tried now various times. This airlines customer service is bad, bad, bad