Hi , Just returned from our Celebrity cruise .The cruise was excellent but we had two horrific flights. The two days going and returning were terrible.
Lufthansa
First flight (from Glasgow) to Frankfurt was late leaving.Which meant we had to run to catch our connecting flight to Barcelona.
In Spain there was no luggage awaiting us. They lost our luggage from Frankfurt to Barcelona. Found it stuck in Frankfurt and put on another flight which arrived at midnight meant we missed our hotel transfer. Had to use a taxi to our hotel in Barcelona. Receipt attached. As per Travel agents instructions. There was no chance of us getting a meal as it was too late for the restaurant.
In the morning we took another taxi to the port . We could not get a receipt.
At the port we had to wait at least two hours to get near the ship. The embarkation computer system was down..
Way back was worse. We were at the Airport from nine in the morning as we had to leave the ship at 08.00 am..
Our flight from Barcelona to Frankfurt was on time despite we had to wait till 5 pm for it.
In Germany our gate went up on the board .So we walked there. When we got there we found out the gate was changed.
So we walked to the other side of the Airport. We all stood waiting there. Then it was changed again.and again.
A few minutes later I got an email saying our flight was cancelled. Which I still have. We asked Airport staff and they all said the flight was cancelled.
So we left the Departure gate and went out past passport control . As advised we went to the Lufthansa service desk. There was a very long queue. After a while we asked another staff member he told us the flight was back on. He was a great help as we had to print new boarding passes. They were in German.
We had 15 mins to get on the plane. We had to run through the Airport. It was a hassle going through Security and Passport control.
Finally we were at the gate.The plane was delayed again. Maybe just as well as we struggled to make it on time.
On the plane the Lufthansa staff we were running around shouting-- take a seat or we will not get off the ground as there was a curfew at 11.00 pm. We were taxing along the runway at 10.55.
When we arrived back in Glasgow we were too late to catch public transport. so we had to take a taxi home.
We tried to contacting Lufthansa but we got no response.
Hope you understand we are very upset and a black mark in all companies involved.
Douglas and Lorna Baird.
Booking ID : 1907674
Ship Name Celebrity Equinox
Departure Date Mon 01-Jul-2024
Lufthansa
First flight (from Glasgow) to Frankfurt was late leaving.Which meant we had to run to catch our connecting flight to Barcelona.
In Spain there was no luggage awaiting us. They lost our luggage from Frankfurt to Barcelona. Found it stuck in Frankfurt and put on another flight which arrived at midnight meant we missed our hotel transfer. Had to use a taxi to our hotel in Barcelona. Receipt attached. As per Travel agents instructions. There was no chance of us getting a meal as it was too late for the restaurant.
In the morning we took another taxi to the port . We could not get a receipt.
At the port we had to wait at least two hours to get near the ship. The embarkation computer system was down..
Way back was worse. We were at the Airport from nine in the morning as we had to leave the ship at 08.00 am..
Our flight from Barcelona to Frankfurt was on time despite we had to wait till 5 pm for it.
In Germany our gate went up on the board .So we walked there. When we got there we found out the gate was changed.
So we walked to the other side of the Airport. We all stood waiting there. Then it was changed again.and again.
A few minutes later I got an email saying our flight was cancelled. Which I still have. We asked Airport staff and they all said the flight was cancelled.
So we left the Departure gate and went out past passport control . As advised we went to the Lufthansa service desk. There was a very long queue. After a while we asked another staff member he told us the flight was back on. He was a great help as we had to print new boarding passes. They were in German.
We had 15 mins to get on the plane. We had to run through the Airport. It was a hassle going through Security and Passport control.
Finally we were at the gate.The plane was delayed again. Maybe just as well as we struggled to make it on time.
On the plane the Lufthansa staff we were running around shouting-- take a seat or we will not get off the ground as there was a curfew at 11.00 pm. We were taxing along the runway at 10.55.
When we arrived back in Glasgow we were too late to catch public transport. so we had to take a taxi home.
We tried to contacting Lufthansa but we got no response.
Hope you understand we are very upset and a black mark in all companies involved.
Douglas and Lorna Baird.
Booking ID : 1907674
Ship Name Celebrity Equinox
Departure Date Mon 01-Jul-2024
Dear Douglas Baird,
Thank you for your inquiry dated July 1, 2024.
We regret that you were affected by a flight delay on. Any disruption to your travel plans can be both frustrating and exhausting. Your disappointment is understood and we apologize for this inconvenience.
Even when we do everything in our power to maintain flight schedules and minimize waiting times, we cannot always prevent delays from occurring and as a result you have to wait.
Your flight was delayed less than three hours. In this case, the Regulation (EC) No. 261/2004 does not provide for any compensation.
We ask for your understanding that Lufthansa is unable to honor your request for compensation of the additional costs you have incurred.
Although this is not the answer you had hoped for, we would be delighted if you would continue to consider flying with Lufthansa.
Sincerely, Drishti Arora
Thank you for your inquiry dated July 1, 2024.
We regret that you were affected by a flight delay on. Any disruption to your travel plans can be both frustrating and exhausting. Your disappointment is understood and we apologize for this inconvenience.
Even when we do everything in our power to maintain flight schedules and minimize waiting times, we cannot always prevent delays from occurring and as a result you have to wait.
Your flight was delayed less than three hours. In this case, the Regulation (EC) No. 261/2004 does not provide for any compensation.
We ask for your understanding that Lufthansa is unable to honor your request for compensation of the additional costs you have incurred.
Although this is not the answer you had hoped for, we would be delighted if you would continue to consider flying with Lufthansa.
Sincerely, Drishti Arora