***** I was somewhat irritated by the attitude of the customer service, so I answered as following
고객서비스의 성의없는 태도에 약간 기분이 상했던 저는 다음과 같이 답장을 보냈습니다.
Dear
Thank you for having taken time to answer. However, it is very regrettable that you have not even studied correctly the case.
We were pleased to note that you were able to arrive in Toulouse on the same day.
This is contrary to what has happened.
Following a technical problem of the airplane A340-600, the flight had 3 hours of delay which caused me to miss the connecting flight in Munich.
After a overnight stay in Munich, the flight to Frankfurt was delayed 1h10 due to the overloaded baggages, forcing me to miss the connecting flight again.
The re-adjusted arrival time at the destination is 6:15pm, 22 January 2017 instead of 9:00 pm 21 January 2017, with in total 21 hours 15 minutes of delay.
Even understanding your position, it is very disappointing of Lufthansa that
- You did not even studied correctly the case,
- And showed very limited understanding regarding to this particular case, only to exonerate yourself, avoiding any cost at all.
According to the EC Regulation 261/2004, I demand Lufthansa the indemnity of 600€ which is justified.
Regards,
*****while waiting for the answer, I received a request for the customer satisfaction servey, so I filled the form.
답장을 기다리는 동안 고객만족 조사 메일을 받았습니다. 그래서 거기에 응했지요.
Dear
We recently responded to your feedback – hopefully to your satisfaction. We are very interested in your opinion on how we handled your feedback and would be happy if you would take a few minutes to answer a few brief questions at the following link.
By doing so, you will help us to further improve our service.
http://survey.euro.confirmit.com/wix/p1017407774.aspx?pid=4&l=9&kanal=1&bid=30836749
The survey is being conducted by the market research institute rc - research & consulting GmbH (www.r-c-online.com) on behalf of Deutsche Lufthansa AG. Your participation is, of course, voluntary. Any information that you provide will be treated confidentially, evaluated anonymously, and not passed on to third parties. You can find additional information on data protection at http://www.r-c-online.com/datenschutz_E.html.
We would like to thank you very much in advance for the time you take for this survey.
Yours sincerely,
*****after three days, I finally received the mail from the Lufthanja!
고객조사에 응한 후 삼일이 지나 루프트한자에서 메일이 왔습니다!
Dear.....
Thank you for your reply dated 27 January 2017. We appreciate your correspondence and the opportunity to further address your concern.
It is with regret to note that our previous response did not meet with your expectations. For this reason, we have considered your claim from two angles: both in terms of the legal requirements and taking into consideration a possible gesture of goodwill.
Based on our records, flight LH719 from Seoul to Munich on 21 January 2017 was delayed due to an unforeseen technical problem. Aircraft safety is our priority and once the fault was detected we immediately set about fixing the problem.
Moreover, from Lufthansa’s point of view, we consider it possible to exonerate ourselves from liability. However, as a gesture of goodwill and on an exceptional basis, we will be pleased to process compensation amounting to EUR600 per passenger.
Therefore, please kindly send us your bank details such as IBAN, your complete home address, bank name and address. Once we have received your bank details, we will issue the payment without further notice. As the transaction is organised and processed by our accounting department, we appreciate your understanding that it may take several days for the payment to clear. Thank you in advance for your patience in this matter.
It is very important to us that you remain one of our satisfied passengers and we would be pleased if you continued to place your trust in Lufthansa for your future travel plans.
Yours sincerely,
..........
Wow, they accepted to compensate me eventually! As promised, I received the money after a week or so.
In general I prefer Lufthanja to AirFrance because of their ponctuality and quality service. It was a bit hard this time, but they did not disappointed me after all.
Well, I hope this helps you. Bon voyage!!
와우, 결국 보상을 해준다는 거네요. 약속한대로 일주일 정도가 지나자 보상액이 도착했습니다.
제가 프랑스에 살긴하지만 서비스나, 시간엄수 면에서 에어프랑스보다 루프트한자를 더 선호하는 편입니다.
이번에도 조금 애로사항이 있긴 했지만, 실망시키지 않는 모습을 보여준 루프트한자.
저의 개인적 경험이 도움이 되셨길 바랍니다. Bon voyage!