With this letter I want to complain about what happened yesterday in Frankfurt Airport.
16th April in the evening we booked the complete packet with L´Tur, in Frankfurt Zeil Agency, for a fly to Heraklion from Frankfurt- 17th April 2015, 17:50 and back on the 19th.
We were in the counter from Aegean Airlines at 16.50.
After showing the documents L´Tur agency gave us the day before, the lady there said she could not find our names in her reservation system (Aegean). She send us to another counter, where an employee from Frankfurt Airport tried as well and was not possible. He told us the same, he could not find our names in the reservation system, asked for a contact from L´Tur and I went directly to L´Tur counter in Terminal 1.
L´Tur employee was there and tried to support all the time. Aproximately at 17.25, the frankfurt airport employee said it was already resolved (after speking with a manager from Aegean) We went again to the Aegean counter, where a new lady said it was already too late, called informing about the issue and made NO EFFORT to try to stop the flight to give us some time to reach the gate. She said again she could not find our names in the system.
We just want to say how disapointed we are about what happened.It was our last weekend this year to have a holiday, because we are starting new jobs on monday and it is not possible to have holidays on the first 6 months.
It is true that it is recommended to be in the airport 120 minutes before, but we can not read the word mandatory. We are used to fly and we never had this problem before, that our names can not be found in the system.
We ask for our money back, as the problem was not our fault.
I write an E-Mail yesterday to L´Tur and until now we do not have any feedback.
20.04.2015 | 08:58
I am sorry to hear that you were not satisfied and felt the need to file a complaint. Who did you adress your E-Mail to? Would you kindly let us know your booking number so we can forward your complaint? Please note: the processing of a complaint may take up some time.
L'TUR PR Department