I thought some OMAAT readers would get a kick out of my experience trying to deal with customer relations at Eurowings Discover, which is a long haul subsidiary.
I was going to fly Eurowings Discover from the airport to the airport. We were rebooking for the same flight the next day after the flight was canceled.
The good news is that we were able to get compensation because we were flying an airline from the European Union. If your flight is canceled or delayed for more than four hours, you will be owed 600 Euro.
It's not the same as the process of actually getting that compensation. This is ongoing six months after the initial incident.
Getting in touch with Eurowings Discover is the first challenge. Eurowings operates long haul flights while Eurowings operates short haul flights.
Try to find a customer relations form. It's hard. I was able to locate this form. When you fill out the customer relations form, you have to choose Eurowings Discover as the topic.
You would think that Eurowings Discover would have its own website and contact form instead of being a part of the Eurowings form. Within a few days of the flight, I submitted my request. What is that doing?
On April 1, I got a reply email. This email was sent by an automated system.
Thank you for your request. We have already handed it over to our service team with the reference number (Feedback ID XXXXXXXX).
With kindest regards
Your Eurowings Discover customer relations team
Lufthansa Customer Relations on behalf of Eurowings Discover
It's fair. An automated acknowledgement within a few days was fair because I know airlines are understaffed. You would think they could just make it easy to contact Eurowings Discover directly, since my email would have to be forwarded to them.
I got another email on June 2.
Thank you for your email dated April 1, 2022 and your continuous patience.
We have forwarded your inquiry to Eurowings so that it can be given the attention it so rightfully deserves. Their service team will contact you directly.
The email was signed by an employee of the airline. I initially submitted my request through Eurowings but it took another two months for my email to be forwarded to them. Eurowings and Euro Discoverwings aren't the same airline...
I was jazzed when I received an email on October 5, 2022, which seemed to be written by a human, so I assumed EurowingsDiscover had forgotten about me.
Thank you for continuous correspondence
We realize that you have been waiting on our response to your claim for a significant amount of time and we would like to apologize for this delay. This certainly does not reflect the standard of service you rightly expect from us.
In order to resolve your concern we would like to offer you a payment of in the hope that this pragmatic solution contributes to a positive conclusion of your travel experience. Please note that this offer is without prejudice to the legal and factual situation.
Please provide us with your bank details and your address in order for us to initiate the transfer to your account without further delay. Once received this settlement will be transferred without further notice.
Please allow for some days for the transaction to clear. Thank you in advance for your patience in this respect.
We would be very happy to welcome you aboard a Eurowing Discover flight again soon.
I was happy to learn that Eurowings Discover would pay compensation without me having to fight it. The email didn't include the amount.
I was offered a payment in the hopes that the pragmatic solution will contribute to a positive conclusion of your travel experience. There is a payment of what.
I am not going to agree to an undisclosed amount, but the amount should be 600 euro. They are offering 50 euro. I asked what the amount was after I replied. I hope to have this issue solved by the year 2024.
Many airlines have had delays in responding to customer relations emails. Staffing issues, as well as a lot of people submitting customer service complaints, are to blame.
In the event of operational issues, the EU clearly dictates what compensation passengers are entitled to, but there is no timetable with which airlines have to deliver. I have been trying to resolve this for over six months, and am not much further along than when I began.
I feel like it is a coincidence that Eurowings Discover makes it so difficult to submit feedback and that your information is forwarded to different departments.
What do you want from a low cost carrier? Several routes are being transferred to Eurowings Discover this winter. The passengers who booked standard flights for this winter will end up on EurowingsDiscover.
Eurowings Discover is replacing Lufthansa on some flights. You can expect this level of customer service if things go wrong. I don't think you'll get better customer service at Lufthansa.
It has been an adventure trying to get compensation from Eurowings. It took over six months for an email to be non-automated. If this actually happens, I will post an update.
It's not fun to get any kind of customer service from an airline.
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