Weird3 min(s) read
Lufthansa has issued a statement after a snarky reply to a customer sparked outrage online.
The airline came under fire after a frustrated passenger took to X to complain that the approved payment had still not been credited to their account.
They tagged Lufthansa and urged the airline to "process Case C-999983-G1X8 IMMEDIATELY!"
Instead of offering an apology or directing them to further support, the airline representative, identified as Flo, fired back with a snarky response.
"We’ve already responded to you numerous times via DM on different social media platforms. The response isn’t going to magically change just because you’re asking the same question on X now. /Flo," they said.
The response, which was shared on September 22, exploded online. It amassed 17.3M views and led to widespread criticism on the platform.
Some users accused Lufthansa of handling the complaint in an unprofessional manner.
"Regardless of the scenario, regardless of how much passengers can be a pain to deal with, this is NOT how a multi-billion-dollar airline group should handle customer service, no matter how right they are," one user said.
Another slammed: "What a poor & unprofessional response. Regardless of what the individual situation with the passenger might look like or how badly they actually might behave: it’s just embarrassing to handle a customer claim in such an inappropriate & arrogant manner."
Luthansa later walked back and apologized directly to the customer.
"We sincerely apologize for our last reply to you - this is not the way we treat our passengers. We understand your frustration in this matter and are doing everything we can to speed up the process. We will get back to you as soon as possible," they penned.
However, not everyone thought the original reply was out of line.
One person defended the representative, writing: "Honestly this is the direction customer service needs to move to. Entitled a***ole customers need putting in their place instead of being pandered to."
A second chimed in: "I might be a weirdo but I actually prefer this response, some customers/clients deserve this response."
Lufthansa is not the first airline to go viral for issuing brutal responses.
Ryanair previously sparked outrage after a passenger complained about the "window seat" she had paid for.
She shared a snap of the seat next to what seems to be a tiny opening and wrote in the caption: "Seriously @Ryanair I paid for the window seat."
The airline then responded cheekily by sending her photo back, this time with a red circle around the small hole, implying it was the window. The comment divided users.
"OMG haha, I hate Ryanair but I love Ryanair," one person wrote. Another defended the company, saying: "There’s no such thing as customer service anymore and it’s great."
However, not everyone was impressed. "So unprofessional to publicly belittle a customer for their complaint for Twitter likes," one person blasted.
Another simply said: "Someone needs to be fired."
