Lufthansa — Unsatisfied and incovinient travel

Address:

Södra kyrkvägen 11A

To custemer service in Lufthansa

My name is Narges Khosravi Nejad Tehrani and I have recently experienced a disastrous travel experience when I had a round trip from Sweden to Germany, to meet up with my siblings whom I have not met in a long time due to the pandemic. I have problem with my back, which is why I spent extra money to find the most comfortable and quickest trip from Gothenburg to Nuremberg.
I would was on Lufthansa Flight 813 from Gothenburg, July 8 this year at 10:20 AM and would arrive in Frankfurt at 12:25 and from where I was supposed to take Flight LH 144 at 13:10 and arrive in Nuremberg at 13:50. I have paid to check in my luggage all the way to Nuremberg. Two days before the trip, I was told that my plane between Frankfurt to Nuremberg is cancelled and I will be contacted with another itinerary.
I had not been contacted during that time and got no response either from Lufthansa support or anyone in the airport when I tried to reach out to them.
I worried for two days about the trip, when my son followed the instructions you emailed about checking the booking at Lufthansa website it returned that the flight did not exist, there was no such booking number although it is the same one you emailed me, when the booking was confirmed. There was not much more we could do so, I arrived at landvetter airport already at 7:30 am to have time to talk to the Lufthansa staff and look at their solution. After a long time that they could not manage to contact the Lufthansa central, I was told that I had to get by train from Frankfurt to Nuremberg, something that was very difficult for me considering that I had luggage and had back pain already as it was, which I explained to them.
When I saw that this is the only solution to get there to see my family and not to waste my vacation, I was left with no other option, they told me I had to make an appeal to you for a refund/compensation and proceed with the trip as is. Time passed and at about 9am the checking staff told me that my flight has been delayed from 10:20 am to 2:45 pm, though I had a reserved seat on that flight and it was not cancelled. I was forced that day to stay in the airport from 7:30 to 15:15 with that flight also being delayed. Because of that delay, I missed the 5:36 p.m. train after all, running and stressing in search of the luggage and dropping it around in the grand halls of Frankfurt airport. The next train was 18:40 and I was almost paralyzed of all the backpain and suffering during the long journey, I arrived in Nuremberg at 21:09.
This backpain however got worse and lasted for many days.
My return trip didn't rather get better, I was supposed to travel, July 19 at 6:10am from Nuremberg Airport and arrive in Gothenburg at 9:40am with a stopover in Frankfurt the flight from Nuremberg to Frankfurt was cancelled and once again I had to take the train, at this moment I felt so bad that I at first refused to take the train trying to explain my back pain, nonetheless there was not much I could do. I missed my family back home and didn’t want to risk missing the flight from Frankfurt so I took the train at 05:35am.
The nightmare was not over, as we boarded the aircraft in Frankfurt there was a long delay where we had to sit in the aircraft for over an hour and a half, my back was starting to hurt even more I could not sit still. Almost worse than the train trip itself. This experience will haunt me for my next trips, an experience I never wish upon anyone. I did not pay all this money to spend majority of the trip on a train, having to carry the luggages by myself. As if that was not enough, I also lost two vacation days, 2 days where I had to rest due to my back pain instead of actually enjoying it with my siblings.
I expected Lufthansa to contact us passengers and try to make amends for the chaos that caused, but not a single word and for this I am truly disappointed. I am writing to you because I want some answers, I want some compensation for the horrible experience that I had to go through, Even a full refund would not be enough to compensate this awful and painful experience that I was put through, but atleast an explanation and a compensation could show that this experience is something even Lufthansa will not accept for any of their customers, and I hope that you can gain the trust of your customers again and that this will not happen again.
Narges Khosravi Nejad Tehrani
Tel nr:[protected]