Lufthansa — Unused return fare New York - Warsaw

Address:

Lufthansa Airlines, Koeln, Germany

I hope that this email will be read by a person who suffered the loss of a loved one and understands my pain related to prolonging the refund for my ticket.
In October of 2019 I went to visit my family in North America and
flew with your airlines. While on holiday I learned that my Father
( 91 years) was diagnosed with cancer and was in danger of imminent death.(hospital documentation and death notice were sent to your office).
I informed Lufthansa that I could not use my return ticket a day before my departure.
I bought the return ticket for the same day, as there were no Lufthansa flights that day, and immediately returned to Warsaw. My Father passed away soon after my arrival and I was able to be with him for a short time.
After my arrival, I immediately applied for my refund which, as I was told, would be given to me with a slight delay. I also received a letter of apology for a delay in processing. No mention of denial.
I was patiently waiting for my refund. However, a year later I received a "nameless email"
telling me that my refund was denied, after over a year of waiting. This situation is unacceptable
for me and I am asking you to review your regulations as pertaining to my refund request. Below is the second email which I received from the address below.
Please provide me with a more specific, signed justification and quote a specific paragraph
which states "that EMD is non refundable as per fare rule" when a passenger informed you 24 hrs before the departure time. As an airline you were aware of a free seat in your reservation system 24 hrs before the departure.
Lack of an acceptable response within 30 days will result in further escalation of this complaint.

[protected]

------ Wiadomość przekazana dalej ------
Od: Lufthansa Refund Team
Data: śr., 23.12.2020 o 16:19
Temat: Rejection of refund request// FB ID 34750019

THIS IS AUTOMATICALLY GENERATED MESSAGE.

Dear Customer,

Thank you for contacting our Customer Relations Department and for your patience

while awaiting our response.

Please be advised that we have verified your refund request regarding ticket

number 220-[protected].

We would like to inform you that EMD is non refundable as per fare rule.

We realize that this may not be the response you wished but we hope that this

experience will not prevent you from making your future travel plans with

Lufthansa.

In case of questions please do not hesitate to contact us via

Customer.[protected]@lufthansa.com.

Yours sincerely,

Lufthansa German Airlines