E-mail to Lufthansa.

Erik Ribsskog <eribsskog@gmail.com>

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Your emails dated 08 ans 27 August 2008 / Feedback number 20627974

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Erik Ribsskog <eribsskog@gmail.com>	Wed, Aug 27, 2008 at 9:54 AM
To: "Feedback.Germany@dlh.de" <Feedback.Germany@dlh.de>
Hi,   I don't think it can be the passengers responsibility, to have the American imigration/holiday-forms with them, on the flight.   I think this sounds a bit odd, since these aren't available everywhere, and many of the passports, eg. from Norway, have an electronic 'visa', to the United States, in them. So I would have liked one the mangers, in your customer-support, to have a look at the whole complaint, if you think that's possible. Yours sincerely, Erik Ribsskog   On 8/27/08, Feedback.Germany@dlh.de <Feedback.Germany@dlh.de> wrote: Dear Mr Ribsskog   Thank you for your email dated 26 August 2008.   To our regret, you obviously did not receive our reply to your earlier writing from 8 August 2008 that we sent to you per email on 19 August 2008. For this reason, we resend our previous letter today with this email.   On 19 August 2008 we wrote:   Dear Mr Ribsskog   Thank you for your email dated 9 August 2008.   We were very sorry to learn about the occurring problems regarding your immigration into the United States on 25 February 2005 and can well understand how upsetting this situation must have been for you.   To our regret, we were unable to research this matter owing to the travel date years ago. We however would like to inform you that usually, necessary immigration forms are in fact handed out on board to Lufthansa passengers travelling to the United States and we are unable to advise why this was obviously not done in your case.   As it is nonetheless unclear if this lapse from our side was in effect the reason for the denial of your entry into the country, we suppose that there might as well have been another cause on hand.   In this context, we wish to enlighten that in general, it is our passengers' own responsibility to provide all relevant travel documents throughout the entire travel in accordance with article 13 of the General Terms and Conditions of Carriage. Otherwise, penalties apply upon arrival for the operating carrier as well as the travelling guest. Thus, any document checks by Lufthansa employees will not release the customer from his self-reliance in order to prevent any penalty in his personal interest and the interest of the respective airline. Your understanding of our position in this matter would be highly appreciated.     Dear Mr Ribsskog, although we are unable to assist your further in this matter, we hope that you will continue to place your trust in Lufthansa and consider our airline for your future travel plans.   Yours sincerely Petra Zimdars   Deutsche Lufthansa AG Customer Relations 33322 Gütersloh Fax: 01805/838005 Sitz der Gesellschaft/Corporate Headquarters: Deutsche Lufthansa Aktiengesellschaft, Köln Registereintragung/Registration: Amtsgericht Köln HR B 2168 Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Dipl.-Ing. Dr.-Ing. E.h. Jürgen Weber Vorstand/Executive Board: Wolfgang Mayrhuber (Vorsitzender/Chairman) Stephan Gemkow Stefan Lauer

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