Dear Mr Olsson,
Thank you for your email dated 6 August and 12 August 2013 and for your patience whilst awaiting our response.
We are sorry that our previous correspondence did not meet your expectations. It was certainly not our intention to disappoint you. We appreciate this opportunity to further clarify our position in this matter.
As requested here is the information of all previous flights that day with the aircraft that was used for flight LH1239. The first leg was LH820 from Frankfurt to Gothenburg, was delayed for 10 minutes due to aircraft change for reasons other than technical. The next leg was LH900 going to Frankfurt to London was delayed for 24 minutes due to crew late boarding and unloading due to missing passenger. Next leg was LH901 from London to Frankfurt was delayed for 56 minutes due to late arrival of the aircraft from another flight or previous sector. The following flight on LH1238 from Frankfurt to Vienna was delayed for 55 minutes and your flight LH1239 delay for 58 minutes because of late arrival due departure delay at previous station,
In the case where a flight has to be delayed due to exceptional circumstances the regulations of the European Union do not specify any compensation; however, they do stipulate that care amenities such as meal vouchers must be provided for passengers waiting for a period of two or more hours depending on the distance to their destination.
Regarding for your concern about the boarding light, allow us to kindly explain that we do not have control over local airport facilities. We regret if this misled you to believe that your flight was still taking off as scheduled.
We realise that this may not be the response you were anticipating; however, we hope for your understanding that we are obliged to adhere to the applicable regulations in this matter.
Despite your recent negative experience we do hope that you will give us the opportunity to regain your full confidence in our service by choosing to fly with Lufthansa again.
