Thank you for your comments Alan.

The reason for booking with Lufthansa was due to the limited options at the time of making the booking - and a belief Lufthansa would offer a good service.

My feeling of being let down is not whether or not Lufthansa have a legal responsibility - but that they gave me a clear pledge that my additional costs (which I kept to a minimum) would be reimbursed. They have now gone back on that - which I do not consider to be moral or acceptable. It is also interesting to note that the total I am looking to them to settle is less a quarter of the total fare paid.

I am very sorry to hear of your woes but who thought of flying from London to Geneva via Frankfurt? With 20 or more direct flights a day, taking an hour and a half at most, I cannot see any logic in going via anywhere else.

Having said that, I think you are dependent on a good will gesture, since no airline guarantees arrival times and providing the airline got you to the destination, they have fulfilled their part of the contract.

I presume you were delayed due to weather, there are EU Regulations that deal with cancellation and overbookings, if it really was unexpected weather, all they have to do is look aftrer you and get you to your destination, which they appear to have done. There is a company called something like EU Claims who will take the claim up, no doubt for part of any recovery, but I not convinced, unless the airline wants to be generous, that you have any rights in this case, sorry

What a disappointment Lufthansa has proven to be. We went skiing at the half-term in February, and booked flights from Heathrow to Geneva, changing at Frankfurt.

Originally we wondered if the transfer time at Frankfurt would be enough – and so called Lufthansa to check – to be assured that Lufthansa was so well organised, that we would have no problems. Unfortunately things were not so problem free!

The flight out from Heathrow was delayed – but we were told the connection would also be delayed, so we should still catch it. Due to the plane not taxiing to the gate, but the other side of the airport, then a very long delay to get through security (which we had already gone through in London), we rushed to the gate to find we had missed the flight by about 15 minutes. We got booked onto another flight – and set off to the other end of the airport – to find on the way that flight had been cancelled. After a long wait, much more uncertainty, and misinformation (and another passing through security) we eventually flew (on another delayed flight). We arrived at Geneva 5½ hours late for our pickup, and had to arrange our own transport to the resort.

At Frankfurt a member of Lufthansa staff had confirmed that the airline would reimburse any additional costs to get to our destination.

The return flights were also delayed – but in comparison, they don’t warrant reporting.

The day after we got home I contacted Lufthansa to report the problems – and to claim those extra expenses. That is where the real frustration started. Firstly, if you have an issue to raise, Lufthansa do not provide a telephone contact. Either you can write to a PO Box in Liverpool, or leave a comment on the website. I tried the website (repeatedly) and heard nothing for several weeks. Eventually I did get a reply, and was encouraged to be told that Lufthansa “pledge to reimburse completely the extra fees”. I had to send the receipts in – not to London, Frankfurt or Liverpool, but Ireland – which I did. There was another long delay, several chasing emails, and eventually a letter back. Although it had taken 11 weeks, was very apologetic, and acknowledged that the service had been unacceptable, the sting in the tail was to be told that the pledge I had received was a mistake, and they would not be reimbursing me for those costs.

I am dismayed – though I will continue to try to persuade Lufthansa to fulfil their promise.

Can you help me?

Thank you