Lufthansa apologises after viral customer service reply

…to his account. A Lufthansa customer service executive, identified as Flo, responded by pointing out that the airline had already addressed the customer's query through direct messages on other social media platforms. “ We’ve already responded to you numerous times via DM on different social media platforms. The response isn’t going to magically change just because you’re asking the same question on X now ,” Flo told the customer. What might ordinarily have remained a private customer-service exchange quickly gained visibility on X. The response was viewed 14.7 million times, according to the details shared around the…

…that customers should not repeatedly raise the same complaint across multiple platforms after receiving a response. Lufthansa subsequently apologised for the response and acknowledged the customer's frustration. “ We sincerely apologise for our last reply to you - this is not the way we treat our passengers. We understand your frustration in this matter and are doing everything we can to speed up the process. We will get back to you as soon as possible ,” Lufthansa said in a follow-up post. The apology came after the response attracted criticism online, including accusations that the tone was “arrogant”. One X user wrote, “Regardless of the scenario, regardless of how…