It seems all my check-in hassles have been a direct result of Lufthansa not being able to handle online check-in for a code-share on a route operated by BMI, which is odd because the latter has been a subsidary of the former for over a year now, and a partner for even longer. You would have thought in this day and age they would have made it work by now. Anyway, having been fobbed off with various excuses and having to call a sometimes not very helpful helpdesk for my last 12 flights in order to check-in ahead of getting to the airport, yesterday I was finally able to check-in online for my regular flight which departed this afternoon.
The solution it seems, is to book direct with BMI and then check-in on the BMI website which works as you would expect, which is what I did for todays flight.
I have to say that Lufthansa have provided absolutely astonishingly bad levels of customer service over the last 5 months, in many different ways. That includes not responding to complaints raised via their website despite them committing to do so ‘in a few days’, not responding to e-mails to the their customer support e-mail address, sending me a response to someone elses complaint, and being bounced around between call-centers by call-center staff who can’t help. However, my personal favourite is being lied to outright by a UK Support agent who told me that all of Lufthansa’s systems were down and no one could check-in online or over the phone anywhere. I pulled him up on this just to be sure I understood what he was saying, and he confirmed what he had told me – no one could check in anywhere but the airport. Clearly that message hadn’t gotten through to the German Support team who took my call immediately after I hung up from the UK call center, and who managed to check me in no problem.
So, problem solved – don’t fly with Lufthansa.