The exchange began when a passenger, by the name Baku Man on X, tagged Lufthansa and asked why the airline was not responding to his messages and emails. He claimed that his payment had already been approved but he was still waiting for the money to reach his bank account.
“Why are you ignoring my messages and emails @lufthansa? You approved our payment months ago, yet you dodge responsibility and act unlawfully! Shame on you!” the passenger wrote. He also asked the airline to process his case, C-999983-G1X8, immediately.
Why are you ignoring my messages and emails @lufthansa ? You approved our payment months ago, yet you dodge responsibility and act unlawfully! Shame on you! Answer your emails and process Case C-999983-G1X8 IMMEDIATELY!
— baku man (@AQululu66418) September 22, 2026
Lufthansa replied that its team had already responded to him several times through direct messages on different 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,” the airline said.
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
— Lufthansa (@lufthansa) September 22, 2026
The reply soon became the focus of the conversation.
The passenger then hit back, saying he was not asking for a different response but wanted Lufthansa to release the money it had already approved.
“I don’t need a magic response, Flo – I need Lufthansa to pay the money you APPROVED,” he wrote, adding, “Your DM responses haven’t changed because you refuse to resolve. Stop arguing on social media and tell Customer Relations to process our payout!”
I don’t need a magic response, Flo — I need Lufthansa to pay the money you APPROVED . Your DM responses haven’t changed because you refuse to resolve. Stop arguing on social media and tell Customer Relations to process our payout!
— baku man (@AQululu66418) September 22, 2026
Lufthansa later apologised for its response and said the exchange was not how it expected its passengers to be treated. “We sincerely apologise for our last reply to you – this is not the way we treat our passengers,” the airline said.
The airline also said it understood the passenger’s frustration and was doing everything it could to speed up the process. It promised to get back to him as soon as possible.”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,” it wrote.
The passenger accepted the apology but continued to ask Lufthansa to complete the payment. “Thank you for your apology. I appreciate it. Now, I kindly ask you to take the next step and have Customer Relations, finalise my approved payment,” he wrote.
Thank you for your apology. I appreciate it. Now I kindly ask you to take the next step and have Customer Relations finalize my approved payment. Nearly 10 million people have seen this post. Did not a single staff member have 2 minutes to reply to my emails over all this time?
— baku man (@AQululu66418) September 23, 2026
He also said that nearly 10 million people had seen the post and questioned whether no staff member had been able to respond to his emails during that period. He wrote, “Did not a single staff member have 2 minutes to reply to my emails over all this time?”
