Unacceptable incident
Dear Air Dolomiti Customer Relations Team,
We are writing to formally express our strong dissatisfaction regarding a completely unacceptable incident that occurred on September 1st, 2025, on your flight from Frankfurt (FRA) to Turin (TRN), operated by Air Dolomiti on behalf of Lufthansa.
We were traveling as confirmed ticket holders (as Lufthansa employees‘ tickets), with issued boarding passes, assigned seats, and checked luggage. We were present at the gate well ahead of departure — seated and waiting approximately 10 minutes prior to scheduled boarding.
Despite fulfilling all requirements and holding valid documentation, we were suddenly and summarily informed at the gate that we would not be allowed to board. The reason provided by Air Dolomiti ground staff was appalling: we were being removed from the flight to make room for full-fare paying passengers. It was made very clear to us that as Lufthansa employees‘ tickets on travel, we had no boarding priority whatsoever — not even with confirmed, ticketed seats and boarding passes already issued.
This conduct is absolutely unprofessional, discriminatory, and deeply disrespectful — both towards passengers and towards your own codeshare and alliance partners. The fact that we were denied boarding with no prior notice, no compensation, and no alternative offered on the spot is beyond comprehension.
To be clear: this was not a case of standby travel or overbooking uncertainty. We were confirmed, ticketed passengerswith assigned seats. Your decision to bump us at the last moment for commercial reasons shows utter disregard for customer service, reliability, and professional courtesy.