I think it’s more likely to be one of two things. Or both. Cause it wouldn’t make sense for Lufthansa to only have that for US customers. The ADA requires it, but Canada and the EU have really similar rules. .com is the US website.
First this person might not have or be in the habit of using TTY systems. It’s less common and visible than used to be. Even hearing people use phone systems way less often these days. Or maybe they looked and just didn’t find it.
Second Twitter is not customer service. I wouldn’t neccisarily expect social media managers, who are there for marketing, to be totally aware of and involved in customer service systems. Generally a lot of people are just totally unware of this sort thing. They may be vaguely aware that the phone system has some sort of thing for the hearing impaired.
So on that front it’d just be a failure to specify or point the person at the TTY number.
It would be better in this day and age for Lufthansa to have some sort of chat setup for customer service. And I’m willing bet that bit about the TTY isn’t listed on whatever page was pointing the customer to the customer service line.
That seems to be a big thing with accessibility these days. Systems will be in place. But no one puts thought into how easy it is to find, whether it’s practical to use. And awareness is just zip.
