Does Lufthansa have customer service?

by on July 3, 2006 at 7:22 pm in Travels | Permalink

Lufthansa, HELP!

Poor Yana [Chernyak] is stuck in Nice, France without her luggage, which was "misplaced" somewhere in transit, apparently in Munich.  No one in Lufthansa, Europe will take calls or help her.  Lufthansa, USA passes the buck to the European offices.

The phone number given for Lufthansa, Nice — 0 826 103 334 — does not work from outside the country of France. 

Lufthansa, HELP, HELP, HELP!  Es gibt die deutsche Wertarbeit, nicht wahr?  Ist die Wirtschaftswunder schon so schnell vorbei?  Lufthansa, can you please help?  Does anyone from Lufthansa read this blog?

Zu Hilfe!  Arme Yana…

Chairman Mao July 3, 2006 at 8:04 pm

Delayed baggage should be reported to a Lufthansa representative immediately after the arrival of your Lufthansa operated flight. Upon obtaining the necessary baggage information (description) from you, the details are entered into a worldwide computerized baggage tracing system. At this point, baggage is usually located within 24-48 hours.

After you have advised the Lufthansa representative that your bag(s) has been delayed and received a file reference number, click here to check the status of your bag.

If you have not received a file reference number, you may contact the Noth American Baggage Call Center at 1 877 234-3449 or the Baggage Tracing office at the airport you arrived in.

If your baggage has not been located within 3 to 5 days, an extended computer search may be necessary. We therefore need you to complete the detailed list of contents, then mail or fax it to the address provided on the form.

From : http://www.lufthansa.com/online/portal/lh/us/info_services/travel_preparation?l=en&nodeid=999614

Also: Lufthansa is part of Star Alliance. United Airlines might be able to help.

Viel Glück!!

RSaunders July 3, 2006 at 9:53 pm

I had a similar domestic problem last week, though Delta was sort of helpful. My question is this: how hard would it be for them to implement a baggage tracking system like FedEx numbers? Sure, probably more baggage is shipped daily than FedEx packages, but just store a bigger number (or alphanumeric) and after a certain point numbers become reusable.

If it’s a capacity/technology problem for the airlines (e.g., this is out of our area of expertise), couldn’t FedEx or UPS offer (spelled s-e-l-l) this as a service to airlines (or an airline willing to be first to provide a “no lost luggage guarantee”)? Or am I just being obtuse?

Ennis July 3, 2006 at 11:38 pm

Not that it helps you, but Lufthansa is one of the few airlines in the world that I will no longer fly because they went out of their way to be unhelpful to me at several junctures. I rank service by Lufthansa on par with that of the late (and not much lamented) Air Afrique.

Peter Clay July 4, 2006 at 4:58 am

Surely it’s covered by insurance?

Silas Barta July 4, 2006 at 11:32 am

Martin Kelly: You have got to be kidding me. Because someone didn’t do a check she couldn’t have possibly known to do, she has only herself to blame for what should be an easy task. I mean, how hard can keeping luggage with a passenger be? How could it possibly happen this often? Don’t kid yourself that it’s difficult — a trained monkey could move the luggage to the appropriate planes.

This is the exact same mentality I saw with Linux users when I tried to switch to Ubuntu. “Hey, you were supposed to downloan the Live CD too (even though the instructions said nothing about this), so it’s your own damn fault you tried this OS and don’t expect any help from us.”

Sameer Parekh July 4, 2006 at 12:37 pm

Oh, and I’ll add that the fact that Martin Kelly has managed to stay in the customer service industry for 19 years with an attitude like that is clearly an example of what is wrong.

(Apologies for the typos, something is wrong where I can’t see half of the comment text entry box on my screen.)

Peter Schaeffer July 4, 2006 at 6:03 pm

Folks, checking bags should be regarded as the moral equivalent of donating them. Don’t complain about the consequences of such inappropriate conduct. Take personal responsibility for the consequences. Don’t whine.

David Wright July 5, 2006 at 1:39 am

Anon: British Airways gets my 2 cents.

They usually overlook my slighltly-over-weight-limit bags. When I was in danger of missing a connection at LHR, they met me at the gate and ferried me across the tarmac to my next flight. (I was flying economy.) And their Indian meals are actually pretty good (as airline food goes).

Ennis July 5, 2006 at 9:29 am

Tyler, any news?

I’ve had very good luck with KLM, and decent luck with BA.

Rajesh July 19, 2006 at 5:13 pm

I want to share my frustration with Lufthansa..

Lufthansa SUCKS!!!!

They dont even have a proper Customer Care # in their website.. the only # listed (you can find it only with lot of patience) will always put you on hold. The flight travel too is very uncomfortable.

amar nath kapur August 8, 2006 at 3:15 pm

the lufthansa flt from newdelhi to detroit on the 22nd june 06 was a horrifying experience.this was the first time we were traveling in lufthansa istead of KLM.I am 72, with two heart surgeries,parkinson,prostrate and fractured lumber one bone.while i could not bend back due to this the passenger ahead of me bent his seat fully.I was in the middle seat and due to prostrate problem it was getting difficult to go to toilet often.i requested many tomes but in vein to change my seat.now again we are booked for our flt from detroit to india on the 24th sept06 and we wanted front seats to get proper leg space but to send them a mail is impossible because they always say send the same in proper formet but they dont tell which is the proper formet.to create your own profile is again so difficult ,some time they give different no and some time different user-id/pass word. .i request the airline to find a solution in such cases

amar nath kapur August 8, 2006 at 3:15 pm

the lufthansa flt from newdelhi to detroit on the 22nd june 06 was a horrifying experience.this was the first time we were traveling in lufthansa istead of KLM.I am 72, with two heart surgeries,parkinson,prostrate and fractured lumber one bone.while i could not bend back due to this the passenger ahead of me bent his seat fully.I was in the middle seat and due to prostrate problem it was getting difficult to go to toilet often.i requested many tomes but in vein to change my seat.now again we are booked for our flt from detroit to india on the 24th sept06 and we wanted front seats to get proper leg space but to send them a mail is impossible because they always say send the same in proper formet but they dont tell which is the proper formet.to create your own profile is again so difficult ,some time they give different no and some time different user-id/pass word. .i request the airline to find a solution in such cases

M Tiwari September 16, 2006 at 12:27 pm

I arrived at 12 am on a recent flight from Chicago to Delhi and was stranded without my luggage. Non Indian passengers were immediately given a interim relief of 75 pounds and the BA manager Sumer Adhlaka (sumer.adlakha@ba.com) stated that this policy was not applicable to Indian nationals. I informed him that I was to travel to Chennai next morning and was stranded because my luggage and essential items (tooth brush, etc) did not arrive. The attendant at the counter (I think her name was Aman – misbehaved and was extremely rude). I called for Sumer as the manager on that night. Sumer did not explain the policy clearly to me once telling me that I could submit bills and then telling me that even this would not be applicable. Inspite of repeated requests BA gave me neither the interim relief nor did they tell me the policy clearly.

I subsequently received my luggage 19 hours later in broken condition – one wheel of my suitcase broken and a lock as well. Some of the articles purchased a couple of days before my travel were damaged (inspite of fragile tag on the case).

No apology or reimbursement happened. The differential treatment to Indian/non Indian passengers was not explained.

Lufthansa is just shit! October 2, 2006 at 4:02 am

Have lost my baggage 3 times and was forced to wait 1 hour in Frankfurt for next flight where they lost my bag. External company who delivers baggage is unreliable and had us waiting 7 hours until midnight to deliver baggage to no avail. Baggage arrives two days later after desperately waiting. Customer Care gives out numbers that are disconnected. Changing my airlines to Swiss from now on.

Erik Ayers October 18, 2006 at 8:30 pm

Luftansa is Is the Worst!!!

I sent this note to Customer Service months ago. NO response still. Anyone every been able to get a person on teh line?

“Nice trip ending is disappointment and anger.

Travelers have come accustomed to some of the inconvieniences resulting from today’s need for increased security, however. Regardless of threat level there is no excuse for deliberate rummaging of customers’ bags, gross mishandling and potential theft.

My bag was the last of all bags coming off the conveyor belt in Dulles after flight LH414 on September 7, 2006.

My wife’s bag came off the belt quickly. Interestingly, mine was literally the last off the belt. When the bag came down the belt I noticed one pair of my underwear lying on top of the handle. Perplexed, I took the underwear off the top of my suitcase and grabbed the handle to pull the suitcase off the belt. As I did the entire contents of my suitcase spilled onto the still rotating belt and floor. Everything from my clothes, toiletries, etc. went around the belt and onto the floor. I quickly realized that the suitcase was completely unzipped when it came down the belt from the baggage handling area. Not only was it unzipped, but one of the two zippers was entirely missing.

There is no way my things could have remained in the suitcase while in flight or during transit from the plane to the luggage carousel with the suitcase completely unzipped like it was when I retrieved it. I quickly realized that the bag must have been unzipped between the plane and belt and more likely close to the point when the suitcase was loaded onto the belt. I was also suspicious as to why it would not have been taped had there been damage to the bag as a result of poor handling. It was starting to look like a deliberate act in my opinion, and the opinion of a number of your agents and duty manager.

The big deal is the fact that unfortunately my Tag Huer watch was missing from the suitcase. It was placed in the suitcase when we left Vienna for IAD in one of two internal pockets (yes a mistake to do, but come on, can’t I have a little confidence i nteh system). It put it there when we first arrived on our vacation in Prague and made note of its whereabouts before we left Vienna. You can imagine my dismay when I started to piece together the luggage fiasco with the fact that my watch was missing. I am having a very hard time not coming to the conclusion that my bag was rummaged, damaged and watch stolen from the time my bag was loaded off the plane in Dulles to the time it arrived at the luggage belt number 4.

I can’t imagine that this is something that happens with your airline often. If there is a track record at Dulles or elsewhere I truly hope that you make it a priority to better train luggage handlers, improve quality control and oversight and fire people who are caught deliberately mishandling customers’ baggage. I have a number of pictures showing the contents of my suitcase all over the place before going through customs. If you would like to see them please respond to erik.ayers@verizon.net. I am available to answer any questions you may have bout the watch, the overall situation, etc. I do hope that you will take the time to respond with immediacy. This is not just another situation of a damaged bag.

I will say that the attendants and manger on duty handled the situation the best they could and it was appreciated.

Erik Ayers”

10/19/06…STILL NO RESPONSE!!

Luthansa Employee January 1, 2007 at 8:58 am

as a Lufthansa employee i dont have to say that we usually have to take on more than enough of our share of rude passengers but i would like to try ad put some points across…

Most of the problems that do arise from baggage going missing do not happen because of Lufthansa as a company or it’s employees, if passengers actually took the time to think about it, every airline have their emplyees as their ticket desks, check-ins and boading gates in the airport, everything else is actually handled by ground staff which is from the airport itself.

As every airline, Lufthansa takes responsability for their passengers luggage and of course tries to have it with the passenger in the same flght as themselves and if something happens then to be returned as soon as possible, but before you blame an airline for something that (although we take responsability) is not their direct fault try and think about it a bit.

In regards to contacting Lufthansa Customer Relations Department it cant be much easier, go to the web site, press contact and information and on the appropriate form make your complain know, sorry if we took 2 nminutes of your life.

carolina January 24, 2007 at 1:39 pm

FYI: We just returned from a trip to Europe via Lufthansa. They lost our bags for 4 days somewhere between London and Germany and informed us they would reimburse us for 50% of expenses to replace missing items (i.e. clothes, personal articles). You must submit receipts for all purchases to : Customer Relations Department 1640 Hempstead Turnpike, East Meadow, NY 11554. Reference your baggage file #, give contact info (name, address, phone) and they will process your request. No need for 30 forms in triplicate.

Ellen June 21, 2007 at 2:31 pm

Hi everyone, I’ve just entered the hell of lost baggage recovery from Lufthansa. It’s been five days since my suitcase (but not my husband or daughter’s bags) went missing on a two-stage flight from Rome to Munich to Boston. The bag apparently never got on the flight from Rome. (To complicate matters, the Rome-Munich flight had mechanical problems, we missed the transatlantic connection and spent the night in Munich, returning home the next day.)
To date, there has been no sign of my bag and I’ve been frustrated about only being able to deal with the call center. And, like all of you, there seemed to be no way to get hold of Customer Relations in person. However, being a former newspaper writer and therefore accustomed to tracking down people, I finally did succeed in finding the Customer Relations department at 1640 Hempstead Turnpike, East Meadow, NY 11554 (Long Island). The US corporate Director of Marketing and Customer Relations is Marcus Casey and the main phone number is 516-296-9200. (I haven’t been able to reach him yet. But I will). However, I also found the Customer Relations office and a direct line: 516-296-9650. That number will offer you lots of options (including going back to the Call Center). Take the last option which will send you to a real human. I talked to Margaret. She was informative if not particularly warm and fuzzy.
I’ll keep you posted on the progress of getting my bag back.

Casey July 24, 2007 at 1:07 pm

Friends who visited us from Europe just returned there via Lufthansa, but their bags were lost enroute. Their first leg in the U.S. was with United and that airline’s officials were very helpful, polite and efficient, confirming that the luggage had been turned over to Lufthansa. But my calls to Lufthansa, on the other hand, were met with cold indifference. Its customer representative in the lost luggage division was hostile, interrupted loudly, talked over me, and flatly refused to help.

How difficult can this be... August 20, 2007 at 11:00 pm

I have a relative who has been employed by LH for many decades. I flew business – and even then it happened. I arrived from Germany at a U.S. destination. My suitcase did not make it but was confirmed on the same flight the next day. Then, after a confirmed arrival, a luggage conveyer belt broke at the airport, according to Lufthansa officials, and subsequently, the suitcase was taken away by a United Airlines employee and put on another belt. It has been missing since. 3 days and counting. Worse than LH’s incompetence in handling the retrieval attempts of the suitcase is the mindboggling incompetence of Star Alliance partner United and the airport officials of this major US city. No phone numbers to call, no relevant information, no admittance that the luggage is lost, no plan to find it. “We are trying to locate the suitcase,” was LH’s comment. “You are doing great,” was the airport official’s coaching of my concern for the contents of the suitcase. “Your number is not in our system,” was United’s response. What utter nonsense! These companies ought to be sued until they are black and blue.

Logan V September 1, 2007 at 9:35 pm

I had a very bad experience with Lufthansa. I don’t know how this airlines is still in the bussiness. The customer serice is horrible and rude!!! They don’t have the concept of customer service. They act like government officials in a third world country. I will never ever fly on Lufthnsa and advice you not to fly with that airlines if you have another choice.

Jonas February 18, 2008 at 4:16 pm

Has anyone actually received a reply from Lufthansa after posting complaints on their website or via the fax number they put up there?

MargaretChmiel March 7, 2008 at 11:43 am

I had the worst experience of my life with Lufthansa! On Feb. 10, 2008 I was returning back to Libya from Frankfurt and they refused to let me board the plane saying I didn’t have the correct translation in my passport. I do in fact have the translation AND residence. I had just used it to travel to and from the USA one month earlier! On top of missing my flight and having to pay an extra $1,000. to book another flight to get me into Malta and connect to Libya the Lufthansa attendant was the RUDEST person I have ever dealt with in my life!!! I’m certain she was prejudice and was not at all interested to be working this flight, so my thinking is :Lufthansa should take care to place their people so they do not project such a horrid image of themselves and the German people! I have tried to place complaints about the attendant but have gotten the run around. I have my own business and thats why I travel there every year to go to the TOY FAIR in Nurnberg (which I will not attend next year because of this) and if I had an employee like A. MARTINS I would fire her in a second!!!!!!!! No company gets ahead with people like that working for them! I will never travel with Lufthansa again and I have for years!!!!!!

Luccasso April 7, 2008 at 9:23 am

I will NEVER recommend this airline to anyone, nor I will fly it myself. My disabled 72 yo mother, was flying from Poland connecting in Frankfurt and Denver to San Antonio. The flight from Frankfurt took off 5 hours late, and of course my mother did not catch the flight to San Antonio. She should have been in SAT at 8pm. I never got ANY phone call from the airline letting me know that the flight from FRA is delayed and would not know anything if I wasn’t checking the real time flight tracker. When I called Lufthansa I was told that my mother will arrive in SAT at 11 pm instead. As I was about to go to the airport I got a phone call-again, not from the airline, but from a Sky-cap guy who told me my mother is stuck in Denver for the night. She does not speak English and has been left without help in the middle of nowhere as the guy told me. She was expected to go to the hotel on her own, leave the wheelchair I have ordered behind, and walk even though she could not. She was expected to get on the right bus, get off the bus, then wake up in the morning and get to the airport by herself carrying two 72 pounds suitcases. She does not speak English and would never make it to SAT if I did not give her a note saying “Please call my daughter if there is a problem”. She was lucky to have the passenger from the Lufhtansa flight to help her to the hotel with the bags. LUFTHANSA service is horrible.

Kim Rowell May 14, 2008 at 10:28 am

Please help!!! Lufthansa!!! Your customer service is terrible. I have now called your help line three times, to try and change the return date of my flight. Each time I’ve been put on hold for up to an hour, at which point I’ve given up waiting? Is there even anyone there to pick up the phone at the other end? Please help!!

elroycanard July 16, 2008 at 11:20 am

I have just (it is 16th July) received a response to a fax I sent on the 4th June to Lufthansa. I have still to receive any response to the emails (through the web site) and phone calls and letter I sent on that date. Does anyone know how the email address is constructed within Lufthansa? firstname.lastname@lufthansa.com doesn’t work, so how do they do it?

Any information welcome.

anonymous September 3, 2008 at 7:09 pm

dont fly Lufthansa!!!!!!!!! They said that our luggage was on a different flight gave us a reference number. We got our luggage delivered to us on the 3rd day empty. All the contents inside were stolen. There is no limit liquids on the baggage you check in, but our liquor cookies everything was gone!!!!!!!! When i called them they said there was nothing they can do. i will never fly with them ever again and will tell everyone i know

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MIRZA MANZOOR BAIG December 31, 2008 at 1:33 am

REMINDER

Dear Sir,
I, Mirza Manzoor Baig hereby bring under your kind notice that my family has flight for Stockholm via your airline Lufthansa, Itinerary No. 1A/4B9QMY. Following are the details of my family members:-

1- Mrs. Seerat Baig (Wife) —— Passport No. AA3927511
2- Miss Roha Baig (Daughter) —— Passport No. AA3929681
3- Miss Maha Baig (Daughter) —— Passport No. AA3921691

Keeping all above in your mind, my family has faced a serious problem while flying through Lufthansa Airline, which I enumerated below:-

At the time of returning to native country i.e. 1st August, 2008, the Lufthansa Airline canceled their flight. The issue was that the Lufthansa Airlines workers were on STRIKE. In this way my family lost one day to reach Karachi.

On next day i.e 2nd August, 2008, Lufthansa has arranged a flight from Stockholm to London for my family which was out of route.

My family was issued boarding passes of 11:10 AM from Stockholm for a flight towards London.

In the mean time, the flight delayed due to some technical problem in the plane and it was arrived at 01:30 PM which was very problematic for my family leaved there lonely with their own expenses.

Overall my family has reached Karachi on 3rd August, 2008 by the Grace of God with fears over their faces and a serious experiment with Lufthansa Airlines.

We have flight many times with Lufthansa and we were observed that it is a better airline to fly. But this time, it is difficult to say rather good or terrible.

All above I wrote only to inform or to draw your kind attention towards my family they faced. They have reached late here in Karachi, my all time table and onward schedules disturbed as wall as its effect my daughter’s education activities.

I hope you consider my case and you with me and assure us not to repeat this again in future to face any serious trouble and problem for me an my family.

Thanking you,
Sincerely,

Mirza Manzoor Baig

Adolf January 19, 2009 at 2:45 am

Nazi Airline, no difference between Aushvitz and Lufthansa service.

No room leg,
vulgar employees,
abandoned passengers,
damaged, lost or stollen luggage!

vasavi July 13, 2009 at 10:44 am

Hi, I also have a very bad experience with Lufthansa. Recently travelled from Bangalore to Helsinki with 2 kids and i had unaccompanied baggage booked in Bangalore. The Lufthansa offices in delhi are so pathetic that they are not giving my departure certificate since a week for the shipping agency to send me the goods. My kids are sufferring due to the negligence of Lufthansa offices in India not having the necessary woolen and other clothing needed. Shame on Lufthansa service.

jayaprakash September 16, 2010 at 1:46 pm

chennai (Madras) (MAA) to Panama City (PTY): Wed 2 Feb
Departure Arrival Flight Duration Cabin
Chennai (Madras)
01:50 Frankfurt
07:40 LH759 28h08 Economy
Frankfurt
10:15 Caracas
15:25 LH534 Economy
Caracas
17:33 Panama City
19:28 CM225Operated by Copa Airlines Economy

From frankfurt if my flight doesnt reach in time at caracas. will i miss my copa airlines.what is next stage

David Curtis January 18, 2011 at 12:59 pm

Calling Lufthansa employees indifferent to their customers is over generous! We were caught up in the Frankfurt weather mess on Dec 19, 2010. We did not see our luggage until we returned home. Could not find a single helpful Lufthansa person until we returned back home to Denver. No one would answer the phone or respond to email in Germany or Italy. Everyone just wanted to send you somewhere else where who was indifferent. The web site was useless.

I WONT FLY LH January 25, 2011 at 7:32 am

Yes they have customer service. Very poor customer service….

Greetings,

I have been patiently waiting for compensation for my lost luggage back
on 10JAN11.  I was promised I would have it settled in nine days.  This
has not happened!  My HSBC account in the UK is included in the details.
 Please advise me when this matter is settled.

Regards,

from    
to      lufthansa.dubai@dlh.de
date    10 January 2011 13:03
subject File Ref SPLLH49542
mailed-by      
Signed by       messagingengine.com

hide details 10 Jan

Hello Abdul,

I can not describe how much trouble this lost luggage has caused me
along with huge financial difficulties.  At the absolute very least, I
need to be reimbursed for what I had to replace due to the loss of
luggage.  I will not settle for less than that!!!

To sum up what happened I showed up for 0700 on the 18th in FRA to go to
AMS.  After many delays and cancellations, at 2300 I had to hire a taxi
to drive me to the Amsterdam Airport.  This meter came to 760 Euros
after traveling in blinding snow at night.  This is after buying two
business class tickets on LH to go FRA-AMS”>FRA-AMS.  There are many
other miscellaneous expenses that I have not included yet such as
telephone charges directly related to this loss well in excess of 300
Euros.  My work really required me to be there to operate a flight to
Dubai.  The bag that was lost was checked into to AMS and Emirates was
not part of the booking.  The staff at Emirates helped me retrieve my
bag as a courtesy because of the difficulty of getting through to
Lufthansa agents.  I was ill advised by the LH call centre in Canada to
try to collect for my loss through Emirates.  To make matters worse,
after I returned to Dubai for a day shortly after the loss, I did not
again return until 07JAN11.  I travel extensively for a living and live
out of a suitcase.  I am required to wear a clean uniform to work
everyday and work in a close confined space.  I needed replacement
items.

Tomorrow is my last day in Dubai before I go off on another trip.  I
need replacement funds before I go.  I would like to come by today at
the end of the day to collect a check/cash.  Please advise.  I
appreciate you helping me with this claim, please feel free to contact
me at any time.

SEE ATTACHMENTS

Kind Regards,

Greetings,

I need someone to contact me now…

For the record I would also like to add a few more items to missing
contents list:

1.)  Fill Date:         03/02/2010      $10.00  $59.14  $69.14
Rx #:   6548141
Drug Name:      TRETINOIN
Quantity:       45
Days Supply:    30
Pharmacy:       PUBLIX PHARMACY #0010
Physician:      Alice R Barba

This is valued at $69.14 USD

2.)  Sun Pass Transponder for Florida toll roads.  This is valued at
$15.00

3.)  Custom vitamin cases (2) valued at $13.00.

The luggage has been missing for two weeks and even if recovered, most
of the contents will not be salvageable because it is packed with
produce that is now rotted by now.  I have been traveling extensively
ever since the loss of my baggage and had to borrow money for
replacement items that I have to pay back now.  I will also need a cash
advance to by additional items because my travel will go on for at least
ten more days.  My banking details have been supplied on the claims for
that I sent and I really need Lufthansa to send me an advance payment.
If I did not seriously need your help, I would not be writing you!

I need to know how much and exactly when I will get the funds from
Lufthansa to do this.  I need to know this now!  I am cash broke and my
salary is low!!!!  I also need to salvage what is left of my luggage if
found such as my spare wallet.  Apparently my luggage has been scanned
recently and is out for delivery somewhere.  Your Canadian call centre
claims that it can not pass on any tracking information whatsoever and
the “World Tracer Services” website does not provide any detail.

If the luggage is found, I need someone to call me.

I need someone to open the bag and clean out the rotting(ed)
perishables.

I need immediate compensation for replacement items and other losses due
to this.

Someone needs to contact me and make arrangements to deliver what is
left of my luggage.

Attached is a copy of your world tracer report.  After two weeks of no
activity until now, it still remains insultingly vague!

Again, please have someone contact me ASAP and thanks again for your
hard work.

On Thu, 23 Dec 2010 06:56 +0100, linda.nanoo@dlh.de wrote:
> Dear Sir,
>
> Attached herewith is the contents list form to be duly filled/signed and
> returned to LH
> for further tracing.
>
> Thanking you
>
> Linda
>
>
>
> Linda Nanoo
>
> Lufthansa German Airlines
> AUH GR/GT
> Al Suwaidi Building
> (Near Lifeline Hospital)
> Mezzanine Office No. 01
> Al Muroor Road
> P.O. Box 26382
> Abu Dhabi
> United Arab Emirates
>
> Phone:   +971 (0) 2 / 639 4602
> Fax:       +971 (0) 2 / 639 4618
> Email      linda.nanoo@dlh.de
> http://www.lufthansa.com
>
>
>
>
>
>
> Sitz der Gesellschaft / Corporate Headquarters: Deutsche Lufthansa
> Aktiengesellschaft, Koeln, Registereintragung / Registration: Amtsgericht
> Koeln HR B 2168
> Vorsitzender des Aufsichtsrats / Chairman of the Supervisory Board:
> Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
> Vorstand / Executive Board: Wolfgang Mayrhuber (Vorsitzender / Chairman),
> Dr. Christoph Franz (Stellvertretender Vorsitzender / Deputy Chairman),
> Stephan Gemkow, Stefan H. Lauer
>
> —–Original Message—–
>
> From: VASAPPA, HALEPET
> Sent: Wednesday, December 22, 2010 4:24 PM
> To
> Cc: NANOO, LINDA
> Subject: FW: Claim #: SPLLH49542 Tag #: 576962
>
> Dear Mr.,
>
> My Colleague, Mrs.Linda Nanoo will forward (If Not already done) the
> Form wherein you have to provide the details regarding the contents
> inside The missing bag.
>
> –
> Attn: Linda
> –
> Kindly do the needful urgently – if not already done.
> –
>
> With Kind Regards,
>
> Vasappa
>
>
>
>
>       Halepet  v  Vasappa
>       Senior Service Consultant
>       Lufthansa German Airlines
>       DXB GT/GR
>       Tel.:        +971 4 3739100
>       Fax:        +971 4 3739155
>       Sita:        DXBGTLH
>         e-mail:   halepet.vasappa@dlh.de
>         URL:      www.lufthansa.com
>
> http://www.lufthansa.com
> click, book and fly
> Just log on to http://www.lufthansa.com to book today
>
>
> —–Original Message—–
> From: VASAPPA, HALEPET
> Sent: Wednesday, December 22, 2010 8:35 AM
> To: NANOO, LINDA
> Cc: MAJEED, ABDUL;
> Subject: FW: Claim #: SPLLH49542 Tag #: 576962
>
> Dear Linda,
>
> Can You kindly forward the copy of the Content List form to Mr.  please – urgently.
>
> With Kind Regards,
>
> Vasappa
>
>
>       Halepet  v  Vasappa
>       Senior Service Consultant
>       Lufthansa German Airlines
>       DXB GT/GR
>       Tel.:        +971 4 3739100
>       Fax:        +971 4 3739155
>       Sita:        DXBGTLH
>         e-mail:   halepet.vasappa@dlh.de
>         URL:      www.lufthansa.com
>
> http://www.lufthansa.com
> click, book and fly
> Just log on to http://www.lufthansa.com to book today
>
>
>
>
> Sitz der Gesellschaft / Corporate Headquarters: Deutsche Lufthansa
> Aktiengesellschaft, Koeln, Registereintragung / Registration:
> Amtsgericht Koeln HR B 2168
> Vorsitzender des Aufsichtsrats / Chairman of the Supervisory Board:
> Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
> Vorstand / Executive Board: Wolfgang Mayrhuber (Vorsitzender /
> Chairman), Dr. Christoph Franz (Stellvertretender Vorsitzender / Deputy
> Chairman), Stephan Gemkow, Stefan H. Lauer
>
> —–Original Message—–
>
> From: GP, DXB RESERVATIONS
> Sent: Tuesday, December 21, 2010 3:19 PM
> To: VASAPPA, HALEPET
> Cc: MAJEED, ABDUL
> Subject: FW: Claim #: SPLLH49542 Tag #: 576962
>
>
>
>
>
>
> —–Original Message—–
> From:
> Sent: Tuesday, December 21, 2010 12:14 AM
> To: GP, DXB RESERVATIONS
> Subject: Claim #: SPLLH49542 Tag #: 576962
>
> Greetings,
>
> I am expecting the delivery of this bag soon.  Please release it to
> Julieta at +971 and coordinate it either being collected or
> delivered to residence in Al Qusais.
>
> Please respond by sending a claim form that will start the compensation
> process for replacement items necessary due to the luggage being
> delayed.
>
> Kind Regards,
>

10 attachments — Download all attachments
LH_hkg_clothes.pdf      LH_hkg_clothes.pdf
96K   View   Download
LH Claim Hotel and Clothes 1.pdf        LH Claim Hotel and Clothes 1.pdf
266K   View   Download
LH Claim Hotel and Clothes 2(2).pdf     LH Claim Hotel and Clothes
2(2).pdf
275K   View   Download
LH Claim Replacement Bag.pdf    LH Claim Replacement Bag.pdf
145K   View   Download
LH Claim Ticket and Bag Claim.pdf       LH Claim Ticket and Bag
Claim.pdf
291K   View   Download
LH Claim Tie Rack.pdf   LH Claim Tie Rack.pdf
266K   View   Download
LH Claim Underwear and toiletries.pdf   LH Claim Underwear and
toiletries.pdf
263K   View   Download
LH Claim.pdf    LH Claim.pdf
322K   View   Download
CONTENTS LIST FORM DEC2010(3).doc       CONTENTS LIST FORM
DEC2010(3).doc
312K   View   Download
LH_dxb_cleaning_bill.pdf        LH_dxb_cleaning_bill.pdf
81K   View   Download

— On Tue, 25/1/11, abdul.majeed@dlh.de wrote:

From: abdul.majeed@dlh.de
Subject: FB 21176244
To:
Date: Tuesday, 25 January, 2011, 9:50
Dear Mr.,
 
Thank you very much for your email dated 10th January, 2011.  We were sorry to hear about your unpleasant experiences on your last trip to Amsterdam .  You can be sure that we would have wished your travel experience with us to be totally positive. Kindly accept our sincere apologies for all the inconveniences you incurred as well as for the less than positive impression gained. 
 
Rest assured this experience is not typical of the quality service we are known to provide.  This winter, snowfalls besieged and created mayhem all over Europe which resulted in closure of several airports and cancellation of thousands of flights.  The chaotic situations at the airports were out of control of the airport authorities responsible for flight handling.  While we realize the difficulty and disappointment our passengers experience in the event of an irregularity, “we regret this was a situation entirely beyond the carrier’s control or influence.”
 
We regret that your luggage was mislaid on this trip.  Luggage is normally processed with care and accuracy and the vast majority is handled without incident.  The present weather condition and its repercussions are mainly responsible for the baggage irregularities these days.   As baggage is channeled through various points which include government and security checkpoints, it is impossible for any airlines to guarantee special handling throughout the journey.
 
We offer to share your unexpected expenses for interim purchase due to this unfortunate baggage irregularity within the scope of our legal liability.  Purchase of articles for personal use while the bag was not in the custody of passenger is considered as interim purchases.  Our refund policy is 50% of the amount you spent for clothes as you can continue to use them and 100% for toiletries. You are kindly requested to forward the original receipts of your interim purchases along with the Itemized list of your interim purchase and the Property Irregularity Number at your earliest convenience.   
 
We realize that this exceptional situation has been difficult. Your continued patronage is important to us, and we are confident that your future dealings with Lufthansa will prove satisfactory.
 
Yours Sincerely
 
Abdul Majeed
Manager Customer Relations
Gulf & Pakistan
Lufthansa German Airlines
Phone: +971 (4) 3739122
Fax: +971 (4) 3739155
E-Mail: abdul.majeed@dlh.de
Dubai World Trade Centre
18th Floor
P.O. Box 9543
Dubai, UAE

To:
abdul.majeed@dlh.de
Bcc:

Greetings Abdul,

In previous correspondence I had forwarded the receipts and all other details.  I am very aware of the policy described below, also very familiar with airline operations and despite winter situation described, it is clear that your airline’s winter contingency operations are lacking the “Quality Service” that your company tries to portray. 

I am losing my patience and not asking too much by requesting full reimbursement for my expenses considering the massive setback this has caused me for example:

1. Sixteen hour wait at FRA.
2. A all night taxi cab ride to Schipol Airport that cost well over 700 euros.
3. The time spent to file countless claims with LH, corresponding back and forth via email and long distant phone calls, purchasing lost items, scanning the receipts, making a trip to the Dubai Airport on my day off.  Missing a night of sleep and etc, etc.
4. Some of the items are no longer usable due to the perishables rotting in the suitcase and damaging other items.

I travel extensively for a living and please try to imagine what it would like to be me.  I am very disappointed that you are asking me to resend the files I had already sent you.  This seems like an attempt to delay paying me what little that is owed and is taking much time away from my family.  My company is a frequent user of LH and I will petition them to find alternate options if more petty delays are created in reimbursing me for what little I am requesting.  You say your apologies are sincere but by ignoring the contents of my email dated 10JAN11, your actions clearly contradict any sincerity.

If your company was at all sincere, reimbursement for the taxi ride and complimentary future travel would be offered.  My company had purchased Business Class travel for me and LH definitely has not lived up to the product that it is selling.

Please let me know ASAP when I can expect the funds to be transferred and respond to this email. 

Most Sincerely,

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