Sep 14, 06, 11:13 pm
To make a long story short, a colleague hasn't been reunited with both his checked in bags nearly two weeks after he embarked on his vacation (which has since ended). His bags were lost on the outbound itinerary (SFO-FRA-BCN) and he had to scramble in BCN to buy clothes etc so he could continue his vacation. He is back in SFO now sans his original baggage! :td:
What would be an appropriate compensation to request from LH?
Sep 15, 06, 11:03 am
The following link should help:
Sep 19, 06, 5:33 pm
Don't count on anything happening fast. LH lost both of my bags travelling from Riga to Dublin via FRA in April. One bag (the small one with the dirty clothes) arrived next day, the other (the one containing the new jeans, digital camera, etc....) has never shown up. A long battle with various LH offices to get any information about the latter ensued.
Lufthansa's modus operandi seem to be that if you ignore everyone with problem they will go away. Thus their website dos not list a phone number for their European "customer relations" department. When you manage to prize this number from the baggage enquiries call centre, you find their office hours are 9 to 3 and often they don't answer the phone during this time. The same centre took 56 days to respond to a query sent by the form on their website. I had to give them my bank details 4 times as they kept claiming they had never received them. A letter to LH's CEO sent by registered mail in July remains unacknowledged.
I did get about 70% of the value of the contents in September, 5 months after travelling, with a very perfunctory email of apology.
I think they have a separate "customer relations" department for North America. For your friend's sanity I just hope they have higher standards than here in Europe!!