Miles & More (Lufthansa, Austrian, Swiss, and other partners) - Positive LH experience: Delayed Luggage

Hi,

given all the posts about how LH is rude and their customer service sucks, I thought I'd share with you a very positive experience that I had with LH yesterday.

I flew into Frankfurt from the US, and my bag did not show up at the baggage claim. I filed a missing luggage report, which was very quick and easy (no lines, friendly agent). I also received a €100 ($125) cash compensation on the spot.

My bag was delivered about eight hours later at my German address.

I understand that luggage problems or delays can happen sometimes, and I think Lufthansa is really handling this situation very professionally. This is actually the first time that LH has lost a checked bag of mine on at least 100-150 LH flights in the last few years.

I also thought that the €100 compensation seems almost a little "too" nice/unexpected. Is this provided to all PAX? Or might it have to do with the fact that I am a SEN?


Happy Holidays,

sfosenkid

you always get some compensation depending how late your lost luggage will be: 100-200 EUR is industry standard. It is meant for you to buy some essential things you carried in your luggage. The problem is you have to ask for it, and many don't. The volountary payment must have been because of the SEN status, or because the agent was good.

Regards Oliver

I had my bag lost on my very first LH flight... and can echo the post of sfosenkid. LH coughed up DM200 without being asked. The bag turned up 5 days later - (it turned out that QF ground agents had failed to load the bag onto my connecting TG flight in SYD (inspite of the 2.5hr prior to departure checkin)(they had called my home number and left a message on the machine!!!)). I wasn't suprised that the bag took so long to arrive in DRS given that it was days after 11/9 and things must have been a mess with baggage checks - let alone unaccompanied luggage.)

In November, I was booked to fly CGN-VIE-TIA on OS. Unfortunately, the Austrian Arrows plane developed technical problems and I was re-routed via MUC and MXP on LH and AZ, with a very short connection time in MXP due to late arrival of my flight from MUC. Predictably, my bag got lost in MXP and I arrived in Tirana without my luggage, which was delivered to my hotel on the next day. LH was again very professional about compensation and paid for the shirt and toiletries I purchased in Albania, despite the fact that the receipts did look quite dodgy (handwritten, in Albanian...). I was quite impressed with their customer service.