frenchft

Lufthansa Please do something, at least answer my email and ACT. I loved my beautiful suitcase (RIP) before you 100% destroyed it (i still wonder how you can damage a lugguage as you did)... Lufthansa Group you desserve a better client support, really bad. ‪#‎answeremailsplease‬ ‪#‎bringmysuitcaseback‬ ‪#‎montrealconvention‬

I'm really upset.

htb

It doesn't matter, but LH probably didn't destroy your suitcase. Usually the only time someone from LH touches it, is at the time of check-in.

I advise to contact the LH lurker in the sticky thread in this forum for help. LH doesn't search the internet for people crying for help. Also, keep in mind that LH is terrible replying in a timely manner. Expect 3-4 weeks before any reaction How long did you wait?

HTB.

mmff

Where did this happen?

For what it's worth, I recently had my suitcase damaged on my way to FRA and LH response was stellar. In fact, got a new suitcase (same brand, same model) right there and then. Contents were not damaged, so that was all there was to it.

oliver2002

Did you file a luggage damage report upon arrival? If you have one and got an estimate from a luggage shop about the total loss of the bag, you just mail it in to CR and get a refund of the residual value (in year 1-5 its 10%-50%, ie 10% value loss per year, but stays at 50% following year 5) by check or wire transfer.

weero

Why do want LH to answer your email (and mouthwash or whatever that ACT thingie is)?

Whenever LH annihilated my suitcase - which happened thrice, once with all the content destroyed as well - they gave me prohibitively complex instructions how to drive the rubble to another city for valuation of residual value - which was 0.00 EUR/CHF in all three cases - and then to collect the rubble and meet a trustee that told me that Samsonite / Antler / Rimowa was not a brand recognised by the luggage specialists and offered me a petty trinket cash en lieu.

In all cases, LH did accept the original price tag of the luggage though and refunded me between 60% and 85% after 2-3 angry letters.

Bellroy001

I´ve been a SEN with LH in +10 and damaged/lost luggage happened a few times.
Horrible Service / reply times if any and way worse than Thai / Singapore Airlines or Air New Zealand, who all provide excellent customer service.
To me, LH as a premium Airline delivers a discount Service / Customer Dialog.

alfahund

Same here. Whenever something broke they gave me a replacement on the spot. One time they didn't have a replacement at hand, they gave me cash to buy a new one at the shop. In my case STR airport.

Guava

If this is indeed LH's official policy re: damaged luggage, sorry, it comes across as a little tacky. While airlines are generally not responsible for normal / expected wear & tear of luggage during transport, there is no doubt many quality airlines still choose to do so as part of their overall ground services. While I applaud LH for going above and beyond what is minimally required with such official policy, the way it is designed can come across as a little insensitive. Losing one's luggage is stressful enough, never mind that not all countries subscribe to such linear depreciation methodology. Very often, people also assign non-quantifiable (e.g. emotional) value to their lost luggage for instance, say the luggage is a gift from some special occasion or someone.

If the policy exists primarily to serve mostly as the function of customer service as opposed to fulfilling a legal obligation when it comes to damaged luggage, then it would seem the policy could have been stated without being so mechanical. I understand LH needs a clear and fair policy when it comes to things like damage luggage and LH does an amazing job with its website with so much well organized details. However, I want to point out that LH does serve a clientele from all around the world and LH clearly cannot survive with just a core German customers - just keep in mind, in many other cultures and languages, the way this was stated can come across as somewhat insensitive as if one doesn't care even though it is not the intention.

mmff

What exactly do you propose that they do instead?

Seriously?

frenchft

it happeneed in CMN where they do not even have a local agent...
i have fill in the request with their representative at the airport and the next day sent it to my country LH representative. It openned a case with LH... and since then : NOTHING.

I really don't know what to do...

Often1

Insurance.

Let them slug it out with LH.

htb

And that was when? Yesterday?

Come one -- this piece of information is kind of key to assessing the situation! And it's only the second time I'm asking you that in this thread.

HTB.

frenchft

1 month now. Agree with you regarding who did it, and i don't care. The carrier is LH, how they manage the stuff is their business. And i guess even at check in in CDG it's not an LH employee who touched the luggage as you said, they do not have LH agents anymore in Paris, everything is outsource.

frenchft

yep, i did the procedure, on time.

weero

That is a very short timeframe for LH.

It usually took me between 3 and 18 months to sort things out. And I had to write repeatedly. But HON circle members report expedited handling experiences here.