Thank you for your feedback dated 28 December 2009.

May we firstly offer our most sincere apologies for your experiences in December due to the baggage irregularity you encountered and for any inconvenience caused.

We fully appreciate how frustrating any delay to checked baggage can be. Please accept our assurances that behind the scenes all agents work very hard to reunite passengers with their baggage as quickly as possible.

We will be pleased to consider any expenses you had to incur if you would like to forward us the original receipts together with your property irregularity report. Our policy of reimbursement is 50% for clothes and 100% for toiletries and underwear.

In order for us to proceed with any reimbursement, please also forward your bank details, including your account number and IBAN, the name and address of the bank, and your name and address as it appears on your bank statement.

We are grateful for the confidence our customers place in us when transporting their personal property. Our staff is trained to handle luggage with care and accuracy, and the majority is processed without incident. We are however sorry to learn of the damage to the contents of your suitcase.

As per article 8.3.1.3 of our Terms & Conditions, you must not include in your baggage any fragile articles. External markings, which identify luggage for special handling, do not guarantee against breakage, therefore “fragile” labels are not utilised by airport personnel. We regret to advise that we are unable to offer compensation for the damaged items.

It was also with great regret we learned of the items reported missing from your suitcase.

Please note that a carrier can accept liability when it is evident that the irregularity occurred during air transportation. Only when a passenger files a report for missing items immediately upon receipt of the bag's arrival may he be regarded as having given sufficient notice. As the missing items were not reported at the airport upon arrival, we are unable to honour your request for compensation.

We realise that this response may not be the one anticipated and kindly ask for your understanding of our position in this matter.

Yours sincerely,________________________________________ ______________
Maiken Mosleth / Phil Poole
Customer Feedback Europe

Lufthansa German Airlines
Customer Feedback Europe
PO Box 1289
Liverpool L69 3AX
UK
E-mail: [email protected]

Incorporated in the Federal Republic of Germany with limited liability.
Corporate Headquarters/Sitz der Gesellschaft: Deutsche Lufthansa Aktiengesellschaft, Köln
Registration/Registereintragung: Amtsgericht Köln HR B 2168.
Chairman of the Supervisory Board/ Vorsitzender des Aufsichtsrats: Dipl.-Ing. Dr.-Ing. E.h. Juergen Weber
Executive Board/Vorstand: Wolfgang Mayrhuber (Chairman/Vorsitzender), Stephan Gemkow, Stefan Lauer)