Hi all,
I am currently having an issue with LH.
I basically booked a RT ticket last week between GVA and HEL via FRA last sunday (Dec 9th) and return HEL-GVA tomorrow via MUC.
Booked the 2 first legs in Z, return in Q.
At the airport in Geneva, I got rebooked on LH1219 instead of LH1223 at check-in because of the snow in FRA. The check in agent told me that this flight was few hours late but it will be the first flight to arrive in FRA so I can get my connection to HEL. A nice touch.
As I was waiting in the Senator lounge, and the time was flying, the lounge agent called my name and told me that she received a message to rebook me on AY direct flight. I knew this flight was full for several days already, but it took about 2 hours to the agent to get the ticket issued, she told me to go at the gate to get the boarding pass. At the gate, the Dnata agent (who handles AY flights out the GVA), told me that the flight was full and gave me a BP for 09D, the last seat of the plane (The guy in front of me was actually upgraded to 01A). Not a big deal as I was happy to get a seat to HEL and was ready to file for compensation under EU 261/2004 to LH.
The agent confirmed that my luggage should be transferred (a case with specific tools required for my visit to my Finnish customer).
Arrived in HEL at midnight, no luggage showed up and the Finnair agent confirmed that my luggage was never registered in the AY system. Ahem.
After making a dozen of call the next day (at the customer site - ahem), I figured out the luggage was in FRA and should arrive in HEL at some point with LH. I decided to go straight to the airport on monday night and asked to ISS (the LH handing agent in HEL) if they got any news of my luggage, and insisted given the fact my PIR was starting with HELAY...
She told me that she got no news. At this point. I saw my luggage turning on the belt (the last LH flight landed 3 hours before) and got it back. I guess that if I did not see that one, I would still be waiting for my luggage.
So I filed a complain for all of these issues, expecting at least they would compensate the downgrading per EU 261/2004.
I received a call today from Liverpool. They are basically telling me that I am not eligible to compensation per EU 261/2004 as I did not take the original flight I booked. Also, the guy told me that LH booked a C class ticket for me and I had to scan my BP to prove that I flew Y.
When I asked to the guy to send me a confirmation that C was booked, so I can file a claim to AY (instead of LH) he told me that he was not able to confirm C class was actually booked, but just requested.
Concerning the luggage, the company lost about 2500 USD (price we charge per day) as I was not able to work the first day. Bare apologies from the guy, who basically told me I should be happy I received my luggage back within 24 hours (=> this was because I moved my butt and went to the airport myself).
I had to deal a few times with LH customer care center and was mostly happy at the end of the call, but not this time.
Do you think I am eligible to get the 50% compensation per EU 261/2004 ?
To get the miles, he told me to contact M&M. I am 4000 miles short to renew my SEN status for next year and was counting on this flight. Do you think I will get the miles ?
Cheers,