Dear fellow FTers,

I hope most of you guys do not have experience with lost and damaged luggage on EW but if you do, I'd appreciate your input: I flew EW from CDG to TXL via DUS 13 days ago. My luggage did not make the connection in DUS. I reported it missing in TXL, and got it delivered to my house 48hours later. As it was already dark outside when I got my luggage that day, I only noticed that the bag was ripped once I was in the house and the delivery guy was gone.

I contacted EW via email right away with all required documents and included pictures but have not heard back from them for 10 days. Is that normal? I got an email confirming receipt of my claim but nothing else. Should I expect not to get an answer or will they eventually get back to me?

Cheers
totti