Background: Booked on LH1937 BER-MUC on 05NOV. Berlin airport security chaos, ordered to evacuate secured area (airside) just as we were boarding, massive queues to clear/re-clear security, LH1937 was delayed but finally left without us, accommodate on LH1945 (itself > 1.5 hours delayed), informed upon arrival in MUC that bags did not make it as baggage handlers were unavailable at BER, filed lost baggage report, no guarantee bags would be found, advised to purchase necessities and contact LH customer relations for refund, bags finally came 3 days later, delivered to hotel a couple of days before we were to return to SIN

Used the feedback form to enquire on how to request refund on necessities purchased during baggage irregularity. Got this answer:

***************************************
Dear xxxxxx,

We are sorry to hear that you were unable to pick up your baggage in following your trip.

We can imagine how stressful this must have been for you. We sincerely apologize for the delayed delivery of your baggage as well as the associated inconveniences.

Liability for baggage is clearly regulated by law, and we must fulfil certain criteria in order to be able to meet your request for compensation. The passenger must indicate the damage amount and prove it with the help receipts, e.g. sales receipts or credit card receipts. As much as we understand your irritation, we are unable to comply with your request for reimbursement of the expenses for your replacement purchases.

We hope for your understanding that we cannot pay damage compensation under these circumstances. We nevertheless hope to welcome you on board a Lufthansa flight again soon.

Sincerely,
Vaishali Pant

***********************************

... so I asked for instructions to proceed and you are trying to close the case?