Hi all, I don't post here too often, but I wanted to share my recent KRK-MUC-BER trip with LH and how they treat HON passengers these days.
1. We've checked in 2pcs of our bags in KRK and flew with nice EN E190 to MUC, we had more than 2h of transfer time, which we spent in nice FCL G gates.
2. When we went to the airplane to BER I realised that one of our luggage is still in the baggage area (AirTag), but what could I do at that time, I thought that maybe they will bring it last minute to the aircraft.
3. When we landed in BER, unfortunately, I realised that one of our bags was still in MUC. So I've made an online claim and called HON help desk to ask for as soon deliver to BER as possible. The nice lady was really helpful, asked me many questions about my bag, and she promised to take care of it so that they would send it with the first plane to BER the next morning.
4. Next morning, as we woke up in the hotel, I checked AirTag and was happy to find out that our bag was already in BER, so I thought that they would call me quite soon and bring our bag to our hotel... so now, the story really begins
5. At 13:00, I decided to call AAS (LH LL handler at BER) and ask when I can expect my baggage - no chance to connect to them, some bot asks you many questions, and at the end it's like nothing.
6. Next, I called HON help desk again - this time it was not helpful at all - some guy told me that baggage is now with a third-party company, and he cannot do anything about it, I should wait for delivery.
7. Around 15:30, we decided to go to the airport and just collect our bags ourselves, as we really need them for our evening meetings. When we arrived at the airport, we found the lost luggage doors and started pressing a button to signal that someone would come to us. After around 30 minutes, a guy came up, asked us "what we want?" and he said to follow him, he just walked us to the arrival hall (no security at all) and told us to queue at the lost luggage desk at arrival.
8. When I was queuing, my girlfriend just walked around and suddenly found our bag standing in the middle of nowhere! Without any supervision, nothing, just standing there, so anybody could just take it and walk away.
9. So we took it, and after waiting for another hour at the LL desk, I said that I have enough of this and we just went back to the hotel. In the system they are still looking for my baggage
The whole journey to the airport and finding a bag on ourselves took us like 3 hours. Nobody will pay us for lost time and plans that we didn't realize because of that situation.
As for Lufthansa, for now, I only got an apology email and 30.000 award miles credited to my M&M account. Of course, I've told them that's for sure not enough for such a situation, and for the last 3 days I'm waiting for any answer from them. My HON assistance is also totally quiet since...
Just to say HON status is useless in such situations.
