Originally Posted by
acbf1234
Unrelated but re/luggage as a reference point; Recently got my luggage destroyed by UX. Also needed to provide proof from a reseller but really no time/motivation to do so. I just attached a pdf with all required information and photos of the damage, incl my loyalty status at FB and business ticket. Got offered a full cash refund or voucher exceeding ticket value (and therewith also replacement luggage value). Done in about a week total. Only form of pushback I received was a notification saying that they needed to investigate a bit deeper with the offers provided the following day. Was key that I did not leave the luggage belt area before going to the service desk about this.
Not sure what type of pushback you’re getting but it sound ridiculously unpragmatic
This is the service (UX) we should expect!
Sorry for saying but is ironic that you had a smoother experience with UX than I’m having with the flagship carrier of the alliance.
What makes my case even more absurd is that I actually
tried to report it at the airport at CDG, just like you did and just like I would with LX, LO, or LH. I went to the service desk, and their response was:
"You need to contact your Travel Assistant with photos and they will handle everything, we don't do it here".
I followed their "Ultimate" advice to the letter. TA opened the claim for me, and that's when the nightmare began. Instead of the one-week resolution you got, I was sent on a month-long scavenger hunt: find an authorized shop, ship the bag at my own expense, and pay for a formal technical expertise just to have a professional explain that a suitcase without wheel is, in fact, broken.
What’s truly fascinating about this whole experience is the logic—or lack thereof—from Customer Care. They don’t even deny the damage happened; thanks to my
"checkmate" move (authorized repair shop) they didn't even have a opportunity to challenge the expertise I've paid for - they acknowledge the bag was mangled on their watch.
And replying to the TA that they will contact me to find a solution, and shortly after showing middle finger - no comment.
Originally Posted by
sehgalanuj
oh yes, and I have even started recognizing many customer service agent names now to establish a pattern
Yes, true with the paterns. I file my claims in English, I reply in English, and I’ve been consistent in my communication throughout. Yet, the agent (who I now recognize by name) remains steadfastly French in every single reply. It reached a point of absurdity where even translator threw in the towel because the logic in the instructions was so cryptic (both ChatGPT, and the DeepL). I had to call TA just to have them translate "Customer Care" into "English" so I could understand what was being expected of me
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