'Baggage Excellence' Campaign: carry on rules check/enforcement [feedback]
Jul 14, 2018, 10:31 am
#527
FlyerTalk Evangelist
Join Date: Sep 2005
Location: Capetown
Programs: Marriott Lifetime Plat, IHG and Hilton Diamond, LH SEN, BA Gold
Posts: 10,167
Jul 14, 2018, 10:37 am
#528
Join Date: Aug 2016
Posts: 70
While I have given them my money dozens of times, there were a couple hundred times I went out of my way to not give them my money. The purpose of this post is to warn other business travelers, so they don’t suffer the same way. LH spends a lot of time trying to improve the experience, but they just miss the boat on this fundamental topic when compared to other competitor experiences. Besides BA, AA is 40 lbs per item, KLM is 26 pounds, Delta is not limited by weight, etc.
I understand the certification/safety argument, but I don’t buy it relative to the experience with others. If I had a choice between Uber and Lyft, but Lyft made me wear a helmet in their car then, yes, Lyft would be safer, but way way off from an expected norm in the industry.
I experience this this at almost every airport. US, Europe, India. They often ask at the check in desk, but also at the gate.
Today they asked at the at the desk and the gate. Ironic, since I am flying in a 747 First cabin where I have a massive storage locker at ground level (not overhead).
After scanning my ticket at the gate today the gate agent had the audacity to tell me I could repack my bag to take 4kg away there in the jetway. While barking over and over that “everyone must follow the rules”. ...?? I’m going to spread my dirty underwear out right there in the middle of the boarding process??
in contrast, Emirates and Etihad have very similar weight policies, but in over 100 flights with them I’ve never been asked to weigh a carry on bag in business or first.
I understand the certification/safety argument, but I don’t buy it relative to the experience with others. If I had a choice between Uber and Lyft, but Lyft made me wear a helmet in their car then, yes, Lyft would be safer, but way way off from an expected norm in the industry.
I experience this this at almost every airport. US, Europe, India. They often ask at the check in desk, but also at the gate.
Today they asked at the at the desk and the gate. Ironic, since I am flying in a 747 First cabin where I have a massive storage locker at ground level (not overhead).
After scanning my ticket at the gate today the gate agent had the audacity to tell me I could repack my bag to take 4kg away there in the jetway. While barking over and over that “everyone must follow the rules”. ...?? I’m going to spread my dirty underwear out right there in the middle of the boarding process??
in contrast, Emirates and Etihad have very similar weight policies, but in over 100 flights with them I’ve never been asked to weigh a carry on bag in business or first.
I have never been asked about confronted about my carry on which likely is over 16 KG but would fit in the overhead on most US domestic flights on a typical US carrier.
LH should be consistent for the sake of those that honor the rules. Either enforce the rule or get rid of it.
With that said, whether they check it or not, I'm not going to leave LH over this. I can check the bag or carry two. As long as they have the best combo of flight times and price, they get my business. I imagine that when you use them, it is a similar story for you given that you still have used them.
Gotta say though, could make for a great story if you have to spread out your underwear in front of every one. I would get a brown sharpie or something and mark one up before hand and make sure everyone sees it...maybe put it out on the counter as you rearrange your belongings into two bags !!
Jul 14, 2018, 3:49 pm
#529
Join Date: Sep 2012
Location: AGH
Posts: 5,975
Last week we were traveling F with 4 pretty big bags from BOS and the escort agent offered to carry one from check-in to the lounge because it looked ‘too heavy for my wife to carry through the airport’. In FRA and all connecting flights they even stored the carry-on somewhere in the galley since it didn’t fit the A320 overhead bin.
So, as we can see - very anecdotal evidence from my side. Your anecdotal evidence says otherwise.
So, who’s right? No idea, but warning the general public that flying LH J or even F is in general a hassle with carry-on seems like a bit of a stretch to me...
Jul 14, 2018, 5:29 pm
#530
Join Date: Sep 2008
Posts: 7,875
Seriously I find that very hard to believe. Economy? Sure, J perhaps but that they make a stink for a F pax? F ground service (both in US and Europe) has been always more than stellar for me.
Last week we were traveling F with 4 pretty big bags from BOS and the escort agent offered to carry one from check-in to the lounge because it looked ‘too heavy for my wife to carry through the airport’. In FRA and all connecting flights they even stored the carry-on somewhere in the galley since it didn’t fit the A320 overhead bin.
So, as we can see - very anecdotal evidence from my side. Your anecdotal evidence says otherwise.
So, who’s right? No idea, but warning the general public that flying LH J or even F is in general a hassle with carry-on seems like a bit of a stretch to me...
I had a checkin agent say I cannot checkin yet. It was 5 hours before my flight, and I actually had a mobile BP already.
Can you say that does not happen? It did happen. Though the checkin agent nearby. at the business counter, quickly corrected the agent checking me in (do not know why they would put a younger inexperienced agent at first, who was not very enthusiastic or good anyway)
Jul 15, 2018, 5:21 am
#531
Join Date: Jan 2003
Location: London, UK
Posts: 5,655
I’ve seen the agents at Heathrow take an overweight Rimowa off a C class passenger upon boarding. He protested, but was to no avail.
The only other airline I’ve seen with such rigorous enforcement is Qantas, particularly when connecting off long haul to domestics at SYD. They weighed my bag which was 1kg over their way, and reluctantly allowed me to keep it when I explained I’d just come from long-haul F.
The only other airline I’ve seen with such rigorous enforcement is Qantas, particularly when connecting off long haul to domestics at SYD. They weighed my bag which was 1kg over their way, and reluctantly allowed me to keep it when I explained I’d just come from long-haul F.
Jul 15, 2018, 7:58 am
#532
Join Date: Apr 2008
Location: ARN
Programs: Miles&More, Hemköp kundkort
Posts: 275
I don't fly nearly as much as a lot of people on this forum, but LH is the only airline that has ever had me put my carry-on on the scales. As far as I can recall, however, this has happened twice in about 25 flights on LH in the last ten years or so – and both times in Italy, once in FCO and recently in FLR (codeshare on Air Dolomiti) flying economy. Both times my bag was a couple of kilos over, and both times they ignored it. So not much of a real problem, but no other airline has ever insisted to weigh the bag.
Jul 15, 2018, 8:18 am
#533
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
I've never been refused any cabin baggage on LH C or F flights. But I'm happy that there is a policy that stops the over-entitled bringing massive bags that should be in the hold into the cabin.
Jul 15, 2018, 10:20 am
#534
Join Date: Sep 2012
Location: AGH
Posts: 5,975
I'm just saying, based on 'my' experience on LH metal over the last 10 years, I find it hard to believe OP was denied to bring overweight (not talking about over-sized) cabbin baggage on board traveling in LH F.
Last edited by fassy; Jul 16, 2018 at 1:12 am
Jul 16, 2018, 1:09 am
#535
Join Date: Sep 2016
Location: CH
Programs: LX SEN
Posts: 899
OP repeated issues with carry on luggage in C and F, while others (including me) do not have similar experiences, may lead to the conclusion that gate agents at OP's departure airport are unusually strict. This is the only consistent explanation that can find.
Jul 16, 2018, 12:53 pm
#536
Join Date: Jul 2010
Location: BSL/FRA or PHL
Programs: LH Miles and More, DL SkyMiles, Bonvoy, Hilton
Posts: 2,335
Appreciate the argument, but when some airlines allow 20kg per bag as overhead, doesn’t all that reasoning go out the window? Some of the overhead bins are certified for significant weights, And in business or first class there shouldn’t be an issue with a bag at 30 pounds... there’s likely only going to be one or two bags in the whole locker.
The argument for heavier bags in business class is to me a valid one, as those bins tend to be less crowded. Curiously LO, for example, allows for (2) heavier carryons in business, but still only 9kg.
I am not necessarily defending LH's rigid approach, but it does have some logic, and are typically fairly strict in enforcing the carryon rules when they think they see a violation. I am somewhat empathetic with the OP. The rules do seem a bit on the strict side, especially for business class where the bins are less crowded.
Jul 16, 2018, 6:22 pm
#537
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Or one could conclude that OP brings large and obviously overweight bags to carry on board, in contravention of the clearly posted guidelines.
Jul 17, 2018, 5:02 am
#538
Join Date: Jan 2017
Posts: 59
I never had a problem with any LHG airlines and was never asked to weight my bag, in J or Y. It usually doesn't look that bad though, its usually a backpack, but often packed to the brim and a bit heavy.
What I really like is LH/LX often strictly enforce "1 carryon per person" rule in Economy, which I would love more airlines start doing actually. Cause on some flights the amount of bags (and their size) people take with them is just ridiculous, overhead bins fill up quickly and then the whole mess starts when people roaming around the cabin trying to find space for their 3 bags. It also means having to board early or there might be no space.
For flights in J, the number of bags is usually not an issue as there is ample space. But if overhead bins are being used (rather than closet storage), its great to hear that LH enforces the weight limit. Unless you can guarantee somehow that when your bag falls out of the overhead bin it will fall on your head and not your neighbour head, then I'd rather you have 8kg bag and not 15kg...
What I really like is LH/LX often strictly enforce "1 carryon per person" rule in Economy, which I would love more airlines start doing actually. Cause on some flights the amount of bags (and their size) people take with them is just ridiculous, overhead bins fill up quickly and then the whole mess starts when people roaming around the cabin trying to find space for their 3 bags. It also means having to board early or there might be no space.
For flights in J, the number of bags is usually not an issue as there is ample space. But if overhead bins are being used (rather than closet storage), its great to hear that LH enforces the weight limit. Unless you can guarantee somehow that when your bag falls out of the overhead bin it will fall on your head and not your neighbour head, then I'd rather you have 8kg bag and not 15kg...
Jul 17, 2018, 6:57 am
#539
Join Date: Jul 2010
Location: BSL/FRA or PHL
Programs: LH Miles and More, DL SkyMiles, Bonvoy, Hilton
Posts: 2,335
Personally, it warms my heart to see so much emotion poured out over topics such as hand baggage, which is to me the heart and soul of what makes FT so entertaining sometimes.
Last edited by N1003U; Jul 17, 2018 at 7:20 am
Jul 17, 2018, 12:10 pm
#540
Join Date: May 2005
Programs: spg
Posts: 6
I think the frustration with LH is more accrue with US travelers. I’ve talked with a dozen friends that are global travelers and the topic is a lightening rod for US travelers and just an annoyance for EU friends. The issue is the inconsistency and the fact that LH seems to be the only one that uses scales aggressively for carry on bags. None of the US carriers have a weight limit. Even those global carriers with limits rarely enforce them with reasonable bags (not in my flying career).
One of of my friends says he has a whole system for checking in at SFO on Lufthansa. He gives his carry on suitcase to a friend before going to the desk. He says they never care about a heavy laptop bag, but a 20 pound carry on suitcase is a no go. They aggressively push everyone to check in bags to keep them out of the cabins, regardless of class or status — this due to an industry-wide issue of charging for checked bags, creating too many carry on bags.
In some places (like India) they are overly aggressive. The US carry on size (22”) also seems to be a red flag for them. Again, odd since Boeing and Airbus aren’t selling smaller and weaker bins to Lufthansa.
If Lufthansa really wants to win more global travelers and compete with other emerging carriers they should look into this inconsistency. At a minimum, Star Alliance should have the same policies and enforcement. Flying United on one leg and Lufthansa on another with two different requirements is bad for customer experience and expectation.
One of of my friends says he has a whole system for checking in at SFO on Lufthansa. He gives his carry on suitcase to a friend before going to the desk. He says they never care about a heavy laptop bag, but a 20 pound carry on suitcase is a no go. They aggressively push everyone to check in bags to keep them out of the cabins, regardless of class or status — this due to an industry-wide issue of charging for checked bags, creating too many carry on bags.
In some places (like India) they are overly aggressive. The US carry on size (22”) also seems to be a red flag for them. Again, odd since Boeing and Airbus aren’t selling smaller and weaker bins to Lufthansa.
If Lufthansa really wants to win more global travelers and compete with other emerging carriers they should look into this inconsistency. At a minimum, Star Alliance should have the same policies and enforcement. Flying United on one leg and Lufthansa on another with two different requirements is bad for customer experience and expectation.