2ndGenNavalAviator

Looking for advice from the community here as I don;t fly LH much but I know that FlyerTalk is probably the most active community on the web.

I was recently flying from FRA to BAH on LH 636. This flight makes a stop in Riyadh on the way. At the stop in Riyadh the flight crew gave my suit coat away to a passenger that got off in Riyadh (and they didn't realize it). When we were coming in to land in BAH I asked for my suit coat and the crew brought me a jacket that wasn't mine -- and it was then that they realized their mistake..... I had a very important governmental meeting early the next morning and the crew and ground staff told me to purchase a new one (I only had carry-on luggage and I have NEVER - in 30 years of travel had something like this happened to me).

So the next morning I went out and purchased a new jacket and completed my trip and returned to the states and submitted my request for reimbursement along with my receipt.

At first LH declined my request completely saying that they were not responsible for lost clothing on the airplane. I then pointed out that I didn't LOSE anything -- and that their employees had given away my suit coat. A week goes by and clearly they did some research and I received a new email that apologized for their mistake - and they offered to pay $100. I told them that I had relied on their word after they gave away my suit coat and that their offer was unacceptable. I then got an offer for 50% of the reimbursement cost and was told to take it or leave it.

This all seems wrong to me -- should I just take the money and forget about it or keep pushing? They are offering to pay $270. Any advice is appreciated.

chris63

2ndGenNavalAviator

I don't have travel insurance and I probably should have asked for a piece of paper or other proof - or videoed the interaction -- FWIW the ground staff in Bahrain were great upon arrival -- LH customer service - not so much....

I'm sorry I'm not sure what Lufthansa Lurkers are and not so active on social media due to my current role. Thanks for the advice!

chris63

thbe

2ndGenNavalAviator

There is no dispute that it happened -- the guy that got my jacket even got my number from Lufthansa while he was in Saudi Arabia and called me -- what is in dispute is paying for the new suit coat I had to purchase before my meeting - they simply don't want to pay for 100% of it even though their employees said they would. Of course I have no way to prove that they said they would pay 100% -- but why would they say we will pay anything less than that when they know they messed up?

Finkface

How much are we talking about? If you bought a super expensive designer jacket, I can see them balking.

sophialite

They offered to pay $270 for the jacket, which is apparently 50% of what he spent, so sounds like the jacket cost $540? LH/LX have reimbursed me far more for my luggage that they've damaged (we're talking about thousands here).

And frankly it shouldn't be a factor that the jacket cost what it cost. LH made a mistake, and they should make the passenger whole. If there was a limit regarding reimbursement, the crew should've communicated that limit clearly (like the credit card companies do on lost luggage insurance, etc.).

$500 is par for the course for a professional looking sport coat for an important meeting, if not on the lower side. I assume OP didn't have time to bargain hunt in the Bahrain Filine's Basement.

sophialite

Also, weird breach of privacy on LH's part? I appreciate the gesture, but I'm not comfortable with the knowledge that LH/LX can give my contact information to another passenger.

warakorn

Did you write down the name of the flight attendant, who gave away your jacket?

Number one rule of any airline contract employee: get rid of the complaining passenger by being nice, apologetic in order to convince the passenger to take the complaint to somebody else. Verbal words are just verbal words. Apparently this has worked for Lufthansa. You have fallen for it.

NewbieRunner

In case of lost/delayed baggage LH will reimburse up to 50% of the cost of outer clothing, with an option to return the purchase to LH for a full refund IIRC.

https://www.lufthansa.com/xx/en/baggage-irregularities

sophialite

I didn't know there was fine print on this.

I think LH should still fully reimburse because of what the FA said to the passenger. Every employee of LH is a representative, and if they say one thing, LH should stand by their word. And if the response is that the company is too large, that LH can't possibly manage what every employee says in this regard, that's their problem. They need to train their employees better.

photographer2012

I think the 50% is only for delayed luggage, not for lost

This reminds me of a funny story, about 10 years ago my luggage was left behind on a BOS-FRA flight. they told us the luggage would arrive the day after and we should purchase items and would get reimbursed (Never mentioned the 50% rule...)

I was for some reason cheap on myself and only bought a T-shirt, socks and underwear (a total of 25e), after a couple of days I was at the airport and requested my refund, the guy at the desk started making a bunch of phone calls (In German...so I didn't understand), after about 15 min of waiting for him the finish his calls he stated "We usually only pay 50% of the price, but you were so...."Economical" (afraid to say cheap I assume)...that I got special authorization to pay you 100%"

I understand the 50% refund issue for delayed flights if you get you luggage eventually, as people probably take advantage on the situation and buy expensive items. but lost luggage should be 100%

chris63

chris63