I want to praise Lufthansa

Old Aug 20, 19, 10:38 am
  #1  
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Join Date: Jan 2010
Location: USA
Programs: Marriot Gold, Hilton Diamond
Posts: 24
Thumbs up I want to praise Lufthansa

A year ago I had a trip from hell.
A year later, but today I got a long e-mail from Lufthansa telling me that they will cover my hotel stay and meal cost ~$370, plus $40 for toiletry purchases due to my luggage that was delayed for days, plus a $50 goodwill gesture since I had to travel 2hrs to retrieve the suitcase.

I am more than impressed with Lufthansa. Their e-mail was long, personal, and explained the circumstances etc. Wow

Thank you LH! Without a doubt one of my favorite airlines to fly with.

Last edited by keano016; Aug 21, 19 at 2:30 pm
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Old Aug 20, 19, 11:39 am
  #2  
 
Join Date: Sep 2005
Posts: 1,468
One year to resolve a claim though..
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Old Aug 20, 19, 12:17 pm
  #3  
 
Join Date: Aug 2008
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One year wouldn’t be too long if it were 8000 flights and not 8000 pax affected....
MichielR is offline  
Old Aug 20, 19, 12:35 pm
  #4  
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Join Date: Nov 2012
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8000 flights seems a lot to me, for a singular event (as opposed to say, a week long strike).
800 flights maybe ? And even that seems high.
fransknorge is offline  
Old Aug 20, 19, 1:42 pm
  #5  
 
Join Date: Nov 2006
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The customer service response time for LH is now at 52 weeks, some pax are easily pleased
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chris63 is offline  
Old Aug 21, 19, 2:41 am
  #6  
 
Join Date: Jul 2015
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Agreed. A year to fulfil their legal obligation does not sound exactly great.

It's interesting as I find usually US customers are expecting much more from customer service than EU customers, but maybe the invocation of the magic words "security threat" (as evidenced by Chase insurer) negates that...
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