Great lost luggage experience

Old Jun 12, 01, 10:49 am
  #1  
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Join Date: Apr 2001
Location: Malta
Programs: LH HON, BA Gold, Bonvoy LT Titanium
Posts: 415
Great lost luggage experience

I flew HKG-JFK-FRA-LHR recently on *A RTW ticket (tailend, expiring within 3 days) and checked my luggage with UA in HKG all the way through to LHR. I arrived JFK 2040 local time, and was booked on LH to FRA at 23.55. After fighting my way through US customs I rechecked my luggage for the FRA and LHR sectors and made my way to T1 for LH. When I got into the Terminal I saw that the SQ leaving at 21.40 was a bit late and on Last call, and ran to the SQ check in and asked whether they had a seat left. I wanted to book that flight in the first place, but obviously 1 hour is not enough in JFK. Official min connecting time is 2h.

They had a place, but warned me that my luggage would not make it. 5 min later I was on the plane, and ten minutes later we took off. Arriving in FRA 3 hours earlier than anticipated I could get a better connection to LHR, and tried to find out the whereabouts of my luggage. The LH girl in the Senator Lounge in B was very helpful but could not locate it. At the gate I tried again, and they confirmed that the bag was not on board, and that I should make report in LHR.

After landing I went straight to the LH lost luggage desk to make my report. The girl was incredibly nice, offered me GBP 180 for emergency clothes (If you keep them after the luggage arrives, they refund 50%, if you return it to LH they refund 100%. Underpants and socks are refunded 100% even if not returned !)

She told me that she would call me at the hotel before her shift ended (8pm), whether it had been found or not. At 7.30 pm she rang, said that it had just arrived and cleared customs. At 9.05pm it was at the hotel !

Given all the bad lost luggage experience (about 20% of flights that I check bags) in the past, I was shocked at such friendly and professional treatment, especially given that it was my fault, and I had dumped LH for SQ, and had accepted that the bag would not arrive with me.

I did not bill LH for any clothes.
Zorro is offline  
Old Jun 12, 01, 10:03 pm
  #2  
 
Join Date: Dec 2000
Location: Nr. Zurich
Programs: LH SEN, IHG Platinum, Marriott Lifetime Gold
Posts: 1,607
It doesn't surprise me at all. I have always been treated well by Lufthansa. I had a case recently in Singapore where my wife became sick suddenly (we were in transit) and I had to get the bags pulled. The flight was full and the staff at the gate were overloaded. But they were fast, efficient and friendly and had us on our way to a hotel as soon as they could.

My view is that airlines actually have an easy job being good when things are running smoothly. My favourite airlines are those that are there for you when the "sh*t hits the fan". And Lufthansa is one of them.
Snoopy is offline  
Old Jun 13, 01, 3:37 am
  #3  
Moderator, Argentina and FlyerTalk Evangelist
 
Join Date: Aug 2000
Location: EZE (Buenos Aires)
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Posts: 35,147
Wow, indeed great service.
Gaucho100K is offline  
Old Jun 13, 01, 3:43 am
  #4  
 
Join Date: Jun 2001
Location: KSF, Germany
Posts: 15
Hallo everybody,

this is my first posting in this board.

I am glad to hear these reports from the
lost luggage experience because I have heard
a lot of other stories that were completly
different.

greetings

senatorservice

senatorservice is offline  
Old Jun 13, 01, 5:26 am
  #5  
 
Join Date: Feb 2000
Location: (SMV) St. Moritz, Switzerland
Programs: LH SEN, AA AAirpass, IC Ambassador Platinum, *wood Gold
Posts: 1,343
The way I was treated is one of the reasons that I am loyal to LH.

In 1987, I was stationed in Germany and got a 525 USD special deal from NUE - FRA - DFW - EWR transfer to JFK - FRA - NUE for my sister's wedding and visiting a conference.

My bag did not make the transfer to JFK and was delayed one day. The bag arrived by taxi at about 7:30 in the morning, and I got a letter in the mail from LH the next day with an apology for the delay.

Really made an impression with me that LH would treat GIs this way, when US carriers treated us the same way as the baggage.

It takes a direct threat to make me fly on other carrriers.

[This message has been edited by eMailman (edited 06-13-2001).]
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