Eirules
Posts: 1446
Joined: Sat Aug 04, 2007 5:17 am

LH Customer Service

Thu Jul 28, 2011 9:14 pm

Hi all

Was just wondering if anyone has any experience with LH customer service? In particular if you make a complaint...

In early June I flew with them to South Africa, and when i reached JNB my bag was damaged beyond repair. I logged it in the airport and was told someone from their baggage reps in Cape Town would contact me at my hotel. This never happened and I tried to ring while in South Africa but never got an answer. I bought a new bag as I had no option for coming home. When I got back to Dublin on 16th June I emailed LH about it and got a ref number and an email saying they were experiencing high volumes of complaints (not sure if thats something they should be admitting) but would contact me within 28 days. I heard nothing. I emailed them again on 20th July but at this stage I am pretty annoyed at the poor level of service.

Does anyone else have similar experience or am I an isolated case?
The way you cut your meat reflects the way you live....
 
reifel
Posts: 1534
Joined: Sun Feb 13, 2005 12:53 pm

RE: LH Customer Service

Thu Jul 28, 2011 10:21 pm

Hi,

well I can only talk about the LH customer service in Germany, and I had a damaged bag as well on my way from MAD to FRA. If you send them all necessary documents (which is basically the price you paid for the damaged bag and date of purchase, or even better an invoice, as well as some pictures and a confirmation from a bag shop that the damage is beyond repair and your bank account details, preferably with international bank details with IBAN and BIC/SWIFT number, join ticket copy, bag tag and bag receipt copy as well) then they took approx 3-4 weeks in my case. However be aware that they will not refund the price of your new bag nor the price that you paid when you bought the damage bag. They will refund the amount that the bag was worth the day it was damaged, which can be considerably lower if the bag is quite old. This goes the same logic as most travel insurers and tour operators, at least here in Europe...
 
Eirules
Posts: 1446
Joined: Sat Aug 04, 2007 5:17 am

RE: LH Customer Service

Fri Jul 29, 2011 4:09 pm

Quoting reifel (Reply 1):

Thanks for your reply. To be honest, I am not looking for a refund for the bag I bought. Im not even looking for a refund of what the bag was worth when damaged. But I would like some kind of contact and an apology. Two months after I logged the complaint I dont think that is too much to ask for
The way you cut your meat reflects the way you live....
 
Avianca
Posts: 5268
Joined: Tue Jan 25, 2005 5:33 am

RE: LH Customer Service

Sat Jul 30, 2011 12:31 am

Quoting reifel (Reply 1):
If you send them all necessary documents (which is basically the price you paid for the damaged bag and date of purchase, or even better an invoice, as well as some pictures and a confirmation from a bag shop that the damage is beyond repair and your bank account details, preferably with international bank details with IBAN and BIC/SWIFT number, join ticket copy, bag tag and bag receipt copy as well) then they took approx 3-4 weeks in my case

its a joke or? who saves the date of purchase, pictures etc from a bag?

I had a very very bad expirience with LH customer service last december, of course it was a caos in germany due the weather but at least a reaction after 100 phone calles would be nice...

end of the storry I received my money after several months insisting with the GSA of LH in Peru.

Had a similar case with AF some years back in germany, reported it, and within 3 days I received a new bag from them via postal service, really great and never expected it from AF,
Colombia es el Mundo Y el Mundo es Colombia
 
RyanairGuru
Posts: 6554
Joined: Wed Nov 01, 2006 3:59 am

RE: LH Customer Service

Sat Jul 30, 2011 2:16 am

Quoting EIRules (Thread starter):

Unfortunately I can't help with LH, but your story makes me all the more impressed with QF than I already was when they damaged my bag. I lodged a complaint at the airport, was given a reference number, asked how much I had payed for my case when new ($375) and given a list of approved baggage stores where I could go, choose a nice shiny new bag up to that amount, give the sales assistant my reference, and walk out without paying a cent.

The whole process took about 10 minutes and left me feeling very positive about the entire experience!
Worked Hard, Flew Right
 
lhr380
Posts: 2453
Joined: Thu Jan 15, 2009 5:39 pm

RE: LH Customer Service

Sat Jul 30, 2011 9:44 am

Quoting RyanairGuru (Reply 4):

My bag was damaged on a inbound longhaul flight with BA. I sent a email thru the ba.com website and within 2 days I had a phone call and email from them. 2 days after that I had a courier knocking at the door with my new suitcase.
(The views on this site are my own and no one elses)
 
reifel
Posts: 1534
Joined: Sun Feb 13, 2005 12:53 pm

RE: LH Customer Service

Sat Jul 30, 2011 2:07 pm

Quoting Avianca (Reply 3):

its a joke or? who saves the date of purchase, pictures etc from a bag?



No, I'm afraid... Basically you want something from the airline, so you have to prove them how much you want from them... If you tell them "my bag was 1 year old and cost 200 EUR", well if they don't believe you, then a receipt can be very very helpful... Otherwise they will refund you what they think the bag was really worth. The pictures however are meant to be made from the damaged bag, in order not to need to send them the whole damaged bag. Usually pictures of the damage are sufficient for the airline. They require you however to keep the damaged bagage until the claim is solved, just in case they want to see the damage further than on photos...

I do understand that this is not fair, but it's the way it is... Same goes for insurers of any kind... If someone makes a robbery in your home and you want the insurer to pay it, well you need to prove them that the objects you're claiming to be robbed were in your posession and what you paid for them... At least that's the legal logic in Germany, not sure about other countries.


Oh, by the way, LH in Germany sends you a card a week or so after receiving your complaint. It states that they have received your complaint and the tracking number of it....
 
Delta777Jet
Posts: 1224
Joined: Tue Jun 13, 2000 6:19 am

RE: LH Customer Service

Sun Jul 31, 2011 2:54 pm

I received only good service from Lufthansa Customer Service, maybe because I am Star Gold with them, I found US, UA or even TK (no Customer Service at all) worse !
B-717/722/737-200/300/400/500/600/700/800/900/B-747-100/200/400/SP/8i/B-752/3/B-762/3/4/B-772/LR/300ER/B-788/DC-10-10/30/L-1011-1/500/MD-81/82/83/90/A-319/320/321/AB6/312/313/332/333/342/343/346/359/388/TU154/IL-18/ATR-42/72/DH4/DH3/E145/E170/190/CR2/7/9
 
vt977
Posts: 51
Joined: Sun May 08, 2005 5:09 pm

RE: LH Customer Service

Mon Aug 08, 2011 8:47 am

I was flying delta and my bag was damaged on arrival (Melbourne, Florida).
I was directed to the delta rep on arrivals. He noted down the flight details and contract address . To my surprise I recieved a new bag in about a week with a apology letter.

Gr8 service
A conclusion is what you reach when you get tired of thinking.

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