Lufthansa Airline Complaint - The rudest airline in the planet!!
HONG KONG -- My father, my brother and I went to Hong Kong for a vocation a while ago. We flew there with Lufthansa airline. It was the first time we used Lufthansa but it was the last time ever too.
The journey between UK and Hong Kong was fine but when we left the Hong Kong International Airport, the Lufthansa's ground crews treated us EXTREMELY poorly. We were told between 3 of us, the total luggage have gone 6 kg over our limit. The ground crews said to us we HAD TO PAY EXTRA for the additional weight. We tried to associate with the crews and hoped that they could let us go without paying extra money, but the crews did not accept our request. In fact one of the crews, Pui Yee Poon (Ivy Poon) even humiliated us in front of the other crews and customers, she said our tickets were CHEAP TICKETS, we've got to pay the exceed weight. She even said it loud that she knew where we got the tickets from. We were shocked and embarrassed with her comments. I don't know if our tickets were what she called 'Cheap Tickets', but as far as I am concerned I purchased the tickets via a travel agent and it was the travel agent suggested us to go with Lufthansa. Anyway, we ended up paying two thousands and something Hong Kong dollars to cover the extra '6 kg' luggage.
Besides I was also not impressed when we were boarding I saw some Lufthansa staff standing next to the gate with a BATHROOM SCALE. They asked people to put their baggage onto the scale then again most of them were told they were over the limit and had to pay extra to cover the baggage. The staff just acted ridiculous and so unprofessional!!
When we got back home in the UK, the nightmare had not yet ended; I discovered some contents of my luggage were damage. I flew between UK and Hong Kong with several other airlines before and I never had any damage with my luggage. I guess it was because my luggage had not been handled properly (I mean someone had dropped or thrown my luggage during the journey). So I wrote to Lufthansa in the London office to complain the damage and the humiliation from the ground crew. I received a couple of replies for the London office regarding the damage. The office offered me some money for the damage but they did not say anything about our embarrassing experience in the HK Airport. I take that my complaint to the crew did not go any further and she still works as usual for Lufthansa in Hong Kong.
After all Lufthansa decides to ignore the problems and carry on the inferior customer care, the majority of customers just take their business elsewhere. I am sure the competitors would love to see that!!