Lufthansa Complaint - No Reimbursement of replacement items purchased due to lost luggage
Resolution Update on 04/23/2010:
On 9 April 2010 Lufthansa responded by email apologising for the delay but refusing to reimburse the replaced items because the luggage had been returned prior to the date of the receipts. They stated they required proof of my partner’s movements in order to reconsider his claim.
My partner responded on 9 April with exact details of his onward connections to Belgium on 11 Jan 2010 and his subsequent movements until he was reunited with his luggage in London.
Finally on 20 April 2010, more than 3 months after losing his luggage, Lufthansa finally agreed to reimburse £115.27 for replacement items.
Moral: never give up - don’t let them grind you down.
LIVERPOOL -- On 11 Jan 2010 my partner flew in from Afghanistan to Germany and then Germany to London Heathrow on Flight LH4740 to find his luggage missing. At the baggage tracing desk at Heathrow Terminal 1, he was given File Reference: LHRLH17534 / 11 JAN 10 / 2132 GMT for his Tag No. LH141112 and a sheet of paper with contact points for lost luggage. He was instructed to buy what items he needed until his luggage was found and delivered. He was promised he would be compensated at 50% for clothes and 100% for toiletries. His missing luggage was located and delivered within a week.
Subsequently he sent a fax to the Lufthansa Customer Feedback Europe fax number (0049 6969 055171) with a copy of all receipts. This was followed up with a hard copy of the same information to the mailing address (Lufthansa Customer Relations, PO Box 1289, Liverpool L69 3AX). He waited but nothing happened.
He tried calling the London Heathrow telephone number and was given the run-around. He then resubmitted all information and receipts by letter and fax and email. He received an automated email reply on 17 March (feedback reference number 20962246) but no further action from Lufthansa.
My partner has now been re-deployed to Afghanistan and left the matter in my hands. I sent a letter dated 29 March 2010 with full details and receipts requesting a refund. I have received no response. I resubmitted all details on the online Customer Feedback email form (www.lufthansa.com) and again received an automated response but no action. A hard copy was also resent. This is now the 4th time of asking for reimbursement.
Our customer feedback states that this is totally unacceptable service by Lufthansa and we demand that the claim be dealt with immediately and the promised reimbursement made.
Moral: do not check your luggage, do not let it out of your sight, do not trust anything they say, do not fly Lufthansa ever again.