Lufthansa Heathrow Airport London Complaint - Bad Manners From A Desktop Lady

Review by mylonas on 2010-08-04
Yesterday (3rd of August around 11:00 local time) in Heathrow airport (London - Munich flight No. LH 4757) a desktop lady, with very bad manner, due to fact that I had excess weight (that I paid GBP 205.90) in front of many people (over 100 people)forced me with very bad behaviour to open my luggages and put clothes from one baggage to other. It was degrading and discriminating in front of all of these people looking at me to open my luggages with my husband and everybody looking at me to put clothes and personal effects from one luggage to another.

I will consult a lawyer if this was ok and be sure that to the rest of my life I shall never again have a flight with Lufthansa. Also be sure that I shall tell this story to all my friends and relatives all over the world.
I am waiting your comments about this lady's behaviour.

Comments:12 Replies - Latest reply on 2010-08-06
Posted by Anonymous on 2010-08-04:
Your description of your problem is confusing. I guess you luggage was overweight. They usually charge you extra if your bags are overweight. It sounds like the ticket agent let you remove the excess weight to others bags. That would be good customer service in my opinion, unless you wanted to pay more money. You should be thanking the agent instead of being angry and ungrateful.
Posted by Ben There on 2010-08-04:
Many people shift clothes between bags at ticket counters every day. Next time, make sure your bag is within the allowed limits to fly.

Would you have preferred to pay a change fee to travel on a different flight to allow you time to go home and re-pack?
Posted by Anonymous on 2010-08-04:
What Ben said.

Posted by SaMoore on 2010-08-04:
It sounds as if the customer paid for the excess weight for the baggage. I wonder if she had paid prior or was asked to shift the clothing around and then pay for the excess weight.
Posted by Ben There on 2010-08-04:
I read it as both bags were overweight and one bag was too heavy to even be accepted as baggage. By shifting contents, both bags were still overweight but legal to fly.
Posted by Anonymous on 2010-08-04:
What exactly constituted bad behavior/manners and the discrimination...something she said or did? It's hard to have an opinion about the desk person w/o more details of what was said.
Posted by Weedwhacked on 2010-08-04:
What is a lawyer supposed to do for you?
Posted by Ytropious on 2010-08-04:
A lawyer can't do anything about you feeling embarrassed by the situation. You had to do what you had to do to fly.
Posted by Crown Jules on 2010-08-04:
I read it that one of the bags was overweight so the ticket lady asked the OP to move some things to even them out but they were still over the limit so she had to pay the fee. I also don't see where the discrimination comes into play, I'm sure Lufthansa would have asked anyone to do the same.
Posted by mylonas on 2010-08-05:
I paid first and then the lady with the bad behaviour and bad manner keeping also our tickets to her desk) said me to open my one heavy luggage (35 kilos) and put the clothes to the two others (13 kilos and 14 kilos each). When I came back with the kilos divided in my three luggages the lady was not in her desk. Another lady gave me my tickets. I think that it is clear not confusing you.
Posted by Ben There on 2010-08-05:
Ah, the bag that weighed 35 Kilos was the problem. You had way over your free baggage allowance, plus you had a bag that was too heavy to fly. She may have been rude - and that is not good - but you had three alternatives: leave the bag behind, shift items between bags at the airport, or change your ticket to another date so you can go home shift items.
Posted by mylonas on 2010-08-06:
I wonder if Luftahnsa has a policy for her employees how to talk, explain and serving her customers. Talking to a customer in a friendly and calm way I think you will have better results. The customer give his money to the Company and must have respect.

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