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Baggage Problems
COMPLAINT: Lufthansa hides from customers during crisis

 
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  #1  
Old Dec 3, 2010, 2:55 PM
E. Walter Koenig E. Walter Koenig is offline
 
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Lufthansa Chooses to Hide From Customers During Lost Baggage Crisis Resulting from the 28 November 2010 Snow Storm in Frankfurt.


Since 29 November 2010 Lufthansa's lost baggage telephone numbers have been not been manned. The snowstorm on 28 November 2010 caused hundreds of flight delays and cancellations. The result has been thousands of checked bags being lost or misdirected. Rather than taking on the issue squarely by providing the best information available to assist passengers, Lufthansa has decided that a better strategy is to hide from customers. The numbers provided for information arent manned. I have personally and repeatedly called Milan, Rome, Frankfurt, and Munich,...all calls have been unanswered. The web baggage search doesnt work. Even emails sent to the complaint site are going unanswered. The only way to speak to a human operator is on the reservation line but the only assistance they give is the provision of the nonworking information numbers. There are no non-reservation information numbers on the websites...even under the"contact us by telephone" section. The reservation agents that I talked to refuse to escallate the issue by providing contact information for management...some even claiming that they dont have any management at all. One reservation attendant admitted that they were overwhelmed with the baggage situation and that calling the information lines was a waste of time as they are all unmanned. |They also admitted that, due to the heavy volume of lost luggage the web based search site was useless because most pieces of luggage werent "logged in".

To have a blackout on communication with customers that is this consistent and widespread is obviously a management strategy. This totally unacceptible and certainly unworthy of an airline like Lufthansa. No one can blame Lufthansa for a snow storm but they can be blamed for abandoning their customers. Im hopeful that senior management learns of this issue and fixes it.

Last edited by E. Walter Koenig; Dec 3, 2010 at 2:58 PM.
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  #2  
Old Dec 3, 2010, 6:56 PM
cortney cortney is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Sep 2009
Posts: 288

one of our pilots had a lost bag from lufthansa and had problems too. she was finally able to get the web baggage search yesterday and get a hold of lufthansa and found out that her bag was still in leipzig germany. good luck with your bag, hope you get it resolved soon
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  #3  
Old Dec 6, 2010, 9:27 PM
James Helgeson James Helgeson is offline
 
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Well, it seems I'm not the only one.... Sorry to hear it.

My lost bag was supposed to be transferred from United 906 (ORD-MUC) to Lufthansa 2036 (MUC-TXL) on 29 November 2010 (departure from ORD on 28 November in the evening).

From Munich, I was obliged to continue my journey by train, with a Lufthansa voucher. I declared the bag missing at Munich airport on the morning I arrived, according to the recommendations of the Lufthansa staff.
They have been supremely unhelpful since then. Anyone have any current news?

Last edited by James Helgeson; Dec 6, 2010 at 9:30 PM. Reason: HTML code appears in message.
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