[Darine]

I would like to convey my deep disappointment at the level of service I have received from Lufthansa and Spanair during my recent flight (Flight No. JK5756 on date 17/09/2009). I went from beirut to Ibiza but had 2 stops the first in Frankfurt and than Barcelona. I booked my flight with Lufthansa and they reserved for me with Sapnair an internal flight from Barcelona in order to get to Ibiza.

In the course of that flight all of my checked in luggage was lost. I was given a claim number (No. IBZJK31571). During my entire stay in Spain, which lasted 8 days, I did not hear from any representative nor were they able to locate my luggage. As a result, I had to incur significant expenses purchasing clothing and other necessities during my stay.

Afterwards, I returned to Beirut with still no sign of my luggage being found. That was 27 days ago. Since then, I have been in contact with Lufthansa and Spanair representatives to see what progress has been made and sent several e-mails. I was advised that as yet my luggage had not been found and that as a result I should email [email protected] to detail my case, in addition I’ve filled a complaint on both websites.

It is bad enough that my luggage was lost in the first place. However, the stress and expense caused by your both firm's negligence in this respect has only been added to by the almost complete lack of assistance and response I have received from their representatives as regards finding my lost luggage. I do not think it is acceptable that I should have to repeatedly contact both airlines to find out what is happening and yet, despite all my efforts, not even receive an answer from the companies to my emails.

If this is the standards of service that one can expect from an airline, then I can say with certainty that not only will I not be using their airline in the future, but that I will also be certain never to recommend both airlines for any others considering travelling to Spain.

[AirlinesMustPay]

You don't seem to know at which point your bags got lost. Does this mean that after you left Beirut you didn't look for it until you got to Ibiza? I would have thought that as you entered the EU at the first point, Frankfurt, you would have been required to collect your baggage and clear customs.

Your claim in any event would be against Lufthansa. It doesn't seem as if you made a claim yet for lost bags. After 21 days bags are considered lost in Europe and you may now need to make a claim. Compensation is limited to 1000 SDR. [1 SDR = US$1.58]

[Darine]

That's right I don't know at which point my bag got lost. I wasn't required to collect my luggage before getting to Ibiza since in Frankfurt and Barcelona I had a transit visit, that's why all my friends who travelled with me collected their luggages in Ibiza but mine was lost.

I made a claim immediately in Ibiza airport as soon as I found out that my luggage was lost.
As well in Frankfurt i went to Lufthansa office in my way back to Beirut in addition when I got back I called their office in Beirut they told me over the phone that they are not responsible it's Spanair responsability since the claim number is: IBZJK31571‏; so it's the last airline taken that should be responsible of the loss: But I've insisted since I've reserved through their airline so they told me to send my claim to the following e-mail address and they'll get back to me [email protected] but no one replied as well I've sent it to spanair e-mail which is [email protected] and filled claims on both airlines website, than I called Spanair office in Spain many times and on the 06/10/09 they replied asking me to detailed the content and value of my baggage and that's what I did and waited, than I sent an e-mail asking them to confirm the receipt of my mail and the time needed for an action from their side as well no one reply therefore I called today their customer service which is a real mess and their agent inform me that they'll get back to me after minimum 2 weeks.
That's my story and I got the Copy of the luggage check in labels, Copy of the PIR, the ticket every paper that might be needed but Im not getting any response or hope at least.
If you require any additional information please don't hesitate to ask.
I really appreciated that my story have been checked and your prompt reply.
Best Regards,
Darine

[AirlinesMustPay]

With regard to travel by successive carriers, I don't think the EU legislation makes any specific provision, but Article 30.3 of the Warsaw Convention provides:
"As regards baggage or cargo, the passenger or consignor will have a right of action against the first carrier, and the passenger or consignee who is entitled to delivery will have a right of action against the last carrier, and further, each may take action against the carrier who performed the carriage during which the destruction, loss damage or delay took place. These carriers will be jointly and severally liable to the passenger or to the consignor or consignee."

You being the passenger could claim against either Lufthansa or Spanair.

If I were you I would proceed to claim against Lufthansa because:
(1) Your contract was with Lufthansa although your claim is not based in contract but under the Warsaw Convention
(2) Spanair only handled the domestic leg from Barcelona to Ibiza, but for the purpose of your claim all is considered international carriage.
(3) Lufthansa is an international airline while Spanair sounds like a domestic airline operating in Spain and less likely to have an office in Beirut where you are.
(4) Lufthansa has a reputation to maintain and more likely will try to settle your claim without too much publicity.

[Darine]

Thanks for your advice I'll proceed with it hope I get to a solution soon

Best Regards,
Darine

[PHXFlyer]

I have a feeling your bags are probably in Frankfurt. You mentioned you had transit visas while your friends did not so they had to collect them in FRA and clear customs there. The people handling the bags probably weren't told of your visa status and your bags were probably sent to the customs carousel. When they weren't claimed they were probably locked up somewhere in the customs area. Do any of your friends remember seeing your bags in Frankfurt as they collected theirs?

If there is a way to do so I would suggest contacting the customs officials there. Find out what happens to bags that aren't claimed in the customs hall. Are they kept by the customs officials or sent back to the airlines? Either way it could give you some insight as to what happened. If the bag was kept by customs it may be possible to arrange to have it sent back to Beirut.

Good luck.

[justme]

Originally Posted by PHXFlyer

I have a feeling your bags are probably in Frankfurt. You mentioned you had transit visas while your friends did not so they had to collect them in FRA and clear customs there. The people handling the bags probably weren't told of your visa status and your bags were probably sent to the customs carousel. When they weren't claimed they were probably locked up somewhere in the customs area.

Agreed. Seems like the most plausible scenario. Here is what I found straight from the FRA Airport website: "The Lost & Found office will be glad to help you find your lost belongings. If they are found, we keep them for three months before auctioning them off."

Terminal 1, B Concourse, Level 0
Open daily from 8 a.m. to 6 p.m.
Phone: 01805 - FRALOST* or 01805 - 372 5678*
Fax: +49 (0) 69 690 54081
E-mail: [email protected]

Good luck!

[jimworcs]

Not sure PHX he said his friends had to collect their bags in FRA. I read it to say that he and his friends ALL collected their bags in Ibiza.

I too think the bags are likely to be in FRA, and would pursue that too. I would chase Lufthansa for compo. I am not sure if this helps, but following the recent Spanair air crash in Madrid, I seem to remember that Spanair is a wholly owned subsiduary of SAS.

[PHXFlyer]

Originally Posted by jimworcs

Not sure PHX he said his friends had to collect their bags in FRA. I read it to say that he and his friends ALL collected their bags in Ibiza.

I too think the bags are likely to be in FRA, and would pursue that too. I would chase Lufthansa for compo. I am not sure if this helps, but following the recent Spanair air crash in Madrid, I seem to remember that Spanair is a wholly owned subsiduary of SAS.

No the OP, who I think is a "she", said she had a transit visa so was able to bypass customs in FRA while her friends had to claim their bags and clear customs.

Additionally I now see that the OP has identified as an airline employee. Were you traveling on your benefits, non-revenue, or were you on a paid ticket? If you were traveling on your benefits I believe that your bags also fly standby and that you really cannot make a claim against any airline for a delayed bag. What you do about a lost bag I don't know. Perhaps your employer can help you locate your lost bag. I'm sure they must have inside contacts at Lufthansa they can call.

[Jetliner]

Even if flying on benefits you would still file a claim so that the bags can b traced and sent to you. Also with security regulations, if the bags are in FRA, they cannot be sent on any flight unless there is a claim entered OR the airline sends a teletype message. Even still they can get hung up there for quite some time. I had a case once where a passenger transfered in FRA from one airline to another. One of their bags never showed up in the US.

The passenger had flown Lufthansa into FRA, and United to Washington DC, then my airline the rest of the way. I entered the claim, the bag never showed. I had United enter a courtesy claim (they enter a claim, but it would never get paid out - tracing only) the bag never showed. United sent teletype messages. The bag finally showed up about a month later. Oh, and I had actually called Lufthansa and Untied in FRA and confirmed that the bag was in fact there, but they needed the message sent and claim entered.

I would also guess that she does not actually work for an airline. Sounds like Spain is home, and maybe a language barrier of sorts with picking what group you belong to here??? Her complaint just doesn't sound like something an airline employee would make. Why would she recommend another airline, and I would say if it's her own airline, she's apt to loose her fling benefits talking like that.

[Darine]

My friends and I had to pick our bags from Ibiza airport since we all got same ticket and we had only a transit visit in FRA and BCN. And on my way back to Beirut we had same transit visit so I went in FRA airport to Lufthansa office they told me to go to Newco Lost and found office in FRA airport I asked again about the bag and as well they took all the information again and I updated the color of the bag since it was mentioned that it is blue and it was black so I asked them to rectify that. and yesterday I filled another claim on Lufthansa web hope this time it will be read.

[PHXFlyer]

Originally Posted by Darine

My friends and I had to pick our bags from Ibiza airport since we all got same ticket and we had only a transit visit in FRA and BCN. And on my way back to Beirut we had same transit visit so I went in FRA airport to Lufthansa office they told me to go to Newco Lost and found office in FRA airport I asked again about the bag and as well they took all the information again and I updated the color of the bag since it was mentioned that it is blue and it was black so I asked them to rectify that. and yesterday I filled another claim on Lufthansa web hope this time it will be read.

We're all hoping for a positive outcome. Please keep us posted.

Best!

PHXFlyer

[justme]

Originally Posted by PHXFlyer

No the OP, who I think is a "she", said she had a transit visa so was able to bypass customs in FRA while her friends had to claim their bags and clear customs.

I am confused as to why a transit visa would allow you to by-pass customs. Wouldn't you have to go thru customs to show them your visa? The bags are probably chasing her around a couple days behind, hopefully she'll get them back soon!

[jimworcs]

She may have gone through Customs in Ibiza... typically it is Immigration/Border Control who check visas in the EU. It may be that if you are transiting in FRA you don't go through Border Control if your departing flight is in the same terminal.

PHX..

That's right I don't know at which point my bag got lost. I wasn't required to collect my luggage before getting to Ibiza since in Frankfurt and Barcelona I had a transit visit, that's why all my friends who travelled with me collected their luggages in Ibiza but mine was lost.

I can't find where her friends collected the bags in FRA and she was to collect her in Ibiza.. which post does she say this in~?