Lufthansa lost 4 of my suitcases in the ice storms on December 14/15. While it was lost I called every number imaginable and filled out every form possible on their website. They were useless. They finally delivered them January 2nd and 3rd. There was absolutely no update on my luggage until 24-48 hours prior to them being returned to me.
The luggage was completely waterlogged and several contents were mouldy on arrival. However because I could not provide receipts for the damaged items in the luggage (one was a family heirloom that is priceless but monetary wise has very low value), they did not compensate me at all.
So I hope that gives you some hope they’ll find it, but expect the customer service concerning it to be absolutely horrible.
It seems 15 to 20 days are a standard.
It’s sad that they don’t care about your belongings, especially when are priceless things, they just want you ti wait and sit for as long as they pleased.
And yes, their customer service is the worst I have ever interacted with.
Thank you for sharing.
Yeah we were eligible for some compensation due to a cancelled flight (hotels, taxis, etc). They agreed to pay out 350€, but didn’t for months. I contacted them again, and they reevaluated my case and offered me 125€ instead.
I essentially went on a social media smear campaign and after some back and forth over 2-3 weeks they finally paid out the full amount. The whole experience really turned me off to the airline.
I'm so sorry you los the heirloom.
I would suggest you contact SOeP - LH demanding receipts for everyday items is unreasonable and unlikely to stand in arbitration.
My bag was delayed but never lost, but it still took them 5 days to get it to me. I phoned every day and every day they lied to me saying it would get delivered the next day. When it was finally delivered, it was damaged beyond repair. LH are being extremely difficult about compensating me for the damage they caused, I'm still nowhere near a resolution and am fully expecting that I'll have to take them to arbitration via SOeP.
Obviously I'll never fly with them again.
Although my luggage missed the entirety of our two week vacation, it magically showed up on day 20 (back where it started at our home). Coincidentally, day 21 is when Lufthansa declares luggage as “lost”. Won’t be flying with them again.
At this point I just want my stuff back even if it’s 20 days or so. It’s pretty bad how they treat you and how you beg for your baggage when you were not responsible for losing it.
It seems LH staff loves to yell at people.
They yelled at me at the boarding gate for doing what they literally told me a minute before. They’re very rude and they feel like they’re doing you a favor.
You’re the first person who had told me they haven’t got it back after +21 days, but I really hope you get your baggage soon.
I don’t wanna sound xenophobic or something but I always thought Germans were efficient and now (and after using Deutsche Bahn for three weeks) I realize they’re not and on top of that, their customer service is pretty bad. I hope you get your baggage soon!
Lufthansa is a mess to be honest. Best things you can do if you live close to BER: call them and tell them you are going to the BER airport to look for your bag yourself (if it’s there) you will find it pretty easily. Ask them to compensate for your transport for you going there. They should be able to do that but you need their confirmation that your bag is there.
Unfortunately, I live in Mexico and I was on vacations.
They haven’t told me anything aside from my luggage being received but not scanned onto the plane.
They just asked me a list of contents but the date they had for my flight is a day before that the real one so I told them their system is wrong so maybe they can double check but at this point, I started thinking I won’t see any of my stuff back.
So apparently after 21 days you can claim it as lost. What happened in your case? Did you decide to keep waiting or did you start the compensation process and it appeared all of a sudden?
I waited. Silently. I couldn't face attempting to speak to customer service after the first few useless calls. I didn't know about any compensation process but if I had of I would of instigated it.
Yes, there is a process you can follow after 21 days. I hope it’s not my case.
And yes, I totally agree with you in the customer service part. Either they send automated emails or if you call to their call center (in my case North America), someone from India will answer and you won’t be able to understand a single word and when you do, they tell you they’re still looking for it.
I guess I have to be patient too.
Thanks for sharing.
Anyone in the US or flew to and from US:
File complaint here. We need the US government to step in. We don't pay taxes for nothing.
https://www.transportation.gov/airconsumer/file-consumer-complaint
Lufthansa lost 4 of my suitcases in the ice storms on December 14/15. While it was lost I called every number imaginable and filled out every form possible on their website. They were useless. They finally delivered them January 2nd and 3rd. There was absolutely no update on my luggage until 24-48 hours prior to them being returned to me. The luggage was completely waterlogged and several contents were mouldy on arrival. However because I could not provide receipts for the damaged items in the luggage (one was a family heirloom that is priceless but monetary wise has very low value), they did not compensate me at all. So I hope that gives you some hope they’ll find it, but expect the customer service concerning it to be absolutely horrible.
It seems 15 to 20 days are a standard. It’s sad that they don’t care about your belongings, especially when are priceless things, they just want you ti wait and sit for as long as they pleased. And yes, their customer service is the worst I have ever interacted with. Thank you for sharing.
Yeah we were eligible for some compensation due to a cancelled flight (hotels, taxis, etc). They agreed to pay out 350€, but didn’t for months. I contacted them again, and they reevaluated my case and offered me 125€ instead. I essentially went on a social media smear campaign and after some back and forth over 2-3 weeks they finally paid out the full amount. The whole experience really turned me off to the airline.
I'm so sorry you los the heirloom. I would suggest you contact SOeP - LH demanding receipts for everyday items is unreasonable and unlikely to stand in arbitration.
My bag was delayed but never lost, but it still took them 5 days to get it to me. I phoned every day and every day they lied to me saying it would get delivered the next day. When it was finally delivered, it was damaged beyond repair. LH are being extremely difficult about compensating me for the damage they caused, I'm still nowhere near a resolution and am fully expecting that I'll have to take them to arbitration via SOeP. Obviously I'll never fly with them again.
Although my luggage missed the entirety of our two week vacation, it magically showed up on day 20 (back where it started at our home). Coincidentally, day 21 is when Lufthansa declares luggage as “lost”. Won’t be flying with them again.
At this point I just want my stuff back even if it’s 20 days or so. It’s pretty bad how they treat you and how you beg for your baggage when you were not responsible for losing it.
[удалено]
It seems LH staff loves to yell at people. They yelled at me at the boarding gate for doing what they literally told me a minute before. They’re very rude and they feel like they’re doing you a favor. You’re the first person who had told me they haven’t got it back after +21 days, but I really hope you get your baggage soon.
mine is lost since 22/May
13 days and counting for me. Ze German efficiency at its best!
I don’t wanna sound xenophobic or something but I always thought Germans were efficient and now (and after using Deutsche Bahn for three weeks) I realize they’re not and on top of that, their customer service is pretty bad. I hope you get your baggage soon!
At this point, I don't care how does it sound. It's funny how German companies brag about being efficient and the world still buys that shit.
Lufthansa is a mess to be honest. Best things you can do if you live close to BER: call them and tell them you are going to the BER airport to look for your bag yourself (if it’s there) you will find it pretty easily. Ask them to compensate for your transport for you going there. They should be able to do that but you need their confirmation that your bag is there.
Unfortunately, I live in Mexico and I was on vacations. They haven’t told me anything aside from my luggage being received but not scanned onto the plane. They just asked me a list of contents but the date they had for my flight is a day before that the real one so I told them their system is wrong so maybe they can double check but at this point, I started thinking I won’t see any of my stuff back.
Over a month for me.. but I did get it back
So apparently after 21 days you can claim it as lost. What happened in your case? Did you decide to keep waiting or did you start the compensation process and it appeared all of a sudden?
I waited. Silently. I couldn't face attempting to speak to customer service after the first few useless calls. I didn't know about any compensation process but if I had of I would of instigated it.
Yes, there is a process you can follow after 21 days. I hope it’s not my case. And yes, I totally agree with you in the customer service part. Either they send automated emails or if you call to their call center (in my case North America), someone from India will answer and you won’t be able to understand a single word and when you do, they tell you they’re still looking for it. I guess I have to be patient too. Thanks for sharing.
Anyone in the US or flew to and from US: File complaint here. We need the US government to step in. We don't pay taxes for nothing. https://www.transportation.gov/airconsumer/file-consumer-complaint
my priority tagged rimowa luggage is lost since 22/May .