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  1. #1
    Join Date
    Jan 2005
    Location
    Troy, MI
    Posts
    280

    Default Lufthansa - Customer relations gone bad!

    I have an equally disappointing story about Customer Relations from Lufthansa. If airing grievances about a company is allowed here, and I'd be more than happy to air a story of a company doing wrong by its customers, namely my daughter Alyson and me. Your thoughts, Vicki and Pete?

    Ken
    It's time for some woodshedding, Willie Mae. The blue light was my blues, and the red light was my mind.

  2. #2
    Join Date
    Dec 2004
    Location
    The OC
    Posts
    7,874

    Default

    Go for it Ken! I'm going to give this thread it's own forum to live in called "Customer Service - The Good, The Bad and The Ugly!"
    Is it tasty . . . precious?

  3. #3
    Join Date
    Feb 2007
    Location
    Hartford, Huntingdon, United Kingdom
    Posts
    804

    Default

    Not a huge fan of Lufthansa myself either. KLM all the way baby!!

    Hit us with the dirt Ken.

  4. #4
    Join Date
    Jan 2005
    Location
    Troy, MI
    Posts
    280

    Default Gone bad...

    On her flight back to Germany during her year of study abroad, Lufthansa lost my daughter's bag. She thinks she may have seen her bag get stolen off the conveyor, but I am dubious. The Lufthansa baggage rep on site said it would be covered, said they are liable regardless of whether it was lost or stolen, took her claim, and directed her to make a police report, which she did. Jean Bari in Customer Relations emailed her earlier this week, saying they are now denying her claim. Because it was stolen after it hit the belt, she says, it's not their fault, even though Alyson never took possession of the bag. I say that's horse puckey - they can't say for sure that was her bag, and that it wasn't another legit passenger picking up a bag that looked like hers. Why would a thief pick a used duffel bag out of an array of expensive luggage from well-heeled international travelers? In any case, she gave them a bag she never got the chance to retrieve. She gave it Lufthansa. She never got it back. End of story.

    The bag was full of all of our Christmas presents to her - mostly clothes, needed for winter. They dragged this out for weeks, made us gather up all of the receipts, and then denied her based on the police report their baggage agent advised her to file. Just as bad is the fact that they hide behind a wall of secrecy - the correspondence from Jean lists only a FAX number, and all of the email addresses involved in their correspondence are generic. I have responded to the email. They have not responded to me. It is obvious they want to make this as difficult as possible for the customer. Everything I can find about them on the web indicates this is their modus operandi. Now I have faxed a reply. I await a response.

    Wrong. Just plain wrong.

    I'm not giving up. Lufthansa denied the wrong claim here. I will continue to escalate my response (not here - don't worry Pete and Vicki) until they fulfill their agent's initial commitment to reimburse my daughter for her loss.
    It's time for some woodshedding, Willie Mae. The blue light was my blues, and the red light was my mind.

  5. #5

    Default

    You need to call Clark Howard. He is a former travel agent turned Consumer Advocate with a nationally syndicated radio show out of ATL... You can find his info online. He has an entire consumer action center on staff that can help you so you don't have to worry about battling to get on the air.

  6. #6
    Join Date
    Jan 2005
    Location
    Troy, MI
    Posts
    280

    Default

    Quote Originally Posted by dr9 View Post
    You need to call Clark Howard. He is a former travel agent turned Consumer Advocate with a nationally syndicated radio show out of ATL... You can find his info online. He has an entire consumer action center on staff that can help you so you don't have to worry about battling to get on the air.
    Great lead, thanks, and I'll give it a shot. I still have a hard time believing this isn't one of those'"we'll bluff first and see if they cave" moves, but it is really hard penetrating their shell. Hopefully this will help.

    Ken
    It's time for some woodshedding, Willie Mae. The blue light was my blues, and the red light was my mind.

  7. Default

    Quote Originally Posted by sandman View Post
    Not a huge fan of Lufthansa myself either. KLM all the way baby!!

    Hit us with the dirt Ken.
    Ok, I'm convinced. No go's on my list are Lufthansa and Delta. I like EVA air though. What do you think of them?

    BTW, I found this website. There are a lot of comments on there for different companies also and just want to share with you guys so you can post your comments too if you need to - but Facebook might be way better - I think this is the way to go if you want to be anonymous?

  8. Default

    Hi, I think, instances like this can happen and patience must be given once in a while and talk it over the right authority calmly. However, sometimes, I understand that when your kids are already at stake any guardian or more of a mother would have been so mad about it

  9. #9

    Default

    I thought this thread was going to be about them not letting you fly with a bottle of mead? WVMJ

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