Austral

Lufthansa lost my luggage on a flight within Europe. Inconvenient, but mistakes happen. The airport’s lost luggage officer was very helpful and filed a report immediately. A week later an airport officer advised that the bag had turned up and I was able to collect it from the airport. It had a tag on it showing that it had been sent to the wrong airport. So why I am writing this? Well, my issue is that Lufthansa made no attempt to contact me at the time and despite months of trying, no apology or compensation. Lufthansa knew immediately about the loss because the airport had sent them a report and there was a note on the Lufthansa website saying that the loss had been reported. But I was given zero information about whether my luggage was still in transit or lost for good. The website would not issue a tracking number because of the airport report. A few days later, assuming that the baggage would not be returned, I made a compensation claim, for which I simply received a proforma request for more information, without acknowledging that they already knew where the bag was. Months later, still with nothing from Lufthansa, my travel agent advised me to lodge a feedback form. Once again, nothing happened. When the agent followed up, Lufthansa’s offered only platitudes, implying that reporting of the luggage loss and the problems with their tracking and contact system were my fault. They still have never acknowledged that they knew of the loss, let alone acknowledge that I am out of pocket. Months later, they are even asking for proof of the airport’s lost luggage report, even though they were advised on the day of the flight and they eventually found the luggage and forwarded it. I have no complaints about the cabin staff or on-board meals. But their customer relations are appalling.

Due technical problem before flight to Tenerife North at October 22nd we waited for departure in airplane at Madrid airport almost one and half hour without any offer of even a bottle of water and then when we departured they started with selling of water and sandwiches just like we did not sat in plane without any support for so long time because of their technical problems. Very dissapointed because we arrived to Madrid with another company and got water and meal even when everithig was on time.

It's one of the worst airlines I have taken. They are on purpose tricking their customers with their booking system. At least 1/3 of the passengers had to pay extra 60€ because they were violating smart wing rules. Since they were checking everyone we were more than one hour late