Lufthansa

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.

My Lufthansa flight was cancelled only two hours before departure due to airspace restrictions, and this has now happened twice in a row. I have been stuck in the city for two full days, and tomorrow’s rebooked flight will be the third attempt. which may also be delayed or cancelled. The situation itself is outside Lufthansa’s control, but the handling has been extremely disappointing. No clear guidance, no proper support, and a rigid attitude from staff who seemed unwilling to help with missed connections or prepaid hotel nights. I expected a basic level of care from a major airline, but instead felt abandoned. After this experience, I no longer feel confident choosing Lufthansa for long-haul travel.

Surprised at the awful overall experience with Lufthansa! What happened to the famous German punctuality? All flights were delayed without a proper explanation, bad customer service at the airport and had to wait an hour for our bags, won’t be flying with Lufthansa anymore!