Lufthansa — Lost luggage and missed flights

Good day
I am writing to express my extreme dissatisfaction and frustration with the service provided by your airline during my recent trip from South Africa to Berlin ( Via Heathrow ). Unfortunately, the series of events that unfolded have not only marred our holiday experience but have also left an indelible negative impression of your airline's customer service.

My sister and I were scheduled to travel on EW 9467 from London to Dusseldorf and then onto Berlin ( EW 9040 ) on 22 September 2023 . However, upon our arrival at Berlin we were devastated to discover that our luggage, containing essential items for our trip, had been misplaced. This unfortunate incident left us stranded in a foreign country without our personal belongings, including clothing, toiletries, and necessary medications.

Despite reporting the lost baggage immediately with ticket number BEREW11978, the assistance we received from your staff was far from satisfactory. We were compelled to purchase emergency clothing, appliances, and medications at our own expense, as we were given no assurance of when our luggage would be located and returned to us.

I ran the Berlin Marathon in clothes and shoes that I had to buy the day beforehand.

To add insult to injury, on the last day of our stay in Germany, we made an early visit to the airport in the hope of resolving the luggage issue before our departure. However, the runaround we received from the lost luggage department was utterly disheartening. We were sent from one department to another, leading to a significant waste of time. By the time we reached the arrival security, it was too late to catch our originally booked flights back to the UK, despite having checked in online. The flights we missed were Tuesday 26 Sept LH 181 Berlin to Frankfurt and LH 906 Frankfurt to London

The Lufthansa office at the airport attempted to assist us, but there were no available flights to London on the same day. Consequently, we were forced to rebook tickets through another airline, incurring additional expenses and causing further inconvenience. The cost of purchasing tickets for my sister and as attached amounted to over 484 Pounds.

I am writing to express my deep dissatisfaction and frustration with the lack of accountability and compensation provided by your airline in response to the mishandling of my luggage during a recent trip. I believe it is crucial to bring to your attention the severe inconvenience and disruption caused to my holiday, for which I am seeking fair and just resolution.

To compound matters, despite having taken out separate travel insurance, I have yet to receive a refund for the clothes and necessities I had to purchase due to the negligence of your airline. I was told it is company polict that if insurance is taken, no further compensation is made

While I understand that unforeseen circumstances can lead to luggage mishandling, the lack of accountability and compensation for the inconvenience caused is very disturbing especially for a company like Lufthansa that prides itself . The fact that my luggage was returned a week after I returned from my holiday further exemplifies the inadequacy of your airline's response.

I would like to emphasize that I took out travel insurance separately, expecting that it would provide a safety net in situations like this. However, the process of seeking a refund for the expenses incurred has been incredibly frustrating and unproductive.

I urge your airline to take responsibility for the mishandling of my sister's and my luggage and to acknowledge the severe disruption to my holiday experience. To demonstrate accountability, I request that your airline provides compensation for the inconvenience, time, and travel costs incurred during this ordeal.

I understand that issues can arise, but it is essential for an airline of your stature to handle them promptly and professionally. I believe that addressing this matter responsibly will not only rectify my personal situation but also contribute to improving the overall customer service experience for others.

Thank you for your attention to this matter, and I trust that your response will reflect a commitment to customer satisfaction and service excellence.

I believe in fair and just resolution, and I trust that you will treat this matter with the urgency and seriousness it deserves. You may contact me at [protected]@outlook.com to discuss this matter further. I am happy to provide all receipts /copies of any other documentation belonging to Carol Crosley and Sharon Jackson as the two passengers that travelled and had this experience.

Thank you for your attention to this matter.