Yorksboy - 15/07/2008 15:58
Flying from Linz (Austria) was delayed due to weather. It's hard to sprint 800 metres in 15 mins at my age, and yet Lufthansa offered no advice at 'plane exit on arrival at Frankfurt. I made it. My baggade didn't.
Manchester baggage reclaim lady was unhelpful in the extreme. She said it would arrive lunchtime next day. I sat on my arse all day and guess what?
(It didn't arrive despite my calling Lufthansa's premium phone line twice to try tracing luggage and delivery.
I sat on my arse Sunday because baggage had important content.
It did arrive late next day by private vehicle.
These airlines are not cheap yet they give poor backup in the event of problems.
Are they taking the piss?
(Lufthansa pay exceptionally high salaries to their employees.)
IsabelBuehler - 17/07/2008 00:06
not sure about your background, but I would expect airline companies that pay their employees well would offer the best customer service? I share your frustration with time delays in the service "lifecycle" of flying, and am eagerly seeking for a cure. Could your wasted time, and mine and many other passengers, be somehow redeemed? A lot of this (waiting for luggage, having transfers sorted, etc) is down to people...so should they be incentivized? compared to a call center where the number of customer interactions count; or Enterprise car rental where the bonus depends on customer satisfaction...do you know about anything like that in the airline industry?
starflyer - 17/07/2008 09:39
Oh please, lugagge does get lost on all airlines and usually LH is very efficient in tracing it. Important docs should never be in checked luggage. The staff at non German airports are usually not LH staff but handling agents on the minumum wage. For online baggage tracing try worldtracer http://www.worldtracer.aero/filedsp/lh.htm
For the real no frills lost baggage experience try Ryanair and compare that with LH!
RichardB - 19/07/2008 16:35
I've found lufthansa and both Frankfurt and Munich really good when it comes to luggage transfers. I've had many 10min transfers at Munich, direct via mini-bus from one plane to the next. And my suitcase made it every time too.
So I would not say that LH is bad in this respect. Try flying through CDG where you luggage can be delayed even with 4h transfer time.
