Case: family flies from Newark to Frankfurt, Germany on Lufthansa on Wednesday. Plane leaves late, so they miss their connection to Berlin. Next flight out is also delayed, but there are no seats for them (so they've waited about four hours in FRA for a flight they can't take). So they book a train.
Meanwhile, my wife's single piece of checked luggage (oversized carry-on determination at gate) is nowhere to be found. She files a claim. I have two web sites with "info." One says "TRACING CONTINUES. PLEASE CHECK BACK LATER" and indicates that the luggage will be forwarded yesterday on the same FRA-BER flight they missed. That flight got in about 16 hours ago. The other web site says
Good news, CHRISTINE
We've located your bag.
and indicates that they are awaiting the bag at the airport on that same flight. Lufthansa has my wife's contact info and the address to which to send the bag.
I have a Customer Service number that yesterday, once I managed to get through, assured me (after asking for scan information) that the bag was in Berlin (this was yesterday). Today, when I finally managed to get through, I'm told that they don't have access to that information and whoever told me that yesterday was wrong. Great. They give me a baggage call center number, and after waiting on hold for 2.5 hours this afternoon, gave up. Called the CS number again, and nobody answers. Called the phone number on the "property irregularity report" innumerable times, and either get "your call did not go through," busy, or a not-quite-a-modem screeching noise. So, I cannot get through to anyone (currently on hold again with CS).
Is this just a "welcome to 2022 and customer service" thing and too bad for you? If tomorrow were a weekday, I'd call Lufthansa Corporate in the US (I'd done that once before with success decades ago). At least my wife speaks German!
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"Go yell at an M&M"
Meanwhile, my wife's single piece of checked luggage (oversized carry-on determination at gate) is nowhere to be found. She files a claim. I have two web sites with "info." One says "TRACING CONTINUES. PLEASE CHECK BACK LATER" and indicates that the luggage will be forwarded yesterday on the same FRA-BER flight they missed. That flight got in about 16 hours ago. The other web site says
Good news, CHRISTINE
We've located your bag.
and indicates that they are awaiting the bag at the airport on that same flight. Lufthansa has my wife's contact info and the address to which to send the bag.
I have a Customer Service number that yesterday, once I managed to get through, assured me (after asking for scan information) that the bag was in Berlin (this was yesterday). Today, when I finally managed to get through, I'm told that they don't have access to that information and whoever told me that yesterday was wrong. Great. They give me a baggage call center number, and after waiting on hold for 2.5 hours this afternoon, gave up. Called the CS number again, and nobody answers. Called the phone number on the "property irregularity report" innumerable times, and either get "your call did not go through," busy, or a not-quite-a-modem screeching noise. So, I cannot get through to anyone (currently on hold again with CS).
Is this just a "welcome to 2022 and customer service" thing and too bad for you? If tomorrow were a weekday, I'd call Lufthansa Corporate in the US (I'd done that once before with success decades ago). At least my wife speaks German!
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"Go yell at an M&M"