Ik heb jullie via chat zien te bereiken .....
Ongewoon onbeleefd .... jullie sluiten de chat af zonder antwoorden.
Hieronder de chat ......
LH:
Problem description: getting only standard mails with apologies - but no answers to my complaints
Booking reference: V******
Passenger Name: Van Der Auwera, Marcel
Current Miles & More status: FTL
My colleague will be with you soon.
Please be advised that my colleagues are handling multiple chats at once and there might be occasional delay in their response.
John has joined the chat
IK :
I have 2 complaint ID's 40165606 and 40190694
LH:
Good day and welcome to the Lufthansa Chat!
I would highly suggest you to contact our Customer Relations team about this case as they may be able to provide some assistance. They are reachable only by filling in the feedback form.
It may take a while to respond as they have a very large volume of emails already, but they will get to you sooner or later.
IK:
that is what I am doing since 03/08/2024
and I only get standard mails with apologies - no answers and my mybag.aero files have been closed without follow up
LH:
When was the last reply you got from us?
Ik:
last reply was today ... I will copy it
Van: Lufthansa Customer Relations
Datum: maandag, 30 december 2024 om 10:44
Aan: van.der.***********************
Onderwerp: Your Feedback to Lufthansa, FB ID 40165606
Dear Marcel Van der Auwera,
Thank your for your inquiry dated December 27, 2024.
We would like to apologize for the inconvenience caused by the loss of your baggage.
Our colleagues are trying their best to locate your baggage with the help of a worldwide baggage tracing system. For baggage that has not been found after 21 days, the loss will be compensated up to the maximum liability limit.
In order to be able to settle the claim, we need detailed information about the items in your luggage. Therefore, we kindly ask you to upload the contents list via the following link: manage-bag (mybag.aero).
Thank you for your loyalty and patience, even if this journey has not met your expectations.
Sincerely,
Kainaat
IK:
This is the joke .... We filed our missing bags on 01/08/2024
we filed a demand for compensation on 03/08 and 06/08
I've contacted you begin september ... you told me I had to wait 3 months
and after 3 months ..; no compensations, no anwsers, .... and mybag.aero-files closed ... and standard mail telling me what is above
LH:
I understand. I assume you have also sent them all relevant information correct?
IK:
yes I've sent it in my previous contacts trough mail and online form ..... but either they do not read what I write or they cannot read ... sorry my patience is not limitless
LH:
Have you received your baggage's or not yet?
I got 1 bag back on the day of departure back home and the second bag we got it back in Belgium .... the compensation I ask was for buying basic stuff to cover our vacation-period without our 2 bags ....toothbrush, underwear, basic clothing, ....
the delaided bag files were DXBLH14639 and DXBLH14641
bag DXBLH14639 never left BRU-airport
14641 arrived 04/08 in the evening and we took our plane back 05/08 at 00:50
LH:
I really do apologize for the inconvenience. If you do not receive a reply from our end within the end of the week, kindly contact us back so we can escalate the case for you.
IK:
I want it to be escalated now ....
And I would like to have a contact-persons-identity ... not a generic mail-adress
We've spent 4 days of vacation without our luggage - this generated costs - I filed everithing according regulations and your terms and conditions .... it has been 5 months by now ....
dxblh14639 & dxblh14639 were opened on 01/08/2024
transaction 40190694 was opened on 03/08/2024
transaction 40165606 was opened on 06/08/2024
LH:
I am unable to view the information's within the request as it is another department that handles them. Kindly contact us again if you dont receive a reply within the end of the week.
If there is nothing else I can do for you I will be ending the chat.
In case you need further assistance, you are welcome to request a chat support again. /John
The live chat has ended.
