A LoyaltyLobby reader sent us a question using Twitter about a delayed bag on Lufthansa flight that required passenger to purchase items to get through their trip at their destination.
Here’s the message from the reader:
Had a bag delay by 4 days on Lufthansa from Frankfurt to Italy
Was advised to make purchases send he receipt which I did a few days ago? Awaiting further confirmation from them. My charges equate to roughly 600/700 US dollars any insight on how to expedite? I did mention the Montreal Convention and reasonable costs. Your assistance is appreciated.
I have not done online claim with Lufthansa but Sebastian just had a Compensation Clinic-case last Sunday that deal with a similar issue (read more here).
Seems that the reply times with the Lufthansa right now are very long (up to two months) and you may have to get the German SOP involved.
Lufthansa may first claim that they will only reimburse 50% of the purchased good if the passenger keeps them but this appears to be completely made up “rule”. Just demand that the airline compensates the entire amount (see again the Sebastian’s piece).
Seems that Lufthansa has become sloppier when it comes with checked bags, although not as bad as Airberlin on its last days before going belly up.
There is not really an excuse for taking two months to reply to these claims. They have queue and all these issues must take roughly the same time to process. Just hire more staff to process them.