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As it is only possible to complain to Lufthansa by fax, here is a copy so it can be added to the growing voices of discontent

I will be sending a fax to Lufthansa here in China, presumably this will go the way of all other communications but as they provide no other option I will have to try this:
Lufthansa Customer Relation:  China
Name    Lufthansa German Airlines
Customer Service and Support Center
City    Shanghai
Zip Code    200021
Address PO    湖滨路222号, 卢湾区., 企业天地一号楼三搂, 14-21室.
Address    Department, SHA XR
Fax    + 86 21 6340 6698

Dear Sirs,

I wish to strongly complain about the attitude and service levels provided by Lufthansa and its flagship airport in Frankfurt. Like thousands of other passengers our luggage was stranded on the plane after we landed on the 19th of December 2010 as for reasons known only to LH the luggage was NOT/NOT taken off the airplane.
Information provided to us on the plane was not correct, information provided on the ground was not correct, staff was (apart from one really helpful woman at the baggage service desk who took the time to go with us to provide a replacement folding stroller) lazy or rude, or both.
We were told to contact LH in Shanghai to get compensation for items we had to purchase whilst our luggage was not delivered at our home.
Please investigate BRULH68005 – the missing item is a electric blue Quinny folding stroller that is most likely in Frankfurt.
Tag Number       LH549852
Tag Number       LH549853
Tag Number       LH549851
Despite three hours in Frankfurt on the way back your airport layout and inefficient (read lazy) staff meant that it was totally impossible to even find the Lufthansa Lost Baggage department. (finding the Frankfurt Aiport Lost Luggage department just earned us a “please fuck off and ask Lufthansa it is not our problem”, I add the please because they did not say “hau ab” but the meaning was the same: Es ist nicht unser Problem, bitte melden sie sich beim Lufthansa.)

Please find a thread started here:
short url:
This will give you all the background info you need.

I would appreciate a quick answer as I need the stroller for our baby and the replacement is for a six month baby not a four year old and you know the quality of the strollers you provide as replacements. Failing that I will have to purchase a new stroller and I will be billing you as per our rights.

Yours Faithfully,

Patrick Dean

Victor in the Quinny stroller

Victor in the Quinny stroller

January 5, 2011   2 Comments

Lufthansa’s disastrous handling of passenger luggage during the snowstorms 2010-12-19

Luggage lost, why is Frankfurt airport unable to have luggage delivered when onwards flights cancelled?

Arrived from Beijing on LH721 (Beijing-Frankfurt), 19-12-2010, during another snowstorm.
During the flight they announced dozens of cancelled flights, including our onwards flight to Brussels. Luckily I knew that it was possible to take the train so that was not too bad.
BUT – what on EARTH is Lufthansa doing? They KNOW that all the onwards flights are canceled, what the HELL are they doing NOT DELIVERING the bags to the baggage delivery area but leaving them on the plane? IN THE PLANE we were told:
– if your onwards flight is canceled please go to the baggage delivery area to collect your bags
– if you have a possibility to take the train, please go to DB (Deutsche Bahn) and you will get a ticket for free in exchange for your travel stub.
NONE OF THIS HAPPENED! It was a complete and utter ballsup! German infefficiency delivered with German efficiency! No effective communications with the passengers, rude staff (actually not rude, but worse, lazy), DB even ruder.
So we got home, but had to pay for tickets, supposedly it will be paid back. But the real problem is the luggage, WHERE IS THE LUGGAGE? Two 1/2 days later, nothing out there on the status website. A friend in Germany has had her luggage lost by Lufti. What kind of hope do we now have?

But why oh why could you not save everyone massive headaches and deliver the luggage? You have saved NOTHING doing that and just spread so much misery. Fellow passengers even worse off, one couple with three kids left weeping, no luggage, no nothing, no possibility of onwards travel, everything cut off and just left out there in the cold. Lufthansa you have lost so much street cred in this debacle you have a lot of work on your hands.

Please answer: what are you doing with the luggage? BRULH68005

This is linked with where I have posted the same.
More Christmas 2010 travel horror stories on the BBC website

December 22, 2010   1 Comment