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Lufthansa’s Disappointing Service for North American Passengers
I am having real trouble communicating with anyone who will give me anything beyond an automated, standard answer. I traveled on a Business Class ticket from Vancouver, Canada to Port Harcourt, Nigeria on Aug 7th. I checked 2 suitcases in – and both have been lost. It is now August 12th and no sign of my suitcases. I have a serious medical condition and I have packed 4 months’ worth of medication in my checked bags (since I am expecting to be in Nigeria for about 3 months). I kept only about 2 weeks of medication in my carry on. I have been trying to communicate this to Lufthansa, but seems like Lufthansa Customer Service can only give standard responses. I have tried to communicate with your people on the ground here and I can definitively say that Lufthansa Cust Service in Nigeria is ABSOLUTELY NON-EXISTENT. The staff here can barely be bothered to look at you when talking to you. After several calls and emails to various Cust Serv numbers and addresses, all I get back is the standard “here is a tracking number where you can try to track your bags and we’ll reimburse you for toiletries and other necessities at some standard rate.” Any attempts to explain to anyone about my medication issues falls on deaf ears and all I get back is that you’ll pay for toiletries. Being reimbursed for toiletries is the LEAST of my concerns – but seems to be THE MOST that Lufthansa can do for their customers. By the way, I’ve done this Vancouver – Port Harcourt trip in business class at least 4 times in the last one year or so, plus various other international trips on Star Alliance airlines. And, in exchange for that business, Lufthansa will VERY GENEROUSLY BUY ME TOOTHPASTE after losing 2 of my suitcases? Is this the best you can do, Lufthansa? If you can’t help – and I mean SERIOUSLY HELP a customer like me, you can rest assured that that the word will spread quite rapidly amongst the Expatriate Executive community here that travels back and forth between Nigeria and Europe and North America.
What do I do, it is extremely upsetting.
Sorry to hear about the trouble you are having. Have you tried to contact Lufthansa in Frankfurt directly? That might be a better idea.
Out of curiosity – was 4 months of medication too much to pack into a carry on? Even if the medication was liquid, I think airport security makes exceptions so that it can be in a carry on.