Lufthansa / terrible costumer service!
The BEST advice I can give anyone who is about to fly Lufthansa is DON'T CHECK YOUR BAGS!! Thats if you can help it... I recently flew Lufthansa from Venice to Miami with a plane change in Frankfurt. The customer service agent in Venice informed that I could only take one carry on bag with me, I had a small rollerboard type suitcase, a small tote, and a laptop in a laptop case inside my rollerboard.. So I decided to take my laptop and check my small tote and rollerboard.
We boarded the flight in Venice and had to sit on the plane at the gate for over two hours due to bad weather in Frankfurt, we arrived in Frankfurt 20 minutes after our connecting flight to Miami was scheduled to leave but decided to run to the gate just in case the flight to Miami was still at the gate which it was and we boarded the flight. When we arrived in Miami I was not surprised that our luggage did not make it due to the short connection time. We quickly went to the baggage counter and filled out a claim at which time I was told that my bags would be on the next flight, which would have been Friday and that I would receive a phone call after the bags cleared customs and were picked up by the driver who was to deliver them to my home giving me a time frame on when he would deliver them. After waiting all day and not hearing from Lufthansa I decided to call the 800 Number at about 8pm at which time I was told that my bags were not loaded on the flight and that there had been bad weather in Frankfurt and my bags should be on tomorrow(Saturdays) flight. Well, Saturday came and went and still I heard nothing from Lufthansa, so at about 8pm I call them and am told that my bags were not loaded on todays flight and to check back tomorrow (Sunday) in the mean time my cell phone has lost its charge because my charger was in my luggage so I was forced to buy a new one. So Sunday at about 2pm I called Lufthansa and was informed that one of my bags was loaded on the flight and that the driver would call me once he picked the bag up, well after waiting all day like I had be doing for the last 3 days I called the 800 number for baggage and was treated horrible by the lady on the phone!!! She kept saying "MAAM, your bag was one of 93 bags loaded on this flight today, it made me feel like my bag was just a number, which I know it was to her but it is not the appropriate thing to say to someone who is and has been without their personal things (I had a ton of clothes in my bag as I had been away for a while) finally at 1045 pm Sunday night a man showed up with my small tote bag , I was hoping the one bag that was loaded was my larger bag that contained most of my things... But at least I had one. On Monday I called and was told my second bag was on the load list for the flight that day so again I waited all day for the call which once again I never received, I called the 800 number for baggage and was told my bag did not arrive in Miami and was scheduled for Tuesday... So Tuesday I call and was told that yes my bag had arrived, at which time I offered to pick up my bag and was told no that was not a good idea the driver was scheduled to pick up the bag , at about six pm I did receive a call from the driver saying he would deliver the bag between 8 and9 pm So once again I rearrange my schedule and I wait and wait and finally at 1245 am my bag is delivered!!! While I am so relieved to have my things back, I am disgusted with Lufthansa and their lack of regard for my property and most of all my time. I was never once offered an apology and was treated horrible when I called to check on my bags. I by choice will never fly Lufthansa again and will tell my company to never book me on them again. I will never ever check a bag on any airline again. Lufthansa is by far the worst customer service experience I have ever had!!!
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