We’ve contacted your baggage department numerous times and discussed about a delayed su...

GetHuman-mahfuzak's customer service issue with Lufthansa from August 2019

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The issue in GetHuman-mahfuzak's own words
We’ve contacted your baggage department numerous times and discussed about a delayed suitcase. My mum boarded your flight at *am on Sunday **th July to Jeddah via Frankfurt. The file number is JEDLH***** and the name is KHANOM.*We contacted your airline and were told my mums luggage is currently at Frankfurt on the flight *st August. During the evening on August the *st I called your airline on the number ***********. I called at *pm UK time to find out the status of this baggage. I had spoke to your worker by the name of Anna. She had told me that the suitcase is in Jeddah airport going through customs. I then explained that this is not possible because there was only one flight that day and it isn’t due to land until *:**pm, therefore, I explained to her the information she has given me is false and asked if I can speak to a manger. She then told me this airline has no manager. After this I called again at *pm UK time and spoke to your employee called Carey. She gave me different information to what Anna said. Carey was being very rude and unhelpful. She wouldn’t answer any questions therefore I hung up. I then called back and spoke to an employee called Megan. At this point I suspected these employees were giving me false names as Megan had several times confirmed her name is vegan which I knew was a lie. She was adamant her name is vegan but then later said it’s Megan. I will be taking further action during this matter as your employees displayed disgusting and very unprofessional behaviour during a very serious matter. It has been * days and my mums suitcase hasn’t reached her. I explained this is serious because my mum has health issues and all her medications are in her suitcase and has no access to any medication where she currently is. *During the phone conversation to “Megan” she said there are no updates on this baggage and that it still is in Germany. I told her this isn’t possible as I was told it’s at Jeddah airport. She then had a look again and confirmed it’s at Frankfurt. As I continued to ask further questions she kept putting me on hold. I was on the phone for ** minutes and she didn’t respond during that entire **minutes. I waited on the line and she then responded and told me that the luggage will be on the next flight Frankfurt on the *st August and will arrive at **pm. I then told her I am checking the flight status and there is only one flight which landed at *:** so the information she told me can not be true. She then hung up. After this I called again explaining my issue again. I also told my uncle to call up to find out as at this point I was very due to how unprofessional the workers were being and not helping us with our query.The lady I spoke to next I never got her name and she said on the system the baggage is at Jeddah airport and will take *-* hours for it to go through custom. She then said after customs we have to wait for a delivery person to collect and send the luggage to the hotel. The person my uncle spoke to said the same thing. Before I cut the line I said I will call back to find out the status and asked for the time they close. The women said they shut at **:**. When I called at *:** I found out they shut at *. This means the women I spoke to had lied giving false information on their closing time. *It is now *nd August and my mum doesn’t have her suitcase. I am very frustrated as these people work to help people with their inquiries but are failing to do so and do not want to help distressed passengers. I will have to take further action if anything happens to my mum as your airline are unwilling to sort this out and help with this enquiry. *Can someone please get back to me as soon as possible and this matter is serious and needs to be sorted immediately.

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Lufthansa

Customer service issue
Reported by GetHuman-mahfuzak
Aug 2nd, 2019 - 3 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 5634 others
0 customers following this

Timeline

GetHuman-mahfuzak started working on this issue
Aug 2nd, 2019 3:16pm
GetHuman-mahfuzak indicated the issue is not fixed yet.
Aug 4th, 2019 8:27pm

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