Dear board,
We made a complaint 2 months ago in Loiu Airport, Bilbao and from your desk there we were told to wait but there has been no answer. The issue is the following: we had a flight from Cairo to Bilbao via Frankfurt on February 21st and we should have arrived at Bilbao at 13, 30. As a consequence of a terrible delay at Cairo Airport we arrived to Bilbao on February the 22nd around 19 or 20h. So we ask for the due refund specified by law.
Looking forward to hearing of you as soon as posible,
Amaia Eguskiza

On 11 Jan 2010 my partner flew in from Afghanistan to Germany and then Germany to London Heathrow on Flight LH4740 to find his luggage missing. At the baggage tracing desk at Heathrow Terminal 1, he was given File Reference: LHRLH17534 / 11 JAN 10 / 2132 GMT for his Tag No. LH141112 and a sheet of paper with contact points for lost luggage. He was instructed to buy what items he needed until his luggage was found and delivered. He was promised he would be compensated at 50 percent for clothes and 100 percent for toiletries. The missing luggage was found and delivered within a week.

Subsequently he sent a fax to the Customer Feedback Europe fax number (0049 6969 055171) with a copy of all receipts. This was followed up with a hard copy of the same information to the mailing address (Lufthansa Customer Relations, PO Box 1289, Liverpool L69 3AX). He waited but nothing happened.

He tried calling the London Heathrow Terminal 1 baggage tracing desk telephone number and was given the run-around. He then resubmitted all information and receipts by letter and fax and email. He received an email reply on 17 March 2010 (feedback reference number 20962246) but no further action from Lufthansa.

My partner has now been re-deployed to Afghanistan and left the matter in my hands. I sent a letter dated 29 March 2010 with full details and receipts requesting a refund. I have received no response. I have resent all the information via the www.Lufthansa.com customer feedback email form though this is now the 4th time of asking.

Our customer feedback is that this is totally unacceptable service by Lufthansa and we demand that the claim be dealt with immediately and the promised reimbursement made.

Moral: do not check your luggage, do not let it out of your sight, do not trust their promises, do not fly Lufthansa ever again.

Just wanted to let you know that the competition was a total scam (people using scripts, website bugs), but what was more infuriating is that Lufthansa treated a frequent flyer member like crap - mocked me via email answers, never confirmed or answered my faxes, and almost ignored me on the phone. All I wanted was them to fix the link to my nomination (stopped working after a few days).. or at least listen to me.

Besides the whole competition fraud, I really believe that their mileage program is the weakest of all the ones I have (Airfrance, El Al, etc) and I get poor treatment when I try to order tickets on the phone, unlike Airfrance/KLM that talk to me like I'm a prince.

We flew to India, in Business Class for our wedding and when arrived in Bombay, it was the bride (my) suitcase that never arrived. We didn't get a sorry - or a we'll locate and contact you - instead i spent the 10 hours before our first wedding function scrounging for clothes.

I was asked why i didn't pack my clothes in my fiance's bag. WHO THE HECK HAS THE RIGHT TO TELL ME HOW TO PACK?

We called the Lufthansa office everyday and never got a response. Their lines were always busy. I bought two sets of clothes to get me to the henna function. We never heard back, never were offered compensation and, for our honeymoon, had to cancel our plans so i could go get basic clothes.

Lufthansa APPARENTLY has no customer service or a number to reach Ms. Cynthia Fae (a Customer Service Prof we get an email from that we've submitted claims to). Not one person we can speak to. Not one person that is willing to help or acknowledge our claims. On our flight back from India - we were treated horribly, in Business Class - no customer service, care or concern for 3 very expensive airline tickets, and at the end, a hell of a wedding, honeymoon and vacation that was consumed by finding replacements that we are still out of pocket for.

I will NEVER fly this airline again and recommend the same to any of our friends, all of whom travel frequently through Europe and into Asia.

I hope if nothing else, management steps up and tries to do right by their customers.

After experiencing terrible service from the Middle East to Frankfurt on a recent flight, I was interested to see if things would improve on the Germany-US leg.

From a people perspective, the staff were indeed nicer that the grumps that transported us from the Middle East to Frankfurt. Not as grumpy or dictatorial by a long way. But that's where the good news stops, unfortunately. My take-away from the flight was that Lufthansa has forgotten how to service the business customer.

Examples:

1. No power for laptops in business class (astonishing - even American Airlines has this)
2. Paper towels in the bathrooms of such cheap quality, they would make an East German nostalgic
3. No "food on demand" (see point one - America was better by far on the way over)
4. No priority baggage handling (my bag was the LAST out in Miami - despite GOLD status)
5. A tired selection of movies - and even older television shows

At the end of the trip, looking around the cabin, I came to the conclusion that the only good thing Lufthansa has left is its brand.

Given a choice, such as the choice I had last week, between Etihad (yes!) and Lufthansa (no!), Lufthansa will not be getting my vote again in the future. I will fly them if I have to, but they will no be my primary choice for business.