Thank You, Lufthansa!
About a week after I first put this website up, I received an email from the East Coast marketing manager
for Lufthansa. He had run across the website and he wrote to tell me he had contacted their customer service
staff in New York and someone would be in touch with me within a day. And you know what, someone did
contact me right away!
The customer service agent ran some detailed searches on the database most airlines use to track lost luggage.
As expected, nothing turned up. The agent called me daily though to give me status reports, which I greatly
appreciated. Finally though, we had to give up and declare the suitcase and the costumes lost for good.
Lufthansa’s care and consideration at this point went beyond anything I could have hoped for. Their customer
service agent informed me that since the suitcase contained costumes for both my husband and myself, the
airline would compensate both of us for the loss—not my husband alone. The customer service agent also let
me know that they would be compensating each of us at the maximum amount for international liability. We
were not required to submit receipts, but I have volunteered to provide a valuation of the costumes by professional
costumers. The compensation will be enough to allow us remake the costumes.
I know what airline I’ll be flying the next time I visit family and friends in Europe! Thank you, Lufthansa,
for valuing customer service!
Return to USAirwaysLostMyCostume.com