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Company: Lufthansa - theft of DVD from bag checked in San Francisco - flight to Helsinki

Category: Other

# 3 for April 29, 2003

Complaints.com received the following on April 28, 2003:

From: Duncan John [COMPLAINTS.COM_FORM_MAIL_25442#]

RE: Lufthansa - theft of DVD from bag checked in San Francisco - flight to Helsinki

Sir,

I have not been able to find a single way to register a complaint regarding theft of property. On the 17th of April if filed this e-mail to the ONLY contact address found in the Lufthansa web site (the customer comment

section): Customer - 04/17/2003 11:51 PM

THEFT. I am reporting theft of a DVD from my bag checked in San Francisco the 16th of April. Flight LH459 routed to LH3004 to Helsinki. I had one bag file number LH 062996. Security demands that my bag be unlocked, so someone in the baggage handling system is stealing property.The DVD value was $42.21 ("The French Connection one and two" purchased at the San Francisco Airport.) The version is unavailable in Europe, so I want Lufthansa to replace the property... collectors edition for REGION ONE (1), USA and Canada. Also, why is there no way to contact Lufthansa via phone or hotline for complaints? I have NEVER had anything taken from my bag before, Lufthansa is my first experience with this. I was promised by your policy to recieve an answer within 24 hours... one week later there was no answer so I resent and updated my issue, I called Lufthansa long distance in the US and was told that "as a major company Lufthansa does not have actual phone numbers to handle the volume of customer contacts"... It has now been almost two weeks so although I may eventually get compensation, there is little chance that Lufthansa can determine who is stealing property in a federal secured baggage area.

Lufthansa just does not care... It is a small cost for me to loose the DVD. I am much more discouraged that Lufthansa does not care... and even has specifically set up their contact information to prevent complaints from being officially recorded. I assure you that I will look to SAS and Finnair from now on for my European / West Coast connections... small business to you as I only make that trip about 8 times a year. Disappointed in Helsinki.