Some readers will assume now that I want to make my displeasure with these lines of an airline air. It is true but not the heart of the matter. Let me say this: The following passages are a lesson of why you should really take ALWAYS the fine print in contracts concluded under very close scrutiny. Otherwise, you happen what happened to me recently in Bangkok: The unexpected deep reach into the purse.
What happened? The first time for a very long time, I am the "Star Alliance" untrue. The reason: In my recent return from Brazil, there were problems with my luggage. Lufthansa transported me though (belatedly) to Germany, but my bags were first on the track. can happen. After three days, a courier brought the missing luggage and the shock was great. My backpack was very dirty. can happen. The big bags are torn off the feet and the skin was worn. That can happen . We note in writing of the damage on the receipt of the courier, who in the words "reports the Lufthansa then at you because of the compensation" adopted . I would probably still on a corresponding call waiting, if I had not been reported after less than a week at times polite, the service hotline. The friendly voice on the phone told me that I probably should not hope for any compensation because I was supposedly reported a day late. I should your written report by mail. Said and done.
answer came. Friendly - but not quickly, but more than four weeks later:
"Dear Mr. Hopkins, thank you for your patience
since your messages of 26 and 27 July 2010. For the long processing time, we ask you to apologize. We regret that your baggage to your flight on 13 could take in July 2010 only belatedly received. For you for this inconvenience, we ask you to formally apologize.
If you also had to determine damage to your case, this is very unpleasant. The question of liability for baggage is governed by law. We are liable as carrier if we are proven liable for the damage. Only the immediate written notification to the airline on the day of receipt of the luggage is acceptable. A message for the employee of the delivery company is not sufficient. According to our records, we also need the part of the delivery company of notification for damage before. (...)"
What can I say? I initially thought that it was a bad joke. But a letter from the attorney procured a positive decision. So I decided to travel to Thailand not with Lufthansa, but instead to take the Emirates . Granted, the ticket of the Arab airline, was also significantly cheaper. If I had only more accurate but the travel conditions studied. I would not so much annoyed over the alleged lack of readiness for policy at the Emirates. More on that.
As reported here , I had the bad luck that I had an accident at the start in Thailand. No question, I had to return home earlier than planned. My host put me on this at the airport in Bangkok, where I lectured at the service counter with obvious wounds on the face, neck brace and a number of medical documents my concerns. The friendly staff member said that a transfer is certainly not a problem. In my case, she could imagine that the airline would rise because of the accident no cost. But she had the operation to 'headquarters in Frankfurt " send which would then decide. She would call me then. She did a few hours later. The News that I had to pay almost 270 € for the transfer because I have a special ticket, in which the "goodwill factor" do not grasp. Only my pain reminded me that I am in reality and are not dreaming. She had actually said and thus began an odyssey through the service departments of the Emirates. An over 20-minute - and therefore very expensive - call to the Emirates phone hotline in Germany was unsuccessful. They wanted me to confirm anything from the conversation by e-mail, "runs everything with us over the phone" , so the information. However, I was able to persistent questions by e-mail customer service to find out. I have described my situation and was quite quick answer:
"Dear Mr. Hopkins,
thank you for your email. We understand your current situation, however, you purchased a ticket, which is subject to restrictions, and you had accepted with final completion. These restrictions, among other things include non-open return of the ticket. Below is an extract of these restrictions:
PENALTIES
CHANGES
ANY TIME CHANGES NOT PERMITTED IN CASE
OF REISSUE / REVALIDATION.
waived FOR DEATH OF PASSENGER OR FAMILY MEMBER.
can be the ticket for any booking changes enumerate only to a higher open return fare. Unfortunately, this change fees actually at EUR270.
We regret very much that we can make for you in this unpleasant situation here is no exception. "
Well, my only regret is that I once again was sloppy and had not read the fine print. Anyway, I have the matter over with a "wink" completed for me and sent a final message to Emirates: "(...) thank you for your (albeit regrettably very unsatisfactory) response. I will now throw not safe from a car to as "dead" a Ausnahmegnehmigung to obtain. (...)"
Well, I have learned from the incident in any case a lot of lessons. Sun "goodwill" is a very elastic term. Most important, however, Daniel, ALWAYS read the fine print. In that sense, I make myself even now on his way to visit an apartment in Berlin. I will write about later by the small print in the lease. Oh yes, I was in Berlin! What Daniel does there at all? Also follow the latest news about this soon ... ;-)
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