04/06/2026
I am disgusted with Lufthansa's handling of my baggage damage claim. Never have I receive such poor, indeed non-existent, customer service.
I travelled on flight LH924 from Johannesburg to London on 21 January 2026 (Booking Reference: 7RW7NN). Upon arrival at Heathrow Airport on 22 January 2026, I immediately reported that my suitcase had been damaged during the journey.
For over 170 days, I have been trying to obtain a simple damage report required for my insurance claim. Despite numerous emails, phone calls, and online chat interactions, I have received no meaningful assistance. Instead, I have been passed between departments, received automated responses, and been repeatedly promised follow-up that never materialised.
What should have been a straightforward administrative request has turned into months of frustration. The lack of accountability, communication, and customer support has been deeply disappointing, especially from an airline with Lufthansa's reputation.
I am still waiting for Lufthansa to review my case and provide the damage report so that I can proceed with my insurance claim. I hope this review prompts someone within the company to finally resolve this matter.
Travel Date: 21 January 2026
Damage Reported: 22 January 2026
Today's date 4th June 2026!!
Lufthansa
