Background story

I would like to share a story of my dealings with Lufthansa as well as a repair company called Dolfi1920 over a damaged suitcase during one of my flights. I allowed myself to paraphrase Lufthansa's slogan - nonstop you - to better suit the reality. I am only publishing this blog after the case has been settled, so that they do not hold any leverage over me. It took 106 days to settle a seemingly simple case, and way too much effort, including involvement from the European Consumer Center. Unfortunately, the only way for me as a customer to fight for my rights in the future is to make the case public.

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My name is Paweł, I am a 27-year old Polish national working in the Netherlands. Being an employee of a small technical consultancy I am constantly reminded how important customer relations are, and that the respect towards their needs is of utmost importance. Facing denial of those, by both Lufthansa and Dolfi1920, my activist side was awoken, and I made a promise to myself to make their practices public, once the case was concluded.

Having family back in Poland, I travel a few times a year often using the services from Lufthansa, which has a strong presence in East-Central Europe. I must admit that until mid-June I considered Lufthansa to be one of the best airlines I have ever flew with. Always professional, with good attitude the check-in as well as flight were a pleasant experience, especially that I typically enjoyed a bottle of German beer on board. My further experience does not erase that, even though I will rather use alternative airlines in the future.