Lufthansa German Arlns Baggage

Dear Mr [redacted] :We are sorry to learn your report of missing items from your luggage Please accept our sincere apology Your concern about the security aspect of travel after experiencing the loss of personal belongings is very understandableSince baggage is channeled through various points which include governmental agency and security checkpoints, it is not possible to determine exactly where the loss occurredPlease be assured that your report has been forwarded to the relevant security areas at Lufthansa Airlines for internal review In order to proceed with claims of this nature, original valid purchase receipts or other proof of purchase for the missing items are requested If original receipts are not available, itemized credit card statements are accepted Our office is then authorized to consider financial settlement on the value of a passenger's personal property, minus depreciation, based on the receipt information and within airline liability.Please provide us with the corresponding receipts so that we may finalize your concernsSincerely, Delia M [redacted]

Dear
Dear Mr***:
Thank you for contacting Customer Relations at Lufthansa via the Revdex.com under ID# ***We are sorry to hear that your wife was ill after traveling on October 25, and we hope this letter finds her well
A review of our records
confirmed that wheelchair service for long distance was requested in advance and your wife’s name was on the list as needing assistance for flight *** on October 25, According to our records, your wife was taken from the aircraft in a wheelchair and brought down the hallwayIt is Lufthansa's policy to stop at the restroom upon the passenger's request, if doing so will not result in unreasonable delaysHowever, due to the influx of wheelchair requests this can affect our serviceWe truly don’t want your wife to place her health at risk by maneuvering through an airport terminal without help, in the future, we ask for her patience in waiting for an attendant to arrive rather than walking to Customs by herself
It is of particular concern to us that you advised that the airline personnel said they did not know if a wheelchair could be provided and your wife had to stand in line through customs for an extensive timeWithout the names of the airport personnel or the location, we are unable to determine who these agents were or which service provider they may be affiliated withRest assured that this type of behavior is not tolerated by Lufthansa as it is our policy to ensure customers who verbally request a wheelchair are provided assistance in a timely manner, whether or not it was requested in advance, in flight, or at the airport
Kindly note, passengers requests from Customs usually are already in wheelchairsTherefore, the wheelchair agent was sent without a wheelchairPlease accept our apologies for the miscommunication that may have transpiredUpon noticing the error, another agent was sent with a wheelchair who assisted your wife to the baggage claim
Given the wheelchair delay at customs, it appears that Lufthansa is in violation of CFR Part We would like to advise you that you have the right to share your concerns with the U.SDepartment of Transportation Office of Consumer Protection in Washington, D.CPlease visit our website at http://www.lufthansa.com/us/en/Travelers-with-special-needs for additional information on services offered to passengers with disabilities
If your wife has incurred any direct medical expenses in connection with this incident, please forward your doctor reports and bills for review. Upon receipt of this documentation, we will contact you once the claim has been fully assessed
The impression you and your wife gained is certainly disappointing to us as wellAs a gesture of goodwill, we are mailing a check in the amount of USDto your wife that she can use towards a dinner or purchase of her choicePlease allow up to four weeks for processing and deliverySince transportation was provided, we are unable to refund the flight as anticipated
Mr***, we realize our actions cannot erase your displeasure; however it is our hope you and your wife will give us an opportunity to regain your confidence on a Lufthansa flight in the near future
Sincerely,
Sabina W
Complaint Resolution Officer
Disability SpecialistCustomer Relations North America***East Meadow, NY 11554USAFax: 296-9838e-mail: lufthansa_customer_relations_usa@dlh.delufthansa.comaustrian.comMembers of Star AllianceThis communication and its attachments, if any, may contain confidential and privileged informationAny use by other persons or entities than the intended recipient is prohibitedIf you receive this transmission in error, please contact the sender immediately and delete the material from your system without review
Dear Revdex.com:
Please find attached our response to Mr***
Do not hesitate to contact me if you have any further questions
Sincerely,
Sabina W

Dear Mr. [redacted]:We are sorry to learn
your report of missing items from your luggage.  Please accept our
sincere apology.   
Your concern about the security aspect of travel after experiencing the loss of
personal belongings is very understandable. Since baggage is channeled...

through
various points which include governmental agency and security checkpoints, it
is not possible to determine exactly where the loss occurred. Please be assured
that your report has been forwarded to the relevant security areas at Lufthansa
Airlines for internal review.
In order to proceed with claims of this nature, original valid purchase
receipts or other proof of purchase for the missing items are requested. 
If original receipts are not available, itemized credit card statements are
accepted.  Our office is then authorized to consider financial settlement
on the value of a passenger's personal property, minus depreciation, based on
the receipt information and within airline liability.Please provide us with the corresponding receipts so that we may finalize your concerns. Sincerely, Delia M[redacted]