A B.C. man is sharing his frustration after he says Lufthansa promised him compensation after dropping his luggage after which later decided it was case closed.
Jarett Wong says he’s been battling with the German airline over his owed funds for nearly two years.
“I’ve hit a lifeless finish with the final electronic mail mainly saying we’ve closed your file after the unique electronic mail mentioned we pays you,” mentioned Wong.
The Delta, B.C., resident’s baggage battle with Lufthansa began in August 2023 when Wong and his spouse and son flew from Vancouver to Prague. All three determined to journey with carry-on baggage.
Nonetheless, once they arrived at Vancouver Worldwide Airport, Wong says he was instructed by an agent their luggage didn’t match the airline’s sizer field and all three luggage needed to be checked on the gate.
The household’s luggage by no means arrived in Prague and had been lacking for a number of days. Wong says whereas they waited, they needed to buy necessities and submitted their bills to Lufthansa instantly.
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On Aug. 7, 2023, Wong acquired affirmation from Lufthansa buyer relations stating he can be absolutely reimbursed $1,210.07 EUR.
“I get a affirmation saying excellent news, you’ve been authorized,” mentioned Wong.
Wong says he despatched his banking data as requested by Lufthansa and waited for his funds, however they by no means arrived.
“I used to be shocked,” mentioned Wong.
Wong says he resent his banking particulars and even recommended a cheque be mailed to his house, however a 12 months later he acquired one other request from Lufthansa.
“After a few 12 months, once they reviewed it, they now wanted an influence of lawyer as a result of I used to be submitting for different individuals,” mentioned Wong.
Regardless of sending a signed energy of lawyer type to the airline, Wong says Lufthansa finally closed his case.
“I bought a nasty electronic mail, ‘We by no means acquired what we requested, we’re closing your file,’” mentioned Wong. “The issue is there isn’t a communication. There’s one electronic mail handle you may reply to. There’s no hierarchy the place you may go to administration. There’s no phone quantity,” Wong added.
Client Issues reached out to Lufthansa a number of instances on Jarett Wong’s behalf. A Lufthansa consultant acknowledged partially:
“As a result of German privateness legal guidelines, I’m unable to touch upon the specifics of the case; nevertheless typically, signatures (not a printed model of your identify) must be supplied on the Energy of Legal professional type. Moreover, appropriate financial institution particulars must be supplied. If that’s not supplied, then the airline is solely unable to reimburse the shopper.” — Christina Semmel Lufthansa Group Company Communications
Gábor Lukács, founding father of Air Passenger Rights, says this isn’t an remoted incident, and Wong would possibly wish to take his case to the B.C. Civil Decision Tribunal.
“My expertise, this isn’t a case of refusal to pay per se, that is extra a case of administrative narrow-mindedness of forms not doing what is meant to occur,” mentioned Lukács.
“There is no such thing as a doubt the cash is owed. Lufthansa admitted to owe the cash.”
Wong says he’s now taking a look at his choices, disenchanted in an airline that didn’t maintain its phrase.
“It’s in writing. I don’t know the place the issue is after that,” mentioned Wong
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