[jimworcs]

I did in fact read the posts from the beginning and fully understand that they were suggesting that the compensation should be based on the depreciated value of her goods. I also fully understand the legal issues. My main issue is not even the initial loss of the bags. It was the second one. The argument that "Lufthansa could argue it shouldn't have been in there", indicates an attempt to shift responsibility. If you hand your coat in to a restaurant and leave your wallet in it, is it your own fault if the wallet is stolen? This is ambiguous morality. You are entitled to expect that your property will not be stolen when trusted to the care of others, particularly when they charge for looking after it. I realise there is no proof these items were stolen, however as Lufthansa spoke to the customer and used the digital camera as evidence that it was her bag, then proceeded to "lose" (or steal) the items which were in their care; and given that it was for the second time, I consider this to be outrageous. It is on that basis that I feel that this customer deserves to be made whole. Incidently, I have never suggested that she should also get her flights fully reimbursed.

If you look at some of my other posts, you will see that if I think the customer is being ridiculous, I am quite prepared to be direct about it. (See Delta tried to kill me, for example). However, I find the justifications for Lufthansa's treatment of this customer offensive. They lost her bags, messed her around, caused great inconvenience, then opened the bags to identify items which could prove the bag was hers and then "lost" those items, including a high value item such as a digital camera. Having conducted themselves in a poor manner, airline employees come onto a public forum and suggest that she is unreasonable by asking to be made whole and implying that it could be argued that it was her own fault. The world has gone mad. We blame the victims and look for every dodge in town in order to avoid taking responsibility for our actions. I recognise that a culture has developed in which customers demand compensation for every minor inconvenience and perhaps exaggerate claims. When a bag goes missing it is suddenly full of designer clothes and fancy electronic equipment. However, in this case, the airline confirmed the items and should put their hands up, acknowledge she had been treated badly and pay proper compensation, beyond the legal minimum in order to make good the egregious nature of their negligence.