[Darine]

I would like to convey my deep disappointment at the level of service I have received from Lufthansa and Spanair during my recent flight (Flight No. JK5756 on date 17/09/2009). I went from beirut to Ibiza but had 2 stops the first in Frankfurt and than Barcelona. I booked my flight with Lufthansa and they reserved for me with Sapnair an internal flight from Barcelona in order to get to Ibiza.

In the course of that flight all of my checked in luggage was lost. I was given a claim number (No. IBZJK31571). During my entire stay in Spain, which lasted 8 days, I did not hear from any representative nor were they able to locate my luggage. As a result, I had to incur significant expenses purchasing clothing and other necessities during my stay.

Afterwards, I returned to Beirut with still no sign of my luggage being found. That was 27 days ago. Since then, I have been in contact with Lufthansa and Spanair representatives to see what progress has been made and sent several e-mails. I was advised that as yet my luggage had not been found and that as a result I should email spainair.masist@mapfre.com to detail my case, in addition I’ve filled a complaint on both websites.

It is bad enough that my luggage was lost in the first place. However, the stress and expense caused by your both firm's negligence in this respect has only been added to by the almost complete lack of assistance and response I have received from their representatives as regards finding my lost luggage. I do not think it is acceptable that I should have to repeatedly contact both airlines to find out what is happening and yet, despite all my efforts, not even receive an answer from the companies to my emails.

If this is the standards of service that one can expect from an airline, then I can say with certainty that not only will I not be using their airline in the future, but that I will also be certain never to recommend both airlines for any others considering travelling to Spain.