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★☆☆☆☆

“Terrible. Customer Svc the WORST ever had contact with”

written by Maryjane45 on 09/07/2014

Can you give No Stars based on customers Service?

Story 1:
In 2013, we took a flight from JFK to Barcelona, and had a 5.5 hour layover in Tigel Germany. Unfortunately even after the 5.5 layover, we never received our luggage. Also a downer, several people other than us were in the exact same situation. It took a total of 4 days to receive our luggage in Barcelona. Upon our return to the states, Air Berlin would not provide us with an explanation as to why the airline lost our luggage, even after several emails. We requested they compensate us for time lost and personal items that we were required to purchase in Barcelona. Unfortunately, they claimed no responsibility since we held travel insurance. All we wanted was an explanation!
Customer service at Air Berlin is the worst I have ever come in contact with. In calling the customer service line, we were referred to email as the only communication for lost baggage. There was no number for lost luggage. I sent several emails, and it took weeks before I received a non-automated response regarding our luggage. Even after stating all the details, we were not given an explanation. Three weeks after our communication by email and requesting compensation for time lost and personal items spent, Air Berlin offered to get the claim started if we handed over our bank account #. They just lost our luggage. Do they really think I am going to just hand over my bank numbers? They also wanted a letter stating we didn’t have travel insurance. We did have travel insurance, but that does not limit their responsibility or ill-capability in caring for people’s belongings.
Story #2
The wife flew Air Berlin for a trip to Poland in 2014. While she did have a tight connection in Germany, upon return, she and the person she traveled with were told their luggage did not make it. She left a message with the phone number on the claim form and received no return call. She called again after several phone calls, and waited on hold for 45 minutes before someone came to the phone. She was then told that she needed to call JFK where she flew out of. She has sent several emails over the last week, and communicated with JFK. Even after communicating with JFK, it has been a full week since her return, and we still do not have her luggage. There has been no communication from Air Berlin on this matter even after several emails. Please do not use this Airline! They are simply TERRIBLE!

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