Photo by Jax60
I recently flew from Berlin. I was a bit late for the flight. Lufthansa's fault, they got my check-in time wrong. As soon as I pointed that out, they reopened check-in and whisked me on asap. I bought a 60's style wall lamp in Berlin, and due to me being late, it wasn't loaded on to my flight. They apologised, and said it would be sent by courier the next day.
Guess what? It was! But it had been broken in transit. Not smashed to pieces, but there were several cracks that you would have to confess on Ebay if you were selling it. I was a bit annoyed, so fired off a letter to Lufthansa customer complaints.
Guess what? Within three days they refunded the cost of the lamp (directly into my girlfriend's account) and followed that up with a letter of apology.
So, thanks, Lufthansa. It's not often that you hear a happy story about how you were treated by an airline. I have told quite a few people that story, simply because of the novelty value of the happy ending. I would have sent you an email directly, but on your site I would have to fill in my name, address (full postal) flight number, nature of complaint and so on before I could tell you well done. I couldn't be arsed. I did it here instead. It must be horrible having to screen out the abuse so thoroughly that the nice gets blocked as well. I agree with Seth - better be open than closed.