Your reference:
Our reference: FB ID 41697772
To whom it may concern,
Thank you for your correspondence dated June 13, 2025 in regard to the above claim.
We fully understand that you were upset when you had to check in your hand luggage. You had relied on the fact that you would take your potential hand luggage and everything in it on board with you. We are very sorry that this was not possible on your described journey. Thank you for telling us about your experience as this gives us the opportunity to ask for your understanding for this measure.
You and all of our passengers should feel comfor on board when flying with Lufthansa, even when traveling with a smaller aircraft. For safety reasons, all passengers must store their hand luggage during take-off and landing in the overhead compartments or under the seat in front of them. Therefore, you are not allowed to take any luggage item into the cabin that does not fit there or that may take up so much space that other passengers cannot store their baggage as required.
Lufthansa has determined the maximum allowable dimensions and weight of your hand luggage in order to ensure the greatest possible comfort and safety for our passengers as well as a punctual take-off. We kindly ask all our travellers to help things run smoothly on board by respecting these rules. You can find all details regarding hand luggage on the internet at lufthansa.com. Here you can also read about the personal items you are allowed to bring on board in addition to your hand luggage.
Additionally, we kindly inform you that the fare you selected for your ticket is Economy Light. This fare even has stricter rules for baggage and hand luggage. Hence, in your case it was only allowed to have one carry-on bag with up to 8 kg and the maximum dimensions of 55 x 40 x 23 cm and one personal item up to 40 x 30 x 10 cm. Since you informed that you had two carry-on bags and one of them may be bigger or exceeded the weight limits, the fee to check in the bags in the amount of 60 EUR per bag and routing had to be paid at the station. According to our records, there is no refund due on our side.
We hope that you will better understand the meaning and purpose of our hand luggage regulations and will continue to place your trust in Lufthansa.
This information is strictly confidential, not to be published nor forwarded to third party or to public knowledge with any form of advertise or communication even trough papers, electronic or via social media.
Sincerely,
K.B.
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Lufthansa is a member of Star Alliance
Corporate Headquarters: Deutsche Lufthansa Aktiengesellschaft, Koeln, Registration: Amtsgericht Koeln HR B 2168
Chairman of the Supervisory Board: Dr. Karl-Ludwig Kley
Executive Board: Carsten Spohr (Chairman), Dr. Michael Niggemann, Dr. Till Streichert, Grazia Vittadini, Dieter Vranckx
