As well as simplifying our internal processes and IT systems, and the continuous training given to our experts in the central Customer Relations Teams, we also focused on the various topics that you told us were in urgent need of improvement in last year's customer satisfaction survey:
- Speed of processing information
- Regularity of status
- Quality of solutions
These are the very subjects that we have focused on in the past four months. Specific results of these endeavours are already apparent: The worldwide processing time was already reduced significant.
This accelerated process is also possible by means of our enlarged offer regarding our eServices: Here you have the possibility to capture your final claim as well as your preliminary claims easy and fast.
We would kindly invite you to use our eServices in order to offer an improved and satisfying service and would be glad if you would follow our proposal.
eClaims / ePreliminaryClaims - our newest service for you – your benefits:
Fast, easy and fully electronical capturing of your final claims as well as of your preliminary claims.
When you log in on claims online, your customer data will be already available. Within a few further steps you will be able to add the details of your claim and attach the necessary documentation. If required, there is a detailed online instruction manual which contains all details on how to capture a claim. In case of a preliminary claim no additional documents are necessary.
Our Customer Relations Team will confirm the receipt immediately. Your preliminary claim will be registered, your final claim will be processed by our Customer Relations Team as soon as possible.
You do not have a login yet? Register now on http://eServices.lufthansa-cargo.com
This greatly accelerates the overall process for you and for us, as well as further simplifying it and reducing costs and effort.
Of course you may still contact our Customer Relations Team directly via E-mail:
customer_relations_team2@dlh.de (customer_relations_team2@dlh.de)
