Spohr: My HON Circle Service Pledge
Jun 4, 2014, 12:36 pm
#46
Join Date: Aug 2010
Programs: TK Elite Plus, SAS EBG, QR Platinum, Hilton Diamond
Posts: 2,297
Isn't that the whole point of this "enhancement" frenzy, or more accurately witch hunt on HON Circle members? Empty FCT = more exclusivity, which is exactly what Kaiser Franz was out for in the first place.
Jun 4, 2014, 12:47 pm
#47
Join Date: Jan 2007
Location: Germany
Programs: LH HON, AMEX Plat, Avis Pres, Sixt Diamond, SPG Plat, Hilton G, Priority G, Hyatt Plat,Kempinski PC
Posts: 360
Quote:
Originally Posted by NA-Flyer
I am now at the FCT in FRA and it is very very quite. Probably EK lounge in FRA is packed at this time. Spohr should feel sad to visit the FCT and find it this empty.
Isn't that the whole point of this "enhancement" frenzy, or more accurately witch hunt on HON Circle members? Empty FCT = more exclusivity, which is exactly what Kaiser Franz was out for in the first place.
Originally Posted by NA-Flyer
I am now at the FCT in FRA and it is very very quite. Probably EK lounge in FRA is packed at this time. Spohr should feel sad to visit the FCT and find it this empty.
Isn't that the whole point of this "enhancement" frenzy, or more accurately witch hunt on HON Circle members? Empty FCT = more exclusivity, which is exactly what Kaiser Franz was out for in the first place.
Jun 4, 2014, 1:16 pm
#49
Join Date: Jan 2007
Location: Germany
Programs: LH HON, AMEX Plat, Avis Pres, Sixt Diamond, SPG Plat, Hilton G, Priority G, Hyatt Plat,Kempinski PC
Posts: 360
Jun 4, 2014, 1:20 pm
#50
Join Date: Dec 2007
Location: ORD
Programs: BA, AA, SQ, UA, AC, WS, MR TIT
Posts: 8,658
Jun 4, 2014, 4:49 pm
#51
Join Date: Nov 2008
Programs: Disgruntled HON**, Indifferent EK Gold, skeptical BA Silver
Posts: 1,734
Hon Circle Service Pledge, my a$$...
In 5 days I am going to New York with the family on short notice
My wife wants the direct flight from Munich.
My wife, the little one and me in C (full fare) and the older ones in Y, total cost around 13000E - BA was cheaper but I bought them just to save my wife from hassle.
I just called the hon circle hotline to arrange for the seats, they want 170E bucks on top for the seat reservation. New rule since a month, as the 15 and 17 year old are in a different compartment, they do not count as companions.
Seriously LH, I am laughing out loud.
This is penny wise and pound foolish.
Tomorrow I will cancel the tickets, even if BA is now more expensive.
In 5 days I am going to New York with the family on short notice
My wife wants the direct flight from Munich.
My wife, the little one and me in C (full fare) and the older ones in Y, total cost around 13000E - BA was cheaper but I bought them just to save my wife from hassle.
I just called the hon circle hotline to arrange for the seats, they want 170E bucks on top for the seat reservation. New rule since a month, as the 15 and 17 year old are in a different compartment, they do not count as companions.
Seriously LH, I am laughing out loud.
This is penny wise and pound foolish.
Tomorrow I will cancel the tickets, even if BA is now more expensive.
Last edited by mamb0; Jun 4, 2014 at 4:59 pm
Jun 4, 2014, 6:21 pm
#52
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
But how will that get your wife that direct flight from Munich?
It does seem a bit daft, but I assume you want the "premium" seats in eco? Probably just a case of calling again, or otherwise picking a decent seat at OLCI.
Look at it rationally without all the emotion, is that BA flight really worth the hassle....
It does seem a bit daft, but I assume you want the "premium" seats in eco? Probably just a case of calling again, or otherwise picking a decent seat at OLCI.
Look at it rationally without all the emotion, is that BA flight really worth the hassle....
Jun 4, 2014, 6:41 pm
#53
Join Date: Nov 2008
Programs: Disgruntled HON**, Indifferent EK Gold, skeptical BA Silver
Posts: 1,734
But how will that get your wife that direct flight from Munich?
It does seem a bit daft, but I assume you want the "premium" seats in eco? Probably just a case of calling again, or otherwise picking a decent seat at OLCI.
Look at it rationally without all the emotion, is that BA flight really worth the hassle....
It does seem a bit daft, but I assume you want the "premium" seats in eco? Probably just a case of calling again, or otherwise picking a decent seat at OLCI.
Look at it rationally without all the emotion, is that BA flight really worth the hassle....
I am not overly emotional. It's just that in the past Hon Circle hotline always did a seat reservation when I was traveling with my family. Also to declare the kids non companion I find quite off - I guess they are not allowed into the lounge anymore either?
I am not interested in playing agent roulette and trying to find a different agent, I am also tired of arguing and making my cases towards LH employees.
This is another case of "We don't care anymore", for me aptly timed with this cute Letter from Spohr. I said before that my expectation is below zero regarding the service pledge. I still am surprised how quickly I was proven right.
And thanks for thinking about my wife. If there is space on BA, she will be wheeled through T5.
Jun 4, 2014, 7:29 pm
#54
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
But with BA you will certainly face minor lounge hiccups with the kids in Y and perhaps no OW status. You could negotiate that upon buying the tix though, BA is creepily flexible at times.
Jun 4, 2014, 7:35 pm
#55
Original Poster
Join Date: Apr 2005
Programs: Hyatt Lifetime Globalist, SQ PPS Solitaire
Posts: 3,599
I can contribute a different story, marking a significant change in attitude:
Received an e-mail on Monday, letting me know that my LH flight in December from DUS to TXL is now on Germanwings. Rebooked in SMART which means one piece of luggage of 23kg. No additional luggage allowance, I would have gotten on LH. Second piece of luggage will be charged at 75 EUR.
Thought that's a good way to test the water - and handed in a complaint via the online form. Got an answer three hours later (!!!): "No worries, the luggage allowance is the same on LH and 4U". Responded to their reply and clarified that that's technical correct but LH benefits do not apply and I am now charged 75 EUR for the second piece of luggage. Added the cheeky question whether they are covering the additional cost.
Got an answer one day later apologizing for the experience. LH is offering to pay for the second piece of luggage. ^
LH, also very cheeky, sent a survey the same day to check the following:
- was I happy with the timeliness of the response?
- was I happy with the tone of the communication?
- was I happy with the goodwill granted?
- was I happy with the understanding for my situation?
- did I agree with the solution offered?
- did I feel valued?
Bottom line, this is good news: Lufthansa has never been faster to respond, never been more customer-focused and never been more generous. Status recognition? Fully achieved. :-:
Received an e-mail on Monday, letting me know that my LH flight in December from DUS to TXL is now on Germanwings. Rebooked in SMART which means one piece of luggage of 23kg. No additional luggage allowance, I would have gotten on LH. Second piece of luggage will be charged at 75 EUR.
Thought that's a good way to test the water - and handed in a complaint via the online form. Got an answer three hours later (!!!): "No worries, the luggage allowance is the same on LH and 4U". Responded to their reply and clarified that that's technical correct but LH benefits do not apply and I am now charged 75 EUR for the second piece of luggage. Added the cheeky question whether they are covering the additional cost.
Got an answer one day later apologizing for the experience. LH is offering to pay for the second piece of luggage. ^
LH, also very cheeky, sent a survey the same day to check the following:
- was I happy with the timeliness of the response?
- was I happy with the tone of the communication?
- was I happy with the goodwill granted?
- was I happy with the understanding for my situation?
- did I agree with the solution offered?
- did I feel valued?
Bottom line, this is good news: Lufthansa has never been faster to respond, never been more customer-focused and never been more generous. Status recognition? Fully achieved. :-:
Jun 4, 2014, 8:19 pm
#56
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
Is it really worth that 4+ hrs and everything that can go wrong with a connection just because LH should have done better?
Jun 4, 2014, 10:58 pm
#57
Original Poster
Join Date: Apr 2005
Programs: Hyatt Lifetime Globalist, SQ PPS Solitaire
Posts: 3,599
Looks like not everyone gets the same kind of love...
HON writing to LH on May 13 about old F from MUC to SFO and a request to change routing via FRA to get new F.
Answer from LH on June 4:
Dear Mr HON,
Thank you for your e-mail regarding booking HONHON.
We are truly sorry to hear of your disappointment about the first class on the flights booked. In regards to our general terms and conditions, the contract between airline and customer is not linked to a specific type of aircraft.
As you might have read on Lufthansa.com for operational reasons the aircraft type may change last minute and this includes the flights via Frankfurt.
Furthermore if you would like to change via Frankfurt your ticket is subject to the original fare conditions, we invite you to contact the Honor Circle line to rebook your ticket.
We understand that this response may not meet your expectations and remain with the best of regards.
Yours sincerely,
Lufthansa German Airlines
Customer Care Service
Timeliness, tone, grammar and overall empathy might be lacking in this case but he new Honor Circle line is definitely something to look forward to.
I also like the very smart comment about F from FRA to SFO being subject to change: How many A380 with old F are out there exactly? None? Mmh...
Given that even the General Manager for the UK was involved in this case, an extremely disappointing outcome.
Looks like there is still some work left for Mr Spohr.
HON writing to LH on May 13 about old F from MUC to SFO and a request to change routing via FRA to get new F.
Answer from LH on June 4:
Dear Mr HON,
Thank you for your e-mail regarding booking HONHON.
We are truly sorry to hear of your disappointment about the first class on the flights booked. In regards to our general terms and conditions, the contract between airline and customer is not linked to a specific type of aircraft.
As you might have read on Lufthansa.com for operational reasons the aircraft type may change last minute and this includes the flights via Frankfurt.
Furthermore if you would like to change via Frankfurt your ticket is subject to the original fare conditions, we invite you to contact the Honor Circle line to rebook your ticket.
We understand that this response may not meet your expectations and remain with the best of regards.
Yours sincerely,
Lufthansa German Airlines
Customer Care Service
Timeliness, tone, grammar and overall empathy might be lacking in this case but he new Honor Circle line is definitely something to look forward to.
I also like the very smart comment about F from FRA to SFO being subject to change: How many A380 with old F are out there exactly? None? Mmh...
Given that even the General Manager for the UK was involved in this case, an extremely disappointing outcome.
Looks like there is still some work left for Mr Spohr.
Last edited by SMK77; Jun 4, 2014 at 11:26 pm
Jun 5, 2014, 12:38 am
#58
Join Date: Nov 2008
Programs: Disgruntled HON**, Indifferent EK Gold, skeptical BA Silver
Posts: 1,734
Don't get me wrong... I also feel it's a stupid rule and flexibilty should have been applied. But is that really worth changing to a flight with a connection. I'm sure that at OLCI decent seat will show up, and orherwise they will survive having someone else next to them.
Is it really worth that 4+ hrs and everything that can go wrong with a connection just because LH should have done better?
Is it really worth that 4+ hrs and everything that can go wrong with a connection just because LH should have done better?
You are making a fair point with your reasoning. I still am looking at spending 13.000E of my own money and sorry, I have to say, under these circumstances I rather spend it somewhere else then.
Jun 5, 2014, 2:51 am
#59
FlyerTalk Evangelist
Join Date: Jun 2005
Location: Point Place, Wisconsin
Programs: LH HON, BA Gold, EK Gold
Posts: 14,505
Perhaps you can even get Premium Economy for some of those Y tickets.
Jun 5, 2014, 2:57 am
#60
Join Date: Aug 2004
Location: In the heart of Europe
Programs: some
Posts: 1,114
Well in ZRH they wouldn't. As the LD for quite some time enforce the unwritten "same class of service" rule.
But with BA you will certainly face minor lounge hiccups with the kids in Y and perhaps no OW status. You could negotiate that upon buying the tix though, BA is creepily flexible at times.
But with BA you will certainly face minor lounge hiccups with the kids in Y and perhaps no OW status. You could negotiate that upon buying the tix though, BA is creepily flexible at times.