Programs: SPG Plat, M&M FTL, BA Blue, Luxair Courtesy Card, VLM Encore
Posts: 476
Quote:
Originally Posted by rorschi
Who will be the guinea-pig and tries out what will actually be credited?
Sir I will Sir!
I have LG flights on Nov and Dec credited to M&M, but not with status miles, and w/o executive bonus. I'll follow that matter up and report back.
As to "Who cares about M&M", well, the LG Courtesy Card does give you nice goodies such as no offloading even when late for check-in, and 50 hours free parking per return flight in C, but no status on other airlines or lounge access when not flying LG. Folks like me who basically commute on LG - and there are a lot of familiar faces on "my" flights - will be on a fast train to SEN .
BTW LUX market is not only finance. There's quite a few EU institutions (including the ECJ) as well. And we all know that flying lawyers like their shiny cards...
Programs: SPG Plat, M&M FTL, BA Blue, Luxair Courtesy Card, VLM Encore
Posts: 476
First attempt (German Miles & More call center):
The CSA hasn't got any new info re LG in the German language manuals, says it's premium miles only.
I direct her to the English language website - she says she'll escalate the issue to a manager and come back to me later.
At the same time, a request at LG to status match a prospective very frequent flyer to Courtesy Card (that used to be quite in the realms of the possible until summer this year) is rejected, because of our "general review of the frequent flyer program"
Programs: LH SEN, AF, HH Diamond, SPG PLAT, A/club (Accor) platinum
Posts: 158
Quote:
Originally Posted by tom tulpe
First attempt (German Miles & More call center):
The CSA hasn't got any new info re LG in the German language manuals, says it's premium miles only.
I direct her to the English language website - she says she'll escalate the issue to a manager and come back to me later.
At the same time, a request at LG to status match a prospective very frequent flyer to Courtesy Card (that used to be quite in the realms of the possible until summer this year) is rejected, because of our "general review of the frequent flyer program"
Will keep you posted.
Thank you for this interesting feedback.
Frankly speaking, I am not surprised. LG is a good name for quality and service (I always enjoy flying LG), has a good and very convenient new airport with an exceptional C lounge, but never seemed to be interested in rewarding and being loyal to its customers. Courtesy card is a joke and whatever you ask for your flight (i.e. last summer I sent a mail requesting a special meal for my daughter in C, no response ), the answer is no (if you are lucky enough to get a feedback).
However this might also be a political question between LH/LG.
Programs: SPG Plat, M&M FTL, BA Blue, Luxair Courtesy Card, VLM Encore
Posts: 476
Quote:
Originally Posted by geilux
[LG] never seemed to be interested in rewarding and being loyal to its customers. Courtesy card is a joke and whatever you ask for your flight (i.e. last summer I sent a mail requesting a special meal for my daughter in C, no response ), the answer is no (if you are lucky enough to get a feedback).
Rules for getting good service on LG:
1) Don't bother with mails -few folks read them, unless you Cc: the bosses, and that's the nuclear option that should be reserved for serious cases. Phone people, or write a letter, or pester them at the counter. If a certain female ticketing agent at LUX tries to bully you - she's German and doesn't really mean it, it's just her way of doing things.
2) Get to know some folks (even if over the phone only). LG isn't a big (or even medium-sized) operation. Als is always the case in Luxembourg, it is tremendously heplful if you remember their names, and they remember yours (and liked you).
3) The LCY station manager is outstanding. Anyone flying to LCY on LG on a regular basis should say hello coming out of arrivals, LG is the very first desk to the right. She is usually extremely helpful.
4) Assume the worst for back-office training. I once called LG about a problem with a specific offer, and the LG CSA insisted that I was talking about a corporate deal, when the product was openly advertised on the LG website. Her explanation? She had returned from maternity leave only three weeks prior - which is fine but goes to show that she was put back into her job without any training re new offers etc whatsoever.
5) Pretend to speak a modicum of Luxembourgish. A hearty "moojen" to start a conversation (which may then continue in English, French or German) is always a good start.
Programs: LH SEN, AF, HH Diamond, SPG PLAT, A/club (Accor) platinum
Posts: 158
Quote:
Originally Posted by tom tulpe
Rules for getting good service on LG:
1) Don't bother with mails -few folks read them, unless you Cc: the bosses, and that's the nuclear option that should be reserved for serious cases. Phone people, or write a letter, or pester them at the counter. If a certain female ticketing agent at LUX tries to bully you - she's German and doesn't really mean it, it's just her way of doing things.
2) Get to know some folks (even if over the phone only). LG isn't a big (or even medium-sized) operation. Als is always the case in Luxembourg, it is tremendously heplful if you remember their names, and they remember yours (and liked you).
3) The LCY station manager is outstanding. Anyone flying to LCY on LG on a regular basis should say hello coming out of arrivals, LG is the very first desk to the right. She is usually extremely helpful.
4) Assume the worst for back-office training. I once called LG about a problem with a specific offer, and the LG CSA insisted that I was talking about a corporate deal, when the product was openly advertised on the LG website. Her explanation? She had returned from maternity leave only three weeks prior - which is fine but goes to show that she was put back into her job without any training re new offers etc whatsoever.
5) Pretend to speak a modicum of Luxembourgish. A hearty "moojen" to start a conversation (which may then continue in English, French or German) is always a good start.
Everything what you write is true. I have been spending the last 15 years in LUX and know this country very well. Also do I speak a good luxembourgish and always try to be polite and respectuous to this country I love.
However, I have never seen such a huge discrepancy between the overall quality of LG as an airline (planes, service, food quality, efficiency of the flight attendants, etc.) and the back office and marketing people who destroy the wonderful job made in the air and the ground at check-in.
For 15 years now, more than 20 flights every single year (mostly in C) with LG (busines or leisure), and apart of some miles on my M&M card, nothing, simply nothing.
Not even a decent email adress to adress some issues or for special requests.
I don't think "typo" is the proper word. Although I have so far been unsuccessful in obtaining status miles credit. I have a flight coming up in early Jan 09 - wait and see.
Programs: SPG Plat, M&M FTL, BA Blue, Luxair Courtesy Card, VLM Encore
Posts: 476
LG/MM latest:
"No comment"
...but the self check-in kiosks at LCY now let you enter a M+M number (it was limited to skyteam before, and as a result you had to go to the counter to add a M+M number, if it didn't come up automatically (it usually wouldn't).
I had 3 flights with Luxair so far this year and not even received award miles. Is there something I missed? I checked miles&more for Lux but it still says award miles!? I'm not going to be able to go for the LG Courtesy Card anymore this year because I will be spending a quarter of the year in Florida so it would be nice to keep the LH SEN perks with LG and receive Status Miles but at least award miles. I wrote to LG about that waiting for an answer. Let's see.
Last edited by luxair; Jan 26, 09 at 9:06 pm.
Reason: -
2007, 2008 and 2009 MM Miles only on LH flights. Unless LH becomes full member of *, I don't see that changing.
The LUX market may be small, but with * flights to FRA, CPH, MUC, VIE and ZRH the MM Miles on LH flights does sway a large portion of the market to use * for connecting flights.
Luxair Courtesy card used to be something when you got 3 free days of parking no matter what. Now, useless. Upgrades don't exist on LH and complaints are useless as rarely answered. The only complaint that LG takes seriously is one that lets them fire an FA.
Just in the last 3 months:
1. Last call for my flight announced in the lounge. Screens show "go to gate" instead of "boarding".
2. Denied boarding more than 30 min before flight. Person in front of me was checked in on my flight, but I was refused. "That flight is closed and we cannot open it". Flight departed 40 minutes late.
3. "You are delaying the flight" style personal page at 0603 for a 0600 boarding flight.
4. Me to GA: You realise that you are trying to process boarding, but there is no bus for us...and if you look out the window you will see our arriving aircraft is only now LEAVING THE RUNWAY! GA: We have a schedule to keep and they haven't cancelled auto-boarding.
5. Me to GA: You realise that you are trying to process boarding, but there is no bus for us...and if you look out the window you will see the crew van is only now dropping of the crew at our a/c. GA: They haven't cancelled auto-boarding Me: No kidding, they aren't even in the a/c where they can call you to tell you to stop it!
Aaah, how I fondly miss Luxair... I know them since decades, grew up there, but then left 20 years. Still, whenever I am going back to LUX, I just can't get that smile (or grin?) off my face when I hear them make announcements in four languages for the hop from LUX to Saarbrücken ;-)
I still don't understand why LG doesn't earn status miles. After all, they are a fully integrated member of M&M - so why then doesn't that work?
__________________ Air France flights this year that worked smoothly (except force majeure): 35%
Programs: AC Elite (*G), LH FTL (*S), BA Silver (Sapphire)
Posts: 26
Status Miles on Luxair (and Brussels) starting 29 March
Just found this bit of info on my Miles & More account statement:
Quote:
Brussels Airlines wird ab dem 29. März neuer Partner von Miles & More. Sie können dann auf allen von Brussels Airlines durchgeführten Linienflügen Prämien-, Status- und HON Circle Meilen sammeln und Ihre Meilen in Flugprämien einlösen. Auch auf von Luxair durchgeführten Linienflügen sammeln Sie dann neben Prämienmeilen auch Status- und HON Circle Meilen. Bei beiden Airlines erhalten Sie zudem 25% Executive Bonus auf Ihre gesammelten Meilen.
Translation: Starting 29 March, you get status and HON miles, plus 25% exec bonus -- on Luxair as well as Brussels airlines.
Last edited by Jack Vroom; Mar 6, 09 at 10:03 am.
Reason: Added extra info
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), the answer is no (if you are lucky enough to get a feedback).
Status Miles on Luxair (and Brussels) starting 29 March
