Thanksgiving in Mumbai: LH F, UA F, the Grand Hyatt and city adventures
Dec 12, 2010, 4:19 pm
#16
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Did I mess it, or did you talk to the CSD? I find on my LH F flights the CSD comes by a few times to make sure everything is OK including handing out the menus, and then towards the end of dinner to find out how everything was.
Dec 12, 2010, 4:48 pm
#17
Join Date: Sep 2007
Location: Scottsdale
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With all due respect Gary...
This is a situation that happens now and then to all premium passengers – on all airlines.
The vast majority of F passengers either do not realize that anything is wrong, or decide not to make an issue out of it.
I would expect the esteemed GLEFF to be a bit more proactive about this.
At the first sign of trouble, a bit of overwrought drama might be in order.
Pull out the camera, tell the offending FA that you're a travel writer (partially true) and tell her you're writing a feature on LH F service.
I would expect that the situation would change 180 degrees in a heartbeat.
Or take a walk downstairs and introduce yourself to the purser. A hesitant grimace about the service should be enough to get the ball rolling back in your favor.
I have traveled much less than you Gleff, but I know that things happen, and it's ultimately up to the airline passenger, hotel guest, etc. to recognize a service failure and be proactive about the situation.
You are the mentor to hundreds of thousands of travelers.
For you to lament about something like this afterward is a sign that you have become complacent. The old Gleff would have never let this go on past the point of "NO CAVIAR."
Was it a service failure on LH's part? Of course.
But I would rather read a story about how you turned a potentially bad situation into a positive spin, than this "sit back and accept horrible service tale."
You are a true travel hero Gleff. I'm just playing Devil's advocate here....
And by the way... The trip report is spectacular – at least 95% of it...
This is a situation that happens now and then to all premium passengers – on all airlines.
The vast majority of F passengers either do not realize that anything is wrong, or decide not to make an issue out of it.
I would expect the esteemed GLEFF to be a bit more proactive about this.
At the first sign of trouble, a bit of overwrought drama might be in order.
Pull out the camera, tell the offending FA that you're a travel writer (partially true) and tell her you're writing a feature on LH F service.
I would expect that the situation would change 180 degrees in a heartbeat.
Or take a walk downstairs and introduce yourself to the purser. A hesitant grimace about the service should be enough to get the ball rolling back in your favor.
I have traveled much less than you Gleff, but I know that things happen, and it's ultimately up to the airline passenger, hotel guest, etc. to recognize a service failure and be proactive about the situation.
You are the mentor to hundreds of thousands of travelers.
For you to lament about something like this afterward is a sign that you have become complacent. The old Gleff would have never let this go on past the point of "NO CAVIAR."
Was it a service failure on LH's part? Of course.
But I would rather read a story about how you turned a potentially bad situation into a positive spin, than this "sit back and accept horrible service tale."
You are a true travel hero Gleff. I'm just playing Devil's advocate here....
And by the way... The trip report is spectacular – at least 95% of it...
Last edited by macabus; Dec 15, 2010 at 6:14 pm
Dec 12, 2010, 5:50 pm
#18
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Look, I agree, perhaps if I had acted earlier with the purser things might have straightened out. But at first, and perhaps I was tired having come off a transatlantic flight, and I just assumed that nothing was wrong. I would have asked directly about the macademias (seemed petty) or the amuse bouche but I just wasn't having luck engaging the FA in conversation. I gave quite a bit a pass.
And by the time I realized things were really wrong, well I was tired and wanted to be done with meal service and go to sleep. I did actually do something about the passing plates. I did have one look of disbelief that the FA clearly caught and she got a little better about passing stuff.
By the time things were really bad I think I was in such comic disbelief that I didn't see a chance to rectify it.
Perhaps I should have. But it was so far beyond anything I had experienced. And to the poster above who mentions the purser coming by several times during the flight to check on things, I've never actually seen the purser come by after the beginning of the flight. There's always an introduction but I've never seen them a second or third time, perhaps just on deplaning.
Should I have gone downstairs? Certainly. But I think I really just couldn't imagine that things were as bad as they seemed until it was pretty much too late to do anythnig about it. And I also didn't want to embarass my wife, as much as I wanted to correct matters.
Live and learn, this was really a new one on me. I've had ups and downs in international F for sure. But nothing so engregious in all of my travel.
And by the time I realized things were really wrong, well I was tired and wanted to be done with meal service and go to sleep. I did actually do something about the passing plates. I did have one look of disbelief that the FA clearly caught and she got a little better about passing stuff.
By the time things were really bad I think I was in such comic disbelief that I didn't see a chance to rectify it.
Perhaps I should have. But it was so far beyond anything I had experienced. And to the poster above who mentions the purser coming by several times during the flight to check on things, I've never actually seen the purser come by after the beginning of the flight. There's always an introduction but I've never seen them a second or third time, perhaps just on deplaning.
Should I have gone downstairs? Certainly. But I think I really just couldn't imagine that things were as bad as they seemed until it was pretty much too late to do anythnig about it. And I also didn't want to embarass my wife, as much as I wanted to correct matters.
Live and learn, this was really a new one on me. I've had ups and downs in international F for sure. But nothing so engregious in all of my travel.
Dec 12, 2010, 6:16 pm
#19
Join Date: Sep 2007
Location: Scottsdale
Posts: 2,949
Look, I agree, perhaps if I had acted earlier with the purser things might have straightened out. But at first, and perhaps I was tired having come off a transatlantic flight, and I just assumed that nothing was wrong. I would have asked directly about the macademias (seemed petty) or the amuse bouche but I just wasn't having luck engaging the FA in conversation. I gave quite a bit a pass.
And by the time I realized things were really wrong, well I was tired and wanted to be done with meal service and go to sleep. I did actually do something about the passing plates. I did have one look of disbelief that the FA clearly caught and she got a little better about passing stuff.
By the time things were really bad I think I was in such comic disbelief that I didn't see a chance to rectify it.
Perhaps I should have. But it was so far beyond anything I had experienced. And to the poster above who mentions the purser coming by several times during the flight to check on things, I've never actually seen the purser come by after the beginning of the flight. There's always an introduction but I've never seen them a second or third time, perhaps just on deplaning.
Should I have gone downstairs? Certainly. But I think I really just couldn't imagine that things were as bad as they seemed until it was pretty much too late to do anythnig about it. And I also didn't want to embarass my wife, as much as I wanted to correct matters.
Live and learn, this was really a new one on me. I've had ups and downs in international F for sure. But nothing so engregious in all of my travel.
And by the time I realized things were really wrong, well I was tired and wanted to be done with meal service and go to sleep. I did actually do something about the passing plates. I did have one look of disbelief that the FA clearly caught and she got a little better about passing stuff.
By the time things were really bad I think I was in such comic disbelief that I didn't see a chance to rectify it.
Perhaps I should have. But it was so far beyond anything I had experienced. And to the poster above who mentions the purser coming by several times during the flight to check on things, I've never actually seen the purser come by after the beginning of the flight. There's always an introduction but I've never seen them a second or third time, perhaps just on deplaning.
Should I have gone downstairs? Certainly. But I think I really just couldn't imagine that things were as bad as they seemed until it was pretty much too late to do anythnig about it. And I also didn't want to embarass my wife, as much as I wanted to correct matters.
Live and learn, this was really a new one on me. I've had ups and downs in international F for sure. But nothing so engregious in all of my travel.
I've had a few flights like that. Mostly on TG F...
But there were a few LH flights in F from FRA that started off really bad. And it took a Herculean effort to right the wrong...
But when we're with our significant others, it can be counterproductive to fight for what's right.
Sometimes the path of least resistance is the best choice.
Cheers,
M
Dec 15, 2010, 9:46 pm
#20
Join Date: Sep 2010
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Thanks for the excellent reports.
The service to Mumbai sounded ridiculous and certainly not the norm for LH F.
In fact, the FA seemed to be deliberately rude to you and your wife. Her response when you asked for an espresso (a basic request) was just plain discourteous. "We'll see"? In F, for that amount of dosh? I don't think so!
I've never experienced German FAs on LH having any sort of language barrier - EVER. They speak perfect English, as do most Germans!
Do not listen to this "Tivoboy" person who told you not to "call her out" - of course you should call her out! She screwed up, not the entire FA brigade that day. Whenever we're given those surveys on LH we have several good things to say about the GOOD FAs. If you don't call her out you will move the blame to other FAs as well.
You did not get what you paid for, which in LH F is basically great service (let's face it, the hard product is not competitive at this stage).
She needs to be corrected of her errors or removed from the F cabin in the end.
I am actually quite surprised with your amount of travel and experience that you did not let the cabin manager know about it early on. I also did not see a rose on your table!
I have been on a few flights where the service is slow or poor but have never been spoken to the way this lady treated you - it seems quite purposeful. I would have been very upset had my own wife been treated this way. There is no excuse for some of her comments and complaints about having to move the cart (well, perhaps next time don't rush things), telling you to pick one starter (never had that happen), and handing you and your wife hot plates or anything else. If you wanted economy class service you could have saved yourselves about 10,000 US each!
Also, anyone flying on an award is to be treated the same as anyone paying with cash. Perhaps you got your miles to spend by flying with them in F on your past 4 trips? Or perhaps the service you get may determine which airline you choose to spend money with for your next flight. Good business would mean the FA should not make any assumptions about a passenger on an award ticket.
The service to Mumbai sounded ridiculous and certainly not the norm for LH F.
In fact, the FA seemed to be deliberately rude to you and your wife. Her response when you asked for an espresso (a basic request) was just plain discourteous. "We'll see"? In F, for that amount of dosh? I don't think so!
I've never experienced German FAs on LH having any sort of language barrier - EVER. They speak perfect English, as do most Germans!
Do not listen to this "Tivoboy" person who told you not to "call her out" - of course you should call her out! She screwed up, not the entire FA brigade that day. Whenever we're given those surveys on LH we have several good things to say about the GOOD FAs. If you don't call her out you will move the blame to other FAs as well.
You did not get what you paid for, which in LH F is basically great service (let's face it, the hard product is not competitive at this stage).
She needs to be corrected of her errors or removed from the F cabin in the end.
I am actually quite surprised with your amount of travel and experience that you did not let the cabin manager know about it early on. I also did not see a rose on your table!
I have been on a few flights where the service is slow or poor but have never been spoken to the way this lady treated you - it seems quite purposeful. I would have been very upset had my own wife been treated this way. There is no excuse for some of her comments and complaints about having to move the cart (well, perhaps next time don't rush things), telling you to pick one starter (never had that happen), and handing you and your wife hot plates or anything else. If you wanted economy class service you could have saved yourselves about 10,000 US each!
Also, anyone flying on an award is to be treated the same as anyone paying with cash. Perhaps you got your miles to spend by flying with them in F on your past 4 trips? Or perhaps the service you get may determine which airline you choose to spend money with for your next flight. Good business would mean the FA should not make any assumptions about a passenger on an award ticket.
+1. Everything said is my feelings exactly. Hope my trip in 2011 is smoother. ^^ Keep up the fascinating reports on LH!
Dec 16, 2010, 6:20 pm
#21
Join Date: Dec 2005
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Posts: 190
Do keep us posted as to LH's response
gleff
Please keep us posted on the outcome of your complaint / notification to LH regarding the poor service. I have a similar flight coming on LH in F and am hoping for the best....
Thanks for the great post! We love reading your blog and TRs.
p
Please keep us posted on the outcome of your complaint / notification to LH regarding the poor service. I have a similar flight coming on LH in F and am hoping for the best....
Thanks for the great post! We love reading your blog and TRs.
p
Dec 16, 2010, 9:52 pm
#22
Join Date: Jul 2010
Location: SIN
Posts: 543
Dec 18, 2010, 9:12 am
#24
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I did correspond with someone fairly senior at LH on Monday, and he told me it would be a few days before they were back with me. Though I haven't heard anything yet. Will definitely post a follow-up when I do.
Dec 18, 2010, 9:13 am
#25
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Dec 18, 2010, 10:29 am
#26
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Part VI: Touring Mumbai
Dec 19, 2010, 3:30 am
#27
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Gleff, I have been following your report with interest, having visited India for the first time this year (although for work). I also stayed in the Grand Hyatt and found it to be one of the best hotels that I have stayed in. What interests me though is your room. It looks identical (apart from extra chairs) to the room that I had which as I understand it, was the basic room. I am surprised to learn that this was an upgrade. Photos of my room here:
http://www.flyertalk.com/forum/trip-...eb-2010-a.html
I also found the room service to be very good with a high standard of food. My Indian friend remarked on how good the dahl was.
Looking forward to the remaining instalments.
http://www.flyertalk.com/forum/trip-...eb-2010-a.html
I also found the room service to be very good with a high standard of food. My Indian friend remarked on how good the dahl was.
Looking forward to the remaining instalments.
Dec 19, 2010, 4:18 am
#28
Join Date: Sep 2000
Location: Circle City
Posts: 3,568
Part VI: Touring Mumbai
10K for a day tour? Are they on drugs? That's well over a months wages for a lot of people here.
Glad you enjoyed the city. Do you know the name of the falooda shop or what part of the city you were in?
Last edited by Darren; Dec 19, 2010 at 4:39 am
Dec 19, 2010, 4:04 pm
#29
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Dec 19, 2010, 4:50 pm
#30
Join Date: Sep 2007
Location: Scottsdale
Posts: 2,949
As you noted, it's not mind-blowing, but usually an "exacting experience."
And a very wise choice for not eating the lounge food...
Great report!