Extract from the slides I showed
- Intro to FT
- Things we see at LH CR
- Response time at first level
- Response usually made with standard building blocks that are not very appealing to specific questions
- Baggage tracing disjoint with CR
- No way to trace your CR ticket need to start a new enquiry
- The FCBA form is really neat, why hide it?
- LHrelate did a great job 2007-2010 and is missed
- Things we see at LH Call Centers (GTS)
- dramatic difference to ATO SX agents
- we call for expert help but then
- *calls costs a packet (0180x, 0900 etc)
- *telephones bookings cost extra 30-50€/$
- *agents can only help with things that can be done online
- CPT is terrible YPQ shows how it could be (Kassel )
- Agents are often in the wrong PoS…
- What could be done in GTS
- 0800 numbers for SEN/HON/FTL/F/C tix
- 0900 numbers for expert help
- Chat functions
- Call back functions
- Email service
- Things we see at Airports
- Fast tracks at outstations (AMS, OSL, MAN, LHR)
- Luggage priority tags
- Dramatic difference between outstations (eg SFO, CCU, CCS etc)
- MUC
- *example of what LH can do when in control/planning
- BER/TXL
- *Globeground
- FRAnkenstein
- ‚Service‘ agents
- *DOC check
- *Checkin
- *Baggage excellence
- *Security line
- B gates bus arrivals (GB/CH/USA)
- C gates
- *F/HON pax arrivals
- LGS
- A26 SEN lounge
FYI, all I got in renumeration for this presentation was a free ID ticket in eco MUC-FRA vv, a free lunch at the venue and a neat LH A380 model.