Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,182
Why does Lufthansa announce delays that are known in advance only after the scheduled time of departure? Elite customers would prefer to wait in the lounge instead of standing around at the gate.
First of all we need to consider the reason for the delay. We differentiate between slot delays, technical delays, rotation delays, among others, which we normally communicate only if the delay is more than 30 minutes, for example via SMS text and email.
Slot delays are often not predictable. Here we try to get the aircraft ready for departure regardless of the delay, so the captain can apply for the release of the slot and perhaps get a better slot. This is only possible once all passengers are on board.
Rotation delays are similar: especially in hubs we have the leverage to reduce delays in rotation or compensate them. However for outstations we enter such delays in the system and try to communicate them.
During technical delays the time window to fix the problem is often initially uncertain. However we are now trying to communicate the time window in which the technical team can provide an update as the delay in the system.
We will gladly take up the idea that there is a demand to communicate even shorter delays.
The communication of delays via SMS text messages, as long as they are entered in the system, seems to have been well established now. However the text requires you to be at the airport at the original check-in deadline. Why is it not possible to arrive at the airport a little later when the delay is already announced?
The text was already altered to say that the passengers should be at the airport in time: if you are traveling with hand luggage only this may give you some flexibility.
Regarding check-in at the airport, as well as online or mobile, the original check in deadlines still need to be observed. At outstations we normally have fixed service hours with the handing agents, after which the individual employees may have to serve customers of other airlines.
We will be glad to internally look into the feasibility of providing a later check-in in case of delays.