Lumo recognition, freebies and soft perks
Sep 9, 2019, 10:24 am
#256
Join Date: Mar 2019
Location: OUL.fi
Programs: *G, AY Plat Lumo
Posts: 56
Sep 11, 2019, 9:50 am
#258
Join Date: Jan 2019
Posts: 87
Sorry to bother you with the following one but, I recon, found this one a bit amusing myself.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Sep 11, 2019, 10:13 am
#259
Join Date: Nov 2009
Location: Austin
Programs: AA EXP +2MM- LT PLT! HH Diamond
Posts: 6,087
Sep 11, 2019, 10:46 am
#260
Join Date: Oct 2008
Programs: AY Plat Lumo+LTG, FI Gold, DL Silver, BA, SK, AX Plat, Priority Pass, Marriott Ambassador & others
Posts: 634
Sorry to bother you with the following one but, I recon, found this one a bit amusing myself.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Sep 11, 2019, 12:12 pm
#261
FlyerTalk Evangelist
Join Date: Jan 2008
Location: HEL
Programs: lots of shiny metal cards
Posts: 14,106
Sorry to bother you with the following one but, I recon, found this one a bit amusing myself.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Ms OHKRT headed for a business trip today (AY to Barcelona). Earlier, she has dearly refused to use Finnair-labeled Rimowas as “they draw wrong kind of attention”. Today, she opted for the Lumo Tumi. “It’s nicely low key”, she confirmed. Only later found out she got a random op-up to J. Nuff said.
Sep 11, 2019, 12:54 pm
#263
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,176
Sep 12, 2019, 8:06 am
#264
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,601
12 days into Lumo honeymoon now and I must say that so far AY has, would be unfair to say ”done things wrong”, failed big time to do small easy things right which can have major impact on positive customer experience.
Examples personally: hickup posting of last segments, making Lumo swift rocky (customer waiting for update). Errors on profile then when the swift finally took place (customer confused and freakened). No welcome whatsoever (even if customer knows there is something based on other reports). Welcome gift visible but no way to redeem it nor communication about (customer knows it is a Tumi roller and a link should appear by 10th which is past).
Then, today a call to Lumo line, answered by a Janica that sounded having bad day and I felt being disturbing her with a request. I hang up with mercy thinking all Janicas have one bad day in 30 days just like my wife.
Finally and most importantly. I chose to put all eggs in one basket and chase for Lumo with one reasoning: upgrade vouchers, which have been the most preferred perk of AY for years. The not-clearing downhill of longhaul upgrade vouchers as platinum (aka waitlisting) earlier made me consider that a Lumo would be treates like King and be given clearing anytime there is space in J. FAIL. WRONG THINKING of stupid me. Now again 4 J seats on sale and waitlisted again, just to be told that they cannot release an upgrade when I followup call later still having 4 J seats on sale. And my company disallows buying J so I am at mercy of YtoJ upgrades. It is already 4th time for me now.
Okay rant over and this post might have belonged to ”no way AY”-thread. Anyhow, if this continues like this, my Lumo card will be a memory for future, and back to loyalty diversification strategy.
Examples personally: hickup posting of last segments, making Lumo swift rocky (customer waiting for update). Errors on profile then when the swift finally took place (customer confused and freakened). No welcome whatsoever (even if customer knows there is something based on other reports). Welcome gift visible but no way to redeem it nor communication about (customer knows it is a Tumi roller and a link should appear by 10th which is past).
Then, today a call to Lumo line, answered by a Janica that sounded having bad day and I felt being disturbing her with a request. I hang up with mercy thinking all Janicas have one bad day in 30 days just like my wife.
Finally and most importantly. I chose to put all eggs in one basket and chase for Lumo with one reasoning: upgrade vouchers, which have been the most preferred perk of AY for years. The not-clearing downhill of longhaul upgrade vouchers as platinum (aka waitlisting) earlier made me consider that a Lumo would be treates like King and be given clearing anytime there is space in J. FAIL. WRONG THINKING of stupid me. Now again 4 J seats on sale and waitlisted again, just to be told that they cannot release an upgrade when I followup call later still having 4 J seats on sale. And my company disallows buying J so I am at mercy of YtoJ upgrades. It is already 4th time for me now.
Okay rant over and this post might have belonged to ”no way AY”-thread. Anyhow, if this continues like this, my Lumo card will be a memory for future, and back to loyalty diversification strategy.
Sep 12, 2019, 8:44 am
#265
Join Date: Sep 2013
Location: HEL
Programs: AY Plat Lumo
Posts: 1,519
I completely agree on the small things that go wrong all the time. So far I've had the same experience as a Plat Basic would, except for 2 muffins on ATR.
Sep 12, 2019, 8:58 am
#266
Join Date: Jul 2017
Programs: AY Plat Lumo, LX SEN, Marriott Titanium
Posts: 468
Maybe there is something like a Lumo initial curse. I remember my very first flight as Lumo was one of the worst ever, when everything that could have gone wrong did. No upgrade, plane terribly late, not getting my luggage...
However, after that it's been smooth sailing. Sometimes no different from plat but still good, and sometimes absolutely excellent experiences that make it worth it. It depends on the routes and especially the crew, but perhaps it's been about 50-50 for getting extra special recognition as a Lumo. And one memorable long haul that felt like First class, getting the VIP treatment from start to finish. Let's hope your luck turns around, and good luck with the upgrades! If it's only been a few days I wouldn't worry, Lumos do definitely get the top priority when it comes to upgrades.
However, after that it's been smooth sailing. Sometimes no different from plat but still good, and sometimes absolutely excellent experiences that make it worth it. It depends on the routes and especially the crew, but perhaps it's been about 50-50 for getting extra special recognition as a Lumo. And one memorable long haul that felt like First class, getting the VIP treatment from start to finish. Let's hope your luck turns around, and good luck with the upgrades! If it's only been a few days I wouldn't worry, Lumos do definitely get the top priority when it comes to upgrades.
Sep 12, 2019, 8:59 am
#267
Join Date: Sep 2013
Location: HEL
Programs: AY Plat Lumo
Posts: 1,519
Maybe there is something like a Lumo initial curse. I remember my very first flight as Lumo was one of the worst ever, when everything that could have gone wrong did. No upgrade, plane terribly late, not getting my luggage...
However, after that it's been smooth sailing. Sometimes no different from plat but still good, and sometimes absolutely excellent experiences that make it worth it. It depends on the routes and especially the crew, but perhaps it's been about 50-50 for getting extra special recognition as a Lumo. And one memorable long haul that felt like First class, getting the VIP treatment from start to finish. Let's hope your luck turns around, and good luck with the upgrades! If it's only been a few days I wouldn't worry, Lumos do definitely get the top priority when it comes to upgrades.
However, after that it's been smooth sailing. Sometimes no different from plat but still good, and sometimes absolutely excellent experiences that make it worth it. It depends on the routes and especially the crew, but perhaps it's been about 50-50 for getting extra special recognition as a Lumo. And one memorable long haul that felt like First class, getting the VIP treatment from start to finish. Let's hope your luck turns around, and good luck with the upgrades! If it's only been a few days I wouldn't worry, Lumos do definitely get the top priority when it comes to upgrades.
Sep 12, 2019, 9:09 am
#268
Join Date: Jul 2017
Programs: AY Plat Lumo, LX SEN, Marriott Titanium
Posts: 468
Sep 12, 2019, 9:15 am
#269
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,601
I dont care about the fancy pamperings tbh. The big picture which about how the implementation of good perks are executed. And quality meter is the final touch how details are done.
In all fairness, after my last post, onboard exotic run now, the FA did come to me first asking ”can I offer you a drink” before cart rolling, which was a stylish touch and first for me. Kudos. But more nicely, she came back soon, after I had ordered those Panda sweeties, handing out the refreshing towel, whispering ”those sweeties can get sticky” with a blink - now That was a nice touch! Therewith - end of rant (however, remaining stressy about those upgrades. I die in Y)
In all fairness, after my last post, onboard exotic run now, the FA did come to me first asking ”can I offer you a drink” before cart rolling, which was a stylish touch and first for me. Kudos. But more nicely, she came back soon, after I had ordered those Panda sweeties, handing out the refreshing towel, whispering ”those sweeties can get sticky” with a blink - now That was a nice touch! Therewith - end of rant
(however, remaining stressy about those upgrades. I die in Y)