This HAPPENED to me in CCS few hours ago! LH disaster!

Old Feb 20, 11, 7:23 am
  #121  
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Angry

Originally Posted by 8420PR View Post
To me, the website is very clear that it is your ticket class that counts - not status or which desk you check in at. I await someone to check offically.

Of course this doesn't change the poor service at CCS, but I think does absolve LH of responsibility in this particular case.
Ok i promise this is my last post today on this subject.

Senators card entitles holder to preferential checkin at first or business counters. That obviously overrides the booking class on the ticket.

http://www.miles-and-more.com/online...en&cid=1000390

So, again, op was shafted. I have no doubt op will get compensated, given an apology and be a happy passenger soon again. That is IF he indeed showed up at the counter in advance of the lh 90 minute business/privilege cutoff.
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Old Feb 21, 11, 11:56 am
  #122  
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Originally Posted by Allvest View Post
Ok i promise this is my last post today on this subject.

Senators card entitles holder to preferential checkin at first or business counters. That obviously overrides the booking class on the ticket.

http://www.miles-and-more.com/online...en&cid=1000390

So, again, op was shafted. I have no doubt op will get compensated, given an apology and be a happy passenger soon again. That is IF he indeed showed up at the counter in advance of the lh 90 minute business/privilege cutoff.
I doubt, that I'll get anything from LH. Not even a SINCERE apology. I mean, how is it POSSIBLE to answer to my fully detail complain in the manner, that when you are reading it, it is not sure who owes WHOM the apology???

THEY are "sorry", that I FELT disappointed! Think about it! They are actually NOT sorry, for what is happened to us, they are "sorry", that we FELT something!!!

Then, considering my frustration with this experience! AND they are "aware" how unpleasant the recent situation at the airport Caracas must have been for me

And then... "they hope"....

I am bowing to the GENIUS person/persons/team of such professional speech writers and PR specialists, who thought Lufthansa such a great job! Hats off!
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Old Feb 21, 11, 1:00 pm
  #123  
 
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Originally Posted by mr.pliner View Post
I doubt, that I'll get anything from LH.
I also doubt you will be compensated.

You mentioned in one of your posts that you had overweight baggage at the second check-in. So most likely this also was the case on your first attempt.

I do not believe that normal or even the privileged deadlines apply for check-in with overweight baggage.
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Old Feb 21, 11, 1:39 pm
  #124  
 
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Originally Posted by mr.pliner View Post
I doubt, that I'll get anything from LH. Not even a SINCERE apology. I mean, how is it POSSIBLE to answer to my fully detail complain in the manner, that when you are reading it, it is not sure who owes WHOM the apology???
Just write a complaint. In most cases regarding LH I got a real answer, sometimes a phonecall form LH.

You have nothing to lose.

When I complain about M&M I am used to get standard letters without any sense...
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Old Feb 21, 11, 2:20 pm
  #125  
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Originally Posted by rotanes View Post
I also doubt you will be compensated.

You mentioned in one of your posts that you had overweight baggage at the second check-in. So most likely this also was the case on your first attempt.

I do not believe that normal or even the privileged deadlines apply for check-in with overweight baggage.
please read my report once again. we had overweighted bag of 32kg. and others of around 10 and 24kg. Total we ARE allowed 109 kilos. We had 66kg. Again,the issue was with bag being itself 32kg and after it was split in to two bags. The overweight was NEVER the real issue.

AGAIN, please [B]read[B] my post carefully, before jumping to "most likely" and "was the case" theories. Thank you
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Old Feb 27, 11, 2:43 pm
  #126  
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Hello,

Could someone please PM me with Thierry Antinori's MAIL address? Is he in Frankfurt or Koln? And if anyone knows the contact person in Sao Paolo? Thank you very much
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Old Feb 28, 11, 9:15 am
  #127  
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Originally Posted by mr.pliner View Post
So far, I've counted 4 people, who were looking up into this situation (about allowing SEN to use F/C pax deadline for baggage drop off), and no one got any answers?? I thought this forum has a "direct line" with almighty

Any news? I can't get an answer from LH either...
You implied that I was checking earlier, but I'm not... I just checked the info on Amadeus which indicated that as Y pax you had been late. How the finer difference between SEN and Y checkin deadlines applies I can't tell.

Contacts of the SAO office only apply to Cargo, the CCS ST reports to MEX and NYC. If you have written to LHConnect and filed a feedback report via LH.com, the message has reached and should give you a response.
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Old Feb 28, 11, 9:45 am
  #128  
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Originally Posted by oliver2002 View Post
You implied that I was checking earlier, but I'm not... I just checked the info on Amadeus which indicated that as Y pax you had been late. How the finer difference between SEN and Y checkin deadlines applies I can't tell.

Contacts of the SAO office only apply to Cargo, the CCS ST reports to MEX and NYC. If you have written to LHConnect and filed a feedback report via LH.com, the message has reached and should give you a response.
Thank you Oliver, but the reply re: the F/C baggage drop off, I got today, states the following: (i.e. zero response to the ACTUAL question).
__________________________________________________ ____________
Dear Mr Pliner,

Thank you for your email.

Please accept our sincerest apologies for our delayed reply. Owing to the unexpectedly high volume of incoming correspondence the processing of your request has taken longer than usual.

As a Miles & More Senator you are welcome at the First Class check-in at any time, even if you have only booked a short domestic flight in Germany in Economy Class. Detailed information about your extensive privileges can be found in your account online under < My Status >.

Should you have any further queries, please do not hesitate to contact us again.

Sincerely,
Your Miles & More Service Team ___________________________________
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Old Feb 28, 11, 9:46 am
  #129  
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ooopsie... very bad reply indeed. Let me send you some details via PM.
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Old Feb 28, 11, 12:34 pm
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Originally Posted by mr.pliner View Post
Owing to the unexpectedly high volume of incoming correspondence the processing of your request has taken longer than usual.__
Delay in replying due to unexpectedly high volume of incoming correspondence and replying this?
There is only 1 person working 1 hour a week in this department?
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Old Feb 28, 11, 1:47 pm
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For me (as a traveller who is always way ahead it's 2 hours in South American airports.. alright, only GRU two times, but it's still always ) the situation is clear: LH indeed has a big issue in CCS, it's completely their fault, OP should have been able to checkin till 90min to departure which I guess no-one denies he was there (It doesn't matter if it was 1hr50min or 1hr40min in this case, he simply was allowed to arrive no later than 1hr30min which he obviously did) and now they're trying to slip off all the things they're owing him/them: -Full hotel costs, meals, IDB.. sounds like quite a lot and probably is, that's why LH is playing games here.. pretty bad for them when their only advantage compared with their biggest "enemies" aka EK is that their customer service is usually spot on.. well, as long as EK isn't flying to CCS I guess they can play hardball..

Seriously, LH, what you show here is much below anything I would expect (and that is very little) from an airline like EK, Iberia or that kind of airline..
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Old Feb 28, 11, 9:41 pm
  #132  
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Originally Posted by mr.pliner View Post
..Dear Mr Pliner,

Thank you for your email..
They got the name right! And the email thing ... and that after only having email for about one week.

That is a substantial improvement over the past .
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Old Mar 1, 11, 12:00 am
  #133  
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Originally Posted by YuropFlyer View Post
the situation is clear: LH indeed has a big issue in CCS, it's completely their fault, OP should have been able to checkin till 90min to departure which I guess no-one denies he was there (It doesn't matter if it was 1hr50min or 1hr40min in this case, he simply was allowed to arrive no later than 1hr30min which he obviously did) .
It is not that clear at all. The OP was flying Y and was late for Y deadline. Only if you assume that the C/F checkin privilege coming from the OP's status overrides the checkin deadlines can you give responsibility to LH. Now, there is nothing explicitly written which changes the checkin deadline if you have status. You can only argue with "common sense", "spirit of the rules" etc. I agree one would expect the C deadlines to apply but it is not written that way.

The worst part about this is how LH handles the issue after it has actually happened. They should have just written a letter saying "Sorry, this shouldn't have happened, here are your expenses back and a EUR 100 voucher for your next LH flight". Easy as.

Originally Posted by YuropFlyer View Post
Seriously, LH, what you show here is much below anything I would expect (and that is very little) from an airline like EK, Iberia or that kind of airline..
If you think this is bad then you should see how LH dealt with the Ash Cloud Crisis. Even so the law was chrystal clear LH still refused to reimburse people and you had to apply a lot of pressure threatening them with court action before LH would do what all other airlines were doing already.
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Old Mar 1, 11, 1:23 am
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Ridiculous response from LH. Whatever CSR wrote this should go back to training or maybe better 'reading' classes. It is those mindless and totally irrelevant responses that drive people really up the wall and make LH loose customers forever (not that they would care but that's a different story). A random answer selection program that chooses from a standard set of 'canned' responses by key word match would not deliver worse quality.
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Old Mar 1, 11, 4:48 am
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Originally Posted by demue View Post
Ridiculous response from LH. Whatever CSR wrote this should go back to training or maybe better 'reading' classes. It is those mindless and totally irrelevant responses that drive people really up the wall and make LH loose customers forever (not that they would care but that's a different story). A random answer selection program that chooses from a standard set of 'canned' responses by key word match would not deliver worse quality.
But in reality, I haven't even ASKED them for money! I simply want to establish the responsibility first. But yes, I am upset, and I've been in many bad situations and weather delays and equipment changes and...etc etc.. I alway took things lightly when other people were going mad. But THIS situation just "kills" me

Like I said before, I am REALLY impressed with the way the wrote the first response! So professionally written, yet, not single HINT of being sorry. They were sorry for me being sorry about them?!! Huh? That's a good one! And now, they didn't answer the question, they welcomed me with the "open arms" to CHECK IN (not baggage drop off, as was the orig.question) at C/F class counter! Thank you LH, after all those years of being SEN, I just realized, I can do that!

And finally, let's assume we were 5 to 10 min late for the cut off time for Y CI...but there were NOT ONE person at the desks! I want to stress the issue here, there were no people, no LH property, no signs, papers, line barriers... nothing at the CI desk. How is that possible, that they closed everything, cleaned up, packed things in multiple plastic boxes (and I've seen them doing it the next day and it took them a while) and left the counters? All THAT in 5 to 10 min range? Giving, that the entire continent is not in the hurry... ever....
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