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-   -   Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines (https://www.flyertalk.com/forum/lufthansa-austrian-swiss-brussels-lot-other-partners-miles-more/1390816-feedback-thread-official-lh-lurker-s-lufthansagermanairlines.html)

oliver2002 Sep 24, 12 7:10 am

Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
 
Dear fellow Flyertalkers,

please join us in welcoming the newest Lufthansa Lurker in our forum.

LufthansaGermanAirlines will be the version 3.0 of LH's continued presence on FT.

We are very happy that after working together for more than a year that this project is ready for take off. LH recognises that FTers have intricate knowledge of their product and feedback received from this forum is taken seriously.

Note that LH doesn't intend to open a new way/channel to submit queries to customer relations here at FT, rather they want to hear what you have to say and identify what is going wrong.

A few housekeeping rules:
  • Please do not to respond to queries posted by others directed at the lurker
  • This thread is flame free, so there are no stupid questions
  • The lurker will primarily focus on this thread alone, so if you want to attract their attention to a hot topic, please feel free to post a pointer in this thread
  • If a certain topic evolves into a discussion, please alert the mods so we can split off the discussion into a separate thread
  • The Lurker(s) are regular members of FT, so off topic comments about them, post stalking etc etc will be dealt with as per the FT TOS.

Five years Randy ago said the following wise words:

Originally Posted by Talkmail June 25, 2007
Welcome LHrelate, and please don't let us FTers scare you off. Deep down we really are a decent bunch of people -- though in some cases you'll need to drill deeper than others ;)

So let the games begin!

Best regards,

Totti & Oliver2002

Moderators M&M forum

LufthansaGermanAirlines Sep 24, 12 7:27 am

Dear Flyertalkers,

Thank you very much for the introduction, Oliver2002 and Totti!

We are sorry that our return to Flyertalk has taken us longer than originally planned - but this means that we are all the more excited to get back into the “game”! As the saying goes: “Good things come to those who wait”…..and we do hope that you will consider it to be a good thing that we’re back.

There has been a change in our set-up for version 3.0 – we are now a team with a sound background in customer service, backed up by colleagues in various departments to help out.

We will be available weekdays 9 to 5 CET. As we all do still have our “regular” jobs we will not necessarily react immediately. We can promise you though that we will try to answer any question you may have – and if we don’t have the answer right away, we will certainly try to get it for you. And of course we are curious to hear your opinions, suggestions, ideas etc.

What do we ask of you? If you have a specific Customer Relations / Service issue that needs to be handled, please use your usual Lufthansa contacts. It is our aim to listen to what you have to say, to help with your questions and to pass the knowledge gained by your contributions here to our management.

So here’s to a productive exchange!

Michaela, Anna, Elke, Vanessa, Fatime and Isabell

Furnle Sep 25, 12 3:39 am

Welcome and be prepared for a hard work :D

It will not be easy, but I believe it will be productive for all. For us, travellers, but also for you (The Six - Team) and for Lufthansa.

Hope that all parts can ear what the others have to say (and not just some personal rants, but some strong opinions about Lufthansa's services nowadays).

"Let's the game start!"

Best Regards

asimha Sep 25, 12 6:34 am

No more exit row selection?
 
Dear Lurkers,

Allow me to take advantage of and to welcome you!

As briefly as I can:

1) I book flights from GVA to MCO via FRA for Feb 2013 in Economy class ("S" so that I can upgrade the return leg with miles)
2) I select my seats (front row economy 16A,B)
3) I pay in full (~CHF 3000)
4) I register for an upgrade for the return leg which is granted a week later (thank you!)
5) I check the seating, aircraft has now changed to A340-600 front row economy seats are now exit rows, and as I was told by LH Customer Service "new regulations" do not allow me to choose those seats prior to checking in. I am now in row 27 which, if I am not mistaken has no window and very restricted leg room (AVOD under the front seat)

Great! Now what?


PS. Curious about the new regulations as I am also a Gold member of another airline which has no problem allowing me to select an exit row through their booking module ...

LowEnd Sep 25, 12 7:13 am

Hi LH Lurkers,

Welcome! Great to see you here collecting feedback. As a new FTer myself, here's my story:
  • Based in FRA
  • Mostly TATL flights for work, almost always in S or W. Very very seldom in C.
  • Very seldom TATL flights for pleasure, preferred Z.
  • FTL the last 4 years or so (~70,000 miles p.a. from S/W since joining my current company), very recent SEN promotion

Current insights (aka thinly veiled complaints)
  • overrun lounges in FRA - admittedly, my first SEN lounge visit won't be for another two days
  • non-existent op-ups from S/W to Z -once in about 40 TATL flights in the past as FTL, low hopes of change after viewing this thread
  • expensive mileage upgrade from standard eco to business

I've always been satisfied with the LH experience as a semi-FTL. Now that I fly TATL more often, the above list has me close to convinced that I should book with UA starting 1 Jan 2013. *G is easier to reach, which means connecting flights in NA are always op-up as I understand, and mileage upgrades are much more affordable.

Cheers
Low End

HKG1111 Sep 25, 12 8:59 am

Welcome to FT !

I was just on a LH longhaul flight today and learned the LH stopped providing feedback forms to passengers due to cost savings ....I find this an interesting approach in stopping to collect feedback from your customers...and the crew members I spoke during the flight agreed with me. Anyway ..seems new ways of communications are found ...welcome to FT again.

Lack Sep 26, 12 3:49 am


Originally Posted by asimha (Post 19380226)
5) I check the seating, aircraft has now changed to A340-600 front row economy seats are now exit rows, and as I was told by LH Customer Service "new regulations" do not allow me to choose those seats prior to checking in. I am now in row 27 which, if I am not mistaken has no window and very restricted leg room (AVOD under the front seat)

For a while now, LH has a rule that there's no exit row in advance on the A346. Official reason is security (there's no FA by the exit).

asimha Sep 26, 12 4:00 am

Don't you just love how the industry is non-standardised ... :-)
No big deal really, just a comment.

http://www.andresimha.com/ft/idea.jpg

LufthansaGermanAirlines Sep 26, 12 4:12 am

Hello asimha,

Thanks for the warm welcome!

You were informed correctly by my colleagues in the Service Center. The regulation regarding the advance seat reservation on the A340-600 was implemented for overwing-exit-seats on February 4, 2010 . The federal aviation office decided that all four exit seats in this row must be occupied. In general, emergency seats can be reserved by status members, though. To abide the federal regulation, advance seat reservation for all passengers had to be put out of action – therefore these seats are only accessible upon check-in 23 hours prior to departure. Please understand that this is out of our hands and we are sorry that we cannot offer the usual service here. I would recommend you to check in as soon as the flight is available, so that you can still get your preferred seat.

Best regards,

Isabell

asimha Sep 26, 12 4:18 am

Dear Isabell, thank you so much for your feedback and explanations!
I will attempt to be the first one to click the "check-in" button before the flight.
Rest assured I still enjoy LH and LX very much
Best!
Andre

LufthansaGermanAirlines Sep 26, 12 7:37 am

Hello LowEnd,

Thank you for the welcome – we're glad to be back!
We always appreciate your feedback and will forward it to the responsible person at Lufthansa.
There's good news regarding the situation in the lounges. Check out the latest news here: http://www.lufthansa.com/de/en/Lounge-News

Whereas ad-hoc op-ups at the airport are concerned – our colleagues at the individual stations decide upon those by several criteria. I can however assure you, that our status customers are definitely preferred.

Thank you for your loyalty - I do hope that you are enjoying the benefits of your newly earned SEN-status

Best regards,

Isabell

LufthansaGermanAirlines Sep 26, 12 7:39 am

Hello HKG1111,
Thank you for the hearty welcome.

Our customers have shown us that they prefer to give online feedback. This is quicker, easier and also environmentally friendlier. We do hope to encourage our customers to give us as much feedback as possible this way: This is why the online form also allows attachments. You can find it here: http://www.lufthansa.com/de/en/Feedback

We're looking forward to hearing from you again - via lufthansa.com or via FT.

Kind regards,

Isabell

seat 1a Sep 26, 12 9:34 am


Originally Posted by LufthansaGermanAirlines (Post 19387004)

Whereas ad-hoc op-ups at the airport are concerned – I can however assure you, that our status customers are definitely preferred.

Hello Ladies , good to have you here.

Are you sure about this statement ?
Quite a few threads here that states that the policy has now changed.

szg Sep 26, 12 10:53 am

Welcome to FT Michaela, Anna, Elke, Vanessa, Fatime and Isabell !!

Terbang Sep 27, 12 4:48 am


Originally Posted by LufthansaGermanAirlines (Post 19386252)
Hello asimha,

Thanks for the warm welcome!

You were informed correctly by my colleagues in the Service Center. The regulation regarding the advance seat reservation on the A340-600 was implemented for overwing-exit-seats on February 4, 2010 . The federal aviation office decided that all four exit seats in this row must be occupied. In general, emergency seats can be reserved by status members, though. To abide the federal regulation, advance seat reservation for all passengers had to be put out of action – therefore these seats are only accessible upon check-in 23 hours prior to departure. Please understand that this is out of our hands and we are sorry that we cannot offer the usual service here. I would recommend you to check in as soon as the flight is available, so that you can still get your preferred seat.

Best regards,

Isabell

Dear Isabell,

I appreciate the clear answers you have given so far on the first 3 threads.

On this Forum it has been stated regulary that the rules regarding OpUp's have been changed at LH.
The so-called grading list at the gate was in the past based upon status of the passengers (first Hon than Senator, etc).
Now it is stated on this forum that the price paid is the decision factor (travel class).
Would you be so kind to confirm that this change in OpUp procedure at LH has been implemented??

Thank you in advance.

FlyinDutchman Sep 27, 12 7:33 am

Dear Michaela, Anna, Elke, Vanessa, Fatime and Isabell,

The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.

And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?

We put men on the moon, this shouldn't be anywhere difficult to provide.

It's simply called good customer service.

Btw, great initiative this 3.0!

LufthansaGermanAirlines Sep 27, 12 8:44 am


Originally Posted by Terbang (Post 19392847)
Dear Isabell,

I appreciate the clear answers you have given so far on the first 3 threads.

On this Forum it has been stated regulary that the rules regarding OpUp's have been changed at LH.
The so-called grading list at the gate was in the past based upon status of the passengers (first Hon than Senator, etc).
Now it is stated on this forum that the price paid is the decision factor (travel class).
Would you be so kind to confirm that this change in OpUp procedure at LH has been implemented??

Thank you in advance.

Dear Seat 1 a, dear Terbang, dear LowEnd – in order to be 100% sure that I am giving you the correct information regarding op-ups, I have spoken with the department directly responsible for this procedure. Any op-ups at the airport are always based on an automated pre-determined list, and on this list, the M&M status of the passenger is the main criteria of priority.
Kind regards,
Isabell

LufthansaGermanAirlines Sep 27, 12 8:45 am


Originally Posted by szg (Post 19388102)
Welcome to FT Michaela, Anna, Elke, Vanessa, Fatime and Isabell !!

Dear SZG, thank you very much for the welcome. We're glad to be part of FT! Kind regards, Isabell

Terbang Sep 28, 12 3:32 am


Originally Posted by LufthansaGermanAirlines (Post 19393805)
, I have spoken with the department directly responsible for this procedure. Any op-ups at the airport are always based on an automated pre-determined list, and on this list, the M&M status of the passenger is the main criteria of priority.
Kind regards,
Isabell

Dear Isabell,

Thank you for the clear answer.
Can you tell us also what the other criteria are?? or do I push to hard now.

moeve Sep 28, 12 4:44 am

Does that mean if I show up at the airport and ask to upgrade with miles I (if I have no stauts) go right to the back of the line??? doesn't that in effect mean I will never get a chance to upgrade and use my miles unless I have status?

seat 1a Sep 28, 12 5:28 am

Believe the issue is about opup.

moeve Sep 28, 12 5:32 am

Opps sorry over read that.

LufthansaGermanAirlines Sep 28, 12 6:49 am


Originally Posted by FlyinDutchman (Post 19393451)
Dear Michaela, Anna, Elke, Vanessa, Fatime and Isabell,

The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.

And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?

We put men on the moon, this shouldn't be anywhere difficult to provide.

It's simply called good customer service.

Btw, great initiative this 3.0!

Dear FlyinDutchman, I can see the point you are raising and I will forward it to our colleagues at Miles & More and LH.com. I honestly do not know if this issue can be easily resolved, but I am glad you raised it - so thank you for that.

Btw, we are happy to be here ;-).
Best, Fatime

LufthansaGermanAirlines Sep 28, 12 6:50 am


Originally Posted by Terbang (Post 19399161)
Dear Isabell,

Thank you for the clear answer.
Can you tell us also what the other criteria are?? or do I push to hard now.

Well, it's always worth asking, isn't it :-)? However, I can't really give you a set list of criteria as the main deciding factor is indeed customer status. Individual circumstances can mean that other factors might be taken into consideration, but it really does depend on the specific situation and is by no means an arbitrary decision.

Have a nice weekend, Fatime

htb Sep 29, 12 1:56 pm


Originally Posted by LufthansaGermanAirlines (Post 19387009)
Our customers have shown us that they prefer to give online feedback. This is quicker, easier and also environmentally friendlier...

I don't want to appear like a troublemaker, but I'm troubled by this answer. It's about the same level as the explanation of why the 10% (I believe) discount vouchers for US status members have been discontinued: "the customers have told us that they prefer not to receive them". In other words: the explanation is just a smokescreen of marketing blabla.

My advice to you, if you want to be taken seriously on this board, would be to refrain from using this kind of marketing blabla. It's offensive to anyone still using his or her brain. I know that your print media (Exclusive Magazine etc) are full of this kind of language, but people who see through this have been offended for years. The difference here is that they can talk back.

So I would like to offer a translation of your explanation: "Many customers prefer to give online feedback. Since LH can save a lot of money by not providing feedback forms on board, we have discountinued this option."

I admit, there may also be a number of other reasons, e.g.:

- Customers tend to be very emotional if they write a feedback directly after an incident -- having to go online first will allow them to cool down
- Feedback forms may "get lost" if handed to crew that feels they could be negatively affected by the feedback given.
- Handwriting is often difficult to read.
- Copying the handwritten feedback forms into the computer system is timel and costly.

Simply "blaming" customer for the fact that paper feedback forms are not longer available is just not right.

HTB.

EBookLover Sep 29, 12 11:05 pm


Originally Posted by LufthansaGermanAirlines (Post 19393805)
Dear Seat 1 a, dear Terbang, dear LowEnd – in order to be 100% sure that I am giving you the correct information regarding op-ups, I have spoken with the department directly responsible for this procedure. Any op-ups at the airport are always based on an automated pre-determined list, and on this list, the M&M status of the passenger is the main criteria of priority.
Kind regards,
Isabell

Dear all,
this is my first post on Flyertalk. I have come here when I read "Flyertalk" a couple of times in newspapers. Many of them had negative reports on how LH is currently handling its most frequent flyers.

I am HON and I have heavy problems with LH at the moment. And to tell the truth, I believe that this 'LufthansaGermanAirlines' account is eather fake or it is the best way to show what LH currently thinks of its customers:
Just few days ago LH confirmed to me in written that the statement above is NOT true. But it is again a thing of interpretation: What does 'main' mean?

At first, at the phone, the HON Circle feedback team denied that there are other factors. But then I received the reply in written: 'Indeed, the check-in system is at first proposing the highest-value (hochwertigsten) tickets for op-ups. If these are the same, we prefer the HON members.'

Thanks LH! I think there is nothing more to say about.

mamb0 Oct 1, 12 1:02 am


Originally Posted by EBookLover (Post 19409711)
At first, at the phone, the HON Circle feedback team denied that there are other factors. But then I received the reply in written: 'Indeed, the check-in system is at first proposing the highest-value (hochwertigsten) tickets for op-ups. If these are the same, we prefer the HON members.'

Thanks LH! I think there is nothing more to say about.

I can confirm to have received the same information.

Zeehe Oct 1, 12 1:19 am


Originally Posted by LufthansaGermanAirlines (Post 19387009)
Our customers have shown us that they prefer to give online feedback. This is quicker, easier and also environmentally friendlier. We do hope to encourage our customers to give us as much feedback as possible this way: This is why the online form also allows attachments. You can find it here: http://www.lufthansa.com/de/en/Feedback

I tend to agree with htb. I much prefer paper feedback forms that I can fill out during the plane ride or layover. Until I have internet access again it might be some days later and I might have forgotten that I actually wanted to write feedback. SK did the same (moved from paper feedback sheets to an online form) and after my last longhaul with them I would have liked to leave a complimenting note about great service - but couldn't. Three days later at home, when I would have had access to their online form again, I simply forgot, and now it seems too long ago to still be valuable. Telling me that we "customers have shown that we prefer to give online feedback" feels very much like "we don't care about your opinions anyway".

Fun_Flyer Oct 1, 12 2:12 am


Originally Posted by htb (Post 19407852)
I don't want to appear like a troublemaker, but I'm troubled by this answer. It's about the same level as the explanation of why the 10% (I believe) discount vouchers for US status members have been discontinued: "the customers have told us that they prefer not to receive them". In other words: the explanation is just a smokescreen of marketing blabla.

My advice to you, if you want to be taken seriously on this board, would be to refrain from using this kind of marketing blabla. It's offensive to anyone still using his or her brain. I know that your print media (Exclusive Magazine etc) are full of this kind of language, but people who see through this have been offended for years. The difference here is that they can talk back.

So I would like to offer a translation of your explanation: "Many customers prefer to give online feedback. Since LH can save a lot of money by not providing feedback forms on board, we have discountinued this option."

I admit, there may also be a number of other reasons, e.g.:

- Customers tend to be very emotional if they write a feedback directly after an incident -- having to go online first will allow them to cool down
- Feedback forms may "get lost" if handed to crew that feels they could be negatively affected by the feedback given.
- Handwriting is often difficult to read.
- Copying the handwritten feedback forms into the computer system is timel and costly.

Simply "blaming" customer for the fact that paper feedback forms are not longer available is just not right.

HTB.

Honestly, what do we expect from a company that is in its "Lufthansa Magazin", which is distributed everywhere, still claiming that "you receive 200% mileage in business class"?? I thought it is a mistake in the September issue but it is even written in German and English in the October issue.

And then they blaim the customer to be too stupid to understand that several classes earn much less than that. They are just not playing the game in a nice way.

LufthansaGermanAirlines Oct 1, 12 3:20 am


Originally Posted by Zeehe (Post 19414721)
I tend to agree with htb. I much prefer paper feedback forms that I can fill out during the plane ride or layover. Until I have internet access again it might be some days later and I might have forgotten that I actually wanted to write feedback. SK did the same (moved from paper feedback sheets to an online form) and after my last longhaul with them I would have liked to leave a complimenting note about great service - but couldn't. Three days later at home, when I would have had access to their online form again, I simply forgot, and now it seems too long ago to still be valuable. Telling me that we "customers have shown that we prefer to give online feedback" feels very much like "we don't care about your opinions anyway".

Hi Zeehe, hi htb,

I won’t deny that of course online is more cost-efficient than paper. However, I also have to say that our experience is that with the wide-spread use of Smartphones and WiFi these days, more and more people are giving their feedback electronically – and many times immediately - via the online form, Facebook, Twitter, and not to forget Blogs such as Flyertalk…;). But I do see your point about wanting to give feedback right when it happens and not having to wait until you get off the plane. How about typing into your phone or PC on board and then just sending it upon arrival? That way your experience is still “fresh” and we still have a chance of hearing about it. And I can promise you that we DO want to hear what you have to say – otherwise we wouldn’t be here on Flyertalk…..

Michaela

LufthansaGermanAirlines Oct 1, 12 3:26 am


Originally Posted by mamb0 (Post 19414691)
I can confirm to have received the same information.

Hi mamb0 & EBookLover,

We have spoken to the department responsible for implementing the rules that define the op-up list, so this is literally “straight from the horse’s mouth”: Status comes first – HON before SEN, SEN before FTL, etc. If there e.g. are more HONs than op-ups, then Customer Value factors such as booking class, customer equity etc. will come into effect. Simply put: if there is one op-up, but 2 HONs, then the HON with the higher value at that time will get the op-up.

Michaela

GBM.flights Oct 1, 12 3:37 am

Pay taxes using Miles
 
Hi LufthansaGermanAirlines team,

Glad to have you around in this 3.0 version.
I have a question regarding Paying taxes using Miles (Intra-Europe)
Your new one-way feature (great to have it online) is charging for a one way the same as a return (15'000 miles).
Will this be corrected?

Thanks in advance
GBM

EBookLover Oct 1, 12 3:41 am


Originally Posted by LufthansaGermanAirlines (Post 19414980)
Hi mamb0 & EBookLover,

We have spoken to the department responsible for implementing the rules that define the op-up list, so this is literally “straight from the horse’s mouth”: Status comes first – HON before SEN, SEN before FTL, etc. If there e.g. are more HONs than op-ups, then Customer Value factors such as booking class, customer equity etc. will come into effect. Simply put: if there is one op-up, but 2 HONs, then the HON with the higher value at that time will get the op-up.

Michaela

I understand this rule, but it is not what has been confirmed by several Flight Managers in FRA and what has been confirmed to me and other HON members in written by the HON Circle service. This is why there are only 2 options:
- you are not really working for LH
- LH wants to communicate something else to public than it is doing in real with its customers.

Or is there now a "but, but, but, but......" story???

Or is there any other option?

Terbang Oct 1, 12 3:45 am


Originally Posted by LufthansaGermanAirlines (Post 19414980)
Hi mamb0 & EBookLover,

We have spoken to the department responsible for implementing the rules that define the op-up list, so this is literally “straight from the horse’s mouth”: Status comes first – HON before SEN, SEN before FTL, etc. If there e.g. are more HONs than op-ups, then Customer Value factors such as booking class, customer equity etc. will come into effect. Simply put: if there is one op-up, but 2 HONs, then the HON with the higher value at that time will get the op-up.

Michaela

I must say 'a very clear answer'.
My experience with Airlines is that their staff are good :td: story tellers and often not allowed to tell the truth.
This is a plus for LH^

Fun_Flyer Oct 1, 12 4:21 am


Originally Posted by Terbang (Post 19415030)
I must say 'a very clear answer'.
My experience with Airlines is that their staff are good :td: story tellers and often not allowed to tell the truth.
This is a plus for LH^

Yes, indeed. But what if this is not the truth of what is the official procedure for the Flight Managers and also not what is really implemented into the Pictures system? What does it say about LH then?

LufthansaGermanAirlines Oct 1, 12 5:41 am


Originally Posted by GBM.flights (Post 19415012)
Hi LufthansaGermanAirlines team,

Glad to have you around in this 3.0 version.
I have a question regarding Paying taxes using Miles (Intra-Europe)
Your new one-way feature (great to have it online) is charging for a one way the same as a return (15'000 miles).
Will this be corrected?

Thanks in advance
GBM


Dear GMB.flights,

First of all thank you for welcoming us so warmly - we are glad to be here! I will aks my colleagues at Miles & More about this and get back to you as soon as I have an answer.

Thanks for your patience.

Fatime

LufthansaGermanAirlines Oct 1, 12 5:53 am


Originally Posted by FlyinDutchman (Post 19393451)
Dear Michaela, Anna, Elke, Vanessa, Fatime and Isabell,

The most annoying feature of LH and M&M is the black box that is code shares. On the LH website one books flights with explicit mention of "100% mileage earnings". However, this is near customer misleading, since code share flights may go to any booking class known to man. That LH cannot provide customers with this booking class upfront is amazing. Please fix it, so that I see which booking class a codeshare flight will book into.

And don't give us, the "oh, we can't because it's to difficult due to (1) bla, (2) bla, and (3) bla " and also not "you have to call our customer support for that". LH knows the possibilities of internet information exchange does it?

We put men on the moon, this shouldn't be anywhere difficult to provide.

It's simply called good customer service.

Btw, great initiative this 3.0!



Originally Posted by LufthansaGermanAirlines (Post 19399926)
Dear FlyinDutchman, I can see the point you are raising and I will forward it to our colleagues at Miles & More and LH.com. I honestly do not know if this issue can be easily resolved, but I am glad you raised it - so thank you for that.

Btw, we are happy to be here ;-).
Best, Fatime

Hi FlyinDutchman, just wanted to inform you that we have received a feedback regarding your hint: They are already working on solving this snag ;-).

Fatime

Terbang Oct 1, 12 6:24 am


Originally Posted by Fun_Flyer (Post 19415126)
Yes, indeed. But what if this is not the truth of what is the official procedure for the Flight Managers and also not what is really implemented into the Pictures system? What does it say about LH then?

Fun-Flyer, what you assume will become finally a straight out lie.

Well, for me somebody is innocent till proven guilty. By putting the OpUp procedure on paper and making it public on FlyerTalk LH must be stupide not to tell the truth. One cannot manage a Multi-national Company that is built on lies.

LufthansaGermanAirlines Oct 1, 12 7:50 am


Originally Posted by Fun_Flyer (Post 19414825)
Honestly, what do we expect from a company that is in its "Lufthansa Magazin", which is distributed everywhere, still claiming that "you receive 200% mileage in business class"?? I thought it is a mistake in the September issue but it is even written in German and English in the October issue.

And then they blaim the customer to be too stupid to understand that several classes earn much less than that. They are just not playing the game in a nice way.

Dear Fun Flyer, thank you for pointing this out - I will forward this to my colleagues of 'Lufthansa Magazine'.


Fatime

htb Oct 1, 12 11:30 am


Originally Posted by LufthansaGermanAirlines (Post 19414969)
I won’t deny that of course online is more cost-efficient than paper. However, I also have to say that our experience is that with the wide-spread use of Smartphones and WiFi these days, more and more people are giving their feedback electronically – and many times immediately - via the online form, Facebook, Twitter, and not to forget Blogs such as Flyertalk…;). But I do see your point about wanting to give feedback right when it happens and not having to wait until you get off the plane. How about typing into your phone or PC on board and then just sending it upon arrival? That way your experience is still “fresh” and we still have a chance of hearing about it. And I can promise you that we DO want to hear what you have to say – otherwise we wouldn’t be here on Flyertalk…..

Thanks for the reply. However, I'm afraid my point didn't come across well. Simply more and more people using online media to give feedback does not back the claim that customers prefer to give online feedback. Some prefer that, some don't. Some prefer one at one time and the other at another time. Pretending to be customer oriented by removing the paper feedback option makes me feel that LH is being dishonest. As each and every time LH is using this marketing speak makes me feel that way about LH.

I feel insulted each time I have to read something like this, statements that presume that the reader won't notice the hypocrisy.

HTB.


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