can I complain?
Jan 3, 2007, 1:57 am
#1
Original Poster
Join Date: Oct 2003
Location: Moscow, Russia
Programs: Marriott LT Platinum, Hilton Diamond, IHG Diamond
Posts: 334
can I complain?
I upgraded myself/freind with my mile on VIE - SIN in VIE Senator lounge, because we both like REALLY needed to work on the plane, but internet wasn't working(I asked in the lounge before doing the upgrade if it'll be ok, lounge girls did confirm), so basically there was no reason at all for me to upgrade, since it was my leasure trip... can I complain now? I understand that I got better seats and awesome food, but really can't see poing in doing it for now, since trip was a leasure ( advises? whom should I write to if there's a reason...? I had M class tickets and it costed me 65-000 each ticket to get upgrade. I'm not sorry for miles, but sorry that I couldn't get job done (
Jan 3, 2007, 2:09 am
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,571
I upgraded myself/freind with my mile on VIE - SIN in VIE Senator lounge, because we both like REALLY needed to work on the plane, but internet wasn't working(I asked in the lounge before doing the upgrade if it'll be ok, lounge girls did confirm), so basically there was no reason at all for me to upgrade, since it was my leasure trip... can I complain now? I understand that I got better seats and awesome food, but really can't see poing in doing it for now, since trip was a leasure ( advises? whom should I write to if there's a reason...? I had M class tickets and it costed me 65-000 each ticket to get upgrade. I'm not sorry for miles, but sorry that I couldn't get job done (
Jan 3, 2007, 2:29 am
#3
Join Date: Mar 2005
Programs: LH FTL (*S), AA, Sixt Plat, bahn.comfort
Posts: 1,801
I can understand, why you are angry.
You have spent ten thousands of miles for an upgrade in order to work with internet andn power supply onboard and you got no internet onboard. However, internet by connexionbyboeing aka flynet stopped at the end of 2006. LH informed their passengers by email about this and it was widely discussed on FT.
Now, you can complain that the info from the lounge staff was incorrect and incompetent. Probably they will sent you a letter with explaining that flynet has discontinued and that LH - in general - cannot garantuee special services (such as new businessclass etc.). Perhaps the letter will along with some compensation miles for the wrong information, but I don't expect a "real" compensation compared to your investment of 130k miles. In this case, I do expect LH to react internally, which means that they inform their staff more accurately about the end of flynet, if this hasn't happened so far.
My guess are 2-5k miles, as you are FTL with LH.
You have spent ten thousands of miles for an upgrade in order to work with internet andn power supply onboard and you got no internet onboard. However, internet by connexionbyboeing aka flynet stopped at the end of 2006. LH informed their passengers by email about this and it was widely discussed on FT.
Now, you can complain that the info from the lounge staff was incorrect and incompetent. Probably they will sent you a letter with explaining that flynet has discontinued and that LH - in general - cannot garantuee special services (such as new businessclass etc.). Perhaps the letter will along with some compensation miles for the wrong information, but I don't expect a "real" compensation compared to your investment of 130k miles. In this case, I do expect LH to react internally, which means that they inform their staff more accurately about the end of flynet, if this hasn't happened so far.
My guess are 2-5k miles, as you are FTL with LH.
Jan 3, 2007, 2:32 am
#4
Original Poster
Join Date: Oct 2003
Location: Moscow, Russia
Programs: Marriott LT Platinum, Hilton Diamond, IHG Diamond
Posts: 334
we both needed much more space, since we had three notebooks and internet conection was essential, because we had to get some information for our research via corporate website ;-((( I never been lied by lounge stuff and that was bothers me most ;-(
Jan 3, 2007, 2:37 am
#5
FlyerTalk Evangelist
Join Date: Nov 2006
Location: SZG, Austria
Programs: LH(OS) HON, IC RA
Posts: 33,194
I dont think, that you will get any compensation. I often flew longhaul flights and often the internet is not working. I always reclaimed this, but I didnt get any compensation.
Jan 3, 2007, 2:40 am
#6
Original Poster
Join Date: Oct 2003
Location: Moscow, Russia
Programs: Marriott LT Platinum, Hilton Diamond, IHG Diamond
Posts: 334
ok, will try then and will keep everybody in the loop on what will happen, qiestion is do I have to write austrian airlines or lufthansa miles and more and which country? Russia where I stared my jorney and bought the tickets or Austria/Germany respectivly ) thanks to everyone, forgot to say HAPPY NEW YEAR all ;-) regards!
Jan 3, 2007, 3:10 am
#7
FlyerTalk Evangelist
Join Date: May 2000
Location: Little dot in Asia
Programs: AA-EP, TK-*G, HL-DM, HY-GLO, MR-LTP
Posts: 25,932
Hmmm...
Let me see...
I used my e-vouchers to get upgraded between FRA - SIN too in anticipation for the new seats in Business class.
Upon boarding, I realised that this was not the case. Can I get my e-vouchers back?
No.
LH's contract was to get your from point A to point B. Flying in Business Class was the deal. Old seats or new.
So you opted for an upgrade whihc was approved. By the time you got to the airport, your economy class seat would most probably have been given away or sold. Which meant that OS would have to put you in Business Class anyway as there would have been no seat for you.
You of course did not tell us if you volunteered to be downgraded back to economy class. And if you did, then you would be able your miles back.
But in all fairness, NO. You should not even complain...
What if you got on board, and the internet isn't working...? You want to complain then? And ask for your miles back?
Please be realistic !
Let me see...
I used my e-vouchers to get upgraded between FRA - SIN too in anticipation for the new seats in Business class.
Upon boarding, I realised that this was not the case. Can I get my e-vouchers back?
No.
LH's contract was to get your from point A to point B. Flying in Business Class was the deal. Old seats or new.
So you opted for an upgrade whihc was approved. By the time you got to the airport, your economy class seat would most probably have been given away or sold. Which meant that OS would have to put you in Business Class anyway as there would have been no seat for you.
You of course did not tell us if you volunteered to be downgraded back to economy class. And if you did, then you would be able your miles back.
But in all fairness, NO. You should not even complain...
What if you got on board, and the internet isn't working...? You want to complain then? And ask for your miles back?
Please be realistic !
Jan 3, 2007, 3:17 am
#8
Original Poster
Join Date: Oct 2003
Location: Moscow, Russia
Programs: Marriott LT Platinum, Hilton Diamond, IHG Diamond
Posts: 334
thanks for advise on reality, BUT...
1) upgrade has been done AT THE *G LOUNGE in Vienna airport ONE HOUR before the flight started, I had valid coach economy calss seats on me issued in Moscow
2) I asked lounge girls if we'll be able to work on exactly that flight using the internet and they confirmed and I asked for possible upgared only after that
... and please be realistic and carefully read what people are asking here ) thanks.
1) upgrade has been done AT THE *G LOUNGE in Vienna airport ONE HOUR before the flight started, I had valid coach economy calss seats on me issued in Moscow
2) I asked lounge girls if we'll be able to work on exactly that flight using the internet and they confirmed and I asked for possible upgared only after that
... and please be realistic and carefully read what people are asking here ) thanks.
Jan 3, 2007, 3:34 am
#9
Join Date: Nov 2004
Location: Dubai
Programs: BA Silver, FB Plat, EK Gold, BonvoyAmb
Posts: 2,021
thanks for advise on reality, BUT...
1) upgrade has been done AT THE *G LOUNGE in Vienna airport ONE HOUR before the flight started, I had valid coach economy calss seats on me issued in Moscow
2) I asked lounge girls if we'll be able to work on exactly that flight using the internet and they confirmed and I asked for possible upgared only after that
... and please be realistic and carefully read what people are asking here ) thanks.
1) upgrade has been done AT THE *G LOUNGE in Vienna airport ONE HOUR before the flight started, I had valid coach economy calss seats on me issued in Moscow
2) I asked lounge girls if we'll be able to work on exactly that flight using the internet and they confirmed and I asked for possible upgared only after that
... and please be realistic and carefully read what people are asking here ) thanks.
LH offer(ed) Boeing Connexion, but they are not the owners or maintain the satelites, therefore it is out of their control. They have the on board equipement but cannot ensure the provider has the satelites "pointed" in the right direction. I had two flights with LH in the past two weeks and both times the system was not operating- .S%&T happens!
Jan 3, 2007, 3:45 am
#10
Join Date: Mar 2005
Programs: LH FTL (*S), AA, Sixt Plat, bahn.comfort
Posts: 1,801
LH offer(ed) Boeing Connexion, but they are not the owners or maintain the satelites, therefore it is out of their control. They have the on board equipement but cannot ensure the provider has the satelites "pointed" in the right direction. I had two flights with LH in the past two weeks and both times the system was not operating- .S%&T happens!
Jan 3, 2007, 3:49 am
#11
Join Date: Nov 2004
Location: Dubai
Programs: BA Silver, FB Plat, EK Gold, BonvoyAmb
Posts: 2,021
The difference is that ConnexionbyBoeing is not longer active. Thus, it was not bad luck and not under LH's control, it was simply an incompetent and wrong answer from a lounge warden that led to a mis-investment of 130k miles. And that's something, you can complain about in my opinion (but you shouldn't expect too much).
however, every good FTer knew that the service was gone Jan 1.
Jan 3, 2007, 3:53 am
#12
FlyerTalk Evangelist
Join Date: Oct 2004
Location: MUC/LAX/SMV
Programs: LH, UA, BD, AA, NW, FB, NH, AC, Sixt, Hertz, Avis, *W, HH, Marriott, PC, Leaders Club, AMEX
Posts: 12,406
It's utterly unrealistic to assume that service staff working for any airline would have the slightest clue about the service offered by the airline they are working for.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
Jan 3, 2007, 4:30 am
#13
Join Date: Dec 2001
Location: hamburg
Posts: 1,390
It's utterly unrealistic to assume that service staff working for any airline would have the slightest clue about the service offered by the airline they are working for.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
if i considered making some noise everytime an airline employee is telling me bollocks, that is what would become my main occupation.
Jan 3, 2007, 4:57 am
#14
Join Date: Dec 2004
Location: NUE
Programs: *G (TK elite+), OW sapphire (QR), ST elite plus (AF). LA black
Posts: 3,741
anyway, afaik internet on board has never been activated on OS operated flights (although some planes have the equipment installed).
so the info you got from the lounge staff was definitely wrong if you have been on an OS plane.
so the info you got from the lounge staff was definitely wrong if you have been on an OS plane.
Jan 3, 2007, 6:21 am
#15
Suspended
Join Date: Jun 2006
Location: MST / YUL
Programs: Star Alliance Gold
Posts: 215
It's utterly unrealistic to assume that service staff working for any airline would have the slightest clue about the service offered by the airline they are working for.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.
Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.
Based on their training course they indeed provide one with several different answers...
Back to the OT. I do not think that excess to the internet is a perk that automatically comes with an upgrade to C.
BTW, did you fly OS VIE-SIN ? Or did you fly Russia-VIE-FRA-SIN ??