Questions for official LH lurker, LHrelate

Old Jul 23, 07, 2:43 pm
  #1  
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Questions for official LH lurker, LHrelate

To make things easier for LHrelate to help us all, the moderators of the M&M forum have set up this questions thread.

LHrelate had already set up a special Flyer Talk feedback form on the website - << click here >>. Please do not use both the special FT form as well as normal channels on the same issue. If you are using the FT form to follow up something already raised, please mention you have already raised it. The easier and more smoothly the new form works, the more likely it will be retained. If we create extra work for LH (eg by using multiple channels on the same issue), the new form may be removed.

Since FT respects individual's privacy, if your question requires personal information to answer please use the feedback form above rather than this thread. More general questions are welcomed here.

A reminder that checking FT is only a small part (currently) of LHrelate's job and thus there will not always be an immediate response to this thread or to the feedback form. This is especially the case when an investigation is required to answer a question - sometimes it can take a few weeks to gather the information.

EDIT 2010-06-18 LHrelate is sadly on hiatus as Michelle left LH. The Q&A in this thread will continue once LH nominates a successor

Thanks for your patience.


Kiwi Flyer; totti; oliver2002
M&M moderators

Last edited by oliver2002; Jun 18, 10 at 2:06 am Reason: personal leave status
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Old Jul 23, 07, 2:49 pm
  #2  
 
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wow, official LH feedback site just for us here... i'm impressed! thanks a lot... ^^
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Old Jul 23, 07, 2:55 pm
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wow, that's most amazing. will use it right after my flight on Saturday

TWO THUMBS UP, LHrelate ^^
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Old Jul 23, 07, 3:39 pm
  #4  
 
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Very nice! Well done Michelle!

I hope I'll never need to use that form, but it's great to know it's there.
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Old Jul 23, 07, 5:18 pm
  #5  
 
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Originally Posted by alex0683de View Post
Very nice! Well done Michelle!

I hope I'll never need to use that form, but it's great to know it's there.
Should we just use it for complaints? I understand that we also might use it to tell her about outstanding service, meaning to name positive things
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Old Jul 23, 07, 5:45 pm
  #6  
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Originally Posted by supermasterphil View Post
Should we just use it for complaints? I understand that we also might use it to tell her about outstanding service, meaning to name positive things
I think it is great that we have an LH lurker in the first place and a website form to go along with it ! A few of us very frequent flyers of course have contacts within LH management through the LH customer events to sourt out problems but this will certainly be good to address problems directly !^
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Old Jul 24, 07, 5:38 am
  #7  
 
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Originally Posted by supermasterphil View Post
Should we just use it for complaints? I understand that we also might use it to tell her about outstanding service, meaning to name positive things
Do you know the saying net gschimpft isch gnug globt?

Seriously though, I was under the impression that the form was for the resolution of problems. I prefer to give positive feedback directly to the person who deserves it (the FAs, the Gate Agent, whoever).

Michelle, would you like to offer your view on this? Thanks!
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Old Jul 24, 07, 12:22 pm
  #8  
 
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Originally Posted by alex0683de View Post
Do you know the saying net gschimpft isch gnug globt?
(...)
I prefer to give positive feedback directly to the person who deserves it (the FAs, the Gate Agent, whoever).
Not necessarily right, IMHO. I shared positive experiences more than once with LH and they always appreciated it and replied, they will let the right persons know about this. Right persons means the involved ones as well as their managers and adding a note to their personal files.

Giving positive feedback to the right person is one (good !) thing, but in a world of reporting and scoring it became even very important to let others know about it.
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Old Jul 24, 07, 9:57 pm
  #9  
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Originally Posted by alex0683de View Post

Michelle, would you like to offer your view on this? Thanks!
Receiving a note of thanks from a customer means the world to me. Recently we did a favor for a couple of kids who were keen on aviation and they left me a sweet voicemail of thanks. It brought me to tears and made my efforts so worth it.

While Customer Relations does resolve problems, we also get lots of mail about great service. When an employee is identified, we do bring them to the personal attention of their manager. If not, the feedback is entered in the database, so it still is recognized in trend reporting.

Positive feedback in one area can be used as an example of what to implement in other areas. It also helps focus our efforts to other areas where improvement may be needed.


Hope this helps,
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Old Jul 24, 07, 10:07 pm
  #10  
 
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Welcome at FT Michelle!

Great to have You "on board"!
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Old Jul 25, 07, 3:34 am
  #11  
 
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Originally Posted by LHrelate View Post
Receiving a note of thanks from a customer means the world to me. Recently we did a favor for a couple of kids who were keen on aviation and they left me a sweet voicemail of thanks. It brought me to tears and made my efforts so worth it.

While Customer Relations does resolve problems, we also get lots of mail about great service. When an employee is identified, we do bring them to the personal attention of their manager. If not, the feedback is entered in the database, so it still is recognized in trend reporting.

Positive feedback in one area can be used as an example of what to implement in other areas. It also helps focus our efforts to other areas where improvement may be needed.


Hope this helps,

Well then, I stand corrected. In that case, I hope I have to use the form often!
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Old Jul 25, 07, 9:24 am
  #12  
 
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What a great idea, it shows how far LH has come in the last year. I hope I can make use of this tool a lot of times, hopefully only for positive feedback.^^^
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Old Jul 27, 07, 10:28 am
  #13  
 
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Refunding of Taxes!?

After all the praise and welcome for Michelle...^^^
here comes a first, and certainly tricky question, that i raised in another thread....it relates to the refunding of taxes and fees for unused portions of the ticket...here comes the quote from the other thread:

"I have heard different stories in the past, both from fellow travellers as well as from LH so that i would rather see LHRelate formulate an oficial position on what LH´s policy is with regards to taxes on unused tickets.
Whenever I check my M&M card, I have so many entries on it, it would possibly bring down half of Germany´s remaining forests to produce enough paper to list all unused coupons.

While some of the coupons are missed flights/rebooked on other carriers because of changed business requirements, some are clearly the result of a cost-conscious, creative booking pattern.

HOWEVER: There has to be something official, that is also in line with legislation, and whether that is the

a)no way to refund,
b)no prob, but we recalc to a oneway first,
or
c)no prob and we dont recalc

version, i can live with all, but if Michelle is around, would you be able to comment?

Anyone else interested in this?

Happy diving,
yapak2"

So, Michelle, if you read this and are able to enlighten us on this subject, then I would be a happy boy....

Happy Weekend everyone,
yapak2
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Old Jul 28, 07, 7:40 pm
  #14  
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Hi everyone,

Just wanted to remind you all that as I said in another thread I'm on vacation since yesterday until 07AUG. That means I'm out of the office and can't research anything until I'm back there, like the taxes question.

When I get back I will surely touch base with the necessary authorities and clear this matter up. Also keep in mind it may be something that varies by country of purchase (just speculating on that, can't confirm until I'm back).


Have a great weekend,
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Old Jul 30, 07, 5:02 am
  #15  
 
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Thanks for the great service Michelle.
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