LH introduces PAs for premium customers in London (HON & FC) [merged]
Apr 6, 2008, 11:42 am
#16
Join Date: Dec 2004
Location: SZG
Posts: 3,936
Apr 6, 2008, 1:10 pm
#17
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,181
Lufthansa’s premium customers can look forward to an exclusive service at London Heathrow. Since January. Personal Assistants (PAs) have been on hand at the airport to look after First Class passengers and HON Circle members. Following a three-month test phase, Lufthansa now offers its top customers an exclusive welcoming service with a view to enhancing their travel experience. “We meet our passengers at check-in, fast-track them through security and escort them to the lounge,” says PA Bright Chememzie. “We also greet incoming passengers landing at Heathrow as soon as they disembark and accompany them through passport control and customs to help them save time,” he explains. London has an above-average share of First Class passengers and HON Circle members and is the first LH station in Europe to introduce this service. It was developed jointly by FRA EB and LON EA and has been well received by customers.
Apr 6, 2008, 1:23 pm
#18
Join Date: Jun 2004
Posts: 1,556
I've never been escorted to the lounge (not that I need it though...) - only to the BP checker.
Also - any news on introducing this service elsewhere in Europe? There was an article in LH Exclusive a while ago saying they were looking at introducing it at CDG also.
Apr 6, 2008, 2:03 pm
#19
Join Date: Dec 2004
Location: SZG
Posts: 3,936
i think this article said they will introduce it on other aiports if the trial at LHR goes well, so lets see what happens in the next months...
Apr 6, 2008, 2:15 pm
#20
Join Date: Mar 2002
Programs: QF Platinum (OW Emerald); QF Lifestime Silver; BD Diamond Club Gold (*A Gold)
Posts: 4,786
I thought sentom's post (just a few earlier) suggests it's been introduced permanently and is, therefore, no longer a trial. So what happens next at other stations outside Germany?
Apr 7, 2008, 8:28 am
#21
Join Date: Jan 2002
Location: FRA
Posts: 2,175
this service is sometimes good, sometimes bad.
on arrival, it is useless: you get first out of the plane, then one PA waits untit all HONs are collected, then brings them to the passport control, where you are now last in the row after everybody bypassed you leaving the plane.
on departure, sometimes they brought me just to the BP checker, sometimes also through entire security -- seems you have to insist on this, then they do it, otherwise it seems they avoid it.
never was i escorted to the lounge.
on arrival, it is useless: you get first out of the plane, then one PA waits untit all HONs are collected, then brings them to the passport control, where you are now last in the row after everybody bypassed you leaving the plane.
on departure, sometimes they brought me just to the BP checker, sometimes also through entire security -- seems you have to insist on this, then they do it, otherwise it seems they avoid it.
never was i escorted to the lounge.
Apr 7, 2008, 1:40 pm
#22
Join Date: Mar 2002
Programs: QF Platinum (OW Emerald); QF Lifestime Silver; BD Diamond Club Gold (*A Gold)
Posts: 4,786
this service is sometimes good, sometimes bad.
on arrival, it is useless: you get first out of the plane, then one PA waits untit all HONs are collected, then brings them to the passport control, where you are now last in the row after everybody bypassed you leaving the plane.
on departure, sometimes they brought me just to the BP checker, sometimes also through entire security -- seems you have to insist on this, then they do it, otherwise it seems they avoid it.
never was i escorted to the lounge.
on arrival, it is useless: you get first out of the plane, then one PA waits untit all HONs are collected, then brings them to the passport control, where you are now last in the row after everybody bypassed you leaving the plane.
on departure, sometimes they brought me just to the BP checker, sometimes also through entire security -- seems you have to insist on this, then they do it, otherwise it seems they avoid it.
never was i escorted to the lounge.
1. LHR is overall a dreadful experience from the very moment you arrive, compared to the slick check-in / transit experience at FRA / MUC / ZRH and, to a lesser extent, VIE.
2. LH has understood that if it wants to build a true premium product, having a best-in-class terminal experience at FRA / moderately similar product at MUC / to a lesser extent ZRH simply isn't enough and its most-demanding clients are going to be judging it from the moment they first encounter the brand, rather than from the moment pax step on to the plane to experience the hard product. Any why not, they've paid enough, whether through a paid fare or mileage redemptions.
My impressions are that LH is attempting to do more than many others when it comes to getting the end-to-end product right. It may not (yet) have the A380 with Sky Suites, not LHR Terminal 5 (a blessing, all things considered), not the most revolutionary in-the-air product. But of the things it strives to do well: consistency in the air, a ground handling experience at its German main hubs which is a cut above similar offered just about anywhere else in the world and, through moves such as this, is clearly beginning to explore pluggin the gaps. That IMO puts LH head-and-shoulders above its competitors - keep the good work up.
Apr 7, 2008, 2:23 pm
#23
Join Date: Jun 2004
Posts: 1,556
HONs (and possibly F Class connecting pax) get escorts at most airports outside Europe. What they can do depends on local authorities and procedures, but they do try. Baggage is sometimes EXTREMELY quick - eg at YVR recently it was ready withing 5 minutes of disambarking, just as I passed passport control having been escorted straight to the front of the passport control queue....
May 1, 2008, 4:29 pm
#24
Join Date: Sep 2007
Location: HNL/SMF/IAD
Programs: Mostly Mileage Plus (UGS) + AAdvantage (Gold)
Posts: 386
Is this service available only to full-fare F customers, or all F customers, including those traveling on Star Award tickets?
Also, does anyone know if the service has been rolled out at LCY?
Also, does anyone know if the service has been rolled out at LCY?
May 2, 2008, 12:31 am
#25
Join Date: Mar 2002
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Sep 2, 2008, 4:23 am
#26
Join Date: Sep 2004
Programs: LH Miles&More Senator (Star Alliance Gold)
Posts: 224
I have one flight in economy from LHR to FRA on one ticket and then FRA to BKK in FIRST on another ticket on the same day. Would i still qualify for using this PA service ?
Thanks in advance ^
Thanks in advance ^
Sep 2, 2008, 7:37 am
#27
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You might have to talk to the ticket agent. Since you have individual tickets they dont recognize it from the start on obviously. Are you planning to check baggage ?
Sep 2, 2008, 8:35 am
#28
Join Date: Sep 2004
Programs: LH Miles&More Senator (Star Alliance Gold)
Posts: 224
That is what i thought..... yes i will check luggage all the way through.. and both of the tickets are e-tickets stored on my SEN card. Presumingly i will have to collect my boarding pass for FRA to BKK from FRA as that is where the 2nd ticket orginates from.
Sep 2, 2008, 8:47 am
#29
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Hmm they can definetely check your bags through and sometimes the TA or even the CI agent can manage to give you the boarding pass if the IT is friendly that day. The new pictures system makes that very easy.
Sep 2, 2008, 9:34 am
#30
Join Date: Sep 2004
Programs: LH Miles&More Senator (Star Alliance Gold)
Posts: 224
What is the new pictures system ?