MXP checkin staff - clueless or unwilling?

Old Jun 2, 08, 2:09 am
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MXP checkin staff - clueless or unwilling?

Last week being in Milan, I was ahead of my shedule and phoned FTL-Hotline in order to rebook my MXP-HAM flight from the one departing 19:40 to one flight earlier (departing 15:35).As I was not 100 % sure, whether I could make it to the airport before checkin stops, the hotline agent advised me to go to the airport and try to rebook there directly, as the 15:35 flight was not full, but the later flight was full, meaning that I would risk to be stranded in MXP when rebooking directly and misseing the flight then.

I did like she advised and arrived 5 minutes before end of checkin at the airport. Askes the lady at the ckeckin counter to rebbok me to the earlier flight. Answer: Flight is full! I asked again, saying that I had been phoning 45 minutes before and FTL-hotline said there is plenty of room on the flight! Answer: They were telling you something wrong, flight is full!

I left the checkin counter and phoned the FTL-hotline again. Result: "OK, I have rebboked you to the earlier flight, you can check in now!"

I got my boarding pass one counter besides the one I was trying to ckeck in before, returned to the other counter then, showing it to the agent and asking why she was not able to do so? She just looked at me quite dumb.

So I am wondering: Was the MXP checkin staff unwilling to rebook me, because this means extra work for them, or are their informations in the computer so bad that the cant see what FTL-hotline can see?
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Old Jun 2, 08, 3:57 am
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How full was the flight in the end?
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Old Jun 2, 08, 4:10 am
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This is typical of the lack of customer service you will find in Italy.. It happens not only on a regular basis with airlines, but also restaurants, clothing stores, even the government offices operate like this.. Just chalk it up to typically horrid customer (dis)-service
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Old Jun 2, 08, 4:35 am
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szg
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Yes, the LH check-in agents are very special at MXP. One agent at the C check-in was not able to check me in, then I went to an Y counter and it worked. I donīt know, what really happens there....
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Old Jun 2, 08, 4:38 am
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Originally Posted by szg View Post
Yes, the LH check-in agents are very special at MXP. One agent at the C check-in was not able to check me in, then I went to an Y counter and it worked. I don´t know, what really happens there....
It's not just LH landside staff at MXP too -- it seems most of the airlines at MXP have landside staff there that is no better. Or they just want you to flirt with them (per the applicable sexual orientation).
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Old Jun 2, 08, 4:45 am
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Originally Posted by SmilingBoy View Post
How full was the flight in the end?
It was quite full in the end, not sure though if 100 % full.
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Old Jun 2, 08, 4:47 am
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Originally Posted by GUWonder View Post
It's not just LH landside staff at MXP too -- it seems most of the airlines at MXP have landside staff there that is no better.
Experienced it myself spending a whole day talking to half a dozen AZ and AF agents trying to reschedule some flights after weather related delays...
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Old Jun 2, 08, 6:52 am
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I was once flying SK from MXP to CPH. I got to the airport way too early - unfortunately having a dirt cheap restricted ticket I could not get on an earlier flight. Anyway the check-in agent refused to check me in 4 hours before departure as "there's an earlier SK flight to Copenhagen and your luggage will get loaded in that flight instead of the one you are booked on"... that was interesting - I thought that security regulations explicitly make it very difficult for this kind of things to happen.

In the end I had to hang around a few hours before the earlier flight departed and she was happy to check me in.

It looks like the incompetence is not limited to just customer service agents then.
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Old Jun 2, 08, 7:02 am
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Originally Posted by FlyingFinn View Post
I was once flying SK from MXP to CPH. I got to the airport way too early - unfortunately having a dirt cheap restricted ticket I could not get on an earlier flight. Anyway the check-in agent refused to check me in 4 hours before departure as "there's an earlier SK flight to Copenhagen and your luggage will get loaded in that flight instead of the one you are booked on"... that was interesting - I thought that security regulations explicitly make it very difficult for this kind of things to happen.

In the end I had to hang around a few hours before the earlier flight departed and she was happy to check me in.

It looks like the incompetence is not limited to just customer service agents then.
Next time use the check-in machine and drop-off your luggage at the check-in counter.
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Old Jun 2, 08, 7:55 am
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Interesting attitude, particularly interesting since LH now trumps MXP as a 'minihub' and wants to take away AZ pax.

Did you report your experience via the LH feedback form?
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Old Jun 2, 08, 3:53 pm
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Originally Posted by szg View Post
Yes, the LH check-in agents are very special at MXP. One agent at the C check-in was not able to check me in, then I went to an Y counter and it worked. I donīt know, what really happens there....
i can confirm "very special". went to the self check-in, since the counter check-in didnīt work. presenting my boarding pass to that lady asking why she was unable to check me in, she gave me a clueless face... i guess she just preferred chatting with her colleague instead...
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Old Jun 2, 08, 4:21 pm
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Hello,

first: The check-in at MXP is in my good books, as nowhere else I experienced such a helpful staff as at MXP. I came too late to the CI for the last flight of the day (it was already the departure time of the flight - traffic jam because of a highway accident), and they phoned some ground staff to contact the captain whether he can wait for a late coming SEN (!). The CI-lady than even escorted me through the security check, and an other ground staff member drove me with a FIAT Uno to the waiting plane (Air Dolomiti ATR).

Just another question: I have never and nowhere managed that CI-staff could rebook me - do they even have the tools for that? Another time, also at MXP, I was friendly asked to call the SEN-line, as they could not rebook me at Check in.

So may be it's rather a technical than an attitude issue?
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Old Jun 2, 08, 4:33 pm
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Doesn't seem to need much of an improvement to be better than AZ ?

Similar experience with Sixt at MXP: The lady gave me the car (no Platinum upgrade as apparently I already had the best category... Alfa 156 ...yeah right, plenty of Sixt C classes in the car park).

A week later I received a bill for over €500 from Sixt, whereas my confirmation stated €120 all in. Sixt Germany finally sorted it out and credited me.

Looks like Italian customer service is an oxymoron!
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Old Jun 2, 08, 4:37 pm
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Last year I flex AP from LIN to TXL. At check-in, I asked the check-in guy, if they had a lounge and if I has access as *G. He replied: "I hope so". No smile, no explanation But luckily, they let me into the AP-lounge...
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Old Jun 3, 08, 12:51 am
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szg
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Originally Posted by Rambuster View Post
Doesn't seem to need much of an improvement to be better than AZ ?

Similar experience with Sixt at MXP: The lady gave me the car (no Platinum upgrade as apparently I already had the best category... Alfa 156 ...yeah right, plenty of Sixt C classes in the car park).

A week later I received a bill for over €500 from Sixt, whereas my confirmation stated €120 all in. Sixt Germany finally sorted it out and credited me.

Looks like Italian customer service is an oxymoron!
Made the same experience with SIXT. Was overcharged once for about 500 EUR at MXP Airport.
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