Petition: Keep The Call Center in Kassel

Old Sep 17, 09, 3:29 am
  #1  
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Petition: Keep The Call Center in Kassel

Recent rumour has it that LH plans to close the call center in Kassel. Among all call centers I am dealing with, Kassel has by far the most experienced and competent agents. Quick closure on requests and issues is a top incentive to fly LH.

Please do only post a comment here if you want to join the petition. LH Relate might feed the number of SEN/HON/others voting here into the right channels...

Kassel is an asset ^
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Old Sep 17, 09, 3:44 am
  #2  
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Kassel is indeed an asset.
This week I had an other episode with the Cape Town call centre. They were not able to do the simple task of assigning a second person on my PNR a seat next to me.
They messed up the eticket so badly that a paper ticket had to be issued at the airport ...

Those are the guys that should be fired - not the Kassel agents !!
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Old Sep 17, 09, 3:51 am
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The Kassel agents are truly the best. I have actually written quite a few letters in the past, praising some of the agents and their great customer service performance. Count me in and hopefully this will have an impact. I'm a SEN btw.
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Old Sep 17, 09, 3:53 am
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Count me in for Kassel, of course.

Whereever I am, I always manage to call LH during German business hours. I stopped having annoying discussions with people having very bad accents in both, German and English and acting like idiots in the name of LH somewhere in the world.
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Old Sep 17, 09, 3:54 am
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Another one for Kassel. Keep the agents working there. They are true assets. Forget about the people in Cape Town - while not all bad they are nowhere near the experience of the Kassel folks.
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Old Sep 17, 09, 3:59 am
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Recent answers I got from Cape Town from two different agents in the last two weeks:
  • adding a Miles&More-number into an existing PNR is only possible when the ticket is not issued (Kassel fixed it the next day)
  • a seat-assignation is never possible in advance (Kassel fixed it the next day)
  • W Class in Europe is not upgradeable (Kassel fixed it the next day)

Closing Kassel will create such a mess that it will cost more than LH could ever save.
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Old Sep 17, 09, 4:34 am
  #7  
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Agree with all the previous posters. But where does the rumour come from?
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Old Sep 17, 09, 4:48 am
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we are all doomed without Kassel. LH would make a big mistake if they got rid of the competence there.
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Old Sep 17, 09, 4:51 am
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Originally Posted by rorschi View Post
Closing Kassel will create such a mess that it will cost more than LH could ever save.
Truer words have never been spoken.

Lufthansa, closing Kassel would be penny-wise, pound-foolish. Don't make the same mistakes that have reduced your North American competitors to shadows of their former selves.
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Old Sep 17, 09, 5:33 am
  #10  
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Perhaps they could utilise BMI's Indian Call Centre ?
...da werden Sie (nicht) geholfen ...
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Old Sep 17, 09, 6:19 am
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Why don't they close Cape Town instead?

Only once did I encounter an agent there who knew what he was doing.
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Old Sep 17, 09, 6:23 am
  #12  
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Originally Posted by capetonian View Post
Why don't they close Cape Town instead?

Only once did I encounter an agent there who knew what he was doing.
He was fired immediately !
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Old Sep 17, 09, 6:32 am
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Originally Posted by DownUnderFlyer View Post
But where does the rumour come from?
Good question! While I agree that Kassel CC is way better than the other LH CCs, it would be nice to get some more information on this issue. Anyway if my vote is needed I am in
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Old Sep 17, 09, 9:30 am
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I'm certainly in too! ^ Kassel is certainly the biggest asset and has the most experienced service agents working there. They really know their job. Would be a nightmare if this center is closed down. I can't even imagine getting a flight ex ZRH cancelled (on LH stock) and then - instead of queing and listening to useless Swissport people - by phoning the SEN-hotline getting connected to IST/CPT. That's like dealing with BD's zoo in India...
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Old Sep 17, 09, 9:36 am
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A LH world without Kassel would be a nightmare. The ladies and gentlemen there are competent and polite. I don't want to miss them. Better close the non-german-callcenters.Salve Luigi
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