Yet again LX downgrade TLV aircraft [to A32S] in the last minute...
Sep 19, 2012, 2:15 am
#151
Join Date: Dec 2007
Location: LUX
Programs: LH SEN, BA Silver, HH SILVER, Bonvoy PLAT, A/club PLAT, Hyatt Diamond
Posts: 838
It is true that aircraft changes happen all around the world. However in this case, it's not just an aircraft change to different equipment. It's a change to an entirely different product. When one pays for a business class product with proper lie-flat seats, and it is changed to what is basically an economy class product, one should expect some form of compensation and apology from Corporate, and at least a sympathetic ear from the lead customer-facing employee, i.e. the purser.
Sep 20, 2012, 7:39 am
#152
Join Date: Mar 2012
Location: GVA-SIN-CDG-ICN
Programs: LX/LH SENATOR AF/KL FLYING BLUE GOLD
Posts: 82
The purser has nothing to do with an aircraft change. As some other passengers may not have noticed the change (because they don't fly this route or this airline often or just don't care about flying on narrow bodies aircraft), he will certainly not point it out on the microphone!
If you want an apology try to write to Swiss customer services. You might receive something, but Swiss could argue that they flew you from Zurich to Tel Aviv, so basically for what you have paid for
I understand that you are frustrated (and I would be too!) to fly on a small aircraft but hey, it is only a 4 hours flight, I fully understand also that Swiss do not cancel a long range flight and take the aircraft meant for TLV to replace another one which went tech
Sep 20, 2012, 12:29 pm
#153
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
Have you bothered to read the thread at all?
It's not so much that the equipment changed but that due to that change the business seat that you paid for, and was promised, is now in essence replaced by an economy seat. And that does warrant an excuse and some compensation!
It's not so much that the equipment changed but that due to that change the business seat that you paid for, and was promised, is now in essence replaced by an economy seat. And that does warrant an excuse and some compensation!
Sep 20, 2012, 2:09 pm
#154
Join Date: Dec 2005
Programs: OW Emerald, *A Gold
Posts: 6,913
+1
The purser has nothing to do with an aircraft change. As some other passengers may not have noticed the change (because they don't fly this route or this airline often or just don't care about flying on narrow bodies aircraft), he will certainly not point it out on the microphone!
If you want an apology try to write to Swiss customer services. You might receive something, but Swiss could argue that they flew you from Zurich to Tel Aviv, so basically for what you have paid for
I understand that you are frustrated (and I would be too!) to fly on a small aircraft but hey, it is only a 4 hours flight, I fully understand also that Swiss do not cancel a long range flight and take the aircraft meant for TLV to replace another one which went tech
The purser has nothing to do with an aircraft change. As some other passengers may not have noticed the change (because they don't fly this route or this airline often or just don't care about flying on narrow bodies aircraft), he will certainly not point it out on the microphone!
If you want an apology try to write to Swiss customer services. You might receive something, but Swiss could argue that they flew you from Zurich to Tel Aviv, so basically for what you have paid for
I understand that you are frustrated (and I would be too!) to fly on a small aircraft but hey, it is only a 4 hours flight, I fully understand also that Swiss do not cancel a long range flight and take the aircraft meant for TLV to replace another one which went tech
Sep 21, 2012, 4:50 am
#155
Join Date: Jan 2010
Posts: 1,270
What I mainly criticize is the following attitude of the guy above:
Quote:
I asked the purser at the entrance if they are going to apologize for the change of plane...
Getting on the plane and immediately aggressing the purser with such a phrase. Even on his 1st flight on downgraded equipment his posting suggests he automatically expected an apology when getting on the plane.
AC changes happen OK. I would not be pleased too getting a NEK seat instead of the C seats in an A333 or A343, but I would never have the idea to aggress the purser for that. This is something to clarify with customer service.
Quote:
I asked the purser at the entrance if they are going to apologize for the change of plane...
Getting on the plane and immediately aggressing the purser with such a phrase. Even on his 1st flight on downgraded equipment his posting suggests he automatically expected an apology when getting on the plane.
AC changes happen OK. I would not be pleased too getting a NEK seat instead of the C seats in an A333 or A343, but I would never have the idea to aggress the purser for that. This is something to clarify with customer service.
Sep 21, 2012, 5:07 am
#156
Join Date: Dec 2005
Programs: OW Emerald, *A Gold
Posts: 6,913
What I mainly criticize is the following attitude of the guy above:
Quote:
I asked the purser at the entrance if they are going to apologize for the change of plane...
Getting on the plane and immediately aggressing the purser with such a phrase. Even on his 1st flight on downgraded equipment his posting suggests he automatically expected an apology when getting on the plane.
AC changes happen OK. I would not be pleased too getting a NEK seat instead of the C seats in an A333 or A343, but I would never have the idea to aggress the purser for that. This is something to clarify with customer service.
Quote:
I asked the purser at the entrance if they are going to apologize for the change of plane...
Getting on the plane and immediately aggressing the purser with such a phrase. Even on his 1st flight on downgraded equipment his posting suggests he automatically expected an apology when getting on the plane.
AC changes happen OK. I would not be pleased too getting a NEK seat instead of the C seats in an A333 or A343, but I would never have the idea to aggress the purser for that. This is something to clarify with customer service.
Sep 21, 2012, 12:11 pm
#157
Join Date: Oct 2002
Location: Here there everywhere
Programs: Bonvoy Lifetime Titanium, Hilton Diamond, IHG Plat, BA Silver, Aegean Gold, Aeroplan 25k, AA EXP
Posts: 2,825
Maybe LX should simply cancel flights when no wide body is available.
That way nobody would complain about aircraft downgauges.
At least when LX downgauges to an A321 they get you to your destination...
That way nobody would complain about aircraft downgauges.
At least when LX downgauges to an A321 they get you to your destination...
Sep 21, 2012, 12:30 pm
#158
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
Have you read the thread? Or do you really think it's OK for LX to charge a supplement for an (advertised) Business class seat that when flying is not available?
People are not complaining about the equipment change but about the fact that LX does this quite often on this route knowing that people are expecting, and have paid for, something different than they are getting.
An apology and compensation seems to me the decent thing to do. And not have an attitude that people should shut up or leave and be glad that LX is providing them a service.
A simple friendly apology as "we are sorry that due to a technical malfunction we aren't able to provide the business class service we normally offer, please write to out customer service department to receive the compensation you are due" would go a long way. Probably some people wouldn't even bother asking for any compensation. In other words, just remember who the customer really is.....
Stepping on the flight and demanding an apology might not be the nicest way to behave... but still the reaction should be professional. That's what you are paid for.
People are not complaining about the equipment change but about the fact that LX does this quite often on this route knowing that people are expecting, and have paid for, something different than they are getting.
An apology and compensation seems to me the decent thing to do. And not have an attitude that people should shut up or leave and be glad that LX is providing them a service.
A simple friendly apology as "we are sorry that due to a technical malfunction we aren't able to provide the business class service we normally offer, please write to out customer service department to receive the compensation you are due" would go a long way. Probably some people wouldn't even bother asking for any compensation. In other words, just remember who the customer really is.....
Stepping on the flight and demanding an apology might not be the nicest way to behave... but still the reaction should be professional. That's what you are paid for.
Oct 11, 2012, 4:50 am
#159
Join Date: Mar 2012
Programs: BA,LH,LY,OK
Posts: 362
This is becoming more of a tradition in Swiss:
On the 22/7 I was booked to fly from ZHR to TLV with my wife. I booked long in
advanced and checked a week before the plane type (340-300) to get an upgrade to business, using most of my miles for me and my wife. This was important since the plane should arrive at 3:30 and I had a long day of meetings starting at 9:00. The plane was a 320 from Edelweiss and no apologies were given or announced.
On 31/8, again the same story, while boarding the plane, I realize that it is not a 340-300 (as written in my ticket) but a 321. I asked the purser at the entrance if they are going to apologize for the change of plane; his answer was NO, THERE WILL BE NO APOLOGY BUT I CAN LEAVE THE PLANE IF I SO WISH. I must confess that I have never felt so insulted in my travel life (with more 100,000 miles/year since 1997). When leaving the plane, I told the chief purser that although I did not leave the plane, it will probably be my SWISS flight, his answer, in the presence of the captain was: VERY GOOD.
This should not represent Swiss traditional values but....
On the 22/7 I was booked to fly from ZHR to TLV with my wife. I booked long in
advanced and checked a week before the plane type (340-300) to get an upgrade to business, using most of my miles for me and my wife. This was important since the plane should arrive at 3:30 and I had a long day of meetings starting at 9:00. The plane was a 320 from Edelweiss and no apologies were given or announced.
On 31/8, again the same story, while boarding the plane, I realize that it is not a 340-300 (as written in my ticket) but a 321. I asked the purser at the entrance if they are going to apologize for the change of plane; his answer was NO, THERE WILL BE NO APOLOGY BUT I CAN LEAVE THE PLANE IF I SO WISH. I must confess that I have never felt so insulted in my travel life (with more 100,000 miles/year since 1997). When leaving the plane, I told the chief purser that although I did not leave the plane, it will probably be my SWISS flight, his answer, in the presence of the captain was: VERY GOOD.
This should not represent Swiss traditional values but....
i would definitly wont use my miles on LX TLV-ZRH J until this issue stops..
Oct 18, 2012, 2:32 pm
#160
Join Date: Jan 2007
Programs: LH SENATOR
Posts: 1,038
As long as an A32S aircraft has the range to fly ZRH-TLV there is always a chance to get stuck on one of these aircraft. If you are even more unlucky you will find yourself in one of those A320 with the lovely "NEK" seats that Lufthansa passengers will experienece daily on their flights to Tel Aviv as of end of October.
Feb 17, 2014, 5:07 am
#161
FlyerTalk Evangelist
Original Poster
Join Date: May 2005
Location: TLV/LHR
Programs: BA GGL, IHG Diamond Elite Amb, HH Diamond, Avis PC, Hertz PC, Sixt Platinum
Posts: 12,948
ZRH-TLV: LX replacing one of the daily flights with an A320
At least for the summer schedule, it looks like the A320 is back on the route, operating the night flight (and the morning fight back from TLV) 
Feb 19, 2014, 3:04 pm
#164
Join Date: Mar 2006
Location: STR and the rest of EMEA
Programs: LH HON, Marriott Platinum, ...
Posts: 731
Feb 20, 2014, 12:28 am
#165
FlyerTalk Evangelist
Join Date: Dec 2009
Location: HaMerkaz/Exit 145
Programs: UA, LY, BA, AA
Posts: 13,167
I really just don't get the constant downgrades. LX is constantly full - why go down? (So was LH.) At least when BA downgraded, they increased frequency and put on a decent plane