dsched

Could you post a link in the "official Swiss lurker" thread?
They seem to have replied on that recently.

SwissInternationalAirLines

Dear all,

Just wanted to take the chance to actually say "Thank you" for all this valuable feedback.

We are very pleased that this thread evolved into a little focus group and we would like to underline that this is highly appreciated and very welcome at any time. We have internally reviewed all your comments and actually wanted to take the effort to reply with a constructive response which is absolutely reasonable for such constructive feedback given from you guys.

Please allow some time as I personally wanted to take this up with the lounge project management team in a meeting scheduled in due time.

You will hear from me!
Very best,
Franziska Schülke
Teamleader Social Media Dialog

chris63

3rd visit now since it opened, each time from connecting I had to wait at the Podium for someone to appear from the office behind, clearly the Staff don’t like standing at the Podium...

Service was also extremely slow at the Bar on each occasion & it wasn’t even busy 😐

SwissInternationalAirLines

Dear all

It’s me again, Franziska from the Social Media Team, and since we have last communicated I have had the chance to sit together with the Lounge project team. From this meeting I have some interesting news to share:

In general, I have learned that our colleagues were very open to any feedback from you guys and I would like to say “"Thank you”" on their behalf for all these valuable comments on the new lounge product.

The points you made were already more or less known. However, I have learned that SWISS was limited in terms of the general construction of the Lounge since Airport Zurich – as owner of the whole airport landscape – have reconstruction projects of their own for the whole airport space for the upcoming years. So basically, since everything will be reconstructed all demands had to be taken into consideration in terms of planning and building our lounge.

Considering your feedback, I am pleased to go over some points in particular:

Lounge is small: As mentioned above, we received some limitations from Zurich airport as they are concentrating on the whole reconstruction plans of the airport space in the near future.

Space wasted at welcome podiums: Unfortunately this space was not possible to rent and thanks to major concessions by ZRH airport we were allowed to design e.g. the welcome podiums in actual SWISS design which makes it look like SWISS space but it is actually not the case. Also in this area it was mandatory to keep the emergency exit clear with at least approx. 2m space with no inflammable surrounding.

Space wasted at security check points:Also here we had to cover the regulations of the Kantonspolizei in terms of minimum space for executing their work.

Bar is too big and no natural light: The bar had to be in the middle of the room as there was no alternative to layout the space differently. Regarding the light, we received some positive feedback of passengers that enjoy the living room atmosphere primarily due to the wooden walls. A real pity now is that we have to keep the curtains more or less closed as we would like to seclude our guests from the construction work.

Open access from where the limousine desk is. Since there is a door to the lounge, why use it only for exits? This area will be redesigned at the moment and is therefore only functioning as exit. We are currently evaluating the possibility whether it is possible to use it also as entrance as of next year.

Entry from Airside Center:We totally agree on the fact that the corridor for arriving passengers is not very “first classy” and we are already working on it to make it a little nicer.

Working booths and meeting room: Thanks to their multifunctionality the working booths are very popular and due to the entrance on the restroom alley it perfectly divides the dining space from the sanitation area. We actually do not have figures how often the meeting room is used, however not being able to offer meeting space was no option for us.

Espresso machine and music: The noise level due to the espresso machine was taken up with the catering and the music will be turned off for a trial period.

@gru_muc: baggage shelfs are due to be implemented.

@mbr: Eggs Benedict will be served shortly

I hope all of this is of any help and gives you an insight of our thoughts designing the Lounge.

All the good things,
Franziska Schülke

SwissInternationalAirLines

Guys, sorry about this format. I copied the text from another word doc since it was going internally back and forth. So please disregard the unprofessional design

Very best,
Franziska

mbr

Dear Franziska
Thanks for the feedback and the approach to consider the feedbacks here and even my small wish. Improving over time is probably the best indication of real quality.

vantage03

Hi Franziska,

SwissInternationalAirLines

Dear all,

Again, sorry that it took us such a long time to reply, but I wanted my response as detailed as you guys prepared this constructive feedback. And you know the business time is always a rare resource @:-)

Very best,
The SWISS Lurker

San Gottardo

Thank you very much Franziska for responding.

I think you have a group of people here who really are ready and willing to be constructive. We are looking forward for you to make good use of that.

PS: and if I may ask (again, I know): could you please switch off the music? Very annoying. I was in the lounge on Monday and Tuesday, and it really was just adding to the overall ambient noise.

alinghi90

There was no more music today

ChampagneSocialist

Gate-crashing here as a non-LX flyer as this thread is featured in this week's FT newsletter.
I have to say I'm rather impressed by LX's official participation in the thread and also rather surprised that any lounge (let alone F) has music. Hopefully for you LX F flyers it's gone for good!
FWIW the SAS J lounge in ARN is unbelievably silent, despite being at full capacity when I last visited. To me it really makes a lounge a much more pleasant and productivity inducing environment.

Nick Art

I must say I am very impressed on how Swiss îs directly involving itself in this thread. Thank you for that.

Regarding the welcome pods, as I see these are also planned for the new Business and Senator Lounge entrance (as seen on a picture here: https://www.swiss.com/ch/DE/fliegen/...a#t-page=pane2), instead of the welcome desk we used to have. (and aslo still have for the Business and Senator Lounge in Dock E).
To me personally they seem much more uncomfortable for the staff, as they used to be able to sit behind a comfortable reception desk with direct access to computers printers and everything else they needed, hence I was wondering what was the concept idea behind the welcome pods? Is it mainly just looks or is there some kind of groundbreaking improvment to the usual welcome desk I don't see?

I'm looking forward to test out the new Business and Senator Lounges in July.

SwissInternationalAirLines

Dear all,

thanks again for all your comments. It's me again Franziska.

I have agreed with the project team of the Lounge that we will test a "no music-period" and see how much feedback we get on the fact that there is no music So far so good!

Regarding the welcome podiums, I have learned from the interview with project responsibles that the lounge concept incl. the welcome podiums was closely collaborated with the staff working in the Lounge. I guess, they are quite happy with the set up.

Enjoy the summer days of Switzerland and hope to hear back from you guys soon.

All the good things,
Franziska

chris63

San Gottardo

Thank you Franziska for keeping us informed.

Feedback from me (but you know my opinion) from a visit yesterday morning at around 8am: no music, and a much better experience thanks to that. ^

Oh, I am sure they love it. But if it's at the expense of lounge space and creating unhappy passengers who cannot find a seat, then wouldn't it be more important if your customers love it?.