FRA staff/support thinning out
Sep 13, 2019, 10:26 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Oct 1999
Posts: 11,468
FRA staff/support thinning out
Since spring I have not seen the UA-desk at the FRA LH business class lounge staffed. A recent inquiry with an UA agent at FRA confirmed that it is gone.
I always appreciated this as a place of great help, especially in case of IRROPS and just a place to find an UA person past-security/gate-side.
Additionally, the ticketing desk next to the check-in counter is eliminated as well. Meanwhile check-in staff is now United and no more contracted to LH.
However, these folks are mostly new and lack proper training, resulting in unusual long procedures outside of straight check-in.
Check-in lines for coach have been very long.
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
I always appreciated this as a place of great help, especially in case of IRROPS and just a place to find an UA person past-security/gate-side.
Additionally, the ticketing desk next to the check-in counter is eliminated as well. Meanwhile check-in staff is now United and no more contracted to LH.
However, these folks are mostly new and lack proper training, resulting in unusual long procedures outside of straight check-in.
Check-in lines for coach have been very long.
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
Sep 13, 2019, 10:33 pm
#2
Join Date: Jan 2001
Location: Somewhere I've Driven To
Programs: HiltonHonors, IHG Hotels, DL Skymiles
Posts: 2,070
Since spring I have not seen the UA-desk at the FRA LH business class lounge staffed. A recent inquiry with an UA agent at FRA confirmed that it is gone.
I always appreciated this as a place of great help, especially in case of IRROPS and just a place to find an UA person past-security/gate-side.
Additionally, the ticketing desk next to the check-in counter is eliminated as well. Meanwhile check-in staff is now United and no more contracted to LH.
However, these folks are mostly new and lack proper training, resulting in unusual long procedures outside of straight check-in.
Check-in lines for coach have been very long.
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
I always appreciated this as a place of great help, especially in case of IRROPS and just a place to find an UA person past-security/gate-side.
Additionally, the ticketing desk next to the check-in counter is eliminated as well. Meanwhile check-in staff is now United and no more contracted to LH.
However, these folks are mostly new and lack proper training, resulting in unusual long procedures outside of straight check-in.
Check-in lines for coach have been very long.
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
Do they (check-in staff) even actually work for United or have they (United) dumbed it down yet again to some other vendor in Frankfurt ?
Sep 13, 2019, 11:00 pm
#3
FlyerTalk Evangelist
Original Poster
Join Date: Oct 1999
Posts: 11,468
Sep 14, 2019, 1:03 am
#4
Join Date: Nov 2017
Posts: 3,359
I, for one welcome this change. Having dealt with LH at FRA several times on flights to the US they frankly don't know how immigration works. Case in point, I try to check in for my flight to DTW at FRA and the kiosk wouldn't let me check in for some reason. I head to the check in desk and ask to be checked in providing them my Canadian passport and booking reference number. They look up the reservation and ask if I have an ESTA. I tell them, no I don't have ESTA since Canadians aren't part of the Visa Waiver Program with the US but instead they're part of the show your passport and get in program. They don't believe me and refuse to check me in. I ask to speak with their station manager who gently explains to them that yes I'm correct in what I'm saying.
I've had a similar issue flying J into Canada except this time with the landing card. Again, I explain to the purser I don't need to fill one in, I have Nexus. They insist everyone needs to fill one in. I confidently say, "No I don't need to". I'm then told fill in the card, I put it in the seat-back pocket and fall asleep. Arrive in YYZ and surprise surprise, there are 2 working NEXUS Kiosks I can use to enter Canada via retinal scan.
Safe Travels,
James
I've had a similar issue flying J into Canada except this time with the landing card. Again, I explain to the purser I don't need to fill one in, I have Nexus. They insist everyone needs to fill one in. I confidently say, "No I don't need to". I'm then told fill in the card, I put it in the seat-back pocket and fall asleep. Arrive in YYZ and surprise surprise, there are 2 working NEXUS Kiosks I can use to enter Canada via retinal scan.
Safe Travels,
James
Sep 14, 2019, 6:00 am
#5
Join Date: May 2010
Location: AVP & PEK
Programs: UA 1K 1.8MM
Posts: 6,335
The elimination of FRA LH lounge UA rep is an unfortunate cut, but:
Having United instead of contracted LH seems like the opposite of a cut.
Maybe they just need a bit of time to get up to speed?
Meanwhile check-in staff is now United and no more contracted to LH.
However, these folks are mostly new and lack proper training, ...
<snip>
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
However, these folks are mostly new and lack proper training, ...
<snip>
Given the large and ever-increasing operation UA is running at FRA these cuts IMHO are not customer-oriented and contra-productive.
Maybe they just need a bit of time to get up to speed?