“The Way the Earth Connects” according to Star Alliance
It was March 3, 2023 when the United Airlines Mileage Plus 3 million flyer and lifetime 1K passenger approached the Gold lane counter at Frankfurt International Airport. It was the Lufthansa/ Star Alliance Transit Counter in the international section of the airport, known as “Z” terminal.
The passenger was Juergen Steinmetz, publisher of eTurboNews.
Here is my story:
I just arrived at FRAPORT after a long connecting flight from Honolulu via San Francisco. I was facing a 5 hour wait in Frankfurt to connect on Lufthansa
to Berlin, the last section of my journey.
I was looking forward attending the ITB trade show in the German capital, and my stay at the Grand Hyatt Berlin.
I arrived after experiencing United Airlines Polaris
service, one of the best business class cabins on transatlantic flights.
When I noticed the long layover in Frankfurt just minuted before I boarded in Honolulu two days earlier, I asked the United agent to change it. She said it was a little late, and I should simply approach the Lufthansa transit counter before clearing immigration in Frankfurt. She added: “It should not be a problem.”
26 hours later in Frankfurt and a little tired, but in a good mood I approached the Lufthansa agent working at the Gold, First / Business Class lane at the transit counter in the international Z-terminal at FRAPORT.
I smiled and joked in German. “I am an old tired man arriving after two nights on a plane. Can you please help me to get on an earlier connecting flight to Berlin? “
Hoping for a smile back the agent lectured me (not smiling): “As you can see this is a Lufthansa transit counter, and not a United Airlines ticket office. We only assist our own passengers.”
I was stunned, and she added: “Since you are showing me a United Airlines boarding pass, you have to contact your airline for any changes. We cannot help you, we don’t even make money on your ticket.”
I was traveling on a paid revenue ticket by the way – not a mileage award.
I pleaded: “I am a 1K United Airlines customer what makes me Gold with Star Alliance and Lufthansa – similar to Lufthansa Honorary Circle. Would you at least take a look at my reservation? After all I am asking to change a Lufthansa segment and not a United flight.”
The agent seemed to be annoyed and said: “I don’t have to, because I see your United Airlines boarding pass. If you were a member of Miles and More and if you had a Lufthansa ticket we get revenue for, may be there was something I could do, but in this case I can’t.”
I could not believe this type of response and asked nicely: “May I have your name?”
The Lufthansa agent responded with a clear “No.”
She immediately covered her name tag.
I continued to ask: “May I talk to your supervisor.”
Lufthansa Agent: “I have no supervisor – I cannot help you any further.”
I walked away and approached an agent who was directing passengers wanting to approach the Z14 Lufthansa transit counter.
“Excuse me, who is the station manager or supervisor?” The agent responded in silence and in just pointing at the Lufthansa agent who was working the economy section of the same transit counter. He sat two empty chairs to the left of the frustrated agent I just dealt with.
Since there was also no one in line, I decided to give it another try. I approached the supervisor. He was reading the newspaper and felt troubled to be bothered by anyone.
At the same time the lady from the Gold line next to him whispered something into his hear. They both laughed at each other. After that and amused the agent told me without listening to my question. “As my colleague already told you, no one at this counter will help you or talk to you any further. Have a good day.”
I again asked for the agents name. This was again met with silence.
Wow! Perhaps I was still used to the Aloha spirit at home, but the journalist in me wanted to document what I just experienced. I took some photos after I walked away from the counter and sat down to make some notes.
Within a minute two Frankfurt Airport security officers followed by two German Federal Police officers with machine guns came running towards me.
They asked me to delete the photos I took from my phone.
I showed them my press credentials and explained I needed the photos for an article. The officer said any photos that would show a face cannot be taken, unless I have permission. He added I should know this as a journalist.
When asked again for the Lufthansa agents name, the business like and friendly police officer said he could not assist. Steinmetz handed his Phone to the officer who deleted some of the photos he found offending.
In the meantime the “real” Lufthansa supervisor joined the conversation. She was a pleasant lady trying to reason. She said the gentleman I talked to at the counter was not a supervisor, but she was. She offered to look at my ticket.
After all this I did not want to have anyone do me a favor.
I was disappointed about this treatment and wanted to tell the world about it. After all Germany is also my country of birth, and this is not good.
I decided to end this situation, cleared immigration and proceeded to the Lufthansa Senator lounge. I sat there for the next 4 hours watching other flights to Berlin depart.
Stranded in Malta
Just 4 months earlier I was stranded in Malta due to a Lufthansa strike. I had a full fare Lufthansa business class ticket for a flight Malta – Frankfurt- San Francisco. The only part on United Airlines was from San Francisco to Honolulu.
Stranded at Malta airport at 4.30 am on November 6 I was not allowed to contact the Lufthansa Senator line. I was told, this line was only for premium Lufthansa Miles and More members having a premium status, and not available to United Airlines passengers, regardless if they fly on Lufthansa or not. I was also told Business and First Class passengers on Lufthansa, unless they have a Status with Miles and More have no access to a separate priority phone number. At that time I was also told Star Alliance has no influence over access at airports, but I could visit the lounge.
This was after being on hold for several hours and ending up in a Philippine call center only to be told to go to the Lufthansa website.
When pulling up my itinerary on the Lufthansa website, it said: “Your reservation is cancelled, click here for alternatives. When clicking for alternatives it says, we don’t have alternatives and please contact the call center.”
I went back to my hotel and enjoyed two more days of Malta hospitality on my dime of course.
Even though United Airlines had little to do with my ticket, I decided to call the United Airlines 1K desk. They thanked me for my loyalty to United and resolved the issue within minutes. They re-booked me on a Swiss flight to Zurich and connecting to another Swiss flight to San Francisco.
After the Frankfurt incident, I also called the United Airlines 1K desk. United agents confirmed they don’t like to communicate with Lufthansa agents very much. Confidentially I was told about some horror stories confirming how rude and non cooperative Lufthansa agents had been even to United Airlines management for years.
I reached out to Lufthansa customer service, and to Lufthansa media relations. There was no response.
I also reached out to Star Alliance customer service and media relations, only to receive a generic email asking me to contact United Airlines Mileage Plus.
Judging from what I experienced, Lufthansa has by far more serious issues than constant ongoing work strikes, cancellations and delays. They employ frustrated associates who no longer care.
This can be a dangerous situation even for a company by the size of the Lufthansa group.
After all as Germany’s national airline with such a glamorous history has a higher responsibility. Lufthansa paints an image for the German people, the country and specifically for German hospitality that is counterproductive – and this becomes personal.
Spirit MUC and Spirit FRA:
According to a confidential source within Lufthansa Munich, a new initiative known as Spirit MUC and Spirit FRA is changing the attitude and it shows. It even started a small competition within LH airline associates in who has the better attitude. It can be hoped this can be kept up!
What happened to Star Alliance?
Star Alliance apparently is only based on perception, lounge access and interline baggage agreements. There is no action when it comes to situations like this.
Star Alliance slogan is: “The Way the Earth Connects”
Star Alliance is the world’s largest global airline alliance. Founded on 14 May, 1997, its headquarters are located in Frankfurt am Main, Germany, and Jeffrey Goh is its CEO.
As of April 2018, Star Alliance is the largest of the three global alliances by passenger count with 762.27 million, ahead of both SkyTeam (630 million) and Oneworld (528 million).
My whole life I had this high opinion of German organization and efficiency blown up with trip on Lufthansa through Frankfurt . I was shocked and still am . The reason I stumbled across your article is that my wife and I are planning another trip to Europe this fall . Since so many flights connect through Frankfurt I was hoping things improved but by the looks of reviews and articles it is still awful . Even at a higher cost it still worth avoiding these two like the plague .
Sorry that was your experience. It’s not just Lufthansa, trust me – they all suck!
I agree Lufthansa agents weren’t helpful or courteous, it’s hurting business, and raising awareness is good but going from…
“The agent seemed to be annoyed and said: “I don’t have to, because I see your United Airlines boarding pass. If you were a member of Miles and More and if you had a Lufthansa ticket we get revenue for, may be there was something I could do, but in this case I can’t.”
to…
“I could not believe this type of response and asked nicely: “May I have your name?””
Escalated it to personal vs policy too quickly. Why not ask for a supervisor rather than her name. Or head off to the lounge for help.
The world of ticket stock not matching the carrier your own is an unfortunate source of needless frustration.
I flew with Lufthansa for over 20 years; no more. After a terrible experience, based on a mistake by Lufthansa, and having to fight for a refund, I will take my business elsewhere.
Thanks for sharing the experience. I agree that this is a sign of Lufthansa losing its way, but also a sign of the decline of the service industry in Germany in general. It also does not help that Germany has not been known for good customer service to start with.
Anyway, this brings back memories I had a similar situation in Frankfurt maybe 7 years back, at that exact counter in the z-terminal. The agent told me that technically she was not allowed to rebook me, but she made an exception and got me on the way. It would have been nice if your agent had done the same, or at least not been so rude. Speaking of rude, a couple of recent incidents where Lufthansa gate personell was obsessed with enforcing the carry-on weight limits (I am sure your have seen then running around with a scale in the gate area) turned me completely off and I swore never to fly them again. Yes, I know there are rules about weight and size limits, but practically speaking it is almost impossible to overload the overhead bins, so what is all the fuss about and why does not other airline do this?Regarding some of the comments on United, I have experienced their customer service as generally very good, especially if you have a good frequent flyer status. But as with any airline, if you fly enough, you can have a bad experience, and United is no exception. I also agree that their new Polaris class is better than any other transatlantic business class I have experienced, definitely much better than Lufthansa, which I think is the only other choice to go directly to Frankfurt from the US.
I have had my share of horror stories with Lufthansa and have stopped flying them. I will fly any other star alliance airline but Lufthansa….thabks for sharing your story, it only supports my decision :).
Maybe they’re still angry about losing the war.
About 8 years ago, my wife and I missed an announcement for a gate change and missed our flight from FRA to LAX. Nobody would help us. I was 1K with United at the time. As we had to return that day, I had to buy two new tickets for $7000!! I was sure I’d be refunded after we got home and got it sorted with Lufthansa. But no. I never saw a penny and was treated very rudely by every Lufthansa agent I tried to get to help us. I will never fly them again unless absolutely necessary due to routing. Terrible service!
In my experience Lufthansa which used to be a premier airline has declined significantly. It is now only half a strep above any budget (cattle car) airline.
Sad to see, but I now avoid Lufthansa whenever possible.
United Polaris one of the best transatlantic business classes? Are you joking? What other airlines have you been using? Egypt Air? Trans-Siberia? Latam? JetBlue?
It’s clear that you are not a frequent traveller, and have no knowledge of the subject.And yes I tried to do the same thing you did in Brussels, and the very nice girl from Lufthansa tried everything she could, including making phone calls to supervisors to try to change my ticket, she just couldn’t do it. It had to be done by United. And I was flying first class….
Frankfurt and Lufthansa service have become a literal joke, I spent 15k on 3 first class tickets and approached the same counter for help just to be ignored and told due to them being understaffed i should expect nothing, this airline used to be top notch from service to everything that follows, now they can’t even bring out a stroller for a 6 month old at the time.
I just had the same experience with United partners, Austrian air. Didn’t really care. Equally frustrating their systems. Don’t talk to one another. So your premier status does not help you on any of the other airlines. We were flying from Denver to the Maldives islands. United Booking.We went United and Austrian air for two legs of the trip. On the return, we went Singapore airlines , ANA airlines, and United from Tokyo to Denver. I had to load my flights on four different apps, none of which talk to another, and none of which could see each other‘s information to confirm seating arrangements upgrades, etc. I think on that trip by far a stand out, airline or Singapore airline love United, and was fortunate enough to fly Polaris class from Tokyo to Denver on the last leg. I thought maybe that is a piece that star alliance should pick up but if there is no real thing, it’s just a bunch of airlines getting together.
Jack I fully agree.On another flight in C class Lufthansa also did not allow advance seat assignment for UA passengers – makes no sense.
Sorry but this was not the entire issue.
1) Lufthansa can take over their portion of the flight and allow to travel on an earlier flight. They had actually done this on another PNR with friendlier staff working. (2 years ago)
2) The agent did not even listen to my request and immediately said LH did not make money on my ticket and she is not going to listen what I wanted. She did not even pull up my PNR in her computer or looked at the ticket and boarding pass.
3) Such rules should be changed. Airlines and staff must be empowered to provide effective customer sevice.
4) Staff must be trained to be accommodating, friendly and not only look for reasons to say no. This is not a German thing, this is a minimum standard of global hospitality.
You lost your credibility when you said that United Polaris is one of the best business cabin on transatlantic flights. Any premium cabin frequent flyers will laugh in your face. I should’ve gone back to my Google news page and clicked “hide all stories from…” but here I am, complaining about the 10 minutes I will never get back. As someone who brags about being a 3 million miler 1k, your itinerary is likely ticketed by United and of all people, you should know that any voluntary changes to your ticket will need to be made by the ticketing airline, which is United. Being a German, you should also know that Germans are by the book. Culturally, they are not Americans and will not do favors for you just because you decided to crack a joke. Lastly, there IS actually a dedicated Lufthansa First Class line who will gladly assist you during irregular operations, and they have assisted me in the past many times. But then again, I was actually traveling in three cabin First Class on LH, not business.
Mr. Steinmetz, What you experienced is even more sad than it is true, which of course it is. Many years ago, I was told that as the originators of the Star Alliance, Lufthansa and United Airlines were equal partners that offered reciprocation and equality of customer service between passengers and frequent flier programs, especially. Soon thereafter, I too, had an experience with Lufthansa that was entirely to the contrary. Attitude is everything, and it all rolls down from the top!
Brent R.
Premier 1K
Voluntary flight changes (ie, those not caused by a delayed flight or other such event) are the responsibility of the ticketing airline. ie, United. Some US airlines allow things like same-day-change, however this is extremely uncommon outside of the US (and does not exist on LH)
Your request was simply not something that was going to happen on 98+% of airlines around the world. As a 3 million miler I would have expected you to know that, but maybe not.
Don’t blame the airline staff when you are asking them for something that is outside of their rules and generally not possible for them to do.
This is an enlightening article and tracks well with my own personal experiences with Lufthansa. However, well this was clearly a failure of basic customer service at FRA, it is also indicative of bigger problems within Star Alliance. As an SA Gold member with Air Canada Super Elite status- well United Airlines service is always personable, save for lounge access- I cannot even get complementary seat selection on UA flights…
Star Alliance needs to do better at providing consistent customer service across partners.
I concur with the Lufthansa, German, attitude. They are rude and cold as a 250 K. Not surprise by this experience, when we experienced it in so many circles of the German society! They simple don’t have any sense of care! I tried to avoid the German airline!
Singapore airlines also treated me like a dirt just because I am a United customer. My luggage booked by Singapore airlines is yet to reach me even after 2 weeks.
It is important for United to know what’s going on with their partner airlines. I hope there is something they can do but, like another reader said, it could be attributed to German culture. I usually don’t mention my status when I first approach an agent. Some times I’ve gotten eye rolls, and “how dare you disturb me” looks which completely change as soon as they see the “Global Services” on the screen or on my boarding pass. I’ve gotten used to the instant 180. I spend more on Polaris for comfort and service. If the service part is missing I’m not getting my money’s worth.
I have traveled extensively for the last 40 years. Your quotes from luftansa agents is exactly what happened last year while traveling from US to Portugal for 3 weeks. Lufthansa at FRAPORT lost our luggage for 7 days and had us booked on a flight to Lisbon that didn’t exist. We had to go to United to rebook but that was after waiting in multiple lines at customer service. They brought the police into the terminal and herded everyone in customer service that was looking for assistance outside of the secured terminal. It took 24 hours to resolve. It has been 2.5 months and we have yet to have United or Lufthansa to honor hotel vouchers or reimbursement for lost luggage. Thank you for shedding light on this issue
Sounds like first-world problems. Fly less and you will not have to experience problems and that will help the environment too.
I will avoid Lufthansa whenever possible. Prior to Covid, my wife and I were flying Delta from Florida to Nice. The original itinerary was a little awkward- with changes at JFK and Amsterdam. Mother Nature delayed our flight out of Tampa- which meant we would miss both our connections. We were booked in Delta One- and an agent at the Delta Lounge assisted us in rebooking Tampa-Frankfurt-Nice in Business Class. We had to exit security, get our bags, check them with Lufthansa and get our boarding passes. The counter agent was great- and we went back through security with no issues- and we were scheduled to arrive Nice just 2 hours after our original itinerary.As we were waiting to board- our names were called over the PA- and we approached the counter. The agent at the counter told us that Delta had no authority to book us into Business Class and that she was kind enough to provide us with a window and an aisle in coach. I told her that we were holding boarding Lufthansa boarding passes issued by her airline and we were not going to be in coach. She didn’t care- and said we were not going to be in business. A tense 15 minutes or so passed when a supervisor finally showed up, listened to the problem- and took a momentary look at her computer- then looked at the other agent and said “There are seats in business. Put them in business”. The sheer horror of the look on the first agent’s face was priceless- and she probably remembers the smirk on my face when I took the boarding passes from her supervisor’s hand. Too many people working for this airline looking down on other carriers is pretty evident.
I also had a living nightmare with Lufthansa people. I actually cried. I have a hard time talking about it. I booked with United/ Lufthansa to Iceland. I ended up just buying another flight, out of pocket to get back to Colorado. I seriously doubt I’ll be refunded for the unused ticket. Don’t even want to call.
Um, you don’t really know German culture, do you?
There are two ways that things are done in Germany: the German way and the wrong way. Also, German culture ingrained in FRA priorities privacy, security, and efficiency.
Yes, I have flown both UA and LH. Yes, I’m 1k elite flyer on UA. Right now I have a substantial MileagePlus; not so much Miles & More.
*A benefits do not nicely fit into Germany’s over-engineered culture. Madmen make my 1K appear nice in German land; reality is that 1k is a poor step-cousin to Miles & More in Germany.
Sorry for you that *A bossmen cannot Americanize its German ground staff.
I had a similar experience with LH group recently (last week of March). Due to the strike in MUC my flight home was cancelled. As I am a United 1K and I had purchased my ticket via the United website, I figured the 1K help line would be able to assist. To my surprise, United told me they couldn’t do anything until LH released control of my ticket back to UA! Frantically, I call LH (in Germany), and their subsidiary which I was flying locally (Austrian Airways) … No one would help — each pointing the finger back at one another.
As a precaution, I had to book alternate flights via BA to get the family home. It was only after standing at the counter on the day of my would be return flight that I was able to get someone from LH to respond and take action.
Now, I am more leery of the inter carrier agreements as those operators are not the most cooperative.
I am always surprised by the rudness of the Lufthansa Bodenpersonal when arriving in FRA. Very disappointing especially being a German living in the US. My wife and children were just getting yelled at by a Lufthansa counter assistant before check-in at MUC. At least this made leaving my homecountry less painful. It’s a shame having to deal with frustrated service personal.
As someone who has lived in Germany for over 30 years and has booked many good flights with Lufthansa, I can confirm that there is a significant decline in customer service with the airline in the past couple of years. Last summer they lost our luggage on a simple flight from Bilbao to Munich; calling what ensued “customer service” is a terrible misuse of the term!
I am an American living in Germany. 2019 I was in the US, returning to Germany from a business trip in San Diego. My United flight from SD to San Francisco was delayed so that it was clear that I would miss my connection at SFO. I had a *first class ticket* (not a typo) but I am “only” Senator level in Miles and more.
There were no other United options but I noticed that there was an inexpensive Southwest flight ($118) that would have gotten me to SFO in time. I inquired and I was offered a $100 voucher for “future” United flights. I made this mistake with United before so I pointed out the fine print – “valid only for United flights within the US for 1 year” and that, I was flying home to Germany. I was told this was the only option.
How did I know to read the fine print? United had played this game with me before.
Next, a phone call to the travel agent, then she spoke with the United manager. Same outcome (after some apparently heated telephone conversation).
So I ended up taking the delayed flight and spending the night in a hotel in San Francisco, missing a friend’s birthday celebration (probably costing United more than $118).
I know many people (including myself) who have an advanced M+M status and, for similar reasons, refuse to fly United.
I certainly complained to LH about United’s behavior – remember, I had a first class ticket (including the United portion). Perhaps LH simply treats United customers like United treats their own first class customers (on delayed flights).
By the way, it really is illegal in Germany to take photos of (non-famous) people the way you did.
I had the same experience last year during the Lufthansa strike and again this year. You’re right, Star Alliance is a name only and Lufthansa will do nothing to help a United passenger. I’ve reduced my flying because of poor service.
Very sorry to hear about this experience. And honestly I’m more shocked than surprised. I’ve been flying Star Alliance almost exclusively from the last 8 year and a majority of the flights were on Lufthansa. I’ve generally had a good experience even as recently as October 2022 at Frankfurt airport where the Lufthansa agent at the First Clas / Star Alliance Gold counters was very polite and helpful but wasn’t able to help with our Turkish Airlines connection in Malta. So he redirected us but the agent at the Turkish Airlines counter at Frankfurt was downright rude, his behaviour was appalling a d he was a shining example of what not to so. It did put me in a bad mood for a while but I carried on. The experience at Istanbul airport and the Turkish Airlines lounge was generally good. Maybe this was just a bad day for you and those agents you had to deal with. But in a case like this I think it should be highlighted and looked into. Because negative customer experiences can really damage the perception and tarnish mental image of a brand.
I will never fly Lufthansa again. I flew twice in business class on a revenue ticket to India and the cabins and service were inferior to AF and BA. Worst business airline in my opinion.
Not sure what you are reading in my article.
This is not about entitlement, this is about common courtesy and customer service.โจThis is also not about Germans, Americans, or any other nationality.
I would have written the same article if it involved another airline or another country.
As a German, I am also proud of Lufthansa and have many good friends working for this airline.Lufthansa however is in urgent need of improvement, and attitude training.
Such a situation reported in this article is bad for Lufthansa, Germany, and the Germans. I want tourism and travel to Germany to prosper – and disclosing weaknesses may be a way to help.
I am proud to be a German American, but this is not the issue here.
Enjoy your stay in New Jersey.
Aloha!
You sound like one of those old farts German expats, entitled and arrogant. I hope you don’t have the German citizenship anymore. We don’t need people in our society like you. Living in the US as a young German, I know many Germans (especially old men, women not so much) who behave like you, unbearable. You can use your entitlement in the resort in Hawaii and spend your money there and be kind and nice in your home country, no reason to get such a horrible attitude. The way you wrote this article it shows your entitlement and one can feel the sentiment that you think you know everything better…. Danke!
So sorry to hear. I too had a terrible experience with another airline that was once a Star Alliance. Glad you did report this.
LMAO! I work for Lufthansa and this is something that is misconcieved ALL the time !!! We cannot assist anyone on another Airline Controlled Ticket, you can be whatever status with that Airline, it doesn’t matter with us! It is physically illegal for us to takeover an United Ticket
I live in Switzerland and am United Miles & More Platinum. Swiss Air treats me like a valued customer as a Star Alliance Gold member. (Admittedly, I fly Business and First and generally buy my ticket on Swiss rather than United.) I tried flying Lufthansa through Germany once. Never again – horrible service, a strike during my return flight that required me to change my ticketing AT MY EXPENSE, rudeness at the gate. I can’t imagine why anyone would fly Lufthansa if they have a choice to fly a different airline. Truly dreadful management and dreadful employees.
Dear Albert,
it was a full fare ticket – not a mileage ticket.
The agent did not even look at the record or attempt to help.
I understand rerouting bags can be an issue- but it can be done of course.
In this case it never came to the point, because no changes were done, and the agent refused to look at the PNR.
Juergen – I suspect you will get a LOT of emails confirming the frustrating experience you had is all too common. I will personally take any other route vs suffer a Lufthansa connection. Wish United and Star Alliance could find another partner and dump them; truly a second rate airline and worst among Star Alliance members.
That sounds like a terrible experience. I have gone to the agents inside the lounges a few times and they have been nothing but helpful. I am curious whether you tried that in this case.
I’m wondering if this person’s United ticket was a mileage ticket – which is why Lufthansa wasn’t getting paid – as always the cheapest business class fares or mileage plus points tickets are with those long connections. Second, I’m wondering if the author’s luggage was already checked all the way to Berlin so it would not be so easy.for Lufthansa to change his flight and also to locate and redirect his luggage to a slightly earlier flight . I have flown Lufthansa many times and find most of its agents accommodating when they can do it.
I fly Lufthansa from us to Munich and they allow my dog in business class. United does not. It is easy to join miles and more and they have a new I’d sign in and the app works well and you can make reservations on it and do check in . It
Sorry Emir, I hear you.
This was a personal experience, but unfortunately one out of many, many.
I hope LH will upgrade training and focus again on customer service.
It’s a sad development for many years./
A lot of good intentions with this article and hopefully it will assist in the long run.
Dear Mr. Steinmetz,
you are right in so far as painting a picture. You painted a picture from your personal point of view of a bad customer service day in Frankfurt.
As owner of a newsletter, you also have a responsibility to report news, not use the platform for releasing personal frustrations.
We all experience bad customer service instances over a course of a lifetime. no matter how great the provider is in general, whether an airline, hotel chain, restaurant chain, car dealer, etc etc.
Using your newsletter to vent your frustration is your choice and your right. But for me it provides a reason to un-subscribe after following your newsletters for so many years. I work in the travel service industry and as a frequent traveler know that things can go wrong sometimes, having experienced plenty of dismal customer service situations myself over the years, including delays, cancelations, flight deviations, lost luggage, bumped from flights etc etc.
However, your platform should have been kept for professional business reporting and not using it as on outlet for personal frustration and painting a really grim picture based on a minor incident. Your headline is a bad misquote, typicall for trying to get attention; the Lufthansa company did not make that statement. You have made your own interpretation of two apparently really grumpy or frustrated LH counter employees who certainly would be well advised to go work in not a customer facing business.
At the end of the day, you witnessed some bad attitude and poor service which is not hardship. Seems this newsletter has degraded to a personal social media account.
Kind regards and I hope you get over it.Emir
That is a terrible experience and a shame for Germany. But it is in line with my personal experiences with LH. I avoid LH whenever possible. And I am German too, although living in other countries.
Well, Lufthansa lost me because of United’s unilateral watering down of Star Alliance Gold benefits in the US. They may be the first airline alliance in the business, but there is most certainly angst in the system. I’ve moved my business to One World and in the US America Airlines is far more pleasant to work with. American carriers have far too long cried wolf about the global competition. Purchase decisions are not price led alone. Quality and customer service are equally important for the business traveller. United has sorely missed that point. Unfortunately Lufthansa has gone down that route post the pandemic. The value of being a Gold Miles & More member has diminished significantly. I appreciate the needs of Lufthansa’s employees, but they have under estimated the damage they have done 5o the airlines ones spotless performance reputation. It takes years to build a reputation, minutes to lose it. Star Alliance is no longer my priority group, after over 20 years of being a Good Member. Interesting times.