praa
25th Jun 2009, 13:12
I know there are some readers out there with lots of experience with ticketing and associated T&C. If you have any advice, feel free to offer it.
A colleague booked a flight from Munich to LAX (in November) with Lufthansa through their website at the then cheapest available economy fare. About a week later, the boss decided that he could fly business after all and should upgrade his ticket. The LH hotline however tells him that with his fare, he can only cancel the economy ticket (incurring certain penalties) and then book a business ticket.
Now the logic of customer service tells me that if a customer approaches you and says he'd like to spend an additional EUR 2,300 you might want to help him do it. For if he has to cancel the ticket and is annoyed by your intransigence, he might rebook with another airline and find he's actually saving money, despite the penalty he's leaving at LH.
Has anyone got any arguments that might convince LH to keep an otherwise happy customer?
A colleague booked a flight from Munich to LAX (in November) with Lufthansa through their website at the then cheapest available economy fare. About a week later, the boss decided that he could fly business after all and should upgrade his ticket. The LH hotline however tells him that with his fare, he can only cancel the economy ticket (incurring certain penalties) and then book a business ticket.
Now the logic of customer service tells me that if a customer approaches you and says he'd like to spend an additional EUR 2,300 you might want to help him do it. For if he has to cancel the ticket and is annoyed by your intransigence, he might rebook with another airline and find he's actually saving money, despite the penalty he's leaving at LH.
Has anyone got any arguments that might convince LH to keep an otherwise happy customer?