Lufthansa Service Centre @ Frankfurt
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Lufthansa Service Centre @ Frankfurt
I'm wondering if others have had below par experiences at the hands of the Lufthansa Service Centre at Frankfurt Airport?
I had a connecting flight (all Lufthansa) there on Monday, for which the arrival/departure gap was 55 minutes. The inbound flight was on time, however:
1. the buses took 15 minutes to get to the aircraft; and
2. Frankfurt makes you go through security again, which wasted another 10 minutes - even when using the 'First & Business' queue.
After this lot I missed the connection, despite running all the way. So I went to one of the Lufthansa Service Centres in Terminal A to get transferred to the next connecting flight. It took the lady at the desk several phone calls, a few consultations with colleagues and 20 minutes before she would accept that I had done all I could to make the connection and that it was the unavoidable delays on the ground that created the problem. Initially she was evidently contemplating charging me for a new connecting flight.
That was my first gripe. The second was that when I enquired if I would get a meal voucher as I was now delayed by 2.5hrs, she replied that the flight was on time, so I wasn't entitled to anything! When I pointed out that it was Lufthansa's appointed ground handling agents who caused the delay and as such it was Lufthansa's responsibility (I assume) she then consulted colleagues again and made a further phone call. After this she (clearly) begrudgingly gave me a voucher.
We parted amicably and I was polite throughout, but I was fuming with the attitude of the lady at the desk, which was clearly based on the premise that I was the guilty party and that I was entitled to nothing.
I'd be curious to know if others have had a 'budget airline' customer service experience from a (supposedly) 'world class airline'? If so, have you received an apology/gesture of goodwill upon raising this with the airline?
I had a connecting flight (all Lufthansa) there on Monday, for which the arrival/departure gap was 55 minutes. The inbound flight was on time, however:
1. the buses took 15 minutes to get to the aircraft; and
2. Frankfurt makes you go through security again, which wasted another 10 minutes - even when using the 'First & Business' queue.
After this lot I missed the connection, despite running all the way. So I went to one of the Lufthansa Service Centres in Terminal A to get transferred to the next connecting flight. It took the lady at the desk several phone calls, a few consultations with colleagues and 20 minutes before she would accept that I had done all I could to make the connection and that it was the unavoidable delays on the ground that created the problem. Initially she was evidently contemplating charging me for a new connecting flight.
That was my first gripe. The second was that when I enquired if I would get a meal voucher as I was now delayed by 2.5hrs, she replied that the flight was on time, so I wasn't entitled to anything! When I pointed out that it was Lufthansa's appointed ground handling agents who caused the delay and as such it was Lufthansa's responsibility (I assume) she then consulted colleagues again and made a further phone call. After this she (clearly) begrudgingly gave me a voucher.
We parted amicably and I was polite throughout, but I was fuming with the attitude of the lady at the desk, which was clearly based on the premise that I was the guilty party and that I was entitled to nothing.
I'd be curious to know if others have had a 'budget airline' customer service experience from a (supposedly) 'world class airline'? If so, have you received an apology/gesture of goodwill upon raising this with the airline?
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I use LH quite often. My own experiences are mixed and range from 5 star down to 1 star. As is so often the case it often depends on who you get on the day. To me she sounded as if she was inexperienced (so possibly new) in that particular job since she needed to consult her superiors numerous times.
N4790P
Likewise I transit though Frankfurt too often and the LH Service Centre service ranges from dire to excellent. Early mornings are consistently particularly poor.
We transited through FRA with LH last year traviling ABZ/FRA/TLVand must say their service was excellent. The only problem was with security who told mrs scr that she had to walk through the security archway. and then proceeded to complain when it was pointed out that she was in a wheelchair for a reason and could not walk with out support.
