LH lowering standards of service?
Thread Starter
Another couple of poor trips with LH's 'new' service:
Flew back to FRA on a M&M award ticket in Economy. Knowing that the food would be cr@p, I thought that a G&T would suffice instead. "No, sir, from 1st May we cannot do this" was the response form the apologetic cabin crew. I was speechless - another parsimonious cut back by the bean counters! If it'd been RyanAir, at least I could have bought something from them - that's a clear loco advantage over cheap service on so-called 'majors'. The CC also confided that "2 weeks ago it was even worse. Bread and water - just like prison food".....
At least I got a good G&T free in the Senator lounge.
Food on last night's so-called Business Class flight from MUC-BHX was indescribably poor. A single cold prawn in batter, some strange vegetable mush, 2 slices of chorizo, a sardine - plus sundry other pap. Then a stale pastry and tepid coffee. The cabin crew told me that there have been many complaints - and one of the problems is that LH have reduced the CC complement from 4 to 3 on the 737-800.
LH's European Business Class product is now an utter disgrace. It seems that fancy new reclining beds, internet access and other toys for the high rollers are being paid for by cutback in short haul standards. I hope that others will complain as loud and clear as I do. Incidentally, the LH Customer Service no. is 0208 750 3505 but is only available between 1100 and 1500.....
Flew back to FRA on a M&M award ticket in Economy. Knowing that the food would be cr@p, I thought that a G&T would suffice instead. "No, sir, from 1st May we cannot do this" was the response form the apologetic cabin crew. I was speechless - another parsimonious cut back by the bean counters! If it'd been RyanAir, at least I could have bought something from them - that's a clear loco advantage over cheap service on so-called 'majors'. The CC also confided that "2 weeks ago it was even worse. Bread and water - just like prison food".....
At least I got a good G&T free in the Senator lounge.
Food on last night's so-called Business Class flight from MUC-BHX was indescribably poor. A single cold prawn in batter, some strange vegetable mush, 2 slices of chorizo, a sardine - plus sundry other pap. Then a stale pastry and tepid coffee. The cabin crew told me that there have been many complaints - and one of the problems is that LH have reduced the CC complement from 4 to 3 on the 737-800.
LH's European Business Class product is now an utter disgrace. It seems that fancy new reclining beds, internet access and other toys for the high rollers are being paid for by cutback in short haul standards. I hope that others will complain as loud and clear as I do. Incidentally, the LH Customer Service no. is 0208 750 3505 but is only available between 1100 and 1500.....
Just returned from a DUS-PMI-DUS in Y with LH. Lunch outbound and on return was choice of either a ham or chesse sandwich wrapped in cellophane. Nowt else. Did get a full bar service (including sekt) which came around twice. Noticed that their C class on same service carried zero pax! Not surprised when I saw the fare.
Thread Starter
That's interesting! Economy Class on LH used to offer "Kaese oder Schinkenbroetchen" and a full bar service, but this year was first changed to what the cabin crew called 'prison food' - bread roll and water, then the horrid 'European snack box' which consisted of an unappealing cheese and lettuce bun, a little carton of orange squash and a small chocolate bar - plus a bar service limited to tea, coffee, coke, water, juice or beer. No wine and no spirits.....
Perhaps they've admitted defeat and gone back to the old system after the volume of complaints they've received?
I've written to Wolfgang Mayrhuber telling him that travel with LH used to be an enjoyable experience, but it has ceased to be so since they cut back so obviously on their 'Business Class Product' standards. All they have to do is to put things back the way they were this time last year!
Interestingly, I note that BA has actually improved its level of cabin service and in-flight catering on European short haul since 1 Jun 04......
If you do a Google search about people's reaction to LH's poor cabin service, you get some far more vitriolic prose than mine!
Incidentally, if you were to fly DUS-PMI 2 weeks from today, and back the next day, you'd be looking at €1339 in Economy (flexible) or €1435 in Business (flexible). Change that to Economy 'As inexpensive as possible' and the figure falls to €1326 (no cheaper seats left at this time), Business (Restrictive) isn't available on that route.
Perhaps they've admitted defeat and gone back to the old system after the volume of complaints they've received?
I've written to Wolfgang Mayrhuber telling him that travel with LH used to be an enjoyable experience, but it has ceased to be so since they cut back so obviously on their 'Business Class Product' standards. All they have to do is to put things back the way they were this time last year!
Interestingly, I note that BA has actually improved its level of cabin service and in-flight catering on European short haul since 1 Jun 04......
If you do a Google search about people's reaction to LH's poor cabin service, you get some far more vitriolic prose than mine!
Incidentally, if you were to fly DUS-PMI 2 weeks from today, and back the next day, you'd be looking at €1339 in Economy (flexible) or €1435 in Business (flexible). Change that to Economy 'As inexpensive as possible' and the figure falls to €1326 (no cheaper seats left at this time), Business (Restrictive) isn't available on that route.
Last edited by BEagle; 16th Jun 2004 at 07:59.
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LH service in steerage appears to be better on LH Cityline (compared to LH mainline). Eg.:
FRA-LHR vv. (A 321, hansaline):
Prison Food + seriously limited bar service
LCY-FRA vv. (AVRO 70, Cityline):
choice of "Kaese or Schinken" + full bar service (not sure about spirits, but wine is definitely available). Not that this makes the flight more comfortable with the dreaded 3+3 seating on the Avro
FRA-LHR vv. (A 321, hansaline):
Prison Food + seriously limited bar service
LCY-FRA vv. (AVRO 70, Cityline):
choice of "Kaese or Schinken" + full bar service (not sure about spirits, but wine is definitely available). Not that this makes the flight more comfortable with the dreaded 3+3 seating on the Avro
Thread Starter
Which is what many of us have told LH!
I might consider BHX-FRA on CityExpress as it isn't mainline ba and so isn't tainted with the same stink of ba's Dirty Tricks era.
I agree with the comment LH Regional - service is rather better on Eurowings than it is nowadays on mainline LH.
Mayrhuber was quacking on yesterday about how LH offers its customers a diverse range of high quality 'products'............ Not anymore it seems!
I might consider BHX-FRA on CityExpress as it isn't mainline ba and so isn't tainted with the same stink of ba's Dirty Tricks era.
I agree with the comment LH Regional - service is rather better on Eurowings than it is nowadays on mainline LH.
Mayrhuber was quacking on yesterday about how LH offers its customers a diverse range of high quality 'products'............ Not anymore it seems!
I was lucky. Only booked 3 weeks prior to dep and paid €204.00 rtn. Both flights were full in Y. Note: Return flight had an all-economy cabin. Service adequate for the fare I paid but well below par for those who may have paid the kind of prices BEagle quoted above.
C class not worth it. Route operated by B737-300 with a C class 3-3 narrow seat layout. Sure the middle seat probably will remain free but unless you lift the armrest it's still no better than Y. Seatpitch didn't appear any better either (perhaps an extra inch). I would definately not waste my money on C Class on this route.
C class not worth it. Route operated by B737-300 with a C class 3-3 narrow seat layout. Sure the middle seat probably will remain free but unless you lift the armrest it's still no better than Y. Seatpitch didn't appear any better either (perhaps an extra inch). I would definately not waste my money on C Class on this route.
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Avman:
All short/medium range LH planes now have an "all ecomony" layout. Business class seating was removed earlier this year. Now the middle seat in business will remain unoccupied, but yes, the seat will not get larger. It used to be in the old 2+3 layout on the A32X / B737s.
So why fly LH? Schedules, dep. on where you're going. Service on other carriers not much better. Prices can be competitive (although LH's CEO musing about an "online booking charge", apparently to compensate for the wear & tear on LH computers caused by those booking online, isn't a very hopeful sign). Miles&More FF scheme not to bad at all, but will much less attractive to the crowd in steerage after Aug 1st, 2004, alon the lines of BA Exec Club.
Then again, why fly BA? or FR, for that matter?
All short/medium range LH planes now have an "all ecomony" layout. Business class seating was removed earlier this year. Now the middle seat in business will remain unoccupied, but yes, the seat will not get larger. It used to be in the old 2+3 layout on the A32X / B737s.
So why fly LH? Schedules, dep. on where you're going. Service on other carriers not much better. Prices can be competitive (although LH's CEO musing about an "online booking charge", apparently to compensate for the wear & tear on LH computers caused by those booking online, isn't a very hopeful sign). Miles&More FF scheme not to bad at all, but will much less attractive to the crowd in steerage after Aug 1st, 2004, alon the lines of BA Exec Club.
Then again, why fly BA? or FR, for that matter?
The basics..... Business Class when started yonks ago was in fact a full Econonmy Fare flight . So you paid the money , with the flexibibity , and got the flight up front . Then came the small print , it went on from there to as it is now , where the top Economy fare ( flexibility ) differs maybe only a few Pounds/Euros from the Business fare - which is not worth the money but one is divided by a 'curtain' and a cold salad - which was the Economy snack , 5 or so years ago . Punters must now vote with their wallets and show their contempt .
That's copied Tom. What I meant there was that although the PMI flight offers C class, and three such rows were so dedicated on my outbound flight, the return was actually all economy with no C class cabin. (Row 1 was Y class).
You're right, the others may not be much better but this thread is about LUFTHANSA and their lower standards. To be honest, I still find BA a tad better.
You're right, the others may not be much better but this thread is about LUFTHANSA and their lower standards. To be honest, I still find BA a tad better.
Thread Starter
I await a response from Mayrhuber with interest. Meanwhile I have directed that any further Business Class bookings with LH should be placed on hold pending a cost/service re-assessment.
And yet it was all so good a mere 12 months ago...
And yet it was all so good a mere 12 months ago...
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I think sooner or later Business-class will be gone and forgotten
within Europe - no private flyers paying for themselves and
companies won´t pay for their chairman flying around in front
NetJet etc. is a better option for the "real important" people -
also affordable, much more flexible and maybe
better catering as well !!!
within Europe - no private flyers paying for themselves and
companies won´t pay for their chairman flying around in front
NetJet etc. is a better option for the "real important" people -
also affordable, much more flexible and maybe
better catering as well !!!
I think that there is still a market for Business Class but not at current fare levels. The problem stems from the vast difference in fare for very little more in extras. Mrs Avman and I pay our own fares. By choice we will travel C class but only if we consider it a good deal. We have travelled BRU-LCA-BRU in C class (with CY) for €750. In September we are travelling to AMS-YVR-AMS (KLM) for €2000. In comparison, LH wanted €1300 for DUS-PMI-DUS! That's just plain crazy.
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Well, as for FRA-PMI on LH mainline... this might be their testing ground for the proposed (alleged? not quite sure re status 
) DE codeshares.
) DE codeshares.
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Hello AVMAN,
I´m quite sure the fare-levels will continue to fall and as also the
numbers of pax travelling in front continue to decrease - C-class
will sooner or late go - AirLingus already announced the will cap
Business-class - no more pax and or no money to make with!!
As you wrote: who is willing to pax 1300 Euros for that
experience!! - that must be the most unrestricted fare available
at LH - valid from now on to 100 years later!!!
I´m quite sure the fare-levels will continue to fall and as also the
numbers of pax travelling in front continue to decrease - C-class
will sooner or late go - AirLingus already announced the will cap
Business-class - no more pax and or no money to make with!!
As you wrote: who is willing to pax 1300 Euros for that
experience!! - that must be the most unrestricted fare available
at LH - valid from now on to 100 years later!!!
Thread Starter
Well, well. Just had a friendly chat with a German LH senior customer service agent after my letter to Herr Mayrhuber. She told me that there have been thousands of complaints about the reduced level of in-flight service in LH European Business Class - and that it's vital that people continue to complain.
She did say, however, that now Herr Mayrhuber had been made aware of the level of dissatisfaction with these cut backs, that perhaps something will actually be done before previously loyal customers turn to other airlines.
Will LH continue to expect customers to pay for electric beds and wireless internet on intercontinental flights by reductions in core European services?
She did say, however, that now Herr Mayrhuber had been made aware of the level of dissatisfaction with these cut backs, that perhaps something will actually be done before previously loyal customers turn to other airlines.
Will LH continue to expect customers to pay for electric beds and wireless internet on intercontinental flights by reductions in core European services?
Thread Starter
Updated to say that, even though Mayrhuber's office expected that the London Customer Service people might now provide some answers, I've heard nothing for over a month.
Last night's trip back from FRA was as bad as ever; totally inadequate in-flight catering and only 3 cabin crew.
LH appears incapable of understanding that the 'thousands' of complaints they've had from customers since they introduced these cut-backs are just the tip of the iceberg. Intra-European Business Class flights are very expensive indeed and customers deserve much better service than they're currently receiving.
Last night's trip back from FRA was as bad as ever; totally inadequate in-flight catering and only 3 cabin crew.
LH appears incapable of understanding that the 'thousands' of complaints they've had from customers since they introduced these cut-backs are just the tip of the iceberg. Intra-European Business Class flights are very expensive indeed and customers deserve much better service than they're currently receiving.
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And when you consider easyJet's new cabin baggage allowance, there goes another reason for paying C fares.
I've travelled twice with 12.5kgs in a 55x40x20 case (ie IATA standard) and avoiding the wait at the carousel is a significant benefit to me.
Sometimes I've complaimed in this forum that easy are not loco, but this new policy causes me to withdraw the statement, since they are now providing a C class cabin allowance IMHO.
Well done easyJet.
I've travelled twice with 12.5kgs in a 55x40x20 case (ie IATA standard) and avoiding the wait at the carousel is a significant benefit to me.
Sometimes I've complaimed in this forum that easy are not loco, but this new policy causes me to withdraw the statement, since they are now providing a C class cabin allowance IMHO.
Well done easyJet.
Last edited by Final 3 Greens; 30th Jul 2004 at 14:40.
Thread Starter
I only started flying LH again after the demise of buzz. They had a good product at an excellent price which went where I wanted; when O'Leary took over they stopped flying to FRA, so that was that. The only real complaint I had about buzz was that they didn't permit standard sized cabin baggage.
Was it something of a coincidence that, shortly after posting my earlier comment yesterday, LH rang again and agreed with my points...??
They also advised that passengers must continue complaining at the cut back in European Business Class service if anything is going to change for the better.
Was it something of a coincidence that, shortly after posting my earlier comment yesterday, LH rang again and agreed with my points...??
They also advised that passengers must continue complaining at the cut back in European Business Class service if anything is going to change for the better.
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Reading about the cutbacks on Miles&More miles earned on LH discounted economy flights I'm hoping that bmi don't follow suit - at the moment they award full 1x mileage for all published fares on lufthansa and so lufthansa have become airilne of choice seeing as 1 return journey to YYZ on deeply discounted economy ticket in Easter netted me 12,000 + Elite bonus 25% plus a one way upgrade to business.
About 1 in 4 of the new fancy seats broke so they flew an on board engineer around (in C) to fix them in flight, took him about 5 minutes to reset my one so that the seat position controls would work.
About 1 in 4 of the new fancy seats broke so they flew an on board engineer around (in C) to fix them in flight, took him about 5 minutes to reset my one so that the seat position controls would work.