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Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg

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Lufthansa

“My personal hero today is Ms. Patricia Dzai. Patricia works for Swissport in Johannesburg, South Africa,” said eTN Publisher Juergen Steinmetz. Swissport is one of the largest aviation ground-handling agencies operating in countries around the world.

Major airlines hire Swissport to manage customer relations and logistics when it comes to baggage handling, including lost or misplaced items.

Lufthansa German Airlines’ ground handler in Johannesburg is Swissport. I recently traveled from Nice to Cape Town via Frankfurt and Johannesburg on Lufthansa German Airlines. I am a United Airlines Star Alliance Gold member and traveled on Lufthansa in Business class. Lufthansa is a member of Star Alliance.

When I arrived in Johannesburg, I heard my name called by Lufthansa’s lost baggage office handled by Swissport.

I was told my tube was still in Frankfurt, and they would put it on the next flight to Johannesburg. I explained it was of utmost importance to have the tube for an important trade show event, the World Travel Market in Cape Town, in the morning.

Patricia Dzai, the Swissport agent in Johannesburg, wanted to make sure this would be possible and sent an urgent message to Lufthansa in Frankfurt. The message said:

 

 

 

 

 

I was pleased to know my tube would go on LH 576 directly to Cape Town almost in time for the start of World Travel Market.

I went on to fly to Cape Town and received a text message in the evening saying my tube would be on the Lufthansa flight to Johannesburg, which was different from what Patricia had requested. Since it was late and the Swissport office in Johannesburg was closed, I was able to find a non-published phone number for Lufthansa baggage service in Frankfurt. Lufthansa, like most airlines, is hiding phone numbers to encourage passengers to communicate only by email.

I was told by Lufthansa Baggage Service in Frankfurt no such message to forward my tube to Cape Town was ever received by Swissport Johannesburg. The agent went on to say that passengers are often not told the truth by Swissport agents.

The Lufthansa agent in Frankfurt explained that his job was not to help me, since this was only handled in Johannesburg. I argued my tube is in Frankfurt and not Johannesburg, and the handling agent for Swissport in Johannesburg was closed.

The agent then said he was now doing a one-time exception for me and would reroute my tube on LH576 directly to Cape Town. He said there were 5 hours to get this done, still plenty of time according to him.

The next day I received another message telling me again the tube was on its way to Johannesburg instead of Cape Town.

I called Swissport in Johannesburg, and the news not could have been worse. They told me, apologizing, that my tube was still in Frankfurt for a second day, and they did not know why.

I again called the baggage-handling office in Frankfurt and was again told it’s all Swissport’s mistake for not telling them where to send it.

This time I was angry and called Swissport Johannesburg again. I asked Patricia why she was lying about this. I told her she never sent this request to Frankfurt, according to Lufthansa.

Ten minutes later, I received an email with a time-stamped screenshot from Patricia Dzai showing me exactly what was requested by her in the first place.

Patricia actually had gone out of her way originally to make sure I would be united with my tube on time and in Cape Town. I felt bad thinking she didn’t care and didn’t do anything, when in fact she did.

It shows that big companies like Lufthansa have a serious customer service issue. They hide behind a huge system and are trained to say it’s not their job and simply blame others for company shortcomings.

There was no way I could talk to anyone at Lufthansa about this, and my urgent email to them on the day I was trying to get the tube re-routed was just responded to 2 weeks after I was already back home in Hawaii. Lufthansa offered a 200 euro compensation.

No explanation was given and no apology for accusing Patricia Dzai and Swissport for not doing their job.

I finally received my tube on the last day after the trade show and took it back to the US unopened. When I changed planes in Frankfurt, I asked the agent working in the Senator Lounge to speak to a supervisor in baggage handling about this case and compensation. She told me I have to send an email, which I had already done days ago.

She gave me some chocolate and said they get customers’ complaints all the time and do their best to help and respond, but the back-up system by the airline is not there.

It’s all about a giant non-caring anonymous machine.

I extend my apologies to Patricia Dzai from Swissport, as I now understand she was also a victim of shortcomings created by Lufthansa German Airlines.

Patricia Dzai is the eTN Hero for today.

Travel News | eTurboNews

A Japanese castle, Sanjuro the cat, and a remarkable recovery in tourism

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Bitchū Matsuyama Castle, also known as Takahashi Castle, is a castle located in Takahashi, Okayama Prefecture, Japan. It is not to be confused with Matsuyama Castle in Matsuyama, Ehime Prefecture.

The Takahashi City Tourist Association is upbeat, with an official of the association saying: “We want to liven up the whole city with Sanjuro.”

A feline “lord” of Bitchu Matsuyama Castle in Takahashi, Okayama Prefecture, is contributing to a recovery in tourism that was dealt a heavy hit from natural disasters last summer.

The name of the cat lord of the popular castle, which is nicknamed “castle in the sky”, is Sanjuro. He settled in the precincts of the castle in the wake of torrential rains in western Japan in July last year.

Because Sanjuro is super-friendly to people, he has attracted attention on social media.

The number of tourists coming to the castle, that fell at one point after the torrential rains, recovered rapidly, thanks to Sanjuro. He is now serving as a living “beckoning cat”, the auspicious cat statue often displayed in stores and other businesses.

Sanjuro is a male with white and brown fur. He is thought to be three or four years old.

On July 21 last year, castle cleaner Ryoichi Motohara found the cat wandering in the castle’s Sannomaru area. “At the time, I thought he was an abandoned cat, because he was very skinny.”

After observing the cat for several days, the cleaner started feeding him. From then, he began appearing in the castle’s Honmaru main area, mingling with tourists.

The cat never got angry when people would touch him. He responded to people with cute manners while purring. He became widely known through word of mouth and via online sites.

The tourist association gave the cat the name Sanjuro in tribute to Tani Sanjuro, a samurai warrior of the Bitchu Matsuyama clan who served as a troop captain of Shinsengumi, a samurai squad in the last years of the Edo period (1603-1867).

As the number of newspaper articles and TV programmes reporting about Sanjuro grew, his owner was identified around October last year.

Ms Megumi Nanba, 40, who lives in the city about 6km from the castle, said that she had been searching for her cat, who ran away from their home on July 14.

As she loved her cat and he was also was attached to her children, Ms Nanba at first wanted to take him back home. Eventually, though, Ms Nanba and her family members discussed the matter and decided to hand over their cat to the tourist association.

“I was really relieved when I found out he was alive. If he likes living in the castle, it is good for him (to stay there),” she said.

In November last year, an official of the tourist association took him home to prepare for a media presentation, and Sanjuro ran away again.

Although the association tried to find him by distributing leaflets and other means, Sanjuro could not been found, which made officials of the association increasingly worried.

Sanjuro was finally found 19 days later. Since then, the officials have kept him inside the castle’s administrative office building in the Honmaru area so as not to have such a painful feeling again.

In December last year, the association officially appointed Sanjuro to the post of “castle lord cat”. His duty as the castle lord is to stroll around in the castle twice a day, with officials holding him on a leash.

Sanjuro is highly popular for his friendliness towards visitors, such as rubbing against people’s legs and neatly sitting down on their knees.

According to the tourist association, the number of visitors in July last year in the wake of the torrential rains fell to about 20 per cent compared with that in the previous year. But in February this year, the number passed 4,000 – 40 per cent higher than that in the previous year.

The association designated March 16 as the “Day of Sanjuro” as a play on words – 3 (san), 10 (ju) and 6 (roku) – and held an event.

Tourists from across the nation swarmed to take photos of Sanjuro that day.

Ms Miho Hatanaka, 44, from Otake, Hiroshima Prefecture, said: “He is so friendly and tame. I wish I could hug him a long time.”

Her daughter Nanami, a nine-year-old elementary school student, said: “He’s so cute. I hope he keeps playing the role of castle lord.”

The association produces official items with his photo such as key chains and postcards, as well as digital stamps which can be used on LINE, a free communication app.

Manager of the tourist association Hideo Aihara said: “With Sanjuro at the core, new movements including developments of items and event plans have been occurring.

“We want to expand this positive trend while cooperating with various entities.”

Travel News | eTurboNews

Developing safety and security for children during travel

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Safety and security are always a concern of the travel industry, no matter who the traveler might be. A major issue when dealing with children is their safety and security. In the case of young travelers, the situation becomes even more difficult and emotional. There are many reasons for this heightened need for safety and security.  Among these are:

1)   Children are perceived to be more vulnerable

2)    Most people tend to be highly protective of children

3)    The legal ramifications of injury to a child may be even more severe

4)    Children evoke emotional reactions, and these emotions may crowd out rational thinking

Child safety and security tends to become the responsibility of three groupings:

1)   The child or young adult

2)   The parent of guardian of the child

3)   The host institution

The following is a partial list of precautions that all of us need to take when dealing with the child segment of the travel market. To help provide a safer ambiance for family vacations, consider some of the following.

Just as in the case of marketing efforts, tourism security efforts need to segment the market into at least four age brackets. Some suggested brackets might be: (1) new borns-2 years, (2) 3-7 years, (3) 7-12 years, and (4) teenagers until the legal age of 18. The essential issue is to realize that while both a 17 year old and a 2 year old are legally both minors, from a safety, security, and sociological standard, they operate in a very different ways and require very different guidelines. To help maintain these various groups safe and sound Tourism Tidbits offers the following suggestions. It should be noted that these are only a few suggestions of the many that are needed, and final decisions should be made by an onsite professional.

– Keep video cameras going. In case a child is lost (or Heaven forbid kidnapped), a video camera may be an excellent tool in locating the child.

– In places where adults and children mix, consider the use of ID bracelets being offered at the time of ticket purchase. You can use the ID bracelet either as a check-in/check-out device or give them away as a souvenir. In either case, should the child be lost, the security agent will have a name and phone number to call.  It is a good idea to place both the local and home number on the bracelet.

– In areas that have special young people’s sections, make sure that it is only children who enter. Adults should not be allowed into a children’s section. If an adult is needed there in case of an emergency, he/she should only be allowed to enter accompanied by a trained security agent.

– Develop policies on older children or unaccompanied minors. Younger children may be less of a problem than older children (12-17 years of age). These are guests who are legally still minors but can often do a great deal of damage or may demand that they be treated as adults even though such treatment is against the law. Make sure that all personnel are familiar with your business regarding minors’ safety and behavior of and with minors. Employees need to know:

–      policies and laws that specifically deal with people under the legal age of maturity

–      how to handle an angry or non-compliant minor

–      how to handle someone who may be making a scene

–      -when to actively intervene or call for additional help

–      how to check IDs without offense – a person’s ID is checked and questioned as to the whereabouts of his/her parents

In the hour before closing, it is very important to make sure that unsupervised young people are accounted for. In cases where the young person falsely believes that he/she is grown-up, ask for both a driver’s license and a social security number.

– Be aware of child abandonment/abuse. A form of child abuse is abandonment of a child. Train personnel to be on the lookout for all forms of child abuse. For example, if an adult is hanging around other people’s children asking for that person’s ID, turn security cameras on the person and attempt to get the license number of the vehicle being driven. The more information you have, the easier it will be for the police to act should there be a problem. Do not assume that a child abuser will return the next day. It may be weeks or months, or never, until that person returns.

– Develop cooperative information centers. Work with local police departments, hotel associations, and other attractions so that information can be passed between security departments rapidly and easily.  Remember people judge a locale on just one negative incident. When something goes wrong in one place, it can affect the entire local tourism community.

– Be careful of safety concerns.  Do a safety analysis; look for and correct such things as: glass doors against which inadvertently a child may run into, issues of food safety, or balconies over which a child may climb and jump.

Dr. Peter Tarlow is part of the Safer Travel Program by eTN. More information
www.safertravel.com 

Travel News | eTurboNews

Aloha is not “Aloooooha”: Stop visitors from offending Hawaiians

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Do not say ALOHA or better ALOOOOOHA when visiting Hawaii.

“Those of you particularly in the tourist industry and in entertainment, stop saying “ALOOOOOOOHA”.  There is no such word and as the Hawaiian Queen said herself, they have stolen the country, and now they want to redo our language. Stop it. Just stop, It’s Aloha, not Alooooooha.”, said Adam Keawe Manalo- Camp, a native Hawaiian resident on Oahu.

Hawaii visitors and the travel and tourism industry together with the entertainment world is making Hawaiians very angry. Hawaiians think the largest industry in the State of Hawaii misusing the word “Alooooha” is disrespecting them and their rich ancient culture.

The Hawaii Tourism Authority should better educate stakeholders and visitors on cultural concerns native Hawaiian people raise. HTA must put an increased effort in on managing tourism and not just look at increasing arrival numbers. Increasing arrival numbers may not be a good indicator for a healthy tourism industry anymore.

With mass tourism and thousands of visitors arriving and leaving the US Pacific State every single day, it appears a boiling point is on the horizon. There may be is an urgent and immediate need to keep this industry safe and profitable. The largest industry in the State of Hawaii is seen as a business of invasion and disrespect by many.

Are you planning to travel to Hawaii? Are you operating a tourist attraction in the “Aloha State?” Overtourism comes with great concerns, and a massive number of people on Waikiki’s sidewalks, restaurants, hotels, and shopping malls, and beaches are a good indication there is a limit to tourism.  Has this limit been reached? Native Hawaiians are even more concerned. They are worried the travel and tourism industry is overwriting their rich Hawaiian Culture. For them shouting out “Alooooha” is a good indication.

A recent discussion on the eTurboNews Publishers Facebook points out such concerns.

Derek Hiapo told eTN: “To use the HAWAIIAN word “ALOHA” I need to make something VERY CLEAR!!  HAWAIIANS AND THE USE OF OUR LANGUAGE have been taken over by people who have NEVER known the true meaning of the word. For us kanaka maoli, we have had EVERYTHING stolen from us by people who are intent on raping us of EVERYTHING WE HAVE!!! The meaning of aloha cannot be lived or practiced, when what people have learned about the word “aloha” was taught to them at the usual tourist luau with someone onstage screaming the word and giving some halfwitted story about what that word means.

THERE’S WAY MORE MEANING TO THE WORD ALOHA AND THE PRACTICE OF LIVING ALOHA!!! You ask where is the aloha?? Being chased off of, and away from, it’s native homeland!! Where is the aloha?? In the bank accounts and pockets of all who’ve come to Hawaii to make their money at the cost of us kanaka maoli!! Where is the aloha?? In the twisted history being taught to the world that says that Hawaii was “saved” by America and not being told the TRUTH behind the theft of our internationally recognized sovereign kingdom. People want us to show ALOHA, but all we’ve been shown is disrespect, poverty, death, and the bastardization of our culture for the benefit of the illegal foreign occupier.”

Adam added this story:

“A long time ago, there lived a Hawaiian family. They worked the land for generations. Then one day there appeared a stranger. He was a haole guy (caucasion guy) who got lost and stumbled upon the Hawaiian family.

They told him where to go back but they invited him to stay with them as he seemed to have a cold. He lived with them for a week and they took care of his needs. He eventually left.
Then soon afterward, the family got sick and only the mother was left. The man returned and brought his Japanese friend. They stayed in the Hawaiian family’s house. The Hawaiian mother took care of them as she was still in mourning. The haole guy and the Japanese guy decided that it would be great if others could experience her hospitality and “the culture”.

They devised plans and started a tour business. When the Hawaiian woman began to complain as she now was being forced to work under them in her own land, they asked her, “Where was your Aloha Spirit? Don’t be such an angry Kanaka” She then began to be quiet. Then more of her time and food was being given to the strangers. She then complained again.

This time the haole guy said “Okay let’s be fair and democratic about this. Let’s vote. ” The haole and Japanese guys voted to keep the Hawaiian woman as their employee while taking over her family’s lands. And that, in a nutshell, is what is happening in Hawai’i.”

Aloha is not only a magical word for Hawaii but was stolen further by destinations like Hainan, China. The Chinese destination is fully banking and integrating on the magic this word had for many and is further offending native people in Hawaii.

The overthrow of the Kingdom of Hawaii began on January 17, 1893, with a coup d’état against Queen Liliʻuokalani on the island of Oahu by subjects of the Kingdom of Hawaii, United States citizens, and foreign residents residing in Honolulu.

Read what the Queen said in 1907:

The Hawaiian Queen comment on the word ALOOOOHA

Wikipedia posted: Liliʻuokalani was born on September 2, 1838, in Honolulu, on the island of Oʻahu. While her natural parents were Analea Keohokālole and Caesar Kapaʻakea, she was hānai (informally adopted) at birth by Abner Pākī and Laura Kōnia and raised with their daughter Bernice Pauahi Bishop. Baptized as a Christian and educated at the Royal School, she and her siblings and cousins were proclaimed eligible for the throne by King Kamehameha III. She was married to American-born John Owen Dominis, who later became the Governor of Oʻahu. The couple had no biological children but adopted several. After the accession of her brother David Kalākaua to the throne in 1874, she and her siblings were given Western style titles of Prince and Princess. In 1877, after her younger brother Leleiohoku II’s death, she was proclaimed as heir apparent to the throne. During the Golden Jubilee of Queen Victoria, she represented her brother as an official envoy to the United Kingdom.

Liliʻuokalani ascended to the throne on January 29, 1891, nine days after her brother’s death. During her reign, she attempted to draft a new constitution which would restore the power of the monarchy and the voting rights of the economically disenfranchised. Threatened by her attempts to abrogate the Bayonet Constitution, pro-American elements in Hawaiʻi overthrew the monarchy on January 17, 1893. The overthrow was bolstered by the landing of US Marines under John L. Stevens to protect American interests, which rendered the monarchy unable to protect itself.

The coup d’état established the Republic of Hawaiʻi, but the ultimate goal was the annexation of the islands to the United States, which was temporarily blocked by President Grover Cleveland. After an unsuccessful uprising to restore the monarchy, the oligarchical government placed the former queen under house arrest at the ʻIolani Palace. On January 24, 1895, Liliʻuokalani was forced to abdicate the Hawaiian throne, officially ending the deposed monarchy. Attempts were made to restore the monarchy and oppose annexation, but with the outbreak of the Spanish–American War, the United States annexed Hawaiʻi. Living out the remainder of her later life as a private citizen, Liliʻuokalani died at her residence, Washington Place, in Honolulu on November 11, 1917.

It appears the problem of overtourism and local culture is not unique to Hawaii.
Barcelona also thinks Tourism is an invasion, but ETOA doesn’t want tourists to go home yet 

Travel News | eTurboNews