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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

US airlines wrongfully reject over 25% of their passengers’ compensation claims

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Consumer rights advocacy group released the results of a new study showing that United States airlines wrongfully reject more than 25% of compensation claims, indicating that more than one in five travelers are being denied up to $700 they are owed by Delta Air Lines, United Airlines, and American Airlines following flight disruptions.

Each year, more and more travelers flying out of the U.S. are eligible to claim compensation under European law EC 261 which covers travelers on European flights. AirHelp found more than 25% of valid claims filed against U.S. airlines for disrupted flights in 2016, 2017 and 2018 were turned away on wrongful grounds by airlines trying to avoid their obligation to travelers.

The travel experience is continuously getting worse due to overtourism. In the U.S., 407,000 travelers are eligible to claim compensation under EC 261 following flight delays and cancellations experienced last year, up from 370,000 the previous year. During the first three months of 2019, more than 75,000 passengers experienced disruptions due to the fault of the airlines that have made them eligible for compensation.

This trend is a small part of the larger issue of airlines mistreating passengers. A survey of travelers found 75% of U.S. travelers feel uninformed about their air passenger rights, and less than 25% of travelers who were on a disrupted flight actually file a claim, despite airlines being required by law to inform passengers of their rights.

How the U.S. Airlines Stack Up

Of the U.S. airlines, Delta Air Lines wrongfully rejects the most claims at a rate of one in three. United Airlines wrongfully rejects nearly one in four claims, and American Airlines rejects one in every five. According to an annual ranking of global airlines and airports, U.S. airlines’ unsurprisingly perform poorly, with each major carrier earning less than seven out of 10 for quality of service.

The most popular U.S. airlines ranked on wrongfully rejected claims rate

United States ranking Global ranking for wrongfully rejected claims rate

Airline Wrongfully rejected claim rate

1 32 Delta Air Lines 32%
2 42 United Airlines 23%
3 44 American Airlines 22%

Data from January 1, 2016 to December 31, 2018

“The bleak picture in the U.S. is just the tip of the iceberg. The volume of legitimate passenger claims being wrongfully rejected by airlines is appalling. Flight delays and cancellations are increasingly heaping chaos on passengers, and travelers are forced to fight airlines for compensation they’re rightfully owed,” says Henrik Zillmer, CEO of AirHelp. “It’s all very well for airlines to say they will compensate passengers who make their claim directly. The reality is that thousands of passengers are continuing to face an impossible struggle to claim the money they’re entitled to. If they are embroiled in a legal battle with an airline, passengers may face costs to hire a lawyer to push through their claim, which can make fighting for compensation virtually impossible.”

U.S. Passenger Rights

U.S. passengers are protected under EC 261 for flights to the EU on an EU airline, and any flight departing from the EU. Cancelled flights, delays of more than three hours, and incidents of denied boarding are covered under EC 261, as long as the disruption was not caused by extraordinary circumstances such as weather, sabotage or political unrest. Eligible passengers may be entitled to financial compensation of up to $700 per person, and can file claims up to three years after the incident occurs.

Travelers have fewer protections on domestic U.S. flights, but can claim up to $1,350 in compensation for denied boarding due to overbooking, depending on the value of the ticket fare and ultimate delay in arrival to their final destination

Travel News | eTurboNews

What smart travelers know

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A record-breaking number of Americans are traveling, but most are unprepared for the journey – more than 90% of US travelers don’t know their rights, according to AirHelp, advocate for air passengers.

For easy reference, they have compiled a brief overview of U.S. air passenger rights below, along with insider tips for smart travelers. Knowing your rights could make you eligible to claim compensation. These include what to do regarding:

  • Flight Delays
  • Cancellations
  • Bumping, Denied Boarding and Overbooking
  • Lost Luggage
  • Missed Connections
  • When to fly
  • How to pack
  • And more

Disruptions: If you are flying within the U.S. and you are denied boarding due to an overbooked flight, you may be eligible to claim 400% of the one-way fare to your destination in compensation, of a value up to $1,350. Also, for flight cancellations or lengthy delays, if you’re flying to the EU on an EU airline, or departing from an EU airport, you may be eligible to claim up to $700 per person in compensation under European law EC 261.

Lost Luggage: Did you know airlines that lose or damage travelers’ luggage are obligated to pay out compensation of $1,500 – $3,500 to impacted passengers and reimburse them for lost items? Many travelers are unaware of these rights. Whether a traveler is flying within the U.S. or to one of the other 120 countries that ratified the Montreal Convention, if that person experiences luggage issues while traveling, they may be entitled to compensation under air passenger rights laws, including U.S. national law and the Montreal Convention. In order to successfully get the compensation that they are entitled to, a passenger must file a claim before leaving the airport. Travelers should fill out a Property Irregularity Report (PIR) claim for misplaced luggage, including the case number of their bags. The more detailed the claim, the better off that passenger will be, including an itemized list of the contents of their luggage, including the value of each item.

Missed Connections: If flights are booked together under one reference code, passengers can claim $300 – $700 in compensation from the airlines if they miss a connecting flight due to an earlier disruption under EC 261.

Fly during off-peak days or times to avoid the largest crowds at airports. The late night flights are often the least crowded, which means that your flight may be less likely to be overbooked, and your wait time at security will be shorter.

Consider flying out of alternate airports, if your airport is known to have delays. If flights from one airport typically experience significant disruptions, you can anticipate the new screenings will create longer lines at security and additional delays. Look into flights through different airports that fit your travel needs.

Leave extra time for traveling to the airport. No matter when people are traveling, they should anticipate traffic near the airport and overcrowding inside, thanks to overtourism. Pack the car with your luggage the night before departing to help save precious time the day of. Schedule extra time for driving, plan to arrive at the airport at least three hours before takeoff, and be sure to leave ample time to get through lines at security in case of large crowds. If it is easy enough, travelers can also consider public transportation to eliminate parking fees and cut costs.

Be ready for longer lines at security. With larger flights, waiting for luggage can take a lot of extra time at the airport. For short trips, travelers may consider using only a carry-on item, as long as all items fall under TSA requirements.

Strategically pack your luggage to have your ID and all liquid items at the top so that they’re easily accessible to TSA staff.

Pack larger electronics at the top. In July 2018, the TSA announced rules that require electronics larger than a cellphone to be placed in separate screening bins. If you’re one of the many travelers who are opting to bring bags on board rather than pay money to check them, pack larger electronics at the top so they’re easy to remove and place in a separate screening bin.

Consider wearing a pullover jacket or sweatshirt instead of a zip-up – this will allow you to quickly get through security without having to worry about removing articles of clothing.

Bring chargers and extra entertainment for the airport. Sometimes, flight disruptions are inevitable, so consider packing an extra phone charger and book to take on the flight.

Travel News | eTurboNews

FlyersRights files lawsuit against US DOT for not enforcing flight delay compensation

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FlyersRights.org has filed a lawsuit against the US Department of Transportation (DOT) in the D.C. Circuit Court of Appeals over its refusal to enforce the Montreal Convention mandate that airlines must clearly disclose flight delay compensation rights.  See DOT-OST-2015-0256 at regulations.gov.

Under Article 19 of the Montreal Convention, the primary treaty governing international air travel, passengers can recover up to about $5,500 for flight delays on international trips on a nearly no-fault basis. And this little-known provision overrides any airline contract to the contrary. The treaty ratified by the US in 2003, explicitly requires (under Article 3) airlines to provide passengers with “written notice to the effect where [the] Convention is applicable it governs and may limit the liability of carriers for … delay.” Airlines currently only advise passengers of the airline’s liability limitations and omit any mention of delay compensation rights.

“The DOT continues to ignore express provisions of the Montreal Convention and U.S. law by allowing the airlines to engage in unfair, deceptive, anticompetitive, and predatory practices. Airlines continue to obscure with undecipherable legalese or outright deception delay compensation rights. See https://www.aa.com/i18n/customer-service/support/liability-for-international-flights.jsp vs  https://flyersrights.org/delayedcanceled-flights/ and 14 CFR 221.105, 106. Congress gave the DOT the exclusive power to protect consumers against such unfair and deceptive practices. The DOT’s refusal to require airlines to follow the treaty is itself a violation of U.S. law,” remarked Paul Hudson, President of FlyersRights.org

FlyersRights.org is represented in the court proceeding by Joseph Sandler, Esq. of Sandler, Reiff, Lamb, Rosenstein &Rosenstock of Washington, D.C.

Travel News | eTurboNews

 Iranians open homes to travelers stranded by floods

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As dramatic videos of deadly floods leaving behind destroyed vehicles and other damage circulate on Iranian social media networks, ordinary Iranians are doing what they can to help the affected citizens, including travelers whose Nowruz holidays have been unexpectedly disrupted. While criticizing the government for its inadequate response to the deadly flooding that has ravaged the country, ordinary Iranians are engaging in spontaneous relief efforts for the stranded and the displaced.

A 10-minute flash flood in the city of Shiraz, perhaps the most popular tourist destination in the country’s south, killed at least 18 and injured scores more on March 25. Many of the victims are said to have been visitors. Now, locals in the birthplace of classical Iranian literature are inviting panicked holidaymakers to their homes, offering unconditional stay and food. “All services will be offered for free until the harsh weather dies down,” one placard held by a volunteer in Shiraz read. Some even offer free body repairs for cars damaged in the downpours. Several local hotels and restaurants have joined the spontaneous campaign, dubbed “My Guest.”

Similar public initiatives are underway to deliver badly needed assistance to those hardest hit in the northern provinces of Golestan and Mazandaran. The aid is flowing in the form of cash donations as well as basic supplies collected from communities across Iran, including those still recovering from a devastating 2017 earthquake in the country’s west.

The government of President Hassan Rouhani has been under immense pressure for its perceived failure to handle the disaster. The president himself is under fire for staying away from the flood-hit areas. Seven days following the heavy rains, he has now traveled to the northern areas to oversee the relief operations. The government has already promised 7.1 trillion rials ($169 million) in compensation to affected households.

The powerful Islamic Revolutionary Guard Corps has also established a strong presence. The force’s commander, Maj. Gen. Mohammad Ali Jafari, was seen visiting inundated neighborhoods in the country’s north half-submerged in floodwaters. While both the government and the IRGC have stepped in, some Iranians are interpreting the promises of more relief as publicity stunts meant to burnish their status and rooted in political rivalry between moderates and hard-liners.

An initial investigation into the deadly disaster in Shiraz has now pointed to negligence as the main cause of the deaths. According to a report by a crisis management team, one of the old watercourses in the city had been blocked by local authorities, probably for urban planning purposes, leading to the destructive overflow.

Meanwhile, the governor of Fars province noted that warnings had been issued two weeks before the disaster. But some social media users argue that all roads leading to the site of the flash floods should have been blocked. “How where you unable to block people but managed to fully cordon off the tomb of Cyprus the Great on his commemoration day?” one person tweeted. Every year, Iranian nationalists organize the Cyrus Day ceremony on Oct. 29 to remember the founder of the Achaemenid Empire. But in recent years the plans have been hindered by a security clampdown by the Islamic Republic, which deems such activities pro-monarchist.

Coverage of the massive flooding included more from Iran’s ancient history. The iconic Persepolis monument, 60 kilometers (37 miles) northeast of Shiraz, reportedly remained unscathed amid the flooding. According to local officials, underground canals built by ancient Persians to avert flooding protected the UNESCO World Heritage Site. The news prompted praise from many Iranians, who drew comparisons between the current government’s handling of such crises with that of their forefathers.

Yet despite the trauma, the floods have not produced only sad news. Pictures went viral of a smiling young couple who had planned their wedding in Golestan province for March 28. They decided to hold the ceremony earlier. Instead of a grand hall, the bride and the groom wed before the other displaced in a temporary accommodation center.

Travel News | eTurboNews