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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

New culinary experiences launched in Victoria Falls

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Earlier this year Pure Africa Destination Management announced its latest restaurant management partnership with Afro-Chic destination venue Zambezi House Restaurant, which was voted as one of the ‘Most Beautiful Restaurants in the World’ by Condé Nast Traveller.

The team at Pure Africa have since then been busy with the reimagination of designing culinary journeys in Victoria Falls for the menu relaunch of Zambezi House, which has taken much of its inspiration from the meandering journey of the venue’s key feature, the Zambezi River.

Pure Africa recently appointed head chef Mike van Rooyen for the development of the latest tasting menu at Zambezi House, forming part of the greater Pure Africa culinary art initiatives aiming to raise the benchmark for food tourism in Victoria Falls.

Our passion is rooted in travel, innovation, design, culinary art and impact, which form our company’s philosophy in looking to awaken this new African spirit together with local talent, international culinary techniques served with the key ingredient, which is warm Zimbabwean hospitality.

“Seasonal ingredients and traditional dishes reimagined, prepared with local knowledge, global culinary techniques and eventually served with the key ingredient, which is warm Zimbabwean hospitality.”

Pure Africa has coincided the latest Zambezi House menu offering, launching in early May 2019 with full day culinary packages for those travellers looking to experience the local food scene in Victoria Falls;

Pure Africa Culinary Journeys in Victoria Falls:

Historic Tram & Bridge Tour + Zambezi House Dinne

What to expect:

A guided tram tour of Victoria Falls Bridge paired up with freshly baked gourmet sandwiches to start, followed by a craft gin pop-up bar and gourmet snack table overlooking the spray of the Falls from the Zambian border and ending off with a three-course dinner tasting menu to be enjoyed later that evening at Zambezi House Restaurant.

Culinary Features:

Artisanal Sandwiches, Pimm’s Train Station Bar, Craft Gin & Tonic Pop Up Bar, Gourmet Scenic Snacks and a three-course Zambezi House dinner experience.

Luxury Deck Sunset River Cruise + Zambezi  House Dinner

What to expect:

A sunset river cruise down the Zambezi paired up with a relaxing three-course dinner experience perched on the edge of the river.

Culinary Features:

Gourmet sunset tasting boards, craft selection of premium beverages onboard the sunset river cruise followed by a three-course Zambezi House tasting menu prepared by head chef Mike Viljoen.

For more information about Pure Africa Destination Management and their latest culinary journeys please email or visit the Pure Africa Destination Management website.

Travel News | eTurboNews

Dame Alice Walker will headline Anguilla Lit Fest 2019

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The Anguilla Tourist Board is pleased to announce an impressive line-up of international artists scheduled to appear at the 8th annual Anguilla Lit Fest, taking place May 16 to 19 at Paradise Cove Resort, Anguilla. Hosted by the Anguilla Literary Foundation under the theme Books, Beaches & A Better You, this Literary Jollification promises to inspire, educate, motivate and uplift audiences with its unique mix of readings, workshops and cultural performances, set against the backdrop of Anguilla’s spectacular beaches.

In her first appearance at Lit Fest, legendary novelist, essayist, poet and activist, Dame Alice Walker will explore the themes of feminism, sexuality, identity and spirituality in her prolific writing and lived experience. Dame Alice is best known for her Pulitzer Winning novel, The Colour Purple (1982), the critically acclaimed Possessing the Secret of Joy (1992), and most recently a bilingual English/Spanish anthology of poetry Taking the Arrow Out of the Heart (2018).

Dynamic author/poet Jason Reynolds will also be featured in the 2-day literary limelight.  Reynolds enjoys a special appeal for those in their teens and twenties as well as for the young at heart.  His first book of prose, When I Was The Greatest (2014) won the Coretta Scott King/John Steptoe Award for New Talent, and most recently his acclaim skyrocketed with his New York Times best-selling Track series, Ghost (2016), Patina (2017) and Sunny (2018).

This year, the Anguilla Lit Fest also welcomes an inspiring cornucopia of Social Media Influencers and Speakers, including husband and wife team Tony A Junior and Sheri Gaskins, who will present Make it Work, 22 Time Tested Real Life Lessons for Sustaining a Happy Healthy Relationship (2019).  Tony is a highly regarded life coach, author and motivational speaker who has appeared on The Oprah Winfrey Show and TBN’s 700 Club. The distinguished roster includes Glory Edim, a literary advocate and founder of Well-Read Black Girl, a book club and online community that celebrates the uniqueness of Black literature and sisterhood, and whose first anthology, Well-Read Black Girl: Finding Our Stories, Discovering Ourselves, was published by Random House in 2018; Denene Millner co-writer with Steve Harvey of Act Like a Lady, Think Like a Man and Around the Way Girl, a memoir with actress Taraji P. Henson and founder of MyBrownBaby.com, and Editor of Denene Millner Books; novelist and motivational speaker, Sadeqa Johnson, who worked with JK Rowling and Bishop TD Jakes before becoming an author of novels such as And Then There Was Me (2017); and Journalist/Blogger Sarah Greaves Gabbadon, better known as JetSetSarah, whose captivating posts on Caribbean destinations, food and shopping inspire all that ‘follow’ her to follow in her footsteps.

Additional authors include: Patricia Marie “Pat” Cummings, esteemed writer and illustrator of over 30 books for children; Ira Sumner Simmonds, a native of St Kitts who has written From Siberia to St Kitts: A Teacher’s Journey; and Stephanie Stokes Oliver, author, editor and member of the Anguilla Literary Foundation, introducing her critically acclaimed anthology Black Ink, and notables from the publishing world such as Dawn Davis Publisher and Vice President of 37 INK, and Yona Des Hommes Associate Director of Publicity for Atria Books.

“We are intent on showcasing the richness and diversity of the Anguilla experience,” said Cardigan Connor, Anguilla’s Parliamentary Secretary for Tourism. “Anguilla LitFest is a perfect example of the depth and sophistication of our product, and the lure that Anguilla presents to leading literary icons. I congratulate the members of the Anguilla Literary Foundation on what promises to be their best event ever, and look forward to another amazing event,” he concluded.

The 2019 Anguilla Litfest: A Literary Jollification is an unrivalled opportunity for meeting authors, attending book signings and writing workshops.  Special vacation packages for the event will be offered by a number of Anguilla’s leading properties, including the host venue, Paradise Cove Resort, and sponsor hotel, The Reef by CuisinArt.

For more information on the Anguilla Lit Fest 2019 or to register for this year’s event, go to www.anguillalitfest.com, email info@anguillalitfest.com, or follow the Anguilla Litfest on Facebook or Instagram.   For information on Anguilla, please visit the official website of the Anguilla Tourist Board: www.IvisitAnguilla.com; follow us on Facebook: Facebook.com/AnguillaOfficial; Instagram: @Anguilla_Tourism; Twitter: @Anguilla_Trsm, Hashtag: #MyAnguilla.

Tucked away in the northern Caribbean, Anguilla is a shy beauty with a warm smile. A slender length of coral and limestone fringed with green, the island is ringed with 33 beaches, considered by savvy travelers and top travel magazines, to be the most beautiful in the world.

Anguilla lies just off the beaten path, so it has retained a charming character and appeal. Yet because it can be conveniently reached from two major gateways: Puerto Rico and St. Martin, and by private air, it’s a hop and a skip away.

Romance? Barefoot elegance? Unfussy chic? And untrammeled bliss?   Anguilla is Beyond Extraordinary.

Travel News | eTurboNews

Peacock Aviation taking legal action against Gambia carrier

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Nigerian Peacock Aviation company that worked as General Sales Agency (GSA) for the Gambian Mid Africa Aviation Company Ltd. that traded in Nigeria under the name Fly Mid Africa has petitioned the Gambian Government over the non-payment of passengers’ air ticket refunds before it exited Nigeria.

The petition which was dated February 12, 2019 and also copied to the Nigerian High Commission in the Gambia through its legal counsel Abrahams Ayobami  & Co. stated: “We are Solicitors to Peacock Aviation and Allied Services Ltd. [henceforth referred to as ‘Our Client’], a company duly registered under the Laws of the Federal Republic of Nigeria with its registered address situate at No. 19, Mojidi Street, Off Toyin Street, Ikeja, Lagos State, Nigeria and on its instructions and behalf we write you this petition.

“Our client was appointed the General Sales Agent [GSA] of ‘MID AFRICA AVIATION LTD’ trading under the name ‘FLY MID AFRICA’ on 24th April 2017 when the said company commenced its Airline operations in Nigeria.”

According to the counsel, “Our client, among other things was to manage and operate a city office to sell tickets to customers, a task our client was able to achieve within a record time of four weeks of operation.”

The petition stated further that, “Upon commencement of operations of the Airline, the cash sales in our client’s custody was used to take care of operation fees such as Air Landing, Parking Fees, Passengers’ Service Charges, Nigerian Civil Aviation Authority [NCAA] Fees, Catering, and Crew Hotel Accommodations.”

“With the above looking promising, the Airline ran into issues with their flight schedules which led to the cancellation of February and March 2018 flights and finally suspension of operations until further notice.”

While the suspension was still on, the airline got instructions to commence refund of issued tickets to customers which was carried out until exhaustion of all the funds at hand by the GSA according to its counsel.

“Our client then made a request for funds to be released to liquidate the outstanding refunds but same has remained hitherto unmet by the management of Fly Mid Africa Airlines for over one year now.”

The petition also has it that, there is still an outstanding refund of about Eleven million one hundred and fifty six thousand, six hundred and one naira fifty one kobo [₦11,156,601.51] and our client’s unpaid International Air Transport Association [IATA]/Billing Settlement Plan [BSP] Sales Overriding Commission of about Seven Million Naira [₦7,000,000] only with customers showing their grievances in all manners including laying siege to the GSA business premises and disrupting its activities.

Meanwhile, some have even threatened to commence legal actions against it; more so as customers are aware that tickets issued on the IATA BSP platform have been refunded and therefore query the reason for non-payment of their refunds.

Despite several email communications between our client and the said Fly Mid Africa Airline with reconciliation and adjustment of account settled between the parties, still the Airline has refused to release funds to pay innocent travelers their well-deserved refund even after leaving them stranded, disappointed and uncompensated, according to Chief Segun Phillips, Group Executive Chairman, Peacock Travels and Tours Limited.

However, in a bid to settle the matter amicably, the GSA wrote to the Nigerian High Commission in The Gambia to wade into the matter but was referred back to the Gambian Commission in Abuja as the right channel for resolving such issue.

As it stands, there is the total outstanding refund of about Eighteen million one hundred and fifty-six thousand six hundred and one naira fifty-one kobo [₦18,156,601.51] amounting to tickets refunds and GSA unpaid IATA BSP Sales Overriding.

Travel News | eTurboNews

WOW Air shut down: Thousands stranded

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This is the email WOW Air passengers received after the airline shut down and flights were canceled: Dear WOW air guest, thank you for contacting us. We regret to announce that WOW air has ceased operation, and all flights have been cancelled. Further information can be found at WOW Air.

Following the news that WOW Air has ceased operations after failed negotiations to save it, leaving thousands of passengers stranded, Ralph Hollister, Associate Travel & Tourism Analyst at GlobalData, a leading data and analytics company, offers his view:

“The closures of smaller sized airlines such as WOW Air come as little surprise. Even major airlines such as Ryanair with significantly higher profit margins are suffering with the issues at the root of these closures – high fuel prices and overcapacity.

“With finances having already been in decline for a number of months, WOW had to reduce its fleet from 24 to 11, along with reducing the number of destinations available to customers.

“Overcapacity is a factor which can be managed unlike fuel costs, but timeliness is critical and WOW acted too late.

“Smaller airlines need to be more sensitive to changes in the market. Being one step ahead in terms of potential future decreases in demand for specific routes will enable airlines to decrease flight frequency proactively.

“This will decrease the amount of empty seats and most importantly, keep them afloat in a highly competitive industry.” 

 

Travel News | eTurboNews

Sexually assaulted by hotel staff? TripAdvisor tells woman leave a review

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TripAdvisor is the largest travel site in the world, with 456 million people visiting the site every month to search for accommodation and other hospitality sites ranked according user reviews.

Two women alleged they were raped by staff employed by businesses currently promoted on TripAdvisor and said the company is failing its “duty to public safety” in the way it handles such complaints. They said they fear others are at risk without information about prior alleged incidents being made visible on the business page. These hotels are continuing to be promoted on TripAdvisor.

One woman said she was raped by a tour guide whose business was being promoted on the TripAdvisor. After contacting the hotel where he worked and reporting him to the police, she wanted to warn other tourists.

TripAdvisor’s response was to tell her to leave a first person review detailing her sexual assault on the website.

“I was in disbelief. Am I seriously being asked to recall the humiliating details of my own sexual assault? Was this global company pushing me to relive my trauma on their forum for everyone to see and comment, or worse of all for the perpetrator who is still out there, to respond to me, troll me?,” she said. “It left me feeling shattered, hopeless and alone.”

TripAdvisor told her that they do not remove a business from their site if a staff member was accused of sexual assault or rape, even temporarily to conduct an internal review. The company then shared 5 links with her of reviews detailing sexual assault and rape, allegedly committed by staff at different hotels, as examples of how she might write her own review.

In one review that TripAdvisor shared with her in an email dated November 2018, an 18-year-old woman said she had her drink spiked and was raped at a resort in Jamaica. She claimed the hotel hired lawyers to mount a case against her, even after undergoing a rape test at a local hospital.

The resort currently has a 4.5-star rating out of 5. There is no flag on the hotel’s TripAdvisor page to suggest any such attack has ever occurred. The only way to know would be to scroll through and read more than 5,000 reviews.

TripAdvisor ranks hotels based on the star rating given by users, but individual reviews are presented chronologically on listing page for the hotel. A review which detailed allegations of sexual assault could easily be overtaken by more recent reviews and be harder to find.

There are 40 examples of reviews describing sexual assault, rape, and groping committed by staff members of highly-rated hotels and other travel businesses on TripAdvisor. In only 14 of those cases, the hotel or travel business – such as tour guides – had replied to the review, with just one review indicating whether disciplinary action had been taken against the staff member in question.

TripAdvisor left this woman’s review as pending, because she did not write it as a first person account and it remains unpublished. She told the company she did not want to publish “first hand experiences” in fear of being contacted and identified by people whose attention she did not want to attract, including the alleged perpetrator. TripAdvisor suggested she created a burner account under an anonymous name to leave the review.

TripAdvisor has previously attempted to grapple with complaints of sexual assault. In November 2017, it said it would add a warning tags to hotels where “health, discrimination, and safety” issues have been reported – but would not explicitly say what the business has been flagged for. The decision came after the company deleted a review detailing a rape case in a hotel in Mexico because the language used breached its guidelines.

The amount of time a badge remains on a business listing is determined on a case-by-case basis, but the company uses a period of 3 months as a guideline for re-evaluation. TripAdvisor said there are currently 4 flags up on business listing pages. None of the flagged hotels or travel businesses have any warning on the business page of prior allegations made about staff.

Complainants believe a red flag on a business for 3 months to evaluate the ongoing safety of the listing is not enough, especially when little to no action is taken against the alleged attackers still employed at hotels and businesses.

Another woman, Christine, 44, from Toronto, Canada, alleged she was raped in a hotel in the Caribbean while on holiday with her family. She said the process of leaving the complaint of sexual assault as a review was futile as reviews were routinely “buried” by other reviews, making it difficult for users to find.

She added that the reviews detailing sexual assault attacks should not be lumped alongside other 1-star reviews complaining about “bed sheets.”

“They definitely should have a different kind of review system, for these types of incidences so they’re not buried in with everyone’s reviews about you know, the quality of the towels or the sheets. Especially if it’s a safety issue, particularly for women.”

Christine decided to go public with her story because, she says, “TripAdvisor has a major platform and really they have a duty for public safety, because it is a big problem. I’m not overstating it when I say it’s widespread.

“Many women contacted me and said this has happened to them, too, by a different staff member at another hotel. And we need to be aware of it.”

TripAdvisor said while the company was unsure if the reviews complaining of rape would have an impact on a business, it believed reviews were “very helpful” to travelers to inform them about where to stay or visit.

TripAdvisor added it had a team of hundreds of people working on content moderation focused on “maintaining the integrity” of the site, and that thousands of reviews on the website described health and safety issues, including sexual assault and other crimes.

The company said it took into account a number of issues before giving a business a flag, including whether a staff member of a business listed was implicated in the review complaint. The company adds a flag to listings where there are media reports of the issue or when a first-hand review is not “readily accessible.”

It said its notifications are not confirmation of the events but were there to “encourage consumers to do additional research outside of TripAdvisor” of the safety of the businesses. However, the company claimed most businesses that had received a flag had taken steps to address the issue that caused the media coverage.

In a statement to the Guardian, TripAdvisor said: “It is terrible that some travelers endure serious issues such as assault or rape, and we hope our platform can be used by them to help warn and protect others. It is important that reviewers follow our publishing guidelines to ensure the accuracy of our reviews, and when these reviews are not readily available and news reports exist that detail recent and pervasive health and safety matters, TripAdvisor’s notification process helps alert travelers about potential issues at a location.”

Travel News | eTurboNews

Canada’s government officials announce support for victims of Ethiopian Airlines Flight 302

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Today, the Honorable Ralph Goodale, Minister of Public Safety and Emergency Preparedness and the Honorable Chrystia Freeland, Minister of Foreign Affairs, issued the following statement announcing Canada’s support to victim identification efforts following the tragic aircraft accident involving an Ethiopian Airlines Flight.

“On behalf of the Government of Canada, we wish to extend our most sincere condolences to the families and friends of those who perished in this tragic accident.  Our thoughts continue to go out to each of the Canadian families, friends and communities affected by this awful accident.

The situation on the ground is fluid and may continue to evolve rapidly. Canada will remain ready to assist with the ongoing recovery efforts.

To this end, the Government of Canada, through the Government Operations Centre and Global Affairs Canada, is in constant contact with international and local officials to coordinate Canada’s contribution to these efforts, in support of Interpol’s call for assistance. At present, the RCMP has provided a team of three specialized personnel to assist with providing disaster victim identification support.

Four additional Canadian officials have been dispatched to Ethiopia to provide added capacity and expertise as well as support to affected families. Officials from the Embassy and from Global Affairs Canada’s Standing Rapid Deployment Team have been coordinating with local authorities in Addis Ababa. Officials have been supporting family members of Canadian victims who have travelled to Ethiopia, including by sharing updates on the situation, providing information about local contacts and services, and accompanying families to the site of the tragedy.

Canadian officials will continue to work closely with Ethiopian Airlines and local authorities on the gathering and sharing of information in real time with the families, including on questions relating to repatriation.

Friends and relatives in Canada who are in need of assistance should contact the Emergency Watch and Response Centre in Ottawa at +1-613-996-8885 or email sos@international.gc.ca.

On behalf of all Canadians, we are grateful to all nations who have heeded the international call for assistance, and commend the Canadians who will solemnly perform their duties in the aftermath of this terrible tragedy.”

Travel News | eTurboNews