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

April 24, 2019 by Forimmediaterelease

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

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New sales leader at Kimpton Hotel Monaco Washington DC & Kimpton George Hotel

April 19, 2019 by Forimmediaterelease

Kimpton Hotel Monaco Washington DC and Kimpton George Hotel announced the hire of Katherine Saad-Loman as director of sales and marketing for both boutique hotels in Washington, DC. Saad-Loman brings a strong resort, catering, and luxury hotel background to the position, as well as nearly 30 years of experience in the hospitality industry.

In her new role, Saad-Loman will drive all sales and marketing activities for Kimpton’s Hotel Monaco Washington DC and Hotel George. Saad-Loman’s day to day as director of sales and marketing for the two hotels will be spent with an emphasis on working with key corporate accounts while also leading the hotels’ expert sales, catering, and events staff. Under her guidance, the team will continue to create ridiculously personalized meetings, weddings, and creative event experiences, offering seasonally-inspired food and beverage in partnership with the hotels’ talented restaurant teams. Saad-Loman will also spearhead strategy for all sales segments and oversee the approach toward revenue, digital marketing, advertising and public relations efforts for the hotels.

Saad-Loman joins Kimpton with varied and impressive experience. She began her career at Hilton Singer Island Ocean Front Resort where she increased catering sales 350% across her three year term. After learning the ropes of a conference hotel, Saad-Loman gained experience as a director of food and beverage at Imperial Lake Golf and Country Club in Mulberry, Florida. She then cut her teeth in a number sales and operations roles throughout central Florida and Baltimore before joining the team at Walt Disney World’s Grand Floridian Resort as a senior sales and catering manager. She continued to advance her career at top hotels in the Florida market before returning to the Mid-Atlantic as a director of sales and marketing at Bethany Beach Ocean Suites in Delaware. Prior to joining the team at Kimpton, she was task force director of sales and marketing with Crestline Hotels & Resorts in Fairfax, Virginia.

A world traveler and graduate of Catham College in Pittsburgh, Saad-Loman has called the greater DC area home for the past seven months. Outside of work, she can be found planning her next trip, finding places to use her fluent French and recommends everyone live abroad at least once in their lives. Saad-Loman is a member of Hospitality Sales and Marketing Association International (HSMAI) with a passion for mentoring those looking to hone their sales and leadership skills, and she also volunteers, teaching financial literacy, work readiness, and entrepreneurship to first graders through Junior Achievement of Greater Washington in her spare time. Saad-Loman brings a stylish sense of leadership and a wide range of sales and marketing experience to both Hotel George and Hotel Monaco Washington DC.

Travel News | eTurboNews

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

April 16, 2019 by Forimmediaterelease

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

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The Internet knows you are planning a vacation and will charge you more

April 5, 2019 by Forimmediaterelease

People are starting to plan their summer vacation, and for many, the planning process itself is the beginning of a well-deserved rest. However, it does cause frustration when after a couple of price checks on the Internet, one starts to notice how flight ticket and apartment booking quotes take an upward trend. Such behavior is called price discrimination and is a prevalent tactic across the travel industry, but there are ways to protect yourself from it.

Intuitively unfair, the concept of price discrimination (if not based on race, religion or national origin) is legal and can take many forms. Its general principle is that potential customers get to see different prices of the same product or service based on their willingness to pay as perceived by the seller.

“Many online retailers who use special algorithms to create an illusion of high demand and an increasing price. Let’s say, the quotes for all the hotel rooms you checked yesterday have increased only to encourage you to make a fast decision to book,” explains Naomi Hodges, Cybersecurity Advisor at Surfshark. “The same goes for flight tickets and car rentals so that excellent offer you found an hour ago might have deteriorated to ‘it’s still ok, but I have to hurry’ at your second check.”

Various online businesses are using personalized pricing techniques to manipulate people’s emotions. The leaders in this field, for example, Uber, hire behavioral economists who help to craft the logic of algorithms of differential pricing.

The core ingredient to make the algorithms work is your online data which is acquired when websites insert cookies into your browser and get to know your IP address.

“Such information can reveal where you live, how new or expensive device you use, which websites you visit, what are you interested in, whether you are an easy spender or not, and much more,” says Naomi Hodges.

When your data is being used for personalized pricing, the car rental might become expensive if you already booked a flight to some destination. The same goes for hotel and domestic flight booking.

The price manipulation can go even further by knowing that you are a user of a brand-new iPhone model which indicates higher purchasing power and in turn – your willingness to pay more than other customers.

How to avoid price discrimination?

Naomi Hodges reveals that it is rather easy to check if you are being differentiated from other potential travelers. Taking a few steps can help you save a sum worth a couple of nights at a great hotel or even a return flight ticket if you are an occasional traveler.

If you notice a higher flight ticket/car rental/hotel booking price than before, relax and follow these tips:

  1. Clear your recent digital footprint. You can do that by clearing your browser cache, history, and cookies in the browser settings.
  2. Turn on a virtual private network (VPN) app. This trick can help you change your location by giving you a different IP address. In many cases prices are based on the device’s location, so you can avoid higher prices simply by pretending that you are in another country. Check different countries to see how people there
  3. Turn on Incognito Mode (Chrome), Private Mode (Safari) or Private Window (Firefox) in your browser. This step will allow you to browse cookie-less.
  4. Check the prices using a different device. Differentiating between desktop and mobile users is a common practice.
  5. Change the top-level domain (.com, co.uk, .fr, .net) to a different one. For example, flights4u.com might display different prices than flights4u.de.

Best results can be achieved if all these tips are used simultaneously.

Travel News | eTurboNews

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Uganda travel and trafficking

March 23, 2019 by Forimmediaterelease

Sub-Saharan Africa has enormous tourism potential: leopards lounging in acacia trees, elephant herds drifting across vast savannah plains, gorillas and chimps rioting in deep forests, the earliest traces of human beings and their works. But according to the World Bank, the region receives a mere 3% of global tourism arrivals.

What scares tourists off may have something to do with an unfair, continent-wide reputation for lawlessness. There is a way around this. During the 1970s, entrepreneurs created the idea of eco-tourism as an alternative to the sun and sand package tours that wreaked havoc on the environment and local communities. Perhaps the eco-tourism concept could be expanded to encompass human rights more broadly, focusing not just on the ethical conduct of companies but on governments as well. Thus, travelers could be assured that their fees, taxes and entertainment dollars aren’t being used to support regimes engaged in grand corruption, human rights abuses, wildlife trafficking and the persecution of minorities.

Uganda’s new tourism push is a case in point. The government hopes to welcome four million visitors in 2020, more than double the current number. The Uganda Investment Authority is expediting bids from eco-tourism companies to develop ten sites in the nation’s national parks, including Queen Elizabeth, Masindi and Kidepo Valley. The World Bank has lent Uganda $25 million dollars to build a new hotel and tourism school, purchase equipment such as buses, game drive trucks, boats and binoculars and hire public relations firms to market Uganda in US, Europe, the Middle East and China. In October, Kanye West boosted the publicity effort by recording a music video in one of Uganda’s fine resorts and also visited Statehouse where he presented President Yoweri Museveni with a pair of his patented sneakers. Then in January, Tourism Minister Godfrey Kiwanda launched a beauty contest to identify Miss “Curvy” Uganda, whose zaftig figure will appear in tourism brochures.

The downside of Uganda’s tourism campaign is that every safari-goer it attracts will pay fees to government agencies such as the Uganda Wildlife Authority, which is currently engaged in a program of violent evictions that have left thousands of people in northern Uganda’s Acholi region destitute, and has also been implicated in trafficking in ivory, pangolin scales and other illegal wildlife products, both inside Uganda and in neighboring countries.

Since 2010, thousands of huts in Apaa, northern Uganda have been burned to the ground, and animals and belongings stolen by UWA officials and members of other security agencies. The government claims the area is gazetted for a game reserve, but residents say their families have lived in the area for generations and have nowhere else to go. Sixteen people have been killed and thousands, mainly women and children are now homeless. Some of the raids appear to have been carried out by members of the neighboring Madi ethnic group, and government officials have characterized them as ethnically motivated. However, the Madi and Acholi have lived in peace for generations and some suspect that senior government officials may be inciting the attackers.

Meanwhile, CITES, the international body that tracks endangered species has named Uganda as a global hub for the illegal wildlife trade. After damning reports about the scale of poaching in Kenya and Tanzania revealed that elephant populations were plummeting in both countries, stricter laws and better enforcement resulted in a nearly 80 percent decline in poaching in Kenya since 2013. Tougher enforcement has also resulted in steep declines in poaching in Tanzania. But between 2009 and 2016 an estimated 20 tons of ivory were trafficked via Uganda, along with over 3000 kilograms of pangolin scales.

The trade in wildlife products appears to be organized by senior officers of the army and UWA. Ivory traffickers working along the Uganda-Congo border told Belgian political scientist Kristof Titeca that much of their loot came from Congo and the Central African Republic, where the Ugandan Army, with US support, unsuccessfully tried to track down the notorious warlord Joseph Kony between 2012 and 2017. Thus, US taxpayers may have inadvertently facilitated Uganda’s wildlife crimes.

Uganda’s recently established Standards, Utilities and Wildlife Court, which is supposed to deal with trafficking crimes has begun prosecuting and convicting low level traffickers—the men who transport the goods to Kampala for export – but as yet there have been no prosecutions of those suspected of organizing the trade. When 1.35 metric tons of confiscated ivory disappeared from a Uganda Wildlife Authority storehouse in 2014, the director was suspended for two months and then reinstated. According to a 2017 Enough Project report, two senior Uganda Wildlife Authority officials quit the force in despair after apprehending traffickers and then being ordered by officials in President Yoweri Museveni’s office to drop the cases.

Uganda’s own elephants have largely been spared, and their numbers may even have increased in recent years. But other animals have not been so lucky. In 2014, the UWA granted a local company a license to collect thousands of pounds of scales from the shy, aardvark-like creatures known as pangolins. While officials claimed that the intention was to purchase the scales from people who’d collected them from animals who had died of natural causes, there’s little doubt that huge numbers of pangolins were killed as a result.

Unfortunately, the World Bank’s assistance to Uganda could be making things worse. It’s $25 million Tourism Sector Competitiveness and Labor Force Development loan, approved in 2013, is part of a larger $100 million Competitiveness and Enterprise Development Project which, according to project documents, allocates 21% – or $21 million, to government agencies, including the Uganda Wildlife Authority. World Bank spokespersons declined say how much of that will go to the UWA, and what the money will spent on, other than “systems strengthening and procuring tourism assets.”

Before the World Bank launches any project, it commissions an environmental impact assessment, as well as a review of safeguards to protect habitats and indigenous people who might be affected by it. In this case, the safeguards and Impact Assessment documents don’t consider the risk that Ugandan security agencies, including the army and UWA, might use funds raised from the project to engage in human rights abuses and trafficking.

This matters because countless development groups, including the Global Fund for AIDS, TB and Malaria, the Global Alliance for Vaccines and Immunization, the Red Cross and the World Bank itself– have seen millions of dollars in funding sink into Uganda’s swamp of corruption. Billions more have been siphoned out of the Treasury and the workers’ pension fund and or in inflated bids for infrastructure projects such as roads and dams.

In power for 33 years, Uganda’s leader Yoweri Museveni has hung on in part by spending funds looted from various development projects on voter bribery and harsh repression. In 2017, he sent Special Forces troops into Parliament to beat up MPs who were trying to block debate about a bill that would enable him to rule for life. One of the victims, MP Betty Nambooze, may never walk unaided again. Then in August, the same Special Forces arrested and tortured four other MPs and dozens of their supporters, including the famous pop star-politician Bobi Wine

Some of Museveni’s opposition-politician-victims, if allowed to govern, might – like the leaders of Tanzania and Kenya–do a better job of protecting Uganda’s people and its wildlife than he has. But as long as the World Bank and other donors keep allowing Museveni’s government to get away with corruption, human rights abuses and wildlife trafficking, these activities will only continue. While the World Bank continues to ignore this reality, Uganda’s prospective investors and tourists should steer their dollars towards less odious regimes.

Travel News | eTurboNews

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