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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.


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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.

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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

Top Easter season destinations for US travelers revealed

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Mexico, Canada and the United Kingdom are among the most popular destinations for travelers in the U.S.1 this Easter period, according to analysis conducted by travel experts.

As of 7 April 2019, more than 95,000 advanced bookings had been made2 in the U.S. through all global distribution systems (GDS) for return flights to Mexico scheduled between 16 April and 22 April 2019. Flight bookings to second placed Canada and third placed U.K stood at 44,975 and 32,515, respectively.

Amongst the top 10 most popular destinations, the ones which had seen the greatest year-on-year increase in Easter flight bookings were Spain, up 33.6% (+4615 bookings in 2018), Canada, up 25.7% (+9198 bookings in 2018) and a close third, Puerto Rico, up 25.6% (+4279 bookings in 2018).

Global distribution systems (GDS) are vast hi-tech reservation networks that allow travel agents, travel management companies and large corporations, among others, to search and book airline seats, hotel rooms, rental cars, and other travel related items.

“Mexico remains by far the most attractive destination in terms of volume, for travelers in the U.S. over the Easter period. A big reason for this is the proximity and great weather all-year round. The proximity, and some great tourist attractions land Canada at the second place. Breathtaking festive celebrations and shopping sales in U.K, boosted by affordable flight options, definitely make it a top destination.

Top Easter season destinations for travelers in Spain booked through global distribution systems

Destination Flight Bookings

Mexico 96,451
Canada 44,975
United Kingdom 32,515
Dominican Republic 32,229
Italy 25,311
China 24,636
Puerto Rico 21,008
France 20,780
Jamaica 19,215
Spain 18,369

Travel News | eTurboNews

Shopping at – where else? The Dead Sea Mall!

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When you think of the Dead Sea, do you think of a mall? What about a mall with luxury stores, an ice cream store, cafes, and even a spa?

A beautiful new mall at the Dead Sea, situated directly on the boardwalk and beach on the southern end of the salty attraction, offers both Israelis and tourists products at prices less the Value Added Tax amount. The cost of the rebate will be footed by the developer of the mall. Overseas tourists will be able to claim a double discount as they can still get a VAT rebate on many items.

The Dead Sea is the lowest point on Earth and is surrounded by the stunning landscape of the Negev Desert. The saline water of the lake gives lead to the name Dead Sea, because no fish can survive in the salty waters. The other result of the salty water of the Dead Sea is its renowned health and healing properties and the unique feature that one can float naturally in them.

There are a number of public beaches open along the shores of the Dead Sea. Popular beaches include the Ein Gedi Beach and the beach at the Ein Bokek resort where many hotels offer private beaches, and where some beaches charge an entry fee.

If for nothing else, tourists can always go in simply to enjoy the air conditioning.

Travel News | eTurboNews

The perplexing search for purplicious luggage and the perils of windmills

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April is Stress Awareness Month, but it is also National Humor Month, so I thought I’d go out on a limb and talk about something that stresses a travel bargain’s aficionado. I have Scandinavian blood, so just like the Vikings, I have a natural inclination to go out and explore the world. But I’m part Scottish, so I don’t want to pay for it.

I watch google flights like a hawk – I grab dirt-cheap first-class tickets when I see the price drop to the $500 range from Honolulu to anywhere in the Great Lakes region. First class comes with 2 bags per person, up to 70 pounds per suitcase. I have 400 Aloha-themed Christmas cards I bought for 75 to 90 percent off in January, plus all kinds of other Hawaiiana treasures to take back to the mainland.

My perplexing search for Parisian goods at Scottish prices yielded over 100 possibilities on Facebook Marketplace; however, every single seller I encountered was a scam artist. Everything I looked at was counterfeit Louis Vuitton brought over from Shanghai where the seller probably paid $20 for each piece. The Facebook ads read “Authentic Louis Vuitton,” but upon inspection, it only took 30 seconds to see these were illegal knockoffs. Realistically, what real person buys 10 Louis Vuitton suitcases for $2,700 each, then turns around and sells them for $1,000 each on Marketplace before even using them once? Nobody does that. But people do buy $20 counterfeit Louis Vuitton items in China, then illegally sell them to unsuspecting Facebook buyers in Hawaii – at an obscene mark up.

So I turned to a reputable store, one which is very popular in the American South, called Belk. They specialize in products that Baptist women with really big hair love to purchase. At least that’s what my Baptist aunts with 3-feet tall hair told me. You know, the taller the hair, the closer to God.

I found a great bargain: purple luggage set of 3, regularly $160, on clearance for $19.99. The description says the luggage “is featured in a vibrant purple hue so you never have to worry about your belongings or loosing [sic] your luggage on the baggage claim belt.” What exactly does that imply? Is it such a hideous shade of purple that nobody would caught dead with it? I don’t mind purple – the symbol of Scotland is the purple thistle, so with a few decals and gaudy embellishments they would make the perfect accessory for a red hat lady or a gay Scot.

I know a lot of women who love purple. The last time I bought a suitcase from the Aloha Swap Meet, it was purple, with hibiscus, and had the words “Aloha” and “Hawaii” printed on it. After using it to fly to Detroit, I placed an ad to sell it online – and it sold in under one minute.  So maybe purple suitcases would be something I should carefully reconsider, especially if they are prone to getting brodied by big-haired women.

When I read Belk’s small print for this item I noticed the warning: “This product may contain chemicals known to the State of California to cause Cancer and Reproductive Harm.” Are they referring to pregnant women, or are they referring to my little soldiers under the category of “reproductive harm”?  I have to keep my little soldiers unharmed just in case Dolly Parton asks me to marry her. I know she’s 73 and probably has no plan to reproduce with me, but she’s got big hair and she would really appreciate my Pride of Dixie Belk luggage. And she’s the only woman on the planet who could turn me straight. Well, maybe Jane Seymour could, but I’d need to consult my shrink first. The $64,000 question, or the $19.99 question: are the purple suitcases worth getting cancer?

There has been much buzz about Mr. President’s announcement that windmills cause cancer. I guess that’s why all the people in Holland are dead. He said it had something to do with the spinning motion.  Now, these suitcases are “spinners” meaning you can spin them 360 degrees.

I’m Scottish by culture, but my DNA is Scandinavian. Scandinavians always place a high value on safety, which is why I bought a Volvo C70 convertible. Being both Scandinavian and Scottish led me to a great existential crisis – who am I – a cheap Scot or a safety-conscious Scandinavian? Is the bargain worth the stress of possibly getting cancer?

For a few minutes I pondered the issue. Maybe the cancer was caused by the spinning action. I thought, well, if I spin them backwards, would it cure cancer?

Having lost both grandmothers to cerebral tumors, I have a lot of emotional baggage when it comes to that topic. Except for basal cell carcinoma (a common problem for blue-eyed blond Scandinavians living in Hawaii) I have lived pretty much unscathed by cancer’s evil.

In the end, the Scandinavian “safety first” side of me won out. As much as I love bargains, I might have gotten more than I bargained for from this luggage set. There is always the Aloha Stadium Swap Meet to top off my 280 pound (4 suitcases) first-class checked-baggage allowance.  Any excuse to go to the Swap Meet is a Scot’s delight.

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