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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

Airbus received 58 orders for jets in March

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Airbus received orders for 58 jetliners in March – led by the A350 XWB widebody family in transactions that included a new customer; while delivering 74 aircraft to 40 customers from across its A220, A320, A330, A350 XWB and A380 product lines.

Pacing the month’s new business was Lufthansa Group’s order for 20 additional A350-900s, bringing its total A350 XWB orders to 45. Lufthansa Group is the biggest operator of Airbus aircraft.

Also in March, STARLUX Airlines of Taiwan signed a firm order for 17 A350 XWBs, comprising 12 A350-1000s and five shorter-fuselage A350-900 versions – becoming a new Airbus customer. The airline plans to deploy the aircraft on its premier long-haul services from Taipei to Europe and North America, as well as to selected destinations within the Asia-Pacific region.

Completing the month’s widebody new business was an order for one A350-900 from a private customer.

The single-aisle transaction in March involved 20 A320neo jetliners for an undisclosed customer.

Deliveries in March were composed of 57 A320 Family aircraft (13 in the CEO configuration and 44 NEO versions), eight A350-900s/A350-1000s, five A220s, three A330s (all in the NEO version) and one A380.

Among the month’s notable deliveries was the first A350-900 delivered to Evelop Airlines. With this aircraft – leased from Air Lease Corporation – the Spanish carrier of Barceló Group’s Ávoris travel division becomes the initial holiday/leisure carrier to operate an A350 XWB.

Other milestones in March included the first A380 delivery to Japan’s All Nippon Airways (ANA), which is the 15th operator of the world’s largest passenger aircraft. Additionally, Airbus delivered the no. 1 A330neo for an African airline, with Air Senegal receiving its first A330-900.

In the VIP sector, Airbus provided the first of three ACJ320neo aircraft for Comlux, which will now begin its cabin outfitting by the Comlux Completion centre in the United States. Comlux is the largest customer for Airbus Corporate Jets’ ACJ320neo Family.

Taking the latest orders and cancellations into account, Airbus’ backlog of jetliners remaining to be delivered as of 31 March stood at 7,357 aircraft.

Travel News | eTurboNews

Munich to Osaka now nonstop on Lufthansa

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Lufthansa launched a new service from Munich to Osaka on March 31 using an A350 aircraft. Along with the established flights operated by Lufthansa and All Nippon Airways to Tokyo, Munich Airport is now offering a second Japanese destination for the first time. With three daily connections, Munich Airport now ranks fifth in Europe in terms of flights to and from Japan.

From Europe, Japan’s third-largest city can be reached non-stop only from Amsterdam, Helsinki, London-Heathrow, Paris Charles-de-Gaulle and now Munich. Japan is one of the most important destinations in Asia – as demonstrated by the rising passenger figures. In 2018 a total of 200,000 passengers traveled in each direction between Munich and Japan.

Asian routes are the main source of growth in intercontinental traffic in the summer of 2019. “We believe that Munich Airport will establish itself as a convenient hub for travel to Asia in the coming years and see strong potential for further growth in this market segment,” says Oliver Dersch, Munich Airport’s Vice President for Traffic Development.

Lufthansa is also adding a daily connection to Bangkok starting in June 2019, complementing the existing service operated by Thai Airways. Moreover, Lufthansa is bumping up the frequency of its flights to Seoul from 6/7 to 7/7. From June onward, Lufthansa will increase its service to Singapore from five flights a week to a daily connection.

Travel News | eTurboNews

Summer Schedule 2019: Frankfurt Airport puts spring in its step

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New flight schedule to take effect on March 31 – Total flights expanding moderately

Frankfurt Airport (FRA) continues to strengthen its status as Germany’s leading international aviation hub. Starting on March 31, travelers will be able to fly from Frankfurt to a total of 306 destinations in 98 countries.

In this year’s summer season, the number of flights will increase moderately (by more than one percent) compared to last year. Seat capacity will also grow by between one and two percent.

European, domestic German and especially intercontinental flight offerings will all expand. A rise of between 1.5 and two percent of aircraft movements is expected in the intercontinental category, with seat capacity increasing by 1.5 to 2.5 percent.

 New long-haul destinations

United Airlines will introduce daily services to Denver (DEN) in early May. Lufthansa will also offer a once-daily flight to DEN, while adding Austin (AUS), Texas as a new destination in North America. Cathay Pacific is increasing the frequency on its Frankfurt-Hong Kong (HKG) route, thus bringing the total to three services a week. Qatar Airways will offer more seats on one of its two daily flights to Doha (DOH), which will now be operated by an Airbus A380.

The intercontinental connections available from Frankfurt are marked by an impressive diversity, serving a total of 137 destinations. Lufthansa is continuing the new services introduced last winter to Cancún (CUN) in Mexico and Agadir (AGA) in Morocco. Condor will retain its flights to Kuala Lumpur (KUL) in Malaysia while stepping up the frequency to Phoenix (PHX) in the U.S., Calgary (YYC) in Canada, and Mombasa (MBA) in Kenya. Air India will also maintain its Frankfurt-Mumbai (BOM) route.

More connections to Turkey from FRA

Holidaymakers who wish to spend their vacation in Turkey have quite a few options to choose from: 11 airlines will now fly from FRA to a total of 15 destinations in that country, 15 percent more than before. They include a new service to Bodrum (BJV) by Lufthansa, which is also adding two other European holiday destinations: Heraklion (HER) in Greece and Tivat (TIV) in Montenegro.

Lufthansa will also continue flying to the new destinations it inaugurated last winter. Among them are Thessaloniki (SKG) in Greece, Trieste (TRS) in Italy, and Tromsø (TOS) in Norway. The airline is also adding more frequencies to Tirana (TIA) in Albania and Sofia (SOF) in Bulgaria, as well as Palma de Majorca (PMI) and Pamplona (PNA) in Spain. German leisure carrier TUIfly is strengthening its services from Frankfurt to Lamezia Terme (SUF) in Italy, Larnaca (LCA) in Cyprus, and Djerba-Zarzis (DJE) in Tunisia. In late March, Ryanair will add more services to Dublin (DUB), the Irish capital, bringing the total to 12 a week. Altogether, the total number of European destinations served from FRA will climb to 154, and within Germany to 15.

The impact on Frankfurt Airport of recent airline insolvencies is negligible. Flybmi will no longer be serving Bristol (BRS) in the United Kingdom and Jönköping (JKG) and Karlstad (KSD) in Sweden but because the aircraft used on those routes had only limited passenger seating their cancellation is only minimally affecting FRA’s total capacity. Nor are the failures of two other airlines, Germania and Small Planet Germany, having more than a very slight effect on total traffic. 

Good preparation for a positive travel experience

The moderate growth in flight movements is fully in line with the expectations of Fraport, the operator of Frankfurt Airport. To handle the increase, Fraport has been hiring more staff and allotting more space for additional security checks during the summer season. Nevertheless, passengers may still experience processing delays on peak days. They are therefore advised to check in online before leaving home, arrive at the airport at least two and a half hours before departure, and then head immediately for the security checkpoint. Travelers intending to drive to the airport and leave their vehicles there can book parking spaces online in advance. Passengers are also advised to observe the airlines’ rules on cabin luggage. Fraport recommends taking as few carry-on items as possible. Information and pointers on travel and carry-on luggage can be found at www.frankfurt-airport.com.

Travel News | eTurboNews

Lufthansa launches seven new European destinations from Munich

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During this year´s summer flight schedule Lufthansa launches seven new destinations in Germany and Europe. There are several weekly flights to Strasbourg and Rostock for the first time, and the offer is being extended to Spain, France, Italy and Croatia. “The summer timetable offers business travellers important connections via Munich to the rest of the world. Holidaymakers can also look forward to attractive new holiday destinations, especially around the Mediterranean,” says Wilken Bormann, Lufthansa CEO Hub Munich. Lufthansa is flying from Munich to 140 destinations in 46 countries this summer. These include 113 destinations in Germany and Europe that can be reached non-stop from the southern Lufthansa hub.

On April 9, Lufthansa will be taking off from Munich to Strasbourg for the first time. As the seat of the European Parliament, the city in Alsace is an important business destination. But Strasbourg is also interesting for short-term holidaymakers: The old town is a UNESCO World Heritage Site. The Bombardier CRJ900 brings passengers to Strasbourg five times a week, offering an optimal option for business and leisure travelers.

Alicante is on the Munich flight plan for the first time on April 12. An Airbus A320 will fly to the port city on the Costa Blanca three times a week.

Until now, Tivat has been considered a little-known holiday destination. Now, a less than two-hour flight links the city in Montenegro to Munich. Steeped in history, Tivat is located near the Bay of Kotor and, with its historical settlements by the fjord-like bay, is a UNESCO World and Natural Heritage Site. From April 13, Lufthansa will be taking off in an Airbus A319 to Montenegro every Saturday.

After a long break, Rostock/Laage is back on the Lufthansa flight schedule. From May 1, the CRJ900 will be flying from Munich twice a day and on every Sunday afternoon. Transfer passengers have optimal connections to the worldwide Lufthansa network in Munich.

Also new in the timetable is Biarritz. The seaside resort on the French Atlantic coast will be served every Saturday from May 25 with a Bombardier CRJ900. The legendary holiday destination offers long sandy beaches and is an Eldorado for surfers.

For the first time, northern Croatia is just an hour’s flight away from Munich: Rijeka is the name of the new Lufthansa destination, which is considered the gateway to the Croatian islands. On Saturdays, also from May 25, a Bombardier CRJ900 will fly to the Kvarner Gulf region.

Tourists can now also reach Rimini on the Italian Adriatic coast directly from Munich with Lufthansa. A CRJ900 will touchdown at the popular holiday destination every Sunday from May 26.

Travel News | eTurboNews

Everyone counts – ‘She Means Business’ digs into diversity at IMEX 2019

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Anne Kjaer Riechert, keynote speaker at She Means Business

Carina Bauer, CEO of the IMEX Group, says: “The meetings industry has both a desire and a need to understand and reflect human diversity more fully. I believe that over the past few years, we have seen much greater interest in, and understanding of, these issues and opportunities. The next step is to start to more consciously and consistently factor in a more diverse range of people into meetings, events and conference programmes, with the goal that this becomes second-nature for all of us over time.”

Diversity and inclusion are the linchpin of She Means Business, created in partnership with tw tagungswirtschaft and part of EduMonday, a programme of free learning and development taking place on Monday 20 May, the day before IMEX in Frankfurt opens.

eTN Chatroom: Discuss with readers from around the world:

Anne Kjær Riechert, co-founder of a non-profit social enterprise teaching digital skills to refugees and migrants, launches She Means Business – and EduMonday – with a keynote, sponsored by H-Hotels and open to all EduMonday attendees. In her keynote ‘Grit and Grace’ Riechert will share the story of how she founded and grew the ReDI School of Digital Integration and her work as mentor and ambassador for the Grace Female Accelerator which supports female-led start-ups.

Men – your voices are important too

She Means Business then continues with an afternoon of sessions where women – and men – from across the world will share their experiences and lessons on gender equality or other diversity challenges. Senior Executives from organizations including PWC, Deutsche Bank and Lufthansa HR Management, Eurometropole de Strasbourg, Rwanda Convention and Melbourne Convention will be among the speakers.

Planners, buyers and other visitors can then explore destinations, venues, tech providers and more at IMEX in Frankfurt from 21 – 23 May 2019. Among the many exhibitors already confirmed are New Zealand, Senses of Cuba, Barcelona Convention Bureau, Visit Brussels, Kempinski Hotels, Meliá Hotels and Latvia.

During the three days of the IMEX trade show, buyers can meet with more than 3,500 suppliers from every sector of the global meetings and events industry.

She Means Business, part of EduMonday, takes place on Monday 20 May, the day before IMEX in Frankfurt, 21 -23 May 2019. It’s free to enter once you’ve registered for IMEX in Frankfurt.

Lufthansa and Fraport Extend Ground Handling Partnership at Frankfurt Airport

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Deutsche Lufthansa AG is entrusting Fraport AG Ground Services with the provision of ground handling services to all Lufthansa aircraft at Frankfurt Airport for another seven years. On Thursday (December 20), the two companies signed a respective contract, to become effective on January 1, 2019, and run until March 31, 2026. Both partners agreed not to disclose the contract volume.

Fraport AG’s executive board member and Labor Director Michael Müller said: “We are pleased to extend the long-standing and successful partnership with Lufthansa as our most important customer at Frankfurt Airport. Following a series of constructive talks, we submitted a competitive offer. The new agreement contains an extensive package of services and agreed quality standards.”

Under the agreement, Fraport’s ground handling unit will be responsible for a range of services, including loading and unloading of Lufthansa passenger aircraft, baggage and cargo transportation, passenger bus transfers to and from the aircraft, as well as pushback, supply and waste disposal services.

The two partners have defined a number of key priorities in the new agreement, with a focus on punctuality, transfer quality, baggage claim times and standards for process stability. This will contribute to ensuring Frankfurt Airport’s position as a leading aviation hub, now and in the future.

Moreover, Fraport and Lufthansa plan to implement a number of innovations in various processes over the term of the agreement, all aimed to further raise ground handling efficiency and continuously enhance service quality.