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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.

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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

Beach Vacation: What you do if a shark is about to attack?

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Shark and humans

Shark attack! The United States is the most dangerous country in the world when it comes to bloody encounters between people and sharks. It’s especially true in regions where tourism is big business.

In Hawaii, children are always taught two things about the ocean and sharks.
Today a 65-year-old visitor vacationing on the Island of Hawaii was bitten on her right inner upper thigh by a shark.  The bite mark was approximately 12 inches in diameter.

She was around several hundred yards offshore and brought in prone on a kayak via bystanders and does not remember events prior to being bitten. The victim was transported in stable condition to the hospital. A helicopter conducted a shoreline check within an hour of the incident, surveying several miles of ocean and along the coastline with no shark sightings.

What children are always taught in Hawaii about the ocean and sharks is to never turn your back on the ocean because then you won’t be aware of wave swells or anything heading in your direction. They are also taught to never go in the ocean alone. You never know when you will need someone’s help or you will need to help someone in distress.

When you enter the ocean, you are going into the domain of many aquatic animals, the scariest of which is the shark. Are there ways to avoid being attacked by a shark? Here, knowledge is definitely power.

If you see a shark and it is behaving aggressively, the best thing you can do is remain calm and as motionless as possible. While it may be hard not to panic, by not thrashing the water or screaming, this will likely be the biggest factor in whether or not you may be bitten.

Don’t attract attention to yourself by wearing jewelry that shines and reflects light. It can cause sharks to mistake you for a fish in murky water.

If you see a bait ball, get out! A bait ball is when small fish swarm in a tightly packed spherical formation and is a last-ditch defensive measure when they are threatened by predators – as in sharks.

Before you even go in the water, if you see animal remains on the beach, like dead seals, fish, or whales, there are more likely to be sharks in the water.

Although a shark will be in the water at all times, they mostly hunt at dawn, dusk, and at night because the low light makes it harder for prey to see them coming, and many fish are most active at dusk. Plan your ocean activities accordingly.

Be vigilant around areas with a steep drop-off, because certain species like the great white shark will use the deep water to ambush potential prey.

If despite all your best efforts to avoid a shark, an attack occurs, punch the shark in the nose or eyes, and use anything you have (surfboard, dive tank, etc.) to put it between the shark and yourself.

Immediately seek help from others. If no one is around, use your shirt, wetsuit, surf leash, or anything long enough to tie a tourniquet above the wound on yourself or the person attacked. If the incident occurs while surfing, put the person on a board.

Stay in a group as this will deter sharks from investigating further.

When you get to the beach, keep the legs elevated by pointing the attacked person’s head toward the water as the shore slopes down into the ocean.

Apply pressure directly to the wound with a towel or shirt until emergency responders arrive.

And in the ultimate prevention, first aid and CPR classes are extremely valuable for unexpected situations like a shark attack. Preparation is key and will increase your confidence in the ocean and in life.

Here is a story on the Great White Shark Attack in Australia.



Travel News | eTurboNews

British Airways Pilots thought Edinburg was in Germany and landed in the wrong city

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Passengers at London City Airport today boarded British Airways flight BA3281 assuming they would fly to Duesseldorf, Germany but were surprised when landing they saw a sign: Welcome to Edinburg after landing at Edinburgh,  United Kingdom. Edinburg was the busiest airport in Scotland in 2018, handling over 14.3 million passengers and an unexpected landing did not raise any eyebrows.

The plane used is a Saab 2000 twin-engined high-speed turboprop airliner. It is designed to carry 50–58 passengers and cruise at a speed of 665 km/h. Production took place in Linköping in southern Sweden. The Saab 2000 first flew in March 1992 and was certified in 1994

Welcome to Edinburgh was the message after landing, when in fact every passenger expected to get off in the German city by the Rhine river instead. The flight was operated by WDL Aviation. WDL Aviation GmbH & Co. KG is a German charter airline headquartered at Cologne Bonn Airport and flies also for British Airways.

British Airways is currently working with WDL to find out why it filed the wrong flight plan and flew to Edinburg without realizing.

“We have apologized to customers for this interruption to their journey and will be contacting them all individually,” BA said in a statement.

On its final flight on Sunday, the plane flew to Edinburgh and back so it seems that someone at WDL mistakenly repeated the same flight plan for the next day, according to BA.

When the crew arrived at London City airport on Monday it is thought that they saw Edinburgh on the flight plan from the day before and followed the old flight route.

The BA statement said: “At no time has the safety of passengers been compromised. We flew the passengers on the flight with number BA3271 to Düsseldorf after the involuntary stopover in Edinburgh,”

BA declined to say how many passengers were affected by the mistake.

The plane sat on the tarmac at Edinburgh for two-and-a-half hours, before flying onto Düsseldorf.

The toilets were blocked and they ran out of snacks.

For the passengers involved, will they get compensation for the delay? And ultimately – what does this do for trust in British Airways that such a mistake can be made?

Travel News | eTurboNews