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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

eTN Hero: Cordelia Igel, team leader at Vox Restaurant, Grand Hyatt Hotel Berlin

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Many of us traveling around the globe on business have travel stories to tell. I spend more than 100 fully-paid nights every year in Hyatt Hotels around the world. Doing this, you get to know a brand more closely.

I am collecting my own list of heroes and honoring each of them eTN Heroes. You cannot buy eTN Heroes, and this title is a publisher’s recommendation based on personal experience.

I realize there are so many heroes in the hospitality industry and even more in the rest of the travel and tourism industry, so my personal experience is only a very small token of well-deserved recognition.

Today, I would like to introduce Cordelia Igel, a senior team leader at Vox Restaurant at the Grand Hyatt, Berlin, Germany as the latest eTN Hero.

Travelers like me experience hotels as a second home. When something doesn’t make sense, I am always outspoken and hope my criticism is heard. I want the businesses that cater to my travel to do well.

Loving my espresso every day is a passion many fellow travelers share. For me, it doesn’t make sense when international hotels cannot see that good espresso is a major selling point. For me, it’s a major buying point when selecting a hotel.

For example, I stopped staying at the Marriott Newark Airport where the Starbucks in this hotel is only open from 6 am to 10 am.

It boggles my mind because people come in 24 hours a day because after all, it’s an airport hotel.

With travelers arriving or leaving this hotel don’t always go by Eastern Standard time.

A good cup of coffee becomes as important as a good bed or a hot shower.

The same goes for food. I select hotels where I can get my breakfast, lunch, or dinner 24/7 because my body time clock is not always synchronized with the time in the destination.

Mistakes happen, especially when you’re jetlagged. One of the worst was when I picked up a suitcase that belonged to another passenger in Tokyo after arriving from Abu Dhabi and showed up at the Grand Hyatt Tokyo with the wrong luggage. Takashi Kai, Assistant Manager at the Grand Hyatt Tokyo, was my first eTN Hero that day and managed this impossible and frustrating situation for me.

Here why I am so thankful to Cordelia Igel, the senior team leader at Vox Restaurant at the Grand Hyatt Berlin, my latest eTN Hero.

In March during ITB  I stayed at the hotel for 8 nights.

The hotel has a fantastic breakfast and a great pool/gym area along with a very central and exciting location close to Potsdamer Platz.

Rooms are a little small and average in Berlin, but acceptable. I may have been spoiled. I stayed at the Hyatt Haus Duesseldorf before arriving in Berlin during the same trip and also one night at the Park Hyatt Hamburg and loved my apartment and hotel suite. My apartment at Duesseldorf Hyatt Haus was over the top – washer, dryer, living room, bedroom, and an outside patio with a million dollar view, and enough space to entertain 100 people.

Here is why Cordelia at the Grand Hyatt Berlin is my hero. Attending a very busy trade show is always a challenge when managing a busy scheduled and sleep. My morning espresso is of utmost importance. In the past, when staying at the Grand Hyatt Hotel in Berlin, I went to Starbucks across the street from the hotel, but this year, Starbucks was no longer there.

What were my options? As a Globalist member in the Hyatt loyalty program, my breakfast is always included. Hyatt Germany is not one of the hotels forcing Globalists to take their breakfast only in the Club lounge.

The continental breakfast at the Hyatt Grand Clun is usually not comparable with the wide variety of food found at VOX restaurant.

So everything was perfect in the morning, right? Wrong!

When trying the Club lounge espresso, I should have known it wasn’t up to my standards as it was served from a push-button machine. However, not all Grand Clubs are the same. At the Grand Hyatt Seoul, Korea the Espresso machine is the best I found in the Hyatt system so far.

At the Grand Hyatt Berlin, when dining in the hotel’s 5-star restaurant VOX, a 3-star espresso is served from a push-button machine.

When I asked the lead server, Cordelia, why they are serving such a superb breakfast and offer only a push button machine-made espresso she offered a solution.

The only good espresso machine in the hotel not using push-buttons was at the hotel bar. Cordelia went to the hotel bar and personally hand-crafted a cup of real espresso for me. She also managed to bring it back within one minute after pouring. Magical!

Every morning after that, Ms. Igel knew what to do. And for that extra touch of service and not hesitating a second to go above and beyond, Vielen Dank Frau Igel, you are my eTN Hero today.

 

 

 

 

Travel News | eTurboNews

Tourism Ireland: Ensuring Ireland is “Top Of Mind”

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The second in a series of four Tourism Ireland workshops was held that will take place in France during 2019 to highlight ease of access from France to Ireland and deliver more business to Ireland’s regions in the off-peak season. The first workshop took place in Toulouse in January, with other workshops planned to take place in Lyon and Nice in the coming months.

Tourism businesses from the island of Ireland and France came together in Bordeaux this week to take part in a B2B workshop and networking event organized by Tourism Ireland. The businesses met with local travel agents to inform and educate them about the island of Ireland and, in particular, its lesser-known attractions and hidden gems.

Tourism Ireland’s manager for Southern Europe, Monica MacLaverty, commented, “Our workshop and networking event was an excellent opportunity to meet, and do business with, travel agents in Bordeaux, ensuring that the island of Ireland is ‘top of mind’ for the travel agents this year when recommending and booking holidays for their clients.

“With Aer Lingus and Ryanair flights from Dublin to Bordeaux, our aim is to highlight ease of access to Ireland for people living in this part of France. We are also aiming to drive growth to the regions and to encourage French holidaymakers to travel to Ireland in the shoulder season months.”

Travel News | eTurboNews

The pulse of Brexit Britain captured by Martin Parr

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With Britain deeply divided over Brexit, an exhibition by one of the country’s best-known and celebrated photographers, Martin Parr, vividly captures images which help one to understand what makes the country tick. New and previously-unseen photographs revealing Parr’s unique take on the social climate in the aftermath of the EU referendum, have gone on public display for the first time in a major new exhibition of his works at the National Portrait Gallery, London.

“Only Human: Martin Parr” brings together some of the photographer’s best-known works with the focus on one of his favorite subjects – people. Featuring portraits of people from around the world, the exhibition examines national identity today, both in the UK and abroad, with Parr’s characteristically-wry observations of Britishness.

Although best known for his images of ordinary people, Parr has also photographed celebrities throughout his career. For the first time, “Only Human: Martin Parr” reveals a selection of portraits of renowned personalities, most of which have never been exhibited before, including British fashion legends Vivienne Westwood and Paul Smith, contemporary artists Tracey Emin and Grayson Perry, and world-renowned football player Pelé.

 

Parr is modest and refreshingly self-deprecating. He does not judge his subjects, letting the photos speak for themselves. His works record the way the British look at themselves before and after the Brexit debate and at other moments of change. At the press preview, Parr explained that his intention was to examine identity and reflect what the British think of themselves and how others see them.

 

The exhibition charts Parr’s changing interests and perspectives as he grows older. As well as Britain in the time of Brexit, the exhibition focuses on the British abroad including photographs of British Army camps overseas, and Parr’s long-term study of the British “Establishment” including recent photographs taken at Christ’s Hospital school in Sussex, Oxford, and Cambridge Universities and the City of London, revealing the obscure rituals and ceremonies of British life.

 

Some of his new works explore the quirks of leisure activities today, a subject Parr has explored since the 1980s. Parr photographs trips to the beach, tennis tournaments – from Wimbledon to the US Open – and a day at the races, to reveal the eccentricities of everyday life. These images take the visitor on a color-saturated journey through places where public and private worlds intersect.

Other photographs capture the infectious joy of dancing, an everyday activity enjoyed by people across the globe. There are photos of men stripping off their shirts along with their inhibitions in hot and sweaty dance clubs and others taken at more formal balls in Oxford and Cambridge.

 

“Only Human: Martin Parr” also features the unforgettable self-portraits Parr has made throughout his career. For over thirty years, Parr has visited studio photographers, street photographers, and photo booths across the globe to have his portrait taken. The resulting Autoportraits raise questions about portraiture and the business of portrait photography, showcasing a range of fascinating and often humorous settings employed by professional portraitists. Works on display include his Photo Escultura, a group of shrine-like carved photo-sculptures, based on Parr’s likeness and commissioned from the last remaining traditional maker in Mexico City, which have never been exhibited in the UK before.

The exhibition also includes a pop-up café inspired by Martin Parr’s iconic food photography and the traditional British “caff.” Visitors can purchase a selection of Great British tea-time treats and beverages such as a “nice cup of tea” and a slice of Battenberg, or an exclusive “Only Human” beer created in collaboration with British craft brewery Lost and Grounded Brewers, Bristol, during the Gallery’s Friday Lates (18.00-21.00).

Dr. Nicholas Cullinan, Director of the National Portrait Gallery, London, said: “We are delighted to be able to display so many new works by one of Britain’s most widely-celebrated photographers in this major new exhibition. Martin Parr’s witty, surprising, and ingenious photographs not only reveal the eccentricities of modern life with affection and insight, they also change the way we look at ourselves, and the way we consider our relationship to the wider world. ‘Only Human’ contributes to an ongoing debate about what it means to be British in an international context and reflects on the shared cultural and social history that defines the United Kingdom during a moment of change.”

Philip Prodger, curator of “Only Human: Martin Parr” says: “Provocative, surprising, and ultimately uplifting, Martin Parr explores the great issues of our time with sensitivity, compassion, and a sense of fun. This is an exhibition that will make you think and leave you with a smile on your face.”

Martin Parr has been able to build his lifelong interest in people-watching into a successful and lucrative professional career. He loves all things British, embracing its diversity but admits to being a Remoaner and finding some extreme attitudes difficult to accept. He observed ruefully, you have to have a sense of mischief or you’ll end up crying. Parr said: “I am very excited to have the opportunity to show my work at such a prestigious gallery. One of the main themes is British identity, and given March 2019 is when we are supposedly leaving the European Union, the timing could not be better.”

Travel News | eTurboNews

Monaco Government Tourist Authority welcomes new President and Deputy Director

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A new team has been appointed, as head of the Monaco Government Tourist & Convention Authority. Mr. Guy Antognelli, former Deputy Director becomes the new President of Monaco Tourism and Mrs. Sandrine Camia, who has been serving as head of the Monaco Convention Bureau for the past seven years, becomes Deputy Director.

Mrs. Camia has a strong experience in tourism; she has been working for 20 years for luxury hotel brands including Hotel Lutetia in Paris and Hotel Martinez in Cannes, which were then both properties of Taittinger Family. She held the position of Director of Sales, Marketing and Communication for two independent luxury hotels, Hotel Royal Riviera in Saint-Jean Cap-Ferrat and Hotel Metropole Monte-Carlo. In 2011, she was appointed head of Monaco Convention Bureau and has been in charge of the promotion and development of MICE, while implementing new communication and marketing tools and ensuring the loyalty of the best customers.

Mrs. Camia about her appointment as Deputy Director: ” It is a new challenge and a recognition of the work accomplished at the Convention Bureau. These past seven years have been rich in experiences and successes.”

After a post-graduating in Finance Engineering at Nice-Sophia-Antipolis University, Mr. Antognelli started his career in a Monegasque subsidiary of a Swiss private bank, first in the back office then in the risk management and internal audit department.

During the next 10 years, he contributed to the development of an insurance company in Monaco, managing high end client portfolios using his financial expertise as well as his social skills.

In 2011, he has been appointed Head of Statistics Department of Monaco Government Tourist & Convention Authority. He has contributed to the development of this service and has extended his field of action to strategic and competitive intelligence.

In 2015 he took the position of Deputy Director and worked in closed cooperation with all services for promoting and developing tourism in the Principality.

Mr. Antognelli about his appointment as President: “This appointment is recognition of my work and a statement of trust from the Government. I especially look forward to working with the team who is dedicated to promote the destination and has achieved great results over the past years.

My aim is to lead all missions of Monaco Government Tourist & Convention Authority to ensure a high level of tourism throughout the year and maximize the economic benefits for the destination.

We have always been working closely with all partners in the Principality’s tourism sector.

We must deploy innovative tools within the framework defined for the promotion of the destination, in order to improve the good results of tourism in the Principality.”

Travel News | eTurboNews