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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

Ghana Tourism makes money on selfies

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Ghana Tourism is a big business and full of surprises. This is also true for  Mr Guru, Ghanaian,  a comedian who went to Facebook after being asked to pay GH¢4.00 , what is a little less than a US-Dollar when he wanted to take a photo when crossing Kwame Nkrumah bridge.

In his Facebook message he addressed the Ghana President: “Your Excellency Mr. President, this is the receipt given to me today 19th April 2019 at Adomi bridge as a fee for pictures I wanted to take as a Ghanaian on the bridge Kwame Nkrumah built and which Mahama renovated.

The people in charge told me that the order is from the President, that even if you want to take selfie it’s 2gh per person. Your Excellency if indeed you authorized this God forsaken tax then am disappointed in you. How much do Ghanaians pay when they travel to Dubai, China, American, etc yet those countries are 100× developed. Even China’s world’s longest 30 miles sea bridge to Hong Kong is free, what is happening? What a shame!!!!

It’s said; there is no free lunch anywhere. Henceforth, you may have a good phone with a good front camera but you may have to pay between GH¢2.00 and GH¢4.00 to pose for a picture on Kwame Nkrumah’s Adomi Bridge.

One of the longest bridge on the Volta Lake in Ghana built some decades ago was recently renovated to avert any possible danger to the lives of motorists.

The government instituted the levy as a measure to rake in some revenue to sustain its numerous projects hence a levy on the bridge.

Tourists have taken to social media to cry over the levies expressing disappointment at the move by government.

Johannes Nartey Mr Guru, Ghanaian comedian took to Facebook  to lament after being asked to pay GH¢4.00

 

Travel News | eTurboNews

African Game Rangers: Key conservation tourism partners in stress

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Wildlife is the leading tourist attraction and source of tourist revenue in Africa other than rich historical and cultural heritage the continent has been endowed with.

Wildlife photographic safaris attract millions of tourists from Europe, America and Asia to visit this continent to spend their holidays in wildlife protected areas.

Despite its rich wildlife resources, Africa is still facing poaching problems which had so far, frustrated conservation of wildlife despite the efforts on place to arrest the situation. African governments in collaboration with global wildlife and nature conservation organizations are now working together to save the African wildlife from extinction, mostly the endangered species.

Wildlife rangers in Africa are the number one conservation partners who had committed their lives to protect the wild creatures from human miseries, but working at risk from humans and the wild animals which they had committed to protect.

The rangers are facing numerous psychological pressures leading to potentially serious mental health implications. They are frequently subjected to violent confrontations inside and outside their work.

Many rangers see their families as little as once a year, causing immense stress to personal relationships and the mental strain.

In Tanzania, for example, a community leader was killed by a suspected poacher in an attempt to prevent poaching in the Tarangire National Park, the famous wildlife tourist park in northern Tanzania.

The village leader Mr. Faustine Sanka had his head cut off by a suspected poacher who, disastrously ended the life of the community leader near the park in February this year.

Police said that the brutal killing of the village chairman, Mr. Faustine Sanka was done just to frustrate anti-poaching in Tarangire National Park which is rich in elephants and other big African mammals.

The suspected poachers killed the village leader by cutting off his head using a sharp instrument. After killing him, his body was wrapped in a plastic bag and his motorbike he was riding was left there, police officers said.

Early in April last year, suspected member of an armed militia gunned down five wildlife rangers and the driver in Virunga National Park in the Democratic Republic of Congo.

It was the worst attack in Virunga’s bloody history, and the latest in a long line of tragic incidents in which rangers have lost their lives defending the planet’s natural heritage, conservation media reports said.

Despite a growing awareness of the vulnerability of many of the world’s most beloved and charismatic species such as elephants and rhinos, there is little awareness and virtually no research into the stress and possible mental health implications for those tasked with defending them, conservationists said.

“We have got to take care of the people that make a difference,” said Johan Jooste, head of anti-poaching forces at South Africa National Parks (SANParks).

In real fact, more research has been conducted on post-traumatic stress disorder (PTSD) among elephants following a poaching incident than on the rangers protecting them as well.

Wildlife conservation experts further said that 82 percent of rangers in Africa had faced a life-threatening situation in the line of duty.

They described challenging working conditions, community ostracism, isolation from family, poor equipment and inadequate training for many ranger, low pay and little respect as other life threats facing African rangers.

The Thin Greenline Foundation, a Melbourne-based organization dedicated to supporting rangers, has been compiling data on ranger deaths on the job for the last 10 years.

Between 50 and 70 percent of the recorded wildlife ranger deaths in Africa and other wildlife rich continents are carried by poachers. The rest percent of such deaths are due to the challenging conditions rangers face every day, such as working alongside dangerous animals and in perilous environments.

“I can categorically tell you about the 100 to 120 ranger deaths we know of each year,” said Sean Willmore, founder of the Thin Green Line Foundation and president of the International Ranger Federation, a non-profit organization overseeing 90 ranger associations worldwide.

Willmore believes that the true global figure could be much higher, since the organization lacks data from a number of countries in Asia and the Middle East.

Rangers in Tanzania and rest of East Africa are facing the same, life threatening situations while on duty in protecting the wildlife, mostly in national parks, game reserves and forest conserved areas.

Selous Game Reserve, Africa’s largest wildlife protected area has not been spared from such ugly incidents facing the rangers. They work in harsh conditions, traversing hundreds of kilometers on patrol to protect the wildlife, mostly elephants.

Full with stress and psychological problems, the rangers conduct their duties with full commitment to ensure the survival of wildlife in Tanzania and Africa.

In Selous Game Reserve, rangers live far away from their families; succumb to life risks including attacks by wildlife and poachers from neighboring villages, mostly those killing the wild animals for bush meat.

Communities neighboring this park (Selous) have no other source of protein more than bush meat. There is no livestock, poultry and fishing in this part of Africa, a situation which drives villagers to hunt for bush meat.

Rangers in this park as well, suffer from psychological stress from work. Most of them have left their families in towns or other localities in Tanzania to protect the wildlife in the Selous Game Reserve.

“We have our children living alone. I don’t know if my children are doing well in school or not. Sometimes we don’t communicate with our families far away taking into account that no communication services available in this area”, a ranger told eTN.

Mobile phone communication, now the leading source of inter-personal contact in Tanzania, is no longer available in some areas of the Selous Game Reserve due to geographical locations.

“Every everyone is like an enemy here. Local communities are looking for game meat, poachers are looking for trophies for business, the government is looking for revenue, tourists are looking for protection against robbers and all like that. This burden is our backs,” the ranger told eTN.

Politicians and wildlife managers are driving posh cars in big cities enjoying high class lifestyles, banking on hardships the rangers are currently facing.

Travel News | eTurboNews

What smart travelers know

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A record-breaking number of Americans are traveling, but most are unprepared for the journey – more than 90% of US travelers don’t know their rights, according to AirHelp, advocate for air passengers.

For easy reference, they have compiled a brief overview of U.S. air passenger rights below, along with insider tips for smart travelers. Knowing your rights could make you eligible to claim compensation. These include what to do regarding:

  • Flight Delays
  • Cancellations
  • Bumping, Denied Boarding and Overbooking
  • Lost Luggage
  • Missed Connections
  • When to fly
  • How to pack
  • And more

Disruptions: If you are flying within the U.S. and you are denied boarding due to an overbooked flight, you may be eligible to claim 400% of the one-way fare to your destination in compensation, of a value up to $1,350. Also, for flight cancellations or lengthy delays, if you’re flying to the EU on an EU airline, or departing from an EU airport, you may be eligible to claim up to $700 per person in compensation under European law EC 261.

Lost Luggage: Did you know airlines that lose or damage travelers’ luggage are obligated to pay out compensation of $1,500 – $3,500 to impacted passengers and reimburse them for lost items? Many travelers are unaware of these rights. Whether a traveler is flying within the U.S. or to one of the other 120 countries that ratified the Montreal Convention, if that person experiences luggage issues while traveling, they may be entitled to compensation under air passenger rights laws, including U.S. national law and the Montreal Convention. In order to successfully get the compensation that they are entitled to, a passenger must file a claim before leaving the airport. Travelers should fill out a Property Irregularity Report (PIR) claim for misplaced luggage, including the case number of their bags. The more detailed the claim, the better off that passenger will be, including an itemized list of the contents of their luggage, including the value of each item.

Missed Connections: If flights are booked together under one reference code, passengers can claim $300 – $700 in compensation from the airlines if they miss a connecting flight due to an earlier disruption under EC 261.

Fly during off-peak days or times to avoid the largest crowds at airports. The late night flights are often the least crowded, which means that your flight may be less likely to be overbooked, and your wait time at security will be shorter.

Consider flying out of alternate airports, if your airport is known to have delays. If flights from one airport typically experience significant disruptions, you can anticipate the new screenings will create longer lines at security and additional delays. Look into flights through different airports that fit your travel needs.

Leave extra time for traveling to the airport. No matter when people are traveling, they should anticipate traffic near the airport and overcrowding inside, thanks to overtourism. Pack the car with your luggage the night before departing to help save precious time the day of. Schedule extra time for driving, plan to arrive at the airport at least three hours before takeoff, and be sure to leave ample time to get through lines at security in case of large crowds. If it is easy enough, travelers can also consider public transportation to eliminate parking fees and cut costs.

Be ready for longer lines at security. With larger flights, waiting for luggage can take a lot of extra time at the airport. For short trips, travelers may consider using only a carry-on item, as long as all items fall under TSA requirements.

Strategically pack your luggage to have your ID and all liquid items at the top so that they’re easily accessible to TSA staff.

Pack larger electronics at the top. In July 2018, the TSA announced rules that require electronics larger than a cellphone to be placed in separate screening bins. If you’re one of the many travelers who are opting to bring bags on board rather than pay money to check them, pack larger electronics at the top so they’re easy to remove and place in a separate screening bin.

Consider wearing a pullover jacket or sweatshirt instead of a zip-up – this will allow you to quickly get through security without having to worry about removing articles of clothing.

Bring chargers and extra entertainment for the airport. Sometimes, flight disruptions are inevitable, so consider packing an extra phone charger and book to take on the flight.

Travel News | eTurboNews

African Tourism Board : First three source markets revealed

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The African Tourism Board is active in promoting the African Continent as one destination in the United States, Israel, and India. ATB invited three PR and marketing experts from these three source markets to speak at the ATB launch event on April 11 during WTM in Cape Town.

African Tourism Board Members will be invited to receive a full fledge representation through ATB offices in New York, Tel Aviv and Delhi on a national, regional or local basis Stakeholders including CVB’s, hotels and safari/ tour operators can also participate independently.

In addition,  ATB is already talking to partners in various European countries and China.

Services will include a phone hotline, effective media outreach,  sales missions, and local events. Each office will have the capacity to start with at least 10 African companies or destination and can expand as needed. Acceptance is based on a first comes first basis.

The cost-sharing concept should lower the investment for up to 90% compared to current models of independent and competing marketing representations. It would allow medium to smaller companies and destinations to stay competitive.

“The idea is not only to save money but also to offer Africa tourism without borders.  We are not planning to compete with national tourism offices, but like to enhance services and offer an effective outreach also for those that didn’t have the opportunity due to budget restraints.

Our connection with media, trade, and influencers is a win-win for Africa. We are excited,” said interim Chairman Juergen Steinmetz.

For more information on the African Tourism Board and on how to join or participate at the launch go to www.africantourismboard.com

Travel News | eTurboNews

Developing safety and security for children during travel

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Safety and security are always a concern of the travel industry, no matter who the traveler might be. A major issue when dealing with children is their safety and security. In the case of young travelers, the situation becomes even more difficult and emotional. There are many reasons for this heightened need for safety and security.  Among these are:

1)   Children are perceived to be more vulnerable

2)    Most people tend to be highly protective of children

3)    The legal ramifications of injury to a child may be even more severe

4)    Children evoke emotional reactions, and these emotions may crowd out rational thinking

Child safety and security tends to become the responsibility of three groupings:

1)   The child or young adult

2)   The parent of guardian of the child

3)   The host institution

The following is a partial list of precautions that all of us need to take when dealing with the child segment of the travel market. To help provide a safer ambiance for family vacations, consider some of the following.

Just as in the case of marketing efforts, tourism security efforts need to segment the market into at least four age brackets. Some suggested brackets might be: (1) new borns-2 years, (2) 3-7 years, (3) 7-12 years, and (4) teenagers until the legal age of 18. The essential issue is to realize that while both a 17 year old and a 2 year old are legally both minors, from a safety, security, and sociological standard, they operate in a very different ways and require very different guidelines. To help maintain these various groups safe and sound Tourism Tidbits offers the following suggestions. It should be noted that these are only a few suggestions of the many that are needed, and final decisions should be made by an onsite professional.

– Keep video cameras going. In case a child is lost (or Heaven forbid kidnapped), a video camera may be an excellent tool in locating the child.

– In places where adults and children mix, consider the use of ID bracelets being offered at the time of ticket purchase. You can use the ID bracelet either as a check-in/check-out device or give them away as a souvenir. In either case, should the child be lost, the security agent will have a name and phone number to call.  It is a good idea to place both the local and home number on the bracelet.

– In areas that have special young people’s sections, make sure that it is only children who enter. Adults should not be allowed into a children’s section. If an adult is needed there in case of an emergency, he/she should only be allowed to enter accompanied by a trained security agent.

– Develop policies on older children or unaccompanied minors. Younger children may be less of a problem than older children (12-17 years of age). These are guests who are legally still minors but can often do a great deal of damage or may demand that they be treated as adults even though such treatment is against the law. Make sure that all personnel are familiar with your business regarding minors’ safety and behavior of and with minors. Employees need to know:

–      policies and laws that specifically deal with people under the legal age of maturity

–      how to handle an angry or non-compliant minor

–      how to handle someone who may be making a scene

–      -when to actively intervene or call for additional help

–      how to check IDs without offense – a person’s ID is checked and questioned as to the whereabouts of his/her parents

In the hour before closing, it is very important to make sure that unsupervised young people are accounted for. In cases where the young person falsely believes that he/she is grown-up, ask for both a driver’s license and a social security number.

– Be aware of child abandonment/abuse. A form of child abuse is abandonment of a child. Train personnel to be on the lookout for all forms of child abuse. For example, if an adult is hanging around other people’s children asking for that person’s ID, turn security cameras on the person and attempt to get the license number of the vehicle being driven. The more information you have, the easier it will be for the police to act should there be a problem. Do not assume that a child abuser will return the next day. It may be weeks or months, or never, until that person returns.

– Develop cooperative information centers. Work with local police departments, hotel associations, and other attractions so that information can be passed between security departments rapidly and easily.  Remember people judge a locale on just one negative incident. When something goes wrong in one place, it can affect the entire local tourism community.

– Be careful of safety concerns.  Do a safety analysis; look for and correct such things as: glass doors against which inadvertently a child may run into, issues of food safety, or balconies over which a child may climb and jump.

Dr. Peter Tarlow is part of the Safer Travel Program by eTN. More information
www.safertravel.com 

Travel News | eTurboNews

Maldives Tourism: Changes needed say local travel industry leaders

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The Corporate Maldives blog recently published an interesting analysis on how tourism leaders in the Indian Ocean Island Republic think.

The information sheds some light on what tourism professionals think, do and what issued they have in running the largest industry in the country during politically difficult times.

Tourism is the largest industry in the Maldives making the biggest contribution to the GDP of the country. In order to further understand the views of those who are not from the country on Maldives, our team conducted a research through social media. Our research showed that many people thought of Maldives as an intense and expensive destination that only the rich can afford. Due to this, we had a sit-down with Mr. Ibrahim Inad, former Director of Sales at Velaa Private Island Island to discuss ways to change the mindset of such people and to market Maldives in the most effective ways possible. Below listed are the 5 key components he believes are required to be changed in order to properly promote our destination.

1. Finding a new concept in destination marketing

Maldives resorts are mainly made to fit into the concept of one Resort in one Island. Every resort markets itself as a seclusive getaway to get away from the hustle and bustle of the busy world. Mr. Inad believes that it is more than about time that this concept changes and we get introduced to newer concepts. He acknowledged the CROSSROADS project as it is a multi-island resort development project. He requested other companies to find inspiration from the CROSSROADS project and bring about a change in the concept of Maldivian resort tourism.

CROSSROADS project which spans 9 islands and boasts 1,300 rooms and a retail space of over 11,000 sq m

2. Recognize demand level to know how to supply

With each passing year, more and more resorts are being opened, hence increasing the competition within the industry. However, how many of us actually took the time to think about whether or not we actually needed all these new resorts or not? According to Mr. Inad, with regards to the amount of tourists that visit Maldives on a yearly basis, we do not exactly need to open newer resorts every year without being able to have proper occupancy rates in the existing ones. He added that we should first let the demand grow to a point where we are unable to host anymore tourists, and that’s when newer resorts should join the market.

Angsana Velavaru

3. Know your competitors

When looking to promote the tourism industry of Maldives, we also need to consider that we have competitors who offer similar services in similar environments. Mr. Inad explained that it is wisest to keep an eye on our competitors to learn about their moves in order to come up with better strategies in marketing Maldives.

Sugar Beach, Sun Resort in Mauritius

4. Promote celebrations for special occasions

Mr. Inad shared that while working in Velaa, he found that many chose to visit Maldives for occasions such as their birthdays, Christmas, Easter, New Year and more. It is not a secret that so many resorts host exciting and marvelous celebrations for the previously mentioned occasions. This could be used as a point in our marketing strategy and in creating a position for ourselves in the market. Once we are able to develop ourselves as such a destination, we will be able to make ourselves a name in this cut-throat competition the industry puts forward.

Christmas tree at Kuredu Island Maldives Resort

5. Make use of digital marketing

While conducting the social media research, one thing we were able to gather was how people of our competing countries, used any opportunity to promote the cheap services available at their countries. They made sure to prove to convince people that their country was worth visiting. According to Mr. Inad, this sort of digital marketing is one aspect we really need to work on. If we, as individuals, promoted all sorts of tourism in the Maldives, it would reach a greater audience and hence, aid in bringing in more tourists to the country.

A phone displaying social media apps which can be used in digital marketing

So many more things need to change in order for our country to keep developing. We need to do proper marketing and show the world that we have the luxury to offer for all classes rather than just the high-end population of the world. We should make them feel like they do not need to have a luxury branded things in order to access the beauty Maldives has to offer. Once the correct message has been delivered, even more tourists will keep visiting the country and we shall keep improving more and more. Maybe one day will be able to become a destination able to compete with the biggest markets in the world.

Travel News | eTurboNews

Is there a right way to take a Staycation?

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Can you really not go anywhere and call it a vacation? Even more importantly, can you take time off, stay at home or go away, and unplug from the office? As the Staycation enters its second decade, what’s changed and made it an attractive alternative for many families?

“The Staycation became a thing after the 2008 crash when many families simply didn’t have the resources to take that trip to Disney World or the rental fee for that lakeside cabin or ocean cottage, so they stayed at home for vacation,” said Peter Hans, president of Discovery Map International since 2005. “This year, there are a number of families who didn’t quite get as large a tax return as they had in years past. Consequently, the Staycation is back on the table for some families.”

While the Staycation may be in its second decade, the ground rules for fun and stress-free breaks remain pretty much the same. For starters, no contact with your office allowed. Just because you’re not going away for an extended trip is no reason to be calling in to the office. Time off is meant for you to rest up and recharge your batteries. You can’t do that if you’re never mentally away.

Hans said: “You also want to limit your computer time. Remember, you’re on vacation. Restrict your computer time to researching potential day trips. NO E-MAIL, unless you’re being sent a confirmation or reservation number.”

He also recommends not setting an alarm if you don’t have to. Remember, you are on nobody’s schedule but your own. You also want to limit your household chores that week unless you’re specifically taking the week off to complete a project, e.g. painting your house, keep your home chores to a minimum. That doesn’t mean let the dishes in the sink stack up. Just don’t sweat it if the lawn goes a few days without being cut.

Additionally, a rather bold suggestion for your Staycation is: Leave your cell phone off unless you need to use it. Said Hans, “Your phone can be handy if you’re traveling with other families or your group splits off into two’s. So, leaving it home is not practical. Just make sure you don’t take calls from anybody not in your vacation group. If you’re curious or worried about an emergency, just check the voice mail they leave.”

Continued Hans, “If you were on a cruise ship you wouldn’t answer a call from the office. Your Staycation deserves that same respect. Remember, you work hard for your time off and you owe it to yourself — your family and — believe it or not, your employer to come back rested and ready with your batteries fully recharged.”

For more information on Discovery Map, visit discoverymap.com.

Travel News | eTurboNews