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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

U.S. Travel honors its 2019 Travel Champions

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The U.S. Travel Association on Wednesday announced the recipients of the sixth annual Distinguished Travel Champion Award: Sen. Catherine Cortez Masto (D-NV), Chairman Peter DeFazio (D-OR), Sen. Rob Portman (D-OH), Rep. Tom Rice (R-SC) and Acting Under Secretary of State for Economic Growth, Energy, and the Environment Manisha Singh
Each is being honored for his or her exceptional leadership in advancing and protecting policies that strengthen travel to and within the United States.

U.S. Travel will present the awards today at U.S. Travel’s Destination Capitol Hill—the travel and tourism industry’s premier legislative fly-in event dedicated to educating policymakers about the power of travel and showcasing the industry as one of America’s most vital economic sectors.

“We always say that travel is neither a red or blue issue,” said U.S. Travel President and CEO Roger Dow. “This year’s Distinguished Travel Champions have a deep understanding of travel’s contributions to the American economy, and have consistently reached across the aisle to advance sensible policies that grow travel, enhance security and trade, and keep our economy moving.

“Our winners’ dedication to securing Brand USA’s long-term reauthorization, overhauling America’s infrastructure systems, preserving our national parks, rebranding and expanding the Visa Waiver Program, and upholding our nation’s Open Skies aviation agreements strengthen travel’s role as job creator and economic engine.”

Sen. Catherine Cortez Masto (D-NV)

Since entering Congress just two years ago, Cortez Masto has quickly become an advocate for the travel industry and a top congressional champion of Brand USA. Her tireless work and dedication to ensuring the reauthorization of Brand USA, a program crucial to the United States’ travel promotion and planning, is invaluable.

Said Cortez Masto: “I’m honored to receive the 2019 Distinguished Travel Champion Award. I say it all the time, Nevada is the gold standard for tourism and hospitality. We draw tourists to the Las Vegas Valley and from the pristine waters of Lake Tahoe to the scenic peaks of the Ruby Mountains. I’m so proud to support our $60 billion tourism economy and the jobs it supports in Nevada. As Senator, I’ll continue to fight for policies like Brand USA and those to increase efficient travel that strengthen our tourism industry for years to come.”

Chairman Peter DeFazio (D-OR)

DeFazio’s commitment to overhauling infrastructure systems within our country is crucial to increasing connectivity and facilitating travel growth across America. He has also undertaken laudable efforts to end the practice of diverting “9/11” security fees to other programs unrelated to air travel security.

DeFazio’s dedication to his home state’s $11.8 billion travel and tourism industry is commendable, as is his work to ensure local travel leaders have a voice in the state’s transportation planning.

Said DeFazio: “I am proud to be this year’s recipient of the U.S. Travel Association’s Distinguished Travel Champion Award. Travel and tourism promote economic prosperity, create jobs, and strengthen our national security through improved international relations. As Chairman of the Transportation and Infrastructure Committee, I am working hard to modernize our nation’s airports, increase federal investment in infrastructure, and ensure we remain on the cutting edge of innovation as it relates to transportation. All of these improvements will help encourage increased travel and tourism.”

Sen. Rob Portman (R-OH):

Portman’s leadership on national parks issues, as well as many other important fiscal issues facing the country, is vital to the preservation of our public lands and the continued growth of the American economy.

Portman led efforts to pass the Restore Our Parks Act and to establish a dedicated source of funding for the $12 billion deferred maintenance backlog that will help ensure the viability of our parks for generations to come. Our national parks are some of the biggest draws for domestic and international travelers, and countless “gateway” communities across the country rely on well-maintained parks and robust visitation.

“It is an honor to receive the U.S. Travel Association’s 2019 Distinguished Travel Champion Award,” said Portman. “If we want our national parks to be here for generations of travelers to come we must address the nearly $12 billion backlog in long-delayed maintenance projects at the National Park Service. I’ve seen this maintenance backlog firsthand at national park sites in Ohio, and it underscores why we must pass my bipartisan Restore Our Parks Act to ensure that that the National Park Service has the resources to continue preserving American treasures. I look forward to working to get this legislation across the finish line.”

Rep. Tom Rice (R-SC):

Rice’s co-sponsorship of the JOLT Act and commitment to strengthening and expanding the Visa Waiver Program is crucial to enhancing U.S. security and economic competitiveness.

Rice’s efforts to support towns and cities in his district devastated by Hurricane Florence, including tourism-dependent communities such as Myrtle Beach, have been critical.

“I am honored to receive the U.S. Travel Association’s 2019 Distinguished Travel Champion Award,” said Rice. “I will continue to advocate for policies that will support American jobs, strengthen national security, and grow South Carolina’s tourism economy.”

Acting Under Secretary of State for Economic Growth, Energy, and the Environment Manisha Singh:

Singh has undertaken crucial efforts to uphold our country’s vital Open Skies aviation agreements, increase financial transparency and protect the interests of all U.S. aviation stakeholders. She has worked hard to elevate the travel industry as an essential export and economic driver.

Said Singh: “I’m honored to receive U.S. Travel’s 2019 Distinguished Travel Champion Award. The U.S. State Department is pleased to support the U.S. travel industry and American jobs by negotiating and helping to enforce Open Skies aviation agreements that bring flights, travel, and business to the United States from around the world.”

Travel News | eTurboNews

Grange Pen to get a J$960 million infrastructural upgrade

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The Jamaica Tourism Enhancement Fund (TEF) is investing a little under $J1 billion for the Resort Squatter Settlements Upgrade Project for the community of Grange Pen in St. James.

The Housing Agency of Jamaica (HAJ) will oversee the infrastructural upgrade for the regularization of 535 households in the community. This is equivalent to approximately 8000 square feet per lot.

Speaking at the ground-breaking ceremony for the project on March 29, Tourism Minister and Member of Parliament for the area, Hon. Edmund Bartlett said the project was started in 2010 as part of the then Government’s mission to provide housing solutions for workers in the tourism industry through the TEF.

“We are going to be building a level of development that you have never seen before in this parish…We have proposals for participants, RFPs [request for proposals]out for public-private participation for us to build those houses for the people – primarily workers of the tourism industry,” said the Minister.

The general scope of works, which will take place over a 24-month period, includes: road scribing and paving, draining infrastructure, construction of a sewage treatment plant, water supply connection to the National Water Commission, electricity distribution, and land titling.

A highway will also be created from Grange Pen through Barrett Hall to Greenwood, signaling the next phase of the development for the area. The Minister also shared that upon completion, the community of Grange Pen will be renamed.

In his first ever public address as Minister of Economic Growth and Job Creation, with responsibility for housing, Senator the Hon. Pearnel Charles Junior added that, “it is perhaps everyone’s dream to own their own home…It is my responsibility now to be the one to ensure that I drive the processes of accountability to make sure that we are providing the housing that is necessary to all communities across this country.”

He also stated that it is the Government’s goal to provide for low to middle income earners by “giving them improved access to mortgages, so that they can be able to go through the financing that is required to access the housing that will be provided across communities.”

The Tourism Minister also announced that a major development is in the works for Lilliput which will have significant economic benefits for the people in Montego Bay.

“We have concluded much discussions, the purchase of the land has been completed in phase 1 and phase 2 is also being completed with the Rolling’s family. We will have close to 4000 additional rooms which will require a level of service from the people in this area.

The way forward for us is an integrated, involved and inclusive tourism where the hotel developments and the communities are going to be one in the same,” said Minister Bartlett.

Chairman of the HAJ Norman Brown and Councillor Anthony Murray from the St James Municipal Corporation welcomed the development project in Grange Pen as in important initiative which will drastically transform the community.

As part of efforts to improve the look and feel of the product, the Ministry of Tourism, through the Tourism Enhancement Fund (TEF) has so far invested J$6 billion in Montego Bay and its environs. The work carried out by the TEF includes road rehabilitation, drain cleaning and housing solutions.

Travel News | eTurboNews

GVB visitor center renamed to honor Mr. Guam Tourism

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(L-R) Antonio Muña, Jr. (Vice President – GVB), Nico Fujikawa (GVB Acting Director of Tourism Research), Milton Morinaga (GVB Board Chairman), Raphael Unpingco (son of Bert Unpingco), Pilar Laguaña (GVB Director of Global Marketing), Virginia Lujan Taitano Unpingco (wife of Bert Unpingco), Gloria Unpingco Santiago (daughter of Bert Unpingco), Iowani Unpingco (grandson of Bert Unpingco), Nathan Denight (GVB President and CEO), Rose Q. Cunliffe (GVB Director of Finance and Administration).(L-R) Antonio Muña, Jr. (Vice President – GVB), Nico Fujikawa (GVB Acting Director of Tourism Research), Milton Morinaga (GVB Board Chairman), Raphael Unpingco (son of Bert Unpingco), Pilar Laguaña (GVB Director of Global Marketing), Virginia Lujan Taitano Unpingco (wife of Bert Unpingco), Gloria Unpingco Santiago (daughter of Bert Unpingco), Iowani Unpingco (grandson of Bert Unpingco), Nathan Denight (GVB President and CEO), Rose Q. Cunliffe (GVB Director of Finance and Administration).

The Guam Visitors Bureau (GVB) has proudly renamed its visitor center to honor one of Guam’s pioneers in the tourism industry. The Norbert “Bert” R. Unpingco Visitor Center was unveiled during a special ceremony on December 18, 2018, at the GVB headquarters along Pale San Vitores Road in Tumon.

Fondly known as “Mr. Guam Tourism,” Unpingco assisted in developing Guam’s visitor industry since the 1970s. Upon learning Unpingco received the “Discover America Award” for his work in promoting tourism in the U.S. mainland, former Governor Carlos G. Camacho asked him to return to Guam to help in promoting the island. From there, Unpingco became the first GVB general manager, also holding other key positions within the public, non-stock and non-profit membership corporation. In addition, he helped to strengthen programs such as WAVE! (Welcome All Visitors Enthusiastically), which encouraged locals to embrace tourism.

Senator Jim Espaldon authored a public law to initiate the formal change in renaming the visitor center to honor Unpingco’s work and commitment to the island community.

“I’m happy that the renaming took place to honor and celebrate Mr. Bert Unpingco – Mr. Tourism,” said Senator Espaldon. “He carried the håfa adai spirit wherever he went. The industry is where it’s at today because of him and we thank him for his decades of service to develop Guam as a world-class destination.”

Jim Espaldon (Senator of the 34th Guam Legislature), Dennis “DJ” Unpingco (grandson of Bert Unpingco), Pualei Unpingco (granddaughter of Bert Unpingco), Gloria Unpingco Santiago (daughter of Bert Unpingco), and Dennis Unpingco (son of Bert Unpingco).Jim Espaldon (Senator of the 34th Guam Legislature), Dennis “DJ” Unpingco (grandson of Bert Unpingco), Pualei Unpingco (granddaughter of Bert Unpingco), Gloria Unpingco Santiago (daughter of Bert Unpingco), and Dennis Unpingco (son of Bert Unpingco).

“When I first started as deputy general manager of the Bureau, Uncle Bert would stop by often and we would spend hours talking about tourism, as well as his ideas and contributions for Guam. His passion continues to live on in the work that we do,” said GVB President and CEO Nathan Denight. “Renaming the visitor center has a greater impact in honoring his memory and the role he played in Guam’s tourism industry.”

Unpingco passed away in 2017 at the age of 83. He is survived by his wife, Virginia Lujan Taitano Unpingco, his 9 children (Gloria, Bonnie, Dennis, Carlos, Therese, Jeanine, Evangeline, Billy, and Raphael), and numerous grandchildren and great-grandchildren. He resided in the village of Sinajana.

Jamaica’s Tourism Minister Bartlett mourns the death of Senator Frank Pringle

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Jamaica’s Tourism Minister, Hon. Edmund Bartlett

Jamaica’s Tourism Minister, Hon. Edmund Bartlett has offered condolences to the family of former Minister of Tourism, Senator Donald Frank McKenzie Pringle, who died yesterday, at the age of 88.

“On behalf of the Government of Jamaica, I offer my condolences to the family and loved ones of Ambassador Pringle – especially his daughter, Kerstin and two grandchildren, Israel and Isabell.

The tourism industry has certainly suffered an extreme loss and we remain very grateful for the invaluable contribution he has made to the development of the sector,” said Minister Bartlett.

Senator Pringle was a Cabinet Member and Minister of Tourism from 1989 to 1992, while also serving as senator. He was also a Member of the Jamaica Tourist Board, Director on the Board of Air Jamaica, as well as Jamaica’s representative to the Executive Council of the United Nations World Tourism Organization (UNWTO).

“Senator Pringle dedicated much of his life to Jamaica’s tourism industry, serving both in the public and private sector. He was very passionate about the growth of our tourism product and did an incredible job to ensure that our industry was not only successful, but that it also benefited the people of the country. He was selfless, always putting country above himself and saw the vision of how far tourism could go. His legacy is indelibly etched in our history and will be remembered for years to come,” said the Minister.

Over the years, Ambassador Pringle has served as a diplomat, Justice of the Peace and a member of the Jamaica Parish Council. He was also the Founder and Director of The Tryall Club and founder and President of the Jamaica Association of Villas and Apartments.

Additionally, he was involved in the founding of Round Hill Hotel & Villas, and served as aide-de-camp to the Governor-General.

“It was my hope to honour Ambassador Pringle, while he was alive at the Golden Tourism Day Award Ceremony taking place on Sunday. His sudden passing indeed came as quite a surprise and I am very saddened to know he is no longer with us,” said the Minister.