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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

Senior tourist dies at Grand Canyon after fall

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A 70-year-old tourist fell to her death yesterday, Tuesday, April 23, 2019, at the Grand Canyon in the US state of Arizona. She is the second person to die at this popular tourist destination this year. The Grand Canyon national park sees 6 million visitors every year.

A call went out to park rangers that someone needed  help at the South Rim of the canyon, but by the time responders arrived, the person had fallen 200 feet below the rim. Her body was recovered using a helicopter. It is not known how the woman fell.

The Grand Canyon has designated trails and walkways as well as railings and fences at overlooks that will keep visitors at a safe distance from the rim’s edge. Anyone who chooses to venture beyond that is literally taking their lives into their own hands.

In 2015, 8 men were hopping from one rock to another or posing for pictures, including a 38-year-old father from Texas who was pretending to fall to scare his daughter, but then really did fall 400 feet to his death.

On March 14, 2017,  30-year-old Gom Dang, of Ankeny, Iowa, fell to his death off the rim west of Mather Point as he was posing for a photo when he lost his balance and fell backward to his death. His body was recovered approximately 280 feet below the rim.

In this day and age of the selfie, many people have lost their lives trying to get the perfect picture. A tourist from Hong Kong died falling into the canyon on the Hualapai reservation, just outside the park’s boundaries, on March 28, 2017. He was taking a photo at the time.

In that same year, 20 people fell to their death at the Grand Canyon. A 67-year-old man fell 400 feet from the South Rim and died on April 3. There were 290 search-and-rescues and 1,135 emergency medical service incidents.

Dying from heat or dehydration is more common than falling off the edge in the Grand Canyon, but it is still a major concern. On average, 2 to 3 deaths per year are from falls over the rim.

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

Two Australian Heroes killed when saving a tourist from drowning

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Tourism and Dairy are popular in  Port Campbell, a coastal town in Victoria, Australia. The town is on the Great Ocean Road, west of the Twelve Apostles, in the Shire of Corangamite and has less than 500 residents.

Two of these residents a father and son today drowned trying to rescue a tourist from rough on Sunday have been described as selfless members of the local community and “like peas in a pod”.

Ross, 71, and Andrew Powell, 32, were life-long members of the Port Campbell Surf Life Saving Club and were prominent figures in the local dairy farming industry.

They, along with one other lifesaver, were attempting to save a tourist at Sherbrook River, near the Twelve Apostles on Victoria’s south-west coast, on Sunday morning when their boat flipped.

The father and son were declared dead at the scene, while the third lifesaver was seriously injured and airlifted to The Alfred hospital.

Ross was an inaugural member of the lifesaving club when it was formed in 1965 and maintained it his whole life putting his community first.

A 30-year-old male tourist got into trouble wading near the entrance to the Sherbrook River, a 10-minute drive from the Twelve Apostles, about 11am.

Rough surf caused the rescue boat to flip, tossing the three lifesavers into the ocean in an area Cr Trotter said was notoriously dangerous.

An emergency helicopter managed to safe one of rescuers and the tourist out of the water, however, the father and son’s bodies were later found.

The surviving rescue worker, a man in his 50s, has injuries to his back and legs and was airlifted to The Alfred hospital in a serious condition. He remained in a serious but stable condition on Sunday evening.

The tourist who was swept into the water suffered hypothermia and was taken by road ambulance to the Warrnambool hospital in a stable condition.

 

A flipped rescue boat at Port Campbell on Sunday.

Mr James said initial investigations found all three lifesavers had been wearing life jackets.

Earlier reports suggested the tourist was taking photographs when he was swept off a rock at the mouth of the river, but emergency services say this was not the case.

Another rescue boat near Port Campbell.

The Port Campbell Hotel said on Facebook that live music at the venue had been canceled due to the “heartbreaking tragedy in our community”.

Police are preparing a report for the coroner

Travel News | eTurboNews

US airlines wrongfully reject over 25% of their passengers’ compensation claims

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Consumer rights advocacy group released the results of a new study showing that United States airlines wrongfully reject more than 25% of compensation claims, indicating that more than one in five travelers are being denied up to $700 they are owed by Delta Air Lines, United Airlines, and American Airlines following flight disruptions.

Each year, more and more travelers flying out of the U.S. are eligible to claim compensation under European law EC 261 which covers travelers on European flights. AirHelp found more than 25% of valid claims filed against U.S. airlines for disrupted flights in 2016, 2017 and 2018 were turned away on wrongful grounds by airlines trying to avoid their obligation to travelers.

The travel experience is continuously getting worse due to overtourism. In the U.S., 407,000 travelers are eligible to claim compensation under EC 261 following flight delays and cancellations experienced last year, up from 370,000 the previous year. During the first three months of 2019, more than 75,000 passengers experienced disruptions due to the fault of the airlines that have made them eligible for compensation.

This trend is a small part of the larger issue of airlines mistreating passengers. A survey of travelers found 75% of U.S. travelers feel uninformed about their air passenger rights, and less than 25% of travelers who were on a disrupted flight actually file a claim, despite airlines being required by law to inform passengers of their rights.

How the U.S. Airlines Stack Up

Of the U.S. airlines, Delta Air Lines wrongfully rejects the most claims at a rate of one in three. United Airlines wrongfully rejects nearly one in four claims, and American Airlines rejects one in every five. According to an annual ranking of global airlines and airports, U.S. airlines’ unsurprisingly perform poorly, with each major carrier earning less than seven out of 10 for quality of service.

The most popular U.S. airlines ranked on wrongfully rejected claims rate

United States ranking Global ranking for wrongfully rejected claims rate

Airline Wrongfully rejected claim rate

1 32 Delta Air Lines 32%
2 42 United Airlines 23%
3 44 American Airlines 22%

Data from January 1, 2016 to December 31, 2018

“The bleak picture in the U.S. is just the tip of the iceberg. The volume of legitimate passenger claims being wrongfully rejected by airlines is appalling. Flight delays and cancellations are increasingly heaping chaos on passengers, and travelers are forced to fight airlines for compensation they’re rightfully owed,” says Henrik Zillmer, CEO of AirHelp. “It’s all very well for airlines to say they will compensate passengers who make their claim directly. The reality is that thousands of passengers are continuing to face an impossible struggle to claim the money they’re entitled to. If they are embroiled in a legal battle with an airline, passengers may face costs to hire a lawyer to push through their claim, which can make fighting for compensation virtually impossible.”

U.S. Passenger Rights

U.S. passengers are protected under EC 261 for flights to the EU on an EU airline, and any flight departing from the EU. Cancelled flights, delays of more than three hours, and incidents of denied boarding are covered under EC 261, as long as the disruption was not caused by extraordinary circumstances such as weather, sabotage or political unrest. Eligible passengers may be entitled to financial compensation of up to $700 per person, and can file claims up to three years after the incident occurs.

Travelers have fewer protections on domestic U.S. flights, but can claim up to $1,350 in compensation for denied boarding due to overbooking, depending on the value of the ticket fare and ultimate delay in arrival to their final destination

Travel News | eTurboNews