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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.

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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.

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The Development and Promotion of MICE in Thailand

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The Thailand Convention & Exhibition Bureau (TCEB) is leveraging the development of Thai MICE business in long haul markets in collaboration with foreign chambers of commerce representing Australia, UK, USA and Germany.
​Mr. Chiruit Isarangkun Na Ayuthaya, President of Thailand Convention & Exhibition Bureau (Public Organization) or TCEB, disclosed, “The signing of this MOU – The Development and Promotion of MICE –  between TCEB and Foreign Chamber Alliance (FCA), comprising 4 chambers of commerce representing our main target countries, which are Australia, UK, USA and Germany.
It’s considered another remarkable step of TCEB in altering our role to leverage MICE by serving as a business partner who joins hands with foreign organisations to promote the development of Thai MICE in international markets, as well as to penetrate into long haul MICE markets in Oceania, Europe and the USA, side by side with our main short haul target markets in Asia.
“Indeed, the collaboration is a new dimension of promoting Thai MICE business in long haul markets with concentration on Oceania, Europe and the USA. This is the very first time that the Foreign Chamber Alliance – FCA, which represents Australia, UK, USA and Germany, signed an MOU with a Thai government agency. Interestingly, FCA has more than 20,000 members that include businessmen, investors, entrepreneurs from business, industrial and service sectors, such as Minor Hotels Group, AccorHotels Group, Marriott Hotels Group, convention centres business, as well as oil, mining, pharmaceutical, automobile and other industries,” he added.
“These are considered high potential business groups for propelling the national economy and are included among the targeted industries that the Thai government is keen to encourage in line with the 4.0 Policy. For this reason, this is a lucrative opportunity for us to collaborate to develop and raise the competitiveness of Thai MICE. The 4 chambers of commerce have recognised the importance of using MICE as the gateway to the development of commerce and investment in Thailand and ASEAN,” he said.
With this MOU, the framework for the development of MICE business will embrace 5 dimensions of operation:
• The sharing of MICE statistics and events
• MICE business development
• MICE market promotion
• MICE business research
• MICE personnel development.
Mr. Chiruit further said, “The initial collaboration to mutually promote MICE business will mainly focus on hospitality service, because members of the FCA have long records of investment in Thailand, which have been running alongside their nationwide service businesses. Hence, they have eyed to extend collaboration with Thai government agencies, as they believe the endeavour will open a new door to operate MICE business in Thailand and ASEAN.
“This, in turn, will allow them to study about the dynamics and direction of the Thai MICE market. By joining with TCEB in formulating a marketing development scheme, the synergy will open a new door to connecting with other alliances who relate with the promotion of Thai MICE business in targeted countries. Moreover, there will be co-operation in drawing international events into Thailand, marketing promotion and provision of support for events previously held in Thailand,” he said.
“Target groups and alliances will be invited to participate to strengthen the potential of MICE events held here in Thailand. The FCA will join with us in the exchange of marketing information related to targeted industries held by allied chambers of commerce and TCEB will exchange information on Thai MICE business, including statistics and events, to fully bolster mutual MICE business development,” said the TCEB President.

​He went on to say, “Nevertheless, the FCA expects the Thai government to leverage the competitiveness of Thai MICE business in order to serve global competition. For example, facilitation of customs and immigration procedures; development of infrastructure and transportation; construction of convention centres; development of MICE personnel that meets international standards, and establishment of One-Stop-Service MICE centres. All of which will open a new door to the holding of MICE events in Thailand by efficiently offering enhanced convenience for MICE entrepreneurs and organisers,“ he declared.

Proposals to establish MICE service centres has been included in TCEB’s earlier strategic plan, and the Ease of Doing Business project as well  as the draft of a national strategy of NESDB (National Economic and Social Development Council).
​Mr. Chiruit went on to explain, “After the completion of MOU signing, TCEB is set to discuss with the FCA on the preparation of Phase I work plan, which lasts two years. Both parties will encourage practical co-operation in a rapid and consistent manner. Initially, we have planned to attract events and provide support to the holding of events that relate to targeted industries according to the government’s 4.0 Policy, particularly in the provinces governed by the administration of EEC (Eastern Economic Corridor),” he said.

​“TCEB expects that the collaboration will not only leverage the competitiveness of Thai MICE in long haul markets in Oceania, Europe and the USA, but will also help to attract international events into several regions in Thailand, especially those considered main markets in MICE City project, which are Bangkok, Pattaya, Phuket, Chiang Mai and Khon Kaen. Definitely, we believe the rapport will encourage transfers of technology and knowledge of each industry among one another, and thus will promote advancement in all regions and stimulate income distribution to communities nationwide,” concluded Mr. Chiruit.

Mr. Benjamin Krieg, Vice President, Austcham, explained, “The role of the Foreign Chamber Alliance (FCA) in Thailand and the purpose of signing the MOU combines key Foreign Chambers and their members through this important collaboration, we provide a common voice on advocacy to develop and grow opportunities that can benefit our members and the country of Thailand,” he said.

“The MICE industry is growing, and will also continue to grow in importance and contribution to the overall tourism sector within Thailand, and of course the greater Thai economy. Our primary aim is to continue to increase and grow the competitiveness of Thailand as a leading destination for MICE not only within Asia, but the world, further complimenting the amazing tourism industry that we already are so fortunate to be a part of,” concluded Mr. Krieg.

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eTN becomes a SUNx SDG 17 Partner calling for Climate Sanity in Tourism on Earth Day

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In nature, nothing exists alone is the message for Earth Day 2019. Announcing the public launch of its “SDG17 Partners Program” on Earth Day 2019, Professor Geoffrey Lipman co-founder SUNx, calls and president of the International Coalition of Tourism Partners (ICTP) asks the Travel & Tourism sector to join its “Plan For Our Kids” and take the “Climate Sanity” Pledge.

Professor Lipman, former Executive Director at IATA, President of WTTC and Assistant Secretary-General UNWTO, said:

“I’m confident that Travel & Tourism will play a leadership role in the global shift to a New Climate Economy: we just need a pathway for change and that lies in our faith in the next generation”

SUNx a legacy for Planetary Champion Maurice Strong has created a “Plan For Our Kids”, aiming to recruit 100,000 STRONG Climate Champions to advance its vision of a no Carbon 2050 sector totally compliant with the evolving goals of the Paris Accords.

He added “During the past year we have seen a welcome intensification of the pressures for a new commitment to Climate Sanity, which stops discussing whether climate change is existential and just gets on with solutions. That’s the common message from Greta Thunberg’s Friday’s for Futures and AOC’s Green New Deal: it’s the message from Earth Scientists and Nobel Economists: it’s the plea from Sir David Attenborough.

”Lipman concluded “SDG 17 Partners will share our long-term vision on the fact that Climate Change is eXistential and that we have to act NOW, as if this Earth Day is the first day of the rest of our lives. We all have different starting positions, based on our separate realities: but we have a shared goal of meeting the Paris Agenda and together taking a “No Carbon 2050 moonshot”. We can deliver Climate Friendly Travel ~ measured plans: green growth: 2050 no carbon proof “

Juergen Steinmetz president of the eTN Corporation said “We are proud to become a SUNx SDG 17 Partner and provide preferential support for this great cause. As long as I have known Geoffrey Lipman, he has been drumming home the message that Climate Change is eXistential and that if we don’t fix it now, it will fix us. We are in, and will use all our links, like ICTP and the African Tourism Board to support Climate Friendly Travel. going forward”.

For more on SUNx and its SDG 17 Partnership Program please contact: go to www.thesunprogram.com

What is Earth Day?

The first Earth Day on April 22, 1970, activated 20 million Americans from all walks of life and is widely credited with launching the modern environmental movement. The passage of the landmark Clean Air Act, Clean Water Act, Endangered Species Act and many other groundbreaking environmental laws soon followed. Twenty years later, Earth Day went global, mobilizing 200 million people in more than 190 countries and lifting environmental issues onto the world stage.

On April 22, 1970, millions of people took to the streets to protest the negative impacts of 150 years of industrial development.

In the U.S. and around the world, smog was becoming deadly and evidence was growing that pollution led to developmental delays in children. Biodiversity was in decline as a result of the heavy use of pesticides and other pollutants.

The global ecological awareness was growing, and the US Congress and President Nixon responded quickly. In July of the same year, they created the Environmental Protection Agency, and robust environmental laws such as the Clean Water Act and the Endangered Species Act, among many.

One billion people

Earth Day is now a global event each year, and more than 1 billion people in 192 countries now take part in what is the largest civic-focused day of action in the world.

It is a day of political action and civic participation. People march, sign petitions, meet with their elected officials, plant trees, clean up their towns and roads. Corporations and governments use it to make pledges and announce sustainability measures. Faith leaders, including Pope Francis, connect Earth Day with protecting God’s greatest creations, humans, biodiversity and the planet that we all live on.

Earth Day Network, the organization that leads Earth Day worldwide, has chosen as the theme for 2018 to End Plastic Pollution, including creating support for a global effort to eliminate primarily single-use plastics along with global regulation for the disposal of plastics.  EDN is educating millions of people about the health and other risks associated with the use and disposal of plastics, including pollution of our oceans, water, and wildlife, and about the growing body of evidence that plastic waste is creating serious global problems.

From poisoning and injuring marine life to the ubiquitous presence of plastics in our food to disrupting human hormones and causing major life-threatening diseases and early puberty, the exponential growth of plastics is threatening our planet’s survival.

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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.

 

 

 

 

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