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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.

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Delta Air Lines offsets most carbon emissions for over 300K customers on Earth Day

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In celebration of Earth Day today, Delta is offsetting the emissions of all domestic leisure and business travel into and out of New York, Boston, Seattle, Los Angeles, Raleigh-Durham and Atlanta for over 300,000 customers across the country.

Plantable seed paper cutouts shaped like airplanes will be distributed on these selected flights to let customers know the environmental impact of their flight has been offset and inspire them to offset additional travel on delta.com/co2. Once planted, this special paper airplane will sprout non-invasive wildflowers.

“Delta led the U.S. aviation industry by launching the first carbon offset program in 2007, making it easy for customers to reduce the environmental impact of their travel,” said John Laughter, Senior Vice President – Corporate Safety, Security and Compliance. “Delta is also the only major airline to voluntarily cap carbon emissions at 2012 levels by purchasing carbon offsets.”

Since 2013, Delta has voluntarily purchased over 12 million carbon offsets, which is equivalent to the emissions from 1.7 million cars or electricity use for one year in nearly 2 million homes. This is more than any other U.S. airline. Today alone, Delta will buy almost 50,000 carbon offsets. To put this in perspective, 50,000 offsets will equal the emissions from more than 10,000 cars driven for one year.

Delta’s carbon offsets to benefit Conservation Coast project in Guatemala

Every offset Delta purchases today will benefit the Conservation Coast offset project, which provides environmental protection from deforestation and sustainable livelihood opportunities for communities in Guatemala. These offsets will help conserve over 400 bird species and 54,000 hectares of threatened rainforests situated along the Caribbean coastline of Guatemala.

The Conservation Coast project also supports sustainable livelihoods within local communities by teaching things like economically viable and environmentally sustainable agricultural practices that work with the environment rather than against it. To date, over 700 jobs are being supported by the project, 30 percent of which are held by women.

“At Delta, we believe connecting the world begins with caring for it,” said Laughter. “The offset projects we support are holistic, going beyond addressing the environmental impact of travel to provide resources, empowerment and financial opportunities to underserved communities like those involved in the Conservation Coast project.”
Offsetting is affordable. A roundtrip ticket from Atlanta to New York emits 0.28 metric tons of CO2, which can be offset for less than $5.

These offsetting efforts and more are why Delta was honored the Vision For America Award by Keep America Beautiful in 2017, recognized with Captain Planet Foundation’s Superhero Corporate Award in 2018, named to the FTSE4Good Index for four consecutive years, included in the Dow Jones Sustainability North America Index for eight consecutive years, given an honorable mention in Fast Company’s 2019 World Changing Ideas Awards and named one of America’s 100 most sustainable companies according to an in-depth Barron’s study.

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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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Disney Cruise Line and Captain Minnie Mouse inspire future female ship captains

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With a collection of new initiatives, Disney Cruise Line is aiming to inspire the next generation of female leaders in the maritime industry. The debut of Captain Minnie Mouse, new youth programs and the funding of scholarships are designed to empower girls and young women to pursue careers in the cruise industry and chart a course for success.

Inspiring Youth through the Magic of Captain Minnie Mouse

Disney characters delight and inspire children around the globe, and Disney Cruise Line is counting on the power of the mouse – Minnie Mouse – to spread the message of exploring new horizons, both by land and by sea.

Captain Minnie Mouse, in her crisp new uniform with smart white trousers or skirt and a bold red jacket emblazoned with captain’s insignia, will make the rounds on all Disney ships starting in April.

Empowering Women through Maritime Scholarships

In 2019, Disney Cruise Line will sponsor four scholarships at the LJM Maritime Academy in The Bahamas for female cadets who aspire to be ship captains and shipboard leaders. The scholarships, one for each of the ships in the Disney Cruise Line fleet, will include tuition to the three-year program. The scholarships will include two years of study at the academy and one year of service aboard a Disney ship.

“Our Disney characters have a unique ability to inspire and connect with children, and we know Captain Minnie will encourage young girls around the world to consider a career in the maritime industry,” said Jeff Vahle, president of Disney Cruise Line. “We are excited to work with LJM Maritime Academy to offer scholarships for young women who are pursuing their passions and following their dreams in our industry.”

Nautical Fun for Children at Sea

Onboard Disney Cruise Line ships later this year, Captain Minnie Mouse will appear in an all-new youth activity where young captain hopefuls practice STEM (science, technology, engineering and math) skills in a fun maritime-themed activity. Children will hone their STEM and problem-solving abilities – skills that play an important role in the maritime industry – in a series of engaging, hands-on activities.

The interactive experience will be a journey of discovery, exploration and imagination that will be offered in Disney’s Oceaneer Lab aboard all Disney ships.

Why Knot – Taking Nautical Fun Ashore

As part of a commitment to encourage future generations to pursue careers in the maritime industry, Captain Minnie Mouse will visit children in some of Disney Cruise Line’s homeports and ports of call.

Children will have an opportunity to meet Captain Minnie Mouse and be inspired by her “can do” qualities and ability to tackle any goal she sets her mind to.

As part of these local community visits, Captain Minnie Mouse will be accompanied by a female Disney Cruise Line officer or crew member to showcase their roles in the maritime industry and raise awareness about career choices for women aboard a cruise ship.

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Jamaica’s Tourism Minister Bartlett pumps J$200 million into Linkages Networks

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Minister of Tourism, Hon Edmund Bartlett has committed J$200 million to the Linkages Networks to help build out more products to enhance the visitor experience and ensure more inclusive growth in the sector.

Speaking at the launch of the new Top Events Jamaica Initiative yesterday at Devon House, Minister Bartlett said, “This year, we will be spending 200 Million dollars on the Networks to create the level of inclusiveness that connects the ordinary Jamaican to the tourism product and the product to the ordinary Jamaican.

This will be a huge game changer and we are going to change the narrative and also change the feeling of the public that tourism is only for the bigger suppliers and doesn’t include the smaller players.”

The Tourism Linkages Network’s (TLN’s) main focus has been to bring local tourism suppliers in contact with other sectors such as agriculture and manufacturing. In doing so, the Linkages Network creates more economic opportunities for our local tourism suppliers who can then earn more.

Minister of Tourism, Hon Edmund Bartlett (1st R) paused for a photo at the track and field display at the launch of the new Top Events Jamaica Initiative yesterday at Devon House

Driving this inclusive growth are five networks geared towards building out authentic Jamaican experiences for the visitors and increasing the earning potential of small suppliers and they are – Gastronomy, Sports and Entertainment, Shopping, Knowledge and Health and Wellness.

The new Top Events Jamaica initiative, being spearheaded by the TLN, is designed to increase visitor participation in events and activities island-wide through strategic partnerships and leveraging the power of technology, social media, and advertising.

In highlighting the importance of this new platform, Minister Bartlett, said, “Top Events will place all our best entertainment products and offerings under one roof. In doing so we are allowing visitors and locals alike to chance to find these offerings with the click of a button. Top events will be a critical element that brings together our authentic Jamaican entertainment products under one roof through the use of technology.

This type of interface is critical in the age of technology especially given that entertainment forms a large part of why people travel and as such there is value in building out more products of this nature to drive arrivals and growth in the sector.”

The Top Events initiative will include a microsite and an easy to use mobile app to increase visitor awareness and participation in the over 900 events held in Jamaica each month. To qualify for listing on Top Events, event organizers must meet the predetermined criteria outlined by the TLN that guarantees continuity in the content delivery and effective data capture.

The TLN’s Sports and Entertainment Network (SEN) will be the driving force behind Top Events Jamaica and the body ultimately responsible for the final selection of “Top Events” to be added to the event calendar.

MEDIA CONTACT: Jamaica Ministry of Tourism, Corporate Communications, 64 Knutsford Boulevard, Kingston 5, Tel: 920-4926-30, Fax: 920-4944

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