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Ticket Agents At LH's IST Office Should Be Fired!  
User currently offlineBahadir From United States of America, joined Oct 2001, 1790 posts, RR: 10
Posted (8 years 8 months 1 week 6 days 2 hours ago) and read 5464 times:

I was planning to come back to States on the 3rd but decided to stay a few days more. I called United reservations (the 800 # in US) and changed my flights with no problem. The only issue was they put me on TK's IST-FRA flight instead of the LH. (which turned out to be much better flight than LH's)

The United reservations agent said I had to go to LH's CTO or airport ticket counter and get a paper ticket conversion as this was required. TK and UAL are in two different reservation systems and they are not interlining etickets yet.

When I went to LH desk, they completely dissed UAL, told me how much they hated UA and US and they are not able to issue boarding passes for UAL. When I confronted them they sent me over to TK ticket office. TK was not able to do anything to the changed reservation as there still was not a paper ticket issued by LH.

First, LH told me that they couldn't do anything.
When I confronted them again, after coming back from TK's desk, they said "I cannot see the reservation".
I called US 800 # and got the PNR. LH's desk said "I cannot pull flight information with the PNR".
I called the 800 # again, got the ticket number from UA res agent. This time LH said "you cannot have a UA ticket number, because you are traveling on TK on the first leg".
My reply was, "I came with UA, ticket is still booked through, paid to, issued by United".

After 2 hours at the airport, 3 phone calls to United I got my ticket.

As a final insult, they told me that "We are not a representative of United in Turkey".. (What?) "We hate Star Alliance" (keep it coming) ... "People think that we can issue tickets for SAS, US, UA.. but we cannot " (oh yeah)..
"We are doing a big favor to you, and you should realize that" .. (hmmm)

From now on, I am buying my Germany - Istanbul connections on TK. Much better service on board, with smiling crew and occasionaly bigger equipment.


Earthbound misfit I
39 replies: All unread, showing first 25:
 
User currently offlineEdelag From Mexico, joined Dec 2005, 331 posts, RR: 0
Reply 1, posted (8 years 8 months 1 week 6 days 2 hours ago) and read 5442 times:

This is simply, discrimination.


It's not just the destination, it's the journey.
User currently offlineBA From United States of America, joined May 2000, 11153 posts, RR: 58
Reply 2, posted (8 years 8 months 1 week 6 days ago) and read 5357 times:

You should report this to LH. This is seriously something they will not tolerate.

Despite being a British Airways frequent flier, I have flown Lufthansa a few times and I have to say I have always been extremely impressed by their professionalism and customer service. I may switch over to them once I use up my BA Executive Club miles.

Quoting Bahadir (Thread starter):
From now on, I am buying my Germany - Istanbul connections on TK. Much better service on board, with smiling crew and occasionaly bigger equipment.

I flew TK once and the F/A's on the flight are the coldest F/A's I've ever seen. They didn't smile once, except maybe a very weak fake smile as we disembarked.

It was probably an isolated case though...

Regards



"Generosity is giving more than you can, and pride is taking less than you need." - Khalil Gibran
User currently offlineCopter808 From United States of America, joined Dec 2000, 1089 posts, RR: 1
Reply 3, posted (8 years 8 months 1 week 5 days 23 hours ago) and read 5337 times:

I have to wonder--if they "couldn't issue the ticket", how could they issue one as a favor to you??

You're correct, it sounds like someone didn't want to do their job.


User currently offlineSULUK From Switzerland, joined Jul 2005, 115 posts, RR: 1
Reply 4, posted (8 years 8 months 1 week 5 days 18 hours ago) and read 5240 times:

I can completely understand the LH ticket agents at IST... All this StarAlliance getting together and being responsible for every airline is just bullshit and does not work at all. It's very frustrating for ticket agents that management and marketing make customers think that every Star carrier can help with any ticketing matter... This is simply not true as there are still too many res systems within Star. And if there is an interline ETKT agreement in force between two Star carriers it does not mean that the access always works, sometimes it is just impossible to retrieve this information through the system as there are too many bugs. I can tell you, it's a real pain!!! And lots of ticket agents are just pissed off with all this Star crap.
So, my suggestion is, if you're itinerary consists of more than one carrier, you might do any changes to your original flight/date/routing or you do international travel with connections, always ask for a paper ticket. This will make life of everyone so much easier...



we are swissair /+/
User currently offlineTKMCE From India, joined May 2002, 841 posts, RR: 2
Reply 5, posted (8 years 8 months 1 week 5 days 17 hours ago) and read 5189 times:

Quoting SULUK (Reply 4):
So, my suggestion is, if you're itinerary consists of more than one carrier, you might do any changes to your original flight/date/routing or you do international travel with connections, always ask for a paper ticket. This will make life of everyone so much easier...

Well said!

Quite a few passengers dont understand that just because United States was the pioneer in Eticketing, it doesnt mean that it should work for every airline, always. Things will change over time, IATA is working for complete eticketing on by 2007 (or is it even earlier?), but again there is a lot to be done. Esp in the area of interlining. And the best advise as already given is ask for a paper ticket on international itineraries (the few dollars more which some airlines may ask for this is more than compensatd by the many more dollars spent over frustrating phone calls!).

And as SULUK corrrectly said, memebers within the same alliance are still using different reservations systems (In Star itself, while LH and TG uses Amadeus, SQ uses something else and UA something else again, same goes for oneworld with BA in Amadeus, AA in Sabre and CX something else).I know very much what all problems there were during the initial stages of the KLM NorthWest alliance.


User currently offlineBR942 From United Kingdom, joined Dec 2005, 14 posts, RR: 0
Reply 6, posted (8 years 8 months 1 week 5 days 16 hours ago) and read 5134 times:

I totally agree with SULUK,I work as a Ticket Agent for a Star carrier at a city where NO star carriers have offices or desks (apart from our one). We regularly get customers being told "Just go to the airport, they will sort it out" Unfortunately this is not as easy as it sounds.
Firstly working at an airport your first priority is flights departing that day or misconnections/delays etc, not changes to reservations months in advance so often customers have to wait.
Secondly lets say UA make a reservation on TG and come to a BD desk to have their ticket re-routed, BD will not have any access to either the original reservation,the new reservation,the e-ticket or even the conditions attached to the fare. So the only option is to call UA for details , then speak to their fares dept for fare rules, then re-create the new itinerary and ticket in the BD system, then reissue it. All this work and the passenger is not even flying on BD! Now what happens if this scenario happens at 0500 on a Sunday morning?
who do you contact?
As was said before the marketing people love to say its all one big happy family and each carrier can deal with any other Star carrier.
The reality.......nothing like that.


User currently offlineBahadir From United States of America, joined Oct 2001, 1790 posts, RR: 10
Reply 7, posted (8 years 8 months 1 week 5 days 11 hours ago) and read 5010 times:

Well, here are the things :
UA agents told me over the phone that I should ask for the paper ticket to be printed by LH. They also insisted that if LH creates problems, I can go to TK and get my reservation sorted out as long as LH can create the paper version of the original reservation

So, UA was aware of the issues that I may face and provided alternatives for the solution. (Kudos to them).

On the other hand in LH I get last few rows, despite being Star Gold. An agent almost denied admittance to the Senator's Lounge. I had to talk to the people at the inside desk.

They really didn't want to work on my reservation. The sequence of events (first saying that they couldn't see the reservation, then telling me they are able to see but not able to see the incoming flight, finally doing me a "favor" ) was something that shows bad customer service skills and unwilling to work my case..



Earthbound misfit I
User currently offlineBR942 From United Kingdom, joined Dec 2005, 14 posts, RR: 0
Reply 8, posted (8 years 8 months 1 week 5 days 8 hours ago) and read 4901 times:

It is possible the LH agent was seeing what is called an informative PNR (reservation) in other words he/she will only see the what was originally booked. When UA amend their PNR LH may only see the original as LH are no longer included in the itinerary.
UA must have been aware that there could be a potential problem or why would they have suggested you go to TK if LH cant help.
What happens if the UA agent has made a mistake and the ticket should not have been transferred to TK?
UA have your money, LH reissue to TK, TK accept LH paperwork then ask LH for the money, UA refuse to pay LH as original ticket was non-endorsebale...who has lost out
NOT UA
NOT TK
NOT YOU
But the poor guy you want fired......!


User currently offlineFlyboy_se From Sweden, joined Feb 2000, 812 posts, RR: 5
Reply 9, posted (8 years 8 months 1 week 5 days 7 hours ago) and read 4875 times:

also ones attitude can be a major factor in what service you get.
if u are rude to the staff from the begining they dont do their outmost to help you.Throwing statements like " I am star gold über mega elite member" wont get you far either.
i am not defending the staff in any way, but LH is very carefull who they hire



I prefer to be crazy and happy rather than normal and bitter
User currently offlineRoyisher From Israel, joined Aug 2003, 73 posts, RR: 1
Reply 10, posted (8 years 8 months 1 week 5 days 7 hours ago) and read 4863 times:

We actually had a very similar deal with LH in Ankara, we flew from Ankara to Munich or Frankfurt (cannot remember, sorry) and the !girl! in the desk was completly absurd, she didn't know anything, I had to change my ticket, I did a small ticket change, she didn't want to help me, and after she did, I was booked on C class, and I didn't need to pay any change-fee's what-so-ever and she charged me 300 Euro's for my ticket change! it was approx 40 min before the flight departed, we were in a rush, and I had to go on board, that pissed me off, and it was ALL LH! I complained to LH immediatly, as a senator and business class passenger, those fees were refunded of course, and got a nice compensation from them, you should do the same.

I did a mistake actually, I usually fly TK to Turkey, and not LH, but I had to go from ESB to FRA directly, and no TK flights were ava.


User currently offlineBahadir From United States of America, joined Oct 2001, 1790 posts, RR: 10
Reply 11, posted (8 years 8 months 1 week 5 days 4 hours ago) and read 4698 times:

Quoting Flyboy_se (Reply 9):
also ones attitude can be a major factor in what service you get.
if u are rude to the staff from the begining they dont do their outmost to help you.Throwing statements like " I am star gold über mega elite member" wont get you far either.
i am not defending the staff in any way, but LH is very carefull who they hire

I never mentioned that I was Star Gold until AFTER they finished the ticketing. Where in the sequence of events you see me going off to the ticket agent?

False statements by LH reps in IST:
- We cannot issue boarding passes for you! (I never asked for it!)
- We cannot issue tickets for United (hog wash!)
- We are doing you a big favor (B.S!!! Keep me at the airport for 2,5 hrs and eventually do the thing that you were supposed to do at the first time I talked to you).
- You are not traveling, you didn't travel on us. (I showed them the reservation receipt printed by UAL in SEA)

Correct statements by UAL:
- They should be able to issue you a ticket.
- If they cannot ask to talk to a supervisor.
- If you still have a problem, tell them to print you a paper version of the reservation and then go to TK.

My question that was never answered by LH employees:
- If you cannot issue UAL tickets for me, how am I supposed to change this ticket and get back to US?
- If you cannot issue boarding passes, how come, every time I go through LH flights I get boarding passes for my FRA-IAD and IAD-SEA legs?

Both of these questions were answered by very rude "We cannot issue tickets/boarding passes for United, Us Air, SAS".


And if I am paying $500 per round trip more to fly Star Alliance, instead of flying shorther route through KL/NW combination, I at least expect a decent service..



Earthbound misfit I
User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 12, posted (8 years 8 months 1 week 5 days 4 hours ago) and read 4664 times:

Are you surprised about this?

Being customer unfriendly and acting like a retard is the common Lufthansa service staff behavior, not only in IST but also in DUS, FRA, JFK, LHR, etc.

Quoting Bahadir (Thread starter):
From now on, I am buying my Germany - Istanbul connections on TK. Much better service on board, with smiling crew and occasionaly bigger equipment.

Very good decision!

Patrick


User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 13, posted (8 years 8 months 1 week 4 days 10 hours ago) and read 4544 times:

Quoting SULUK (Reply 12):
There are just too many differences in systems and procedures and carriers are unable to bring up the money to create for example a single FFP, a single res system, a single DCS - all this would improve customer service a lot.

We're working on it ! LH and SA)">UA have already signed for the creation of a Star Alliance common platform in Amadeus for Res, Inventory, DCS and E-ticket, with LH being implemented in 2008, and SA)">UA a year or so after. The platform is being offered to (and is being seriously considered by) those Star Alliance carriers not already on Amadeus, as well as those on Amadeus for Res, but not inventory or DCS.

Already the majority of Star carriers use Amadeus for Res (LH, OS, BD, RG, TG, SK, JK, LO with SA migrating in April, plus the 3 Star Partner carriers OU, JP and KF) - about 40% of Star pax are booked via Amadeus already, so its a start.

Same for Oneworld by the way, in fact its more than 50% of OW pax are booked via 1A now (BA, QF, IB, LA, AY and soon MA), and we're working on the others, believe me (We Are Amadeus. Your Technological and Biological Diversity Will Be Added To Our Own. Resistance Is Futile  Smile )

And Skyteam. So one of these days, hopefully EVERYONE will be on a common platform, and make everyone's life easier.


User currently offlineANother From , joined Dec 1969, posts, RR:
Reply 14, posted (8 years 8 months 1 week 4 days 9 hours ago) and read 4529 times:

For whatever reason (different computer systems, different policies, management style) travelling with STAR can be a challenge.

My wife and I were travelling Geneva - Vancouver and searched the web for the best prices we could find. The best was Air Canada via Frankfurt, then KLM, then BA, then LH (IIRC).

One we got the confirmation I saw that both the Geneva - Frankfurt and the Frankfurt - Vancouver flights were operated by LH not AC, but that was OK.

We tried to check in with LH the night before the flight (0659 departure from Geneva) but were told that they couldn't do that for Air Canada.  sigh 

Got up earlier than we wanted, went to the airport and checked in. They through checked that bags, but couldn't give us the FRA-YVR boarding card 'because we were travelling on AC.  sigh 

We had a short connection in FRA and the flight was a little late so we rushed to the LH transit desk at FRA. Got our boarding cards, but noticed that we weren't seated together  sigh .

Asked if we could have seats together, but was told no. (the agent didn't even look at her screen) sigh 

When we got on the plane, and they closed the door I noticed that the seat next to my wife was empty, so I moved. smile 

If this is seamless ....


User currently offlineSULUK From Switzerland, joined Jul 2005, 115 posts, RR: 1
Reply 15, posted (8 years 8 months 1 week 4 days 6 hours ago) and read 4460 times:

Quoting JGPH1A (Reply 17):
Star Alliance common platform in Amadeus for Res, Inventory, DCS and E-ticket

Yes, JGPH1A, I have heard about this common platform! This sounds just great and will for sure give big advantages for both passengers and staff. It will be a huge amount of money being spent to changed to a new IT system (as SA will do in Apr, from axsRes to 1A) but in a long term it will def be worth it.

JGPH1A: will 1A also provide the new DCS and will it be integrated into the res system?
And, a bit off topic, but has AY their inventory in Amadeus? Cause I noticed that there is no AY RLOC if you book AY through 1A. (RL just shows again the 1A PNR code...)



we are swissair /+/
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 16, posted (8 years 8 months 1 week 3 days 13 hours ago) and read 4337 times:

Quoting SULUK (Reply 15):
JGPH1A: will 1A also provide the new DCS and will it be integrated into the res system?

Yes - Altéa Departure Control Customer Management will be common DCS to LH and SA)">UA, and is available to other Star Carriers as well (SAA will migrate to it when it goes the system becomes fully operational in 2008). This is a fully integrated DCS system, that works through the Amadeus PNR (no seperate check-in record), and is fully integrated with inventory as well, with a single seatmap for RES, Inventory and DCS, as well as full integration with the E-ticket server. It's pretty cool, with a very clever GUI and lots of automation.

Quoting SULUK (Reply 15):
And, a bit off topic, but has AY their inventory in Amadeus? Cause I noticed that there is no AY RLOC if you book AY through 1A. (RL just shows again the 1A PNR code...)

Yes - AY migrated their inventory to Amadeus Altéa Inventory in December last year, just after BA completed their inventory migration. We now have around 20 airlines hosted in Altea inventory, including QF, BA, FJ, DI, AY, AO, PH, CW with SA migrating in April and FV migrating in May.


User currently offlineMandargb From United States of America, joined Mar 2001, 195 posts, RR: 0
Reply 17, posted (8 years 8 months 1 week 3 days 10 hours ago) and read 4262 times:

Actually one of my firends has also very bad experience when h was travelling on BA-AA.
He ended up staying in 2 places on MAA-SJC trip.
One night in LHR.
One night in JFK.
When he had a thru ticket from MAA-LHR on BA.
LHR-JFK on AA and connecting to JFK-SJC on AA again
Poor chap wa travelling fro 72 hours.
AA-BA are one-world partner and I guess have similir issues.
While reading this story, It reminded me of his story.
He had the same issue. Eticket issues by AA SJC-ORD-LHR-MAA and back.


User currently offlineTKMCE From India, joined May 2002, 841 posts, RR: 2
Reply 18, posted (8 years 8 months 1 week 3 days 10 hours ago) and read 4259 times:

JGPH1A
What I love most Amadeus is their checkmytrip.com faciltity.
And now I have Amadeus loaded on my lap top after an years gap (I work for one of your users now) it is a bit like coming home!


User currently offlineSULUK From Switzerland, joined Jul 2005, 115 posts, RR: 1
Reply 19, posted (8 years 8 months 1 week 3 days 7 hours ago) and read 4184 times:

Quoting JGPH1A (Reply 16):
Altéa Departure Control Customer Management

Wow, this seems to be just fantastic!!! Really, that is what every enduser is dreaming of... Why having 3 different systems if you can just put everything in one? There will also no longer be any transmitting errors like you cnl a segment in RES but it is still in inventory or you book through RES and the name will not appear on the PNL because link to inventory down etc. I am wondering if other airlines within Star will follow this step, have you heard something about SK and LX?



we are swissair /+/
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 20, posted (8 years 8 months 6 days 18 hours ago) and read 4057 times:

Quoting SULUK (Reply 19):
There will also no longer be any transmitting errors like you cnl a segment in RES but it is still in inventory or you book through RES and the name will not appear on the PNL because link to inventory down etc.

Exactly ! No more data replication errors, no more inventory count mismatches, full travel and service delivery history in the pax PNR, not only what was booked, but how the guy actually flew on the day. It's going to be pretty good, we think.

Quoting SULUK (Reply 19):
I am wondering if other airlines within Star will follow this step, have you heard something about SK and LX?

 Wink


User currently offlineThe Ticketor From Norway, joined Oct 2000, 434 posts, RR: 1
Reply 21, posted (8 years 7 months 3 weeks 6 days 12 hours ago) and read 3880 times:

Hey, that sounds great!

Any news on Malev going to Altéa as well? I know they are looking to "oneworldadize" their systems, and that AY is their "sponsoring member", so I guess this is something that could happen.

Also, do you know if MA will be using Amadeus e-ticket system (is it still called ETS?)

Reason I'm asking is that I'll start working for MA soon (presently with MH). I used to work for AY, and one of the things I miss from AY is Amadeus (Kommas is awful compared to 1A!!), so I'm glad I'll be using 1A again soon.


User currently offlineOHLHD From Finland, joined Dec 2004, 3962 posts, RR: 25
Reply 22, posted (8 years 7 months 3 weeks 6 days 6 hours ago) and read 3797 times:

Quoting Bahadir (Thread starter):
I was planning to come back to States on the 3rd but decided to stay a few days more. I called United reservations (the 800 # in US) and changed my flights with no problem. The only issue was they put me on TK's IST-FRA flight instead of the LH. (which turned out to be much better flight than LH's)

The United reservations agent said I had to go to LH's CTO or airport ticket counter and get a paper ticket conversion as this was required. TK and UAL are in two different reservation systems and they are not interlining etickets yet.

When I went to LH desk, they completely dissed UAL, told me how much they hated UA and US and they are not able to issue boarding passes for UAL. When I confronted them they sent me over to TK ticket office. TK was not able to do anything to the changed reservation as there still was not a paper ticket issued by LH.

First, LH told me that they couldn't do anything.
When I confronted them again, after coming back from TK's desk, they said "I cannot see the reservation".
I called US 800 # and got the PNR. LH's desk said "I cannot pull flight information with the PNR".
I called the 800 # again, got the ticket number from UA res agent. This time LH said "you cannot have a UA ticket number, because you are traveling on TK on the first leg".
My reply was, "I came with UA, ticket is still booked through, paid to, issued by United".

After 2 hours at the airport, 3 phone calls to United I got my ticket.

As a final insult, they told me that "We are not a representative of United in Turkey".. (What?) "We hate Star Alliance" (keep it coming) ... "People think that we can issue tickets for SAS, US, UA.. but we cannot " (oh yeah)..
"We are doing a big favor to you, and you should realize that" .. (hmmm)

From now on, I am buying my Germany - Istanbul connections on TK. Much better service on board, with smiling crew and occasionaly bigger equipment.



Quoting Royisher (Reply 10):
We actually had a very similar deal with LH in Ankara

My personal opinion is that is not a problem of LH rather one of the staff sitting there. Sure LH could teach them how to behave.
LH is a great airline, no doubt, but not a perfect one.


User currently offlineFlying Belgian From Belgium, joined Jun 2001, 2392 posts, RR: 9
Reply 23, posted (8 years 7 months 3 weeks 6 days 6 hours ago) and read 3778 times:
Support Airliners.net - become a First Class Member!

This is the problem of those Alliances marketing campaigns. You all think because it's "Star" or "OneWorld" one partner will be liable to change the reservations/tickets for another partner airline...
In CDG last summer, the RG rep told me he didn't care about "all that Star Alliance fuss" when I threatened him to write a letter to Star Alliance Paris... (my flight was cancelled and I've never been rebooked).
I'm not even sure that the E-Ticketing interline is operational inside OneWorld or Star.


FB.



Life is great at 41.000 feet...
User currently offlineAussiestu From Australia, joined Mar 2001, 780 posts, RR: 1
Reply 24, posted (8 years 7 months 3 weeks 6 days 4 hours ago) and read 3740 times:

Sorry but I expect even after this BAD service you will continue to fly Star Alliance because "oh my god I have all these miles accumulated and I dont want to lose them"! If you are the customer that airlines value then move to another alliance and let Star suffer. If they truelly want you back then they will chase you.

Dont look for compensation look for service!


25 Cmk10 : I've had trouble with LH staff too, but at IAD. I was flying United to Frankfurt on a Saturday and had an onward connection to Heathrow the next day.
26 Ar385 : Names. You should get names. Once you've been nice and polite and you have not received any answers and/or just the rude treatment, just as politely,
27 Post contains images JGPH1A : Malev are already using Altea Reservations, they migrated last year. They use the Amadeus E-ticket Server (ETS), yes. Yes it is. Interline e-ticket a
28 ANother : And then ask them for the name of their supervisor/boss.
29 The Ticketor : JGPH1A, Thanks, that sounds good. One month to go until I get to work with Amadeus again!
30 JGPH1A : Yay - a happy customer ! That's what we like to see. Good luck with Malev, have fun.
31 Beowulf : You certainly had a bad experience with LH, and the responsible staff should/could have been more polite. As I wrote in another thread ... write a let
32 The Ticketor : JGPH1A, One more question: Does MA use the entire Altéa package, or just the CRS-part of it (Altéa Sell??)? What about DCS?
33 JGPH1A : At the moment, MA uses Altea Reservations (formerly known as Altea Sell, formerly known as System User). Their inventory is hosted in SITA Gabriel st
34 DTWAGENT : That is the type of treatment my group tour got from LH in FRA when they screwed up all of our tickets coming out of HEL to FRA to conx to DTW on LH.
35 Jetdeltamsy : My GUESS would be that you simply got a very inexperienced agent at LH. Typically LH employees are very, very well trained. LH is a huge promoter of S
36 Post contains images Tango-Bravo : This is very much a reality where interline/code-share ticketing is concerned, regardless of whether or not an alliance is involved. Not necessarily
37 Lufthansi : Hi there! I am a Lufthansa employee. And guess what? I had the same problem in Hamburg! But read this: I got a LUFTHANSA TICKET in Paris and the agent
38 GuyBetsy1 : And IATA wants all worldwide airlines to be through e-ticketing by 2009? Dream on.
39 Post contains images JGPH1A : Not yet, but we're working on it ! That too ! Trust me...
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