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Lufthansa - Bad Service?  
User currently offlineBanfield From Austria, joined Jul 2000, 23 posts, RR: 0
Posted (13 years 7 months 4 weeks 1 day 19 hours ago) and read 1315 times:

During a flight with Lufthansa I saw in the inflight magazine, that the counties name below of "Montevideo" was "Brasil" which is wrong, as Montevideo is the capital of Uruguay. So I wanted to send a mail to Lufthansa to tell them their mistake.
Unfortunately they have a lot of e-mail adresses for different things (e.g. miles&more) but none for general inquieries or comments.
At least I wrote to somebody I thought it fitted best - and got an autoresponse answer.
This was two months ago, and nothing happened.
Is this standard not to answer to a question made with e-mail or only a bad Customer Relationsship Management.

Banfield



12 replies: All unread, jump to last
 
User currently offlineB737-700 From , joined Dec 1969, posts, RR:
Reply 1, posted (13 years 7 months 4 weeks 1 day 18 hours ago) and read 1266 times:


What kind of answer did u get ?
Probably this is just not important enough. Maybe that was just a printing error.

Cheer, B737-700


User currently offlineBanfield From Austria, joined Jul 2000, 23 posts, RR: 0
Reply 2, posted (13 years 7 months 4 weeks 1 day 18 hours ago) and read 1257 times:

The answer was like: Thank you for your mail, we will handle it as soon as possible and inform you.

Regards
Banfield


User currently offlineSteman From Germany, joined Aug 2000, 1320 posts, RR: 7
Reply 3, posted (13 years 7 months 4 weeks 1 day 18 hours ago) and read 1253 times:

Hei,
I don't think that mistake about Montevideo is really a big problem.
Just try to think to how many problems a big airline like LH have to face every day that I would never expected to have an answer.
After all have you had a nice flight with LH? If yes, this is the thing that counts more.
Don't misunderstand me, I have understood your post and if I were from Uruguay that would have been quite disliking to me but I would not speak of bad service.
Regards

Stefano


User currently offlineBanfield From Austria, joined Jul 2000, 23 posts, RR: 0
Reply 4, posted (13 years 7 months 4 weeks 1 day 18 hours ago) and read 1239 times:

Yes, maybe it is not important; because of this mistake no flight has to be cancelled, and no airplane has to be grounded.
But I expect an answer like: thank you for your help, we will correct this.

Banfield


User currently offlineB737-700 From , joined Dec 1969, posts, RR:
Reply 5, posted (13 years 7 months 4 weeks 1 day 18 hours ago) and read 1235 times:


Ok, so they will handle it as soon as possible. They probably did.
But would u really want to get a message like this ?? :

We're sorry for the mistake. WE handled it. Thanks for your mail.

B737-700


User currently offlineRyaneverest From , joined Dec 1969, posts, RR:
Reply 6, posted (13 years 7 months 4 weeks 1 day 15 hours ago) and read 1215 times:

Perhaps they think that the problem is so unimportant that they won't even bother correcting it. These are too trivial that they don't wanna look into it... out of the many articles in any single issue of any airline's magazine, there might be lots of mistakes, including spelling, grammatical, blah blah blah... that's why they don't wanna look into it at all.

User currently offlineBanfield From Austria, joined Jul 2000, 23 posts, RR: 0
Reply 7, posted (13 years 7 months 4 weeks 1 day 15 hours ago) and read 1209 times:

o.k. it is not important; but nevertheless it is a permanent mistake in the magazine, as this map will be used in the next magazines also.

Banfield


User currently offlineAvion From Bouvet Island, joined May 1999, 2205 posts, RR: 7
Reply 8, posted (13 years 7 months 4 weeks 1 day 9 hours ago) and read 1191 times:

Lufthansa's policy is to reply to all mails with an answer. And when i say all i do mean all mails.
Maybe you've did something wrong.

Tom


User currently offlinePU803 From Israel, joined Aug 1999, 153 posts, RR: 0
Reply 9, posted (13 years 7 months 4 weeks 1 day 9 hours ago) and read 1187 times:

Hi every one !
Why is so hard to say: LH makes a mistake!!!!
I think Banfield is right and LH no. When LH choices not to answer they decides what important or no. I think the client must to say what is important.
By the way, Paris is in Germany is a mistakes !
C U, Ido


User currently offlinePatroni From Luxembourg, joined Aug 1999, 1403 posts, RR: 14
Reply 10, posted (13 years 7 months 4 weeks 1 day 8 hours ago) and read 1183 times:

Back to the good old days when Air UK was not yet rebranded KLM uk they published a German timetable. In this timetable they called the airport of Bremen "Neuerland" (the real name is Neuenland) and what - was worse - still mentioned the airport bus as the only transfer between Stuttgart aiport and the city center, while in reality the bus wasn't existing any more for some years as now the suburbian train (S-Bahn) had taken over the connection between city and airport.
I wrote this to Air UK Germany and got a very friendly reply like : "Thanks for pointing it out, we appreciate that" etc.... and guess what... in the next timetable edition, the same errors were still there  

Anyway, I still considered Air UK as a very good airline, I always loved flying with them... I don't know how they developped since they are KLM uk as I never had the opportunity to fly on them since then...

Best regards,

Thomas


User currently offlineHepkat From Austria, joined Aug 2000, 2341 posts, RR: 2
Reply 11, posted (13 years 7 months 4 weeks 1 day 6 hours ago) and read 1162 times:

I think every story has two sides. First of all, LH did make a mistake, which should be corrected. But on the other hand, they are a rather large company, and can you just imagine how many email complaints, questions and responses they must get each day? In order for you to get a personalized response, they would have had to hire a significant sized staff, which would incurr additional expenses, not just for them, but for us, the flying public.

I don't expect that most airlines can justify that kind of cost.


User currently offlineUdo From , joined Dec 1969, posts, RR:
Reply 12, posted (13 years 7 months 4 weeks 22 hours ago) and read 1151 times:

For Lufthansa nothing is important, as long as the ugly stinky little economy passenger wants anything...
Forget LH, their service is bad, not only in the sky but also on the ground.
I know what I'm talking about...I've flown them often (too often), and I've been in contact ('contact', haha) with their 'customer service' on the ground...

You know what? I now fly Deutsche BA, BA and any other carrier not belonging to LH. Makes my trips enjoyable...


Regards
Udo


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