banfield
Posts: 23
Joined: Thu Jul 13, 2000 8:26 pm

Lufthansa - Bad Service?

Fri Aug 25, 2000 5:33 pm

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

 
Guest

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 5:43 pm


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

Cheer, B737-700
 
banfield
Posts: 23
Joined: Thu Jul 13, 2000 8:26 pm

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 5:46 pm

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

Regards
Banfield
 
steman
Posts: 1400
Joined: Wed Aug 09, 2000 4:55 pm

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 5:52 pm

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
 
banfield
Posts: 23
Joined: Thu Jul 13, 2000 8:26 pm

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 5:56 pm

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
 
Guest

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 5:57 pm


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
 
Guest

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 9:20 pm

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.
 
banfield
Posts: 23
Joined: Thu Jul 13, 2000 8:26 pm

RE: Lufthansa - Bad Service?

Fri Aug 25, 2000 9:26 pm

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
 
avion
Posts: 2126
Joined: Tue May 18, 1999 1:28 am

RE: Lufthansa - Bad Service?

Sat Aug 26, 2000 3:16 am

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
 
PU803
Posts: 139
Joined: Thu Aug 19, 1999 8:06 pm

RE: Lufthansa - Bad Service?

Sat Aug 26, 2000 3:39 am

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
 
patroni
Posts: 1372
Joined: Sat Aug 14, 1999 7:49 am

Air UK German Timetable

Sat Aug 26, 2000 3:48 am

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
 
Hepkat
Posts: 2134
Joined: Fri Aug 11, 2000 8:22 am

RE: Lufthansa - Bad Service?

Sat Aug 26, 2000 5:41 am

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.
 
Udo
Posts: 4288
Joined: Tue May 18, 1999 5:16 pm

RE: Lufthansa - Bad Service?

Sat Aug 26, 2000 2:06 pm

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
Me & You & a Plane Named Blue...