“The Way the Earth Connects” in keeping with Star Alliance
It was March 3, 2023 when the United Airlines Mileage Plus 3 million flyer and lifelong 1K passenger approached the Gold lane counter at Frankfurt International Airport. It was the Lufthansa/ Star Alliance Transit Counter within the worldwide part of the airport, referred to as “Z” terminal.
The passenger was Juergen Steinmetz, writer of eTurboNews.
Here is my story:
I simply arrived at FRAPORT after a protracted connecting flight from Honolulu through San Francisco. I used to be going through had a 5 hour wait in Frankfurt to attach on Lufthansa to Berlin, the final part of my journey.
I used to be trying ahead attending the ITB commerce present within the German capital, and my keep on the Grand Hyatt Berlin.
I arrived after experiencing United Airlines Polaris service, top-of-the-line enterprise class cabins on transatlantic flights.
When I observed the lengthy layover in Frankfurt simply minuted earlier than I boarded in Honolulu two days earlier, I requested the United agent to alter it. She mentioned it was a bit late, and I ought to merely method the Lufthansa transit counter earlier than clearing immigration in Frankfurt. She added: “It should not be a problem.”
26 hours later in Frankfurt and a bit drained, however in a very good temper I approached the Lufthansa agent working on the Gold, First / Business Class lane on the transit counter within the worldwide Z-terminal at FRAPORT.
I smiled and joked in German. “I’m an outdated drained man arriving after two nights on a aircraft. Can you please assist me to get on an earlier connecting flight to Berlin? “
Hoping for a smile again the agent lectured me (not smiling): “As you can see this is a Lufthansa transit counter, and not a United Airlines ticket office. We only assist our own passengers.”
I used to be surprised, and he or she added: “Since you are showing me a United Airlines boarding pass, you have to contact your airline for any changes. We cannot help you, we don’t even make money on your ticket.”
I pleaded: “I am a 1K United Airlines customer what makes me Gold with Star Alliance and Lufthansa – similar to Lufthansa Honorary Circle. Would you at least take a look at my reservation? After all I am asking to change a Lufthansa segment and not a United flight.”
The agent gave the impression to be aggravated and mentioned: “I don’t have to, because I see your United Airlines boarding pass. If you were a member of Miles and More and if you had a Lufthansa ticket we get revenue for, may be there was something I could do, but in this case I can’t.”
I couldn’t imagine such a response and requested properly: “May I have your name?”
The Lufthansa agent responded with a transparent “No.”
She instantly lined her identify tag.
I continued to ask: “May I talk to your supervisor.”
Lufthansa Agent: “I have no supervisor – I cannot help you any further.”
I walked away and approached an agent who was directing passengers desirous to method the Z14 Lufthansa transit counter.
“Excuse me, who is the station manager or supervisor?” The agent responded in silence and in simply pointing on the Lufthansa agent who was working the economic system part of the identical transit counter. He sat two empty chairs to the left of the annoyed agent I simply handled.
Since there was additionally nobody in line, I made a decision to present it one other attempt. I approached the supervisor. He was studying the newspaper and felt troubled to be bothered by anybody.
At the identical time the girl from the Gold line subsequent to him whispered one thing into his hear. They each laughed at one another. After that and amused the agent informed me with out listening to my query. “As my colleague already told you, no one at this counter will help you or talk to you any further. Have a good day.”
I once more requested for the brokers identify. This was once more met with silence.
Wow! Perhaps I used to be nonetheless used to the Aloha spirit at residence, however the journalist in me needed to doc what I simply skilled. I took some photographs after I walked away from the counter and sat all the way down to make some notes.
Within a minute two Frankfurt Airport safety officers adopted by two German Federal Police officers with machine weapons got here working in direction of me.
They requested me to delete the photographs I took from my telephone.
I confirmed them my press credentials and defined I wanted the photographs for an article. The officer mentioned any photographs that might present a face can’t be taken, until I’ve permission. He added I ought to know this as a journalist.
When requested once more for the Lufthansa brokers identify, the enterprise like and pleasant police officer mentioned he couldn’t help. Steinmetz handed his Phone to the officer who deleted a few of the photographs he discovered offending.
In the meantime the “real” Lufthansa supervisor joined the dialog. She was a nice girl attempting to motive. She mentioned the gentleman I talked to on the counter was not a supervisor, however she was. She supplied to take a look at my ticket.
After all this I didn’t wish to have anybody do me a favor.
I used to be dissatisfied about this therapy and needed to inform the world about it. After all Germany can also be my nation of start, and this isn’t good.
I made a decision to finish this case, cleared immigration and proceeded to the Lufthansa Senator lounge. I sat there for the following 4 hours watching different flights to Berlin depart.
Stranded in Malta
Just 4 months earlier I used to be stranded in Malta attributable to a Lufthansa strike. I had a full fare Lufthansa enterprise class ticket for a flight Malta – Frankfurt- San Francisco. The solely half on United Airlines was from San Francisco to Honolulu.
Stranded at Malta airport at 4.30 am on November 6 I used to be not allowed to contact the Lufthansa Senator line. I used to be informed, this line was just for premium Lufthansa Miles and More members having a premium standing, and never obtainable to United Airlines passengers, regardless in the event that they fly on Lufthansa or not. I used to be additionally informed Business and First Class passengers on Lufthansa, until they’ve a Status with Miles and More don’t have any entry to a separate precedence telephone quantity. At that point I used to be additionally informed Star Alliance has no affect over entry at airports, however I might go to the lounge.
This was after being on maintain for a number of hours and ending up in a Philippine name heart solely to be informed to go to the Lufthansa web site.
When pulling up my itinerary on the Lufthansa web site, it mentioned: “Your reservation is cancelled, click here for alternatives. When clicking for alternatives it says, we don’t have alternatives and please contact the call center.”
I went again to my resort and loved two extra days of Malta hospitality on my dime after all.
Even although United Airlines had little to do with my ticket, I made a decision to name the United Airlines 1K desk. They thanked me for my loyalty to United and resolved the difficulty inside minutes. They re-booked me on a Swiss flight to Zurich and connecting to a different Swiss flight to San Francisco.
After the Frankfurt incident, I additionally referred to as the United Airlines 1K desk. United brokers confirmed they don’t like to speak with Lufthansa brokers very a lot. Confidentially I used to be informed about some horror tales confirming how impolite and non cooperative Lufthansa brokers had been even to United Airlines administration for years.
I reached out to Lufthansa customer support, and to Lufthansa media relations. There was no response.
I additionally reached out to Star Alliance customer support and media relations, solely to obtain a generic e mail asking me to contact United Airlines Mileage Plus.
Judging from what I skilled, Lufthansa has by much more severe points than fixed ongoing work strikes, cancellations and delays. They make use of annoyed associates who now not care.
This could be a harmful scenario even for a corporation by the scale of the Lufthansa group.
After all as Germany’s nationwide airline with such a glamorous historical past has a better duty. Lufthansa paints a picture for the German folks, the nation and particularly for German hospitality that’s counterproductive – and this turns into private.
Spirit MUC and Spirit FRA:
According to a confidential supply inside Lufthansa Munich, a brand new initiative referred to as Spirit MUC and Spirit FRA is altering the angle and it exhibits. It even began a small competitors inside LH airline associates in who has the higher angle. It may be hoped this may be saved up!
What occurred to Star Alliance?
Star Alliance apparently is simply primarily based on notion, lounge entry and interline baggage agreements. There is not any motion in relation to conditions like this.
Star Alliance slogan is: “The Way the Earth Connects”
Star Alliance is the world’s largest world airline alliance. Founded on 14 May, 1997, its headquarters are positioned in Frankfurt am Main, Germany, and Jeffrey Goh is its CEO.
As of April 2018, Star Alliance is the biggest of the three world alliances by passenger depend with 762.27 million, forward of each SkyTeam (630 million) and Oneworld (528 million).
