Lufthansa - A Great Experience - Spoilt at the last moment

[mel-world]

Flew on a fully paid ticket on LH 778 FRA-SIN in F a week or so ago and the whole experience was almost as good as SQ Suites - in some ways better; the on-board food for instance.

The Lufthansa FCT at FRA has to be tried once in your flying life if you possibly can afford a trip in First. We spent 3 hours there before the flight and only had enough time to explore the facilities, have a relaxing shower, a couple of glasses of 1999 Cuvee Louise Champagne (on special in the Lounge and on-board at the moment) and then a quick meal before the Mercedes was ready to take us to the plane.

The flight was just as memorable - I will write more once I get through this present assignment in Singapore and get back home to MEL. I particularly wanted to acknowledge the crew to LH management (as has been recommended in these forums) so tried to find out how to send them an email. Not so easy but eventually worked my way thru the on-line feedback forms and sent my message about the experience and faultless service levels for both my wife and me.

[You have to realise that I am just old fashioned - as well as being old - so not so happy with all this social media stuff!!]

Two days later while in the middle of a meeting, got a call from a private Singapore number. Ignored it and sent SMS saying to send me a message. An hour later another call - but no text. Eventually I had time to answer the call. It was from a LH Call Centre in the Philippines - I asked where she was calling from - but that was about all I understood. The line was not good and the accent hard for me to understand. The agent was reading a prepared script obviously to thank me for my feedback - no email, no personal message - just a pre-scripted thank you for your feedback. I was not amused especially when she asked me for my comments on the call.

Not only that but 30 secs after finishing the call, I got the email from LH. Or rather their research provider wanting me to do a 20 question feedback session on the quality of their handling of my 'complaint' - but it was a compliment I sent.:evil: I was very pleased to give them my opinion - not.

Am I being too particular or do some Companies just undo all their good service by a lack of proper follow-up?

 

[boomy]

Would love to see some photos from your recent LH F experience.
This is one of those flights on my bucket list.

 

[RooFlyer]

Also looking forward to a wider description of the trip (and lounge).

If giving a compliment to LH leads to a PITA, try seeking compo under the European rules for (in my case) a cancelled flight. A complete wall of obscure and obtuse web pages and then no reply, no-where to phone etc.

 

[MEL_Traveller]

Flew on a fully paid ticket on LH 778 FRA-SIN in F a week or so ago and the whole experience was almost as good as SQ Suites - in some ways better; the on-board food for instance.

The Lufthansa FCT at FRA has to be tried once in your flying life if you possibly can afford a trip in First. We spent 3 hours there before the flight and only had enough time to explore the facilities, have a relaxing shower, a couple of glasses of 1999 Cuvee Louise Champagne (on special in the Lounge and on-board at the moment) and then a quick meal before the Mercedes was ready to take us to the plane.

...

Not only that but 30 secs after finishing the call, I got the email from LH. Or rather their research provider wanting me to do a 20 question feedback session on the quality of their handling of my 'complaint' - but it was a compliment I sent.:evil: I was very pleased to give them my opinion - not.

Am I being too particular or do some Companies just undo all their good service by a lack of proper follow-up?

[-](Could a moderator please fix my spelling in the title - thanks)[/-]

These things happen. Hopefully once it makes its way up the chain the right people will get to see it.

Glad you liked LH. I think it is quite simply the best Fcl out there. No small part of that is the crew. On SQ they have to be nice to you. On LH they don't, but they are, and that shows with the service. It's refined.

While their food is subject to the same limitations as all airlines... at least on LH F you have a chance of a dish that wouldn't look out of place in a good restaurant. There are few airlines that deliver on that... SQ's not really on that list.

 

[mel-world]

Glad you liked LH. I think it is quite simply the best Fcl out there. No small part of that is the crew. On SQ they have to be nice to you. On LH they don't, but they are, and that shows with the service. It's refined.

A most accurate observation. On reflection, that's exactly how I would describe the experience. The crew did seem to have a genuine interest and were not the rather aloof crew sometimes experienced on LH. I do remember an evening flight some years ago now in J where I have never seen a meal served so quickly after takeoff. The lights were then turned off and we did not see them again until 90 mins before touchdown.

This recent flight had none of that minimalistic service.

 

[Alanslegal]

Glad you liked LH. I think it is quite simply the best Fcl out there. No small part of that is the crew. On SQ they have to be nice to you. On LH they don't, but they are, and that shows with the service. It's refined.

We flew LH F ex-FRA a few years back and my partner thought the F service was pretty ordinary with a very bland crew, and being almost robotic. There was another non-F crew member member who would walk through our cabin and smile at us each time, including once to have a quick chat. That said, I would love to have another flight on LH F and see what the fuss is about .... so which airline points system would work? Or is one just forced to pay cash? If its the latter, count me out for now.

 

[MEL_Traveller]

We flew LH F ex-FRA a few years back and my partner thought the F service was pretty ordinary with a very bland crew, and being almost robotic. There was another non-F crew member member who would walk through our cabin and smile at us each time, including once to have a quick chat. That said, I would love to have another flight on LH F and see what the fuss is about .... so which airline points system would work? Or is one just forced to pay cash? If its the latter, count me out for now.

Lufthansa doesn't suit everyone. I dunno who allows LH F redemptions... SQ? LH does however have some competitively priced advance purchase F fares... for around the same price as full business class.