Lufthansa strikes again!!

[hmmm]

I was looking for weird and unusual routings from Stockholm back to Australia in late April and noticed Lufthansa was operating the 747-400 on the FRA-SIN route. Whilst not being an interesting route, it was certainly an interesting aircraft, and probably the last airline with the "classic" in passenger service.
The things were not ideal with a 6 hour layover in FRA, but i went ahead and booked it as a one off "last ride on the classic" flight home.

Imagine my shock to board to aircraft and fin the seats were stained and filthy, the foam was dented by every previous occupants things and buttocks and the remnants of a previous passengers coffee and sugar on the little tray table. In short, the aircraft was in almost falling apart, was outright FILTHY and IMHO, simply not habitable for a 13 hour trip to Singapore.

I removed myself form the flight with the expectation LH would put me up overnight and send me the next morning on SQ, with whom I've NEVER had any issues in the past. Of course LH disagree and say i should have taken any one of the 37 empty seats, but I'm of the view that if my seat area wasn't cleaned, the neither were the others.

I paid for my own hotel and flight home the next day with Cathay and now the fun, of recovering my expenses from LH, begins!

BRING. IT. ON!!

 

[Forg]

If I were the airline I’d have done the same … and if I were the passenger I’d also like to think I’d have done the same, that’s revolting.

 

[RooFlyer]

I removed myself form the flight with the expectation LH would put me up overnight and send me the next morning on SQ, with whom I've NEVER had any issues in the past. Of course LH disagree and say i should have taken any one of the 37 empty seats, but I'm of the view that if my seat area wasn't cleaned, the either were the others.

You had every right to be revolted but not to even look at alternative seats (37!!) shoots down your case. I don't see why LH should compensate you for your simply not liking the seat you were assigned and not considering alternatives (not to mention how difficult it is to get LH to consider compo claims in general).

 

[hmmm]

"If I were the passenger I’d also like to think I’d have done the same, that’s revolting"

Im fortunate in that I can afford to replace flights at the last minute and have no issue in doing so when an airline doesn't live up to its end of the deal. I am mindful, however, that many people are not and its unacceptable that they should be blackmailed or forced to accept such appalling standards from a global airline, under duress of been stranded in a foreign airport with no option to get home.

I also know that IF I took the flight and companied later, id have gotten the whole "were sorry we didn't meet your expectations and promise to do better next time" email which i refuse to accept, but leaves you in the position of not having much to claim against. This way, I do and will not hesitate to do so.

 

[hmmm]

You had every right to be revolted but not to even look at alternative seats (37!!) shoots down your case. I don't see why LH should compensate you for your simply not liking the seat you were assigned and not considering alternatives (not to mention how difficult it is to get LH to consider compo claims in general).

Like i said.... my seat was filthy, as was the one immediately adjacent to it (given Lufthansa retains its incredibly sub par, 2-3-2 layout in business, and 2-2 in the nose and upper deck)

With 37 empty business seats, its really not my job or responsibility to inspect each and every one to determine if its been cleaned. the fact mine and the one next to it weren't, is all i needed to decide, I'm not staying in those filthy conditions.

Unfortunately, or fortunately, this is not my first rodeo, neither is it my first experience with the mess that is Lufthansa. I have the Australian GM's details and my two prior matters were settled out of court for not insignificant sums. This one however will be very different as I am of the view they need to be made an example of for their repeated breaches of consumer protection laws.

They are a complete mess with no indication of any improvement in sight. I am genuinely confused why ANYONE voluntarily chooses to fly with them. I for one, am DONE. not just with LH, but the entire group. Fortunately, the return leg is on SQ so I don't have to deal with them ever again.

 

[lovestotravel]

Oh do let us know when you get your money back.........................

 

[Quickstatus]

Sorry lost me at the didn't want any of the other 37 empty J seats... (even though I do agree that the seat is unacceptable)
\
IDK, but maybe better stick with SQ (which I agree is better than many other airlines) given your other history including being banned by QF for a few months.
Additionally, could it be that some of your interactions with various airlines have exhibited a certain degree of overreaction on your part?

 

[anat0l]

Didn't know LH had a GM in Australia.

Gonna guess lawsuit (or small claims) filed, then either default judgement or settlement, all done in absentia and quickly. No court case, no response. Interested to know how the balance will be between a fundamental failure of LH to provide a particular service versus the passenger taking or accepting any reasonable measures to ameliorate or resolve the situation.

Personally, if one wanted to make a bigger example of them, I'd suggest a social media campaign or go to the media.

Curious to hear the results of this action.

I am genuinely confused why ANYONE voluntarily chooses to fly with them.

Recently flew two First Class flights with them. Both had clean seats, good catering and service. Wouldn't say they hit the #1 spot, but it was far more than meeting the bare minimum standard.

 

[RooFlyer]

With 37 empty business seats, its really not my job or responsibility to inspect each and every one to determine if its been cleaned. the fact mine and the one next to it weren't, is all i needed to decide, I'm not staying in those filthy conditions.

Sure, if you were happy to de-plane and pay for another airline/seat, then everyone's happy. But don't expect the airline to pay for your choice.

Unfortunately, or fortunately, this is not my first rodeo, neither is it my first experience with the mess that is Lufthansa. I have the Australian GM's details and my two prior matters were settled out of court for not insignificant sums. This one however will be very different as I am of the view they need to be made an example of for their repeated breaches of consumer protection laws.

They are a complete mess with no indication of any improvement in sight. I am genuinely confused why ANYONE voluntarily chooses to fly with them

And yet, after your two previous run-ins with LH, which you say went to court & settled, you DID voluntarily choose to fly with them . I get peeved with airlines from time to time - very peeved with Qantas for a few years, so I flew other airlines, like QR and SQ. You went back to LH?? And weren't so schedule or $$ constrained that you couldn't chosen another carrier like SQ in the first instance?

IDK, but maybe better stick with SQ (which I agree is better than many other airlines) given your other history including being banned by QF for a few months.

Ah, thanks. A review of posts does indeed show that its not the OP's 'first rodeo'. Oh, well, it was interesting for a while.

 

[justinbrett]

So you just walked off the plane without giving a reason? And you just assumed you’d get your money back?

The flight attendants could have probably cleaned the area for you, or called to get the airport cleaners back. They would know if it was specific to your row or if the entire plane was like that.

Either way it looks like some steps were skipped and some assumptions were made.

 

[anat0l]

So you just walked off the plane without giving a reason? And you just assumed you’d get your money back?

I assume the OP demanded to be let off the plane, and probably and quite vocally communicated the reasons.

Oddly enough, apart from maliciously wasting the airline's time, I can't see a reason why any airline can refuse to offload a passenger if they so express it, irrespective of the reason. It doesn't necessarily mean the passenger will get or is entitled to their money back (in full or in part). In this instance, I'm not sure if the OP wants some or all of their money back (i.e. fare paid to LH plus auxiliary expenses for new fare and accommodation), or that plus more (e.g. punitive damages, pain and suffering damages)

The flight attendants could have probably cleaned the area for you, or called to get the airport cleaners back.

Given the OP's posture, I'm guessing these were not acceptable, even if they were offered. I've never heard of the airport cleaners being recalled to a plane which they have "done". An FA cleaning the seat postfacto might have been the same as one finding a hair in their dish and the waiter merely removes it (but in this case the customer has walked right out of the restaurant instead of accepting a new dish).

 

[justinbrett]

I assume the OP demanded to be let off the plane, and probably and quite vocally communicated the reasons.

Oddly enough, apart from maliciously wasting the airline's time, I can't see a reason why any airline can refuse to offload a passenger if they so express it, irrespective of the reason. It doesn't necessarily mean the passenger will get or is entitled to their money back (in full or in part). In this instance, I'm not sure if the OP wants some or all of their money back (i.e. fare paid to LH plus auxiliary expenses for new fare and accommodation), or that plus more (e.g. punitive damages, pain and suffering damages)


Given the OP's posture, I'm guessing these were not acceptable, even if they were offered. I've never heard of the airport cleaners being recalled to a plane which they have "done". An FA cleaning the seat postfacto might have been the same as one finding a hair in their dish and the waiter merely removes it (but in this case the customer has walked right out of the restaurant instead of accepting a new dish).

I agree a lot of this is far fetched but such would have to have occurred to walk off a plane and expect a refund.

I have seen cleaners recalled before, but agree this would probably not have met the threshold for that to occur.

 

[MEL_Traveller]

Oddly enough, apart from maliciously wasting the airline's time, I can't see a reason why any airline can refuse to offload a passenger if they so express it, irrespective of the reason. It doesn't necessarily mean the passenger will get or is entitled to their money back (in full or in part). In this instance, I'm not sure if the OP wants some or all of their money back (i.e. fare paid to LH plus auxiliary expenses for new fare and accommodation), or that plus more (e.g. punitive damages, pain and suffering damages)

Generally, if the boarding door is open and you’re attached to the terminal, not much an airline can do to prevent you disembarking.

There could however be significant costs to the passenger for the delay, including airport charges, baggage retrieval charges and the like.

If you aren’t attached to the terminal, bit more tricky. And if the plane has diverted, there may be government and security regulations which prevent you from disembarking.

Walking off the plane for a minor issue may see you get a refund if your ticket was fully flex and didn’t cause a delay (eg HLO). If your ticket was non-refundable, or the airline was going to go after you for delay costs, it might take a while longer.

 

[RooFlyer]

There could however be significant costs to the passenger for the delay, including airport charges, baggage retrieval charges and the like.

I was thinking that. Maybe LH will do a 'Finnair' and turn the tables.

 

[Quickstatus]

Usually when a product or service is below par, the reasonable course of action is to give the provider an opportunity to correct the issue.

 

[Scarlett]

Some sugar crystals and a small coffee stain is filthy…? We clearly have very different definitions for that word.

Good luck to LH on this one.

 

[RooFlyer]

Some sugar crystals and a small coffee stain is filthy…? We clearly have very different definitions for that word.

There was also the buttocks indentations on the foam.

 

[Scarlett]

There was also the buttocks indentations on the foam.

Very true. How could I possibly overlook filth such as that on a long haul airliner seat specifically designed for such a purpose.