Sharing my experience with Lufthansa flights (operated by United Airlines). I
had a ticket from Chicago to India with layover in Frankfurt. The ticket allowed
to carry two luggage bags. I reach Chicago ORD and while doing my booking in
United Airlines kiosk it asked me to pay for the second luggage bag. I thought
there is a technical error and waited for someone to assist me with this. When
the assistant saw that she had to reach out to some else to get clarity on this.
Then another person came and informed me that I have to pay $100 for the second
bag and Lufthansa will reimburse the $100 OR I can go ahead and ask Lufthansa
service to put me on another flight they operate. I went to the Lufthansa
service centre there they informed me there is no other way but to pay the $100
for the second bag and get the reimbursement. The reimbursement will be made
after 15 days of the travel. I went to united Airlines Kiosk, paid the $100, and
checked in the luggage bags.
I reach Frankfurt. The layover time in Frankfurt
was 3 hours and 30 minutes. The scheduled departure time was 1:20 PM on the 7th
of Friday the gate # was B22. Near around the boarding time we are informed that
the flight is delayed and moved to 3:00 pm. I look around and see lot of senior
citizens I presume most of them are coming back to India after visiting their
kids abroad.
The second time we are told the flight is delayed again and the new
departure time is 5:00 pm, now there is some unrest, people are wanting to know
what is happening. All of us get a text with a EUR10 Coupon to buy some snacks
and beverage. About the flight status all we get from the crew is, “there is
some technical issue”. Then we are told the gate is moved and the new gate # is
B32 (I somehow believe that this was a false information provided just to move
people to a secluded gate where there is not many people around)
Everyone move
to the new gate area and start requesting for flight status. The response is
this, “they are having a meeting and we will come know any status update after 4
pm. After 4:00pm people are frustrated and ask the status of their flight the
service crew does not have any response and they inform they are also waiting
for updated. Somewhere between 4:30 to 5:00 pm it is informed that the flight is
cancelled. Now all the elderly people are panicking, most of them are having a
transit visa.
There was a gentleman in the crew who patiently answered everyone
with these options.
1. For people who have Shenzhen visa (or who are eligible to
enter Frankfurt) they get hotel accommodation and meals.
2. For everyone who are
not eligible to enter Frankfurt have to stay near that gate till the next day,
they will be provided with blankets and meals coupon.
There was lot of tension
but the crew kept repeating this to every member who asked for accommodation or
another flights or any other options. This went on for another 2 hours. Around
6PM this gentleman from the crew informed everyone to go to the Lufthansa
service center, which was in another floor. Most of the elders were panicking
and moving to the service centre not knowing what to do. Few people went to the
service center few were waiting downstairs to know what options the service
center was providing.
While waiting an old man 70+ years fell down and cut his
head. We picked him up and put him on the chair. It was a deep cut and lot blood
was flowing. Thankfully there was a doctor among us. She was travelling with her
husband and two toddlers. She tried to put pressure on the wound and stop the
bleeding she had to shout out for the service person to call for an ambulance.
The Ambulance arrived and put some bandage for the wound to stop bleeding. He
suggested to take him to the hospital. But the old man refused saying he cannot
spend money on hospital and he just wanted to go home.
In the service center
there was a long Queue. Around 8:30 pm my turn came to talk to the service
center person. She told me there is no other option but to take the next flight
tomorrow. However I have been hearing from the other counters that there are
flight options available, so I called one of the fellow passenger and checked
what was the option provided to him. He said he is taking a flight via Singapore
to Mumbai. I asked if that option is available for me and she replied “if you
can make it” and when I asked if my luggage will arrive to Mumbai her response
was “I hope so”. Both of these response form the service center made me worried
if I could catch this 9:55 pm flight and if my luggage will arrive with me. She
recommended me to take the next day flight and when I asked for accommodation
there was no reply. So I asked them to put me on the immediate Singapore flight
partly because I wanted to get out of there as soon as possible and I was not
provided any other flight / accommodation options.
I believe many elderly people
were also provided these careless responses because they choose to stay at the
airport throughout the night in the fear of not being able to catch the flight
OR losing their luggage. It was heart wrenching to see elders struggling in
another country where they cannot speak their native language. From this
incident I could gather that Lufthansa’s employees are overworked and under lot
of stress. I can understand this burn out and the stress people have to go
through in today’s world. However Lufthansa service crew’s callous behaviour
towards their customers and especially the elderly people was unprecedented. It
left a bitter taste for the service levels of Lufthansa.
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