Your wholly owned subsidiary Austrian Airlines is completely unresponsive in dealing wi...

GetHuman-jpaget's customer service issue with Lufthansa from July 2018

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The issue in GetHuman-jpaget's own words
Your wholly owned subsidiary Austrian Airlines is completely unresponsive in dealing with an issue. Regardless, your financial controllers should look into what is going on there because it is crazy business practices, destructive of Lufthansa shareholder value. Next stop will be to contact the Financial Times, etc with a tale of airline mismanagement.**The mail I sent to Austrian Airlines on ** June then again on ** July which is hopefully self-explanatory:**Flight carrier: OS*Flight number: ****Flight departure airport: VIE*Flight arrival airport: GVA*Flight date: ****-**-***Ticket number: **************PNR: NN**JW*Message: My wife and I were flying from ZAG to GVA with a connection in VIE. The connection was from ZAG-VIE flight OS*** but as the plane was landing, I noticed we only had ** minutes from an off-stand parking place to connect to the GVA flight. Crazy. **I told ground staff who were taking ZRH and LON bound passengers on a special bus direct from the aircraft but they insisted everything was fine and we had to go with the other passengers. Bus waited for hand luggage to be offloaded from the plane then finally set off to the main building where there was a huge queue at immigration. Battled through immigration then ran to security where it was chaos. **It was now **** ie ** minutes to departure. Asked three different members of staff for help. They were tired, haggard and shrugged their shoulders saying "Same problem for all these people". All around were anxious passengers on short transfers. No-one was enjoying the experience. Battled through security and ran like **** all the way to gate F**. Got there at **** and was told the flight was closed. **This is completely crazy. You schedule ** minutes transfers from an off-stand parking spot? In pretty much every airport I travel through (JFK, GVA, ZAG and VIE in the last * days and MAN tomorrow) boarding closes *-** mins before departure time so you only really have ** mins to get a bus to the terminal, through immigration and security then all the way to F**. It frankly beggars belief that an airline would schedule something so obviously prone to failure at the very slightest delay.**The result is that my wife and I were put in a cheap hotel in Vienna (where the food was indescribably awful), had to get up a **** to get onto the rebooked **** flight to Geneva. For Austrian Airlines, you have furious customers, had to pay for all this, plus taxi transfers and lose two high-priced morning tickets to Geneva. Your booking agent (who said ** minutes is too short but that the airport maintains they are workable despite all the evidence to the contrary) also said you would pay us EUR*** per person compensation - please do so rapidly.**This could almost be a perfect case study in how to bankrupt an airline: create an appalling customer experience by putting yourself in a position where you are almost guaranteed to fail and thereby have to pay out costs, expenses and compensation far in excess of any money made on the tickets. Is Lufthansa aware of this madness? They should be and senior members of your operations and finance staff should be being fired because they are simply reckless with shareholder monies. ** **** BANK ACCOUNT: Bank: Cantonal Bank of Geneva ** Cardholder: James Paget ** IBAN: CH** **** **** **** **** * ** BIC: BCGECHGGXXX

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Customer service issue
Reported by GetHuman-jpaget
Jul 18th, 2018 - 5 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 502 others
0 customers following this
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GetHuman-jpaget started working on this issue
Jul 18th, 2018 11:06am

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