In transit - I
I experienced the worst airline service last night ever. Due to a thunder storm flights were significantly delayed. However, having finally boarded, we taxied to the end of the runway with 4 flights ahead of us in the take off cue, just to be told that we had now missed the city's midnight take-off curfew and that we will have to return back to the terminal building along with 30+ other flights (most long haul). Arriving back at the gate, we had to wait for it to be opened and for us to disembark. Back in the terminal chaos reigned! There were almost no staff to be seen and the few that were still there were aggressive, uncooperative, uninformed and shutting down their counters because they have reached a 12 hour work day. At passport control, there was one desk open trying to deal with 10,000 tired and frustrated passengers. Having worked our way through the gates we arrived in an utterly deserted arrival/departure hall. Not a single desk manned. At 01.00 we were all left to fend for ourselves with no accommodation, food or water arrangements made for passengers. I captured a number of images that I hope will convey the juxtoposed service promise and delivery. I fully understand that there are rules and laws, but this event is a shaming indictment of zero disaster planning by the Lufthansa management and Board of Directors. Shame on you. This is a case of staff rights placed ahead of customer service and safety. This is a case of passengers treated as 'Untermensch'!. Most airlines manage to provide a reasonable service under normal conditions but differentiate themselves from others in how they deal with the unexpected. The ensuing chaos last night showed up Lufthansa and the Frankfurt Airport Authorities for what they truly are - sub-mediocre, negligent and wanting!
In transit - I
I experienced the worst airline service last night ever. Due to a thunder storm flights were significantly delayed. However, having finally boarded, we taxied to the end of the runway with 4 flights ahead of us in the take off cue, just to be told that we had now missed the city's midnight take-off curfew and that we will have to return back to the terminal building along with 30+ other flights (most long haul). Arriving back at the gate, we had to wait for it to be opened and for us to disembark. Back in the terminal chaos reigned! There were almost no staff to be seen and the few that were still there were aggressive, uncooperative, uninformed and shutting down their counters because they have reached a 12 hour work day. At passport control, there was one desk open trying to deal with 10,000 tired and frustrated passengers. Having worked our way through the gates we arrived in an utterly deserted arrival/departure hall. Not a single desk manned. At 01.00 we were all left to fend for ourselves with no accommodation, food or water arrangements made for passengers. I captured a number of images that I hope will convey the juxtoposed service promise and delivery. I fully understand that there are rules and laws, but this event is a shaming indictment of zero disaster planning by the Lufthansa management and Board of Directors. Shame on you. This is a case of staff rights placed ahead of customer service and safety. This is a case of passengers treated as 'Untermensch'!. Most airlines manage to provide a reasonable service under normal conditions but differentiate themselves from others in how they deal with the unexpected. The ensuing chaos last night showed up Lufthansa and the Frankfurt Airport Authorities for what they truly are - sub-mediocre, negligent and wanting!