Lufthansa’s excellent customer service

If I have problems with the customer service of large corporations in Germany, or indeed in some other countries, then I often write about it.

Today, I am going to do something to redress the balance and write about an example of good customer service that I experienced recently – with Lufthansa.

The suitcase on arrival in FrankfurtWhen we returned from our recent trip to Lanzarote, one of the wheels had broken off one of our suitcases by the time it came along the carousel in Frankfurt.

We duly headed to the damaged baggage desk in the basement of the airport and showed them the problem.  They gave us written confirmation of the damage without actually accepting liability, and told us to call a special telephone number once the suitcase was empty to arrange for it to be collected.

We followed the instructions on how to label the empty suitcase and called the number that we had been given.  On the other end of the phone was someone from DHL who arranged a day for them to come and collect the suitcase, and our normal DHL parcel courier turned up at his usual time on the appointed day to do so.

Only three days later we received a phone call from Lufthansa to say that the suitcase could not be repaired, so instead it would be replaced and we could choose the colour of the new one.

That was Friday, and on Monday morning the new suitcase arrived in a large cardboard box.  Not only had they replaced the suitcase at no charge to us, but they had even given us one in the same size from a well-known high-quality brand.

So thank you Lufthansa for proving that there are multi-national companies out there prepared to do everything to make their customers happy.

I am obviously not alone in my opinion of their after-flight service.  You may also like to read “Compliments and complaints with Lufthansa” on Maria Shipley’s travel blog.

 

Bergen auf Rügen

When I arrived on Rügen, one of the first places that I went to was the island’s capital, Bergen.

Bergen auf Rügen somehow felt familiar, even though I had never been there before.  It reminded me of other places that I had visited on the North Sea coast, even though it is actually located some way inland.  I think this was a mixture of the architecture and the layout of the town, of maybe it is something that many towns along the coast have in common.

The market square and a car park is located at the centre of the town, although – perhaps confusingly – the signs to the free car park called “Zentrum” actually take you in a different direction.  From that car park it is a 10 minute walk to market square along a tree-covered road.

The market square in Bergen auf Rügen

The market square

Once there, the most noticeable building is the Benedix House, named after the family that used to live there, it is considered to be the oldest residential house on the island of Rügen and was apparently built in 1538.  It currently houses the tourist information office. [Read more…]

Upgrading the train stations

A train at the Rosengärtchen stop in OberurselFor the past few years the stations along the U3 line from Frankfurt to Oberursel have one-by-one been re-built.

The main reasons for this have been modernisation.  The station at the end of the line had been just a provisional platform due to the line being shortened, and new signalling and information displays were installed.

Another was to add more capacity to the system, as many of the older stations had a maximum length of 50m, which equates to four carriages.  Now all platforms are 75m long for the six-carriage trains that run on weekdays.

But one of the most important reasons in my opinion was to make all of the stations “barrierefrei”, ie. to make the platform the same height as the floor of the train. [Read more…]

Please click on ACCEPT to give us permission to set cookies [more information]

This website uses cookies to give you the best browsing experience possible. Cookies are small text files that are stored by the web browser on your computer. Most of the cookies that we use are so-called “Session cookies”. These are automatically deleted after your visit. The cookies do not damage your computer system or contain viruses. Please read our privacy information page for more details or to revoke permission.

Close