Gute Arbeit Lufthansa

I used to love flying but as documented by previous blog entries, the whole experience tends to be a nightmare.  I'm not all negative about all airlines however and my last few flights on Lufthansa have renewed my faith in the fact that flying can be done right.  Maybe it is the inherent efficiency of this German airline; maybe it is the people who work for the company; or perhaps it is the customers who chose the airline. Whatever the reason, I find the flights on this airline to be far more pleasant than any other recent flights.

Despite its European location, flying in and out of Tirana is not always an easy proposition.  With the exception of irregularly scheduled flights on local low-cost airlines, those of us trying to leave the country have few options.  I am eternally grateful that United Airlines does not fly into Tirana.  Even more fortunately, the ill fated Albanian Airlines has gone out of business, saving  all of the flying public from its questionable transportation practices.  Just about every travel destination requires a connection in one of three cities.  Connections through Rome, Italy are on Alitalia, an airline we had the unfortunate experience to fly on during our initial flight to Albania.  Heading north, Vienna, Austria is another option with a nice airport and customer friendly airline but the 0425 flight on Austrian Airlines leaves a lot to be desired.  Lufthansa flights, with connections in Munich, Germany, are by far the most convenient and pleasant means of traveling outside of Albania.

As with most things in life, you get what you pay for. Lufthansa isn't cheap; in fact it is often the most expensive air travel option but in my opinion, it is worth the cost.  Lufthansa, along with a few other major European airlines, still believes in customer service.  Whereas American flagged carriers nickel and dime you for every "amenity", Lufthansa provides these services for free.  You can check a bag, bring aboard a reasonably sized carry-on (I love the fact they actually measure and enforce the size restrictions), and request a blanket and pillow without having to whip out your credit card.  Snacks and beverages are free with good quality wine and beer being a part of the complementary menu.  And yes, these are the amenities provided in the economy class cabin.  On our most recent flight we were greeted at the airplane door with a full sized Toberlone bar.  I mean, how can one not love an airline that provides you with free Swiss chocolate as you board the plane?

Unlike most airlines, Lufthansa seems to genuinely take the needs of children into consideration.  As a parent, it doesn't bother me when other children cry on flights but I find my own child's tantrums intolerable mid-air.  We do our best to keep Sidney amused; our carry-on always holds a variety of favorite snacks, old stand-by toys, and a special surprise to keep Sidney distracted and prevent any spontaneous mid-flight outbursts.  Lufthansa takes that extra much appreciated step by providing free children's entertainment packs for every child.  These gifts aren't fancy; sometimes they are small picture books, a small stuffed toy or other type of game.   Most importantly, each gift includes a small package of gummy bears.  Now I'm not a fan of giving sugary treats to children, but any parent who has flown with a small child understands the importance of swallowing, chewing, or sucking to relieve ear pressure during take offs and landings.  Lufthansa apparently understands this importance too.

Maybe it has been sheer luck, but I have yet to fly on a Lufthansa flight that has been delayed.  (The last time I flew on a United flight the captain actually apologized for the fact that the cabin doors would be closed ON TIME since he was trying to depart ahead of an impending storm.  Really?  Shouldn't we expect on time departures?).  Instead of the multi-zoned, special class pre-boarding process that dominates American flights and seems to do little in terms of improving efficiency, Lufthansa boards their flights by simply announcing that boarding has begun and taking it from there.  On all my flights people have managed to board the planes so efficiently that doors have been closed and the plane ready to push back prior to the scheduled departure times.  (The only snag I have ever witnessed was an outbound flight where an elderly woman had decided to sit in a business class seat that had been assigned to someone else and didn't understand why the flight attendant was insisting that she move to her seat in the back of the plane).

Flying his very own Lufthansa jet

There are some things that airlines just can't control.  They can control neither mother nature nor natural disasters and for the most part they can't control mechanical problems with aircraft.  Unfortunately airlines can't force their passengers to bathe before boarding or educate them against the wisdom of dousing themselves with pungent cologne prior to takeoff.  As I have witnessed on all of my flights flying into Tirana, airlines can ensure people actually stay in their seats until the plane comes to a full stop, cell phones are turned off for the entire flight, and disembarking is as orderly as possible.

See, flying doesn't always have to be a bad experience.  Instead, as travelers we must chose our options wisely.  Instead of the dread I used to feel about an impending flight, my travels with connections in Germany are almost something to look forward to.  Where else can I check a bag for free, get good quality chocolate, and a glass of wine while traveling to another great European destination?

Oh United Airlines How I Dislike You.........

Oh the joys of air travel.  I used to love flying- the excitement of boarding a flight and taking off for unknown parts.  You could show up at the airport, your loved ones could escort you to the gate, then you and your baggage would arrive at your destination on time.  That isn't the case any more.........between baggage fees, paying extra to reserve a seat, too large people cramming into too small seats, and people who don't realize that body aromas should be minimized before embarking on a journey in a small metal tube (please bathe people!) , air travel has become an unpleasant experience.  It has gotten so bad, that crying babies are the least of our concerns.

I started writing this from Gate C 22 at Dulles International Airport where at the time, I was twelve plus hours into my travels.  After a very long day, I was waiting for my delayed flight to Portland, Maine.  I had left Copenhagen Denmark that morning on what should have been a 1220 flight.  (I had arrived at the airport at 0800 since Glenn and Sidney's flight back to Tirana was much earlier).  Instead of the SAS flight I had expected to be on, we were put on "a very special"- yes, this is a direct quote from the chief steward-- flight that was operated by Euro Atlantic Airlines who in turn was sharing its crew with SAS.  (Prior to this flight I had never heard of Euro Atlantic Airlines and they aren't listed on Star Alliance's roster of code sharing airlines).   We boarded the plane on time but then we just sat there for close to two hours. SAS prides itself on its on time flight arrival record but our delay-- due to food needing to be loaded onto the plane-  did not help their record.

My flight touched down in Washington ten minutes prior to the time my Portland bound flight was scheduled to take off.  I had given up on even making my connection but a gate agent assured me that since my United flight was delayed a half hour, I had plenty of time to make it.  I hoofed it through Passport Control where I was interrogated by an agent who didn't understand why I had been out of the country for so long, waited for my bag to be the last one to appear on the luggage carousal, went through Customs and security screening again then pulled an O. J. Simpson to make it to my distant United gate.  I arrived hot and sweaty but with what should have been ten minutes to spare. I had made it!  Or so I thought..........

In typical United fashion, the flight was delayed yet again and customers were being provided with a variety of excuses.  First we were told the flight was over sold and they were looking for volunteers who would be willing to give up their seat in exchange for a seat on a later flight out of National Airport and a $500 voucher.  (There one taker- who was headed to visit his in-laws- but he wasn't allowed to leave for National until after our flight left).  As the delay kept creeping back in ten minute then twenty minute increments, we were simultaneously told that we were waiting for the plane to arrive, waiting for the crew to arrive, and waiting for the plane to be repaired from an unspecified ailment.  As time ticked away we were all getting conflicting text messages and email updates from the airline.  The man sitting next to me received an email saying the flight would leave Dulles at 1800 and arrive in Portland at 1900 while I received a simultaneous email message saying we were leaving at 1815 and arriving at 1800.  Obviously neither of these scenarios were feasible and we weren't the only ones receiving these messages.

Fellow passengers were getting increasingly irate and the flustered gate agent continued to provide conflicting answers to the barrage of questions that only continued as time passed.  At one point the gate agent fled to find her supervisor (or to escape our ruthless questions). She returned with a supervisor who had a sense of humor and promised not to leave us until we actually boarded the flight and took off (in today's traveling world, there is a distinction between the two).  At one point we were all shuffled down four gates to the location where our new plane was ready to go once our crew arrived.  Again, no formal announcement was made (since the screen was broken at Gate 22???) but with each continuing minute our frustration and sense of humor seemed to increase.  We began sharing travel horror stories- most of which revolved around United's horrible customer service.  The one positive (?) story involved lost luggage than United shuttled four hours into the wilderness for a group of white water rafters.  Unfortunately, when you are flying to a small city, your flight options are limited so United ends up being the airline of "choice" for many of us.

Finally part of our crew arrived to a standing ovation from all of us (the flight officer remained AWOL for an additional twenty minutes).  They were only three hours and a hundred excuses late but they finally arrived.  So to Max the United supervisor and all of my fellow passengers on Saturday night's United Flight 3385 from Dulles to Portland, kudos to all of us for using humor to get through another poor United Airlines customer service incident.

I am happy to report that we all made it to Portland in one piece.  And my luggage arrived with me.  Unfortunately, I get to do this all over again in reverse next week.

Update:  Not everyone is so "fortunate"-  Think link share a far more horrific United experience.  When will the airlines get it together and started remembering that without customers they won't have any business?