I’m going to be taking United’s last 737 flight today from LAX to San Francisco and then I’m turning right back around, so if anyone will be at either end, please come say hello. Of course, wasting half my day sitting on an airplane means that something has to give, so I’m going a little light with my post today. I’m talking about Lufthansa going above and beyond to help a traveler in trouble.
One of my oldest friends is in the Army and he’s currently living in Europe. His parents came out to visit him, but his mother was staying longer to visit family. So, his elderly father was flying back alone to Los Angeles via Munich on Lufthansa. Now, his father is really getting up there in years, and he somehow left his keys to the house at my friend’s place. Uh oh.
My friend was naturally concerned that his cell-phone-less father would be confused and possibly lost once he realized he couldn’t get in to this house, but he was already on the long flight back to LA. My friend simply wanted to get a message to his father telling him to call him or his brother so they could explain and help him. It seems like a small request, but it can often be difficult to get messages to people on airplanes.
I volunteered to email a contact at Lufthansa to see if they were able to deliver messages upon arrival. He said that they certainly could and that he would get back to me. Sure enough, Lufthansa staff in LA met the aircraft and had my friend’s father make the phone call. They then escorted him to the shuttle he was taking back to his home.
I know that the first comment will likely be that this only happened because I asked a connection and that a regular traveler wouldn’t be able to get this done. There’s no doubt in my mind that helped, but I’m not so sure that this wouldn’t have happened without me. My contact forwarded me the email correspondence he had with the LA folks, and he wasn’t asking for special treatment. They seemed to be more than happy to help out and definitely went above and beyond. I imagine they would have done the same had the request come from a reservations agent.
I don’t often write about Lufthansa, and they certainly wouldn’t have expected me to write about this, so I would like to think that it was just some good old-fashioned customer service. Just thought it would be nice to bask in the glow of a nice story.
I’ll be back tomorrow with my report on United’s 737 retirement.