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Posts tagged expectations

Over Spring Break we flew to Europe. By the time of our trip, the routing had changed to Houston-Frankfurt-Berlin in Lufthansa first class on the A380, returning Berlin-Frankfurt-Dallas, also in Lufthansa first class. The outbound was unbelievable. I have not flown a lot of international first but Lufthansa’s A380 first class is now my favorite “hard” product flying. The crew was stellar, providing prompt service and making sure that everyone on-board did not have any needs that were not met. The return longhaul flight was close to being a polar opposite.

Between Frankfurt and Dallas Lufthansa operates the Airbus A330-300. These particular planes, the ones based in Frankfurt, are just now undergoing conversion for the new first class seats. I knew this when I booked the tickets but ignored it because we needed to get home. Seats aside, the service from the crew was a 180 degree difference from what we experienced on the way to Germany. One flight attendant was attentive and helpful but the one who spent the most time in the cabin was as nonchalant and lackadaisical as they come. After lunch I had asked that the seat be made into a bed so that I could take a nap. The flight attendant put the seat into “lounge” mode rather than “flat” mode and kind of just tossed the mattress pad onto it. She didn’t take the time to make the bed or even get out the pillow and blanket. I searched through the overhead bin and found both. To top it all off, the food choices were not very good and the food itself was actually of poor quality (surprising since the flight was catered in Frankfurt).

One last thing. In Dallas, our flight was met by a Lufthansa representative holding a sign with a few passenger names. We saw our name and stopped to speak with her, thinking maybe we’d get taken to a quicker immigration line. She asked if we had checked luggage and said we would wait for a couple more passengers. After more standing around, the representative turns to me and remarks, “I can’t escort you to an expedited immigration line, you might as well go”. Well that’s a let down. What is this person’s role? To simply see if you have checked bags and put them to the side so you don’t have to wait for the carousel?

To be clear, I understand how fortunate I was to be flying in first class. I was simply a little surprised in the contrast between my outbound flight and the return. The flight crews were on opposite ends of the service spectrum. Had I known the service was going to be so poor, I probably would have saved the miles for first and just flown in business class. Will this keep me from flying Lufthansa again? No. Their A380 product out of Houston is certainly one of the best first class experiences in the sky. I file the whole experience under the crew having a bad day and the catering just being off. In the world of travel this is one of those, “sometimes you just have to realize you’re hurtling through the air in a metal tube” moments. It happens. It makes for a less than desirable experience but there is always the next flight.