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The Terrible, Vindictive Lufthansa Lounge Milan Agent

I fly quite a bit, and as any frequent flyer can attest to, service within the airline trade is usually a combined bag. Some airline staff are superior and love to assist folks, whereas others are detached.

On Wednesday afternoon I encountered essentially the most unprofessional service I’ve had from an airline worker in years, on the Lufthansa Lounge Milan Malpensa (MXP). I’d say this was the worst customer support expertise I’ve had since my TAAG Angola first-class flight from Luanda to Sao Paulo…

Our checked baggage ought to have been a non-issue

Let me set the scene. We have been flying Emirates from New York to Milan, after which SWISS from Milan to Zurich to Good. Airways will typically allow you to verify baggage via to your ultimate vacation spot, even should you’re not flying on a associate, so long as the airways have an interline settlement. Finally it comes right down to the airline working the primary phase as as to if or not they need to enable it.

I’d be aware that we left sufficient time in Milan in order that we may decide up our baggage and simply re-check them if we needed to. There have been solely Emirates contract brokers at Emirates check-in at JFK, they usually couldn’t simply work out how one can verify our baggage all through to Good. No worries.

After we received to the Emirates Lounge JFK, there have been precise Emirates staff, they usually supplied to verify our baggage all through. Despite the fact that our baggage have been already checked in, they assured us the luggage may simply be retagged. Luggage are consistently retagged after check-in, so that actually isn’t sophisticated. And certainly they did that, as a result of as you’ll be able to see under, the luggage have been accurately tagged.

Emirates baggage tag to Good

Whereas they couldn’t reprint the precise declare tag within the lounge, they wrote the brand new declare tag numbers on our bags declare card, which ought to be completely superb. So long as you have got that code, you have got all that’s required to tag baggage.

Emirates baggage declare card

At this level the luggage can be tagged all through to Good. Nonetheless, as a passenger you must all the time give the connecting airline your baggage declare card as quickly as attainable, in order that they will add it into the system on their finish and cargo the bag. In spite of everything, they could not load the bag if the passenger hasn’t knowledgeable that airline of their intent to verify a bag.

Issues go south on the Lufthansa Lounge Milan

We arrived on the Lufthansa Lounge Milan with loads of time to spare earlier than our SWISS flight to Zurich. Upon being admitted to the lounge, I knowledgeable the agent that we had two checked baggage, and handed her the bags declare playing cards.

Lufthansa Lounge Milan Malpensa

The dialog went one thing like this:

Me: “The right declare tag numbers are those written on the precise, because the bag was retagged to be onto this flight.”
Agent: “For those who don’t have this, I can’t do it” (pointing to the stickers with the barcode)
Me: “However this was all finished by Emirates, and the bag is at present tagged to be on these flights. Can’t you simply enter the quantity so that is famous in your system?”
Agent: “No, this isn’t my downside, it’s Emirates’ fault.”
Me: “To be clear, the bag is tagged to be on this flight, however should you can’t enter it into your system, how is it presupposed to be loaded onto the flight?”
Agent: “That is Emirates’ downside, discuss to them.”
Me: “Emirates can’t replace the tag quantity in your system. We’ve the declare quantity and it simply must be entered into the system.”
Agent: “I can’t do something. Possibly you’ll be able to go to the gate 10 minutes earlier than departure and ask them.”
Me: “However I’d prefer to deal with this case now, as a result of if our baggage aren’t going to be on this flight, we’re not going to take this flight both, as we’d prefer to then remedy the issue right here.”
Agent: “There’s nothing I can do.”
Me: “Okay, so if I don’t do something additional now, what’s going to occur to the luggage?”
Agent: “You don’t have the precise tag, I can’t do something.”

At this level I stepped away to place some extra thought into the most effective method to take. I figured I’d take a “dangle up and name once more” method, within the type of attempting to see if there was a Lufthansa or SWISS transit desk within the terminal. Sadly there wasn’t.

So then I returned and spoke to the identical agent, and requested if I may please communicate to the station supervisor, as a result of I wasn’t getting the assistance I wanted.

She rolled her eyes at me and picked up the telephone, and somebody instantly picked up on the opposite finish (so I feel it’s extremely unlikely it was truly the station supervisor she was speaking to). The dialog was in Italian, so I didn’t perceive all the things, however I heard her say “Signore Schlappig” and “Francoforte.”

At this level she merely mentioned to me “okay, they’ll attempt.” I responded “however I heard you say my final identify and Frankfurt, once we’re flying to Zurich and the luggage are checked in my husband’s identify, which is Beckett.” She rolled her eyes once more, and picked up the telephone, mainly simply muttering “Zurich” and “Beckett”).

I simply need to make clear, the entire barcode factor solely exists to make it simpler for airline staff to enter the data, however there are not any implications past that. On the finish of the day a bag will solely be loaded if the passenger signifies that they need to verify a bag, and if the bag is tagged to the vacation spot. On this case each of these necessities have been met.

At this level we headed to check-in

For the reason that lounge agent clearly didn’t need to assist, at this level we headed to the Lufthansa & SWISS check-in desk. We took all our baggage to go airside, and at check-in simply knowledgeable the agent we had baggage checked via from Emirates.

We confirmed her the declare tag, and actually a couple of seconds later she indicated she added it to the system, and we have been good to go. The SWISS app even instantly mirrored our checked baggage. As anticipated, this could have been a non-issue, and he or she did what she was presupposed to do.

Finally this endeavor wasted fairly a little bit of time, as we needed to wait to get again via safety, and there was fairly a queue. However that was price it as a way to guarantee our checked bag would make it.

Attempting to get the lounge agent’s identify

At this level we briefly returned to the lounge, as we had about quarter-hour till boarding. I didn’t inform the unhelpful lounge agent that her colleague gladly checked our baggage via with out subject, as a result of I feared she is likely to be vindictive and in some way attempt to offload them.

As we left the lounge, I finished on the desk…

Me: “Could I please have your first identify?”
Agent: “Me? Why?”
Me: “As a result of I’d prefer to complain concerning the service you’ve supplied.”
Agent: “Why, due to your bag?”
Me: “Sure.”
Agent: “My identify is Maura. Simply so , I spoke with the station supervisor, and he instructed me you gave me the wrong data and your bag is not going to make it.”

She made that final remark with an enormous smile on her face. And simply to be clear, by no means did she attempt to discover us to get the proper data, however relatively she was clearly delighted to know we’d be with out baggage. Often airline lounges are supposed to supply superior customer support to what you’d discover within the terminal, by no means thoughts that Lufthansa is thought to be one of many world’s most interesting five-star airways. 😉

I’m sorry to report, Maura, that our baggage did make it, no due to you…

Backside line

I don’t often like to call and disgrace, however Maura on the Lufthansa Lounge Milan is the least useful airline agent I’ve had in eons. It’s one factor if she had simply refused to be useful, however her gleefully informing us on the finish of our go to that our baggage wouldn’t make it’s a degree of vindictiveness I haven’t seen from an airline worker in a very long time.

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