Experience

Saturday, June 27, 2015

Win-win

Airlines, similar to hotels, sometimes overbook their flights. Usually there is a percentage rate of clients who do not show up. But every rule has an exception.

Could be an unpleasant scenario- but I loved how Lufthansa deals with it. In a short period of time I heard two such stories from friends.

Case 1.
  • The flight NewYork - Frankfurt is very popular, most of the passengers being on business trips.
  • The business class was overbooked. 
  • The staff asked if somebody would like to move to the economy class

Our friend accepted, and enjoyed the business-class service a few rows in the back in the sweet expectation of a cash reimbursment upon arrival. 

Case 2.
  • A local flight: Dusseldorf- Munich is a very popular one and occurs several times per day.
  • The flight is overbooked. 
  • The staff asked if somebody would like to wait two hours till the next flight 

Our friends flying on holidays heard an announcement and agreed to spend the time in the business class lounge, dreaming how they could spend the reimbursement Lufthansa offered to book their next vacations.

Overbooking is rather an exception-but we remember most the exceptional situations, especially if the company deals so nicely with them. Clients will always be glad to help if the compensation is higher than the inconvenience.

I don't remember hearing people more excited about an airline, than in these circumstances. Both friends told us their stories with such a great enthusiasm, that made me sure- we are not the only ones who will hear it. 






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