Here is the reply from Lufthansa if you were wondering what they’d say about my rant about BiP’s flight from hell …
Dear Mrs. Falchetto, dear Mr. Falchetto,
Our Lufthansa Social Media team informed us about your post on Lufthansa’s Facebook and Twitter accounts. We also read your detailed report on your personal blog “Mummy in Provence”. Thank youvery much for making the effort to let us know about the unfortunate experience you had on your recent Lufthansa flight.
Lufthansa considers itself to be a global airline with an open mind towards all travellers, placing great value on the personal attitude and service ability of our staff. You are therefore right to expect our staff to be courteous, helpful and respectful at all times, especially when travelling with a young child – a fact that is surely stressful enough on it’s own. It therefore goes without saying that wesincerely regret to hear about your experiences on May 26 – the lack of service and even of generalcourtesy that you encountered is simply unacceptable. Please accept our sincere and heartfelt apologies for this.
Please rest assured that we as the Head Office for Customer Relations have informed our personnel management responsible for the respective crew, and there will be an internal follow-up with all involved regarding this matter. In addition, your feedback will be used – of course anonymously - in future trainings to help our staff visualize what impression certain inadequate behaviour can evoke with our passengers.
While we cannot make up for the unfavourable impression you gained from us on that flight, we have sent your daughter a gift by post to your address in France, as well as a token of our appreciation for Mummy and Daddy as well.
Dear Mrs. and Mr. Falchetto, we truly hope that this recent experience will not prevent you fromchoosing Lufthansa again for your next flight. We place great value in your patronage and can promise you that we will do everything to make your future flights with us once again a pleasant experience.
Lufthansa German Airlines
Customer Feedback Management