Luxury Travel Bump: Lufthansa Class Drop
Hello from the Lufthansa Lounge at Newark Airport! My dad and I were supposed to enjoy the luxurious experience of Lufthansa’s Allegris A350 first class on our flight tonight, which was the whole reason for our trip. Spoiler alert: things aren’t going as planned. Buckle up, because this rollercoaster is live.
We Have a Problem!
My dad and I set off on what we hoped would be a pampered adventure from Newark to Munich in Lufthansa’s A350 first class. We originally had business class tickets, but I splurged nearly two grand per person to upgrade us to first class. Why, you ask?
- My mom’s battle with terminal cancer left us with few chances for father-son trips, so I wanted to make this one extra special for my dad.
- Plus, there was a chance to experience not one but two types of the Allegris first class seats, which our dedicated readers are keen to read about.
We used Lufthansa’s instant upgrade feature, a supposedly foolproof method — as long as the “A” fare class shows availability — guaranteeing our seats ahead of time. Or so I thought.
We arrived at the lounge, first class boarding passes in hand, ready to sip champagne in the exclusive first class dining area. I was in seat 1A, my dad in 1D, and we were feeling pretty fancy.
An hour crawled by, and when I asked for our boarding passes at the reception, the agent’s puzzled expression was not what I wanted to see. “You’re waitlisted for first class,” she said. Impossible, I thought, as I showed her my mobile pass. But a phone call later, she dropped the bombshell — my highly anticipated seat was out of order, leaving me without a throne in the sky.
Here’s where it gets comically cozy — the only alternative was to bunk in the center suite with dear ol’ dad. This isn’t your typical suite; it’s a snug duo, designed for close companions, not exactly what we had in mind. Our choice? Share the suite or slink back to business class with a refund. Seems generous, right?
Communication Failures and Kudos
While waiting, a call from Germany — the HON Circle line no less — convinced me I’d be getting top-notch service. Wrong. The representative suggested doubling up in the suite was no biggie. Her “take it or leave it” stance was baffling. Compensation didn’t seem generous, but apparently, that’s “just my opinion.” Charming.
Meanwhile, the lounge manager Sebastian and later, duty manager Lloyd, stepped in. Unlike their colleague, they were both helpful and empathetic. Yet, their hands were tied by the system’s confines. An inaccurate briefing had already been reported: supposedly, we’d agreed to the downgrade, and this was before the German phone call. Shocking!
Finally, we settled; my father accepted the business class downgrade, pocketing €2,000 compensation. He’s cool with it, as the trip’s more about reviewing Allegris first class anyway. We’ll spoil him later in Europe.
- Dad got one of the business class suites, a slight consolation with a bit more legroom.
- And a request for my dad to enjoy first class meals with me since his food would have been served in our original configuration.
It seems you’ll be getting an unexpected twist with the Lufthansa double suite experience review after all!
Customer Service Fail
While Sebastian and Lloyd earned my respect, the overall customer service experience left much to be desired:
- For a nearly new plane to have a broken first class seat is baffling. Come on, Lufthansa, step up your game!
- Inconceivably, Lufthansa knew the seat issue but chose silence until I asked for boarding passes — not exactly proactive.
- The HON Circle line’s abrasive approach was a disservice, failing to empathize or adequately address our grievances.
- Miscommunication from the HON Circle agent to the ground staff was a severe blunder, further escalating the situation.
- Trying to squeeze us into the double suite when a seat failed encapsulates the poor design logic there.
- It’s disheartening to witness the limited autonomy granted to Lufthansa’s duty managers in remedying scenarios like this.
The difference in customer service between Lufthansa’s first class and Air France is staggering. While Air France comes at a premium, their service undeniably justifies the price. If Lufthansa aspires to ascend from a British Airways level to Air France’s heights, this isn’t the way to do it.
Bottom Line
Our anticipated Lufthansa Allegris first class escapade has hit turbulence thanks to an inoperable seat. Technical glitches happen, but handling them effectively sets airlines apart. Despite the Newark team’s efforts, the poor communication, the HON Circle line’s bluntness, and the awkward double-suite negotiation tarnished the experience.
Stay tuned as we embark on this unexpected journey, eager to finally see what this highly touted product has to offer.