When did this begin? Is this a chicken-and-egg scenario I ask myself, did our ("our" in this context being US - the beleaguered consumer) apathy fuel it, or did they ("they" = corporate coward bastards who hide behind their T&C's) just begin sticking it to us piece by piece, term and condition by hidden paragraph sub-section 4 appendage G, I don't know, but I feel compelled to explore the prolific expansion of the computer-says-no generation who offer nothing but heightened blood pressure and a feeling of utter frustration. (My auto-correct considered the word "explode" as I mis-typed "explore", seems my iPad knows me too well)
I don't consider myself particularly old, in spite of the grey hairs and old-fashioned approach to many things, but I definitely and rather succinctly recall a time when I, as a customer/consumer/punter, would be delivered a decent level of service. On the odd occasion I did not, I'd speak/write to someone and from my recollections,
I'd obtain a resolution/response from THEM in a timeous fashion. I am willing to accept that I am potentially looking back into the annuls of time via rose-tinted spectacles, but I cannot help but notice that service nowadays, overall, seems to be shite. I thought of many words before I plumped for "shite", but in the context of this rant, I believe it is, by some margin, the best description for what I am about to explain. Should you be of a more delicate persuasion, please do feel free to substitute the term "shite" for a more palatable phrase. You might wish to consider, as I did, the terms "rubbish", "pants", "awful" or "ghastly", but I hereby challenge you to get to the end of this particular story without concurring with my "shite".
I'd obtain a resolution/response from THEM in a timeous fashion. I am willing to accept that I am potentially looking back into the annuls of time via rose-tinted spectacles, but I cannot help but notice that service nowadays, overall, seems to be shite. I thought of many words before I plumped for "shite", but in the context of this rant, I believe it is, by some margin, the best description for what I am about to explain. Should you be of a more delicate persuasion, please do feel free to substitute the term "shite" for a more palatable phrase. You might wish to consider, as I did, the terms "rubbish", "pants", "awful" or "ghastly", but I hereby challenge you to get to the end of this particular story without concurring with my "shite".
Regular readers of my incessant drivel on Facebook will know that I occasionally (often) go off at the deep end about one-thing-or-another when I believe one of THEM has done me wrong. It is rare, I
have to say, that many of my friends retort with "you're over-reacting Ken", but many of them do respond with; "oh well, nowt you can do". There's that apathy again, because THEY keep hiding behind their T&C's, and we, US, well we simply keep taking it. When did that happen? What memo did I miss about how we (US) were simply meant to roll over and take it rectally from THEM simply because they (THEM) said so? The sadness for me, is that this happens all the time. Whenever you tell someone a story of some moronic customer service tale, the normal response these days is; "holy moly, that sounds terrible, but wait till I tell you about XYZ company who really stuck it to me for xxx amount of ££'s/$$'s/€€'s."
have to say, that many of my friends retort with "you're over-reacting Ken", but many of them do respond with; "oh well, nowt you can do". There's that apathy again, because THEY keep hiding behind their T&C's, and we, US, well we simply keep taking it. When did that happen? What memo did I miss about how we (US) were simply meant to roll over and take it rectally from THEM simply because they (THEM) said so? The sadness for me, is that this happens all the time. Whenever you tell someone a story of some moronic customer service tale, the normal response these days is; "holy moly, that sounds terrible, but wait till I tell you about XYZ company who really stuck it to me for xxx amount of ££'s/$$'s/€€'s."
I'll go into my story, it's not massively long, but is conclusive proof, if ever it were needed, that THEY (cowardly bastards) keep stacking the deck in their favour with THEIR T&C's aimed at keeping US at the bottom of their jack-boot. (potentially a poorly chosen turn-of-phrase given this particular subject matter, but I'll run with it).
In this particular case, the THEM happens to be Lufthansa. The airline. And before I launch into the story, I must point out some background to this, for those new readers. (ha! Like anyone actually
reads my pish) I fly a lot, for business and pleasure and in the main I tend to use Emirates. Their product is good, and their customer service isn't awful. Now, see that's telling - I'm spending a lot of money with one of THEM and at best I can describe their customer care as - and I am quoting myself verbatim here, "not awful". Which in this case means I don't have to take extra blood pressure medication or have a plasterer come to my house to re-plaster the wall I've headered a gigantic hole in. Where was I? Yes, flying a lot. So, I've never chosen Lufthansa because their routes don't suit, or the price isn't right and so on. When I chose this particular flight from THEM, I had an option with BA some £200.00 cheaper and slightly better connection times, but I've read some great things about the Lufthansa product, and wanted to fly the 747-800, commercially the longest aircraft on the planet. So, amid a backdrop of Lufthansa pilots going on strike every other week, I take the plunge with Lufthansa and look forward to my trip. (Edinburgh -> Frankfurt -> Rio / Sao Paulo -> Frankfurt -> Edinburgh). I've chosen to fly 1st class, at some considerable cost but hey-ho, such are the perks of owning ones own travel company.
reads my pish) I fly a lot, for business and pleasure and in the main I tend to use Emirates. Their product is good, and their customer service isn't awful. Now, see that's telling - I'm spending a lot of money with one of THEM and at best I can describe their customer care as - and I am quoting myself verbatim here, "not awful". Which in this case means I don't have to take extra blood pressure medication or have a plasterer come to my house to re-plaster the wall I've headered a gigantic hole in. Where was I? Yes, flying a lot. So, I've never chosen Lufthansa because their routes don't suit, or the price isn't right and so on. When I chose this particular flight from THEM, I had an option with BA some £200.00 cheaper and slightly better connection times, but I've read some great things about the Lufthansa product, and wanted to fly the 747-800, commercially the longest aircraft on the planet. So, amid a backdrop of Lufthansa pilots going on strike every other week, I take the plunge with Lufthansa and look forward to my trip. (Edinburgh -> Frankfurt -> Rio / Sao Paulo -> Frankfurt -> Edinburgh). I've chosen to fly 1st class, at some considerable cost but hey-ho, such are the perks of owning ones own travel company.
Because I have my own travel company, I spend some time on forums about business travel / flights etc, and one of these internet forums flagged up that Lufthansa cabin crew were planning a week long strike from Friday 6th Nov - Fri 13th Nov, I'm due to fly 6th Nov so I begin monitoring the news to see if a resolution has been found. The Lufthansa deadline to go on strike, or to call it off, is 17:00 on 5th November, and I'm scheduled to fly 12:30 on 6th November. If they do strike, Lufthansa are legally obligated to give me a full refund, or get me to my destination. Now, their choice of routing might be Edin - London - Geneva - Sao Paulo - Rio, and the journey might take 36 hours, but legally all they have to do is get me there. So, it's likely I'll ask for a refund and book myself to fly a normal routing, but this is going to cost me a lot more money as I am now only 2 days from flying (4th Nov). With neither of these options particularly appealing, and in the main because I have an IQ above 15, I think a pro-active solution is to go a day earlier and avoid the strike completely. Not exactly Professor Hawking's theory of time and space, but at least moderately sensible one would assume? Well, you know the old cliché about assuming right?
I telephone Lufthansa call centre, and eventually speak with some random lady. I explain, slowly (because of the language barrier) that as a proactive measure, and even though it somewhat
inconveniences me, and that I'll incur cost with additional nights hotel accommodation in Brazil, that I am willing to fly the day before to avoid THEIR strike action. She then tells me it'll cost close to €4000.00 to change my flight, because of THEIR T&C's. So, again, this time even more slowly, I tell her that the one and only reason I am changing is to save us all effort and aggravation should the strike go ahead. I've not been at all rude, or even obnoxious (subjective), merely logical. But no, she's like the anti-Spock where logic is the alien to her. So, I ask her to transfer me to a manager, she then replies with; "I *can* transfer you Sir but my supervisor will only tell you the same as me." I resisted the urge, just, to tell her to kiss my fat hairy arse, and politely replied with; "that's for me to establish and not for you to assume." Whilst rather proud of my etiquette and calm demeanor, the furious paddling swan below was screaming at me to give her the full salvo of "pucker up and kiss my arse fräulein" line.
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| "Change for free, illogical Captain". |
A 10 minute hold listening to some random Germanic Muzak ensues then supervisor Maria takes the reigns of this unbroken pony. She, in parrot fashion, reads me the same T&C's, and gibbers/haivers/talks-pish about charging me almost €4000.00 more to change to one day prior. I then have a calm discussion about common sense, strike, doing THEM (THEM) a favour by not having to pay another airline to fly me or giving me ALL of my money back, and she listens - puts me on hold for 10 more minutes (more awful German Muzak) and then returns with; "we can waive the fare difference, as a one off, but have to charge you £410.00 re-booking fee as per the terms and conditions of your fare." I could write a novel about the exchange which followed highlighting to
Maria, the supervisor, of the ludicrousness of her dogmatic position, but her heels were well and truly dug. So, I eventually relent and counter with this: And I'm not going to lie here, I was both obnoxious and rude given my dander was well and truly up; "Charge me the £410.00, re-issue the ticket and then I'll dispute the charges with my credit card company". She replies that if I do so, they have the right to cancel my return flight, so I thank her for the heads up and tell her I'll wait to dispute the charges when I get back from South America. I take little satisfaction in outwitting a moron, but amidst the rage I did have a small sliver of satisfaction. My calmness during the call was blighted by a slamming of the phone receiver which I think might have broken the phone, and given away my true feelings of THEIR obstreperousness! (15 extra points for shoe-horning that word into my blog)
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| No dictionaries were harmed in the writing of this blog |
Which, back to my original point - when did this level of shite service become the norm? Lufthansa spend hundreds of Millions of Euro each year buying and refitting their aircraft to be better than the
opposition, they spend millions developing their menus and wine lists, they built an entire 1st class terminal at Frankfurt Airport which must have cost them €10 million plus, yet, their "customer service" has no clue in how to make the most modest of concession to aid their customer base in somewhat exceptional circumstances. I know, and I mean I KNOW there'll be loads of you reading this and thinking, "ach well, there's a lot worse that can happen", and you know what, you'd be absolutely right! Some Dundee tube charged £400+ to change his flight isn't, in the grand scheme of things, a big deal, but then ask yourself this question; when was the last time you bothered to complain? We've all become complicit in allowing THEM to get away with it, precisely because this is a "first world problem", and there's a lot worse happening, it seems to be some get-out-clause for allowing these cowards to shield themselves behind their reams and reams of T&C's. It is manifestly unfair, and we're all culpable until we take a stand.
opposition, they spend millions developing their menus and wine lists, they built an entire 1st class terminal at Frankfurt Airport which must have cost them €10 million plus, yet, their "customer service" has no clue in how to make the most modest of concession to aid their customer base in somewhat exceptional circumstances. I know, and I mean I KNOW there'll be loads of you reading this and thinking, "ach well, there's a lot worse that can happen", and you know what, you'd be absolutely right! Some Dundee tube charged £400+ to change his flight isn't, in the grand scheme of things, a big deal, but then ask yourself this question; when was the last time you bothered to complain? We've all become complicit in allowing THEM to get away with it, precisely because this is a "first world problem", and there's a lot worse happening, it seems to be some get-out-clause for allowing these cowards to shield themselves behind their reams and reams of T&C's. It is manifestly unfair, and we're all culpable until we take a stand.
| The refund letter - in Gemran |
look for a logical solution to my problem with THEIR business before my flight took off, and that I did not believe that was an unreasonable request.. He seemed genuinely taken aback that I did not want to hide behind my ISP, but that I wished a human to find me a solution. He's just been back, quite lidderaly as I've been typing this - they've decided that they'll refund the fee of £410.00 given the extenuating circumstances.
Am I celebrating? Not really, I am consoling myself with glass after glass of Bollinger, but the reality is, that far too many of us (US) allow THEM to stick it to us each and every time, we give up too easily and allow them (THEM) the freedom to continue their rule of tyranny from behind the shield of their T&C's, which are always and exclusively written to suit THEM. When these customer service robots run out of steam, their final swing of the axe is; "send us an email", "put your complaint in writing", which is code for; "I'm not willing to listen to you anymore, send it in writing and it becomes someone else's problem". Of course, more than 50% of us don't have the time, and they prey on this weakness. Is all corporate bollocks, I'd love to get Lufthansa's CEO, a Mr. Carsten Spohr back to the floor for a week answering calls to us real life punters, in fact, it should be a pre-requisite for every CEO of every company in the world that they have to spend 2 weeks a year in their customer care department, if they did, I strongly suspect the damage caused to these brands, these massive multi-million-dollar organisations, would be lessened considerably.
What's that stat about an unhappy customer telling 8 - 10 again? Come on people, join me - MOAN, complain, take the time to not let them stick it to us, spread the word like you can't believe it's not butter and call them (THEM) out, give them no peace until we, US, the paying punter that equates to their profit margin has a voice which is heard and force them, as a rule to not give us a service which is shite.
Viva La Revolution!































