Flight disruptions

... The flight was scheduled with 9 hours duration, but ended up at 15 hours. There were thunderstorms inbound to New York. The aircraft circled for 45 minutes but then had to divert to Montreal.

We were on the ground for 3 hours with no disembarkation allowed. Some passengers became frustrated, particularly those with children. The crew was calm and creative. Although they must have been tired they remained friendly and energetic, making sandwiches for us with left-overs from the meal service.

Then Lufthansa miraculously found us a new crew. They entered with smiles, communicated a new plan precisely, and flew us to our destination. What a great performance!"

... If you fly a lot, you rely on everything running on time, as a cancellation or delay can really turn your plans upside down. So it’s amazing to have someone take care of everything behind the scenes and ensure that you still make it to your destination.”

... While this likely falls under corporate governance, I truly admire their sincere approach in handling these situations. Please remember the importance of maintaining this fundamental trust with all customers, who are key stakeholders of Lufthansa. Thanks always!"

... By that time, it was only 45 minutes until my flight was scheduled to depart. The totally cool Lufthansa staff member smiled and called the embassy without hesitation. After about 5 minutes, everything was sorted. The amazing staff member had found just the right words and organised my entry perfectly. She was rather surprised herself and was just as happy as I was that she’d resolved the problem. Sadly, I didn’t thank her in person again when I returned to Frankfurt. I’m very sorry about that. But when I said that I also had to bring my golf bag, she became slightly impatient. Understandably so. On board the aircraft, I received a very warm welcome: “Ah, and here’s Mr. W. …” No other airline would have done that for a passenger. Many thanks again, even if a little belated. Well done.”

... And perhaps even more important is the possibility of quick, straightforward, direct telephone contact with the always friendly and helpful AUA staff (as well as LH and Swiss staff). But there’s one very special, very surprising HON Circle moment that I’d like to talk about today, a moment I experienced during the initial weeks after the Circle was established. My flight from Vienna to Frankfurt was delayed by around two hours due to the weather, meaning I would miss my connecting flight to Buenos Aires. Trying to get from the first aircraft to passport control and then to the next gate in a different terminal in just 10 minutes was unthinkable. I’d already composed an email in my head, informing my hosts that I couldn’t make it on time to the meeting the following day and asking what I should do. But when the plane door opened and I stepped outside, I discovered a friendly ground staff lady holding a board with my name on it. She said something like “ramp direct”, and, in an instant, we’d gone down some steps, sped across the airport in a car, marched through a fast-track passport control service and driven onwards to the jumbo jet. To my great surprise and joy, I still managed to catch my connecting flight despite the huge delay. What’s more, my meeting was saved, thanks to “ramp direct”. Similar incidents have occurred from time to time, not very often, but always very helpful. Without wanting to diminish the other, very pleasant benefits, this may be the biggest advantage of being a member of the HON Circle. Thank you, and keep up the good work.”

... So we were extremely surprised when, for the first time, a free Lufthansa worker approached us almost as soon as we emerged from the aircraft and accompanied us through the entire immigration process in no time at all. That alone already made us very happy. But when the same worker then also offered to assist us in the same way on our departure, we were even more delighted.”

... Based thereon we luckily arrived, with less delay and following escort and mechanised transfer I made it onto the plane to Colombo in Chennai and the plane door was closed the second I had boarded and we whizzed off to Sri Lanka.

Story 2 - Last plane out of Japan on 7 March 2020 before the country was locked down. This followed a week of skiing on the volcanoes in Niseko - Hokkaido."