Lost & Found

... Then the agent presented me with an envelope: "Dear Mr Gerken, Here is the samsung charger that you forgot two weeks ago while having a bath in the first class terminal..." That small simple detail to me meant the absolute customer dedication and left me speechless. It's one of these dozens of details in many hon circle years that makes me return forever and always select the Lufthansa group for travel! What a team!"

... When I arrived in Munich, I told the lounge employee what had happened. She assured me that she would take care of this, and that I would be able to pick up the earbuds on my way back through Frankfurt. Reassured, I boarded my next flight from Munich to Boston. During the flight, the cabin manager came over to me and said with a big smile: “Excuse me, Mr Ratsch, we have a message for you. Your earbuds were found in the lounge in Frankfurt and are being kept there for you.” This news lifted my mood, and I spent a productive week at Harvard Business School, but I was still looking forward to getting my earbuds back. The return flight from Boston to Munich went very smoothly. I was welcomed by smiling faces in the First Class Lounge in Munich. “It’s good to see you, Mr Ratsch. We have a message for you. Your earbuds are in the lounge in Frankfurt. We’ve taken them to the A lounge to make it easier for you.” Upon my arrival in Frankfurt, I headed to the A lounge, where they were expecting me. “Mr Ratsch, it’s good to see you. My boss has already called to ask whether you have collected your earbuds.” The employee handed me a sealed envelope. I carefully opened it and found my two earbuds inside, neatly packed in a small bag. A grin spread across my face as I thought about how an apparent loss can sometimes actually lead to a pleasant surprise.