Dear Sirs
I am not a kind of person that usually writes complaint letters to companies. I am fully aware that any business process has its problems and that if something goes wrong it might be the fact that I just become a part of small number of people that got on the wrong side of statistics. But this time it seems to me that statistics of Star Alliance do not look as bright as I expected.
Two weeks ago I traveled from Zagreb to Bucharest, catching the connection in Vienna. It was quite short connection to begin with. Additionally, the flight from Vienna was delayed, so we took off from Zagreb later than expected. We were lucky enough to catch the following flight, but our bags did not follow. In Bucharest we learnt that we will receive them by tomorrow. Lady at “lost and found” was very nice. I have to thank you for the small, handy bags with necessities that she gave us, but I guess that underpants would be a bit more useful than t-shirt. Especially late at night when you do not stand a chance to buy clean ones. However, we went to our early morning meeting dressed in our traveling clothes, while our potential customers were dressed smartly. Quite embarrassing. When all meetings were finally done we went to the airport, collected our bags and went for check in - back to Zagreb - with our bags packed as when we started in from home. At the Star Alliance desk my colleagues checked in, but I was explained that there are no free places aboard and that maybe I will not make it to this flight. I protested that my reservations were done long time ago and that it can not be that you did not count me in, but lady replied that it is normal procedure to sell more tickets than airplane has seats. After few nervous minutes the same nice girl in red informed me that I was so lucky and that I have a seat now. I did not reply what I think of that (which was good for my reputation), just started crazy run to get through passport check, security check and to the gate in few remaining minutes. I guess that I got quite lucky since I did not have any heart disease, otherwise I might have fallen dead in front of the gate. With the Star Alliance boarding pass in my pocket. I would make quite nice front page, don't you think? When I entered the plane I learned that the half of the plane was business class and that almost all places in the business class were empty. Just for understanding, I did not expect you to upgrade me to the business class for free. You might have upgraded someone else, some customer which was more important to your company than poor me. I might have seated in this lucky guy's too narrow economy seat, getting his pain and thrombosis, eating his microscopic peace of dry bread and drinking his watery coffee. Or even you might have asked me to pay more in order to get into the plane. But, you choose to leave me in the Bucharest unless some seat does not become free, while my family is waiting for me in Croatia, while tones of my business are waiting form me in my company. Thank you for being so thoughtful.
Today we are in Bucharest again, waiting in hotel for our bags to arrive from Vienna. Again. This time we decided not to make so short connection, but rather to loose the whole day just to have 70 minutes between the flights. But, you made it - again. Plane was late, connection was short and bags did not make it - again. I hope that they will eventually arrive during the evening; I do not feel like looking stupid in front of the same customers twice. And I hope that you will allow us on board of your plane tomorrow. After all, we paid for those tickets.
So, you probably understand why I now do not think that I was just unlucky, why I trust that you simply have really poor service. You should think about the fact that nice uniforms, fancy commercials and Miles & More will not make your customers happy. Only efficient and comfortable traveling (bags included) will do the job. And if your customers are not happy, your shareholders will not be happy as well.
For me, I have to decide what to do in the following weeks, when I have to travel to several more destinations. Should I take my big bag into the cabin, or should I simply take some other airline?
If you now think of making me happy by sending me a nice t-shirt, please don’t. I already have one from you, together with the toothpaste and comb. And I have my underpants in hand-luggage laptop bag as well. One should be prepared when using the Star Alliance services.
Kind regards
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