Q: What can LH do to increase your loyalty?

Not only LH, but all STAR carriers- add to this new carriers joining, DEQM type promotions, and the closure of the RCC at FRA- no wonder the lounge is packed. Maybe LH could re-designate the Business Lounges as * gold, and the SEN lounges as F/SEN only? Just a thought.

One great addition in MUC was the SEN cafe- this helped a lot.

Because *Gs think it's for SENs only?

MUC Schengen has 2 SEN lounges + SEN cafe, but the non-Schengen SEN lounge is substandard.

Hmmm.... Well let's not comment any further about the SEN cafe in this case

Regarding the H gate non-Schengen SEN lounge- it is not that great, but does have good catering (especially if you compare it to the beloved UA RCCs- processed cheese is not a FOOD GROUP).

The SEN cafe is very nice indeed.

I was told LH was planning to replicate this- will be great if something similar pops up in another LH Hub (even the "boutique" DUS would be great!). And if I was going to dream- ORD.

Since I reached SEN last year, I feel like Lufthansa is doing quite a lot for me. I get free upgrades ( on appr. 30%) of my flights. I can book exit row in advance. Seatblocking (70%). Every place I got to now has a lounge where I can relax. When there is a problem with my flight I´m one of the first to get rebooked. LH is not the perfect place and being a big organisation makes them sometimes slow and yes not everybody is helpful. But can I ask you when you last time bought your car, what benefits did the dealer give to you ?
I drive quite a large and expensive car, all I get is a magazin every quarter....
...no Lounge access, no companion award, etc....

Great points. I have nowhere near 30% upgrades, don't generally book an exit row, and still believe Seatblocking is a myth.

In terms of service recovery- Yes, LH is very good most of the time, and the staff are very helpful (when you can find them).

As for automotive, quite a different business- however some of the OEM/Brand Owners have really concentrated on service with a great result economically to their companies.

Finally- Lounge access, Companian Award, etc are very good- raising award redemption with 30 days notice for example is not a very good way to treat customers. Changing the miles received on some fairly expensive economy fares is not a very good way to treat customers. Closing Kassel was not a very good way to treat customers. A number of call centre agents advising customers it is not possible to waitlist an F award when this is the ONLY way to book is not a good way to treat customers. Expiring e-vouchers....

LH obviously is an important travel supplier to many of us here on this forum (otherwise- why are we here?)- what my curiosity is what can LH do to improve their customer experience? A number of very loyal LH members have been not thrilled with the recent changes- will I change airlines? No- but understanding that conditions are not improving however v.v. does mean that it opens a window for competitors.

That's because you always fly in the highest class of service anyway!

No DOUBLE first class??

What's DOUBLE first class?? 744 with a seat and a bed next to it?

Upgraded to 0A.

Private Jet

Another way of asking this question is, what makes you fly another airline than LH? For me that is easy: I fly LX as much as I can because of the business savers.

With LH, I was thinking of LH group- but business savers are definitely a great value!

I'ld take an upgrade from F any day, to the cockpit!

Left or right seat?

I guess most of us would be happy with any seat in row 0 or 0.5

Make me HON.

+1

A small thing - free internet in SEN/Business lounges would be nice ...

I totaly agree!

Another thing would be letting Intercontinental C passengers on LH without GOLD status use the SEN lounge. The Business lounge is just not competitive enough, especially not considering what LH expects a European traveller to pay for C Intercont.

Perhaps you haven't been in SEN lounge? There isn't much difference and they are already badly overcrowded at certain times of the day.

It´s more of the gesture and not the lounge itself (which I admit is really sub standard, a queue to enter the lounge?!) . I would say that it would be a smart draw from LH to show that you really value your full-fare paying C-class passengers, and not place them behind STAR GOLD passengers. Maybe the Business Lounges should be used for business passengers flying STAR partners and STAR GOLD's instead and the SEN lounges should be updated and reserved for LH SEN's and Business Class passengers on LH?

Hi bergfelt- while indeed there does need to be something done to improve the overall lounge experience for business class passengers @ FRA- I am not sure this will be a step in the positive direction. What would be nice is to improve the food/beverage offerings in all the FRA business lounges- this might also take some pressure off the very crowded B SEN lounge.