Nearly eight months to the day after I contacted Lufthansa to request a refund of the ticket for my sabbatical in Australia, they finally managed to actually pay back the money that they owed me to my credit card.
I have to admit that I was not expecting ever to see the money I paid for that ticket again. Of course, I’m not complaining that I finally got the money back. But if I were Lufthansa, I think I’d be somewhat alarmed by the fact that their customers don’t even trust them enough anymore to refund money that rightfully belongs to them.
IATA, the airlines and airports have put a lot of time and effort in recent weeks into demonstrating that the risk of infection with the COVID19 virus aboard an airliner is minimal. And I’m willing to believe that’s probably even true. Some people are indeed reluctant to fly for health reasons. Others are likely very frustrated by the uncertainty of planning a trip due to the seemingly constantly chaning travel restrictions and entry requirements from one country to another. But I suspect that a large proporition of former customers are simply no longer willing to trust the airlines with their money. And frankly, I don’t blame them.
So instead of trying to prove to customers just how effective a HEPA filter on an aircraft can be, perhaps now would be a better time for airlines to show that they can be reliable and dependable partners that actually do put the customer first for a change.