About 12 hours ago, we arrived at the Nairobi, Kenya International Airport to start our flight home. During the process and of getting to our gate, we went through no less than four security screenings, including including two full hand searches of all passengers carry on luggage. One of the screenings was poorly thought out as it involves us going through the metal detector, but our bags entirely skipping any search.

Eventually we entered the gate itself after the final security screen and hand check of our bags, only to sit in a small cramped room with few chairs and no air conditioning.  The temperature quickly shot up into the 80’s due to the crowding and lack of ventilation. People, including us were sweating bullets and fanning themselves while we all waited with no information from the Lufthansa gate crew. Eventually a few minutes before the scheduled departure time, the gate crew came on the PA and said there would be a delay.

Much to our surprise we almost immediately heard our names called over the PA with instructions to report to the gate crew. When we did so, we were escorted out of the boarding area (like some sort of offenders) and informed by the gate crew that due to a “security issue” were were being downgraded from Business Class to Economy.  Note that they didn’t indicate whether or not they thought we were the security issue, just that we were being downgraded.

At this point we’re we’re very hot and exhausted, so Lisa let them know in no uncertain terms that the downgrade was not acceptable. Regardless, they persisted letting us know that it was a take it or leave it situation.

Once boarding did actually start, we were told that we would also be required to board with Economy; which, we objected to of course because I had a carry-on full of super expensive photo equipment and didn’t want to risk damaging or outright theft by being forced to gate check our bags.

Upon boarding we found out that it was economy and I was given a middle seat, bulkhead which helped a little, but middle nonetheless.

We asked the flight crew how bumping Business Class passengers helped with a “security situation;” but, they said they had no information. Eventually we were told that due to a “threat”, Lufthansa flight crew were unable to stay overnight in Nairobi and so space was needed on the plane. I asked how downgrading customers created extra seats since it’s the same number of passengers regardless; but, I was given no answer.

Shortly before takeoff the Pilot of the plane made an announcement that there was a “security incident” causing the delay; but, that all passengers were “accommodated.” So, I deduce that from the start there were plenty of extra seats on the plane.

When we exited the plane, the entire mystery was solved; for, who did we find sitting in our assigned Business Class seats… the off duty Lufthansa pilot and co-pilot stretching from their nice sleep on the flat business class beds. I had to look twice because I was in disbelief and groggy from lack of sleep. We also noticed a half dozen other Lufthansa flight crew seated in business class seats; so, yes mystery solved.

Evidently, Lufthansa made the decision that the comfort of their off duty flight crew outweighed that of their paying premium Business Class customers! We asked some of the on-duty flight crew about it and they said they had never seen anything like it in their flying careers. Frankly, in over four decades of flying Business Class with a dozen airlines, I have never seen or even heard of such a thing. In nearly all cases where flight crew needed seats, I have seen them assigned open seats in economy.  Most airlines take pains to upgrade loyal customers when possible…clearly not Lufthansa!

After clearing security in Frankfurt, which involves another 45 minute process where they hand searched my bag dumping every single item out into trays, we found our way to the Z terminal Lufthansa Customer Service desk. We related our story and the Lufthansa agent who was shocked and agreed that it was highly unusual.

While waiting at the service desk, we met another passenger that was similarly downgraded. From what we saw and our fellow passenger’s tale, we deduce that Lufthansa downgraded as many paying premium Business Class passengers as necessary to ensure the comfort of their entire off duty flight crew.

If I had to guess, they did this to enable their flight crew to sleep so that they could legally use them on another flight without having to call in any additional reserve crew members. In other words, they displaced their best customers to save the thousands of dollars calling in reserve crew.  I have to hope this is the case as it is slightly less vile than the alternative; which, is that they simply do not value their premium customers.

Lufthansa Customer Service staff were friendly; but all they were authorized to offer was a $500 flight voucher. Given that difference in fair between a Business Class ticket and Economy one way between Nairobi and Frankfurt is several thousands of dollars and the fact that the back-end of our trip was ruined so their crew could be comfortable and/or so Lufthansa could save money, a small voucher on an airline no one with knowledge of this story would want to fly doesn’t exactly seem right.  We were given a customer issue number and provided a link to an online form where we could state our case to corporate Lufthansa customer service.  We will certainly be contacting them immediately and likely will refer them to this post for details.

Also interesting is that the Lufthansa Customer Service representative was somewhat confused because she was able to confirm that their was an extra free business class seat available.  At least one of the premium customers was downgraded unnecessarily… either that or they just wanted an extra premium seat available for staff comfort.

After getting wifi on the ground in Frankfurt, we were able to confirm that the US Embassy in Kenya did issue an alert of a planned attack on a hotel in Nairobi.  Clearly this is the “security situation” Lufthansa is rightly concerned about and I have no issue with looking to evacuate their crews.  I sincerely hope no attack materialized.  My issue obviously is not with their decision to evacuate their off-duty crew.  Rather, it is with their decision to prioritize off-duty crew comfort or even more disgusting pure profit above that of their premium passengers… either of which is simply beyond belief.

Note that the US Embassy in Kenya did issue an alert at least 8 hours prior our flight; so, Lufthansa had plenty of time to react.  Instead they chose to single out their premium customers at the gate.  Also, in speaking with several passengers disembarking, Lufthansa’s approach to handling the situation caused many of their passengers to entirely miss their connections due to the complete cluster cluck.  Unfortunately, terror alerts are common place around the world today… it’s a real mystery why a multi-zillion dollar international company like Lufthansa doesn’t have simple understandable and actionable policies in place to handle situations like this.

We have one more leg to go back to Washington, and we are hoping we don’t get bumped again. Signing off as hopeful, but not optimistic given it’s another Lufthansa flight.

---

Just a quick update since the above sounds like a pure gripe post about Lufthansa…

On the very positive side, the active flight crew of LH591 on 27Feb20 were very professional, apologetic, and helpful. They appeared to be just a confused as to why the situation developed like it did as we were.

Also on the positive side, the Terminal Z Lufthansa Business Class lounge where we’re spending time during our layover is very nice… clean, well appointed, attentive staff, good food, and easy access. Really the same goes for one of the other terminal lounges we spent a small amount of time in at the start of our trip. By comparison, the Lufthansa Business Class lounges are leaps and bounds ahead of any United Club we’ve visited in recent years. As an example, in the small cramped Washington Dullas United Club, I was told that the only beer I could get without paying out of pocket was a Budweiser.