I Can’t Even With This Singapore Airlines Complaint

Customer Experience in Times of COVID

The onset of Covid has resulted in challenges, most pronounced in aviation, travel, tourism and hospitality. Just today, Bloomberg reported “Singapore slumps into recession with record 41.2% GDP plunge.”

Unsurprisingly, Bloomberg reports that the services sector shrank an annualized 37.7% in the quarter, and 13.6% year-on-year. Tourism businesses, like airlines, hotels and restaurants, were affected by travel restrictions and the so-called “circuit breaker” measures from April 7 to June 1

Whilst these are certainly unprecedented times, I am confident that Singapore Airlines will weather the storm.

A post has garnered interest on SQ social media, and has since been blogged about at One Mile at a Time (https://onemileatatime.com/singapore-airlines-complaint/ ) and Your Mileage May Vary(https://yourmileagemayvary.net/2020/07/09/complaining-business-class-passenger-got-what-was-coming-to-him/ ). Singapore’s Kiss92 FM also had a segment on Monday, July 13th, ridiculing the rant.

The complainant’s post, dated July 2nd, 2020 can be found here: https://www.facebook.com/6352578678/posts/10158683057778679/.

On a very reserved scale, one should be pleased to note that 65% of the public is in support of the airline and not of the complainant. Further public dismissal of his rant can be found here at: http://www.sqtalk.com/forum/showthread.php?t=16659

An update on July 9th, 2020 from his “lordship” suggests Singapore Airlines has conceded, agreeing to his representations that “changes to meal and beverage offerings were not communicated to him, despite personal queries being made at point of booking.

The allegations have been rebutted in my post here: https://www.facebook.com/6352578678/posts/10158713192173679/ on account that communications had been clearly made by Singapore Airlines’ CEO, Mr Goh Choon Phong on April 1st, 2020, to ALL 4.2 million Krisflyer members, including PPS tiered members such as this “Karen” and myself.

With available web links to Covid-19 precautionary measures, and changes to on ground and onboard experiences, I am finding it hard to resonate with the douche’s inabilities to comprehend the reasons for service changes, more so that he is literate.

On the “His Royal Majesty’s” allegations that call centre staff had pledged to no changes in services amidst these times of Covid, it is difficult to see why any airline staff would swim against the tides, going head-on with the company’s externally communicated memos.

Singapore Airlines has also been fair to permit a full refund across all fare structures; or flight credits.

Given the above, this particular Solitaire PPS status airhead, along with all 4.2 million Krisflyer members have been provided information symmetry. Anyone who believes that the suspensions of some service offerings are not commensurate with the price they have paid for a Singapore Airlines flight can elect for compensation in-line with the above.

Per the contract of carriage, Singapore Airlines is liable only for air transportation, which it had provided to the now infamous rascal for the flown SIN-AMS sector. An airline’s product and service offerings only constitute an “invitation to treat”, and the carrier reserves the rights to make changes, for reasons including but not limited to Covid-19.

Yet this traveller claims that the airline concurs that “insufficient care was taken on the quality of (my) flight”?

Assuming that the douche has correctly represented the airline’s stand, as proclaimed in his “update”, why is Singapore Airlines:

a) kowtowing to a Solitaire PPS who is none the lesser a learned individual?
b) apologising for a nonsensical rant that occured from his own misinformed self?

Singapore Airlines has won numerous accolades including customer satisfaction, but the customer is not always right.

Being supportive of my national airline, I would be dismayed if Singapore Airlines has not stood its grounds to confront the misnomer against what has already been put across by the CEO in times of Covid; supported with readily available communications on the airlines’ web sites. These are unprecedented times and as Management, we must be conscious of the decisions that are made, not yielding to pressure just because of a lack of first world luxuries that are at best temporarily suspended.

The airline must not and should not kowtow just because of his Solitaire PPS status, having self-proclaimed to be a loyal customer. I question that loyalty since he clearly is living in his own bubble, oblivious to the business challenges at the airline.

I leave you with a comment from OKS’ original post:

“Share this story far and wide , everyone. The SIA brand equity is so much stronger than the OKS brand equity. What that means is that there will be much more people who will shun going to any future OKS play, then there will be people who will shun taking a Singapore Airlines flight because of your childish, attention-seeking, unreasonable rant! Good luck in your future productions... Your story is certainly "promoting" you....I think, for your sake, stick to your world of make-believe on-stage , it's where you belong and what you do best!”

Hi,

I think he has a point, but definitely would have been better received if a little more eloquent and concise.

I have used Singapore business class and economy for years. It IS like they are slowly downgrading the benefits of paying that extra money. It is quite a bit more, as I'm sure most people know.

With the drinks, I think they should offer to give the customer 2 or three servings if they are not planning on serving as many times in the flight.

Or else the guy could just buy a bottle of (probably better quality) champagne from duty free and drink it.

I personally have been stuck waiting in a long line for boarding pass/es behind people with economy tickets, and I found that irritating. (Why am I paying twice as much????!!!!) But that is also dependant on the airport.

I think a price reduction would be appropriate, though unlikely. I say this because I once complained to Singapore A/L on a legitimate issue, and was offered $50 in vouchers which were not worth the bothering using. The complaint was regarding about $2000 I felt cheated out of. They agreed. But a dodgy $50 was their compensation.

If you pay the higher price for years and watch what you get for your money slowly but surely being whittled away, people get irritated. The champagne was the straw that broke the customers back.

Regards,

Chris Maguire

I would stick to the passengers complaints and leave out the 'side comments' which in themselves seem to throw the whole issue somewhat under a light of sarcasm and ridicule..just report the facts.
I completely agree with the passenger...I wouldn't lower the ticket prices BUT I would be very clear on what would be NOT offered in this period of 'new normal'. For someone that travels frequently and nearly always with the same airline, you become accustomed to receiving those services which SIA has created its image/reputation upon and often, if not always, justify their ticket prices.
Now if this passenger makes a 'big deal' over champagne not being served then it's their business and not up to us to judge...maybe this and the 'gracious' attitudes held by SIA crew members is a factor that they repute to be important...and they are paying for it.

Two separate thoughts go through my mind:
1) Airline prices go up and down all the time, so the SGD 7000 being high or low is relative. If services and champagne are reduced, the airline could offer a discount coupon of perhaps USD 200, with an apology note. This should be done right at the start of the flight.
2) This passenger is winging and winging and... it is typical behavior from someone who feels entitled. Unfortunately there are lots of people like that. And being a potential carrier? Yes, everyone is, even Boris Johnson, Tom Hanks, Prince Charles and Prince Albert, and now Bolsonaro.. so why that sense of entitlement??
I think this passenger should consider himself, relax a little bit, take the good things and be grateful for what he has - he can still fly business while many in the airline industry, tourism and other sectors lost their jobs -. Several airlines have collapsed, be happy SG still flies. Take some distance, step back and appreciate how good you have it. Then you will have a much happier life!

I totally understand where he is coming from regardless which class he was flying from. My husband n I were on a flight back home to Spore as we were stuck for 3 mths in NZ coz of de lockdown. It was a matter of the need to fly home. Since SQ opened its door at such an appropriate time it was very good timing for us to rush back. However I have to agree that service was very bad even considering we were paying for EY seats and it was NOT cheap !! No crew was out in the cabin to greet us though they did the greeting at the door. There was also no drink cart service before meals. No wines were served during meals though they had beers ( only beers) but there are those who do not drink them fyi. No coffee n tea was served after meals. I always made a point to walk up to the galley to make my request instead of pressing the call button but my invitation for conversation was snubbed like an infectious person. Meals were small n reduced to a bare minimum which even look pathetic for the image of Spore Airlines. 2 families with toddlers were behind our seats and the kids were crying but no crew came to ask if they needed assistance or such. It was really sad.Honestly it's not really about covid but it's easier to blame everything on covid . Also for your information I was an ex SQ crew n what I have come to witness n experienced as a passenger was appalling. Yes we were told services would be limited due to covid but these are the times were need to be more considerate n compassionate than ever. It's not the time to treat one another like some lepers . It's not always about the costs or the class or the champagne!! SQ has lost its reputation as a caring airlines like it was when it was during my time!!

Cindee, you are way off. Or, just please explain to me in a scientific way, what does pouring champagne have to do with COVID ? What is the direct correlation here? Is it the bubbles that could float away, laced with my Corona, after I sip my drink? Or is it the air turbulence the FA creates by the movement of pouring a drink? Just tell me, I am oh so curious ! Or what does my awareness about the urgency of the situation have to do with champagne? I am wearing a mask. I booked that single seat by the window in my own pod in order not to have a neighbor. I brought my own wipes and disinfected anything I might touch. When it is not advisable to travel, why doesn't the airline shut just down? Or close down business class like some airlines did, so the FA's can dress in PPE and serve sterilized carboard boxes with junk food in them? Austrian shut down for a couple weeks. And lastly, you call folks who demand what they pay for 'cheapos'? You go to a good steak house, order a steak for $ 70, and the guy brings you a hamburger, 'because of COVID'. Are you a 'cheapo' then, if you dare to complain ?

Really? The complaint is totally fair enough. SQ has set a high bar for their hard or soft products, and the price as well. People chose to fly their premium because they believed they could do a better job, covid or not, to live up to the hype. Even though he mentioned about the cost-down service like no champagne or drink service, do you really think the only thing he's complaining about is getting compensation, like 30% off the ticket, as a Solitaire PPS?
If everyone pays the premium ticket out of their own pocket, especially with loyalty to specific airlines, you will realize what he said is not just a first world problem but also disappointed about what they used to believe.
We all love the good old days of air travel. I believe the flyer would get use to the "new normal", which we're so frustrated about it.

Seems you're in the minority, Ben, judging by the general consensus I see reflected in the comments. Obviously part of the cost of a premium cabin ticket in the pre-Covid world went to pay for better food, quality wines, Champagne, etc. And with it, an expectation of better, more personalized service. So if they're going to withhold those things, then they should reduce the price. Sure, he may have banged on and on about it, but the gist of the complaint seems entirely legitimate and justified. I cannot quite see any medical or public health reason that Champagne could not be (safely) offered.

for those who are highly ignorant of something called common sense, airlines don't slash ticket prices just because everyone gets less when they fly with the airline, there's something called fees, aircrafts aren't cheap to operate, especially ones that were just out of storage or have yet to be used as often. even if it's during a pandemic and shit doesn't go the way you expect, you can't just be some self-entitled idiot to walk on a flight and expect discounted pricing.

@ Ben - Airlines are struggling, facing bankruptcy. and being forced to furlough staff and need passengers now more than ever. This person was a paying passenger or so they claim. If they paid full price for a ticket expecting quality service despite the pandemic precautions, they have a right to complain and be taken seriously by the airline. After all it’s these paying passengers that are keeping airlines going and indirectly preventing further lay offs. No one expects full service in the premium cabins and if everyone is only paying for extra space and a better seat, the cost of forgoing the soft product should not be charged.

Also @Ben it’s ironic how much you’ve mocked this person for complaining so much. You should really read your old reviews (especially AA First) because you complain just as much if not more, just more eloquently. And even if these are different circumstances because of the pandemic, i can’t help but see similarities between your old reviews which are nit picky and this passenger.

The framing of this passenger's complaints makes it appear as though he's very whiny, but the reality is that he has a point; if you're not getting the full experience, why pay the full price?

I'm sure one can make the argument that airlines have been hit hard, and so forth, but they are businesses, and need to operate as such when times are plentiful, and when times are hard. Of course, no one could have seen something like this coming, but balance profit with some breathing room.

He sounds entitled, and he is. But readers should understand SQ is a top notch airline. A Solitaire PPS member has spent a tremendous amount in SQ premium cabins and been promised exceptional service. He's not received that service promise. A personalised greeting and apology for diminished service would have gone a long way - and frankly just give the man his damned champagne, mail it to him if need be.

PS. In my younger days I was PPS for a number of years and the unstated benefits are a mile long - including all-but-certain redemption tickets, riding in the crew bus if you ask politely, and on a lighter note, marrying one of their crew!

Anyone flying right now who are unaware of drastic cuts in service need to check themselves.
And if you don't like said airline's seat price, guess what that's whats great about a free market, you choose someone else. If you don't like AA, you go find someone else. Whats the point of telling AA their tired old planes should charge a lower price ticket.

And yes the time it took you to go from your house to that comfy seat you might have contracted covid. Hence you should expect 100% to be treated like you are diseased. If I was the FA, I would chuck hot towels at you from 20 feet...ditto for your meals. Hope you got good eye hand coordination. All I can say to this princess is GURL, check yo self?!?!?

My 2 cents. I agree with a former comment the customer seems whiny but also, the customer has a point here.
I'd be pretty disappointed if I paid cash or redeemed for business class and had an experience like this. Yes airlines need leeway but give a mouse a cookie, they're going to want milk. It's going to turn permanent cost cutting before you know it.
We feel very strongly about this. We don't feel like traveling until it's safe and socially acceptable. We also don't feel like traveling until service levels are back to normal.
On service, it seem like you can still safely serve drinks and food on a plane with those HEPA filters in a certain manner that would make people feel comfortable. Closed beverages, covered food until delivered,
Airlines are taking this way too far cutting service in some respect. Otherwise, maybe we'll start to see blended food sipped through a straw on some flights...somewhat similar to what they do in a hospital after certain operations.
They'll learn as they try to fill their flights with leisure passengers and probably to a lesser extent business travelers. People will vote with their wallet. They'll go with the airline that gives them the service value that justifies a $2K+ J ticket or whatever it is.
Certainly $5K, yea you need to serve champaign and have options - (WTH like that extra red wine option might bring COVID onto the plan so keep those bottles in the closet?), you need to have proactive service, you should even have turndown I believe. It should be pretty darned near normal for $5K+ in J.
I personally would not pay or redeem miles for something like business class, certainly not aspirational first class, until airlines return to some form of elevated service standard that doesn't make me feel awkward for flying. So there's the solution, don't go until everyone's comfortable. If you have to go, save the money, buy economy and wear your face shield. If it's not your money, like if a company's paying...think of it as a sort of mileage run. And my goodness if your company will pay for J, you can't complain that much.

Not surprised at all, the customer is100 % right and I don‘t understand your point here except for yourself being jealous

He paid for a service and didn‘t get it, I‘m not an MD but I didn‘t see any studies that you could get sara-cov2 from alcohol or champagne, same thing for priority boarding, luggage or overhead bins

Other example, construction companies are loosing productivity due to sanitary restrictions, so would you except if they decide by themselves to reduce the surface of your new home by 10%?

Pure jealousy, for me I’ll switch to other blogs if this is the new standard here

so lucky, do you agree with airlines charging such a high price simply because people traveling now do it because they absolutely need to? Many airlines charge crazy prices these days on certain routes because the demand is not very elastic right now. Repatriation flights are the same, and i have seen people paying over 2000USD for flights that would usually cost far less. This is very similar to insulin situation: people have no choice when it comes to insulin, so the demand for insulin is very inelastic, as such insulin prices are highly regulated to stay low.

“...Airlines are hurting...”. That can’t be the excuse EVERY time. Tell me a business that isn’t hurting? To say airlines as if they’ve been singled out and no one else except them are dealing with the pandemic is crap.

I’m not saying this customer expectations are right or wrong, his perception is his reality. But I’m not okay with airlines getting a pass “just because”.

I’m a firm believer in pulling a product from the menu rather than watering it down.

If his ticket was purchased before the pandemic then tell him what you have to offer and give him a REFUND WITHOUT HASSLE if doesn’t want it. NOT a credit voucher.

If he purchased this ticket after then outbreak and the airline had already announced said changes then his complaint is DOA.

1) Airlines should be very open about reductions in service so consumers are informed when they make a decision to purchase a fare

2) I do not expect a reduction in service to equal lower fares. Fare pricing is complicated and I suppose a simple explanation would be that it is based on how much would people be willing to pay for that route on that day. Otherwise you could argue that it’s unfair that direct J flights HKG-LHR are nearly double that of HKG-MAD.

To be honest, I would expect the fares to go up if anything. With limited flights, people wanting to go as direct as possible (to minimise potential exposure to the virus) and most people currently flying because they really have to, that should mean the airline can charge much more than normal!

I'm quite surprised at the number of comments here that support his complaints. I agree to a degree.

While I certainly do not fly business/first for the drinks and food, I can understand where the passenger is coming from. I flew a 3 hour domestic segment on Alaska Airlines in First. I don't drink alcohol. For a period of a few weeks, Alaska decided that they would give F passengers water or a can of beer. That's it. As if somehow a diet coke or some other canned drink proved to be more infectious than a bottle of water or can of beer. It was absurd. Had I known ahead of time, I would have brought my own drinks.

I wasn't happy about it, but it pretty much stopped there. I agree with the sentiments that airlines are (rightfully) looking to cut costs. That's fine. However, what's not fine is painting it as some sort of infection control measure. Be honest. Be transparent. Be up front about the changes. Then the customer can make a fully informed decision on whether premium fares represent a good value instead of boarding and experiencing what amounts to a bait and switch on the service level.

The passenger must work as a bean counter. If I see members of the crew wearing gloves, face masks, and face shields, that justifies however much money wasn’t spent on extra drink or champagne. I would imagine the same for those working behind the scenes (e.g. ground catering staff).

“How then is my cabin different from economy?” Yeah, that question would be more justified for airlines with European business class, less so when you can have a flatbed in one cabin and regular seats in another.

There’s a whole a** pandemic going on and this passenger’s utmost concern is for champagne? The horror! Wait until they hear that US airlines are ALREADY lobbying against consumer protections just a few months after they took taxpayer money to survive.

What a joker

I used to go out of my way to earn AA exPlat because of the upgrades, lounges, meals and spend thousands doing so. Unfortunately I see his point partially.

This is the new state of Business Class flying. It will not be something fun for quite some time. In fact if I was flying Miami-Vegas today I would buy an economy ticket + an extra seat as there really is very little difference as you have shown in your trip review.

I also think that this is the new normal until a vaccine is available. I think that the new model should be LCC flying and buying up the necessary space around you. And just sit in your seat like a bus until the flight lands.

Sam Chui's new video about flying today is unfortunately spot on

Most americans are afraid of your their shame culture, try go to singapore. Their country revolves around shame culture. Stomp here stomp there. That’s why people are usually don’t half ass on their job due to fear of getting stomped.
That’s why government officials are held to high standards despite no freedom of speech.
They take feedback seriously just like every toilet in changi has feedback and even on immigration counter. Even china had it on immigration and newer toilets in the airport but in the US people in power felt like they can be criticized but provides no platform for it.

Well, this is what comes of being an airline that markets itself on a certain level of service.
I don't for a moment believe that airlines need to reduce their service level for safety during covid. I think they're using Covid as an excuse to lower their level of service to save money.

I also don't think that his complaint is all that unreasonable. A few years back I flew from Sydney to Singapore in Business. I had preordered the book the cook meal weeks before hand. They decided to give it to another passenger.

Then to apologise for giving my meal to another passenger, they gave me a voucher to use on board for shopping. I thought, well, I have always wanted one of the miniature planes, "oh we don't have any of those in stock". So basically, the only thing left to buy with this voucher from garbage makeup. Being a man, I have no need to lipstick or eye shadow or any of the other garbage they sell in KrisWorld.

My point is, SQ has been going down hill for quite some time. In fact, it was this very experience that convinced me I should stop flying Business altogether and only ever fly First. Hoping that the insanely high price would guarantee me a level of service.

So, no. I'm with the complainant here. They either need to stop touting their usual service on their website and readjust peoples expectations, or they need to improve their service up to a level they are promising on their website.

As for some people on here who think the customer sounds like an "entitled whiny brat", of course they're entitled. They paid for their damn ticket. That entitles them to a level of service promised by the airline on the website. That's the very definition of "entitled".

I'm in agreement with Ben here although I sympathize with the passenger.

At the end of the day, the airfare is a result of supply and demand. Let's be real. The biggest cost of a business class is the seat not the service. The service was always there for the airlines to mollify the exorbitant cost. I bet push come to shove, most business class people would still ride the business class without its service even if the cost stayed the same. Hell, even if SQ raised the price to break even or eke out a profit in the Covid 19 environment without the commensurate business service, people who can afford it will still ride it. This kind of price increase is not unthinkable if they believe they can maximize revenue due to lack of demand. In the end, it's the seat that matters the most.

What's important is this vibrant, free flow of of conversation. The passenger can complain, and SQ could change or not. Then, the passenger can decide to change to a different carrier if he believes he can get better value. If not, he'll stay with SQ. SQ could change if they believe they can lose more customers than those "Champagne" costs. If they believe they won't, they don't have to.

Again, I sympathize with the passenger in that carriers will not hesitate nickel and diming you for even the smallest service or item, but they will not bring the cost down when they decrease their service offerings. But, in the end, it's all supply and demand and competition. Vote with your money and voice your complaints. SQ could listen to it or not. If they don't listen, go to another carrier.

I mean they guy is obviously a douche but I do agree with the heart of his argument. If you’re just going to provide basic service it should be charged slightly over a premium economy fare.

I’m more confused why people think it’s OK to basically gut your service, which if we’re honest COVID is a scapegoat, and charge the same amount. If you can walk around the cabin once, you can walk around a few times if garbed appropriately.

Ben I think you would feel differently had you actually paid 7k for a ticket instead of using points and miles. I mean I get it, I do too, but I also understand this guys point.

I agree with you Ben that pricing is based on demand / offer dynamics. The pandemic certainly changed the scenario and airlines are free to do what they deem appropriate to maintain safety and also try to cut costs as much as possible given the economic struggle they're going through. As a passenger though, I think it is fair to draw ones conclusions from this situation.

First, I understand and accept that given the situation traveling should be a necessity, not a leisure activity. Second, because premium class service has been impacted in a significant way, I will simply evaluate very carefully whether it's still worth to purchase it or not. For e.g. domestic first class in the U.S. will probably not be of my interest anymore. If I can get an empty middle seat (e.g. by choosing an emptier flight or a given airline) I won't be paying more to receive minimal additional benefit. When booking long-haul, I'll probably consider business class only to ensure more social distancing e.g. Q-suites or other more private seats. I certainly will not pay more to fly on an airline whose business class seats are not separated and that has also cut its premium service.

My point is: whatever airlines will decide I will adjust as a consequence. It won't be worth anymore to fly business class? Then I won't. Will air travel be more of a risk than anything fun in the near future? I will simply fly less. In the long run airlines will see for themselves if their strategies will pay off or not.

Let me also conclude that while I don't appreciate the tone of the passenger's complaint, I also do wish airlines (and service companies in general) would stop trying to sell cost reduction measures as something else, call it "giving choice to the customer" (before COVID) or "we care about your health" (now). I would much prefer if in some of these "meal boxes" they'd put a note saying: "This is a difficult time for us, we have to ensure safety and also face an incredibly challenging situation, we apologize for the reduction in service". It'd be more honest and frankly, less irritating. Let me be even more explicit, will cutting service help American Airlines survive and keep more people employed? . We can all bare 5 hours without drink refills or snacks, can't we? Then, they can even avoid serving that bag they gave you.

However, I think we have seen sufficient examples in the economy of the last decade of where all this cost-cutting efficiency really goes to ... after all let us also remember catering companies employees need a paycheck too and they are suffering as much as airlines.

Well...the passenger does come across as petty but I do see his point and I would be mad too if I spent that much money and did not get the service I was expecting. As readers of this blog (and others) we all seem to forget that 99% of people are not tuned in to what flying is like these days, so when people show up at the airport with a vague idea that things have changed, they are woefully unprepared for the new reality. I do believe a lot of these cuts are being disguised as "COVID- related", though, and there is absolutely no reason to keep prices high and not deliver the food/beverages/service expected. And it's not like you can stop off at the stores to pick up snacks and drinks before boarding in Singapore since security is at the gates!

Yes, his complaint is whiny, but to be honest, I've seen reviews you've written where you bemoan flight attendants for "not being genuine enough" in their service delivery despite being perfectly professional, emphasize how much champagne you order and get finicky about details in everything from cabin crew attitude to laying out meal trays and bedding preparation. @Mitch Cumstein's comment above is quite on the nose: I can't even with YOU.

In short, Ben: this customer's complaint comes off to me a cousin of your content. They're more related than you think or may like to believe.

This is a perfectly valid complaint even though the wording is a bit whiny.

Most airlines will issue some opaque statement like “service and offerings have been adjusted” which are basically meaningless. I think the analogy of robbery is correct - I was on a KLM transatlantic flight in Business which cost the normal $4000 or so round trip. Didn’t get any food or drink on board or in the lounge. I sent the receipt for a meal at the airport to KLM and they refused to cover the $20.

There is NO reason why prices should remain the same in spite of massive service reductions.
Judging by the other comments it looks like most people don’t share the view expressed in this post

I totally agree with the guy.

Took a flight in end of March in LH First, which was booked a long time ago. LH said they still offered a “five star in the sky meal” and according to their customer service all was operating normal.

The meal existed of a vegetarian dish including plastic forks, no three course dinner, non-existing champagne service, no breakfast etc etc. Furthermore the First Class lounges closed down 2 days before departure.. so is it fair to say I had a First Class experience ?

It all ended in a ripped bag with Hon tags standing waiting at the arrival airport. LH is not taking any responsibility or offering any compensation for any part. Do I feel sorry for them as a company?

Not a bit .. Maybe their enployees, but as a company they are pretty much pissing on their customers now.

LH is, pandemic or not, crossed out from my books now