I’ll go back to a situation from yesterday. I had a joint Rail+Fly ticket. Train from Köln to Frankfurt Airport was treated as a flight segment (joint checkin, guaranteed connection).
Deutsche Bahn have huge problems with their ICE trains. 6 out of my 6 last trips were either delayed or cancelled. So it was this time - train cancelled. Lufthansa knew that and rebooked me automatically onto the next train. Fantastic.
Too bad that DB delayed that train too, making it impossible to reach my connecting flight. I checked the timetable and there were other options. So I went into my Lufthansa app and tried to convince its AI agent, Elisa, to rebook me. “She” however kept saying that no alternatives were possible (probably Lufthansa had a pre-booked pool of tickets). So I asked for a human assistant but they were slow to appear in the chat. Time ticking, I went directly to DB app and bought a ticket outside of my Rail+Fly reservation.
This train got delayed (again?) but a helpful DB employee pointed me to a nearby station where another… delayed train that would be arriving soon. That train finally took me into Frankfurt airport.
But Lufthansa app was convinced that I had not made it and informed me that my flight could not be reached. I chatted again with Elisa the AI, trying to tell her that I was at the airport, but “she” only directed me to her human colleagues… to get a flight the following day. Then a human assistant finally confirmed the obvious - that I was in the airport indeed and would be able to fly home. Uff…
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