Since I live in Las Vegas and frequently head for Europe, Condor used to be the must choice. Frankly, I can't complain about the flight experience... It is a long flight and most flights tend to be fully booked. Meanwhile, top pilots and top-flight attendants try to make the experience as pleasant as possible. Smiles and patience are part of their skills in trade. However, my problem is more with the airlines back office organization. I had booked a flight-and-rail package and, during the reservation process which also included person-to-person calls, I had been assured that boarding tickets for both flight and rail would be provided at time of boarding, in fact, common sense, also the most logical place to provide such boarding rights. Nonetheless, when going through the flight check-in process in Las Vegas, the polite Condor employee didn't have a clue what I was talking about? Strange, to say the least. When I insisted on the rail portion of my reservation, I was finally introduced to the German supervisor on duty. The polite lady informed me that contrary to online and airline customer service promises, the rail portion ticket would be issued only upon arrival at the Frankfurt airport.
Arriving in Frankfurt, worn out by a missed night and a long 11-hour flight, the passenger was then challenged by finding an airport Condor office to as yet secure the paid train ticketing. I was not alone in facing this hurdle. After having recovered my suitcase, I first had to exit the airport, then re-enter it again. Following re-entry of the airport, climbing some stairs because escalators were not in service, dragging my suitcase and carry-on, I finally did find the Condor airport office. However, the next hurdle faced was a long waiting line... The line experience was German discipline, no exceptions made, also in my case where I had a rare train to catch. All kinds of people were in line with varying questions and varying time requirements. When finally I made it to the head of line, indeed, my problem was quickly resolved. But what a waste of time after a long, long flight. Moreover, I had the advantage of knowing German and the main layout of the airport. Just imagine arriving with small kids and not speaking the language... Condor, what a disappointment! Especially a German airline can be expected to do better in seamless service organization and to use the familiar bromide: customer-friendly service, first!