Every now and then, you encounter German inefficiency, which sort of pulls them back to normalcy. But the strange thing about inefficiencies that I have come across - they know about it, they are very apologetic about it; and they don't seem to do anything about correcting it.
Two recent events give rise to this post, and both happened within hours of each other. The first, happened in Mainz, where I was meant to change trains (to the airport). Ariving at the platform, there was an electronic and verbal announcement (in German, but fairly easy to translate), that the train was cancelled. For me, that is a minor inconvenience - Mainz is very well connected to Frankfurt, and the airport, so an alternate is easily found. Not so fortunate for others, who were going to places beyond the airport - and there was no ready help at hand to assist in determining the best way forward. One passenger I met had particular trouble - this train was a connecting train to yet another train. This cancellation had a massive impact on his travel plans. The inefficiency comes in, not that the train was cancelled, but how it was handled afterwards. Furthermore, the cancelled train was an Intercity Express - which run from one end of Germany to another - surely, such information should have filtered through to the booking systems?
The second instance, relates to "Tax Free" services at Frankfurt Airport. In most European countries, you can claim back a certain percentage of the VAT, if your non-perishable purchases are made through "Tax Free" affiliated stores. The store provides you with a stamped form (with the amount) and then you need to first get a customs stamp, before you can claim back the money (either cash at the office in the airport, or by credit card or bank deposit through post). The process itself is well documented and easy. however, the customs office, once you are past passport control is in Departure B only, after security. The customs office in Departure C, which is where many of the large long haul planes leave, is closed (under further notice). So, to get the custom stamp, one has to go all the way to Departure B and clear security. Those of you who have made this trip, will know that this quite a long walk - about 15 - 20 minutes, depending on how many people you share this journey with! So taking account of clearing security, the round trip was almost an hour; and luckily I was able to leave my bags in the locker in the lounge ... otherwise, I don't think the effort would have been worth the refund!
4 comments:
Hmmm... I'm not sure if inefficiency is the appropriate word in this situation. I think you're referring more to their change management/people management skills. It sounds more like you're upset that they didn't care about you, the traveller, and your needs (likewise for other travellers).
Then again, Germans are notorious for their societal coldness - so it sounds pretty par for the course to me - if you walked up to them and asked them, I'm sure they were helpful and got you to where you want to go.
Ergo - other examples of german inefficiency rather than their lack of empathy?
Sarai, this can happen in every country all over the world. Furthermore there have been alot of train cancellation during winter chaos and the german railway was just out of control. Anyway, there are much worse things happening in the world, that guy is just bored.
AND, listen: Germans are not societal cold in general!
Inefficiency may be the wrong word - specifically in the train example. That is perhaps just an example of shit happens. But I do know that similar cancelations in other public transport does filter through to bookings and related information. But I don't have much information on why it was cancelled - so yes, it's mostly just an example of not enough information.
In the airport however, having one customs office, and only after security check (and not in the general transit area) for one of the largest airports in the world - that is inefficiency. Not have a customs service for the gates that serve the largest inter-contental planes (i.e. large number of people who are likely to want customs clearance) is inefficiency.
And I agree with Norman - in my experience, Germans are not societally cold ...
I'm going to read the rest now now but the societally cold thing - you're pretty cold yourself dude so you fit *right* in.
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