In all honesty, I’ve never encountered a bad flight in Lufthansa First Class. Service is routinely spectacular. But flight attendant Marcel Olschweski took service to a whole new level on my recent flight from Frankfurt to Los Angeles.
Earlier this year, I wrote about a model flight attendant I encountered on United Airlines. Now I have the pleasure of recognizing another model flight attendant, this time on Lufthansa. Marcel was simply fabulous in every way.
I requested an early departure from the First Class Terminal so that I could board the flight first. As I stepped onboard the aircraft, I noticed Marcel was busy carefully arranging each amenity kit and slippers on the ottoman of each seat. This was a tell-tale sign of the attention to detail which would follow.
I’ve written before about how much I appreciate the precision of carefully setting up a table for meal service, including intricate details like ensuring the logos on the glasses and salt/pepper shakers are facing forward. I loved how carefully and flawlessly Marcel did this. It simply showed he truly cared.
If you notice, upon boarding there were no roses at each seat. That’s because Marcel artfully presented them while introducing himself and offering his pre-flight welcome. As he presented the menu, he explained that service could be fully-customized to my needs…I could dine whenever I wanted and choose whatever I wanted from the menu (not all first class FAs offer this). He had memorized the wine list and offered to make pairing suggestions. He also offered to create cocktails that were not on the menu. After takeoff, he whipped up an excellent Aperol Spritz.
Marcel addressed passengers by name and carefully monitored the cabin to ensure that glasses did not go empty and that each passenger was comfortable.
What I loved most is that he clearly loved his job. He once worked for Etihad, where he no doubt cultivated his superb hospitality skills. But I think his skills were innate…they were that good. When you love your job, it always shows through.
As we neared Los Angeles, Marcel warmly thanked me for my business. I asked if it was too late for a cappuccino and without a flinch, he said of course not. Moments later a wonderful coffee arrived:
There was only 30 minutes of flight time left…my request was perhaps unreasonable in the first place. But it was yet another sign of a flight attendant willing to go above and beyond the minimum required of him.
Thank you Marcel for the wonderful flight and for your gracious and professional service. And a shout-out to FA Andrea Gscheidner who also served in the first class cabin and also provided lovely and professional service.
You can find Marcel working in the first class cabin on 747-8 flights.
(John, my business partner, took the pictures above that show both Marcel and me)