Just in time for summer, the Lufthansa Group has optimized the travel experience for its passengers by introducing additional digital features. The Lufthansa Group App, which was named the best airline app worldwide, serves as a digital companion from booking to arrival and beyond. These improvements are intended to offer travelers greater convenience and flexibility.
Dieter Vranckx, Chief Commercial Officer of the Lufthansa Group, emphasized that customers are offered a comprehensive range of services throughout their flight. He particularly recommends the installation of a Travel ID profile, which is designed to make travel easier: It enables the integration of travel documents and the storage of personal data for future and past bookings. In addition, travelers with the Travel ID receive personalized information and suggested solutions in the event of unexpected changes to their travel plans. Over 15 million customers have already created such a digital profile. For travel to the USA, the ESTA travel authorization now checked during online check-in, and the passport scan in the app has been improved to load data easily and securely.
Digital innovations also include improved Self-service options for flexible travel adjustments. Passengers can now rebook their bookings digitally in the event of a change of plan, even with an existing seat reservation. For aircraft changes in the new Allegris First and Business Class cabins, passengers will automatically receive a refund of the reservation fee if the selected seat category is no longer available. Cancellation of single tickets from a multi-person booking is now possible online. Sports equipment and pets can be conveniently added online. Flight irregularities and delayed baggage Travelers are actively rebooked and informed. With an AirTag, it is now also possible to securely share the location of the baggage with the baggage tracking service to speed up delivery. New, improved online forms are available for suggestions or compensation claims, enabling faster processing. Help Center offers individual solutions using artificial intelligence via the app and website, with urgent requests being forwarded to the personal service center.
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