Lufthansa Group airlines boost customer services for summer

• Optimized all-round offer throughout the air travel experience: 
  Lufthansa Group airlines further expand their customer services
• Easier travel preparations: 
  convenient online rebooking including new seat reservations
• New service options in the event of schedule irregularities, with automatic refund of Allegris seat reservation fees
• New digital Help Center for further traveler support

The Lufthansa Group is boosting the customer services provided by its hub airlines – for rebooking, online baggage tracking, services and information in the event of irregularities and more – with the start of this year’s summer schedules.

“We’re there for our customers, offering them an optimum all-round range of services throughout their air travel experience,” confirms Lufthansa Group Chief Commercial Officer Dieter Vranckx. “Now more than ever, our guests can swiftly and simply plan every aspect of their own air travel. And, should those plans change at short notice, they can count on extensive flexibility and support. Our customers and their needs will now be even more firmly centerstage; and their whole air travel experience with our hub airlines will be further enhanced.” 

The range of digital services that are available via the Lufthansa Group airlines app – which was recently named the world’s ‘Best Airline App’ – has been particularly substantially expanded over the past few months. The app can not only be used to swiftly and easily modify individual travel plans: it also provides more extensive support to travelers in the event of any short-notice schedule change. To take just one example: If a flight is scheduled to operate with an aircraft equipped with the new Allegris First and Business Class cabins and the aircraft is subsequently changed, travelers who have booked a seat in the cabin concerned will have their seat reservation fee automatically refunded if the seat category they have chosen is no longer available.

Far simpler and more flexible travel preparations

In a further innovation, customers whose travel plans change can now quickly and easily rebook themselves via the usual digital channels – even if they already have a reserved seat – instead of contacting the Service Center as they have had to do in the past. With any such rebooking, their seat reservation will be retained; and should this not be possible, their reservation fee will be automatically refunded.

To take full advantage of all such services and options, customers are urged to install the Lufthansa Group airlines app and use it to create their own Travel ID. The Travel ID offers a wide range of benefits and helps tangibly facilitate the air travel process – by storing travel document details and other personal data, for instance, for both past and future bookings. Further services will be gradually added. Customers with a Travel ID can also be offered personalized information and tailored alternatives should their original travel plans unexpectedly change. More than 15 million customers have already created their own digital Travel ID profile.

A further new facility introduced this month and now available on the app and elsewhere enables travelers with a multi-person booking to cancel the ticket for an individual group member and have its price refunded in line with the applicable fare conditions. Also available online is a new service providing details of immigration guidelines and passport or visa requirements for international travelers. And in yet another innovation, sports baggage and pets destined for carriage in the cabin can now also be booked quickly and conveniently online.

New services in the event of flight irregularities or baggage delays

Any traveler who loses their original seat reservation as a result of an aircraft change for the flight concerned will now be actively issued with a new seat and informed of the change. They may then further modify their seat reservation online if they wish to do so.

Customers traveling with an AirTag can now also securely share the location of their checked baggage with the Lufthansa Group’s baggage tracing teams via the usual digital channels should it be misdirected or mislaid, to help speed up its retrieval and delivery. This new facility supplements the options already available to customers on their airlines’ apps to verify their current baggage status.

In a further new feature, any Lufthansa Group airline customer wishing to submit a suggestion or a claim for compensation can now do so using a new and improved online form which will automatically check the details they enter for any discrepancies, to help expedite its subsequent processing.  

A new Help Center for service inquiries and requests

A new Help Center has also been added to the Lufthansa Group airlines’ websites and apps to offer customers tailored travel solutions and respond to their specific service inquiries and requests. Travelers with more urgent concerns – such as a flight within the next eight hours – are offered more prioritized personal Service Center support. The AI Chat Assistant can provide the answers to many service questions – not only in English, but also in German, French, Italian or Spanish.