Lufthansa Group has further optimised the travel experience for its passengers with additional digital functions.
The Lufthansa Group app, which has been named the best airline app worldwide, serves as a digital companion throughout the entire journey, from booking to arrival and beyond.
“We are there for our customers and provide them with an all-round service throughout their flight – supported by digital functions. For example, our guests can now plan their trip even more easily and flexibly and count on comprehensive support in the event of last-minute changes,” said Dieter Vranckx, Chief Commercial Officer of the Lufthansa Group.
“I particularly recommend that our passengers create a Travel ID profile. This offers them many advantages and helps to make their journey even more comfortable. With the new digital services, we offer them an optimised travel experience and support them at every stage of their journey.”
The digital innovations at a glance:
Lufthansa Group app receives further functions
The Lufthansa Group app now includes even more functions that increase the travel comfort of all passengers. Lufthansa Group customers can now enjoy new, innovative tools, especially when preparing for their trip, starting with a significantly faster flight search and a smoother booking experience.
In this context, customers are recommended to install the Lufthansa Group Airlines app and create a Travel ID profile. The Travel ID helps to make travel easier: among other things, it is possible to integrate travel documents and save personal data for future and past bookings. Further services will follow gradually. In addition, the Travel ID provides travelers with personalized information and suggested solutions should their original travel plans change unexpectedly. More than 15 million customers have already created a digital profile.
To make traveling to the USA even more relaxed, the ESTA travel authorization is now already checked during online check-in – and the app’s passport scan has also been further improved. In addition, the passport is simply and conveniently loaded into the app during check-in. This data is also checked in the process. The website also offers a new service with information on entry guidelines and passport or visa requirements for international travel, stored in the Travel ID.
Status, Business and First Class guests can use the app to quickly and conveniently find their preferred Lufthansa Group lounge nearby – whether in Frankfurt, New York, or Rio de Janeiro. In addition, digital menu cards and e-journals are available to travelers before the flight. Finally, the booking confirmation has also been revised and now appears in a new look.
If something changes
With the introduction of innovative self-service options, travelers can now adjust their plans more easily and flexibly. Guests whose travel plans have changed can easily and conveniently rebook themselves (in accordance with the fare conditions) on the familiar digital channels such as the Lufthansa Group app – even if they have an existing seat reservation. Passengers who have booked a seat in the new Allegris First and Business Class cabins will automatically receive a refund of the reservation fee in the event of an aircraft change if the selected seat category is no longer available.
Also practical and available as a service in the app since March: Passengers can cancel the ticket for a single person from a booking for several people and have the individual booking refunded in accordance with the fare conditions. The website also offers a new service with information on entry regulations and passport or visa requirements for international travel. In addition, sports baggage and pets in the cabin can now also be booked quickly and conveniently online.
In the event of flight irregularities and delayed baggage
Passengers whose seat reservation cannot be maintained due to a change of aircraft will be actively rebooked to a new seat and informed of the seat change. Customers can then change their seat online. From the summer, passengers who have to spend a night in a hotel due to a flight irregularity will also automatically receive a taxi voucher by email or in the app.
In addition, travelers with an AirTag can now use AirTag Location to securely share the location of their baggage with the baggage tracing system via the familiar digital channels, thereby speeding up delivery in the event of baggage delays. This expands the baggage status information options already available to Lufthansa Group guests in the airline apps.
If passengers wish to submit suggestions or a compensation claim, Lufthansa Group Airlines is now offering new and improved online forms that automatically check the entries for any discrepancies and thus enable faster processing.
Help Center advises travelers with service requests
The Help Center, which via the mark symbol can be accessed on the Lufthansa Group websites and airline apps, provides travelers with targeted advice on their service requests and now offers holistic, individualized solutions with the help of artificial intelligence. Passengers with urgent requests, such as a flight within the next eight hours, are given priority support in the personal Service Center. The AI chat assistant, which can resolve many service requests, is available in German, English, Italian, French and Spanish.
