Lufthansa Group airlines have announced a variety of changes to their digital user experience in order to optimise their customer experience for Summer 2025. Lufthansa Group customers may be pleased to expect new service options, easier travel preparations and a new digital help centre amongst other changes.
Award-Winning App sees Further Upgrades
After being named the ‘Best Airline App’ at the 2024 World Aviation Festival (WAF), Lufthansa Group airlines have received much praise for their online customer experience. The app emerged as the winner amongst the finalist airlines Air India and Emirates, being judged on categories such as ‘User Experience’, ‘Managing the Booking’ and ‘Disruption Management’.
Since receiving this award in 2024, the airline have continued their commitment to creating a smooth and intuitive digital customer experience, with new amendments upgrading the passenger experience in time for Summer 2025. The upgrades prioritise the customer experience in planning and amending bookings, even at a short notice.
Speaking of the upgrade, Dieter Vranckx, Lufthansa Group’s Chief Commercial Officer said:
“We’re there for our customers, offering them an optimum all-round range of services throughout their air travel experience. 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 centrestage; and their whole air travel experience with our hub airlines will be further enhanced.”
Changes to Expect: Flexible Travel Planning
Lufthansa Group airlines have implemented steps for easier travel preparations, including more options when rebooking. Previously, airline customers had to contact the Service Centre when rebooking a flight. Now, customers can rebook themselves using Lufthansa Group’s digital channels, even if they have already reserved a seat. When rebooking a flight, customer’s seat reservations will be retained, or automatically refunded when this is not possible. In order to access these new services, Lufthansa Group urges customers to create a Travel ID within the Lufthansa Group airlines app.
Another amendment to the travel planning experience allows customers who wish to add sports baggage or wish to arrange transportation for pets in the cabin to book these services themselves online. Also available to customers is updated information regarding immigration guidelines, passport and visa requirements for international travellers. Lastly, travellers with a multi-person booking will be able to cancel the ticket for an individual passenger of the group, and have its price refunded in line with the applicable fare conditions.
New Help Centre and Other New Services
The Lufthansa Group airlines’ app and website now hosts a new Help Centre, where customers can receive tailored solutions to their help requests. The help centre also includes an AI Chat Assistant who is able to converse with customers in English, German, French, Italian and Spanish.
Other amendments have been made to assist customers who may experience seat changes. Passengers who lose an original seat reservation as the result of an aircraft change will now be instantly issued a new seat reservation and informed of the change.
If you carry an AirTag in your luggage, you will now be able to securely share the location of your checked baggage via the Lufthansa Group airlines app or website in order to speed up your baggage retrieval and delivery should it become lost.
The final new feature added by the airline is a new and improved online form to submit a complaint or claim for compensation, which now automatically reviews the details of the form for any discrepancies.
These changes in the digital customer experience from Lufthansa Group come alongside the airline’s upgrades in First Class travel and an enhanced dining experience for Business Class passengers.
Have you travelled with Lufthansa Group airlines? What do you think about the upgrades being made for travel in 2025?
