Impact, risk and opportunity management
S4-1 Policies related to consumers and end-users
The Lufthansa Group places great importance on valuing and including people regardless of their national or ethnic background, gender, religion, beliefs, disability, age or sexual identity. The Company is firmly opposed to all forms of discrimination and has anchored this principle in a policy statement ↗ S2-1 – Policies related to workers in the value chain.
The Lufthansa Group’s goals include ensuring the health and safety of its customers and guaranteeing the comprehensive protection of personal data. Both aspects are firmly embedded in the Company’s Code of Conduct. ↗ G1-1 – Corporate culture and business conduct policies.
By strictly adhering to global data protection regulations and fostering integrity across the entire Lufthansa Group, the Company works to uphold these standards. Relevant information is freely available on the Lufthansa Group’s website. The effectiveness of these measures is continuously monitored and actively promoted by the Executive Board of the Lufthansa Group. ↗ G1-1 – Corporate culture and business conduct policies.
Data guideline serves data protection at the Lufthansa Group
The Lufthansa Group aims to use digital technologies responsibly for all customers and ensure the protection of personal customer data in accordance with its corporate data protection guideline. This guideline is designed to safeguard customer privacy and ensure the security of their data. In addition to compliance with applicable data protection regulations, the guideline also incorporates additional regulatory requirements. Approved by the Lufthansa Group’s Executive Board, the guideline applies across all areas of the Lufthansa Group and is accessible to all employees.
Lufthansa Passenger Airlines implement safety policies and communication measures
Within its Passenger Airlines division, the Lufthansa Group prioritises the safety of its passengers. The Company seeks to minimise flight-related risks for customers when flying with Lufthansa Group airlines. Furthermore, Passenger Airlines aims to protect its passengers against external threats. For example, aircraft are secured in accordance with applicable regulations when no crew is on board. This includes extensive access controls through electronic security systems, aircraft being parked in secured areas and the installation of security locks and seals in sensitive areas, which are subject to regular inspections.
The Company has implemented comprehensive policies to address the needs of specific passenger groups. In this way the Lufthansa Group aims to ensure their safety. The focus is on children and people with disabilities. The Lufthansa Group offers dedicated services for these groups, including designated seating areas. Unaccompanied minors are accompanied by trained personnel for the entire duration of their flight. Detailed procedures for handling unaccompanied minors and passengers with limited mobility are integrated into the Company’s booking systems and implemented by the Lufthansa Group’s ground staff and flight crews.
Lufthansa Passenger Airlines also works to personalise customer communications based on preferences and travel history. This includes tailored offers, travel recommendations and loyalty rewards communicated across multiple channels. The use of customer data to tailor services is carried out in compliance with data protection regulations and with consent from customers.
Additionally, the Lufthansa Group follows international frameworks that apply to its customers, such as the International Air Transport Association (IATA) resolution against human trafficking and the International Covenant on Economic, Social and Cultural Rights. ↗ S2-1 – Policies related to workers in the value chain.
Lufthansa Technik applies structured management approaches for corporate customers
Lufthansa Technik has established management processes for addressing material impacts, risks and opportunities related to its customers. Its services are specifically tailored to the needs of corporate customers. The intention is ensuring full compliance with legal and aviation regulations at the same time. This guarantees consistent and high-quality customer service across all business areas. The Integrated Management Manual provides an overview of Lufthansa Technik’s process-oriented, integrated management system. It serves as a reference for all employees, managers, regulatory authorities and corporate customers. The manual defines key processes designed to ensure that Lufthansa Technik’s sales department operates in line with customer requirements and quality standards. Additionally, core procedures are incorporated in supplements from the aviation authority and the corresponding documentation system. These systems and policies apply to all Lufthansa Technik employees, as well as the affiliated companies listed in the Integrated Management Manual, including worldwide branches, subsidiaries and equity investments of Lufthansa Technik AG in companies in Germany and abroad. The aim is to ensure consistent service quality and provide corporate customers with the necessary information on the reliability and safety of Lufthansa Technik’s services. This approach is intended to mitigate risks and ensure that all end users have the information required for the safe and effective use of Lufthansa Technik products and services. Measures in all business areas are based on clearly defined processes, policies, guidelines and manuals. They include regular training, adherence to established standards and the consistent use of checklists, which are continuously reviewed and updated. Measures are implemented according to department-specific requirements and adapted to individual operational needs.
S4-2 – Processes for engaging with consumers and end-users about impacts
The Lufthansa Group actively engages in dialogue with customers, suppliers, authorities and the public, incorporating both internal and external feedback. This can help to improve safety and quality standards. Within the Lufthansa Group, the Customer Journey division oversees customer experience initiatives. The highest authority responsible for the operational execution of these initiatives is the Chief Commercial Officer of Passenger Airlines.
The Lufthansa Group strengthens customer engagement through a range of communication channels
The Lufthansa Group maintains contact with its customers through various channels, including call centres, email, live chat, social media, its website and in-person interactions at airports for Passenger Airlines. For compliance-related concerns, the Company also offers a direct reporting option with the Speak-up web portal. An internal, cross-functional panel of experts at the Lufthansa Group, dedicated to enhancing customer focus, discusses customer feedback and evaluates potential measures. To support proactive communication, employees of Passenger Airlines may contact customers after a flight to request feedback. This initiative aims to improve service quality and customer satisfaction. Participation in these surveys is voluntary. Customers can opt out of receiving survey requests. This process is included in the Lufthansa Group’s Code of Conduct.
Lufthansa Technik also engages with customers through competitive tenders, regular meetings, consultations, conferences, trade fairs and on-site visits with corporate customers to gain insight into their needs. When necessary, the relevant sales teams also initiate direct customer outreach. Depending on the product, multiple points of customer contact can be utilised.
Lufthansa Technik continuously assesses the effectiveness of its collaboration with corporate customers. This aims to ensure that their needs and expectations are met. In tender processes, sales managers are responsible for incorporating as many customer requests as possible. At the same time, they adhere to the guidelines outlined in the Integrated Management Manual and other relevant documents, while also considering current economic conditions.
At Lufthansa Cargo, most customer interactions occur with forwarders. Business-critical information is shared between Lufthansa Cargo’s corporate customers on a regular basis in sales and advisory meetings. These interactions primarily take place through sales and service employees, digital channels such as company websites or platforms, partnerships, and industry trade fairs. Lufthansa Cargo also provides continuous updates on company developments in newsletters distributed by its Executive Board.
At Lufthansa Aviation Training, the sales department serves as the link between the company and its customers. Collaboration is conducted by employees who manage a designated customer base through written correspondence or personal interactions. This takes place at regular intervals, at least quarterly. In the case of ad hoc requests, the requests are discussed directly with the responsible sales representatives. The objective is to build long-term, trust-based customer relationships and ensure customer satisfaction. This results in the conclusion of framework agreements that provide a flexible foundation for long-term business partnerships.
Lufthansa Systems does not have direct contact with consumers. It nevertheless takes their interests and concerns into consideration. The company provides customer contact options through its service management process. The focus in this regard is on product-related services such as change requests or technical support. Corporate customers also have the opportunity to raise issues on behalf of their end users. These concerns can be addressed in regular meetings or directly with a designated contact person. All topics are reviewed between service management and product organisation to determine potential actions.
Customer satisfaction measured through various tools
Lufthansa Passenger Airlines utilises various tools to analyse the customer experience and customer requirements. All customer data collected in this way is analysed anonymously. In addition to monthly social media analysis and continuous engagement with premium customers, a Passenger Satisfaction Tracking programme is also in place. It receives over 30,000 customer responses each month, which provide insights into the travel experience across the entire travel chain. The survey used to obtain feedback was developed in collaboration with multiple departments and is generally updated once a year. It is used to identify specific customer trends and derive targeted actions as needed.
Additionally, the Passenger Airlines segment operates a dedicated online platform, the Co-Creation Hub. The platform is intended to promote the sharing of ideas and development of forward-looking solutions, and to enable collaboration between internal and external stakeholders. This platform facilitates collaboration between internal and external stakeholders to develop and test products and services that meet customer expectations. Customers are involved in product development through surveys, workshops and interviews. During the reporting period, the Co-Creation Hub was used for projects covering both digital and operational innovations. These initiatives aimed to optimise internal processes and enhance customer experience. Notably, the involvement of partner companies, start-ups and academic institutions contributed to a dynamic and diverse ideation process. In addition, Lufthansa Passenger Airlines customers who consent to follow-up contact receive a request for feedback on their travel experience three days after their flight.
Beyond direct feedback after a flight, the Lufthansa Group has also implemented a formal feedback process using the Net Promoter Score (NPS). This metric assesses the customer recommendation rate and is used by Passenger Airlines, Lufthansa Technik and Lufthansa Cargo to identify suitable opportunities for improving customer satisfaction. Insights from NPS surveys are used to increase transparency on customer satisfaction and initiate improvement measures. The NPS or customer satisfaction (CSAT) score is also derived from the PST survey described above.
The Lufthansa Group’s product management team for corporate customers conducts global surveys on product preferences and areas for improvement. The surveys are conducted in phone calls with corporate customers throughout the year. After evaluating the survey results, the Lufthansa Group works on adjusting its products based on customer feedback. The Chief Commercial Officer of Lufthansa Passenger Airlines has the highest level of responsibility in this process. To make effective use of survey findings, the Company tracks product sales and engages in discussions with purchasing managers, drawing on their experiences with customers.
The Lufthansa Cargo Customer Experience Team also conducts periodic surveys. These aim to gather feedback on customer satisfaction and other relevant topics. Additionally, every two years, Lufthansa Cargo carries out a more extensive survey focusing on service quality, customer satisfaction, improvement suggestions, efficiency and complaints management. For this survey, corporate customers are contacted by an external agency by telephone or email and asked to provide detailed opinions and feedback. In addition, account managers at Lufthansa Cargo regularly hold personal phone conversations with corporate customers to discuss experiences, current concerns and potential areas for improvement. These customer interactions are overseen by the Customer Experience Council, account managers and Lufthansa Cargo department heads. Additional feedback is collected on a case-by-case basis following customer service interactions related to transport irregularities, services and claims & complaints. This process ensures comprehensive support and coordination are provided across all relevant areas. Based on these surveys, structural issues are identified, and concrete actions and measures are developed. These insights feed into quality management, customer service and product adaptations at Lufthansa Cargo.
At Lufthansa Aviation Training, participants are asked to provide feedback at the end of their training sessions by completing a survey. The results are evaluated monthly by training supervisors, who then define, implement, and monitor individual improvement measures. After implementation, a follow-up survey is conducted to assess the effectiveness of these measures.
The Lufthansa Group ensures transparency with regard to environmental impacts
The Lufthansa Group sales team conducted numerous interviews and surveys during the reporting year to assess desire among corporate customers to reduce carbon emissions in air travel and their willingness to pay for this. According to the findings, willingness to pay to reduce carbon emissions is higher in Europe than in other regions. This is partly due to the introduction of the EU Taxonomy and the Corporate Sustainability Reporting Directive. Insights into the impact of carbon emissions were gathered through customer feedback, market analyses and direct discussions.
During the booking process for Green Fares, consumers receive clear information about the environmental impact of these tickets. This ensures customers obtain full transparency regarding the related impacts. The Lufthansa Group aims to increase the acceptance and uptake of Green Fares. Additionally, the Lufthansa Group seeks to ensure that corporate customers include Green Fares in their corporate travel policies by providing transparency on environmental impacts during the booking process. The Chief Commercial Officer is ultimately responsible for this initiative. It may be possible to sell more of these fares for business travel in this way. When corporate customers adopt a Green Fares travel policy, it is integrated into their corporate agreement with the Lufthansa Group. This approach is intended to encourage more corporate customers to establish agreements with the Lufthansa Group for the use of Green Fares. At Lufthansa Cargo, carbon transparency is also provided in the booking process, and customers can request an emissions report.
The Lufthansa Group aims to avoid barriers for customers
The companies of the Lufthansa Group dedicated to corporate customers – including Lufthansa Systems, Lufthansa Cargo, and Lufthansa Technik – have not identified any particularly vulnerable or marginalised customer groups within their business segments. Nonetheless, the Lufthansa Group aims to ensure that no barriers are encountered by marginalised groups, including individuals with disabilities and children, when using air travel. This commitment also extends to training programmes offered by Lufthansa Aviation Training, provided that the relevant aviation authorities confirm the individual’s fitness to fly. The overarching objective is to promote accessibility and inclusion across all Lufthansa Group products and services.
S4-3 – Processes to remediate negative impacts and channels for consumers and end-users to raise concerns
Complaints procedures to inform the Lufthansa Group of potential human rights or environmental violations
A central complaints procedure has been introduced to enable the Lufthansa Group to receive reports of human rights and environmental impacts or violations of standards within the Lufthansa Group or by its suppliers in the event of a dispute. The Lufthansa Group Rules of Procedure are designed to ensure that every complaint is handled with care, maintaining confidentiality, data protection and legally protected interests. Anyone can report human rights or environmental impacts or violations by the Lufthansa Group or its direct suppliers. Whistleblowers may also include Lufthansa Group customers. Reports can be made by email, via an electronic whistleblowing system or to an external ombudsperson. ↗ S2-3 – Processes to remediate negative impacts and channels for workers in the value chain to raise concerns.
Beyond human rights and environmental impacts or the complaint channels mentioned above, Lufthansa Group customers may also raise concerns regarding the Lufthansa Group’s products and services. Reports may be submitted in writing, for example by email, on the website, or by calling the call centres. Customers receive a ticket number, which Lufthansa Group employees use to process the complaint. Additionally, complaints can be submitted on the website by completing a form provided on the website. The Lufthansa Group regularly reviews the effectiveness and accessibility of consumer channels. Customers can also send messages to the Lufthansa Group at any time during the booking process. The corresponding channels are available online. Corporate customers can also file complaints through their Lufthansa Group sales contacts. In this case, the process follows the specific structure of the respective company and contact person.
All complaints received by the Lufthansa Group are treated confidentially. They are tracked and monitored in terms of quantity and content with the creation of a case file. Specific measures are then taken in response. Individuals who have submitted complaints receive a response regarding their complaints.
Beyond the Lufthansa Group’s general complaint channels, Lufthansa Technik has established additional specific channels for corporate customers to communicate their concerns and needs. This is intended to ensure that customer concerns are handled quickly, reliably, and transparently. Each product-related concern, such as inquiries regarding delivery periods or quality deviations, including design or production defects, is first received by a designated contact person and manually entered into a system that categorizes the concern and forwards it to the responsible department. This process aims to ensure that responses are timely and thorough. Lufthansa Technik aims to support the availability of these channels in its business relationships through open communication and transparent processes. Policies and programmes, such as the Integrated Management Manual, are communicated to all employees and relevant stakeholders. The manual is published by the Quality Management department. Implementation of the manual is the responsibility of the Lufthansa Technik Executive Board, which is operationally represented by the Vice President Quality Management. The manual sets forth clear standards for conduct and describes processes designed to promote integrity and compliance. These processes are intended to foster a safety culture and ensure that all stakeholders understand and uphold ethical standards.
Lufthansa Technik tracks and monitors reported and resolved issues through its internal reporting system and with safety investigations. Work-related errors, observed incidents, and hazards are viewed as opportunities to enhance systems and processes. In this context, Lufthansa Technik applies the principles of “Just Culture”. This means all reports – including anonymous ones – are treated confidentially and are used solely to improve safety performance. Errors made due to following safety and regulatory guidelines are not penalised and are reported without assigning blame. However, gross disregard for risks or professional responsibilities is not tolerated and leads to corresponding individual measures. Lufthansa Technik ensures that reported incidents are properly investigated and that findings are incorporated into decision-making.
Lufthansa Cargo customers can submit complaints to the complaints management team on the website, by telephone or email. Enquiries made to designated regional sales contacts by phone or email are forwarded to the complaints management team unless they involve complex issues requiring structural solutions or in-depth research that cannot be addressed by the sales team alone. The Lufthansa Group strives to treat all enquires in line with the applicable data protection policy in order to protect the people concerned from any reprisals.
Lufthansa Cargo customers with repeated compliance violations are flagged accordingly and excluded from further business activities.
At Lufthansa Aviation Training, training participants can submit reports in the IQSMS safety, quality and risk management system. Reports may also be submitted anonymously. A distinction is made between “General Reports” and “Flight Safety Related Reports.” General Reports cover issues such as communication problems, data protection concerns, medical emergencies or harassment. In the Flight Safety Related Report, incidents that could impact aviation safety during flights, such as incorrectly trained procedures and non-compliant training documentation or training equipment are reported. Reports are processed through a system workflow. General Reports are forwarded to quality managers, while Flight Safety Related Reports are sent to safety officers for further processing. Reports are evaluated on a monthly basis by the training department heads. Implemented measures are documented in the system and assigned to the relevant individuals. This process ensures the full traceability of actions taken.
S4-4 - Taking action on material impacts on consumers and end-users, and approaches to managing material risks and pursuing material opportunities related to consumers and end-users, and effectiveness of those actions
Sustainable and responsible corporate conduct is an integral part of the Lufthansa Group’s corporate strategy. The Lufthansa Group is convinced that it has an obligation to create added value for customers, employees and investors, and to meet its responsibility towards the environment, people and society.
Risk management at the Lufthansa Group considers risks related to consumers
The Lufthansa Group employs a structured risk management process to determine necessary and appropriate measures in response to actual or potential negative impacts on consumers. This process includes identifying risks, assessing their severity and implementing suitable measures to mitigate or eliminate them. Key elements include direct communication to address concerns without delay, regular meetings to review emerging issues and engagement with the industry to gather feedback.
The Lufthansa Group has allocated resources to manage material risks associated with consumers. Addressing reputational risks is a material matter. This involves continuous risk monitoring through daily reviews of press reports and of social media content in close coordination with Corporate Communication. Care is also taken when reviewing and responding to press and media inquiries. To manage these risks, the Lufthansa Group follows clear communication guidelines and maintains a social media policy. Addressing liability risks is another material matter. Here the Company establishes clear and stringent liability limitations, also in its standard contracts. Any deviations from these limitations are regulated in the Pricing and Authorisation Policy. This serves to minimise potential risks for the Company.
The Lufthansa Group tracks and evaluates the effectiveness of its measures and initiatives by monitoring performance indicators such as revenue, gathering consumer feedback and conducting regular reviews. This ensures that the intended outcomes for customers are achieved.
The Lufthansa Group takes measures to prevent negative impacts
The Lufthansa Group allocates specific resources for the management of material impacts, including personnel and technological resources. With regard to health and safety, this responsibility lies with the Safety Department. Additionally, the Lufthansa Group aims to reduce potential negative impacts in product development by promoting various technologies and developing Sustainable Aviation Fuel (SAF). The Company’s approach to remedying or mitigating material negative impacts is guided by the principles set out in the Lufthansa Group’s Code of Conduct and Compliance Policy. These documents outline the Company’s commitments to ethical business practices, adherence to legal standards and protecting the interests of all stakeholders. This is reflected in the active management of consumer and end-user health and safety, which is further detailed in the safety and security policy. ↗ G1-1 – Corporate culture and business conduct policies
The Lufthansa Group takes proactive measures to prevent material negative impacts on consumers through responsible practices in marketing, sales and data usage. Where trade-offs between mitigating negative impacts and business pressure need to be made, consumer well-being and compliance with legal requirements take precedence.
The Lufthansa Group strives to ensure that procedures for providing remediation in cases of material negative impacts are accessible and effective. Stakeholders can express their grievances via various channels. ↗ S2-3 – Processes to remediate negative impacts and channels for workers in the value chain to raise concerns.
Lufthansa Technik has introduced mandatory training programmes for all employees as part of its comprehensive quality management system. These programmes are designed to ensure employees are well-equipped to identify, prevent and address potential negative impacts in product design.
Lufthansa Aviation Training has defined specific procedures and measures to address negative impacts during training processes, such as training equipment failures, instructor unavailability or participant absence. Participants can report issues directly on the training equipment if the training is disrupted in any way. Reports are logged, and an individual solution is developed. Additionally, personnel are available on-site to support operational training preparation and follow-up. Together with central contact persons, appropriate measures are evaluated and implemented in coordination with customers. The designated contact person ensures that procedures are executed correctly and that collaboration remains unaffected despite the negative impact.
Improving customer service, data protection and safety standards to reduce risks
The Lufthansa Group aims to mitigate material risks related to consumers by enhancing customer service and data protection, and maintaining safety standards. Effectiveness is monitored through audits, feedback and ongoing evaluations to ensure continuous improvement.
Depending on the business model employed by companies within the Lufthansa Group, measures are planned and implemented to leverage material opportunities related to consumers. These include enhancing the customer experience, expanding digital services and promoting sustainability initiatives. These efforts are intended to drive long-term growth and customer satisfaction.
In the reporting year, the Lufthansa Group addressed material impacts, risks and opportunities through the following measures:
Data protection and training measures are intended to ensure the security of customer data
The Lufthansa Group aims to ensure compliance with data protection regulations and uphold the security of customer data in accordance with the General Data Protection Regulation (GDPR). As part of Group-wide training initiatives covering both customer data and general data protection topics, all employees are made aware of the importance of responsible data handling. These mandatory training sessions are web-based and available throughout the year to foster continuous awareness of secure data management. They must be completed by employees every year. The training programme will be maintained over the coming years as part of ongoing awareness efforts. A monitoring system aims to ensure full participation and successful completion of the training by all employees. Lufthansa Group employees are among the key stakeholders trained through these measures to handle sensitive data responsibly.
Lufthansa Passenger Airlines and Lufthansa Cargo are committed to protecting personal and customer-related data to ensure customer security while improving the customer experience. Since 2004, the Lufthansa Group has used Advanced Passenger Information (API) data, which is transmitted to security and immigration authorities in advance. This improves the efficiency of passenger screening and enhances passenger safety. To assess effectiveness, the Passenger Satisfaction Tracking survey can be used to evaluate the boarding process. API data includes key information such as name, date of birth, nationality and passport details, which are used exclusively for legally mandated purposes. The companies ensure compliance with GDPR requirements in relation hereto.
Medical training enhances in-flight safety
As part of its comprehensive safety management system, Lufthansa Group cabin crew receive first aid training to assist passengers who experience medical issues onboard. Since 2006, the Lufthansa Group has also offered the “Doctor on Board” programme. It is specifically aimed at doctors who can provide medical support during in-flight emergencies. The programme’s objective is to improve on-board medical care and safeguard passenger health. Doctors participating in the programme can voluntarily register and are recorded in the Lufthansa Group system. In the event of a medical emergency onboard, flight attendants can directly request assistance from these registered doctors. The effectiveness of the programme is measured through customer satisfaction surveys conducted after flights.
Certified simulators at Lufthansa Aviation Training meet regulatory requirements
Lufthansa Aviation Training employs qualified personnel and certified simulators. This is intended to ensure that licensing and safety-related training meets all legal requirements set by the German Federal Aviation Authority and the European Union Aviation Safety Agency (EASA) and that onboard personnel are optimally prepared for flight operations. It also mitigates operational risks and enhances both passenger health protection and flight safety. The goal is to ensure that trained personnel uphold the Lufthansa Group’s standards and maintain passenger safety. The company defines liability provisions in its framework agreements to regulate responsibilities in the event of damages.
Lufthansa Group offers sustainability initiatives and services for its customers
The Lufthansa Group is committed to reducing its carbon footprint and provides environmentally conscious passengers with more sustainable travel options. The aim is to balance customer needs regarding product design and product marketing with sustainability targets. As part of the Compensaid programme, which was launched in August 2019 by the Lufthansa Innovation Hub, all passengers can voluntarily offset their individual carbon emissions by investing in Sustainable Aviation Fuel or global climate projects. This programme allows passengers to contribute to climate change mitigation.
The Lufthansa Group has also introduced options for corporate customers to reduce their carbon footprint. With a combination of 20% SAF and 80% carbon offsetting, the Company offers Green Fares and an associated incentive programme. Corporate customers can also invest in SAF to offset carbon emissions from their business travel with the Lufthansa Group. Access to these products is provided through corporate sales teams and a dedicated customer platform. Investment details are kept confidential and are only accessible to the corporate customer and the Lufthansa Group.
The Lufthansa Group uses a reporting system to measure the use of Green Fares among corporate customers. Corporate customers receive a monthly report detailing their carbon emission savings. The Lufthansa Group also issues official carbon certificates. Performance is reviewed with Lufthansa Group sales representatives and the corporate customer’s procurement department. If individual targets for Green Fares usage are not met, further measures are discussed to increase adoption. Additionally, any negative effects reported by corporate customers to Lufthansa Group sales teams are addressed through tailored corrective actions.
Lufthansa Cargo also provides sustainability options through its Sustainable Choice programme. Customers can offset airfreight-related carbon emissions by investing in SAF or carbon offsetting projects. Five different options are available for individual airfreight transports, ranging from 100% offsetting to combinations of 20% SAF/80% offsetting or 80% SAF/20% offsetting. Additionally, Lufthansa Cargo offers corporate customer bulk contracts for SAF and carbon offsetting projects.
The Lufthansa Group is committed to keeping additional costs for SAF as low as possible to increase customer adoption of Green Fares and Sustainable Choice. Some NGOs have labelled these kinds of initiatives as greenwashing. Deutsche Umwelthilfe (DUH) brought two lawsuits against Deutsche Lufthansa AG and the Lufthansa Group airline Eurowings in the reporting year, alleging that their advertising was misleading. In both cases, DUH claimed that in certain statements on their websites the airlines had provided customers with misleading information about the impact of climate change mitigation projects in offsetting carbon emissions. DUH’s lawsuit against Deutsche Lufthansa AG is still pending; the Lufthansa Group is convinced that carbon emissions certainly are offset by supporting suitable climate change mitigation projects. In the Eurowings proceedings the Cologne Regional Court upheld the claim. The Cologne Higher Regional Court dismissed Eurowings’ attempted appeal and made reference to certain statements on the Eurowings website. Eurowings took this opportunity to revise the specific statements on its website. The Lufthansa Group is convinced that all climate change mitigation projects, which form the basis of the offset portfolio, bring an effective environmental benefit and can offset the carbon emissions caused by air travel, which the respective project standards are intended to guarantee. The Company strives for comprehensive and informative communications to explain the advantages of the sponsored climate change mitigation projects to the customers of the Lufthansa Group airlines. Corporate customers who do not purchase sustainable products face negative impacts in the form of higher carbon footprints and reputational consequences for not adopting environmentally friendly travel practices.
A dialogue with corporate customers aims to enhance transparency about both the positive environmental impacts of SAF and the negative environmental impacts of fossil fuel-based kerosene. These impacts are detailed in sales presentations. The Lufthansa Group provides corporate customers with carbon savings calculations. Products are marketed through digital advertisements, sales presentations, webcasts and other digital media. Additionally, the Lufthansa Group engages with companies in other industries to explore opportunities for increasing SAF usage. ↗ E1-3 – Actions and resources in relation to climate change policies.
A central team within the Lufthansa Group’s sales organisation is responsible for managing all processes required to increase the use of SAF and reduce reliance on fossil fuel-based kerosene. The Lufthansa Group fuel procurement team works closely with SAF suppliers to ensure availability meets increasing demand. In the reporting year, demand for SAF exceeded supply.
The Lufthansa Group aims to offer Green Fares across all customer segments and sales channels. The current adoption rate for Green Fares is approximately 4%. The Lufthansa Group is implementing strategies to increase this percentage. In the reporting year, Green Fares were expanded by the Lufthansa Group to long-haul intercontinental flights. The aim is to make them available for all routes.
Incidents related to human rights should be resolved amicably
Currently, the Lufthansa Group has not identified any severe human rights violations concerning its customers.
Regarding an incident in 2022, which did not constitute a severe human rights violation but involved allegations of discrimination against Jewish passengers on Lufthansa Airlines, a case before the U.S. Department of Transportation was resolved during the reporting year through a consent order (an agreement settling a dispute between two parties without an admission of guilt or liability). Deutsche Lufthansa AG and the American Jewish Committee (AJC) signed a Memorandum of Understanding back in 2022, which was amended in 2024. In the memorandum, both parties committed to jointly opposing all forms of antisemitism, racism and xenophobia. The AJC advocates for Jewish communities worldwide. As part of their ongoing collaboration, a training programme was developed for managers and employees to address antisemitism and discrimination. This programme was implemented within the Lufthansa Group in 2024. In addition, the Lufthansa Group became the first airline to sign the International Holocaust Remembrance Alliance (IHRA) Declaration against antisemitic behaviour.