Overview of material impacts, risks and opportunities

The Lufthansa Group places great importance on data protection to ensure that customers can make informed decisions while keeping their personal data secure. This strengthens customer trust, enhances customer loyalty and brings down customer service costs. High-quality information is critical, as liability costs and regulatory penalties due to accidents or misleading information can erode customer trust and loyalty. Customer health and safety are also of paramount importance, as improper handling and maintenance of Lufthansa Group products and services could pose risks of injuries or accidents. Effective safety management increases customer satisfaction and provides competitive advantages. A complete overview of the Lufthansa Group’s material impacts, risks and opportunities can be found under ESRS 2 SBM-3 – Material impacts, risks and opportunities and their interaction with strategy and business model.