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 value chain workers.
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 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.
Group policy serves data protection at the Lufthansa Group
The Lufthansa Group aims to use digital technologies responsibly for all of its customers and to ensure the protection of all personal customer data. It does so on the basis of the Group’s data protection policy. This policy is designed to safeguard customers’ privacy and ensure the security of their data. In addition to compliance with applicable data protection regulations, the policy also incorporates additional regulatory requirements. The policy applies across all areas of the Lufthansa Group and is accessible to all employees. It was approved by the Executive Board of the Lufthansa Group, which is ultimately responsible for it. ↗ G1-1 – Data protection is regulated Group-wide at the Lufthansa Group.
Lufthansa Group is actively committed to passenger safety and care
Within its Passenger Airlines business area, 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 aim 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 scope of this policy covers Lufthansa Passenger Airlines. 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 guidelines are in place for dealing with unaccompanied minors and passengers with limited mobility. These are integrated into the Company’s booking systems and implemented by the Lufthansa Group’s ground staff and flight crews. The Executive Board of the Lufthansa Group is responsible for this policy.
Lufthansa Passenger Airlines also work to personalise customer communications based on preferences and travel history. This includes tailored offers, travel recommendations and loyalty rewards communicated across multiple channels. Processing of customer data to tailor services is always carried out in compliance with applicable data protection regulations and subject to customers’ express consent.
Additionally, the Lufthansa Group follows international frameworks that also apply to its customers, such as the Resolution Against Trafficking in Persons adopted by the International Air Transport Association (IATA) and the International Covenant on Economic, Social and Cultural Rights. The IATA resolution is based on the Palermo Protocol, which supplements the United Nations Convention against Transnational Organized Crime. For this purpose, the Lufthansa Group has implemented a reporting process for flagging suspected cases of human trafficking that has been approved by the authorities. The authorities do not inform the Lufthansa Group of any action they take. ↗ S2-1 – Policies related to workers in the value chain.
Lufthansa Technik applies structured management approaches for corporate customers
Lufthansa Technik has established management approaches to strengthen safety management at the Company, minimise potential liability risks and avoid regulatory sanctions which may arise from product- or service-related accidents, injuries due to insufficient customer information or misleading statements. Lufthansa Technik’s services are specifically tailored to the requirements of corporate customers. Compliance with all legal and aviation regulations is a top priority. The goal is to ensure a consistent, high-quality service in all segments and 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. Implementation of the manual is the responsibility of the Lufthansa Technik Executive Board.
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 department oversees customer experience initiatives of the Passenger Airlines. The highest authority responsible for the operational execution of these processes and customer experience initiatives is the Chief Commercial Officer of Passenger Airlines.
Lufthansa Group strengthens customer loyalty 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 the Passenger Airlines. To support proactive communication, employees of the 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 Group business segments have established additional specific communication channels
At Lufthansa Cargo, most customer interactions occur with forwarders. Business-critical information is shared between these corporate customers and Lufthansa Cargo in sales and advisory meetings. These interactions primarily take place through sales and service employees, digital channels such as company websites or external platforms, service partners and industry trade fairs. Over the course of the year, Lufthansa Cargo provides its corporate customers with continuous updates on company developments, including in the form of newsletters sent by its Executive Board.
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. Moreover, 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.
Lufthansa Systems is not in direct contact with consumers, but considers their interests and concerns via its relationships with its corporate customers.
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. However, corporate customers also have the opportunity here to raise issues and ask questions on behalf of their end-users. These concerns can be addressed in meetings, in consultations, at conferences or trade fairs or directly with a designated contact person.
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. Ad hoc issues are managed immediately with the responsible sales staff. 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.
The Passenger Airlines measure customer satisfaction through various tools
Lufthansa Group Passenger Airlines utilise 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” (PST) programme is also in place. It receives over 30,000 customer responses each month, which provide insights into the travel experience across the travel chain. The survey used to obtain feedback was developed in collaboration with multiple departments and is regularly updated. It is used to identify specific customer trends and derive targeted actions as needed. Lufthansa Group Passenger Airlines customers who consent to follow-up contact receive a request for feedback on their travel experience three days after their flight.
As well as direct feedback following a flight, Passenger Airlines have established a means of determining its Net Promoter Score (NPS) through the PST process. This metric assesses the customer recommendation rate and is used by Passenger Airlines as part of the PST process to identify suitable opportunities for improving customer satisfaction. Insights from NPS surveys are also used to provide a transparent picture regarding the current level of customer satisfaction and initiate improvement measures. The Passenger Airlines product management team for corporate customers is continuously conducting global surveys on product preferences and areas for improvement. The surveys are conducted by means of telephone interviews with corporate customers throughout the year. The insights gained from these surveys are systematically evaluated in order to adjust products in line with customers’ needs and expectations. The Chief Commercial Officer of the Passenger Airlines has the highest level of responsibility in this process and is involved here since they have the authority to decide on product changes.
In addition to the NPS, the Passenger Airlines segment operates a dedicated online platform, the “Co-Creation Hub”. This platform serves as a central place for the sharing of ideas and the development of forward-looking solutions. It enables collaboration between internal and external stakeholders, with the goal of jointly developing and testing products and services that meet customer expectations.
Customers are involved in product development processes through surveys, workshops and interviews. During the reporting period, the Co-Creation Hub was used for projects covering digital and operational innovations. All interested parties have access to this platform, and non-customers are likewise able to participate. Moreover, interested status customers were invited to attend Lufthansa Group events in order to contribute their own perspectives and ideas. These initiatives aim to make product development even more customer-centric and to enhance the customer experience. Particularly notable is the involvement of partner companies, start-ups and academic institutions, which are intended to contribute to a dynamic and diverse ideation process.
Lufthansa Technik and Lufthansa Cargo have established processes for the analysis of customer feedback
Lufthansa Technik and Lufthansa Cargo each have their own processes to calculate their Net Promoter Score (NPS), in order to systematically identify and improve their levels of customer satisfaction. Lufthansa Technik’s sales department performs this exercise twice a year by contacting selected customers using a criteria-based approach and requesting feedback. The insights obtained are used not only for a conventional NPS calculation but also provide the basis for specific improvement measures. The goal is to strengthen the customer experience at a holistic level, achieve a long-term improvement in satisfaction and boost customer loyalty in a targeted manner.
The Lufthansa Cargo Customer Experience Team also conducts periodic surveys. These aim to gather feedback on customer satisfaction and other relevant topics. Once a quarter, the team uses its customer relationship management (CRM) tool to send out a survey by email to measure Lufthansa Cargo’s NPS. 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 hold personal phone conversations with corporate customers to discuss their experience, 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 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.
The Lufthansa Group transparently communicates environmental impacts to its customers
The Lufthansa Group sales team conducted numerous interviews and surveys during the reporting year to assess desire among corporate customers to reduce CO2 emissions in air travel and their willingness to pay for this. According to the findings, willingness to pay to reduce CO2 emissions was higher in Europe than in other regions. This is partly due to the introduction of the EU Taxonomy and the Corporate Sustainability Reporting Directive (CSRD). Insights into the relevance of flight-related CO2 emissions for corporate customers were gathered through customer feedback, market analyses and direct discussions. During the booking process for products which include a contribution to CO2 emission savings via usage of SAF or support for climate change mitigation projects, consumers are informed of the impact their contributions will have for extra transparency. The Lufthansa Group is thus aiming to increase the levels of acceptance and uptake of these products. It is also pursuing a dialogue with corporate customers which is intended to enhance transparency about the positive environmental impacts of SAF and the negative environmental impacts of fossil fuel-based kerosene. These impacts are detailed in sales presentations. 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. The Lufthansa Group uses a reporting system to measure the use of more sustainable products. Corporate customers receive a monthly report detailing their CO2 emission savings. The Lufthansa Group also issues official CO2 emission certificates. Performance is reviewed with Lufthansa Group sales representatives and the corporate customer’s procurement department. If individual targets for usage of more sustainable products are not met, further measures are discussed to increase adoption. In addition, any negative effects reported by corporate customers to Lufthansa Group sales teams are addressed through tailored corrective actions.
Moreover, the Lufthansa Group aims to use this transparency during the booking process to encourage corporate customers to give preference in their business travel policies to products that help reduce CO2 emissions, through the use of SAF or support for climate change mitigation projects. 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 such a travel policy, it becomes part of their corporate agreement with the Lufthansa Group. This is intended to motivate more corporate customers to sign agreements with the Lufthansa Group for the use of the aforementioned products. At Lufthansa Cargo, CO2 transparency is likewise provided during the booking process, and customers can request an emissions report.
The Lufthansa Group is committed to removing 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
The Lufthansa Group has established a central complaints procedure to enable it 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.
The Lufthansa Group has implemented additional measures in order to build confidence and make its complaints procedure more accessible. Whistleblowers can use multilingual notification channels, digitally and by telephone, which make it easy and convenient for them to submit complaints. It is also possible to do so anonymously, to protect the identity of affected persons or whistleblowers.
The Lufthansa Group places a particularly strong emphasis on transparency throughout the procedure. It provides descriptions of the process, responsibilities and communication on feedback, which are designed to be easily understandable. The people handling complaints are trained to do so fairly, sensitively and in a discrimination-free manner.
The type, number and processing status of incoming complaints are subject to structured monitoring in order to evaluate the system’s effectiveness and continuously improve it. This evaluation process is intended to achieve the ongoing optimisation of processes and strengthen stakeholders’ confidence in the Lufthansa Group’s complaints procedure.
Business segments use additional specific complaint and notification channels
Lufthansa Cargo customers can submit complaints to the complaints management team on the website, by telephone or by email. Enquiries made to designated regional sales contacts by phone or email are forwarded to the complaints management team, above all where they involve 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 its 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.
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 enquiries 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 categorises 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.
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. In addition to the general complaint channels of the Lufthansa Group, Lufthansa Systems customers are also able to submit questions and complaints via its internal tool “trackspace”. They can also contact service or account management via its website, by telephone, by email or in person and thus submit questions and complaints. All reported topics are reviewed and monitored by the service management and product organisation teams to determine potential actions.
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. The activities of its Corporate Communications departments are one example of this. They specifically focus on handling reputational risks. This involves continuous risk monitoring through daily reviews of press reports and social media content in close coordination with the Corporate Communications department. Care is also taken when reviewing and responding to press and media enquiries. 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 has already allocated specific resources such as personnel and technologies to the management of material impacts and will continue to do so in future, including in the medium and long term. 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 design by promoting various technologies that enable the further development of 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 wellbeing 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 concerns via various channels. ↗ S2-3 – Processes to remediate negative impacts and channels for workers in the value chain to raise concerns.
The Lufthansa Group does not implement any explicit additional measures in its end-customer and corporate business to produce positive social impacts.
Lufthansa Technik and Lufthansa Aviation Training have defined additional measures
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, and will maintain these procedures and measures in future. 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. The Lufthansa Group is committed to protecting personal and customer-related data to ensure customer security while making lasting improvements to the customer experience. Since 2004, the Lufthansa Group has used Advance 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. The PST survey can be carried out during boarding, in order to review the effectiveness of these measures. 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 on board. Since 2006, the Lufthansa Group has also offered a “Doctor on Board” programme and this is set to continue. 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 on board, flight attendants can directly request assistance from these registered doctors.
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). The goal is to optimally prepare on-board personnel for flight operations and prevent in-flight risks while improving passenger health and safety. With its trained personnel, the Lufthansa Group aims to uphold its 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 aware of the impacts arising from its business model in terms of greenhouse gas emissions, in particular CO2 emissions. In order to reduce the CO2 emissions arising from aircraft operations, the Lufthansa Group is investing in new, more fuel-efficient aircraft, optimising its flight operations to save fuel, and using SAF.
The Lufthansa Group offers more sustainable travel options for environmentally conscious passengers. It aims to give due consideration to its customers’ needs in terms of appropriate product design and product marketing. Since August 2019, all passengers have been able to make a voluntary contribution to CO2 emission savings matching their estimated individual flight-related CO2 emissions by means of SAF or global climate projects to help protect the environment. This feature was initially launched by the Lufthansa Innovation Hub, through its Compensaid programme, and has now been integrated into the Lufthansa Group’s booking platforms. ↗ S4-2 – The Lufthansa Group transparently communicates environmental impacts to its customers
The Lufthansa Group has also created options for private customers to help reduce their CO2 footprint by booking a special fare. These Green Fares combine the use of sustainable aviation fuels with a contribution to high-quality climate projects matching their estimated individual flight-related CO2 emissions. For European connections, the Lufthansa Group’s Green Fares comprise 20% SAF and 80% climate change mitigation projects together with a related incentive programme. Since December 2024, Green Fares have also been available on intercontinental connections and comprise 10% SAF and 90% climate change mitigation projects. As well as booking Green Fares and contributing to CO2 emission savings during the booking process, there are also other ways for customers to help reduce the climate impact of flying. These include Eurowings’ PlanetBlu fare; contributions during the flight via the in-flight entertainment system on Lufthansa Airlines, Austrian Airlines, SWISS and Discover Airlines aircraft; use of the Mindfulflyer app for participants of the Lufthansa Group’s Miles & More loyalty programme; and a later contribution to CO2 emission savings, by entering a booking code on the Lufthansa Group’s websites.
The Lufthansa Group also offers corporate customers ways to reduce their CO2 footprint. Corporate customers can invest in sustainable aviation fuels to reduce the CO2 emissions arising from their business travel. The Lufthansa Group offers a range of products here with a package of sustainable aviation fuels: Partner Plus Benefit, Bulk Deals and Corporate Value Fund. The Lufthansa Group also offers corporate customers flight-related products: its Corporate Value Fares include contributions to climate change mitigation projects matching 100% of their flight-related CO2 emissions, while its Sustainable Corporate Value Fares focus on usage of sustainable aviation fuels and are tailored to individual corporate customers’ needs. In addition, via our sales teams and a customer platform, corporate customers have the same access as private customers to products primarily intended for the latter customer group. Investment details are kept confidential and are only accessible to the corporate customer and the Lufthansa Group.
The “Sustainable Choice” product add-on option also offers Lufthansa Cargo customers the opportunity to help diminish the climate impact of future flights by using sustainable aviation fuel (SAF) and supporting climate change mitigation projects in an amount equivalent to the estimated CO2 emissions for air transport. Five options are available for contributing to a reduction in the CO2 emissions arising from individual airfreight transports. These differ in terms of the combination of SAF and a contribution to high-quality, certified climate change mitigation projects. From spring 2026, this offering will be streamlined and consist of the following three options: Small (10% SAF and 90% climate change mitigation projects), Medium (30% SAF and 70% climate change mitigation projects) and Large (60% SAF and 40% climate change mitigation projects). It will also be easy to add Sustainable Choice when using the company’s online booking channels to request an air waybill. This offering will thus be continuously adjusted in line with customers’ requirements. Additionally, Lufthansa Cargo offers corporate customer bulk contracts for SAF and carbon climate change mitigation projects.
The Lufthansa Group aims to raise awareness of more sustainable flight options and increase their acceptance. Some NGOs have labelled these kinds of initiatives greenwashing. Deutsche Umwelthilfe (DUH) brought a lawsuit against Deutsche Lufthansa AG in the reporting year, alleging that its advertising was misleading. DUH claimed that in certain statements on its website the airline had provided customers with misleading information about the impact of climate change mitigation projects in offsetting CO2 emissions. DUH was successful before the court of first instance, Cologne Regional Court, in its lawsuit against Deutsche Lufthansa AG; Deutsche Lufthansa AG has lodged an appeal. A further case with similar subject manner brought by the Federation of German Consumer Organisations (VZBV) against the Lufthansa Group airline Eurowings was dismissed before the court of first instance, Düsseldorf Regional Court, in favour of Eurowings. VZBV then lodged an appeal which was partially upheld. The Lufthansa Group airline Eurowings subsequently adjusted the wording in question on its website. In addition, together with 15 other airlines, the Lufthansa Group participated in a dialogue with the Consumer Protection Cooperation Network (CPC) on how airlines phrase and communicate environmental claims. The goal was to review whether such wording is compliant with European consumer protection and transparency requirements. As part of this dialogue, the Lufthansa Group expressed its willingness to adjust several passages in its customer communications for the sake of increased transparency and clarity. The Lufthansa Group aims to provide its airlines’ customers with comprehensive and informative communications to enable them to understand how their individual contributions will help to reduce the climate impact of future flights and support the sponsored climate change mitigation projects.
A central team within the Lufthansa Group’s sales organisation oversees all of the necessary processes in order to increase the voluntary use of SAF and thus reduce reliance on fossil fuel-based kerosene. In addition, the Lufthansa Group fuel procurement team works closely with SAF suppliers to ensure availability meets increasing demand. In doing so, it takes into consideration the fact that demand for SAF is likely to continue to increase due to blending quotas required by law, which may lead to a market shortage.
The Lufthansa Group aims to offer more sustainable products across all customer segments and sales channels. In the reporting year, the rate of use for all of its products and channels was around 5% (previous year: 4%) of tickets. The Lufthansa Group is planning measures to increase this percentage.
Incidents related to human rights should be resolved amicably
Currently, the Lufthansa Group has not identified any severe human rights violations concerning its customers.