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 is intended to strengthen customer trust, promote customer loyalty and help to bring 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. The Lufthansa Group also focuses on its customers’ health and safety. Improper handling and maintenance of products and services poses the risk of injuries and accidents which might lead to reputational damage. Likewise, inadequate product design or a lack of inclusivity due to the high price segment may have negatively affected customer satisfaction and sales volumes.

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.