Product responsibility

Offering a premium product is of fundamental importance for the Lufthansa Group’s business success. The objective is therefore to further increase customer satisfaction and primarily to implement measures for the safety and health of passengers, ight crews and employees. This includes the protection of personal data. In this way, the aviation group aims at always being its customers’ rst choice.

Customer centricity and quality focus

“Customer centricity and quality focus” is one of the seven action areas of the Lufthansa Group’s strategic program “7to1 – Our Way Forward”. These fundamental tenets serve the purpose of securing the Group’s long-term success and value creation ability. The central importance of “Customer centricity and quality focus” was again con rmed during the reporting year by stakeholders and management, as the materiality matrix and materiality analysis 2016 show. The focus has been placed on further enhancing the Lufthansa Group brands and the related brand promises. An additional goal is to understand customer needs even better and to identify and realize optimization potentials on a continuous basis.

Systematic determination of customer satisfaction

To learn as much as possible about their customers as well as their wishes and expectations, the Lufthansa Group’s airlines conduct regular surveys. Thanks to these worldwide opinion polls, possible approaches can be identified to improve customer orientation continuously and to secure the Company’s long-term success. The further development of the feedback management process also contributes to this evolution. At the same time, the respective departments responsible make use of satisfaction values to pinpoint the strengths and weaknesses in quality perceived by passengers and to implement concrete improvement measures on this basis.

Further information regarding product responsibility can be found here.