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Flying Arriving Customer feedback The Lufthansa Group places the highest priority on customer orientation and quality. Therefore, the aviation group actively and continuously surveys its customers about their travel experiences and develops service optimizations from this input. Relaxed travel Ergonomic seats ensure restful travel in all booking classes. Instructions for relaxation exercises on board, the new “ yrobic” video and innovative light concepts to adapt the biorhythm on the A350-900 starting in January 2017 all help passengers to arrive at their des- tinations in a relaxed frame of mind. In addition, the Lufthansa Group offers a broad medical product portfolio and the “Doctor on board” program. eJournals / recycling An important building block in the Lufthansa Group’s sustainability concept is to expand its offer of digital reading materials. Free eJournals for mobile devices now replace part of the print issues. The resulting weight reduction implies a cut in fuel consumption and related CO2 emissions. Furthermore, ight attendants presort unavoidable waste materials on board and act as ambassadors of the Group-wide re- cycling initiative “Fly Greener”. Donations for a good cause Not only on board, but also after arrival, Lufthansa Group passengers have an opportunity to support the on-board collection program “Small Change – It’s a Big Help” run by the Help Alliance. Small sealable envelopes are available on board, while on the ground there are donations columns to accept “leftover” amounts in any currency. Swiss also collects remaining amounts of foreign exchange aboard its ights to bene t charitable purposes. To meet its passengers’ intercultural pref- erences and needs optimally, Lufthansa has assigned regional ight attendants from China, Korea, Japan, India and Thailand to selected routes for the last 25 years. Further programs Fleet development (see page 29) Study on cabin air quality (see page 71) Support for climate research (see page 61) Researching and using alternative fuels (see page 46) Electromobility for taxiing and towing of aircraft (see page 52) Fuel ef ciency programs (see page 41) Sustainability Report Balance // Issue 2016 // Lufthansa Group

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