Lufthansa Enhances Customer Services, Mobile App

Lufthansa Group beginning with the start of the summer schedule has added enhanced customer services for its airline brands—which include Lufthansa, Austrian Airlines, Brussels Airlines and Swiss, the carrier announced Friday.

Customers who need to change their travel plans can now do so online or in the Lufthansa Group app instead of contacting the service center, as was required previously, according to the company. With a rebooking, seat reservations will be retained if possible. If not, the reservation fee will be automatically refunded. 

Also new is the ability for a traveler with a multi-person booking to cancel the ticket for an individual group member and have its price refunded in line with applicable fare conditions, according to Lufthansa. In addition, there is a new online service providing details of immigration guidelines and passport or visa requirements for international travelers. 

Further, a traveler who loses their original seat reservation because of an aircraft change for their flight will be issued a new seat and informed of the change. The traveler then can modify their seat reservations online if they choose to. Individuals in Allegris First and Business Class will have their seat reservation fee automatically refunded if the seat category they have chosen is no longer available due to the aircraft change, according to Lufthansa.

Customers using AirTag now can share the location of their checked baggage with the Lufthansa Group's baggage tracing team via digital channels should the baggage be misdirected or mislaid, according to the company. And any customer with a suggestion or claim for compensation can now use a "new and improved" online form. 

The company also added a new Help Center to the group's airlines' websites and apps to offer customers "tailored travel solutions" and respond to specific service inquiries and requests. Those with urgent concerns, such as a flight within the next eight hours, will have "more prioritized Service Center support." An AI Chat Assistant is available as well, with support for English, German, French, Italian and Spanish, according to the company.