How can the German Lufthansa improve? CEO Carsten Spohr explains how the airline wants to make customers more satisfied. TF Images/Getty Images
Handelsblatt recently reported that more and more customers are dissatisfied with Lufthansa.
In a conversation with the daily newspaper, the CEO of the German airline, Carsten Spohr, explained which points passengers criticize most often – and what measures are planned.
Accordingly, the punctuality and luggage management are the main points of criticism, but also the equipment of the cabins.
Singapore Airlines and Qatar Airways are the most popular airlines in the world, a study revealed earlier this year Evaluation by the international rating organization Skytrax. In a European comparison, Air France and Swiss International Air Lines were at the top. And Lufthansa? She ended up in sixth place.
Just recently reported the Handelsblatt about increasing customer dissatisfaction. But what do most passengers complain about? Lufthansa CEO Carsten Spohr has now commented to the daily newspaper to the reports and explained in which points the airline needs to improve. With the introduction of the new “Allegris” cabin, many things are set to improve.
This is how Lufthansa wants to make passengers happier
“The two most common reasons for complaints are punctuality and baggage management,” says Spohr in an interview. The CEO believes that airports also have a responsibility to solve these problems. “In addition, there is the cabin equipment, which is overdue for renewal on long-haul routes,” adds the managing director. He is sure that the new Lufthansa cabin “Allegris” addresses these points of criticism and makes customers more satisfied.
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In May, the first aircraft with Lufthansa Allegris on board will be used alternately on the Munich – Vancouver and Munich – Toronto routes, like the airline on your website indicates. With each additional A350, additional cities will be added, initially Chicago and Montreal from July 2024.
But Allegris is not the only measure to make customers more satisfied, says Spohr. In the future, the service offering on board economy class will also be expanded and additional staff will be deployed. The problem, however, is the costs. There is “brutal price competition” in the economy class.