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.