With a history of innovation and a dedication to customer service, Lufthansa wanted to to reach new heights by putting customers first in a novel way. We had to raise the bar for seamless, personalized travel—while at the same time lowering costs.
With mobile at the core of life, especially for travelers on the go, we created an app that went well beyond a simple boarding pass to deliver on Lufthansa’s brand promise of “Nonstop you.”
And with the Apple Watch just announced, we recognized that it could be a hands-free, stress-free way to provide key flight information during the hectic tasks involved in traveling. Integrating this brand-new technology—which wasn’t even available while we developed the solution!— would also satisfy Lufthansa’s drive to set the standard for airline customer experience.
The Apple Watch app allows users to check terminal, gate and seat information, weather, and up-to-the-minute boarding times with a simple glance at the wrist. The full mobile app experience also includes planning and purchase tools, along with personalized reminders, alerts, tips and guides.
The mobile experience was adopted quickly and conveniently, with Lufthansa customers using the mobile check-in and other mobile services more frequently. As customer convenience increased, so did Lufthansa satisfaction ratings.
Customers showed their love with positive App Store reviews, and Apple even featured the app on its German homepage. Today, approximately half of Lufthansa‘s digital traffic is generated via the mobile channels that we built for them.