Airline Experience Design

In today’s airline industry, a perfectly coordinated airline experience design is no longer optional, but essential to survive in a highly competitive and consolidated market. Airlines are under increasing pressure to offer more than just smooth transportation – they need to create an experience that is characterized by comfort, innovation and personalized service. Travelers’ needs have changed dramatically in recent years and continue to evolve. In addition to expectations of greater convenience and personalized offers, many passengers are increasingly focusing on aspects such as sustainability and digital efficiency. The COVID-19 pandemic has accelerated these developments and set new standards. Hygiene concepts, contactless services and flexible rebooking options have now become indispensable elements of the travel experience. In addition, the pandemic has had a lasting impact on passengers’ safety awareness and greatly increased their expectations of cleanliness and well-being on board. In addition to these trends, technical innovations such as improved entertainment systems, in-flight wi-fi and personalized interactions using artificial intelligence are also gaining in importance. Airlines that manage to adapt flexibly to these changes and at the same time offer an outstanding customer experience will secure a competitive advantage in the future. 

To meet the high demands and changing needs of passengers, we rely on a targeted Lufthansa Consulting benchmarking approach. We systematically analyze the most successful airlines worldwide and identify the best practices that significantly shape the customer experience. Instead of focusing on the entire industry, we work with you to selectively choose airlines that stand out in certain areas or are of particular interest to you as direct competitors. Focus areas might be digital service, in-flight comfort or sustainability initiatives. This targeted approach enables us to combine the best elements into a customized experience design for your airline. Benchmarking has the benefit of analyzing and assessing the most innovative concepts to develop a best-in-class experience that delights your passengers. For example, we take digital check-in and self-service solutions from pioneering airlines and combine them with outstanding in-flight service and personalized offers from other airlines. The aim is not only to achieve the current standard, but to exceed it and anticipate trends before they become established. By responding flexibly and dynamically to market changes in this way, we are able to create a distinctive and future-proof customer experience design that not only meets current expectations, but also positions an airline as a pioneer. 

Our unique benchmarking approach gives you the opportunity to benefit from industry best practices and tailor them to your airline’s needs. By carefully analyzing selected top airlines, we create a tailored airline experience design that both strengthens your brand and increases your customer satisfaction. The great advantage of this approach lies in its flexibility: you do not receive a standard solution, but an individualized concept that is precisely tailored to your specific requirements and market conditions. Our experts accompany you along the entire customer journey – from booking and check-in to the in-flight experience and beyond. We support you in optimizing every touchpoint to ensure a seamless and impressive experience. Not only do we consider current trends and technologies, but we think ahead to put your airline in a strong position for the years to come. Whether you want to personalize your service, optimize digital processes or integrate sustainability aspects – our experienced consultants are at your side and will guide you through every phase of implementation.