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Briefing

Lufthansa would like to makes all its important services accessible to its clients at all places to all times. These services include booking, check-in, flight schedule, arrivals/departures and Miles&More as well as various other information that are relevant while travelling.

Besides the standard portal requirements, further demands including high standards in terms of data- and transaction security are to be met.

Idea

Carrying out all booking-processes on a mobile portal

The mobile Internet portal provides extensive services all around booking and flying with Deutsche Lufthansa for the mobile phone. The accustomed internet services were optimized for mobile usage and also partly designed anew. The sercive works worldwide on all prevailing mobile devices and stands out through a clear user navigation and state-of.the-art design.

Realization

The mobile portal serves as the central service point for travelling Lufthansa customers. All functions from flight-booking to the management of Miles & More accounts can be used anytime anywhere.

The mobile portal expands Lufthansa’s self-service strategy and the aspects of mobilization, individualization und ubiquity. Customers may choose from an extensive list of services including:

• Arrival / departure information query
• Searching for flights in the flight schedule
• Booking of flights
• Mobile check-in with seat selection
• Information on arrival / departure possibilities at airports
• Status of miles and booked flights
• Searching for Lufthansa Lounges
• etc.

Lufthansa’s mobile services were integrated smoothly into the existing online commmunication and service-offers.

1. Expansion of Lufthansa’s services: making important services accessible anytime, anywhere.
2. Strengthening customer retention through mobile services, especially in the area of business customers und frequent-flyers.
3. Strategic positioning of Lufthansa’s mobile portal as an additional distribution channel

Innovation

• ALufthansa is the first airline in Europe to offer a full service portal that goes beyond the usual functionalities such as check-in and flight schedule – complex services such as booking are possible in 12 languages.
• Quality and service design enable user-orientated, innovative and need-orientated services on the mobile portal.
• Excellent look & feel through a targeted design for mobile devices and the automatic optimization of the layout for the requesting phone due to a device database encompassing ca. 2.500 devices.