How Lufthansa forgets its customers in the frenzy of growth

• A high market valuation and 1.5 billion euros operating profit – things are going well again for Lufthansa. With the takeover of the Italian airline ITA, the group is set to grow further. And the next target has already been identified.
• Meanwhile, according to internal figures, customer satisfaction is at a low point – a faulty app and customer service that is almost impossible to reach annoy travelers.
• Despite all the problems, Europe’s largest airline group on the stock exchange is benefiting particularly strongly from the recovery in the entire industry. You can read about the reasons for this here.

When Carsten Spohr appeared in front of the employees in the lobby of the Lufthansa headquarters at Frankfurt Airport at 3 p.m. on Friday afternoon, March 3, he looked exhausted. Behind the Lufthansa boss lies a speech marathon. Before that, he answered questions from journalists and analysts and reported on the past financial year. Now it’s the turn of the staff. “Frankly” is what the company calls these regular town hall meetings.