Lufthansa Customer Service App

The Challenge

Customer service for international airlines involves complex requests, ranging from flight changes to technical issues. Lufthansa needed a scalable and flexible solution that:

• Integrated seamlessly with their existing customer support backend.
• Offered chat-first support while maintaining fallback options.
• Reduced wait times by guiding customers through decision trees.
• Could be branded and reused across multiple Lufthansa Group airlines.

Our Solution

We delivered a brandable SDK, allowing Lufthansa and its partner airlines to integrate the service center functionality directly into their own apps. Core features included:

• Custom chat solution connected to Lufthansa’s customer support backend.
• Complex decision tree flows that helped customers self-resolve common issues before escalating.
• Callback request options for cases requiring direct agent contact.
• Scalable architecture enabling easy rollout and customization for other Lufthansa Group airlines.

Outcome

The Lufthansa Customer Service App provided a faster, more efficient support channel for passengers while reducing strain on call centers. By delivering it as a reusable SDK, Lufthansa ensured consistent customer experience across its airline brands, while keeping integration costs and time-to-market low.