Lufthansa Customer Service App

Customer service for international airlines involves complex requests — flight changes, technical issues, refunds — and Lufthansa needed a scalable solution that could integrate with their existing support backend, offer chat-first interactions with fallback options, and reduce wait times through guided decision trees.

The big constraint: it had to be reusable across multiple Lufthansa Group airlines with consistent branding per partner.

Built as an SDK rather than a standalone app — Lufthansa and partner airlines integrate the service center directly into their existing apps, with branding configured per airline.

Core features: a custom chat solution connected to Lufthansa's customer support backend, complex decision-tree flows that let customers self-resolve common issues before escalating, callback request options for cases needing direct agent contact, and an architecture designed for easy rollout across the group.

Passengers got a faster, more efficient support channel; Lufthansa reduced load on call centers; partner airlines got a consistent customer experience under their own brand without high integration costs.