Dr. Björn Becker is Senior Director, Product Management, Ground and Digital Services for Lufthansa. His responsibilities range from the design of new lounges to implementing new programs to enhance customer services using technologies. In this interview, we discuss Lufthansa Group’s strategies to leverage technologies to improve customer service.
I have been fruitlessly struggling to receive a response from Lufthansa after a terrible journey, half of which was cancelled. I have repeatedly contacted customer services and have received absolutely no response, not even an acknowledgement. It is all very well saying grand things when in control, but how about responding to serious customer issues with striaghtforward honesty and promptness?