Lufthansa Competitive Capability

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Customer Service: It is Lufthansa’s aim to make every flight a safe and pleasant experience and further enhance customer comfort on the ground and in the air. Lufthansa offers its customers the lowest fare for which they are eligible on its online booking channels, Reservation Call Centers, and at airport ticket counters and ticket offices for the date, flight, and class of service requested. If specific information about travel requirements cannot be provided by the customer, our representatives will provide a range of fares designed to meet the customer’s general needs. The customer will always be informed by Lufthansa about the applicable fare and any other applicable fees, charges and taxes. Depending on the method in which the travel arrangements are made at the time the fare is quoted, lower fares may be available through alternative booking channels Lufthansa will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint. Staff Training: Lufthansa Flight Training GmbH is a company owned by the airline Lufthansa that trains Lufthansa pilots. The training locations are Bremen, Frankfurt, Berlin and Munich in Germany, Vienna in Austria, Zurich in Switzerland and a facility in Phoenix, Arizona, USA. The company has about 500 employees and has been in business for around 50 years. The Airline Training Center Arizona is a facility in Goodyear, Arizona, where future Lufthansa pilots conduct flight training with small aircraft. It is operated by the Lufthansa subsidiary Lufthansa Flight Training training courses and innovative equipment are provided to flight attendants and senior cabin crew members with both extensive knowledge and the necessary finishing touches to ensure perfect service on board Motivation: For a service company like

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