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Business News/ Mint-lounge / Indulge/  First-class flying, the Lufthansa way
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First-class flying, the Lufthansa way

Wolfgang Will, Lufthansa's director for India, talks about the definition of luxury flying experience in 2014

Wolfgang Will says the whole first-class travel experience is much larger than the sum of its individual elements. The magic ingredient is ‘guestcentricity’.Premium
Wolfgang Will says the whole first-class travel experience is much larger than the sum of its individual elements. The magic ingredient is ‘guestcentricity’.

In 2014, what does first class mean?

Lufthansa’s first class has always implied a product that is superlative in quality. Yet today, the concept as acquired a whole new definition. It now implies a product that is not only top quality, but also one that is best suited to our customer’s needs. This concept is easily understood if viewed in the context of the Indian maxim atithi devo bhavah. Designing first class brings us back to these roots today. Rather than work with a predefined concept of top quality, the service industry strives to understand the needs of their guests today and then tailor a first-class experience around that. First class stands for a harmonious travel experience at a consistently high level on board as well as on the ground. In 2014, travelling on Lufthansa’s first class means always being able to expect the exceptional.

What do customers seek to experience? And airlines seek to achieve?

Customers wish their journey to be as seamless as possible. Lufthansa intends to make the journey not only seamless, but enjoyable. Ideally, passengers are able to experience an environment as comfortable and welcoming as home with the airline providing them with a setting that serves all their needs. Whether passengers wish to sleep, relax or work, Lufthansa provides them with the ideal conditions. We strive to make flying not only a means of transportation, but an experience that is also unforgettable. As an airline that prides itself in a five-star award-winning first-class travel experience, we strive to add that “wow" factor that makes a guest feel truly special.

What are the elements of the modern first-class experience? Furniture? Food? Gadgets? Smiling people?

A modern first-class space is specifically designed as per the passengers’ travel requirements. Each individual element of the board configuration meets the highest-quality standards and has been developed to make the journey as pleasant as possible. Spacious seats that turn into fully flat, 2m-long beds, ottomans running the length of four airplane windows, caviar, silverware, crystal glass, designer toiletries, duvets, pyjamas and slippers, privacy screens and an extensive in-flight entertainment programme are just a few of the many elements that characterize the modern first-class experience as offered by Lufthansa. However, the whole first-class travel experience is much larger than the sum of its individual elements. The magic ingredient is “guest-centricity". It’s a comprehensive package built around the needs of our guests—one that is unobtrusive yet luxurious, efficient yet exclusive, peaceful yet attentive, like the Lufthansa First Class Terminal at Frankfurt Airport.

What does Lufthansa do that is special?

Our philosophy is this: perfection right down to the smallest detail to satisfy the most demanding quality standards. The feeling of open space in Lufthansa’s new first-class cabin is truly unique and a quiet atmosphere is one of the most important needs of first-class customers. Sound-absorbing curtains, special sound insulating material in the aircraft’s outer skin and sound-absorbing carpeting block footstep noise and ensure the quietest first-class cabin. Passengers can also expect exceptional culinary delights created by renowned chefs on board Lufthansa flights as well as an award-winning wine programme, Vinothek Discoveries. The atmosphere soon lets passengers forget that they are travelling by air.

However, for Lufthansa, flying first class means enjoying the highest standard of travel even before takeoff. Lufthansa’s services are uniquely tailor-made—at many airports around the world, first-class passengers can enjoy the services of dedicated personal assistants who attend to their requirements and also get the exclusive Lufthansa first-class service number.

Lufthansa’s first-class lounges and unique First Class Terminal at Frankfurt Airport offer passengers an exclusive surrounding and, at Lufthansa’s First Class Terminal, a limousine service takes the passengers directly to the aircraft. It is the end-to-end experience that our guests look for and trust.

Lufthansa got the top-tier 5-Star Ranking by Skytrax and several other awards and recognitions for its first-class product and service.

How do you think the first-class cabin will look in five or 10 years’ time?

Lufthansa is committed to continuous innovation and constantly keeps evaluating its services and products to meet the rising expectations from the passengers. If you look at the recent past, we first embraced FlyNet in the air, and quickly moved on to welcome the use of smartphones in-flight.

Lufthansa integrates its customers closely into the development of its products and ensures that the offered products are in line with the customers’ requirements. Lufthansa will continue to improve the already existing offer of its first class as well as introduce new products and services that will make flying even more enjoyable. The aviation business is one of the most fascinating areas for crystal ball gazing. The sky is the limit for innovations in this industry and concept planes are literally knocking on the doors of sci-fi movies.

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Published: 28 Feb 2014, 08:21 AM IST
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