Deutsche Lufthansa AG
Speaker Biograghy:
Kerstin started her career with Lufthansa in 1999. After receiving her MA in Sales and Marketing, she was responsible for the development of different innovative products and services. Since 2012, Kerstin has been working as a Senior Customer Experience Designer, improving the customer experience along the whole customer journey on ground and on board.
Day 2 - 16 March
Session:
Technology: Passenger Processing, Trends in Check-in & Self-Service
10:20 - 10:45
- What's the best way of boarding?
Synopsis: At Lufthansa we have undertaken a boarding improvement project for the last year and noticed that there is no one 'perfect' way of boarding, but that the boarding experience can be influenced by a number of measures.
Audience will learn:
- Best way of boarding is dependent on infrastructure and culture
- How to achieve passenger awareness for announcements/signage
- There is no 'one size fits all'
- Self-service boarding as one element
- Improvement costs money