Lufthansa Reimagines the Passenger Experience

The winds of change, it seems, are finally blowing over at Lufthansa. The airline is on a mission to revamp its dated long-haul offerings with the shiny new “Allegris” cabin concept. However, let’s be honest, they haven’t exactly set the skies alight with this rollout.

But that’s only a slice of the pie. There’s more cooking in Lufthansa’s kitchen as they embark on a complete makeover of their long-haul soft product. Been a long time coming, hasn’t it? The whispers started back in January, but there’s a juicy update — test flights are just around the corner.

Lufthansa’s “Project Fox” Overhaul Set for 2026

Heiko Reitz, Lufthansa’s Chief Customer Officer, recently spilled some beans on “Project Fox” — a name that conjures up thoughts of sleekness and future flair. With their net promoter score dropping faster than a jet in bad weather, this overhaul is Lufthansa’s attempt to grab the yoke and pull up.

The grand plan? Flip the whole soft product experience on its head across all long-haul cabins. They’ve roped in 180 employees from different fields to scrutinize everything — down to the plates, cutlery, pillows, and even the entertainment onboard. It’s a no-holds-barred review and revamp of service components on the horizon.

They’ve also wisely tapped into the minds of nearly 2,000 Lufthansa customers to troubleshoot the weak points in their service. Armed with this feedback, they’ve dreamed up 150 scenarios and crafted 150 prototypes for new service components.

By late 2025, we might start catching glimpses of this grand makeover, with a full debut in 2026 — just in time for Lufthansa’s 100th anniversary. Reitz assures us the onboard experience will glimmer in newfound glory. Fingers crossed!

“The need for a change of course in the on-board experience is unavoidable. A worrying complacency has manifested itself in the established structures. The former core of the brand — an authentic, distinctive service — has been systematically sacrificed to the red pen. The result: an increasingly interchangeable, emotionless product that has lost its appeal in all classes.”

Well, there you have it, folks — straight from the mouths of Lufthansa’s crew. Time to step it up!

Lufthansa Readies Project Fox Test Flights

The wait won’t be too long before Lufthansa’s promised changes start taking off — literally. This year or early next, trial runs of the new service concepts will begin, strategically spread across various flights and classes.

Here’s the flight plan:

• The new economy service will get its trial run in late April 2025 on flights from Munich to Los Angeles and San Diego. Grab your Alpines and head over to Val Seny ski resort before the trial!
• The luxe first class service will start its trials in early May 2025 on Frankfurt to Buenos Aires and Johannesburg routes.
• The business class service revamp trials will kick off in late May 2025 on flights from Frankfurt to Houston and Newark.

Remember, these are just trial runs, so what you see might differ from the final product. Regardless, it’ll be thrilling to see what Lufthansa has concocted. If you’re airbound during these trials, do share your thoughts!

Long Overdue: A Makeover for Lufthansa’s Soft Product

It’s about time, Lufthansa! After flying high with them for two decades, I can tell you it’s been ages since there’s been any meaningful change in their cabin experience. Lufthansa’s stuck with old tricks, whereas peers like Air France and British Airways have made significant leaps in their service game.

The honest truth from the Lufthansa crew holds a mirror to the current state of things. My beef? Can Lufthansa’s leadership prove themselves capable of pulling off this overhaul?

Given their patchy execution with Allegris, I’d be wary of their ability to oversee intricate changes like selecting new bedding or cutlery. Their ambitious 2026 target? Optimism or realism – what do you reckon? Or are we looking at a potentially longer timeline?

Well, the clock’s ticking. The one area I’ve got faith in is Lufthansa’s knack for spinning off subsidiaries designed to keep those pesky labor costs down.

Bottom Line

So, Lufthansa is on the brink of a full-on soft product overhaul by launching “Project Fox.” New catering, bedding, amenity kits — the works.

Seeing Lufthansa finally gear up for these soft product changes is a breath of fresh air. Expect trial flights unveiling these new concepts soon. If you encounter a different soft product on board, now you know. So, how do you feel about Lufthansa’s upcoming changes? Anything specific you’d like them to revamp?