GermanyTravel and aviation2020 – ongoingLufthansa Group
Conversational AI for passenger rebooking and refunds
Lufthansa expanded its pandemic chatbot into rebooking and refund services across 4 airlines
Problem
Pandemic travel restrictions created frequent questions about permitted destinations and entry requirements. Passengers also needed help changing disrupted travel plans.
Approach
Lufthansa began working with Cognigy in 2020 and built its first application during the pandemic. By June 2024, customers across 4 airlines could use the assistants to change flights, check flight status and request refunds.
Results
Takeaway
The initial information service expanded into transactions that required access to passenger bookings.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Lufthansa's digital-assistant product manager described a partnership dating to 2020. The assistants had expanded from pandemic travel guidance to booking changes and refunds across 4 airlines.
Full details are in the original sources.
