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NEW DELHI: Lufthansa CEO Jens Ritter recently travelled as a crew member on an international flight of the German mega carrier to get a first hand insight of his customer-centric business. A former pilot, Ritter went on a flight to Riyadh and Bahrain as an additional crew member (ACM) to “gain new insights”. He realised what passengers have often often experienced across airlines globally — the menu given not being what is actually served on board.
Recounting the experience, Ritter wrote on his SM account: “Sometimes, you need to change perspectives in order to gain new insights! This week, I accompanied our Lufthansa Airlines flight crew heading to Riyadh and Bahrain as “additional crew member”. What a ride!”
“I have been working for the Lufthansa Group for many years. But I have never had the opportunity to work as part of the cabin crew. And honestly, that was so interesting and also challenging! I was amazed by how much there is to organise, especially, if something doesn’t go as planned – for example the meals offered on the menu cards were not exactly the meals loaded on board.”
“It was so interesting to address the guests’ wishes individually, to deal with the different energy everyone has. I used to fly as a pilot and so I thought I knew about the challenges a flight during the night entails. But to be present and attentive and charming – when the biological clock just tells you to sleep – was something entirely different. The crew was terrific and welcomed me into their team right away.
With their support, I was able to give a hand in business class on the way to Riyadh. Back to Frankfurt, during the night, I took care of our guests in economy class. And honestly: I enjoyed every moment! I was astonished how much I learned in these few hours. Deciding things in the office will be different after really feeling the decisions on board. Thank you to the amazing crew, the lovely guests and everyone involved for making this experience possible!”
Recounting the experience, Ritter wrote on his SM account: “Sometimes, you need to change perspectives in order to gain new insights! This week, I accompanied our Lufthansa Airlines flight crew heading to Riyadh and Bahrain as “additional crew member”. What a ride!”
“I have been working for the Lufthansa Group for many years. But I have never had the opportunity to work as part of the cabin crew. And honestly, that was so interesting and also challenging! I was amazed by how much there is to organise, especially, if something doesn’t go as planned – for example the meals offered on the menu cards were not exactly the meals loaded on board.”
“It was so interesting to address the guests’ wishes individually, to deal with the different energy everyone has. I used to fly as a pilot and so I thought I knew about the challenges a flight during the night entails. But to be present and attentive and charming – when the biological clock just tells you to sleep – was something entirely different. The crew was terrific and welcomed me into their team right away.
With their support, I was able to give a hand in business class on the way to Riyadh. Back to Frankfurt, during the night, I took care of our guests in economy class. And honestly: I enjoyed every moment! I was astonished how much I learned in these few hours. Deciding things in the office will be different after really feeling the decisions on board. Thank you to the amazing crew, the lovely guests and everyone involved for making this experience possible!”
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