Lufthansa German Airlines has begun offering its new long-haul onboard service concept, “FOX (Future Onboard Experience).”
This is one of the airline’s largest-ever investments in the customer experience, marking its 100th anniversary, and has been realized after a two-year development period. The company will invest more than 70 million euros this year alone.
With three key pillars—personalization, comfort, and signature moments—the carrier is renewing inflight services and processes across all aircraft and all classes on its long-haul routes. First Class already introduced the new services at the end of March, and from May 6, Business Class, Premium Economy Class, and Economy Class have been added.
In Business Class, new menus created by Johann Lafer have been introduced. A new system allows passengers to pre-order their breakfast the night before, and the range of choices has been greatly expanded with a sweets service and “Sky Selection,” which lets passengers order additional meals at their preferred time. New tableware and cutlery are being introduced in all classes.
In Premium Economy Class, the first service has been upgraded to include appetizers at a Business Class level. Passengers can choose from three types of hot main courses, and slippers are also provided.
In Economy Class, an amenity kit containing a sleep mask and earplugs is being introduced for the first time. On flights longer than 10 hours, the number of main course options will be expanded from two to three, and the range of beverages will also be enhanced.
For this revamp, the airline has replaced 187 million pieces of tableware and cutlery, conducted more than 110 test flights, and collected over 9,000 customer feedback responses.
