Due to the changing environment in international air travel, Lufthansa German Airlines decided to redesign their Customer Feedback Management and develop more effective provisions, solutions and measures to satisfy existing customers and regain dissatisfied ones. Lufthansa Consulting was asked to actively support the project organization and the central customer relations department. In addition the findings would then be implemented within the various line functions and different field organizations. In detail Lufthansa Consulting supported Lufthansa German Airlines in establishing a baggage call center in Berlin and several customer feedback competence centers in the strategic markets all over the world. Lufthansa Consulting was also involved in implementing a special
service recovery concept for product and service deficits called "direct compensation" which should be paid directly to the customer at the points of contact. | 
