Lufthansa marketing director Alexander Schlaubitz defines premium as the ability to respond to their customer needs. Lufthansa is working on the possibility to capture customer needs with the help of digital tools. The year 2017 is the year of digitalization for him.
Oscar Munoz is the CEO of United Airlines and he is also focussing on the improvement of customer communication. Therefore he has implemented an online platform where customers can leave ideas, critics or questions.