Deutsche Lufthansa AG is one of the world’s leading civil aerospace groups. It is Europe’s biggest airline, in terms of both passenger numbers and turnover. In 2012 a total of 103 million people flew with Lufthansa or one of its subsidiaries. The airline is currently offering passen- gers flights to 250 destinations in more than 100 countries. In recent years the air travel market has changed considerably. For instance, established airlines have to increasingly compete against Persian Gulf state airlines, which benefit from lower operating costs. In addition, the low- cost airlines have triggered a significant shift in prices, which is reducing the margins of all companies. Nonstop dedication to customer satisfaction Lufthansa, known as a network carrier, offers its cu

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