{ "docId": "019dd923-5eff-723e-9be7-5d6e73ab277d", "docSlug": "f9e84ffd149e06c5", "documentTitle": "2025 Annual Report", "authorId": "Lufthansa", "authorName": "Lufthansa Group", "documentKindSlug": "consulting-deck", "documentKindLabel": "Consulting deck", "sourceTypeSlug": "strategy_consulting", "sourceTypeLabel": "Strategy consulting", "presentationDate": null, "orientation": "landscape", "aspectRatio": 1.414, "pageNumber": 229, "pageCount": 414, "prevPage": 228, "nextPage": 230, "slideType": "appendix_disclosure", "function": "summarize", "density": "dense", "nDataPoints": 0, "notes": "Page 229 from Lufthansa Group Annual Report 2025.", "elementsJson": [ "paragraph" ], "metadataConfidence": 1, "imagePath": null, "slideHref": "/slides/019dd923-5eff-723e-9be7-5d6e73ab277d/229", "deckHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d", "deckJsonHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d.json", "deckAnchorHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d#slide-229", "components": [ { "bbox": null, "kind": "callout", "text": "Sustainable and responsible corporate conduct is an integral part of the Lufthansa Group’s corporate strategy.", "attrs": null, "subkind": null, "toolName": "Visual emphasis", "toolSlug": "visual-emphasis", "confidence": null, "componentId": "019dd952-8f71-7476-821c-b4eea9d572aa", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.7, "w": 0.58, "x": 0.08, "y": 0.18 }, "kind": "paragraph", "text": "and ensure that all stakeholders understand and uphold ethical standards. Lufthansa Technik tracks and monitors reported and resolved issues through its internal reporting system and with safety investigations. Work-related errors, observed incidents, and hazards are viewed as opportunities to enhance systems and processes. In this context, Lufthansa Technik applies the principles of “Just Culture”. This means all reports – including anonymous ones – are treated confidentially and are used solely to improve safety performance. Errors made due to following safety and regulatory guidelines are not penalised and are reported without assigning blame. However, gross disregard for risks or professional responsibilities is not tolerated and leads to corresponding individual measures. Lufthansa Technik ensures that reported incidents are properly investigated and that findings are incorporated into decision-making. At Lufthansa Aviation Training, training participants can submit reports in the IQSMS safety, quality and risk management system. Reports may also be submitted anonymously. A distinction is made between “General Reports” and “Flight Safety Related Reports.” General Reports cover issues such as communication problems, data protection concerns, medical emergencies or harassment. In the Flight Safety Related Report, incidents that could impact aviation safety during flights, such as incorrectly trained procedures and non-compliant training documentation or training equipment are reported. Reports are processed through a system workflow. General Reports are forwarded to quality managers, while Flight Safety Related Reports are sent to safety officers for further processing. Reports are evaluated on a monthly basis by the training department heads. Implemented measures are documented in the system and assigned to the relevant individuals. This process ensures the full traceability of actions taken. In addition to the general complaint channels of the Lufthansa Group, Lufthansa Systems customers are also able to submit questions and complaints via its internal tool “trackspace”. They can also contact service or account management via its website, by telephone, by email or in person and thus submit questions and complaints. All reported topics are reviewed and monitored by the service management and product organisation teams to determine potential actions.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "48edfa20-795c-466d-872a-1c66bc843732", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.08, "w": 0.28, "x": 0.68, "y": 0.312 }, "kind": "paragraph", "text": "Sustainable and responsible corporate conduct is an integral part of the Lufthansa Group’s corporate strategy. The Lufthansa Group is convinced that it has an obligation to create added value for customers, employees and investors, and to meet its responsibility towards the environment, people and society.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "6db383ab-5c5d-45af-ac95-edc3c7de4b40", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.15, "w": 0.28, "x": 0.68, "y": 0.68 }, "kind": "paragraph", "text": "The Lufthansa Group has allocated resources to manage material risks associated with consumers. The activities of its Corporate Communications departments are one example of this. They specifically focus on handling reputational risks. This involves continuous risk monitoring through daily reviews of press reports and social media content in close coordination with the Corporate Communications department. Care is also taken when reviewing and responding to press and media enquiries. To manage these risks, the Lufthansa Group follows clear communication guidelines and maintains", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "71d6d8b1-2193-45f9-ad65-03b9fb0d73b9", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.15, "w": 0.28, "x": 0.68, "y": 0.45 }, "kind": "paragraph", "text": "Risk management at the Lufthansa Group considers risks related to consumers. The Lufthansa Group employs a structured risk management process to determine necessary and appropriate measures in response to actual or potential negative impacts on consumers. This process includes identifying risks, assessing their severity and implementing suitable measures to mitigate or eliminate them. Key elements include direct communication to address concerns without delay, regular meetings to review emerging issues and engagement with the industry to gather feedback.", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "daa159ea-d3f9-4601-bb5c-8529fa896512", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.08, "w": 0.28, "x": 0.68, "y": 0.178 }, "kind": "title", "text": "S4-4 – Taking action on material impacts on consumers and end-users, and approaches to managing material risks and pursuing material opportunities related to consumers and end-users, and effectiveness of those actions", "attrs": null, "subkind": "headline", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "3726ebac-9d6b-4fc5-9060-8baceb3d6447", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [], "frameworks": [], "arcBeats": [ { "to": 250, "from": 78, "beatId": "019debc8-a173-720a-9609-f76c8cf8b075", "arcName": "The Triple Take", "arcSlug": "triple-take", "beatName": "The Implications (So What)", "beatSlug": null, "evidence": "Risk report, opportunities, double materiality, ESRS climate/social/governance impacts", "position": 2, "confidence": 60, "parentBeatName": null, "parentBeatSlug": null } ], "loops": [ { "to": 232, "from": 221, "name": "Voice Of Customer", "slug": "51-voice-of-customer", "bestFor": "Product strategy, customer experience, market research", "matchId": "019debc8-a3e5-72b9-aec3-a16685f1c145", "evidence": "S4 disclosures cite NPS via PST and segment-specific feedback loops", "position": 11, "objective": "Customer/end-user feedback channels translated into actions", "structure": "What Customers Say (Verbatim) -> The Pattern Across Voices -> The Insight -> The Response", "confidence": 55, "description": "Let customer quotes and feedback drive the narrative and validate the insight" } ], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }