MUNICH- Lufthansa (LH) is set to test Project FOX, a new onboard service concept, on two long-haul routes to the United States. The initiative aims to enhance passenger experience across all cabin classes, addressing declining customer satisfaction scores.
According to AeroTelegraph, the project involves over 250 prototypes developed from 150 different scenarios, with input from 2,000 customers.
Initial trials will take place in April on flights from Munich Airport (MUC) to San Diego International Airport (SAN) and San Francisco International Airport (SFO), with a full rollout expected in 2026.
Photo: LufthansaLufthansa Project FOX
Lufthansa (LH), Germany’s largest airline, has embarked on an ambitious initiative to revamp its inflight service with Project FOX (Future Onboard Experience).
This extensive project reimagines onboard offerings, from Economy to First Class, with the goal of improving overall passenger satisfaction.
The airline has dedicated significant resources, including a large team and extensive customer feedback, to develop a new service model that prioritizes comfort, convenience, and quality.
The project is built around 150 unique scenarios and has resulted in the creation of over 250 prototypes.
These prototypes cover a broad range of enhancements, including redesigned meals, upgraded tableware, improved bedding, and refined amenity kits.
Lufthansa has collaborated with 2,000 passengers to shape the final version of these improvements, ensuring that real customer preferences drive the changes.
Photo: BoeingAddressing Declining Customer Satisfaction
Lufthansa’s (LH) motivation for launching Project FOX is rooted in its declining Net Promoter Score (NPS), a key industry metric that gauges customer satisfaction and loyalty.
The NPS is calculated by subtracting the percentage of dissatisfied customers (detractors) from the percentage of satisfied ones (promoters).
Lufthansa’s NPS has dropped to +27, significantly lower than the industry average of +35 to +45.
Factors affecting NPS include service quality, punctuality, and overall comfort. Airlines like TAP Air Portugal (TP) have successfully increased their NPS by introducing passenger-friendly improvements such as onboard WiFi and free streaming services.
Lufthansa hopes that its investments in Project FOX will yield similar results and restore its reputation among travelers.
Photo: Aviation MultiverseWhat to Expect from the New Service Concept
While Lufthansa has not disclosed all specifics of the enhancements, it is likely to draw inspiration from its sister airline, SWISS (LX).
SWISS (LX) recently introduced a refreshed Economy and Premium Economy experience, featuring:
- Upgraded meal options
- Redesigned tableware
- Additional snack selections
- Enhanced pillows and blankets
- Specialty soaps and moisturizers from a Swiss brand
- Complimentary welcome aperitifs and local beverages
Lufthansa is expected to follow a similar approach, with early changes targeting Economy and Premium Economy passengers before expanding to Business and First Class.
The first phase of Project FOX testing will commence in April 2025 on two transatlantic routes:
- Munich Airport (MUC) to San Diego International Airport (SAN)
- Munich Airport (MUC) to San Francisco International Airport (SFO)
Passengers traveling on these routes will be the first to experience Lufthansa’s upgraded onboard service.
If successful, the new service concept will gradually be introduced across the airline’s long-haul network, with full implementation anticipated by 2026.
Photo: AirbusFuture Outlook
Project FOX represents a strategic shift for Lufthansa (LH) as it seeks to regain customer trust and improve its global standing.
With competition intensifying and passenger expectations evolving, airlines must continuously innovate.
Lufthansa’s (LH) investment in customer experience signals a commitment to long-term growth and service excellence.
For travelers, the upcoming enhancements promise a more comfortable and enjoyable journey. Whether through improved meal service, upgraded amenities, or a more personalized experience, Lufthansa’s (LH) Project FOX is poised to set a new standard in air travel.
Stay tuned with us. Further, follow us on social media for the latest updates.
Join us on Telegram Group for the Latest Aviation Updates. Subsequently, follow us on Google News
Lufthansa to Take Delivery of New Aircraft Every Two Weeks in 2025, €1.6 Bn Profit and More
The post Lufthansa to Test New Project FOX on 2 US Destinations appeared first on Aviation A2Z.
