Nothing ages as quickly as IT and therefore it is par for the course that cargo carriers work on their digital service channels every now and again. Lufthansa Cargo is one of them. It recently announced that it has enhanced its digital platform to ensure an improved user experience. According to the airline, its digital offering is now more intuitive, clearer and requires fewer clicks – across the entire shipment booking and tracking journey. The improvements all resulted from feedback from its customers and in close cooperation with them during development. As a result, the general cargo eBooking process is now faster as there are less steps involved. “Customers can now book their general cargo shipments in around half the time it previously took. The new function for saving recent searches can even reduce the booking process to just 30 seconds,” the release emphasizes. Routing options are displayed more clearly as are other information sources such as relevant station information. “The integration of additional services, such as CO2 offsetting, is already in the planning stage,” it reveals.
“eTracking” has also been given a makeover with a new interface design to facilitate shipment tracking. The new version should now be available to users, as it was planned for the end of August: Also, users can opt for proactive email notifications whilst the shipment is on route, should anything not travel according to plan.
Lufthansa Cargo points out, in its release, that it is among the few airlines that allow online bookings of dangerous goods shipments – something it introduced in Spring of this year. “In May, the company also developed an AI solution that processes booking enquiries by email faster and more securely. Numerous other innovations are already being implemented to continuously improve customer experience,” it states. Marcel Kling, Head of Digital Sales at Lufthansa Cargo, explained: “Our new booking process delivers exactly what our customers wanted: fewer clicks, a clear overview, shorter processes and faster communication. It not only makes bookings easier, but also significantly more effective. And we are not stopping there: we are continuing to invest in innovation and focus specifically on AI to accelerate processes, increase transparency and improve service. This puts our customers at the center of everything we do – today and in the future.”
