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Case Study

Lufthansa InTouch Helps Customers Rapidly Change Travel Plans

100,000+ Customer transactions processed
24/7 Digital workers complete customer transactions, day and night
Focus on Customers Rapid response gave much-needed reassurance

None of the airlines were prepared for it. In one day, we went from hundreds of thousands of people flying down to zero. The backlog was huge, we had millions of change requests were coming in. We were able to respond rapidly by using intelligent automation.”

Roman Tesar

Site Operations Manager

Lufthansa – IA & RPA in the Aviation Industry

Millions of passengers around the world trust Lufthansa to help them reach their destination safely. But being Germany’s largest airline came with a new set of challenges during COVID-19. Suddenly, hundreds of thousands of customers needed to urgently alter or cancel flights. So how did Lufthansa InTouch, the airline’s customer service and operational solutions provider, safely navigate the unexpected influx of cancellations? With solid support from partner, NEOOPS, they leaned on a Blue Prism digital workforce.


As the COVID-19 pandemic made its way around the world, it brought with it an unprecedented set of business challenges. And while no industry was spared, few were hit as hard as aviation. In times of crisis, operating at scale can be a distinct advantage. However, for Lufthansa this only exacerbated their problem. Without warning, Lufthansa’s support and operations subsidiary Lufthansa InTouch was overwhelmed by requests to alter or cancel flights. Add to this the prevailing political pressure that companies should quickly “make good” by their customers to aid in the response to COVID-19, and Lufthansa suddenly had a major challenge on its hands.


Lufthansa InTouch was facing a critical challenge and they needed a solution quickly. Having used intelligent automation before, the company turned to partner, NEOOPS, who had demonstrated expertise in designing and implementing automation solutions. Working collaboratively and at speed, Lufthansa InTouch, NEOOPS and Blue Prism then created a custom solution. Six new digital workers were quickly dispatched to help Lufthansa InTouch deal with its ever-growing backlog of customer requests. Working 24/7, the digital workforce has since facilitated the processing of over 100,000 customer transactions, including alterations, cancellations, and refunds. Digital and human workers seamlessly pass work back and forth, quickly resolving ticketing transactions, either refunding the customers money or rebooking the flight. The speed of its response gave Lufthansa’s customers much-needed reassurance at a stressful time.

Lufthansa InTouch has seen the power of Blue Prism to quickly scale and respond to a crisis, achieving an important proof point for future automation across the organization.

Download the case study to learn more about IA & RPA in the aviation in industry

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