A personal message from SVP Heike Birlenbach

We, together, are confronted with a situation that is far from the ordinary. Our travel industry is heavily affected by the outbreak of the Coronavirus COVID-19 and its worldwide spreading. In these times of uncertainty, it is of utmost importance to tackle the challenges jointly and to communicate openly. I want to assure you that my Group teams around the world and I are committed to keeping you informed of upcoming changes. We will continue to provide you dedicated customer service and, most of all, continue to focus on safety along the entire journey.

Current developments As announced yesterday, the Lufthansa Group airlines had to reduce their flight offer on short-, mid- and long-haul routes for the upcoming weeks. Further capacity reductions may still be necessary. It was not an easy decision for us but it reflects on the current booking decrease and overall reluctance to opt for air travel right now. We will continue to monitor the overall situation over the upcoming days closely. We will keep you informed about additional changes.

Rebooking options The Lufthansa Group airlines are offering flexible and free of charge rebooking options for existing and future bookings up to and including March 31, 2020. For cancelled flights, the flight irregularity policy and INVOL rules continue to apply. Our team is committed to supporting you should you need assistance!

Commitment towards safety Of course, the safety and well-being of our customers and staff is our top priority. Lufthansa Group is taking measures for all possible scenarios. We are working closely with the health and governmental authorities, following their advice for further steps to be taken.

We have implemented precautionary measures to best protect all travelers, our crew members, and our ground staff against any risks. This includes providing our cabin crew and ground staff at selected airports with respiratory masks.

The air on board all Lufthansa Group aircraft is cleaner than outside on the ground, it consists of up to 60 percent fresh air. Pollutants such as dust, bacteria, and viruses are filtered from the air circulating in the aircraft cabin, meeting the standards for hospital operating rooms. We are also well prepared should a passenger show signs of a Corona infection while on board. Our Medical Service has long-established procedures for passengers with infectious diseases, and our crews are all well-trained for these situations.

Yours sincerely, Heike Birlenbach Senior Vice President Sales Lufthansa Group Network Airlines & CCO Hub Lufthansa Group , Lufthansa, SWISS | ,