Case Study: Lufthansa achieves improved flight punctuality and boarding efficiency with Celonis

Lufthansa CityLine, Soaring Customer Satisfaction with On-Time Departures

Lufthansa faced a drive to raise customer satisfaction by improving flight punctuality and increasing available boarding time so gates could remain open longer. To tackle this operational challenge they engaged Celonis to apply process-mining–based continuous improvement (the PROMOTE approach) to identify inefficiencies, root causes and prioritize countermeasures.

Celonis implemented a “digitized lean” solution combining automated comparisons of reference vs. real processes, an agile Kanban/sprint way of working, and targeted pilots such as a Walkboarding project at Munich to adapt gate infrastructure, update manuals and align ground handlers. The Celonis-led program enabled faster identification and remediation of bottlenecks, yielding measurable improvements in boarding performance, punctuality and passenger experience while establishing monitoring to sustain the gains.

Lufthansa

Philipp Grindemann

Head of Business Development