Lufthansa's CEO Goes Incognito, Operates Red-Eye Economy Flight as an Employee

Exceptional customer service can be a game-changer in the realm of air travel.

And for those jetting to the Middle East via Lufthansa recently, a firsthand encounter with such service might have been orchestrated by none other than the airline's CEO, Jens Ritter!

In a notable display of leadership, Ritter has emerged as the latest executive to lead from the front lines. As the head of Germany's flagship carrier, he stepped into the role of an additional flight attendant to assist the crew on journeys to Riyadh and Bahrain.

Ritter's dedication to catering to passengers' needs underscored his commitment to understanding the challenges confronted by the crew aboard the aircraft. He tended to the requirements of business class travelers on the Riyadh route, later transitioning to the economy class during the return flight to Frankfurt.

Photographic evidence showcases Ritter engaging with the crew, preparing refreshments, and attending to passengers in the economy section. According to insights he shared on LinkedIn, the experience proved to be a wealth of learning for him.

Ritter conveyed his reflections, stating:

"It was so interesting to address the guests’ wishes individually, to deal with the different energy everyone has. I used to fly as a pilot and so I thought I knew about the challenges a flight during the night entails. But to be present and attentive and charming – when the biological clock just tells you to sleep – was something entirely different. The crew was terrific and welcomed me into their team right away.”

"I was astonished how much I learned in these few hours. Deciding things in the office will be different after really feeling the decisions on board. Thank you to the amazing crew, the lovely guests and everyone involved for making this experience possible!"

While some may view this initiative skeptically as a mere public relations tactic, Ritter has strongly asserted his intention to address the issues he encountered. In response to queries from a commentator challenging specific actions, he spotlighted his resolve to rectify incongruities, such as discrepancies between menu cards and the actual delivered food.

Ritter is not the sole chief executive to be spied engaging in cabin work in recent times. In May, Marjan Rintel, CEO of KLM, undertook the role of a passenger attendant on a flight linking Los Angeles and Amsterdam.

Much like Ritter's scenario, Rintel's actions stirred a mixed reaction from the public. While certain customers hinted that such high-ranking officials should be devoting their time to more strategic pursuits, others lent support to the notion, asserting that this embodies the essence of effective leadership.

Adding to the list of CEOs found laboring within the cabin is Jude Bricker, CEO of Sun Country. He made his way through flight attendant training before embarking on shifts aboard the aircraft in 2021.
In a more recent occurrence, Greg Foran, CEO of Air New Zealand, rolled up his sleeves to handle baggage. Back in January, he joined the effort to tackle a backlog during a phase when the airline faced backlash for mishandled and misplaced luggage.

Regardless of the underlying motive, these encounters hold the potential to profoundly inform management's understanding of distinct issues and contribute to the collective decision-making process. Additionally, they hold the power to evoke smiles on the faces of both customers and crew members, enhancing the overall travel experience.

Source: simpleflying.com