Lufthansa Cargo speeds up bookings with AI

Lufthansa Cargo has introduced a new AI-driven system to speed up how it processes booking requests.

By combining AI with robotic process automation, the airline can now automatically extract booking details from unstructured customer emails and input them directly into its system, removing the need for manual entry.

Customers then receive immediate, fully automated booking confirmations instead of waiting for manual processing.

While most bookings already come through structured digital platforms, Lufthansa still receives many requests in formats such as plain text or file attachments. Previously, these had to be transferred manually.

The new system eliminates that step, making the booking process quicker and reducing the chance of errors. Sales teams benefit from fewer repetitive tasks, giving them more time to interact personally with customers instead of managing administrative duties.

The development is part of a broader automation push within Lufthansa Cargo. Over the past year, its internal ‘AI & Automation Community’ has launched around ten automation projects, many of which are now either live or in testing.

These include smart systems that route customer queries to the right department or automatically rebook disrupted shipments, reducing delays and improving service continuity.

According to Lufthansa Cargo’s CIO, Jasmin Kaiser, the integration of AI and automation with core digital platforms enables faster and more efficient solutions than ever before.

The company is now preparing to expand its AI booking process to other service areas, further embracing digital transformation instead of relying solely on legacy systems.

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