The Task

We harmonized digital boarding passes across all LHG airlines while strengthening the appearance of each individual airline identity, resulting in a more seamless customer experience. Previously, inconsistencies in boarding pass formats posed challenges for crews, station managers, and customers, hindering swift access to essential flight details. At the same time, important information was missing on some carriers´ boarding passes or was not updated equally. New information requests could not be handled due to lack of space on the templates.

As part of the project to redesign the Lufthansa Group's existing boarding pass, not only the requirements of travelers but also those of ground staff, station personnel and crew members were taken into account. In other words, all those for whom the boarding pass plays an essential role in existing work processes. 

Based on these requirements, all of the information visible on the document was restructured and compiled with the aim of establishing a “blueprint” for all airlines.  

We agreed on one single boarding pass format catering to all stakeholders needs and ensuring easy access to information for customers. At the same time, we bolstered the brand visibility ofeach carrier, finding its unique “colour of heart” as a background color for their boarding passes.

In addition to the app and e-mail boarding pass, all relevant formats, including Google and Apple Wallet, Homeprint boarding pass as well as the kiosk printout and baggage tag on the kiosk devices at the terminal have been redesigned.