Lufthansa wants to offer its customers a noticeable improvement in the quality of ground processes at its hubs in Frankfurt and Munich. Technical innovation and efficient management are creating new advantages for the passengers. Lufthansa is now presenting a new management structure, within the scope of which, in future, the two hubs will be managed as operatively independent units. “Our two main airports will thus become more customer-friendly, efficient and internationally more competitive”, according to Lufthansa’s Chairman of the Executive Board Wolfgang Mayrhuber. “The journey by air starts and ends on the ground and here too, in future, we want to increasingly set ourselves apart in the competition with other airlines”. He said that customers want to travel quickly and comfortably and to make transfers without stress.
The reorganisation takes this principle into account. It is customer and future-oriented, supports the employees and the airports through clear customer/supplier relations. The processes should be defined and managed locally close to the customer. Correspondingly, as of 1st October, the hub managers will bear responsibility for the service quality, the passenger and baggage processes, punctuality, commercial relations with the airports and other suppliers as well as the future development of the hubs.
“Group Representative and head of Hub Management Munich” will be Karl-Ulrich Garnadt (47), previously head of Network Management at Lufthansa German Airlines. Garnadt has been with Lufthansa since 1979. Prior to his present position he was responsible for the worldwide network planning and management of Lufthansa Cargo AG. After serving his apprenticeship as an airline clerk, he worked in route planning and product management at Lufthansa German Airlines.
Hub manager in Frankfurt will be Dr. Karl-Rudolf Rupprecht (48), currently managing director of Lufthansa Technik Logistik GmbH. Prior to joining Lufthansa Technik AG in 1988, Rupprecht, who has a doctorate in mechanical engineering, spent eight years as a scientific assistant at the Rheinish-Westphalian Technical University in Aachen. At Lufthansa Technik AG, among other things, he assumed responsibilty in the areas of “Ground Equipment Planning and Maintenance” and “Marketing and Sales” before taking on his present position in October 2000.
Both hub managers will report directly to Carsten Spohr, Executive Vice President Service and Personnel at Lufthansa German Airlines.
The hubs have a decisive effect on the impression of quality gained by Lufthansa’s customers, they determine the stability of flight operations and have a major influence on punctuality. Furthermore, they are key instruments for the efficiency of an airline and thus important factors for cost management. The future growth possibilities of a network airline are largely dependent on the development possibilities at their central hubs.
The significance of the central production centres of Frankfurt and Munich for Lufthansa is underlined by the newly-created hub management. “The service procedures, from entering the terminal right through to the departure of the aircraft, should be more pleasant for the customer and, wherever possible, faster. At the same time, we want to improve our market position in the in the international environment through more efficient processes. Airline, airports and all other suppliers must work hand-in-hand to offer the passenger the best possible product. Our yardstick is customer satisfaction, our objective is for Frankfurt and Munich to develop into the most attractive hubs in Europe in every respect”, says Mayrhuber.
Through their role as chief negotiators for the airports and contact person for the political bodies, the hub manager also guarantee Group-wide representation of the interests of Lufthansa and the Star Alliance in the respective region.