Accessibility Statement

in accordance with Annex 3 to § 14 of the German Accessibility Strengthening Act (Barrierefreiheitsstärkungsgesetz - BFSG)

Date of publication: 27 June 2025
Date of last review: 26 June 2025

Deutsche Lufthansa places a high priority on digital accessibility for people with disabilities. We are committed to offering all users an inclusive online experience, in full alignment with the European Accessibility Act (Directive (EU) 2019/882) and all applicable accessibility standards. These include EN 301 549 and the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, as well as the Accessibility Strengthening Act (Barrierefreiheitsstärkungsgesetz – BFSG) and the corresponding Accessibility Strengthening Ordinance (Barrierefreiheitsstärkungsverordnung – BFSGV). Our goal is to make our digital services easy to use and understand for everyone.

This Accessibility Statement applies to the services covered by the BFSG that Deutsche Lufthansa AG offers on the website ​www.lufthansa.com. This statement was created on 26 June 2025 and is reviewed and updated as needed.

Deutsche Lufthansa AG is a globally active aviation company. Its service, as defined by the BFSG, consists in enabling consumers to book flights and travel-related services, receive travel information, manage customer data, and access additional services such as seat selection, baggage options, or check-in – primarily through websites and mobile applications.

Lufthansa Group provides these services for several airlines, including Lufthansa Airlines, SWISS, Austrian Airlines, Brussels Airlines, Eurowings, and Discover Airlines. These airlines serve numerous international destinations in both scheduled and leisure travel.

Detailed information on flight offerings and services is available on the Lufthansa Group websites, for example at www.lufthansa.com, which also provide explanations of the services offered.

Before booking a flight via our websites or mobile apps, consumers can first review available connections, fare options, and additional services. After selecting the preferred flight and entering travel details, a personalized flight offer is shown, including total price, baggage options, and additional services like seat reservation or rebooking options.

The booking is confirmed by clicking the “Book now” button. Customers then receive a booking confirmation via email and can access their travel details via the customer account or app.

Further information about travel procedures, baggage policies, check-in processes, and other services can be found at www.lufthansa.com. Some initial content is also available in plain language. Additional accessibility resources – for people with limited mobility or sensory impairments – are also described there.

To ensure compliance with the requirements of the BFSG and related accessibility standards, Lufthansa continuously implements the following measures:

1. Audits: We conduct regular automated and manual accessibility audits to systematically assess our digital services for conformance with WCAG 2.1, Level AA, and EN 301 549. These audits help us identify and eliminate potential barriers.
2. Training: We provide ongoing and comprehensive training for our content owners, designers, and developers. This ensures they are familiar with best practices for accessibility and can apply these principles throughout content creation and development.
3. Integration into the development lifecycle: Accessibility is integrated into our software development lifecycle. From initial design and planning to testing and deployment, we follow a “born accessible” approach wherever possible.
4. Dedicated accessibility team: We have a specialised team responsible for monitoring and advancing digital accessibility initiatives across our platforms.

Based on our most recent evaluation, the website www.lufthansa.com is partially compliant with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA and the European standard EN 301 549, as referenced in the Accessibility Strengthening Act (BFSG). This means that significant portions of the website already meet the applicable digital accessibility requirements, although there are areas that still require improvement to achieve full compliance. We are actively working to address these remaining issues.

As part of our ongoing compliance process, the website www.lufthansa.com has been comprehensively evaluated by our accessibility experts based on the four core principles of digital accessibility (“POUR”):

• Perceivable: Use of alternative text for non-text content, captions or transcripts for multimedia, sufficient color contrast, and adaptable content.
• Operable: Full keyboard operability, proper focus management for assistive technology users, and control of time-based content.
• Understandable: Clear page titles, logical heading structures, consistent navigation, and input assistance for avoiding and correcting errors.
• Robust: Compatibility with a wide range of assistive technologies and semantic HTML structures for reliable machine interpretation.

Additionally, the website has been reviewed by external accessibility experts and is regularly tested with users with disabilities to identify potential barriers.

Despite significant efforts to make the website accessible, the following content and functional areas may still present barriers. We are actively working to resolve these issues:

• Missing alternative texts: Some images lack proper alt descriptions.
• Heading structure issues: Inconsistent or illogical heading levels.
• Non-descriptive links: Links like "Click here" or "More" lack context.
• Complex forms and interactions: Some forms and components are difficult to navigate with keyboard or screen readers.
• Third-party content: Some embedded third-party tools may not meet our accessibility standards.
• PDFs: Some PDF documents are not fully accessible; we are reviewing and replacing them as needed.
• Videos without captions: Not all videos are captioned or transcribed yet.
• Session timeout issues: For security reasons, session extensions are limited. We're working to balance accessibility and security.

A comprehensive remediation plan has been initiated to address these issues. Accessibility improvements will be implemented incrementally across the platform once they have been completed and thoroughly tested.

Lufthansa assumes no liability for linked services from third-party providers that are beyond our control or responsibility. The respective provider is solely responsible for the accuracy, completeness, timeliness, and accessibility of such content. By using these links, you acknowledge that Lufthansa is not liable for any damages or legal consequences.

We welcome and value your feedback regarding the accessibility of www.lufthansa.com. Your input is important and helps us improve our services. If you encounter accessibility issues, wish to report a compliance issue, or have suggestions for improvement, please contact us via one of the following channels:

Email: ​customer.relations@lufthansa.com
Phone: ​+49 69 86 799 699 
Feedback form: ​Help & Contact | Lufthansa

We strive to respond to all inquiries within five working days in accordance with legal timeframes.

If you are not satisfied with our response to your inquiry regarding accessibility, you may contact the national enforcement body of your EU Member State.

In Germany, this is:

Market Surveillance Authority of the Federal States for the Accessibility of Products and Services (Marktüberwachungsstelle der Länder für die Barrierefreiheit von Produkten und Dienstleistungen – MLBF)
c/o Ministry of Labour, Social Affairs, Health and Equality of the State of Saxony-Anhalt
P.O. Box 39 11 55
39135 Magdeburg

Telephone: ​+49 391 567 4530
Email: ​MLBF@ms.sachsen-anhalt.de