Information about Data Protection

The listed below information about data protection applies from May 25th, 2018 and reflects the extended requirements for transparency specified in the EU General Data Protection Regulation.

Who is the data responsible?

Deutsche Lufthansa AG (Venloer Strasse 151-153, 50672 Cologne, Germany) (referred below also as “Lufthansa”, “we” and “us”) would like to inform you about how we process your personal data in connection with our offers. You can access these offers directly via lufthansa.com (“website”) and the Lufthansa app.

Any subsequent reference to Lufthansa Group airlines refers to the airlines Lufthansa, SWISS International Airlines AG, Austrian Airlines AG, Brussels Airlines S.A. and Eurowings GmbH. The Lufthansa Group includes Lufthansa Group airlines and the other companies of the Lufthansa Corporation.

Who can I contact?

Please contact our Data Protection Officer if you have any further questions about data protection in connection with our website or the services offered there:

Corporation Data Protection Officer for the Lufthansa Group
Deutsche Lufthansa AG
Email: datenschutz@dlh.de
Please address any information requests to:
Deutsche Lufthansa AG
Datenauskunft
FRA CJ/D
60546 Frankfurt

or by email to:
dataauskunft@dlh.de

Correspondence will not encrypted if you contact us by email.

Why do we process your data (purpose of processing) and what is the legal basis for the processing?

We process personal data in accordance with the provisions of the EU General Data Protection Regulation (GDPR) and the German Federal Data Protection Act (Bundesdatenschutzgesetz - BDSG).

We process personal data to fulfil our contractual obligations under the art. 6(1), sub. (1)(b) GDPR. These include in particular:

  • issuing air tickets
  • sending booking confirmations
  • providing flight-related services you have booked and providing flight-related information, such as à-la-carte meals, Pre-flight Shopping, eJournals and baggage services
  • managing check-in processes from the check-in invitation, through the entry documents check until the waiting list processing and the baggage handling
  • collecting and transmitting contact details required by the local authorities based on mandatory statutory regulations and which are therefore necessary for the fulfilment of the contract of carriage
  • access to a lounge.

We also process your data to safeguard our legitimate interests under the art. 6(1), sub. (1)(f) GDPR

  • so that we can send you relevant information about your flight and your destination
  • to prevent, investigate and prosecute criminal acts such as fraud, e.g., credit card fraud, identity theft, or the use of fraudulent means to obtain special conditions or fares
  • to implement our legal rights, including debt collection and defence in the event of legal disputes
  • for auditing purposes
  • to guarantee the IT security and security of the airline’s operations
  • to guarantee the air safety
  • for advertising purposes, unless you have objected to the use of your data
  • to create international aviation statistics
  • to create statistics for improving our products and services. In individual cases, we create customer profiles for this purpose while processing the booking data. However, these profiles are immediately anonymised and are not used for analysing or predicting personal preferences.
  • to communicate with you where there is an existing business relationship with you or your employer, or we intend to initiate one (business contacts)
  • to plan support services and improve punctuality. Thanks to the early detection of a passenger’s possible delay at the gate during the boarding process, the unloading of baggage can be arranged at an early stage. For this purpose, Fraport AG at Frankfurt Airport records the time when boarding passes were checked before passengers are admitted to the security area. It then provides us/LH these data at the departure gate shortly before departure so that we can check for any missing or delayed passengers. You can find further information about data collection and processing by Fraport AG in its privacy policy.

We process your data on the basis of your consent under the article 6(1) subparagraph (1)(a) GDPR for specific purposes, in particular:

  • to send out newsletters with regular offers from Lufthansa
  • for you to receive targeted information and offers from Lufthansa and its partner companies
  • for market research and customer surveys
  • for a personalised use of the website and personalised offers, profiling included
  • to assist processes in connection with use of the website, with reminder functions and live chats
  • for analytical purposes, to improve our offer for you.

We process your data to check your Covid-19 entry documents. This is done on the basis of your consent to the verification of Covid-19 entry documents under the art. 9(2)(a) GDPR.

Any consent given can be withdrawn at any time. This also applies to the revocation of declarations of consent that you gave us before the GDPR came into effect, i.e., before May 25th. 2018. The revocation of your consent does not apply retroactively and does not affect the lawfulness of data processing until the date of withdrawal.

On which obligation basis do we process your data?

We process passenger data based on our legal obligations under the art.  6(1)(1)(c) GDPR.

If we are legally required to do so, we process personal data to fulfil our retention obligations under commercial and tax law or our legal security requirements (for example under § 7 of the German Aviation Safety Act (Luftsicherheitsgesetz - LuftSiG). Please refer to the section “Duration of data processing” if you would like further information about these retention periods.

Data transmission to immigration authorities:

  • based on the Passenger Data Agreement between the EU and USA and the EU and Canada
  • based on the German Passenger Data Act (Fluggastdatengesetz - FlugDaG) in Germany and within the EU provided that the EU destination countries have implemented Directive (EU) 2016/681
  • based on the Trade and Cooperation Agreement between the European Union and the United Kingdom
  • API* (Advance Passenger Information) – we transmit data to the extent to participate in international travel control measures, as we are obliged to

Transmission to health authorities:

  • to fight a pandemic

We process passenger data based on our statutory obligations under the art. 9(2)(g) GDPR.

Where we are legally required to do so, we process personal data to check your health status as required to enter to the concerned country.

* Data stored in the machine-readable area of passports or ID cards 
You can request further information about this from the relevant authorities.

Which personal data are you obliged to provide?

We have marked some entry fields as mandatory fields in our forms on the website, where information is legally or contractually required. You must fill in these so that we can provide you with the contract or service you wish.

How long will your data be stored?

Your personal data will be erased, as soon as they are no longer required for the purposes stated. However, we have to continue to store your data until the end of the retention periods and deadlines determined by the legislator or supervisory authorities in the German Commercial Code, Tax Code or Money Laundering Act. These deadlines are generally for six to ten years. We may also retain your data until the end of the statutory limitation periods (generally three years, in individual cases up to 30 years) where required for the establishment, exercise or defence of legal claims. After that, the relevant data are routinely erased.

Who receives your data?

Within the scope of the above-mentioned data processing and the relevant legal bases (contract performance, legitimate interests, consent or statutory processing obligations), your data may be shared with the following categories of recipients:

  • Lufthansa Group Airlines 
  • vicarious agents, e.g., service providers for ground handling and other additional services in this context
  • other airlines which perform part of the carriage
  • other service providers, e.g., for the provision of the website, sending out newsletters, processing feedback and the production of international aviation statistics
  • government authorities and institutions, e.g., on the basis of entry regulations or police activities and investigations.

In such cases, personal data may be transferred to third countries or international organisations. Appropriate security measures will be taken for such data transfers for your protection and the protection of your personal data according to and in compliance with the statutory regulations.

We use EU standard contractual clauses if such transfers have no legal basis or are made to a country for which the EU Commission has not issued an adequacy decision.

You can find information about EU standard contractual clauses on the European Union website.

What are your data protection rights?

Lufthansa is committed to fair and transparent data processing. It is therefore important to us that data subjects – providing the relevant legal requirements are met – are not only able to exercise their right to object, but also the rights specified below:

  • right of access by the data subject, art. 15 GDPR
  • right to rectification, art. 16 GDPR
  • right to deletion (“right to be forgotten”), art. 17 GDPR
  • right to restriction of processing, art. 18 GDPR
  • right to data portability, art. 20 GDPR
  • right to object, art. 21 GDPR

If you would like to exercise your right, please send an email to dataauskunft@dlh.de.
Please provide the following information, so that we can identify you:

  • your name
  • physical address
  • email address and as desiderd: your customer number or booking code/ticket number

If you send us a copy of your passport or ID card, please obscure all data apart from your first name(s) and surname and address

Please note, that we will use your personal data according the article 6(1)(c) GDPR to process your request and for identification purposes.

You have the right under the art. 77 GDPR in conjunction with § 19 BDSG to lodge a complaint with a supervisory authority. The relevant supervisory authority for Lufthansa is:

The Commissioner for Data Protection and Freedom of Information of the State of Hesse
PO Box 3163
65021 Wiesbaden

Information about your right to object under the article 21 GDPR

You have the right to object to the processing of your personal data at any time on the legal bases relating to your specific situation. This right is based on art. 6(1)(e) and (f) GDPR. This also includes profiling based on these regulations.

The data controller will then no longer process your personal data, unless the data controller can prove valid legitimate grounds for processing that override your interests, rights and liberties, or if the processing is required for the establishment, exercise or defence of legal claims.

If your personal data are processed for the purposes of direct marketing, you have the right to object to the processing of your personal data for such marketing at any time. This also includes profiling when this is in connection with the direct marketing.

If you object to the processing of your personal data for the purposes of direct marketing, your personal data will no longer be processed for such purposes.

You can exercise your right of objection in connection with the use of the services of an information company – despite Directive 2002/58/EC – in an automated process in which technical specifications are used.

Which data do we process when you visit our website?

Lufthansa uses browser cookies, scripts, web beacons, tracking URLs, pixel tags and similar technologies (referred to below as “cookies”) to provide, protect and improve our website and applications.  

You will find more detailed information about the data processed and our partners in our cookie policy.

You can change your consent via the link “Change cookie settings” at the bottom of each page.

Chat assistant

You can use the Lufthansa chat assistant to contact us and communicate with us on our website lufthansa.com.

We recommend you to be cautious about disclosing personal data and only share information in the chat that is necessary for the service you would like to use.

You can also contact us via the messenger service (referred to below as “Facebook Messenger”) provided by Meta Platforms Ireland Ltd., 4 Grand Canal Square, Grand Canal Harbour, Dublin 2, Ireland (referred to below as “Facebook”). Facebook may process your data in the USA.
Please be informed, that according to the European Court of Justice, there is no adequate level of protection for the transfer and processing of personal data in the USA.
Please also note that Facebook does not provide an end-to-end encryption for communication via Facebook Messenger and we are unable to provide encryption through additional technical measures.
We also cannot prevent Facebook from reading data that you reveal in the course of the chat, combine them other data and that this may be used for example for advertising tailored to your interests, or shared with third parties.
You will find further information about the processing of your personal data at Facebook in the Facebook privacy policy.

You can contact the Data Protection Officer of Facebook via the online contact form provided by Facebook.

Due to the situation described above, we will therefore ask for your consent in accordance with the art. 6(1) paragraph (1)(a) GDPR before your first contact via Facebook Messenger.

You can withdraw your consent with future effect at any time. To do so, please enter the word “Withdraw” in the Facebook Messenger dialogue window and confirm the withdrawal option offered to you, or follow the menu link “Data Protection” in the dialogue window.

Which functions can you use and for which purposes do we process your data

a) Chat function

If you contact the chat assistant via a webchat, a session-based pseudonymised User ID will be assigned to you. The content of your inputs and the answers from the chat assistant will be stored with this User ID.

All data you enter in the webchat dialogue with the chat assistant in the course of the chat are passed to a commissioned data processor and processed there for the purpose of handling your enquiries. Your chat entries will be analysed to handle your concern and compared with the functionalities and information provided by us to our data processor. If it is not possible to handle your enquiries in this process step via a dialogue provided in the software, your input texts will be shared with another commissioned data processor, who analyses them using special software and compares them with a knowledge database, whose content is also provided by us. Entries matching your input text will be sent back to you.

If you send us an enquiry via Facebook Messenger, you will be assigned a session-based, pseudonymised User ID by Facebook. This will be transferred to us including your Facebook username. This will allow us to identify you again in the event of later enquiries via Facebook Messenger and place your enquiry in context with previous conversations with you. Facebook additionally transfers your language and gender, which allows us to address you in a personalised form.
No further data and information about you stored on Facebook will be transmitted.

The legal basis for processing your data is:

  • Art. 6, para. (1), p.(1) lit. (b) GDPR if your concern relates to an existing or planned booking
  • Art. 6, para. (1), p.(1) lit. (f) GDPR to safeguard our legitimate interest in the prevention of fraud and for the assertion, exercise and defence of legal claims.

b) Live chat function

If the chat assistant is unable to process your questions or enquiries, the live chat function of the chat assistant gives you the chance of contacting our Service Centre. If you use this live chat function, the personal data you entered in the course of the chat are transferred to our commissioned data processors, that will reply to you via the chat assistant on our website.

The legal basis for processing your data is:

  • Art. 6, para. (1), p.(1) lit. (b) GDPR if your concern relates to an existing or planned booking
  • Art. 6 para. (1), p.(1) lit.(1)(f) GDPR to safeguard our legitimate interest in the prevention of fraud and for the establishment, exercise and defence of legal claims.

 c) Feedback function

You can also send us your feedback about the information provided by the chat assistant by using the “Thumbs up” and “Thumbs down” function. Your feedback will be stored combined with the progress of your webchat. If you wish to give feedback about the chat assistant, you have to request this explicitly by text input. You then have the option of entering your feedback in text form in the webchat.

The legal basis for processing your data is Art. 6, para. (1), p.(1) lit. (f) GDPR to protect our legitimate interest in improving the functions of the chat assistant based on your feedback

d) Push notifications
If you contacted us via Facebook Messenger and gave us your consent there, we will send you information about your booking, for example that your flight is ready for check-in, providing you gave us your booking data via Facebook Messenger.

You can withdraw your consent with future effect at any time. Please enter the word “Withdraw” in the Facebook Messenger dialogue window to do so and confirm the withdrawal option offered to you, or follow the menu link “Data Protection” in the dialogue window.

The legal basis for processing your data is Art. 6, para. (1), p.(1) lit. (a) GDPR.

e) Quality improvement

We analyse all dialogues and your feedback to improve the functionalities of the chat assistant. To do so, all references to you are removed, so that only anonymised data are used for this purpose and your data cannot be analysed or linked with you.

The legal basis for the anonymisation of your data is Art. 6 para. (1), p.(1) lit.(f) GDPR.

Who are the recipients of your data?

We share your personal data with other affiliated companies within the Lufthansa Group or external companies to process your enquiry via chat assistant. We reserve the right to disclose information about you if required by law or if we are requested to do so by official authorities or the courts.

CompanyActivity
Microsoft Ireland Operations Limited
Atrium Building Block B
Carmenhall Road
Sandyford Industrial Estate
Dublin 18
Ireland

Commissioned data processing.
Information database: If your enquiry cannot be answered satisfactorily, the text you have entered is forwarded to the data processing company Microsoft. These input texts will be subject to speech analysis there and compared with a knowledge database. Entries matching your entered text will be sent back to you. Microsoft only receives the text you entered during the chat with the chat assistant (including all personal data you disclosed within this context).

Language translation in the live chat:
To connect you more quickly with an agent in the live chat, we use a Microsoft translation software which allows the translation of your chat inputs into the relevant language of the agent and vice versa.

Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)
Ullsteinstrasse 118
Building 1A
12109 Berlin
Germany
Commissioned data processing.
Lufthansa Global Tele Sales GmbH employs the live chat agents who can get in touch with you via the live chat function.
Caribbean Plaza, 2nd Floor, North Building
878 West Bay Road
Grand Cayman
KY1-1003
Cayman Islands
Commissioned data processing.
Mindpearl Ltd. employs the live chat agents who can get in touch with you via the live chat function.
Genesys Telecommunications Lab. GmbH
Joseph-Wild-Strasse 20
81829 Munich
Germany
Commissioned data processing.
Genesys Telecommunications Lab. GmbH provides the software linked with Cognigy that allows the agents to chat with you in the live chat.
Cognigy GmbH
Speditionsstrasse 1, Sign Building
40221 Dusseldorf
Germany
Commissioned data processing.
Cognigy GmbH provides the NLP, which stands for Natural Language Processing and describes techniques and methods for the machine processing of natural language. These data are hosted on Cognigy servers and are not shared with third parties.
Meta Platforms Ireland Ltd. (Facebook)
4 Grand Canal Square
Grand Canal Harbour, Dublin 2
Ireland

Commissioned data processing.

Meta Platforms Ireland Ltd. provides the Facebook Messenger service and thus the communication channel via which you can contact the chat assistant.

How is the situation when you receive our newsletter?

We wish to draw your attention if you have given your consent to receive the newsletter in the newsletter area of our website (this applies until you withdraw your consent or Lufthansa stops sending the newsletter):

Consent is the legal basis for the processing.

Your consent refers to the processing of the following personal data that you have handed over to us voluntarily:

  • Email address
  • Surname, first name, title, gender/salutation
  • Country of origin
  • Preferred newsletter language
  • Preferred airport

The newsletter is sent to your specified email address, based on your consent. The newsletters provide you with information on topics related to Lufthansa and our partner companies.

To personalise our communication, we analyse your usage behaviour in every newsletter, using cookies and similar technologies. This analysis includes for example the opened pages, clicks, reading duration and potential bookings.

The basis for the personalisation of the newsletter is the analysis of the following data:

  • your interaction with the newsletter
  • your master data that you provided voluntarily (departure airport, gender, etc.)
  • your IP address
  • your existing and future bookings

The following systems and technologies are used in our newsletter:

Oracle Responsys
The following data are processed by the Responsys delivery tool for marketing, improvement and legal purposes:

  • delivery of the email
  • opening of the email
  • time of opening and time of the click
  • end device used for opening the email, clicking and booking
  • click behaviour in the email
  • completed booking from the email

Litmus
The following data are processed by Litmus the email marketing tool for marketing and improvement purposes:

  • reading time and reading behaviour
  • place of opening
  • email programme and end device used

These data are stored on a subscriber/customer basis (email address).

Exactag
Exactag GmbH collects, processes and stores data for the purposes of measuring the reach, statistical analysis and improving cost optimisation on this website and its sub-pages. Cookie technology is used to identify your browser. Exactag cookies are only processed in Germany and only contain pseudonymised data.

You can unsubscribe from the newsletter if you do not agree to the use of these technologies and analyses in the newsletter and wish to withdraw this consent. To do so, use the link included in every edition of the newsletter.

Information about Miles & More programme membership.

You can register for the Miles & More programme on our website.

You will find further information about the processing of your personal data as part of the Miles & More programme here.

Information about participation in Lufthansa ID

We would like to make our services as comfortable as possible and offer you a travel experience that meets your wishes and expectations – from your first visit to our website lufthansa.com and to specific other websites and apps provided by us or other companies of the Lufthansa Group, until the end of your trip and beyond. That’s why we offer you the option of setting up a free customer profile via Lufthansa ID that allows you to access a wide variety of personalised services.

Creating a Lufthansa ID profile and providing the data required for it are not legally or contractually mandatory. However, some services are only available to our Lufthansa ID customers. These include, for example, B. the option of receiving personalised flight offers and additional services on our booking platform lufthansa.com, accessing personalised FlyNet offers and in-flight entertainment tailored to you in the future and receiving an enhanced selection of entertainment options. Where contractual purposes are given below as the legal basis for data processing, we cannot fulfil the relevant purposes of the Lufthansa ID without carrying out data processing.

Here below we would like to explain you below how we process your personal data when you create a Lufthansa ID profile.

Registration

We only require your email address and a password when you register for a Lufthansa ID. The country and language settings you entered on lufthansa.com are automatically transferred as the settings for country and your preferred language. This information is required to set up a Lufthansa ID profile and to use the services of Lufthansa ID described in detail below.

You are free to complete your Lufthansa ID profile with further information, e.g., your name, gender, address, date of birth, further contact details and mobile phone number, or flight preferences such as your preferred seating or departure airports. We also use this information to provide the Lufthansa ID services described below.

Personalised use of websites and apps

When you visit our websites or and apps, you should be able to find and use the information relevant to you more easily and quickly. That’s why we offer you the option of registering with your Lufthansa ID for certain websites and apps offered by us or other companies of the Lufthansa Group, so that every service you wish to use is already personalised and you do not have to set up a new user account every time. Personalisation may consist of greeting you by name when you access the relevant website/app, for example, or providing you information about your current flight booking and/or pre-filled forms.

If required in individual cases, we process the data stored in your Lufthansa ID profile so that you can log in with your Lufthansa ID and to personalise the content you access on the website/app. We will inform you in detail about the nature and extent of personalisation, the data processing required for this and the potential recipients of your data when you access the website/app.

Certain data that you provide when logging into a website or in an app and which are not already stored in your Lufthansa ID profile, may be linked to your profile. These will also be available in future for the purposes of your Lufthansa ID (in accordance with the regulations in effect at that time). Depending on the individual case, this may include the following data categories: (i) master data that you enter in forms, (ii) preferences, e.g., preferred destinations which you expressly state you would like to be stored as preferences in your profile and/or (iii) flights that you enter in the website/app manually. If applicable, you may also be informed in advance on the website/app about data recovery.

The “Stay logged in” function

When you are logged into websites or apps, you have the option of activating the “Stay logged in” function. This means that you do not have to log in again after ending your session and when you visit the website/app again later. 

We use cookies for this purpose. You will therefore be recognised automatically when you visit the website/app again.

You will be asked to login again after the “Stay logged in” function has expired. You will always be asked to log in again if you carry out activities that require a higher degree of security, for example when you change your profile data. Of course, you can use the website/app without logging in if you do not want to register. In this case, the content that you access is no longer personalised, unless you then provide certain data manually (e.g., your current flight booking) to receive specific information about your flight. In this case the data you enter manually are not linked with your Lufthansa ID profile.

Personalised booking process

We would like to make your use of our services as convenient and efficient for you as possible by personalising the booking process. We therefore process the data from your previous bookings and any preferences in your profile. This enables us to display the corresponding options immediately in the booking process and/or use the relevant default settings. This allows you to book and rebook flights and additional services more quickly, without first having to search for the ones that interest you among the wide variety of offers.

Specifically, we process your personal data for the following purpose:

  1. The three most frequent flights

    When you use our booking portal to search for flights and enter the data for your desired flight in the search screen (departure and destination airports, dates of travel), we process these data and the information about previous flight bookings stored in your profile to show you the likely three most interesting flights for you as a recommendation at the top of the search result list. If, for example, you have already booked flights to the destination airport entered in the search screen, we will show the same or similar connections as a recommendation at the top of the search results list. You can then select a similar connection again without having to search through all the suggestions. Of course, you can also select a different connection from the alternatives shown below the recommendations.

  2. Standard travel class

    The flight search engine searches for flights in Economy Class by default. It is necessary to change this setting in the search screen to find flights in another travel class (e.g., Premium Economy or Business Class). We will adapt automatically this default setting to your preferred travel class to save you this step and immediately include this in your flight search. We process information stored in your Lufthansa ID profile about previous flight bookings or potential preferences about the travel class to do so. Of course, you can select a travel class different from the one we have pre-set and adjust your search settings.

  3. Pre-selection of the recommended fare

    There are various fare options available within each of the travel classes (e.g., Economy Light, Economy Classic and Economy Flex). To make your choice easier and speed up the booking process, we make a pre-selection based on your preferences and recommend you a fare. This has the advantage that you can proceed with your booking quicker by simply clicking on “Continue”. Of course, you can choose a different fare if the pre-selected fare does not meet with your requests. To do so , first click on this fare offer and then continue the booking process by clicking on “Continue”. We will recognise your preferences using the information about your previous flight bookings and/or fare preferences stored in your profile.

Pre-filled forms

We automatically complete the forms with the data stored in your Lufthansa ID profile to simplify the booking process. This can be data have been provided actively by during registration or added later, or they could be data you provided for a previous booking that we automatically use for another booking. We also use your data that you provided for a booking to pre-fill the forms for online check-in and the self-service check-in machines. The necessary contact information from your profile is also used to pre-fill other forms, e.g., if you take part in an advertising promotion or if you send us customer feedback via one of our e-forms on the website, for example to report a lost luggage or to give feedback on your travel experience.

Storage of previous bookings

All previous bookings you made while you were logged in, or which you added to your profile later, are stored in your Lufthansa ID profile. This allows you to have a clear summary of your previous bookings in future and download and print booking documents and invoices.

In-flight entertainment and FlyNet

Our Lufthansa ID customers can choose from an extensive range of films, music, magazines and much more as part of our in-flight entertainment programme. The FlyNet programme provides also internet access to our Lufthansa ID customers on our flights (against a fee). The free FlyNet portal enables Lufthansa ID customers to call up tips and the current weather report for their destination, shop in the Lufthansa WorldShop and find out about services for their connecting flight.

You need to login to your Lufthansa ID profile to set up our in-flight entertainment programme and the FlyNet services to suit your future wishes. We process your login details (email address and password) during this to identify you as a Lufthansa ID customer.

We will also offer you personalised in-flight entertainment programmes and FlyNet services in future to make it easier for you to choose from the extensive range of entertainment on board and find the information relevant for you. This means you will be first shown information and offers that we believe will be of particular interest for you. Your profile and the chosen preferences are analysed for the purpose of this personalisation.

Subject to your consent, we also use cookies to process information collected about your previous use of these offers to personalise our in-flight entertainment and FlyNet offer.

Personalisation of additional services offers

You will be shown a list of possible additional services for your flight in the booking portal, once you have selected or booked a flight. These can be additional Lufthansa services relating to your flight, e.g., premium meals or upgrades, or additional external services such as rental cars or insurance. We only wish to show you additional services that are relevant to you. We therefore arrange the advertisements in such a way that the ones that are likely to be of most interest appear at the top of the list. We will therefore show you at the top of the list additional services that would be a beneficial addition to the flight you are looking for or have already booked, and/or in which you have already demonstrated an interest in the past. Offers in which we assume you have less interest are then shown further down.

To do so, we process data about the flight you selected or your upcoming flight and data stored in your profile about additional services previously booked. Let’s assume that you have already booked a flight and are logging in once more. In this case, we process the booking information stored in your Lufthansa ID profile to determine which additional services are available for your next flight and may be of interesting to you, since they are not yet included in your booking or have not yet been bought by you.

We do not create a comprehensive profile for this purpose. In particular, we do not combine your above data with other data sets without your consent to carry out a more detailed analysis of your preferences. As far as we process data about your previous purchases of additional services, we also confine ourselves here to data from the previous six months.

Subject to your consent to this, we also analyse your reactions to the additional services provided using cookies, e.g., whether you click on or buy them. This allows us to make continuous improvements to the personalisation of our additional offers.

Personalised advertising communications

When registering or subsequently in your Lufthansa ID, you can give us permission to send you information and individual offers about the services of the Lufthansa Group Airlines and their partner companies. For this purpose we may communicate with you via electronic means of communication (e.g., email, SMS/MMS) and/or telephone).

If you give us the relevant consent, we process your contact data (i.e., name, telephone number and email address) to send you information and personalised offers.

Since we would like to send only you information and offers that are really of interest to you, with your consent, we also process information about bookings stored in your Lufthansa ID profile, e.g., the route, travel period and booking class and about your current booking, such as your destination, the fare chosen and preferences in your Lufthansa ID profile. We use these data to personalise information and offers. We analyse the information about your upcoming trip and may then send you special offers or vouchers for additional services for your journey or services available at your destination.

You have the right to withdraw your consent at any time. You may also withdraw your consent to advertising communication in your profile for individual areas (e.g., for the email newsletter only). You can find further information about your right to object in the section “Information about your right to object under art. 21 GDPR”. The withdrawal of your consent does not affect the lawfulness of any processing carried out based on this consent until such consent was withdrawn.

Profile settings and storage duration options

You can use your profile settings to specify which of your data we may process. For example, you may decide whether you wish to record further data in your profile, e.g., certain preferences, in addition to the data required for registration, so that we can process these data for the purposes stated above.

By adjusting your communication settings, you can also decide for yourself the extent to which you wish to receive information and individual offers from us.

You can delete your Lufthansa ID profile at any time, if you no longer would like to make use of the Lufthansa ID services. You can delete your Lufthansa ID profile at any time if you no longer would like to make use of the Lufthansa ID services.

You can delete your Lufthansa ID profile and any individual data provided by you within your Lufthansa ID profile.
If you do not confirm your registration by the deadline given in the confirmation email, or if we have sent you a confirmation email with an activation link more than three times and you do not confirm activation, we will also delete your temporary Lufthansa ID profile. Membership of the Miles & More programme and linking it with your Lufthansa ID

Membership of the Miles & More programme and linking it with your Lufthansa ID

If you are also registered for the Miles & More programme (“Miles & More”), we kindly ask you to link your Lufthansa ID profile with your Miles & More account (“linking”). This is the only way we can ensure that you receive only information you want and that your profile data is not contradictory.

You choose to link them by giving your consent. If you give your consent, the data will be linked. This is explained further below.

Specifically, the data you store in both accounts when you make this link are synchronised/used as follows:

  • The master data (e.g., surname, first name, address, telephone number) you provided voluntarily during registration or at a later point are compared. If this does not match, the name and date of birth from your Miles & More account will be used automatically. You will be asked to make a selection for all other data.
  • Other data such as your passenger seat and other preferences are compared with one another – if the corresponding information is present in both accounts. You will be asked to select one version if this information does not match. If these data are stored only in your Miles & More account, the data from your Miles & More account will be added automatically to your Lufthansa ID profile. If these data are stored only in your Lufthansa ID profile, the data from your Lufthansa ID profile will be added automatically to your Miles & More account.
  • Payment details from your Miles & More account will be added to your Lufthansa ID profile. For technical reasons, the payment details from your Lufthansa ID profile are discarded when you linked your accounts. You can then change your payment details at any time via the profile/account management function.
  • Your booking summary from your Miles & More account will be added to your Lufthansa ID profile. If there are current bookings in both your Lufthansa ID profile and your Miles & More account at the time of the link, only the current bookings from your Miles & More account will be shown for technical reasons. Bookings that are no longer visible in the booking summary in your Lufthansa ID profile, can always be added back manually at any time. Please note that this does not change the binding nature of the bookings that are no longer visible after the link.

We use the linked data for the purposes stated above when you give us your consent to link accounts.

Since you have the option of giving your consent to advertising communications in both accounts and we want to contact you only if you actually want us to do, these communication settings will also be synchronised when you link your accounts. In this way we will only contact you if you have given your consent to this in both your Lufthansa ID profile and your Miles & More account. Note: If you give or withdraw your consent after having linked accounts, this will apply to both accounts.

You have the right to withdraw your consent at any time. The withdrawal of your consent does not affect the lawfulness of any processing carried out based on this consent until such consent was withdrawn. You will find further information about your right to object in the section “Information about your right to object under Art. 21 GDPR”.

Star Alliance Biometrics

Star Alliance Biometrics is a product of Star Alliance that allows voluntary biometric identification (facial recognition) of the passenger at the airport. Lufthansa currently offers the use of biometric services at the following access points: boarding.

Deutsche Lufthansa AG is responsible for the processing activities described below.

Lufthansa processes the following personal data: 

  • We transmit your Miles & More membership number and your name in encrypted form from the Lufthansa app to the Star Alliance Navigator app for registration with Star Alliance Biometrics. Your consent is required in accordance with art. 6(1)(1)(a) GDPR.
  • Star Alliance is responsible for the further registration. Please read the Star Alliance Privacy Policy for further information about registration.
  • Your Miles & More number and your boarding pass data are transmitted to Star Alliance to create a specific daily identification file (“Gallery of the Day”). For registered users, this is done based on their consent under Art. 6(1)(1)(a) GDPR; for potential users with a Miles & More number this is done to ensure a smooth process in accordance with Art. 6(1)(1)(f) GDPR.
  • A short video sequence is recorded at access points/devices operated by Lufthansa at the airports that are fitted with integrated biometric services from Star Alliance Biometrics. A photo is extracted from this and it is used to identify you.
    For registered users this is done based on their consent under Art. 6(1)(1)(a) GDPR; for unregistered users this is done to ensure the process operates smoothly and complies with Art. 6(1)(1)(f) GDPR.

Categories of recipients

  • Lufthansa uses IT service providers which have been placed under a contractual obligation in compliance with the GDPR. 
  • Lufthansa forwards the data to Star Alliance.

Duration of data storage

  • Your data are deleted at the access points/on the devices as soon as the identification process has been completed or your data have been transmitted.
  • The creation and processing of the specific daily identification file (“Gallery of the Day”) is a responsibility of Star Alliance. This file is deleted in every case two hours after departure.

You can withdraw your consent to the use of biometric identification at any time. Go to the area “Manage profile” in the Star Alliance Navigator app and delete your biometric profile there. The withdrawal of your consent does not affect the lawfulness of any processing carried out based on this consent until the withdrawal of such consent.

You are not legally or contractually required to provide personal data. However, it is required for your use of the product Star Alliance Biometrics.

There is no automated decision-making, e.g., profiling.

Examples of the use of your data with our services

Flight bookings

In principle we process the following personal data about you when you buy an air ticket on our website:

  • title, first name, surname (collectively “master data”)
  • fixed line and/or mobile phone number, email address (for the booking confirmation) (collectively “contact details”)
  • your preferred payment method and associated data, together with the payer’s master data, address and contact details (collectively “payment details”).

It is optional for you to provide us the following data:

  • date of birth
  • nationality and passport details (“identification data”)
  • information about frequent flyers, such as the programme of which you are a member, and your membership number (“frequent flyer data”)
  • your preferred meal
  • “Redress Code” (US Immigration Authorities)
  • PartnerPlusBenefit programme (for companies)

Travel information about your flight

A few days before your departure date you will receive an email with information about your upcoming trip, offers of personalised additional services and any free travel services available. You can object to the sending of the flight preparation email at any time via the link in the travel information relating to your flight.

Check-in services

You will receive a notification as soon as the online check-in for your flight is open so that you can select your seat in good time.
You are shown a link for the online check-in if you access your booking on lufthansa.com or you are logged into lufthansa.com or the Lufthansa app and an upcoming trip is linked with your customer profile.

We will inform you with an unencrypted email that the online check-in for your upcoming trip is open if you have stored an email address in your customer profile and your current booking is linked with your customer profile, or if you provided an email address during your booking. You can go straight to the online check-in for your flight via this email. This access is enabled using an encrypted direct link.

Alternatively, you can provide the following information at the online check-in:

  • frequent flyer data (frequent flyer programme and card number)
  • mobile phone number and/or email address to receive mobile boarding passes and notifications of flight disruptions (emails sent for this purpose are explicitly unencrypted)

Automated check-in

If you have agreed to automated check-in in your customer profile (Miles & More or Lufthansa ID) (default setting with all Miles & More customers), you will be sent your mobile boarding pass automatically for flight bookings completely within the Schengen area and booked no later than 24 hours before departure.

Notifications about flight status and disruptions

You have the option to provide us with a mobile phone number and/or an email address at the time of booking, when you update your booking or in your customer profile (Lufthansa ID or Miles & More) linked with your booking. This will allow us to send you your boarding pass and/or enable you to use the Lufthansa app for your flight. We will inform you (either by SMS/text or unencrypted email and/or in the app) about any changes to the flight status and in particular about flight disruptions.

Additional services for your journey in the Lufthansa app

Personal details

You have the option to store personal data locally on your mobile device in the Lufthansa app. This ensures that the necessary information is pre-filled during the check-in process to make checking in quicker and more convenient.
Travel documents (passports, ID cards, residence permits and visas) can also be entered using the scan function.

The personal data stored on your device is only processed locally in the app and includes:

  • identification data for check-in (type of frequent flyer card, card number, surname and first name)
  • contact details (mobile phone number or email address)
  • data about entry documents (passports, ID cards, residence permits, visas and other types of documents)

Please note that it is not possible to rule out misuse by third persons, e.g., if your mobile phone is stolen. We therefore recommend you protect your mobile phone accordingly, e.g., with a code. Lufthansa explicitly points out that the storage of data is at your own risk and Lufthansa cannot be held liable for any misuse.

Location services and airport maps

We can show you your location in our digital airport maps if you allow the Lufthansa app access to your location (using the app location service settings in the respective operating system). This setting is required so that we can offer you further services based on your location.
We process tracking data to determine your position (dynamic IP address, location data via Bluetooth, Wi-Fi or the GPS function of your device).

Location-related services

With our location-based information, we include your location providing you have consented in your smartphone settings under location service settings of the app in the operating system.

This enables us to send you offers relevant to your location. Processing the movement data of your smartphone in anonymised form also helps us to predict waiting times – e.g., at the security controls.

You location will used only for the purposes stated above.

If you do not want to use our location services, you can deactivate them at any time in the settings in the Lufthansa app.

Feedback

You can tell us your opinion via various channels. You are also free to decide how you would like to communicate with us. You also have the option of sending us data via the feedback form on our website. A further option is communicating with us by letter. You can also use other channels to give us feedback, e.g., your email address, a fax or the Lufthansa app. Please note that your individual feedback may be used for training and quality purposes.

  • In individual cases, we may ask for a copy of your official photo ID for your protection and to identify you explicitly if your message includes a request for financial compensation.