THE COMPANY
The Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. With 96,677 employees, the Lufthansa Group generated revenue of EUR 35,442m in the financial year 2023.

THE OBSTACLE
The Service Manual is a manual the Lufthansa Group provides to all of its ground crew members and service providers, for some of them this is the only and most important touchpoint with the company. But right now, it lacks the soul of the company.

THE TASK
Turn the service manual into something less factual and more engaging. So that partner service agents feel they’re invited, appreciated and belong, and all the airlines under the roof of LHG feel Sense of community and shared values across the group airlines at each location