Design, experience and customer retention

I recently attempted to help a family member book a very long distance journey. We settled on Lufthansa.

However and unfortunately, their app and website could not complete the booking.

We then called the airline. They could not book the trip at the posted not small price (still published days later). They offered a 3X $ option, which we declined.

Another airline/alliance was selected for the journey.

LH is not unique in channel pricing conflict. I’ve experienced this on other airlines. Their app should be superior.

That is not the case today.

While navigating Lufthansa’s digital experiences, I encountered a terrible “app” screen, shown below.

The discovery was timely and became my contribution to Luke Wroblewski’s hostile experience league.

Hairballs are easy to create.

Olivier Krueger’s recent Linkedin post: