Lufthansa to provide free coffee and tea to its short-haul flights

Economy class on Lufthansa’s Airbus A321 (Source)

In 2021, Lufthansa removed free drinks and snacks in short-haul economy to save $0.66 per passenger. Currently, passengers receive a complimentary bottle of water, with all other food and drinks available for purchase.

A few years later, Lufthansa is partially reversing this decision for the summer of 2024 by offering free coffee and tea in short-haul economy. All other items, including soft drinks, alcohol, and meals, will still need to be purchased.

European airlines vary widely in their economy service offerings. Some have a complete buy-on-board model, while others, like Aegean, still provide free drinks and substantial snacks in economy.

Why Lufthansa is reversing economy service cuts

Lufthansa is reintroducing free coffee and tea in short-haul economy flights because customer satisfaction scores have significantly dropped in recent years, and the airline aims to improve this.

As a consumer, I appreciate airlines adding back services. The distinction between ultra-low-cost carriers and full-service carriers in Europe has diminished. For example, the difference between flying British Airways and EasyJet in short-haul economy is minimal.

Without considering frequent flyer programs or lounge access, there is little reason for the average short-haul economy passenger to pay a premium for a full-service airline. These carriers no longer offer a truly "full-service" experience.

I understand why airline executives cut services. Choosing a full-service airline in Europe for a free soft drink or snack isn't compelling. Although these perks should be part of a more comprehensive set of benefits, they often aren't. Full-service airlines in Europe generally have less than 30 inches of seat pitch, no seat-back entertainment, and fares that may not include carry-on bags.

It's interesting that Lufthansa executives are now concerned about the airline's declining net promoter score. Should Lufthansa's executives worry about customer satisfaction if the airline is Germany's only global carrier? People usually choose Lufthansa for its schedule or value rather than its service quality. While investing in passenger experience is beneficial, small changes in economy may not significantly impact revenue.

To summarize

For the summer of 2024, Lufthansa is trialing free coffee and tea in short-haul economy. Since adopting a buy-on-board model over three years ago, the airline has only offered passengers a free bottle of water, with other items available for purchase.

While I'm pleased to see some improvements, this is a minor change—a temporary trial offering complimentary "flavored" water from the plane's tanks.

This article was first published on onemileatatime.com