Balance 2015 ENG - Stakeholder dialogue

The basis for the dia- logue with stakeholder groups on the subject of sustainability is the present report, Balance, which provides com- prehensive information about activities and advances in the area of corporate responsibility at the Lufthansa Group. In 2014, the Company also carried out a qualitative stakeholder survey, which pro- vided important impulses for the further development of its sustainability agenda. Below is a selection of activities in 2014/15: Customers The continuous dialogue with its customers is a central concern for the Lufthansa Group (see page 62, Customer satisfac- tion). A key function in customer relations care is carried out by “Discover Lufthansa”, the visitors’ service in Frankfurt, the Company’s largest location. Aimed in part at top German and international customers, its offers also include tailor-made visitor programs for the Lufthansa partner universities, people living near the airport, citizen’s initiatives, associations and research institutions. In 2014 alone, the Lufthansa visitors’ service organized 481 events for 4,833 guests. The Group airlines Lufthansa Cargo, Swiss and Austrian Air- lines offer their own visitors’ services. Fur- thermore, Swiss conducted a passenger survey in 2014 to assess the potential of “green products” such as carbon emissions offsetting as a meaningful way to expand its current offers. Also in 2014, the Lufthansa Group took part once again in “Kunst privat!”, an initiative in which over 30 companies in the federal state of Hessen make their private art collections public for two days each year. In this context, the Lufthansa Aviation Center in Frankfurt opened its doors on 10 and 11 May to visitors inter- ested in art and architecture. Stakeholder dialogue The Lufthansa Group actively seeks an ongoing exchange with its numerous stakeholder groups with the goal of incorporating their experiences, expecta- tions and wishes into its business practices and principles. Besides customers, employees, shareholders and suppliers, the aviation company’s stakeholder list includes legislators, municipalities, neighbors, NGOs and scientific researchers. The Lufthansa Aviation Center at Frankfurt Airport was inaugurated in 2006. It is also a venue for works of art – which many art and architecture enthusiasts came again to admire in 2014 in the context of “Kunst privat!” Sustainability Report Balance // Issue 2015 // Lufthansa Group // 23

Seitenübersicht