DLH_Balance_2016_ENG

Customers Customer surveys worldwide Regular ascertainment of Net Promoter Score (NPS®, see page 65) InTouch Service Center at seven locations on four continents ensure Visitor service “Discover Lufthansa” assumes important function of customer care at largest location, Frankfurt. Made-to-measure programs for German and international top customers as well as airport neighbors, associations, research institutions and partner universities of the Lufthansa Group Visitor services also at Lufthansa Cargo, Swiss and Austrian Airlines Communications in the social media channels further expanded Employees First Group-wide employee survey “involve me!” (see page 90) 2nd HR Action Days (see page 15) Realignment of internal Group media: With the product group “One” a new media architecture was developed for the Lufthansa Group and implemented at the beginning of 2016. This includes the monthly maga- and “Connection One” (community on social intranet) Continuation of the dialogue series “Speaking openly ...” with the Lufthansa Group’s CEO at varying Company locations and live transmission on the intranet Continuation of the event series “Airline Dialogue” Continuation of the dialogue series “Breakfast with the Executive Board” in different business segments Live chats and dialogue events for different employee groups and managers New event format “Market conferences” established; three dialogue events East and North/South America regions Shareholders, investors and analysts Continuous and intensive shareholder dialogue Four quarterly conferences and 30 road shows Participation in 18 conferences for institutional investors and in three forums particularly aimed at private investors Two issues of “Aktionärsinfo” (“Shareholder Info”) again published for private investors In addition to annual and interim reports, the capital markets are informed and speeches as well as current news and relevant dates can be consulted at www.lufthansagroup.com/investor-relations Lawmakers and public administrations Continuous and intensive exchanges with representatives from politics and administrations as well as participation in numerous events and panel discussions “Policy Brief” and “Aeropolitics” are published by the Lufthansa Group and Swiss respectively to inform decision-makers in politics, media and business about developments in the aviation industry and topics related to aviation policy Science and research Expanded support for climate research in the IAGOS project Participation of Lufthansa Cargo in “Green Logistics” research project from has been published) Center (DLR) (active noise protection) Participation of Swiss in the two-year study conducted by ETH Zürich and St. Gallen University (HSG) on the development of air, ground and land transport up to 2050 Participation in the broadly-designed study on noise effects, NORAH, 4th Cargo Climate Care Conference in Frankfurt (dialogue event with about 150 representatives from the logistics industry, science and politics), during which customers and employees were honored with the Cargo Climate Care Awards Participation in aviation cluster “Hamburg Aviation” to promote business location and interlinked research as well as development of high-quality products and services Center for Applied Aviation Research was opened in March 2016 with participation of Lufthansa Technik Participation in discussion forums on the topic of alternative fuels NGOs Active dialogue Support for different aid projects Participation in the dialogue forum #CSRhumanitär Neighbors and local communities Regular discussions with representatives of state governments, mayors and neighboring municipalities at the Lufthansa Group’s hubs Participation in the forum “Airport and Region” in Frankfurt and in “Dialog- forum Wien” in Vienna Since May 2015 LSG Sky Chefs has been a member of “LEEN 100” improved CO2 values in the Rhein-Main area “Environmental Pact Bavaria”. Its goal is to give incentives to sustainable development and continuous improvement of corporate environmental pro- tection in Bavaria Participation of Lufthansa Technik and LZ-Catering in “Environmental Part- nership Hamburg” and of Lufthansa Technik in Frankfurt in “Environmental Alliance Hesse” The most important stakeholder activities 2015/16 at a glance

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