Lufthansa’s sleek new first-class check-in sparks backlash from elite flyers
Lufthansa has opened a new premium check-in area for first-class passengers at Frankfurt Airport. The redesign aims to modernise services but has already faced criticism from frequent flyers. The updated space includes private changing cabins, waiting lounges, and work zones. However, some elite travellers have called the area 'cold' and 'uninviting' compared to the previous classroom setup. Fraport AG led the redesign of the check-in process as part of Lufthansa’s wider modernisation push. Alongside the new check-in area, upgrades include refreshed seating, improved in-flight meals, an updated app, and AI-assisted call centres. Yet, key changes have frustrated loyal customers. Elite passengers must now take their own news to the baggage belt after check-in and use self-service bag drops. Lufthansa defended the move, stating staff remain available to help with baggage when needed. The airline has also switched its Miles & More credit card programme to Deutsche Bank, promising 'attractive new benefits'. However, complications have emerged, including delays in Deutsche Bank’s asset verification and technical issues with the Lufthansa and credit card apps. Meanwhile, service problems extend beyond Frankfurt. In Berlin’s Senator Lounge, broken drink dispensers have gone unrepaired for weeks, adding to travellers’ dissatisfaction. Despite the changes, first-class and HON Circle passengers still retain access to the exclusive First Class Terminal, where full service continues as before. The new premium check-in area reflects Lufthansa’s push for modernisation, but early feedback highlights frustrations. Self-service baggage handling and app-related issues have drawn complaints, while some lounge facilities remain neglected. The airline insists improvements will enhance the overall experience, though adjustments may still be needed to address passenger concerns.
