Lufthansa Group Enhances Customer Experience with Personalized Services Through Amadeus Nevio’s Advanced Technology

Published on January 7, 2026

In a groundbreaking development for the airline industry, Amadeus has been chosen as a strategic technology partner by the Lufthansa Group, marking a significant step in the digital transformation of the airline sector. This partnership will see the Lufthansa Group adopting Amadeus Nevio, an advanced modular solution, to streamline operations and offer more personalized services to travelers. The Lufthansa Group, which includes renowned airlines such as Austrian Airlines, Brussels Airlines, Lufthansa, and Swiss, is looking to enhance its service offerings and operations by leveraging these state-of-the-art technologies.

The Amadeus Nevio system represents a new era for airlines, providing flexible core technology that allows each airline within the group to transition and adopt new systems at their own pace. This modular approach offers nine airlines within the Lufthansa Group the opportunity to tailor their solutions based on specific needs and operational challenges. As part of this collaboration, Amadeus will introduce Delivery Management, a transformative module that will redefine the passenger experience by enabling data-driven systems that facilitate smoother, more personalized services and optimize operations.

A key element of this innovation is the focus on personalized retail services. Lufthansa Group is set to combine its own content with that of its partners, delivering personalized offers to passengers throughout their entire journey. Amadeus’ Product Catalogue and Stock Keeper will help expand the Lufthansa Group’s offerings, providing an accurate and real-time view of product availability. This will ensure that tailored offers are presented to travelers, enhancing their experience and satisfaction.

Another core transformation is the shift towards a single order-based system, replacing the traditional methods of handling tickets and Passenger Name Records (PNR). Amadeus’ Order Management system is at the heart of this change, designed to manage the entire traveler journey in one unified order, from flights to ancillary services and third-party offerings. This move is in line with IATA’s Order standard and aims to revolutionize airline retailing, creating a more seamless and efficient process for both travelers and airlines. The centralized order management will provide a single record to handle all purchases, simplifying the process for customers and supporting the overall digitalization of the airline industry.

Furthermore, Lufthansa Group is set to be the first airline group to implement Amadeus’ Delivery Management, a module that will significantly enhance the traveler experience and optimize flight operations. This innovative system includes capabilities like a digital Journey Pass and fulfillment tracking, ensuring that passengers are recognized at key points in their journey. Additionally, it will facilitate more intuitive disruption management, allowing airlines to offer personalized services even in the event of delays or operational issues. These advancements will contribute to a smoother, more connected experience for passengers, providing a level of convenience and service that has yet to be seen in the airline industry.

The adoption of these solutions marks a transformative shift in how airlines operate, offering greater flexibility, efficiency, and personalization. With Amadeus Nevio, Lufthansa Group is leading the way in the airline industry’s digital evolution, paving the path for future innovations that promise to enhance both operational performance and customer satisfaction. This partnership sets a new standard for how technology can be leveraged to meet the ever-evolving needs of today’s travelers.

In conclusion, the partnership between Amadeus and Lufthansa Group marks a pivotal moment in the digital transformation of the airline industry. By adopting Amadeus Nevio and its suite of advanced solutions, Lufthansa Group is not only enhancing its operational efficiency but also setting new standards for personalized customer service. The integration of modular technology, personalized retail options, and a unified order management system will revolutionize the way airlines interact with passengers, offering a seamless and tailored travel experience. With the introduction of Delivery Management, Lufthansa Group is poised to become a trailblazer in leveraging data-driven systems to optimize both flight operations and customer satisfaction. As the airline industry continues to evolve, this collaboration represents a significant leap forward in the ongoing quest for innovation and improved passenger experiences.