Lufthansa Cargo is using AI to automate its booking system.

It developed the software internally to enter booking requests received by email automatically into the airline’s booking system. This is made possible through the use of AI and robotic process automation (RPA). Consequently, requests for the desired route can be processed even faster. Customers then receive a fully automated booking confirmation instantly.

“The majority of direct booking requests are already submitted via our web site or booking platforms,” said Urte Wirtz, head of product management at Lufthansa Cargo. “Nevertheless, our sales teams still receive numerous enquiries in unstructured emails in which shipment data are listed in plain text or other file formats. Until now, these had to be transferred manually into our system.”

Automating this process and entering the data simultaneously into the booking system saves time, particularly at the interface between employees and customers.

“Our forwarders also benefit from automated booking confirmations and faster processing,” said Wirtz. “This increases efficiency and reduces the error rate of incorrectly transferred data on both sides. Numerous automation projects are already being implemented at Lufthansa Cargo. With this new project, we have introduced another time-saving process at the interface with our customers.”

Fewer manual tasks mean the sales teams has more time for personal dialogue with customers.

“This once again demonstrates that we are actively driving the digitalisation of the air freight industry and embracing new technologies,” said Wirtz.

The expansion of the booking process to other product groups is already being prepared.

Lufthansa Cargo has been operating its own AI and automation community within the company for around a year. Experts evaluate and implement potential automation projects. Last year, this resulted in around ten new projects, which are now in the pilot phase or already in regular operation.

These include the introduction of intelligent software for customer relationship management that automatically forwards enquiries to the relevant department or makes automated re-bookings in the event of unforeseen disruptions during transport.

“The technological possibilities offered by AI and RPA ideally complement our digital portfolio,” said Jasmin Kaiser, CIO of Lufthansa Cargo. “Combined with our core applications, such as the revamped booking platform, they offer a wide range of automation potential that we can implement much faster and more efficiently than just a few years ago.”

Through its four cargo hubs in Frankfurt, Munich, Brussels and Vienna, Lufthansa Cargo (www.lufthansa-cargo.com) transports an average of 2500 tons of freight per day. Its airport-to-airport network covers 350 destinations in more than 100 countries. In 2024, the company generated revenues of €3.26bn and a transport performance of 8.5 billion freight tonne-kilometres. It employs 4200 people worldwide.