Lufthansa Group, EVP Strategy, Tamur Goudarzi Pour at the CAPA Airline Leader Summit World 2025

Transcript

Tamur Goudarzi Pour:As for many, for us, the priorities have been, of course, number one, to stabilize operations, to get to a better customer experience, and of course, to work on our strategic commercial topics for the future. Well, of course, for everybody, it's important to reap the best revenue out of the business, and we see a lot of demand there for next year. There are constraints on the supply side, but there's a possibility of still a good single-digit growth rate for next year. And for us, it's important to bring the new offers for the customer in the classical platforms, but also to develop our ancillary business to develop our loyalty business and all the other new revenue potentials that we see as a great chance for our industry. We have an operational model that we have further developed evolutionarily. We call it Target Operating Model 26, and this one will enable us to reap more synergies from the group, to reap more benefits to make us more profitable. But also maintain the strength of all our business units, the unique brands, the unique operations that are run by every hub, but also all the guest-facing relationships are run decentrally by our airlines and in our hubs. Of course, AI is a hype at the moment, but there's also a fundamental shift ongoing and We believe it's not just a fashion, it's fundamentally changing the way we're running our business. So it will help, of course, our staff to analyze, it will help our staff to develop new content, it will help our staff to optimize operations, it will help our staff to also reform the backbone of our administrative functions. So that will definitely affect all levers of our of our group, but also it may change some part of the business model towards new revenue opportunities and lower cost. We believe that, for example, in the early funnel development of what's happening between inspiration, search, booking, distribution, payment, and loyalty, there are new opportunities coming by having conversations with our customers, by having different engagement with the customers through agentic AI, And we will see how this all will play out. It's always a question of customer experience, a question of cost control, and also of control of our destiny, because we have to make sure that we also keep our proprietary data, that we keep ourselves ahead of the curve in terms of technological development. AI will, of course, be checked for every new investment, and there are some new products possible now with a different engagement of the customers. Let's take the example of the conversation to offer packages, to offer new ancillaries to the customer in a different way, in a truly personalized way, something we have promised for many years, but this is something that is possible now. I love to come back every year because first of all we become friends and it's always great to be back. I followed CAPA for many years. I think it's great to meet the colleagues, And it's also a great end-of-year event where we recap a bit of what has happened over the year and already look a bit ahead, like we look at now the AI topic. It's good to see all the colleagues of the industry again this year here in Lisbon with CAPA organizing it. Thank you very much for that.

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