Lufthansa Airlines Digitalizes Cabin Inspections

The condition of an aircraft’s cabin is a decisive factor in passengers’ travel experience. That’s why technicians conduct regular checks to ensure all seats are clean and all fixtures, such as tray tables, function flawlessly. Lufthansa Airlines has now digitalized this process at its Munich location, by introducing the Centeract Issue App from Lufthansa Industry Solutions (LHIND). This convenient tool enables technicians to record defects using a tablet, document them in the cabin layout and upload photos. The app also makes it possible to track further processing steps and generate reports.

The Customer

Lufthansa Airlines is one of Europe’s largest carriers and is part of the Lufthansa Group, headquartered in Frankfurt am Main, Germany. Its fleet of 325 aircraft transports around 30 million passengers per year to their destinations. Lufthansa Airlines employs roughly 65,000 people and generated revenue of €29.69 billion in 2024.

        At a Glance – LHIND Services for Lufthansa Airlines:

        
                Requirements analysis
Process consultancy
Project management
Introduction of the Centeract Issue App
Preparations for future networking with the AMOS maintenance system and integration of external service providers
User tests and employee onboarding
Continuous operation of the solution as Software as a Service (SaaS)

            
    

A man is standing at a seat in the airplane cabin, holding a tablet in his hands. On the tablet, you can see the seat as if through a camera.

The Challenge

The conventional inspection process for aircraft cabins relies on paper-based documentation. Visible defects are recorded separately using a digital camera. This means that all information must then be manually transferred into existing systems. This process is time-intensive, error-prone and often results in unclear prioritization of issues. It lacks transparency and does not permit real-time communication, which hampers coordination between internal teams and external service providers.

In light of this, Lufthansa Airlines identified the need for a faster, more precise and collaborative system.

The Solution

        Technologies and Tools Used

                Centeract Issue App
Software as a Service (SaaS)

The Centeract Issue App is part of the modular Centeract platform, which makes it possible to create digital assistance systems for use in various areas. When it comes to cabin maintenance at Lufthansa Airlines, the cabin layout is entered into the app so that technicians can move through the cabin, tablet in hand, to check armrests, screens and tray tables. If a technician identifies an issue, they specify the location in the cabin layout and raise an “issue”, document the problem and upload an image. The current status of individual issues can also be tracked in the app.

While the Centeract Issue App maps out standard processes, it can also be configured to reflect individual workflows. The app supports offline use and synchronizes data when the device next establishes a network connection. Consequently, the app can also be used in areas without a reliable network connection.

The planned next step is to integrate the Centeract Issue App with AMOS (Aircraft Maintenance Operation System) – the Lufthansa Group’s established maintenance system. This will create a seamless end-to-end process, from defect detection through automated transmission to feedback on completed repairs. Service providers can also be integrated into the process. Furthermore, there are plans to add augmented reality (AR) functionality, which will enable users to locate and record issues in the cabin directly using the camera image.

Customer Benefits

Introducing the Centeract Issue App marks an important milestone for Lufthansa Airlines on its journey to digital cabin maintenance. The tool has significantly optimized inspection processes, which were previously time-intensive, unstructured and error-prone. Structured recording and pinpoint defect documentation has increased both transparency and the speed of issue resolution. That’s not to mention the simple and swift reporting process, which supports collaboration and provides a precise overview of the current status and progress of cabin inspections.

        At a Glance: How Lufthansa Airlines Benefited from the LHIND Solution:

                Shorter inspections
Faster issue resolution
Higher quality and transparency
Improved planning and prioritization of technical measures
Optimized communication and collaboration, both internally and with external service providers
Higher user satisfaction thanks to simple and swift reporting

“We were particularly impressed by the close collaboration with the LHIND team. They didn’t just understand our requirements; they worked with us to refine them. The Centeract Issue App has markedly improved our procedures – and the plans for AMOS integration represent an important step towards a fully digitalized end-to-end process.”

Daniel Hofmann
Group Senior Fleet Manager Cabin, Lufthansa Airlines