Great look at how German airline, Lufthansa, prepares for medical emergencies that may arise during flights.
On a Lufthansa flight, making a public call for any medical professionals on the plane is a last resort. The airline prefers to be far more discreet. After all, does the whole plane always need to know that somebody on board is having a problem? To accomplish this, Lufthansa launched the Doctors on Board program for physicians.
Doctors on Board allows Lufthansa to identify doctors long before an emergency occurs. By doing this, the cabin crews can personally and discreetly summon the doctor if their skills are needed during a flight. In order to find doctors who could potentially participate in this program, the airline scoured the data from its Miles and More frequent flier program. By doing this, Lufthansa was able to identify 15,000 doctors who regularly fly the airline. Of those, 10,000 opted to join the program.
That is the definition of great customer service.