Lufthansa Cargo is expanding its range of individually bookable additional services for customers with the new Add-on Service “Emergency”. The service is tailored for highly critical shipments, both planned and unexpected, that require the highest transport priority and dedicated handling throughout the entire journey. Examples include urgently needed spare parts and machinery, as well as life-saving pharmaceuticals and medical samples, for which reliable transportation and guaranteed uplift must be ensured.
The Add-on Service Emergency is available across the Lufthansa Group network at more than 200 stations worldwide. Customers benefit from the highest transport priority with this service and can book it even at short notice, up to the respective Latest Acceptance Time (LAT). The maximum cargo capacity on the booked flight can be utilised.
Personal support around the clock
Shipments booked with the Add-on Service Emergency are clearly identified and subject to enhanced monitoring throughout the entire transport chain. Additional dedicated monitoring is provided at Lufthansa Cargo’s hubs in Frankfurt, Munich, and Vienna. In Frankfurt, shipments are handled around the clock via the time:matters Courier Terminal in Cargo City North. Its direct access to the apron and dedicated handling processes enable particularly short transfer routes and support fast, prioritised handling.
Dedicated customer service is available 24/7 in both English and German. It serves as a single point of contact throughout the transport process and proactively monitors the shipment. This allows potential irregularities to be identified at an early stage, and appropriate corrective measures to be initiated when necessary. Lufthansa Cargo’s eTracking service is also available 24/7 via web and mobile app.
Bookable at short notice – now also online
The Add-on Service Emergency can be booked directly via Lufthansa Cargo’s eBooking platform subject to available capacity. If no suitable capacity is available online, the 24/7 Customer Service team and the local Sales representative will assist in identifying tailored transportation solutions and arranging bookings. The Add-on Service is available for the Products General Cargo, Dangerous Goods, Passive Temp Support and Vulnerables, in combination with the td.Flash and td.Zoom speeds.
The Add-on Service Emergency also includes a Money-back Guarantee: if the shipment is not available for collection within six hours after the specified Time of Availability, the guarantee applies in accordance with the applicable terms and conditions.
Six add-on services – easy to book
With the new Add-on Service Emergency, Lufthansa Cargo is further expanding its modular product portfolio. Add-on Services allow customers to complement their bookings with additional services based on the Product, speed, and routing. In addition to Emergency, the portfolio includes “Sustainable Choice” for more sustainable transportation, “Personal Supervision” for the personal accompaniment of valuable artwork shipments, “smartULD” for real-time information on temperature-sensitive shipments, “toDoor” for direct delivery to the recipient’s bonded warehouse, and “Insurance” for additional insurance coverage. Integrating the Add-on Services into the digital booking process makes additional services easier to access while providing greater transparency on availability and pricing.
