Lufthansa Airlines CEO Jens Ritter has recently decided to join cabin crew as a flight attendant for a day, to gain more insight into what working aboard the airline’s aircraft is like.
In a recent LinkedIn post, Ritter described his experience, challenges and learning moments, serving passengers heading to Riyadh and Bahrain. “I have been working for the Lufthansa Group for many years. But I have never had the opportunity to work as part of the cabin crew. And honestly, that was so interesting and also challenging!”, the CEO explained.
Sometimes, you need to change perspectives in order to gain new insights! I was astonished how much I learned in these few hours. Deciding things in the office will be different after really feeling the decisions on board.
Jens Ritter, Lufthansa Airlines CEO
Ritter served passengers in business class on the way to Riyadh and in economy on the way back to Frankfurt. The return flight was overnight, which the CEO admitted was a lot more challenging than he expected, especially having to adapt his approach to the different energy of each guest. “I used to fly as a pilot and so I thought I knew about the challenges a flight during the night entails. But to be present and attentive and charming – when the biological clock just tells you to sleep – was something entirely different”, Ritter wrote, adding that, despite the challenges, he “enjoyed every moment”.
He went on to confess he was “amazed” by how much work flight attendants have to do and organise, especially having to solve issues that arise from planning mishaps before the plane takes off. On his route, for example, the meals loaded on the aircraft for the flight were not the ones passengers had on their menus.
Replying to a comment from another user asking him what specific actions he is going to take as CEO after this experience, Ritter said the delivered food mismatching the one on the meal cards will be the first thing to be fixed. He also added that “the aviation industry suffers and as a whole system we will have to fix that in order to regain the full trust of guests (and crews alike)”.
Ritter is not the first airline CEO to take a more hands on approach. In May 2023, KLM’s executive Marjan Rintel joined cabin crew on a flight from Los Angeles to Amsterdam. Rintel had also made headlines just a few months prior for speaking up against flying whenever a train alternative is available.
