Lufthansa’s Chief Executive Officer (CEO), Jens Ritter, recently took on a unique role as a cabin crew member for the airline. In an effort to gain new insights and better understand the challenges faced by the crew, Ritter worked on both business class and economy class flights between Riyadh, Bahrain, and Frankfurt. He shared his experience on LinkedIn, where he posted pictures of himself in the traditional crew uniform.
Ritter described his time as cabin crew as a “challenging” but “enriching and powerful experience.” He emphasized the importance of putting oneself in someone else’s shoes and how it can lead to valuable insights. The CEO admitted that his perspective on the decisions made within Lufthansa will be different now that he has firsthand experience of what the crew goes through on board.
During his time as cabin crew, Ritter was amazed by the level of organization required, especially when things didn’t go as planned. One example he mentioned was the mismatch between the meals listed on the menu cards and the ones actually loaded on board. However, he assured that this issue has been resolved internally.
Working on an overnight flight proved to be particularly challenging for Ritter, despite his background as an Airbus A320 pilot. He acknowledged the difficulties faced by the overnight crew, who had to remain present, attentive, and charming despite their internal clocks telling them to sleep.
Ritter thoroughly enjoyed his time looking after the passengers, finding it fascinating to address each guest’s individual needs and navigate their different energies. He praised the crew for their exceptional teamwork and how they welcomed him into their team.
Ritter’s experience can be likened to the concept of the popular reality TV series “Undercover Boss,” where company executives work anonymously within their own companies to gain insights into the inner workings of various departments. His LinkedIn post received a positive response, with many users expressing curiosity about improvements he would like to see for the crew. Ritter mentioned that stability, reliability, and addressing challenges such as staff shortages and broken supply chains would make the crew’s job easier. Additionally, he emphasized the importance of creating a work environment where employees feel seen, appreciated, and psychologically safe.
Overall, Ritter’s venture as cabin crew offers a unique and valuable perspective that will inform his decision-making as CEO of Lufthansa.
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