Congratulations on winning Best Business-class Seat in the 2009 GT Tested Awards. How will you continue to offer premium products to business luxury travelers?
As premium carriers, SWISS and Lufthansa must continually raise the bar while demonstrating a consistently high-quality product to customers. Premium service encompasses the entire journey — it does not begin in the air; it starts on the ground. From aircraft hardware to onboard service, from online booking to airport processes, and from ground handling to the arrival at the final destination, every element must reflect premium quality and dependable consistency.
The merging of Lufthansa and SWISS has created the second-largest partnership since Air France and KLM. How will this expand your international network and affect European competition?
Both airlines bring distinct strengths and loyal customer bases. Lufthansa is a large-scale network carrier with a broad product offering, while SWISS operates with a more intimate, boutique approach. Think of SWISS as a boutique where staff know the regular customers and their preferences, and Lufthansa as a department store that offers a wider range of choices and opportunities.
As travel to and from Asia grows, competition will increase not only in Asia but also from carriers in Russia and other regions. Our direction can either be to merge European brands into a single entity or to preserve the variety across the continent. We prefer a model that gives passengers flexibility: a multi-hub, multi-brand system that lets travelers choose the best route and hub for their needs when traveling from point A to point B.
What led you to the airline industry?
My childhood involved frequent moves — about 25 times — which taught me to be outgoing and adapt quickly to new environments. Those early experiences also meant I became restless once things settled, always looking for the next challenge.
After finishing university, I applied to work for Lufthansa and then took a role as head of marketing at a car rental company. I reconnected with Lufthansa; after three years of partnership, my company became their preferred car rental provider. That relationship led Lufthansa to offer me a position in their product and service department, which I accepted enthusiastically.
My first experience in first class came in 1996. At that time, we presented passengers with a small rose as a symbol of first class; many didn’t know how to handle the flower, tucking it between seats or into pockets. That observation inspired a simple, practical idea: install a small vase on the armrest to secure the rose. It was a small detail that improved the experience.
The airline industry is unique: complex, passionate, and highly emotional. I value being part of such a dynamic business and remain committed to improving the travel experience for our passengers.