Embarking on an extraordinary venture to gain fresh insights, Jens Ritter, Lufthansa’s CEO, took on a flight attendant’s uniform to immerse himself in the dynamic realm of cabin crew. Ritter’s firsthand account of his experience as a flight attendant illuminates the often-overlooked intricacies and challenges of the job.
Shared on his LinkedIn account, Ritter’s transition from the executive suite to the airplane aisle came alive through his role as an “additional crew member” on a Lufthansa flight bound for Riyadh and Bahrain. In his post, he acknowledged his many years within the Lufthansa Group but noted that working as part of the cabin crew was an eye-opening experience.
Reflecting on his adventure, Ritter shared, “The journey was remarkable. I was truly astonished by the level of organization required, especially when things deviate from the plan—like when the meals listed on the menu cards didn’t match what was loaded onboard.”
While passengers bask in the luxuries of air travel, the tireless efforts of flight attendants often remain hidden. Ritter’s stint as a flight attendant allowed him to appreciate the meticulous organization and adaptability necessary to meet diverse passenger needs at 33,000 feet above the ground.
Ritter’s role reversal exposed him to the intricate nuances of personalized guest service, especially during long-haul flights that disrupt biological clocks. “Being present, attentive, and engaging when your internal clock insists on sleep was a unique challenge,” Ritter admitted, drawing parallels from his pilot experiences.
The CEO’s immersion into the cabin crew garnered enthusiasm from the flight attendants, who embraced him as part of the team. He contributed hands-on assistance to passengers in both business and economy classes. Expressing gratitude for this opportunity, Ritter acknowledged that his brief time as a flight attendant instilled valuable lessons that would shape his decision-making in the corporate world.
“In those few hours, I learned more than I expected,” Ritter confessed. “Making decisions in the office will carry a different weight after experiencing the outcomes onboard.”
Transitioning back to his CEO role, Ritter identified the need for industry-wide improvements. He acknowledged challenges such as staffing shortages, disrupted supply chains, and aircraft availability. Ritter pledged to address these issues, aiming to foster an environment where airline staff feel recognized, valued, and psychologically secure.
“The aviation sector grapples with staffing shortages, supply chain disruptions, aircraft availability, and more,” Ritter acknowledged. “Addressing these challenges would significantly alleviate their roles. Furthermore, I believe that people enjoy their work when they feel valued, acknowledged, and psychologically supported. This is another aspect I’m dedicated to improving!”
Amidst unprecedented challenges faced by the travel industry due to global events, Ritter’s firsthand encounter as a flight attendant serves as a poignant reminder of the untiring efforts behind comfortable and safe air travel. His journey from the boardroom to the cabin underscores a commitment to empathy and a willingness to confront the realities of the industry head-on.