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  • Dell Services delivers flexible, scalable solution combined with on-site and offshore industry expertise
  • Lufthansa benefits from seamless software updates, shorter response times and real cost efficiencies

Dell today announced that it has won a five-year services contract with Lufthansa, the largest airline in Europe. Dell will provide maintenance and support for the front-end of Lufthansa’s ticketing and reservations passenger booking system which not only ensures that any issues with the booking system are dealt with quickly and effectively but will also deliver significant cost savings.

More than 10,000 operational staff utilise the booking system at Lufthansa which allows them to rapidly respond to the needs of customers and ensure the provision of consistently high quality service levels across the globe.

Due to the constantly evolving nature of the passenger business, Lufthansa’s booking system has to be adaptable enough to cope with rolling enhancements and new functionality. The airline has to be able to quickly incorporate changes that result from the introduction of new rules and regulations, or integrate sales and marketing aspects, such as the introduction of a new booking class. Each year four to five new software updates that each comprise an average of 60-80 modifications are made to the system. These changes are then mapped to the front-end of the ticketing and reservation tool.

Dell Services was appointed as part of a competitive public tender in which Lufthansa sought a qualified partner to provide maintenance and development of the booking system’s front-end. Dell Services won out as it was able to provide a flexible and scalable solution combining an offshore competence center, specialising in travel and transportation, with on-site industry experts. Lufthansa will benefit from the cost advantages of offshore support and from short response times provided by the Dell team. Lufthansa’s project manager can work directly with Dell Services’ developers to respond to customer’s needs without delay.

“We were looking for an external partner who could take over the support and programming tasks so we can focus on our core business,” said Volker Machulski, Senior IT Development Manager Direct Sales, Lufthansa. “We have an elaborate booking system which supports many applications and different functions. We chose Dell because we need a reliable service provider who understands not only the software, but also the travel and transportation business.”

“The development and maintenance of applications represent two large costs for any business,” says Eric Clark, Managing Director, Dell Services EMEA. “By working with the right partner, companies can increase the efficiency of maintenance and support tasks and achieve cost advantages. By selecting a single contractor who can provide all of the services required, companies can avoid the additional expense generated by the coordination of multiple service providers.”

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