3. Customer given secure
Allocates private
Lufthansa procures private Creates pool of Access credentials on
flight room space
virtual land on SecondLife Customer executives flight booking
& executive on SecondLife
for every flight
Land will be used for developing
Access formalities kept minimum
the general hub to reflect the
Customer executives are re-used for different flights to provide the same service to promote ease of entry into system
Lufthansa culture and ethos
Private flight room space dedicated to the flight helps the passenger stay in Tier pricing options made available
Location specific general customer
touch with the airline right through the travel time to extract revenues from high net
Support, deals & offers, themes
worth individuals who prefer selected
underlying the locations served
Executives trained to deliver the best customer interaction in the virtual world access to networks
by Lufthansa will constitute design
Customer relationship management should be set up to track the preferences As it would be a private land purchase
Will be open to the general public,
of each customer in terms of choices of meal, seat, special needs & more. Lufthansa would have complete
prospective employees, existing
control in terms of security, terms of
customers with frequent flyer miles,
Applications in the Active flight connect are scalable and replicable across Access, access timelines and load
Investors and shareholders
sectors and can be customized based on the geography and the needs of the Factor.
passengers which are tracked from the customer profiles
Remaining parts of land will be used
for developing Active passengers The costs associated with the virtual land purchase and the maintenance cost is on a monthly basis and is extremely
Connect and Active flight Connect less when the costs are spread across the number of customers taking the flight at any given point of time.
Active Flight Connect will bear Though the model can be replicated by other airlines, Lufthansa will definitely enjoy the first mover advantage and
dedicated spaces demarcated by will be able to capitalize on the segments of customers it caters to
Service offerings and interest levels
Common in design across all flights This will also help in consumer choice when he/she has to decide amongst many options and believes that he/she could
derive additional value from the journey
Active Passengers Connect will be
the common space across all active
Lufthansa passengers across the world

4. Airport Wifi Airport Wifi
In-flight
-6 hr -2 hr WiFi
+0 hr +4 hr
departure arrival
Second life* Second life
Virtual World opens Virtual World Closes
Entry Verified by
PNR, DOB & PIN
Dedicated person/flight Networking Phase
Networking for cab sharing
Service Phase Similar Interests, Hobbies
Service Phase
Requests for air hostess service –
Ordering a drink
Lufthansa World Shop
•Check – In Games (Poker, Tic Tac Toe, Board Games)
(Without Baggage) CRM capture of customer preferences
•Seat Preference Feedback
•Delay in reaching . •Lost Luggage
airport . •Requests
•GPS location . •Airline Help
co-ordinates
•Meal Preference .
•Requests Rooms are demarcated by the tabs above
Consumers are polled to understand what other
tabs that they wish to be included