Information workshops on Security in the Aviation, by Lufthansa, and on Service quality, by DB, were organised in the afternoon of November 5th, open to the Passenger Forum members, meeting on the next day for their plenary autumn session, and the UIC HQ. Mr Wehrheim, responsible for passenger security at Lufthansa, gave a comprehensive overview of the problems encountered in the civil aviation, addressing the following issues:

– What is the impact of 9/11 on civilian aviation security?

– Which are the current terrorist threats?

– What are the new challenges for civilian aviation security?

Mrs Schlesinger, responsible for onboard service at Deutsche Bahn, reported on increasing customer satisfaction by means of highly qualified service, the focus being laid on “quality first”:
– no compromises at the expense of quality of food, drinks and service,
– human touch, and
– culinary experience on board (monthly and regularly changing special menu,
upgrading of ranges and product concepts).

Both presentations were followed by a lively discussion and exchange of experience.