What is Lufthansa Chat Assistant?

The Lufthansa Chat Assistant, which introduces itself as Elisa, is the AI-supported chat assistant in the Help Center of the Lufthansa Group airlines' websites and apps, including Lufthansa, SWISS and Austrian Airlines. It answers service questions in English, German, French, Italian and Spanish, and when a flight is cancelled or postponed it shows whether you have already been rebooked, lets you choose an alternative and rebook free of charge, and can check and process a ticket refund. Travellers who log in with a Travel ID get answers based on their own booking without entering extra details.

Cost: No separate charge (Comes with the device or service). Booking: No booking. Works on: Web, iPhone, Android, Inside Lufthansa, SWISS and Austrian Airlines websites and apps.

Best for: Lufthansa, SWISS and Austrian Airlines passengers whose flight is cancelled or postponed, or who want a quick answer without phoning.

How Lufthansa Chat Assistant uses AI

Answers service questions in conversation, using booking details passed on from the Help Center or a Travel ID login, and carries out rebookings of cancelled or postponed flights and refunds within the chat.

Booking: No booking.

Keep in mind

Rebooking in the chat is for cancelled or postponed flights; Lufthansa does not describe booking new trips through the assistant
Tickets bought through a travel agency or tour operator may need to be changed by that agency
Log in with a Travel ID to get answers based on your own booking
Answers are offered in English, German, French, Italian and Spanish

Is Lufthansa Chat Assistant free? Cost and plans

No separate charge. No separate charge; part of the Lufthansa Group airlines' websites and apps. Lufthansa says rebooking a cancelled or postponed flight through the assistant is free of charge.

Lufthansa Chat Assistant alternatives

Tools for a similar task. Sharing a task does not make them interchangeable, so compare what each one does.

Sources

Sources checked 16 October 2026. This listing summarises what the provider and other cited sources say; it is not a hands-on test.

Lufthansa Group Airlines optimize the travel experience through digital functions (Lufthansa Group, 16 June 2025)newsroom.lufthansagroup.com, checked 16 October 2026. Supports: Help Center on the group's websites and airline apps offers individualised solutions 'with the help of artificial intelligence'; 'The AI chat assistant, which can resolve many service requests, is available in German, English, Italian, French and Spanish'; priority Service Center support for flights within the next eight hours
Lufthansa Group airlines boost customer services for summer (Lufthansa Group, 28 March 2025)newsroom.lufthansagroup.com, checked 16 October 2026. Supports: New Help Center added to the group airlines' websites and apps; 'The AI Chat Assistant can provide the answers to many service questions' in English, German, French, Italian or Spanish
Flights delayed and cancelled at short notice (Lufthansa)lufthansa.com, checked 16 October 2026. Supports: Using the Lufthansa Chat Assistant you can check whether you were rebooked automatically or select an alternative and rebook free of charge, and check and process a refund for a cancelled Lufthansa-operated flight; travel agency and tour operator bookings may need to go through the agent
Travel ID (Lufthansa)lufthansa.com, checked 16 October 2026. Supports: After logging in with a Travel ID, the chat assistant Elisa gives personalised answers and lets you re-book or request a refund without entering additional data
Lufthansa Chat Assistant (Lufthansa)lufthansa.com, checked 16 October 2026. Supports: Chat entry page: 'Hi, I'm Elisa, your Lufthansa Chat Assistant', with optional Travel ID login (read in a desktop browser)
The Help Center of the Lufthansa Group apps (Lufthansa Group for Business, 11 November 2024)business.lufthansagroup.com, checked 16 October 2026. Supports: Help Center in the Austrian Airlines, Lufthansa and SWISS apps offers a chat assistant alongside self-service, calls and live chat; booking information is passed to the chat assistant; available on Android and iOS in 96 app markets; to come to the Brussels Airlines app
Lufthansa Group Airlines expands service for the summer (Lufthansa Group for Business, 19 May 2025)business.lufthansagroup.com, checked 16 October 2026. Supports: 'The AI-supported chat assistant answers numerous service questions' in English, German, French, Italian and Spanish; Help Center integrated into the group airlines' websites and apps
Flight cancellation (SWISS)swiss.com, checked 16 October 2026. Supports: SWISS links a 'SWISS Chat Assistant' from its customer support menu; the SWISS chat assistant tells you whether you were rebooked automatically or lets you select an alternative and rebook free of charge (rebooking wording read from search-indexed text; the page body renders with JavaScript)

What we could not confirm

Lufthansa describes the assistant as AI in its 2025 press releases and business-travel news; its current chat and help pages do not use the word AI
Lufthansa does not say which steps are handled by an AI model and which by fixed flows; chat rebooking after cancellations already existed in the group's 2019 Messenger bots, before the assistant was described as AI
Availability in Brussels Airlines, ITA Airways and Eurowings channels not confirmed; in November 2024 Lufthansa said the Help Center would soon come to the Brussels Airlines app
No Austrian Airlines page describing the chat assistant was read; Austrian coverage rests on the group's Help Center announcements
AI model or provider not stated

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