The frequent flyer and rewards program Miles & More has expanded its digital service offering and now allows participants to independently rebook award flights online.
Previously, such adjustments often involved time-consuming calls to service centers. The new feature is directly accessible via the user account in the current bookings section. It is available for all regular award tickets whose fare conditions generally allow rebooking. With this, the Lufthansa Group program is responding to increased customer expectations for greater flexibility and autonomy in travel management.
Miles & More is technically integrating the feature into the existing infrastructure of its booking platform. Users can now search for available alternative connections within their profile and confirm the change directly. If fees apply to the selected new connection, or if there is a difference in taxes and surcharges, these will be recalculated and collected during the online process. For this feature to work, the original flight status must not have yet commenced and the ticket must have been issued by the Lufthansa Group or participating partners such as Swiss, Austrian Airlines, or Brussels Airlines.
The introduction of this feature is part of a broader modernization strategy by Lufthansa's IT department, aimed at relieving the burden on customer service personnel. Industry insiders point out that the manual processing of award bookings has previously tied up a significant portion of call center capacity. Automating these standard processes is intended to reduce waiting times for more complex inquiries. The new feature applies to award flights in all available travel classes, unless the underlying mileage fare is explicitly marked as non-changeable (as is the case with certain special promotions).
Additional data from the air travel sector confirms that demand for award flights reached a record high in 2026. To manage the increased transaction volumes, frequent flyer programs are investing heavily in self-service solutions. According to industry reports, Miles & More plans to further simplify cancellations and immediate mileage credits online in the near future. The goal is a seamless digital chain from booking to settlement to increase the program's operational efficiency and ensure system stability under high traffic.