Millions of passengers around the world trust Lufthansa to help them reach their destination safely. But being Germany’s largest airline came with a new set of challenges during COVID-19. Suddenly, hundreds of thousands of customers needed to urgently alter or cancel flights. So how did Lufthansa InTouch, the airline’s customer service and operational solutions provider, safely navigate the unexpected influx of cancellations? With solid support from partner, NEOOPS, they leaned on a Blue Prism digital workforce.