Lufthansa Cargo has introduced a new Emergency add-on service for highly time-critical shipments, giving customers access to the carrier’s highest transport priority and guaranteed uplift for eligible cargo.
The service took effect on 16 September 2026, replacing Lufthansa Cargo’s previous standalone Emergency product with an add-on model that can be combined with selected cargo products and speed options. The carrier said the new structure is intended to provide greater flexibility for customers handling shipments where delays could have significant operational or commercial consequences.
Emergency is designed for critical consignments including urgently required spare parts, pharmaceuticals, medical samples and other cargo where reliable transport is essential. Customers receive the highest priority of access and uplift for their selected product-speed combination, with the maximum available freight capacity of the booked flight accessible under the service. Short-notice bookings are possible up to the applicable Latest Acceptance Time (LAT), subject to the relevant booking conditions.
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24/7 monitoring and customer support
Lufthansa Cargo said Emergency shipments are clearly identified and monitored throughout their transportation journey. A dedicated 24/7 td.Zoom Customer Service team provides support for booking and transport requests, while proactively monitoring shipments and responding to irregularities.
The carrier also continues to offer 24/7 eTracking through its website and mobile application, allowing customers to monitor shipment progress and receive proactive notifications.
The service is particularly aimed at supply chains where an interruption in air freight capacity can have immediate consequences, including healthcare, pharmaceutical, manufacturing and industrial operations.
Online booking for urgent shipments
Emergency can be booked through Lufthansa Cargo’s eBooking platform, subject to available capacity. If the required capacity cannot be secured online, customers can contact the carrier’s local sales representatives or its 24/7 customer service team for assistance in identifying alternative transport solutions.
The add-on is available with General Cargo, Dangerous Goods, Passive Temp Support and Vulnerables, in combination with Lufthansa Cargo’s td.Flash and td.Zoom speed options. Passive Temp Support shipments combined with td.Zoom are subject to specific handling restrictions at the carrier’s Frankfurt, Munich and Vienna hubs.
Money-back guarantee
Emergency also includes a money-back guarantee. Under Lufthansa Cargo’s applicable terms and conditions, the carrier will reimburse the relevant net freight costs, subject to the stated conditions, if an Emergency shipment is not available for collection more than six hours after the specified Time of Availability (TOA). The guarantee does not cover certain surcharges and fees and is subject to the carrier’s detailed terms.
Part of Lufthansa Cargo’s modular service portfolio
The Emergency launch expands Lufthansa Cargo’s modular add-on service portfolio, allowing customers to supplement their selected cargo product, speed and routing with additional services.
The portfolio includes Emergency for highest-priority shipments; Sustainable Choice for transportation options designed to reduce environmental impact; Personal Supervision for valuable art shipments; smartULD for real-time information on temperature-sensitive shipments; toDoor for delivery to a recipient’s bonded warehouse; and Insurance for additional coverage.
Lufthansa Cargo said integrating these services into its digital booking process is intended to make additional options more accessible while providing greater transparency around availability and pricing. The carrier’s current service information confirms that Emergency is available across its international network, with booking subject to capacity and applicable station and product restrictions.
The launch represents a further development of Lufthansa Cargo’s digital and modular service offering, with the carrier positioning Emergency as a dedicated solution for shipments where transport priority and reliable uplift are critical to the customer’s supply chain.
