Carsten Spohr is almost late. His Monday morning flight from Munich was delayed because of a rare snowstorm in Frankfurt. But on landing, he was met at the aircraft and driven straight across the apron to the airline’s first-class terminal. There, airline rating firm Skytrax awarded Lufthansa its five star rating, a rarely given and much sought-after prize. The CEO could not be in a better mood. Lufthansa? Five stars? First class terminal? It is worth looking back to an event in the ...

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