Accessibility Statement:
worldshop.eu

Miles & More GmbH (hereinafter referred to as “Miles & More” or “we”) places great importance on ensuring that our digital services are accessible to people with disabilities. We are continuously committed to offering all users an inclusive and accessible online experience. In so doing, we aim to make our services easy for everyone to find, access, use and understand.

This accessibility information applies to services as defined in Directive (EU) 2019/882 and its implementing laws in the Member States of the European Union, which are offered or provided by the Miles & More company listed in the legal notice (including its name and address) on the website.

The information was created on 27.6.2025 and will be reviewed and updated as necessary in accordance with applicable legal requirements and technical standards.

The applicable accessibility requirements for services result from the laws of the Member States of the European Union for implementing Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019 on the accessibility requirements for products and services (“European Accessibility Act” or “EAA”). It also results in the obligation to provide and publish information on the accessibility of services in accordance with Annex V to Directive (EU) 2019/882.

In Germany, the applicable accessibility requirements result from the Accessibility Improvement Act (Barrierefreiheitsstärkungsgesetz, “BFSG”) for services resulting from § 3 Paragraph 1 in conjunction with § 1 Paragraph 3 BFSG, as well as from the regulation on the BFSG (BFSGV), which was enacted on the basis of § 3 Paragraph 2 BFSG. The obligation to create and make available information about accessibility for services results from § 14 Paragraph 1 BFSG, in conjunction with Annex 3 to §§ 14 and 28 BFSG in conjunction with the BFSGV.

The applicable accessibility requirements also follow from the national, European and international legal standards referenced in these legal acts. The state of the art must be considered when fulfilling the requirements for services. In this regard, the harmonised European standard EN 301 549 applies, which in Annex A declares as binding the Web Content Accessibility Guidelines (“WCAG”), currently compliance levels 2.1 A and AA.

As a strong brand and loyalty programme of Lufthansa Group, Miles & More offers the more than 36 million members access to an exclusive world with over 175 international partners along the entire travel chain and in daily life. At the core of this diverse range of programmes and offers, with attractive benefits and exclusive travel privileges, is earning and redeeming miles for awards and earning points to be given frequent flyer status.

You can find detailed information about the offers and services at www.worldshop.eu. Explanations of the services offered are also available there.

Before making a purchase in the Worldshop, customers can find out about the product range, product categories and options for redeeming Miles & More miles on the website worldshop.eu. Along with exclusive travel and lifestyle products, there is also a selection of electronic items, luggage, home accessories and branded articles.

After a customer has chosen a product, the product page displays whether it can be paid for with miles, with money or with a combination of both (“Cash & Miles”). The current mileage amount and, if applicable, any additional costs, are displayed transparently.

The order is completed and becomes binding when the customer clicks on the “Buy now” button. The customer then receives order confirmation by email, along with information about delivery and tracking. The redeemed miles are automatically deducted from the Miles & More account once the order is successfully completed.

The order is shipped to the delivery address saved in the customer’s account. Returns and exchanges are possible according to the applicable conditions and can be initiated directly via customer service or via the online returns form.

Detailed information about order processes, shipping options, return processes, as well as about redeeming miles and conditions of participation can be found on the website at worldshop.eu. Initial content in easy-to-read language is also available there. Further accessible offers are continually being expanded.

As part of an established process to ensure continuous adherence to accessibility requirements, we implement the harmonised European standard EN 301 549 and the referenced WCAG at the compliance levels corresponding to the state of the art.

According to this, the services must be

• perceivable (which means that the information and components of the services must be presented to the users in a way that they can perceive them),
• operable (which means that the users must be able to operate the components of the services and the navigation),
• understandable (which means that the information and operation of the services must be understandable) and
• robust (which means that the content must be robust enough to be reliably interpreted by a variety of technical aids, including supporting technologies).

The WCAG offers guidelines on how services can be made perceivable, operable, understandable and robust in a user-friendly manner for people with disabilities. There are currently three compliance levels. In accordance with European requirements, we meet compliance levels 2.1 A and AA.

In addition to this, we also carry out the following measures, among others, on an ongoing basis:

• Reviews: we regularly conduct automatic and manual accessibility audits to systematically check that our digital offers comply with the requirements of WCAG 2.1, compliance levels A and AA and the standard EN 301 549.
• Training: we continually offer our content managers, designers and developers comprehensive training. This ensures that they are familiar with the best practices for accessibility and can take account of these principles in each phase of content creation and development.
• Integration into the development cycle: accessibility is integrated into the whole of our software development cycle, from the first design and planning to testing and activation, and a “born accessible” approach is followed wherever possible.
• Specialised accessibility team: we have a specialised team that is responsible for implementing and monitoring accessibility initiatives on our digital platforms.

Our Worldshop has been thoroughly reviewed by our internal accessibility experts to ensure it meets the applicable accessibility standards.

In addition to our internal processes, our company website was also checked by external accessibility experts.

We are continuously working to improve the provision of our services in line with all legal guidelines. We offer contact options so that users can tell us about accessibility problems and make suggestions for improvement.

We welcome and appreciate your feedback on accessibility. Your feedback is important to us and helps us to improve our services. If you encounter issues with accessibility, if you want to report a conformity issue regarding the applicable requirements or if you have suggestions for how we can improve, please do not hesitate to contact our Miles & More Customer Service.

We will respond to all concerns and questions within the statutory timelines.

You can contact the competent market surveillance authority or national enforcement body.