Two decades of customer service excellence: On the 1st of August 2020, Lufthansa InTouch Berlin celebrated its 20th anniversary.

“I ’ll never forget our first customer — Thierry Antinori, who was then a Lufthansa board member. Boy, was I excited!”, remembers Ayden, who took the very first call. “He inspired me so much with his charming and friendly manner. Such encounters have always really motivated me”. Ayden joined Lufthansa InTouch from day one. Today she fills in the role of Team Leader.

From 41 to 400

What started with only 41 employees in 2000, has turned into the buzzing headquarters of the global Lufthansa InTouch network. The Berlin based Service Centre employs over 400 people from more than 20 nationalities. An extensive and constantly growing service portfolio of B2C and B2B services gives colleagues the opportunity to play an active part in the exciting airline world and shape customer experience.


“Over the years we have expanded our service offer to Customer Feedback Management and a variety of specialised services for Lufthansa Group customers and business partners”, says Tobias Vögtlin, CEO Lufthansa InTouch and Head of Customer Servicing Operations for the Lufthansa Group. “Our industry know-how plays a key role in enhancing customer experience. Our clients especially appreciate the professional expertise of our staff members and the high quality of service we deliver”.


The Berlin Centre offers Lufthansa InTouch colleagues a modern workplace in a central location in Berlin-Tempelhof, with the historical ambience of the Ullstein Haus.

Award Winning Staff Development

People are the backbone of this thriving business. Lufthansa InTouch places tremendous importance on staff development and employee engagement. Tailor-made employee engagement programmes strengthen global interaction, knowledge sharing, and best-practice exchange.


As a testament to this approach, in 2019 Lufthansa InTouch Berlin received the highest quality award from the German Call Centre Association, in the category Employee Orientation. “Attractive employee engagement programmes reflect our firm belief and strategy”, Vögtlin emphasises. “They vitally contribute to achieving our corporate goal – offering excellent customer service to Lufthansa Group customers”.


The strong focus on people is reflected in the spirit of colleagues like Ayden, who boasts a 20-year tenure: “I still enjoy supporting and accompanying our passengers in every situation and challenge. And the excitement has continued ever since!”