An exciting new venture: As of January 1st 2021, Lufthansa InTouch is handling Customer Feedback Management for Lufthansa.

C oming out on top in a public tender, LH InTouch secured a substantial portion of Lufthansa’s CFM services. This also includes performing the global management functions to oversee all operational aspects of Lufthansa’s Customer Feedback Management worldwide.

Winning this new business creates exciting career opportunities and significantly contributes to securing jobs during the Covid-19 crisis, while enabling significant cost reduction for Lufthansa. The extensive expertise, know-how & customer focus of Lufthansa InTouch will result in customers experiencing a seamless, faster, and better service.

A global team effort

Colleagues all around the globe dedicated much time and effort to implement this new business. What’s more, this had to be done within a very tight time-frame. “The speed in which we were able to set up and launch the CFM service is truly amazing”, says Tobias Vögtlin. “It shows the great team spirit and positive can-do attitude of our people at Lufthansa InTouch”.

Successfull implementation: The international project team together with colleagues from various departments across all LH InTouch sites rolled out the Customer Feedback business in just a few weeks.

All Service Centres in the Lufthansa InTouch network are involved in operating the CFM services in a wide variety of languages.


“Training so many colleagues in such a short time was only made possible thanks to our experienced in-house training team, which offers decades of training knowledge for customer service”, says Torsten Anders, Head of Group Training. “Due to current restrictions, the training was conducted virtually. This is a pioneering approach for us, with strategic significance for our current business climate.”

#CustomerFeedbackLufthansaInTouch       #LufthansaInTouchOpportunities