Lufthansa InTouch

Last week, on 18 July, we had the honour to welcome Michael Klee, Head of Lufthansa Group Service Experience, to our Lufthansa InTouch (LIT) headquarter in Berlin. Having recently taken on his new role at the beginning of this month, Michael is committed to understanding all touchpoints that are pivotal to the Lufthansa Group customer journey. Together with LIT Managing Director Carsten Wirths and Berlin Site Operations Manager Rene Kräußlich, Michael engaged in meaningful exchanges with LIT Directors and Management. He also took the opportunity to gain insights into our daily operations, including listening in on customer service calls. Witnessing our operations "in action" provided him with a comprehensive understanding of our customer service business. The lively exchange was much appreciated by everyone and our colleagues in Berlin were happy to meet and interact with Michael in person.

From July 08th to 10th, Lufthansa InTouch (LIT) held the 2nd One Customer Servicing Communtiy Conference in Seeheim. Invited by LIT Managing Directors Carsten Wirths and Alexander Karst, the management team from all Lufthansa InTouch locations as well as representatives from Lufthansa Group Airlines Lufthansa (LH), Austian Airlines (OS), Swiss International Airlines (LX), and Brussels Airlines (SN) gathered to discuss the future of modern Customer Servicing, focusing on synergies and mutual expertise forces. The well-curated event offered a mixture of keynotes, presentations, workshops, and project updates from Lufthansa Group and LIT initiatives. Among many other guests, we were honored to welcome Tamur Goudarzi Pour (Head of the Customer Excellence Task Force) and Michael Klee (Head of Lufthansa Group Service Experience). The lively discussions and collaborative sessions were greatly appreciated by all. This conference provided an invaluable platform for sharing insights, fostering collaboration, and strengthening partnerships within our customer servicing community. . . . #LufthansaInTouch #WeAreLufthansaGroup #onecustomerservicecommunity #ourpeopleareourbrand

From the 17th to the 18th of June, colleagues from our B2B Korean team at Lufthansa InTouch Manila visited our clients in Korea. The exchange with the Lufthansa sales team in Seoul and our colleagues at Incheon Airport was highly productive. On the first day, our team was warmly welcomed by Station Manager Mr. Lee and Duty Manager Mr. Bang, who provided an insightful tour of the airport, allowing our colleagues to gain firsthand knowledge of flight operations. The second day featured meetings with Lufthansa sales team members Mrs. Kang and Country Manager Lufthansa Group Korea Mr. Leo, as well as with Korea’s top travel agencies – Redcap and Hyundai Dream Tour. Our team presented on Lufthansa InTouch Manila’s B2B servicing, receiving positive feedback that affirmed our service quality. Mrs. Kang remarked, “I highly appreciate the professionalism of the Lufthansa InTouch Manila team.” This visit was a great opportunity to enhance our knowledge, showcase our expertise, and strengthen our professional relationships. Special thanks to our hosts and counterparts for their hospitality and sharing their expertise. . . . #lufthansaintouch #welufthansagroup #customerservice

Great News: The EU Commission has given the „green light”, and ITA Airways will soon become part of the Lufthansa Group family. The legal closing is expected to be finalized in the fourth quarter of 2024. Until then, ITA Airways and Lufthansa Group remain competitors. We will communicate more details as soon as the formalities have been fully completed. We are getting ready for a joint take-off and plan on collaborating closely together on several different initiatives, such as lounge access, loyalty programs, customer service and airport touchpoints.

Last month, on June 17, we were honored to host Tamur Goudarzi Pour, Head of Customer Experience Lufthansa Group and Head of the Customer Excellence Task Force, at Lufthansa InTouch Berlin. Focusing on operational stability and customer interaction, Tamur's visit provided a valuable opportunity for exchanging ideas with our Managing Director Carsten Wirths, and with colleagues across various customer service departments. The exchange was highly valued, and our Berlin colleagues appreciated the opportunity to meet and interact with Tamur in person. . . . #lufthansaintouch #WeAreLufthansaGroup

A throwback to our first Airport and Product Days, which took place earlier this month. 20 participants from all our Lufthansa InTouch centres (Berlin, Brno, Cape Town, Istanbul, Manila, Shanghai and Peterborough), had the opportunity to gain first-hand experience with Lufthansa Group products and learn about the airport hubs in Frankfurt, Vienna, and Zurich. They explored unique insights and got a behind-the-scenes look at airport operations. A special thanks to our hosts Jana Keßler, Jennifer Lerch, Hannah Kühne, and Alexandra Wilhelm for making this event happen. "It was an amazing experience to connect with colleagues from our worldwide LIT Community. We had the opportunity to explore the operations of our LHG Hubs and build strong bonds of collegiality and friendship.” Jana Kessler (Editor & Community Manager at Lufthansa InTouch Berlin) • • • #AirportnProductDayswithLHInTouch #LufthansaInTouch #WeAreLufthansaGroup #OurPeopleAreOurBrand #employeerecognition #jobsincustomerservice #makesomeonesdayeveryday #ExploreLufthansaInTouch #LufthansaGroup

Every half-year, our colleagues at Lufthansa InTouch Brno organize a jubilee lunch for colleagues who have been with the company for 10 years or more. Recently, we had the pleasure of recognizing eight remarkable colleagues in Brno, celebrating their 10-year and 15-year anniversaries with us! 🎊 Besides receiving their certificate, they received Lufthansa-branded trolleys, which will surely become handy for their upcoming travel plans. “Having the chance to gather with colleagues whom I started with 10 years ago was great! I am so happy being part of the #LufthansaInTouchFamily and looking forward to my next jubilee in 5 years!” Iulia Khorochko (HR Specialist) Congratulations to all our jubilees and to many more years with Lufthansa InTouch! 🥳 • • • #LufthansaInTouch #JoinLufthansaInTouch #WeAreLufthansaGroup #MakeSomeOnesDayEveryDay #JobsInCustomerService #ExploreLufthansaInTouch #LufthansaGroup #jubilee #OurPeopleOurBrand #LufthansaInTouchFamily #LhInTouchBRQ #jobsincustomerservice #corporatelife #careermotivation #employeerecognition

We're saying Yes to Europe! With an eventful month already underway we wanted to harness the excitement of football, combining it with the joy of travel and the importance of unity. ⚽️✈️🤝 Looking to get one of these scarves? We're giving them away at the airports of host cities during Germany football games. Your next chance will be in Stuttgart this Wednesday and in Frankfurt this Sunday. If you reside in Germany but aren't traveling this month you can also take part in our giveaway for a chance to win your own Yes to Europe scarf – find more information in the link: https://lnkd.in/ekt7Rbnz 🧣 #YesToEurope #EM2024 #Lufthansa

Last Thursday, on June 6th, our colleagues from Lufthansa InTouch Cape Town (LIT CPT) had the pleasure of welcoming Lukas Eberharter, Global B2B Sales Service Provider & Performance Management, and Christian Fluck from the Global B2B Servicing Competence Centre to our office. The visit began with an office tour, where Lukas and Christian were introduced to the diverse service portfolio that our Cape Town service centre offers. They also had the opportunity to meet one of our dedicated duty managers and team leaders. At our Training Centre, Lukas and Christian greeted a new group of Induction Starters, wishing them success on their training journey. They were then introduced to the various departments within our Back Office team, giving them a comprehensive understanding of our operations. In addition, we highlighted the numerous Consultant opportunities available for upskilling, emphasizing our commitment to continuous professional development. Both Lukas and Christian were impressed by our Top Performer Wall, where consultants share notes on how they contribute to making Customer Service shine. “We received a warm welcome from the B2B team and trainers in Cape Town. They provided a comprehensive tour of the facility and shared detailed insights into their support for colleagues. We were particularly impressed by the personal assistance offered in non-work-related matters, such as handling personal finances, showcasing their commitment to holistic employee well-being.” (Lukas, Christian)

It's that time of the year where we highlight the importance of openness, tolerance, and equal love. We've been coloring the air with Lovehansa for the last two years and will continue to spread the love across borders and skies. Happy Pride Season! 🏳️🌈🫶 #LoveIsLove #Pride2024 #HappyPride