What Lufthansa InTouch does

Lufthansa InTouch is the wholly-owned customer service and contact centre subsidiary of Lufthansa Group, operating under the legal name Lufthansa Global Tele Sales GmbH Berlin and headquartered in Berlin, Germany. Founded in 1999 (Cape Town) and 2000 (Berlin), the company delivers 24/7 multilingual customer support across seven global service hubs — Berlin, Brno, Cape Town, Manila, Istanbul, and satellite offices in Belgrade and Windhoek — employing 2,000+ staff from 38+ nationalities speaking 30+ languages and serving 118 markets. Its service portfolio spans General Reservations, Miles & More loyalty programme support, Baggage Tracing, Web Support, Group Sales, Travel Agency Support, Social Media Management, Customer Feedback Management, and B2B/B2C ticketing for Lufthansa Group airlines including Lufthansa, SWISS International Airlines, and Austrian Airlines.

The company's underlying technology is a multi-tenant customer service platform supporting multilingual, multi-market operations, with stated capabilities in digital self-service, streamlined/intuitive consultant tooling, and 'state-of-the-art' technology integration; no specific proprietary AI/ML systems, APIs, or third-party integrations are disclosed. Operationally, the model is managed-services B2B, with services delivered via trained Customer Service Consultants across phone, web, and social channels; the Belgrade and Windhoek sites are run in cooperation with GLC (Global Language Connections). Legal entities are maintained in each operating jurisdiction (Germany, Czech Republic, South Africa, Turkey, Philippines), and the company is GDPR-compliant with a published Data Protection Notice.

Lufthansa InTouch generates revenue exclusively through intra-group contracts with Lufthansa Group airlines, with pricing not publicly disclosed and governed by internal agreements. The company has no external venture funding and no independent revenue stream visible; expansion has historically been funded internally and, in the case of Brno, partially via the EU Regional Development Fund (project 'CSS III'). The customer base is therefore effectively captive and concentrated within a single corporate parent, and growth is driven by internal Lufthansa Group service-scope decisions rather than external sales motion.

Name

Lufthansa InTouch

Legal name

Lufthansa Global Tele Sales GmbH

Website

https://lh-intouch.com

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Lufthansa InTouch is the wholly-owned customer service subsidiary of Lufthansa Group, operating seven global service centres with 2,000+ multilingual staff to deliver 24/7 reservations, loyalty, baggage, and travel-agency support for Lufthansa, SWISS, and Austrian Airlines across 118 markets.

Ownership category

akta.pro rank

Product category

Airline Customer Services

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Travel Arrangement and Reservation Services (5615)

SIC

Services-Help Supply Services (7363), Services-Business Services, Nec (7389)

akta.pro primary industry

Technical Support & Helpdesk Contact Centers (BPAAAAAI)

akta.pro secondary industries

Flight Booking & Airfare Management (HSACAKAB), Airline GSA / Representation & Ticket Sales Offices (THAKALAG)

Keywords

• Airline customer service
• Contact center services
• Managed customer support
• Multilingual reservations
• Loyalty program support

Headquarters

HQ city

Berlin

HQ country

Germany

HQ region

Europe

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. B2B Customer Service Operations: Provides comprehensive customer service operations for Lufthansa Group airlines including Lufthansa, SWISS International Airlines, and Austrian Airlines. Services include General Reservations, Miles & More loyalty program support, Baggage Tracing, Web Support, Group Sales, Social Media management, and Customer Feedback Management.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels5 records

Core offering

Lufthansa InTouch operates the customer service and contact centre operations for Lufthansa Group airlines (Lufthansa, SWISS, Austrian Airlines) across seven global service hubs. It delivers 24/7 multilingual customer support covering general reservations, Miles & More loyalty programme servicing, baggage tracing, web support, group sales, travel agency support, social media management, and customer feedback management in 30+ languages across 118 markets.

Product overview

Lufthansa InTouch operates as Lufthansa Group's dedicated customer service partner, providing a unified service platform across seven global service centers (Berlin, Brno, Cape Town, Istanbul, Manila) and satellite offices (Belgrade, Windhoek). The offering comprises a central customer service operations framework with integrated service modules including General Reservations, Miles & More loyalty support, Baggage Tracing, Web Support, Travel Agency Support, Group Sales, Social Media Management, and Customer Feedback Management. Services are delivered in both B2C (individual travelers) and B2B (corporate accounts, travel agencies) modes, operating 24/7 in 30+ languages across 118 markets. The platform emphasizes state-of-the-art technology and digital self-service solutions alongside human customer service delivery.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Service Operations

Named customers5 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

One partnership is on record.

• GLCminorOthersGLC (Global Language Connections) appears to be a cooperation partner for Lufthansa InTouch's Belgrade and Windhoek satellite offices. These operations are marked as operating 'in cooperation with GLC', suggesting a staffing or language services partnership for servicing customers in German and English markets.

Scale indicators6 records

Recent moves6 records

Expansion highlights4 records

Others

• Aircall: Cloud-based contact-center-as-a-service vendor enabling distributed airline and travel support teams. Comparable only on the technology/enabler layer underpinning modern multilingual contact-center operations.
• Iberia (airline) customer service operation: In-house customer service operations of an IAG-aligned European flag carrier — similar captive contact-center model to Lufthansa InTouch's role within the Lufthansa Group, though owned and operated directly by the airline.
• Air France-KLM customer service centers: Airline group's multilingual contact-center network across Europe and outsourced hubs. Functionally analogous to Lufthansa InTouch's regional-hub-with-global-coverage model in scope of services (reservations, loyalty, baggage).

Broad incumbents

• Startek: Global customer experience management provider with voice, digital, and analytics capabilities across travel and aviation clients. Comparable as a third-party BPO with the scale and capabilities to serve Lufthansa Group's multilingual needs.
• Sutherland Global: Digital transformation and BPO provider operating global multilingual contact centers for airline, travel, and hospitality clients — comparable on scale, location mix, and digital integration with airline systems.
• Concentrix: Major global customer experience BPO (now including Majorel) serving airline and travel brands with omnichannel support, AI-enabled service, and loyalty program operations — directly substitutable for Lufthansa InTouch's portfolio.
• Teleperformance: Global leader in outsourced customer experience management with extensive airline vertical exposure. Comparable as a large-scale multilingual contact-center operator that Lufthansa Group could alternatively engage for reservations, loyalty, and baggage support.
• Foundever (formerly TTEC / Sitel Group): Large-scale customer experience outsourcer with a global delivery footprint focused on customer service, technical support, and digital CX. Directly relevant as a competitor to InTouch for any airline BPO contract.

Direct peers

• TaskUs: Outsourced digital customer experience provider serving travel, hospitality, and airline-adjacent brands with multilingual contact centers and AI-enabled support — a like-for-like alternative to Lufthansa InTouch for relevant service modules.

Emerging players

• Transcom: Specialist multilingual outsourced customer experience provider with European and emerging-market delivery centers serving travel brands — directly relevant as a mid-tier alternative for Lufthansa Group's voice and digital support needs.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/lufthansaintouch
• LinkedInlinkedin.com/company/lufthansa-intouch
• Instagraminstagram.com/lufthansaintouch
• Xx.com/lh_intouch

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Subsidiaries3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Lufthansa InTouch