customer service representative

management consultant

it technician

human resources administrator

Lufthansa InTouch

Let‘s start with the few positive things about this job: You get to work from home and the flight benefits are nice, which you get after 6 months. Additionally, some colleagues are very nice - and   that’s where the list ends. 

I have been working for this company a while (more than a year) and have seen a lot of room for improvements: As a customer service consultant you start with an hourly pay of $15.40, even if you have very good statistics, which is very difficult to achieve, your pay will only increase by a few cents at the end of the year. You will be skilled for new services, which won‘t have any influence on your pay. In the rare case that you get the chance to move up (only when somebody else is moving) and work as a Team Quality Specialist or Team Leader your hourly pay will only increase by 1-2 dollars. After your training you are not prepared well enough to fulfill your tasks without help, which makes the job extremely stressful. You will have to rely on helpline, who is not always available. 

Management only cares about your statistics (“average handling time“), as this is crucial for their revenue. You can work really hard and help all passengers, but if your calls take longer than what the target is, your work will not be appreciated. 

You can give feedback, but nobody cares. When I left the company I was not asked if I want to provide any feedback at all. While I was working for the company I have been given a lot of feedback, but nothing has ever changed. It is a fast paced environment, which does not justify that a lot of poor decisions are being made. A lot of times changes are implemented, but no one really knows what to do.

Lufthansa is one of the biggest and most famous airlines in the world, but the customer service that I have experienced is very far away from what you expect. A lot of consultants don‘t know what they are doing and provide incorrect information, which makes the job even more difficult as you will talk to a lot of angry customers. 

There are a lot of examples and other things that I could mention, but I will stop at this point. 

If you have a spouse/partner that makes good money, this can be a nice job to make use of the flight benefits. Just keep in mind that you only have 10 vacation days and that you are working on rotating shifts, which often includes weekends and holidays. Assume that your vacation will not be approved for times like Christmas etc. If you are patient and willing to learn with each call the job gets easier after a couple months. But I would only recommend this job if you are not eager to advance within the company and if somebody else in your household is working and making good money. 

All in all it is very unprofessional and not what you‘d expect from Lufthansa. 

I began this career with about 20 candidates and only 3 are still working for this company. Why? Simple; too much favouritism towards those who *spread their legs*, they promise flexibility but run a treasure hunt on working time slots (First-Come-First-Serve). I remember some friends will call and cry that they could not take time off to pick their children or even spend time with them during school off. They offer flight benefits but with 10days in a year its almost impossible to enjoy as you will be on standby. When those ten days are up you are threatened with termination. I had to work with after an MVA. If you wish to move up you just have to shut up and work like a donkey and that's if you are favoured or you kiss their butts to climb up. They will gang up on you if you speak up against one - group mobbing.

All the training sessions I went to, I had to pay out of pocket. Just so you know! You earn $15.00, have to pay bills and also have to pay for accommodation or transportation to learn something that can only be used at Lufthansa.

In all, the people I started with were nice people to work with. They gave me the sanity I needed to stay strong. 

Lufthansa is amongst the top leading airlines in Europe but they forget that its the call center agents who run their business for them. They have locations in Manila, Brno, Instabul, Cape Town, Dublin, Berlin and Peterborough and with the exception of TXL and DUB all the other locations are being exploited - less input more output. I was cross-trained to service both revenue and non-revenue (Mileage Award Program) tickets. I went on to give technical assistance and support to their online website and more. All for the same pay rate for over two years. They don't want to pay but want YOU to so much!

I successfully moved to another home-based job and they pay 1.5x better than the amount I had with Lufthansa Intouch. And I do not perform that much. This clearly shows that Lufthansa can pay more but they classify this job to be nothing.

I am not going to ask you not to apply to this company, however, be certain to ask all the questions you need before you give it a try.

It may be a successful way to lure in candidates, but don't let the flight benefits of this job fool you. The flight benefits equal to about 10 to 20 percent off of the total ticket price. This would be a really great perk if they paid their workers more than minimum wage. How can someone afford to go on a trip if their income is barely enough to pay for a local one bedroom apartment? Not to mention, the premiums and quarterly reviews are incredibly difficult to accomplish, making it very hard to raise your minimum wage. Considering that this job will most certainly involve getting yelled at on a daily basis by customers-- I would've loved to see some extra incentives or benefits, however, they almost never offer any. Many people who work here are severely disadvantaged and are living paycheck to paycheck because of Lufthansa InTouch's abysmal, unlivable wages.

The people who work there are amazing people. I can't say the same about management. I was a very successful, motivated and efficient employee with great statistics and they still attempted to manipulate me, under value my work and gave very little care to any of their employees thoughts or ideas. They demonstrated a severe lack of empathy, understanding or respect for their hires. They work you to the absolute bone and show zero reward, other than the bare minimum.

There is room for growth within this company-- but it is extremely misleading. There is a glass ceiling when it comes to advancement and management will ensure you dislike the company more and more the further you advance. They do not value your job security and have expressed, nonchalantly-- on multiple occasions, that they  see no issues with outsourcing call centre jobs to lower income, third world countries.

I really miss the people who I got to work with on a daily basis, however, management severely hurt my mental health and self-esteem by degrading, dismissing and disrespecting me and the other employees that work there on every occasion they were given. I wouldn't even suggest that my worst enemy work at Lufthansa InTouch.

I love working for Lufthansa. Though, there are customers who can be challenging, most of the customers are kind (if you work for German market). 

Likewise, some managers are not kind. However, the majority are patient, friendly and always ready to help. 

Honestly speaking, one of my managers is an important reason, why I still work for Lufthansa.

Job might be very hard for the first 2-3 months. Starting from the 4th month, you would be able to do almost everything with ease. 

The most significant thing is to stay positive and believe that you will become an expert soon.

A highlight about this job is that there are lot of people to help you, if you are stuck with a problem or simply do not know what do next. 

Rarely, you might not get an answer immediately. But if you slow down and take a deep breath, you will realize that you have already found an answer from the knowledge base (of the company)

Upon attaining the 6 months milestone with the company, if you are bored with the same position, you can easily apply and get a different position. 

The company also offers a variety of internal job offerings. However, there is barely a difference in the wage. 

If you know to use the travelling benefits, you can save up to 2000 CAD per year depending upon your travel destination. Your children and parent can also enjoy the flight benefits. Apart from this, if you are flying with a friend, he/she can also enjoy a great rate of discount. 

Overall, a great job with a decent salary and a lot of flight benefits. This job is defenitely recommendable.


 
Working at Lufthansa InTouch gave me experience in customer service, communication, and problem-solving in a fast-paced international environment. A typical day involved assisting customers, handling travel-related issues, and working with different systems while maintaining professionalism under pressure.

I learned how to communicate effectively with people from different cultures, manage stressful situations calmly, and follow company procedures with attention to detail. The workplace culture was professional, collaborative, and focused on teamwork.

Management was generally supportive and encouraged employees to develop their skills. The hardest part of the job was dealing with high-pressure situations and emotionally stressed customers during operational disruptions. However, the most enjoyable part was helping people solve important travel issues and being part of a globally recognized airline group.


For a German, Lufthansa has always been a superior company to be associated with. It came much to my surprise that I was able to become a part of this global company even though I live in Canada. To work for a company that not only has a incredible portfolio of products, but is also run with integrity and innovation is really exciting. It is amazing that I get to use and not lose my language skills, and have colleagues all over the world. To be a part of this special undertaking, to help people travel the world, let's me go home each day with new stories and perspectives. 

I enjoy the diversity of customers that I speak with each day, and am proud of what I can offer them. There are fair expectations of me, and a good structure, which once I understood them, I started to like. I've learned that asking questions doesn't hurt, and even though sometimes I don't get the answer I was hoping for, my questions were considered and answered. 

As all of my family is in Germany the flight benefits are fantastic as well. For my parents, me working here is great, as they are able to visit us several times a year without it costing a fortune, which has allowed my kids to see their grandparents so much more. Additionally I can afford to go home for short trips throughout the year which eases my homesickness.

The workplace has some great people, unfortunately that's the quality Lufthansa leans heavily on to counter the poor work-life balance. They are very demanding for the low pay. It would be a reasonable pay rate if the scheduling was more consistent, but as it is you have to be willing to put your life on hold so you can work all hours of the day, any day of the week. They genuinely take the time to ensure you have a strong knowledge before you're put out on the floor so it's unfortunate to see they throw it away by paying people so little that employees don't feel their dedication is reciprocated. The employees have the skills that Lufthansa needs and should be compensated accordingly for being dedicated to the company. As it is, the pay rate only makes sense for the employees in training since the turnover is so high and there is no way of knowing who will make to the floor. Once people finish training they should get a pay increase to keep them around after spending so much time training them. That, or give them a more consistent schedule so they have some semblance of stability in their lives.

I have worked at LH inTouch for over a year.  You only have 10 sick days a year, after which your job is threatened. They don't allow drs notes if you have to miss more than the 10 sick days allowed. Makes for a very stressful place to work. Feels like you get bullied or discriminated against if you have a disability. And, yes, I let it be known I had one before I was hired.

Pay is minimal, does not match up with the demands made on the employees from upper management. 

Benefits are ok. But it's difficult having the time or the funds to take advantage of them.

Worst of all, the new website doesn't work. Because of this, employees are constantly getting yelled at from passengers. That and employees don't have full access to either one of the LH websites, so it makes it impossible to assist passengers when they call for assistance. 

All in all, I do not feel very positive about LH inTouch. Unfortunately,  I have decided to look for new employment.

The management it’s terrible, they are on a toxic environment. Really competitive environment, they make you feel like an idiot when you are not sure on how to do your stuff. The people with more seniority have all the good stuff like, weekends off, earlier shift and the best day of vacations. You work on a lot of stress because every call the passenger complaint about the long time they have been waiting in order to be assisted, the policies of the rebooking are terrible. If you have a tech issue they put pressure on you and they only pay you 2 hours, after that time they don’t pay you. The only care to get money for the company, they don’t even care about the passengers neither the employees. 

This is a call center environment. They have excellent COVID-19 protection measures. My Team Leader and Performance coaches were awesome.

It is a fast paced environment and can be stressful during a crisis situation. The goal is to handle each call and try to resolve the issue efficiently. They do have support staff available for assistance and the management truly is "Open Door" so you feel comfortable and can talk to someone if you need help.

There is a wonderful social committee that does create special evens and activities.

I felt like part of a family there and could approach anyone if I needed to talk or get assistance, A lot is expected of you and they will try to help you achieve their goals.

Overall it was a great experience for me and I enjoyed working there,



Top Job Titles	Average salary
Customer service representative 3 salaries reported	$18.67 per hour
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It technician 1 salary reported	$41,000 per year
Human resources administrator 1 salary reported	$21.00 per hour

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