Many people might not know that Lufthansa is a key employer in Peterborough, Ontario, which has a population of 81,000. However, this is set to change as the Lufthansa In Touch (LIT) customer service centre will be closing soon, resulting in the loss of 400 jobs.
This call centre is part of Germany’s Lufthansa Group and has been operating since 2003. The facility in Peterborough employs customer service agents, quality assurance specialists, and team managers who provide round-the-clock multilingual support for flight bookings, reservations, rebooking help, and loyalty program services.
A local news outlet in Peterborough, kawartha NOW, reported on this development and received a statement from Tal Muscal, director of group communications for The Americas at Lufthansa Group, confirming the closure.
“Lufthansa In Touch (LIT) has made the difficult decision to gradually close its location in Peterborough, Ontario (Canada) by 31 May 2026 as part of ongoing business transformation efforts,” the statement reads.
“The customer service industry operates in a volatile, highly competitive environment, and the decline in customer service volume at Lufthansa In Touch requires decisive action. Increasing automation, advanced self-service technologies, and improved operational performance at Lufthansa Group airlines are the reasons for ensuring long-term profitability and sustainably adapting operations within LIT’s global network.”
Self-service options and increasing automation are reducing the need for airline call centres.
While next May is when they officially plan to shut down completely, comments on a Reddit post suggest that many employees may be let go by October of this year.
This move is disappointing for a city already dealing with high unemployment rates; however, Lufthansa In Touch promises to treat employees fairly during this transition period.
The statement sent to kawartha NOW states: “LIT greatly appreciates the commitment and professionalism of the team in Peterborough whose service has contributed significantly to customer satisfaction among Lufthansa Group airlines and is committed to supporting the affected employees during this transition phase including through fair severance payments an employee assistance program and professional support in finding new jobs.”
The Peterborough location stands out as the only Lufthansa In Touch customer service centre in North America; others can be found in Germany Czech Republic Serbia South Africa Namibia Philippines and Turkey.
