Meet Heiko, Customer Service Consultant from our Service Centre in Berlin. Read how he made our passenger’s day!

“A 90 year-old opera singer called me because of a cancelled flight from Hamburg to New York, where she had a connection to a transatlantic cruise trip. She wanted to go on her last big vacation, and I couldn’t offer any alternative flights to reach her cruise ship in time. Her story really touched me, and I wanted to go the extra mile to help her. I contacted the cruise company and they got in touch with the captain of the cruise ship. Finally we managed to arrange a limousine to pick her up at the airport, and the cruise ship waited for her an extra hour. After her vacation she sent me her biography and a CD with her music as a thank-you gift.


Heiko Matzk, Customer Service Consultant, Berlin.