Today, GLC’s Managing Director, Markus Becker, and Business Relationship Manager, Yolanda Bilang Haynes, had the pleasure of visiting our Lufthansa Group colleagues based in Nairobi, Kenya.
This visit was a valuable opportunity to exchange insights, learn more about the local team’s operations, and share updates on the services GLC provides across our growing portfolio of remote aviation support solutions.
As part of the wider Lufthansa Group, collaboration is integral to how we operate. This visit highlighted the many ways our teams work together to ensure seamless service delivery.
For instance, GLC’s Remote Booking Centre (RBC) and Special Service Request (SSR) teams actively support the Nairobi office’s customer care agents by:
-
Handling passenger bookings, such as baggage, unaccompanied minors, animal transport, sports equipment charges, and upgrades
-
Managing booking changes, including voluntary and involuntary changes, especially during disruptions and ticket sales
-
Coordinating special service requests, ensuring smooth processing and a consistent customer experience
These touchpoints contribute to a smoother and more efficient customer journey – a shared priority across the Group.
The Nairobi team plays a critical frontline role: providing customer service and reservations, managing corporate and special service bookings, and supporting both B2C and B2B ticketing across multiple channels.
With such a broad and dynamic network, these connections are essential for alignment and long-term collaboration. At GLC, we’re committed to supporting our partners wherever needed, and strengthening ties across the Lufthansa Group is key to that mission.
A big thank you to our Nairobi colleagues for their warm welcome and the productive conversations. We look forward to more opportunities to connect, collaborate, and grow together.
