400 Jobs to Disappear in Peterborough, ON as Lufthansa to Close Call Centre
by Bruce Parkinson
Lufthansa is closing its call centre in Canada.
It’s a little-known fact that Lufthansa is one of the biggest employers in Peterborough, Ontario, population 81,000. But that’s about to change, with news that the Lufthansa InTouch (LIT) customer service centre will soon close, taking 400 jobs away in the process.
The call centre is operated by Germany’s Lufthansa Group, and has been in operation since 2003. The Peterborough location employs customer service agents, quality assurance specialists, and team managers who provide 24/7 multilingual customer support for flight bookings, reservations, rebooking assistance, and loyalty program services.
Peterborough-based local news source kawarthaNOW reported the story and received a statement from Tal Muscal, Lufthansa Group’s director of group communications for The Americas, confirming the closure.
“Lufthansa InTouch (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 InTouch 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.”
While next May is the official closure date, commenters on a Reddit post say the reality is that most employees will be gone by October of this year.
The departure is a blow to a city that struggles with high unemployment, but Lufthansa InTouch says it will treat employees fairly and provide support.
The statement sent to kawarthaNOW 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 is the only Lufthansa InTouch customer service centre in North America, with other centres located in Germany, Czech Republic, Serbia, South Africa, Namibia, Philippines, and Turkey.
