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Personal message from SVP Lufthansa Group, Heike Birlenbach

Dear Business Partner,

I sincerely hope that you and your loved ones are well. Our lives have changed dramatically these past few months. We’ve now come to realize how valuable certain everyday situations are, which seemed so ordinary to us before. And how much we also miss travelling. 

But nothing is as constant as change. That is why I would like to inform you today that I will be taking over the newly created "Customer Experience Lufthansa Group Airlines" department as Senior Vice President as of 1 January 2021. This department bundles a variety of topics such as on-board and ground products along the travel chain, end-to-end digital customer experience, clear and comprehensible customer information and worldwide customer servicing. In my new role, I see myself as an ambassador for our customers. In the future, I want to focus even more strongly on customer needs and develop innovative offers. Together with my team, I will do everything in my power to offer you a travel experience that not only meets your expectations, but exceeds them. 

My current responsibilities will be taken over by Dr. Stefan Kreuzpaintner. As Senior Vice President Global Markets & Chief Commercial Officer Lufthansa Airlines, he will be responsible for worldwide B2B sales for Austrian Airlines, Lufthansa, SWISS and Brussels Airlines starting 1 January 2021. In addition, he will become Chief Commercial Officer (CCO) of Lufthansa and assume responsibility at the Lufthansa hub in Munich. 

I am very pleased to introduce Dr. Stefan Kreuzpaintner to you. He is an experienced manager who, during his 17-year career at Lufthansa Group, has been able to work in many commercial areas and gain international experience for example as Network Manager in Frankfurt, in the Revenue Management Team in Munich, as General Manager for Spain & Portugal in Madrid and as Vice President Pricing, Revenue Management & Distribution at Brussels Airlines in Brussels. As Vice President, Dr. Stefan Kreuzpaintner has been responsible for all sales activities of the Lufthansa Group airlines in EMEA & Africa since 2017. 

With this new distribution of responsibilities I am convinced that we will strengthen the customer focus of the Lufthansa Group airlines. Dr. Stefan Kreuzpaintner will act as your dedicated contact person who will continue to further expand our honest and cooperative partnership with you. 

Despite the current restrictions, I wish you a pleasant holiday season. Please stay cautious and healthy.


Yours sincerely 

Heike Birlenbach

Senior Vice President

Sales Lufthansa Group Network Airlines & CCO Lufthansa Airline

Austrian Airlines, Lufthansa, SWISS | Brussels Airlines, Eurowings