ARYANA NIAZI
Toronto,ON
Summary
Airline customer service professional with over one year of experience supporting Lufthansa passengers in a fast paced airline environment. Experienced in managing a broad range of passenger and booking needs, including reservations, ticketing, check-in, itinerary changes, rebooking, upgrades, ancillary services, digital support, and irregular travel situations.
Fluent in English, German, Arabic, and Persian, with additional language skills in Spanish and Danish. a strong understanding of the connection between passenger experience and airline operations, with experience resolving issues where accuracy, efficiency, clear communication, and timely action directly affect the customers journey.
Now seeking to bring this airline experience into a FaceToFace airport environment, combining knowledge of airline systems and passenger needs with a genuine passion for creating a smooth, welcoming, and efficient travel experience.
Overview
1
1
year of professional experience
Work History
Customer Service Consultant
Lufthansa In Touch
06.2023 - 07.2024
- Provided customer support to Lufthansa passengers in English and German through telephone and written channels, handling a broad range of travel, booking, and service-related needs.
- Supported the complete passenger journey, including reservations, ticketing, check-in, itinerary changes, rebooking, cancellations, upgrades, and ancillary services.
- Managed complex passenger and booking requests involving travel changes, passenger information, payments, loyalty transactions, and additional travel services, ensuring accuracy and compliance with airline procedures.
- Supported customers during flight disruptions and irregular operations, including high volume cancellation periods, providing timely rebooking solutions and clear guidance.
- Guided passengers through Lufthansa’s digital platforms and selfservice tools, including online check-in, website navigation, booking processes, and other digital services.
- Resolved customer issues within airline systems while maintaining a strong focus on accuracy, efficiency, clear communication, and customer satisfaction in a high volume environment.
- Remained calm and solution focused in urgent or complex situations, translating airline procedures and technical information into clear, practical next steps for customers.
Education
Bachelor of Arts - Teachers of English/German Second Foreign Language
Kabul University
Skills
- Airline Customer Service
- Passenger Experience
- Airline Reservations & Ticketing
- Check-In & Travel Assistance
- Flight Changes & Rebooking
- Ancillary Services
- Upgrades & Loyalty Transactions
- Irregular Operations & Disruption Support
- Passenger Information Management
- Digital & Website Assistance
- Customer Issue Resolution
- High-Volume Customer Contact
- Problem Solving Under Pressure
- Clear & Professional Communication
- Attention to Detail
- Multitasking & Prioritization
- Airline Systems & Technology
- Microsoft Office
- Cross-Team Coordination
- Fast-Paced Operations
Motivation and determination
- My experience at Lufthansa gave me a broad understanding of what it takes to keep a passenger journey moving smoothly.Every customer interaction was connected to a larger operational process. From ensuring a booking was accurate and a passenger could complete check-in, to arranging additional services, correcting information, changing an itinerary, or finding a solution when a flight was disrupted.Working in this environment taught me that excellent airline customer service is not simply about answering questions. It is about anticipating problems, removing obstacles, communicating accurately, and taking action quickly enough to keep the overall journey on track.
- I am now ready to bring this experience directly into the airport environment. After supporting passengers remotely, my goal is to work faceToface with customers, helping create a positive experience while contributing to the smooth and efficient movement of passengers through the airport.
Languages
- English, Fluent
- German, Fluent
- Arabic, Fluent
- Persian, Fluent
- Danish, Basic / strong vocabulary
- Spanish, Strong vocabulary
Certifications And Qualifications
- CPR & First Aid Certified
- Driver's Licence
- Microsoft Office Proficiency
- Lufthansa Customer Service & Airline Operations Training, Lufthansa
- Multiple Lufthansa customer-service and airline-system certifications/training programs, Lufthansa
Timeline
Customer Service Consultant
Lufthansa In Touch
06.2023 - 07.2024
Bachelor of Arts - Teachers of English/German Second Foreign Language
Kabul University