Memorable encounters
"It’s a Toy Poodle. " – "T as in Tango?"
"Yes, T as in Toy", the kind elderly customer explains, speaking in her Bernese dialect. "Sweet", I think to myself as I quickly look up the breed online. It immediately reminds me of my mother, who’s been wanting a playful dog, and my 85-year-old grandfather from Bern, who often asks me to speak more clearly because he can’t understand my Basel dialect. So, I slow down my words.

The friendly lady excitedly tells me that her little fluffy companion, Luna, has long deserved a Senator’s status and might even qualify for HON status one day – if "Pet in Cabin" becomes an actual status benefit. For the last four years, Luna has been her loyal companion, safely tucked in her backpack but always at her side. This time, they’re heading to Valencia to soak up some sunshine and escape the cold winter weather.

Not long after, I book a bassinet for a family traveling with their six-month-old baby on its very first First-Class flight to São Paulo. The soft giggles in the background sound like the baby’s way of expressing excitement.

One part of the calls I handle involves upgrade requests, often with charming remarks like: "Ladies first. Please upgrade my wife first." Some customers joke that I should "make some space on the plane" to free up a business seat.

 

An international customer base – from "Müller" to "Botas de Natal"
At SWISS, status is earned by accumulating sufficient points within a defined qualification period through flights with SWISS or other Star Alliance airlines. The first level is Frequent Traveller, followed by Senator, with HON Circle Member representing the highest tier.

The Star Alliance network includes 25 airlines – from Air Canada and LOT Polish Airlines to ITA Airways, the newest member. Our customers are just as diverse, which is reflected in the variety of names we encounter daily.

At first, I often felt unsure about how to pronounce some of the names correctly. There were times when I even preferred staying silent rather than risk making a mistake. However, our customers quickly taught me: it's the effort that counts, not perfection. Many appreciate it when you make the effort to pronounce their often long or, to me, exotic names—even if you stumble along the way.

A Portuguese customer, for instance, apologizes for his double last name. He says it can be complicated when traveling. But I reassure him that long names often tell a rich story and are impressive. This makes him smile. He then proudly explains that part of his last name means "Christmas Boot" – his ancestors used to make them.

During another call, I hear a familiar sound – the distinctive English "zero" tells me right away that I’m speaking to a Japanese customer. When he’s surprised that I pronounce his name flawlessly, I tell him I’m half Japanese. He’s delighted to suddenly hear Japanese on the other end of the line. He didn’t expect that today!

I’ve also started a small collection of my own last name, I’ve encountered from customers and travel agents: "Berner", "Feder", "Teller", and even "Sommer". It seems "Bähler" sometimes takes some creative detours over the phone.

 

The power of the voice
At the start of every call, it’s impossible to know who is on the other end of the line. A person’s tone, accent, and speaking pace can quickly hint at their mood, background, or concerns—though first impressions can, of course, be misleading.

We receive calls from all corners of the world: from the airport in Athens for a last-minute rebooking, from a beach party in Cancún, from the German railway system, or from a cozy living room in Kilchberg. Sometimes, we even find ourselves guiding customers through security at the airport in Zurich or at a Thai market. And suddenly, we’re in the client’s pockets, because he needs the hands free to haggle for the best price on a souvenir.

The connection often drops just when we need it most, making even a simple three-letter airport code difficult to understand. "F" as in Foxtrot can sound surprisingly similar to "S" as in Sierra. Without due care, MLE can quickly turn into MLA, and you could end up looking at prehistoric archaeology instead of snorkeling with the turtles. Patience, precision, and a good ear are essential in those moments.

My former experience as a radio host has been invaluable in this role: the voice is a powerful tool that can be used intentionally. If my tone is calm, it tends to help soothe the person on the other end, even in stressful situations, like when a flight is missed. Choosing the right words also makes a difference. A phrase like "I’m on your side" or "I understand how you feel" can work wonders. And hearing a simple "Thank you for your help" at the end of a call is always appreciated.

 

Little insights into lives and stories
Among all the logistical questions, there are certain calls that stay with you forever. Some are especially emotional. One customer, with a trembling voice, tells me that a loved one has just passed away. He excuses himself, saying he’s struggling to keep his credit card steady. I sit there, holding back tears, doing my best to stay professional. These moments linger with me long after the call has ended.

Two cases illustrate how modern travel makes what once seemed unimaginable possible: it allows families to stay connected over vast distances—something that wasn’t possible in the past. A businessman from Sweden arranges for his 90-year-old mother to fly in and requests exact details on when the wheelchair service begins. For him, it’s more than just a flight – it’s about caring for his family. In another example, an English woman living in Zug is bringing her father from Camden for his 100th birthday. They’ll fly back together on the same day to celebrate. "It’s my first time doing this ", she admits nervously.

Sometimes, the world feels just one call away. I once spoke to a customer who was calling from Seijo, Tokyo - the same neighborhood where I spent my early childhood. With a warm voice, she enthusiastically describes the sweet "Satsumaimo" (Japanese sweet potatoes) she had just bought at a greengrocer. Suddenly, I’m flooded with memories – even of the street where I scraped my knee as a child.

Another call takes me back to my youth: a woman from Morges, Switzerland, sends greetings to my old boss from the cheese shop where I had one of my very first jobs. Back then, I stood behind the counter in the Swiss Romandie, wearing an apron; today, I sit with a headset and work remotely—but the values remain the same.

It’s highly likely that I won’t be consulting most of these customers a second time. Yet, every interaction offers a window into the diverse lives: the fifth child forgotten in the booking, the concerned mother sending her 12-year-old son on his first solo flight from Johannesburg, background sounds like purring cats, playing children, or the wind softly singing. These are fleeting moments that require patience, precision, and a good ear on both sides of the line.

 

True kindness matters
Kindness truly makes a difference when it comes from the heart. Since joining SWISS in November 2023, I’ve welcomed thousands of customers, shared in their joys, and helped wherever I could. How many more will I help in the future? The answer is somewhere in the clouds—perhaps between Fiji and the Icelandic mountains.

Travel is about trust and responsibility. Our status customers don’t just share their personal data with us; they also offer a valuable glimpse into their lives. I see it as my responsibility to handle this with care and respect. With every call, I learn something new and dive into another world—while our guests are discovering new horizons on their flights.