AirBerlin won't help you if you don't speak English! Here's how...
Right - long story short. I've been trying to reach airberlin to speak to a human for 10 days. I've had the phone put down on me four times since I didn't speak German and the other times I've put down the phone myself since we couldn't communicate.
Twice today I've been given the official AirBerlin position which is to call and call and call again until you reach someone who speaks English (there is no option to chose English anywhere on the menus of the official numbers they post). Bear in mind you may wait twelve minutes each time as I did.
I have found the solution! Shame AirBerlin by posting on their Facebook page. The team managing that is super efficient and they will contact you asking for your details so you can get called by one of their English-speaking representatives. Has worked twice in two days!
Good luck!