Lufthansa

I am extremely disappointed with Lufthansa's customer service. Over a year ago, I contacted them about items that were stolen from my luggage during a flight. They assured me they would investigate, and after some time, I received a response confirming that items had indeed been taken from my luggage. They asked me to send in information for compensation, which I did promptly.

However, after that, I heard absolutely nothing from them for nearly a year. Despite following their instructions, I was left in the dark with no updates or resolution. I eventually had to escalate the matter to airline affairs just to get a response. When Lufthansa finally did contact me again, the customer relations person, Elizabeth, was shockingly rude. Her attitude and lack of professionalism were appalling.

To make matters worse, the flight itself was a disaster. It was first delayed and then canceled, leaving passengers stranded. There was no one at the counter to print out boarding passes, and I couldn't even access them electronically. The lack of communication and assistance during the flight disruption was just another example of Lufthansa's poor customer service.

Lufthansa's handling of this entire situation has been beyond unacceptable. They have shown a complete disregard for their customers and their rights. The lengthy delay, lack of communication, rude customer service, and disorganization at the airport are reasons why I would strongly advise against flying with Lufthansa. This airline clearly does not prioritize its customers or take responsibility for the issues they cause. I would not recommend them to anyone.

I had tried this airline twice in my life and will never again, even it's cheaper than other airlines! The food on board is awful Last trip was last October, they destroyed my suitcase and never recovered it! Horrible customer service, can't be reached!

From 4 scheduled flights, the 3 are delayed for 1.5+ hours...and you still want to charge 5.50€ for 60 grams of cashews? First be punctual with your flights and then charge the customers ridiculous amounts of money for medium quality provisions on the plane... Ryanair is better, seriously.

Chaos at Munich Airport, with thousands of pieces of luggage delayed and lost, and still Lufthansa administrators are in denial! Automatic replies from the customer relations department and via phone. They dont even care! My suitcase has an Airtag which I have sent them the location of, but still no answer since August 25!

Just avoid them! If anything goes wrong or you need to cancel for any reason, you are completely screwed.
They have beyond horrible customer service and if you book through a 3rd party like justfly.com you will go through hell for months and waste more then 25 hours of your life calling in like I did.
No communication, they never return calls and have the worst FINE PRINT i have ever seeing, making sure to screw you over at any opportunity.

We traveled from Frankfurt to IAD on Nov 24,2022. We had seats 20 H,J, K. These seats are very close to the exit. The seat 20 K is the worst seat I have ever sat. The seat does not recline and gets extremely cold - feels like you are sitting in a refrigerator. I complained to the air hostess about how cold this seat was. She gave me a blanket - but it did not help. My feet got swollen because of the cold (I have kidney problem). This seat should never be sold and installed at that location - but Lufthansa is very greedy and want to make money by putting this seat that close to the exit. Lufthansa please remove that seat and dont make passengers suffer. I will never travel in Lufthansa any more. Advise to economy passengers - never reserve seats close to the exit doors - they get very cold and no amount of blankets will help. Lufthansa should not sell the seats close to the exit doors - very dangerously cold.

I was scheduled to fly from Madrid to Houston with a connection in Frankfurt, on Lufthansa, July 29,2023. The was a shortage of crew on deck and the flight from Madrid had a late departure, so I missed the connecting flight to Houston. The rebooked my to return flight to Houston for July 31 (two days later). They did not offer hotel vouchers and would not take accountability for the crew shortage. I had to go to three youth hostels before I found a room. I have flown around the globe at least ten times and never had an experience like this with no hotel voucher or compensation. I have contacted their online form several times with no success. I do not recommend Lufthansa. I would give them a zero rating if possible.

Hours of waiting on customer service. Twitter no response. Service third class. Policies $#*!. If I ever have to travel, I swear NOT to use Lufthansa again. The website says reschedule as many times as you want. Rebook option taken away from the app. So you have to call airlines. Never less than an hour of waiting. Does not honor their own prices. Price on app: 90K. New price offered to reschedule: over 200K. What does that mean? Even I cancel the booking for no refund and book another one, I'd end up paying less than the reschedule. You can choose your meal preference yet they'll serve without any considerations of intolerance. $#*! service

I recently tried to book a 3 leg flight to Europe through Kayak.com but ran into problems and contacted Lufthansa directly by phone. Not only did I get the same deal as Kayak, but it was much easier. The flight was GREAT. Comfortable seat, good food, free wine and excellent flight attendants. It made the long 11 hours on a plane pass easily.

The only reason I'm not giving 5 stars is my flight home. Since they do not offer a direct flight from London to Los Angeles they put me on a flight "operated by" United Airlines which I didn't realize until I got the conformation email. United flights are never as good as Lufthansa flights.

Unprofessional
They caused 13h+! Hours delay to my parent's arrival (who are in their 60s, travelled for the 1st time and donn't speak english).
It was very stressfull and frustrating. I did not sleep that night trying to help them through out all
These issues, talking to agents and translating.
They were great during the trip to USA but they messed it in the domestic. My parent has wheelchair assistance and
Lufthansa did not take care of it well to make sure they make it in the next flight. My parents were lefts somewhere in the airport
(not in the gate) for long time and they missed their next flight. So disapponinted with them. I don't want
Anyboday to experience this, so If you 're flying your parents with united I recommend NOT to do that.
Flight: JSRWSF

Lufthansa lost my luggage for over 48 hours. I had an air tag in my luggage, but I had no way of contacting any human in order to let them know, that I knew exactly where my luggage was in order for them to get it to me. I initially filled out their online form. I found many inconsistencies with their communication. Because my luggage had been lost for so long, I had to purchase clothes to wear and change into. Initially, I submitted my request via an online form. I had to resubmit EVERYTHING that I had already submitted. In addition to this, they have a policy and I quote, in order to get reimbursed, "You actually need to return the clothes to us (Lufthansa) with proof of purchase". I had of course already submitted my receipts of the clothes that I had to purchase because they had lost my luggage. I cannot believe that they actually requested the clothes that I had already worn, to be returned to their office. It has been over a few weeks of back and forth emails, I am still awaiting reimbursement. I will never be booking through Lufthansa again.

Just flew with them yesterday on my second trip to Berlin. I love love love their services. The meals are served in a very presentable manner with the cabin crew in tow to help you out in case of anything. The flight charges are also reasonable given the high level of service that one receives. It was an enjoyable flight

On the 15/05/23,2 weeks after purchasing a flight from zurich to bogota for 2 persons, 7 months ahead, Lufthansa sent an Email that they need to change the flight and gave us a horrible connection with a 25 hours stay at both flight und return flight (see attachement). We called them to tell that there must be better options and that we're flexible with the dates. But they said they're not able to offer a better flight a that moment. After checking their website, they had a lot of options with good connections... Showing them these possibilities, they stated that those flights would be much more expensive, while we checked the prices on their website and they were only about 100 USD more for the whole trip.

As we purchased the flights at a good fare, they tried to get more money by cancelling a good flight and offering as bad one. Finally, we rejected those bad offers and are now waiting to get the money back...

Incredible how greedy Lufthansa is throwing their servie and reputation away for a couple of dollars!

Lufthansa is extremely unresponsive and feckless. My large size baggage, full of my baby's belongings has been lost. Its been 50 days, I have called approximately 20 times, filled out many forms, and all I get is talking to a representative telling me to wait and saying sorry. I cannot get to people who actually gives information or help. I did not receive my bag, did not receive a compensation, or even a call telling me what is happening in 50 days.

I travelled with my baby and husband on August 1, from Ankara to Frankfurt and from Frankfurt to Chicago, transit. One of our baggages have never come. I have immediately reported my delayed baggage and then called the Lufthansa customer service, Lufthansa baggage services, and they told me to wait until I hear back from them. I called every other day to see if there is any changes and the answer was always a no. At day 7 I was asked to give a list of items in the bag, continued calling but nothing changed. When it's been 21 days, I called again to apply for a compensation and they told me to fill the missing item form on the feedback forms. I have spent so much time to dig in and include all the receipts I could access belonging the items in the baggage. And a couple days later I received an email saying that if these items were missing I should contact the police. I explained the situation and guess what; no answer, nothing.

I want help. ASAP.

I will not fly Lufthansa ever again. I understand luggage can sometimes not make connecting flights but not being able to talk to anyone, on hold for 2 hours to talk to someone who in the end can't tell me anything different than what is online, get accurate and timely information, and the lack of anyone caring is unacceptable. My daughter will spend the next 5 weeks in Italy and Austria without her suitcase because it is now being sent back to the US and not delivered to her hotel as requested. Her trying to purchase items to replace what was lost is a nightmare. The bag arrived in Rome 4 hours later. She sat at the airport waiting, only to be told it hadn't arrived which in the end was wrong and that it was on the flight. We did not find this out until four days later when her dad was flying out of Dallas and decided to see if anyone there could help. We thought by some luck she could get her suitcase only to receive an email that same day that it was being sent back to the US. The other frustration was this was a United flight operated by Lufthansa. Would United help in any way? No. Disappointed in United and will think twice about using United but definitely will not fly Lufthansa.

I had an unfortunate encounter with Lufthansa's customer service, which significantly marred my overall experience. I want to highlight that this review pertains specifically to their call center and counter customer service, not their in-flight service.

Here's the sequence of events that transpired:

1. Failed Online Booking: When attempting to purchase two tickets on their website, the site froze upon clicking "purchase." No success page was displayed.

2. Immediate Contact: In response, I promptly called the airline to clarify the situation. They assured me that no flights had been booked.

3. Successful Booking on Expedia: To secure our travel, we successfully purchased the tickets through Expedia.

4. Unexpected Charge: Shockingly, a week later, an unexplained charge of $3500 appeared on our credit card from the initial unsuccessful Lufthansa booking.

5. Unhelpful Customer Service: Contacting Lufthansa, I was informed that it was too late to cancel the flight. Despite our numerous attempts to resolve the issue, the customer service representatives seemed uninterested in assisting, consistently deflecting responsibility.

6. Disputed Charge: We sought resolution through Amex, but our efforts were futile due to a lack of proof for the original call.

7. Airport Frustration: Upon arrival at the airport, we encountered further frustration. Lufthansa's representatives continued evading responsibility, resulting in wasted time and no resolution.

8. Traveling with Extra Seats: Ultimately, my wife and I were left traveling with four seats, a predicament that was entirely avoidable.

In retrospect, it is evident that Lufthansa's customer service approach is deeply flawed. Their apparent lack of concern for the considerable inconvenience and financial burden placed on customers raises serious questions about their commitment to providing satisfactory service.

Regrettably, this ordeal has left an indelible mark on our perception of Lufthansa. We unequivocally will not consider flying with them again in the future.

Disheartened and Disillusioned,
Luke B.

Recently I missed a connecting flight at Frankfurt airport. This was due to late arrival of the first departing flight while being caused by crappy planning. LH planned arrival and departure within a timeframe of 10 min for the previous flight which is impossible to realise. Then they tried to claim they were not liable due to Air traffic flow management when they failed in correct planning. I would have expected that such a big airline would have taken responsibility but deutsche grundlichkeit isnt applicable anymore but its all about finding eine dumme Ausrede or how can I shift responsibility...

I have travelled many times across Europe with different companies, but not even one of them gets anywhere close to Lufthansa. While the prices are the same as a non-low cost company, you get a luxury service (in Economy class! Never tried Business) starting from meals, even with "special accomodations" (I am a vegetarian), to connecting flights: last year our plane landed very late and we were gonna miss the next flight for sure, hadn't it been for Lufthansa employees DRIVING us to the right gate in order to get on the plane. They also offer the "Miles & More" service (the more miles you fly, the more the price reduction on selected flights). I have travelled with them about ten times, and will definitely do it again whenever I can.

I was pleased with Lufthansa and a fan of the airline. But recently we had the worst check-in experience ever. I booked a round flight which was a two-hub trip, and evidently, I should have had a Visa for less than two hours layover in a transit flight.
Because of that, I was not allowed to fly and forced to pay three times more for my wife and me to fly the next day.
At the same time, there were two more people with the same problem and the staff, and the manager seemed totally familiar with the problem. It seemed unusual and inferred that Lufthansa knew about the issue and did not prevent it from happening probably for a long time. It simply could be precluded by sending an email and letting me know.
It bothered me a lot, and I would say Lufthansa might do it intentionally because they offered no solution other than paying more, and such similar cases happen a lot, and many accept the offers like us. Because they don't have any other choices. I feel it likes taking advantage of the most vulnerable people in their extremely desperate condition and unfair. At least they should let you be refunded.