Lufthansa German Airlines
Reviews and Complaints

This flight company called lufthansa is rubbish! My first time ever travelling out of United Kingdom with the children to my home country in Nigeria July 2022. We boarded a flight from city airport transit at Germany to Lagos Nigeria. We had 8 luggages and the biggest luggage with most expensive items was lost. Upon arrival at Lagos Murtala Muhammed Arpt I complained about missing luggage, was told to fill a paper with the luggage details and it will be delivered to us by next day. After seven days of no return of the luggage, I contacted lufthansa airline customer service and was given a reference number and compensation form was filled. Up until now August 2023 no compensation has been processed yet about my lost luggage. They ruined my holiday and still have not paid me a compensation for lost of luggage.

I am writing to you regarding my flight from Frankfurt Main to Manchester on the 14 December. (LH946)

Upon arriving at Frankfurt airport I made my way to the gate for my connecting flight to Manchester only to find out it had been cancelled. Upon inquiry at the check-in desk I was directed back to customer services for more information. Upon arriving at Lufthansa customer services I joined an extremely long (several hundred people) and slow-moving queue (only four of the sixteen service desks were manned) to book a new flight. After waiting more than two hours in the queue we were informed that the customer service desks were closing and were directed to Lufthansa's other customer service desks through passport control. After waiting in line at passport control (90 minutes) and another wait in line (2+ hours - a total of almost six hours!) at the second Lufthansa customer service desks I was eventually able to talk to someone at customer service. Though they did rebook me on a much later flight the issue was that the late arrival would mean that no one would be able to pick me up to take me home nor would there be any public transport options available. When I highlighted this fact to the customer service rep, I was told I was on my own regarding this issue and would have to pay for it myself, the other option offered by Lufthansa I was a flight the following day but again i would have to arrange my own overnight accommodation as well as pay for it myself.

At no time during the conversation was any explanation offered for the cancellation, nor what rights I had or even a meal voucher offered. I was simply told I could complain if I wished to and given a brochure containing an email address lufthansa.com/feedback_en

However, upon logging onto to the address it proved to be nothing more than an anonymous questionnaire to leave feedback on which Lufthansa do not respond to and therefore not a vehicle to reach a customer resolution through.

Finally arriving in Manchester around midnight (itself delayed at take off) we were informed by someone at baggage reclaim that no bags had been loaded on the flight from Frankfurt and were given a claim form to complete - passengers were not offered any emergency complimentary toiletries or what if anything we could claim for (and how) subject to our baggage being delayed. In addition, flying from Latin America, I was only able to buy a nominal amount of pound sterling ahead of my departure which was insufficient to pay for a taxi from the airport home. As such, I was forced to spend an extremely uncomfortable and freezing overnight stay in the airport until the currency exchange opened and I could change some money. eventually arriving home late morning on the 15 December - some three days after my flight had departed my original destination.

I am a sixty two year old man who at the time was covering from recent surgery having had a kidney removed due to an aggressive cancer and am quite frankly appalled at how Lufthansa for all intents and purposes completely abandoned any semblance of duty of care towards its passengers - in my case experiencing two flight delays. one cancellation and missing baggage all within one journey.

I realise that the weather was bad that evening, but flights were departing Frankfurt and were arriving at Manchester albeit delayed but they were landing so the weather despite what Lufthansa may say was clearly not a factor - interestingly when checking Manchester arrivals online the only two flights cancelled coming into Manchester were both Lufthansa flights. Also, even more curiously when checking the resolver.co.uk website to check if I may be entitled to compensation my original Frankfurt to Manchester flight had been expunged from the schedules for that day.

Having spent more than a month's salary on booking a flight with Lufthansa I was looking forward to spending Christmas with my family and finally seeing them for the first time in more than two years instead it has turned into a thoroughly miserable experience with my having to wear the same clothing I began my journey in eight days ago.

I Have since spent several months trying to find ways to inform you of my immense dissatisfaction with the services you provided but seemingly your customer complaints procedures are deliberately set in a way which actively discourages complaints. This is not the first or indeed the second time I have has issues with you regarding lost bags.

If you wish to contact me to discuss this matter further you can contact me to contact me via Whatsapp on my Bolivian number +[protected] or by email [protected]@gmail.com.

I have converted the PDF of my flight details to both JPEG and PNG to upload below but it keeps saying unsupported document. Yet another example of the hit service you as an airline provide. You really are the worst, piece of crap airline I have ever flown with.

My baggage from London (Lufthansa #438, booking# 2UIJEB, ticket# [protected]) to Dallas on April 30 was delayed; did not received my baggage for two days until departing day to Los Angeles on May 3rd.

I have filed my claim with my receipts for online on this delay and my expenses to purchase some clothes and other necessary goods totaling $642.69.

According to the US DOT (the Montreal Convention) determines liability to be $1700 and the airline cannot set an arbitrary limit on incidental expenses.

Also found out that they should reimburse my baggage fees they charged me.

I have not received any payment yet after 12 days from the incident.

My Feedback ID [protected]

For the last 3 years, I have been trying to book business or first class flights using my miles. Not ever once, is there a flight available. There is not even an option that shows other dates for the Business or First class segment. This is a program that is for Economy Class booking. Though Lufthansa offers the miles and cash booking, it doesn't even provide you with that option. I have no qualm if the promotion of credit card that specifically stated that "Our Miles and More miles can only be used for Economy and Premium Economy" Class booking.

Please transfer this email to your IT division. This might help them to understand and fix the issue the online check in.

What is the problem?

I wanted to check in my wife's flight from Vancouver to Tehran. Your system designed mistakenly and doesn't offer any options to enter passport information of the passenger. It only offer entry visa and no visa option. It seems the product manager or people who were in charge CX (Customer experience) had not any idea of how the system should work for people who have dual citizenship. Consequently it generates another unhappy customer like me which would prefer to use another airline, as well as increasing operational cost for the company.

First Booking made on the 18 February 2023 U6HP75 paid R58668,69 refund received R55402,89 short received R3265,80

Second Booking mode on the 7 March ND3GGT - [protected] paid R43593,12 refund received R41440,42 short received R2152,70 so Lufthansa think I have to lose R5418,50 because of their incompetent staff member's that giving me the wrong advice.

I received my refund but it is not the amount we paid, and this is unacceptable.

I immediately cancel it in a few hours because of your staff members that is incompetent and is not trained to do their work properly we phoned that day to find out before we booked if there was space for our little doggy on the flight and after 45 minutes on the phone with a few staff members she told us their was space on all the connecting flights so I did do the booking and the next day I phoned they told me that I cant take her on the first flight and I have to phone copa after 2 hours on the phone with no luck, they cant even phone us back and me had to pay for that phone calls too, and they can just cancel the flights this is unacceptable and I will not accept this. Losing money because of your incompetent staff members.

I as customers will not accept this and if you dont sort this out im taking legal action, this is not our fault and this is not the way to treat customers. This is the second time that this happened and your staff at the call center just dont worry.

Both booking was cancelled in hours because of the incompetent staff members of Lufthansa and I will not accept this, as for they give me a lot of trauma and I will take this further if they cant sort this out.

You have created lot of problems to us in this goof up. We are senior citizens and checked in all our clothes sweaters and shoes in order to reduce carryon luggage weight. Now after landing in Seattle we are left with zero inner garments and dress/Sweaters to wear Its cold here. We had to buy few clothes and sweaters. We have submitted bills for very minimum purchases . So far I haven't got any response from Lufthansa and they are not bothered to send interim reply,Please expedite and reimburse those bills submitted

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Dear passenger,

We have registered your delayed bag report. We will now take all necessary measures to locate your baggage as quickly as possible. We are normally able to accomplish this within 24 hours. Due to the current situation, delays with processing may occur.

Please find below an excerpt of the data concerning your delayed baggage that we have stored in our system:

Reference number:

SEALH24174

Family name:

Muthuraman

SEALH24175

Family name

Sundararajan

By me, from your airline, was purchased tickets for a flight on the route Warsaw - Munich - San Francisco - Honolulu (LH-5721 - LH-7995 - LH-9136 respectively).

December 15, 2022, I flew from Warsaw to Honolulu, with transfer in Munich.

Flight Munich – San-Francisco LH-7995 11:55 15/12/2022, has been delayed for 2 hours due to bad weather conditions, then we were boarded in a plane, after 2 hours we were informed that there would be not enough fuel and there would be a landing in Washington. After a couple of hours, we were informed that the pilots were tired, and since the passengers had already been on the board for 4 hours the flight is canceled. The flight was rebooked for the next day 16 of December. Lufthansa staff explained that we need to find a hotel no more than 200 euros and we can use a taxi service.

On the next day situation has been repeated, in precisely, but we were stayed on the board more than 6 hours. The flight was rebooked for the next day 17 of December.

Because of this two-days delay I was late for flight San-Francisco- Honolulu LH-9136 15/12/2022 and as a result, arrived at the final destination with a difference of more than 48 hours.

All actions related to the reissuance of boarding documents were carried out by your partner United Airlines. As a result, I flew from Munich to San Francisco on flight UA3046 not at schedule time - 13:05, 17/12/2022, but with 1,5 hours delay, i.e. I arrived at the final destination in a two days late.

You will find enclosed copies of boarding passes Munich – San-Francisco UA195 15/12/2022 at 11:05 and the copy of the boarding pass on new flight Munich – San-Francisco UA3046 17/12/2022 at 12:25.

Being guided by Regulations of the EU No. 261/2004 Article 7, 1(с), Article 9, 1(a), 1(b), 1(с) I would like to ask pay me monetary compensation for a delay in relation to the planned arrival time to a terminal point more, than for 48 hours and also compensate me expenses related to hotel accommodation, meals, transportation costs between the hotel and the airport. Invoices confirming these expenses are attached.

But this is impossible to do. On the Lufthansa webpage the customer feedback form not working, there is no way send the documents which confirm the expenses

Staff from the call center customer support nothing can’t to do to provide you information how to send documents in order to receive compensation.

I would like to draw your attention to the fact that during check-in for the flight, I was not warned about the flight delay, which is required by article (20) of Regulation 261/2004 “Passengers should be fully informed of their rights in the event of denied boarding and of cancellation or long delay of flights, so that they can effectively exercise their rights”. Within these 48 hours delay, the airline did not refer to the extraordinary circumstances specified in article (15) of these Regulations.

I submitted a claim to Lufthansa on July 22nd via email for compensation due to Lufthansa initiated flight cancellations and resultant delays on our outgoing trip to Germany (June 24) and also on the return trip to the USA (July 10/11) Booking Reference 4EN574

The compensation claim was presented in accordance with the requisite criteria and passenger rights defined in EC 261/2004. The email contained all required information ( original itinerary, final itinerary, itinerary numbers, ticket numbers, passenger names boarding passes etc.)

Lufthansa Customer Relations responded on July 25 2022 acknowledging receipt and stating it had been handed over to the service team with the reference FB ID [protected].

Since then and despite two follow up attempts to contact Lufthansa for an update, I have not received any further communication.

Simon Thwaite

On Oct 15 2022 arrived from Palermo airport to Munich airport on flight LM1915. Arriving flight was delayed and connecting flight(LM476) to YVR left without us. The Lufthansa automated service gave us inaccurate information multiple times with no resolution. Basically we are a left stranded at Munich. They do have a service centre open with only two people providing service. We have been standing in line for 2 1/2 hours and expect to stand for another 2 1/2 hours simply because Lufthansa has not provided any level of service to about 100+ people

This is incredibly poor service. There automated system and service is pathetic.

I booked a flight to Manchester from Berlin which consisted of 4 tickets;

Berlin -> Frankfurt ( LH 189)

Frankfurt -> Manchester and vice versa round trip (LH 968)

Conf number: W9ROCN

My first flight from Berlin to Frankfurt was delayed by about 6 hours which was already too late for the connecting flight.. and during that time I got another notification telling me the flight from Frankfurt to Manchester was cancelled, there was no alternative flights from Frankfurt to Manchester either that day or the next morning so I had to cancel my trip and stay in Berlin. My hotel booking was also non refundable so my booked vacation was totally ruined and I paid for services that I did not use. I was automatically "rebooked" for another flight to a completely different destination for the next day to "London" which I obviously cancelled and decided to stay home instead because it was too late for my return date and it was a different city.

I requested ticket refunds for all 4 tickets and compensation for the hotel back in August the day right after the trip was cancelled and didn't hear anything back until yesterday on 4th of October, they refused to grant me a refund saying they "already" refunded the ticket, there was only a 100 euro compensation which I'm not sure what its for, I'm assuming this is only one out of the 4 flights.

Confirmation Number: KU6TDX. I am highly disappointed with your company’s performance on LH6911 from Florence to Frankfurt on September 17, 2022. The plane was in full sight at the gate and we could see the pilots in white shirts sitting in the cockpit of the airplane, Air Dolomiti, for 5 ½ hours before informing the Ticket Agent to cancel the flight due to wind.

We were on the bus heading to the plane when the Ticket Agent told the passengers to disembark, and then when we returned to the terminal, the Agent announced the flight was canceled due to wind. However, planes from KLM, Swiss Air, and Iberian Airlines were taking off and landing.

Due to the pilots waiting 5 ½ hours to announce the cancelation (16:00 hour), the passengers had limited opportunities to rebook on another flight and get out of Florence, and the cost to rebook was exorbitant. In addition, the lack of staffing to rebook passengers caused chaos at the airport. There was no resemblance to an efficient, competent airline as the Ticket Agent told the passengers to handle their own rebooking. As a result, my sister and I booked flights on Iberian Airlines and American Airlines at an exorbitant cost due to the shortness of time. We had to wait until 20:30 hour to fly from Florence to Madrid, as the earlier flights were already booked.

Finally, after 2 ½ hours (19:30 hour), Lufthansa airlines sent an email asking if we would accept the rebook from Verona at 6:00 am on 9/18/2022 to Frankfurt, Washington Dulles, and Orlando. The problem was that we were in Florence and not Verona, which was 2 ½ hours away. Furthermore, the Italian trains had a strike the day before and operated at reduced capacity. This rebooking option was totally unacceptable. My sister needs to be fully refunded for this trip.

I have taken Lufthansa Airlines in the past and enjoyed the experience (May 4 traveled to Oslo and returned on May 22 from Frankfurt). However, I am very disappointed in the company’s lack of efficiency and professionalism in telling passengers to board a bus, only to cancel due to wind when there was no problem with other planes taking off or landing and Frankfurt did not have any weather delays as we missed our connection in Frankfurt due to the pilots refusing to fly the plane to Frankfurt.

On July 9 Lufthansa cancelled my flight LH 142 from Frankfurt to Nuremburg. I ended up going by train/taxi which was extremely stressful at age 78. I missed my cruise transfer and struggled on my own to get to Regensburg hours late to my cruise. They refused a refund for my flight, taxi fare of Euro 22.70 and refuse to provide me with EU Form 261 so I may file for compensation under EU rules.

Hello

My name it's Moga Aurelia Cristina

I traveled between 5-7 September from Romania to UK. My baggage was lost, so I remained in Manchester without any personal things like : clothes, charger phone, personal hygiene items

I was in a business trip, so I had also my safety glass and shoes

I made the claim in Manchester : MANLH31151 (without any support). Because the recovery term for the baggage it's around 3 days and I had the flight back in 7 of September, I asked that the baggage to be returned home, in Romania

In 5 of September at 20:24 (UK hour) I called to the phone number : [protected]. The operator told me that my baggage remain in Romania and he started to laugh and sing "Welcome to Alabama"

In 6 of September I received from travel company a link where I searched the status of my luggage and I saw that my luggage it's in Manchester

In 6 of September at 15:14 (UK hour) I called at phone number: [protected] and I asked again support, to send me to the hotel the luggage. I didn't receive any support again

My luggage was returned home Friday evening (in 9 of September)

With reference to the aforementioned flight tickets, our family of five left London Heathrow Airport on July 31, 2022.

But there was a two hour delay in the flight. When we arrived at Frankfurt Airport, our flight was already taken off. As a result, we were forced to wait there for around four hours without assistance.

There was no help desk for customers. We were told that the only way to seek assistance would be to wait in a long line (the flight checkin line). The gentleman at the desk was quite unpleasant and offered no assistance or information while we fretted over our upcoming connection flight out of Bengalur to Sri Lanka.

We are quite dissatisfied with how they handled us at the airport.

Anyhow, it was announced that the next combat would be held while we were on our way to Bengalur, so we had to hurry. We were forced to flee and felt really stressed for no apparent reason other than an aeroplane delay since there were so many security checks at the airport. When we finally boarded the aircraft, we believed the story was over.

but regrettably not. We were told that our luggage was missing when we arrived at the Colombo airport. In essence, we arrived at the airport in Colombo in the morning, and the subsequent aircraft leaves at around 8 p.m.

There was not much access to car fuel at that time, similar to the Sri Lankan economic crisis.

We had five check-in bags and five carry-on bags.

However, due to a gasoline issue, instead of arriving in two automobiles, they did so in a rented minivan.

But because we didn't have our bags, we had to beg for help getting clothes when we got home.

My three boys had a difficult time with that because there was no clothing that they could wear.

At least to refresh they didn’t have anything.

After receiving our luggage, we proceeded to the airport, where we had to spend an additional four to five hours clearing security and filing paperwork.

Finally, at five the following morning, we made it home. It cost us lot for transport as well even they paid us some money.

We will never fly with Lufthansa airline again because they wrecked our trip.

They gave us such a bad experience.

In the July of 2021, I booked travel for my husband and I to travel from our home on the island of Kauai, Hawaii to Brussels, Belgium for business. We initially booked through Travelocity – which we immediately realized was a mistake. We quickly called Lufthansa booking to clear up and correct the mistakes that were made on the Travelocity site. I have copies of the changes made and the additional fees paid directly to Lufthansa on July 29, 2021. (see attached email communication) We were scheduled to leave Kauai on September 1st, 2021. We followed all of the protocols, and were able to get all of our documents and tests in order, and we were ready to leave for the airport – (it was only 3 hours before our flight was scheduled to leave) we received a notification that Belgium had closed their borders immediately to US travelers because of Covid concerns. I called Lufthansa right away and spoke to George [protected]@tripconfirmations.com (see attached email communication) who was very kind and helpful. He told me that with the payment of $350 per person (a total of $700 for my husband and I) he would be able to guarantee a refund of the amount paid $4889.45 which would be credited to my AmEx credit card in 30-60 days. The email attached shows the document, and my agreement to the contract. I monitored my credit card to see the refund, but it never showed up. On December 17th, 2021, I called and spoke to Alvin James. He told me that the refund was denied back in November of 2021, but then resubmitted. He apologized, and stated that with all of the travel changes and cancellations the company was overwhelmed. Mr. James stated that the refund was in process but because of the holidays coming up I should not expect the credit until the first or second week in January 2022. The credit DID NOT show up in January. I called again on February 16, 2022 and spoke to Pedro, but immediately asked to speak to a manager because of the long standing nature of this issue. The manager's name was Dave, and I was told that Dave would call me back. I NEVER RECEIVED A CALL BACK. I called again in the afternoon, again speaking with Pedro, who told me that although the manager was busy that the matter was being attended to, and that I would receive my refund in 15-20 days on my AmEx credit card. The credit DID NOT show up in February or March. I called again on April 21, 2022 and insisted on speaking to a manager – was put on hold again. Estafan told me that his supervisor Cameroon would call me back. I was on the phone 1 hour 15 minutes. I NEVER RECEIVED A CALL BACK. On April 22nd, 2022, I called again- with no response. To date I have called, written certified letters and have not reached any solution. Please investigate this matter and offer any advice that would be helpful. These airline companies should be held accountable. On 08/09/22 I also contacted Travelocity customer support and was given a case number #[protected] regarding Itinerary #[protected]. I was told that I would receive a response within 72 hours. To date I have not received a response from either company.