Lufthansa German Airlines
Reviews and Complaints

I purchased two premium economy upgrades to my existing tickets on flight LH446 FRA to DEN. When we received our seat on the aircraft we were seated in coach. I notified the flight attendant to our issue as there were open seats in our original booking class. I requested a refund from Lufthansa and was denied after providing credit card screenshots of the charges.

I am a business class ticket holder and I cannot get into the lounge at the Zagreb airport. They say Lufthansa customers are no longer allowed to enter the lounge. I know someone owns me money. I have a 3 hour layover. I will never ever fly this company again.

My name is Eileen Kurtz. My husband and I and our dog in cargo are traveling
to Germany. I have not received an itinerary from Lufthansa. I booked thru
United but prefer Lufthansa. Our confirmation # is HTBKLS. We leave Sept
13 and do not have an itinerary. I have tried 5 times to have it e mailed to me.
"Yes ma am, , It will take awhile. The last time I talked to :TOM" .
He said that I should receive it in 5 min, . That was an hour ago. They all promise but I never get it. I need the paper work to be sure that our dog is on
board. we have done this 5 times and no problems. I know everything is
crazy now, , But I have been trying for about 3-4 weeks. I have been pleasant and patient. PLEASE, , WE NEED THE PROOF THAT she is on. I don't feel
good about not having it and don't understand why I don't have it. It is a push of a button. I checked my email and they have the correct on. Please help . Eileen Kurtz

I was booked on a return flight 15th May 2020 from Frankfurt to Bristol, which was cancelled by Lufthansa due to Coronavirus. Despite calling and emailing Lufthansa multiple times they still have not refunded my money (EUR 146). Each time I try to call the helpline, after a 30-40 min wait they cut me off/ put the phone down on me every time I get 'put on hold'. They have behaved outrageously, making no effort to resolve my refund. They once gave me a 'fake' email address to write to, which bounced back. Other than the phoneline and the email - both of which I have tried so many times - I can't see another way to get my money back...

i was supposed to travel Delhi to Lisbon in Lufthansa on 25 Apr (transit through Bombay and Frankfurt) but the staff at Bombay airport did not let me board the flight to frankfurter stating need 48 hours valid RT-PCR Test to travel through Germany (even My test was valid and I have all the proofs that i show them but they still let me board and harass me and other passengers for the same, i have attached my report and sample time as well

Joel Bloom
15 Cheyenne Dr.
Parlin, New Jersey 08859

BOOKING # W9SKBY

Lufthansa Airlines:

Reason for this Claim / Description of Problem

In November 2019 I purchased two airline tickets totaling $5396.24 from your airline. This was originally for a trip in October 2020 to Egypt.

On April 26, 2020 we decided to reschedule our trip due to the Covid 19 outbreak through-out the World, in addition Egypt was not allowing any international visitors. I contacted Lufthansa Customer Service and was allowed to re-book the trip to April 11, 2021, without a penalty, hoping this would be a safer time to travel to Egypt.

On January 21, 2021, with the Covid 19 outbreak raging, and the health concerns for both my wife and I, we felt it would not be safe to travel to Egypt in April 2021. I contacted Lufthansa Customer Service again to determine what options I would have with my airline ticket. I was told I could cancel the April 11th itinerary and re-book another flight by May 31, 2021 and must start the travel no later than December 2021. By doing this they will issue a travel voucher to be held for a future booking, but within that specific time period.

I then asked what if I decide to cancel the entire reservation, I was told since this was a non-refundable ticket, I would only get refunded the "Fee's and Tax's" associated with the fare, the actual airline portion of the transaction would not be refunded. When I asked what that amount would be, the Customer Service Representative stated it was approximately $2700. of the total cost of the ticket. At that time I did cancel the April 11th itinerary and a travel voucher was issued.

On April 02, 2021, I contacted Lufthansa Customer Service again. With the Covid 19 still a major concern, we felt traveling to Egypt any time in 2021 would still present a health and safety risk. In addition our own Center for Disease Control (CDC) still recommended Not to travel internationally. Lufthansa did suggest just booking another reservation within the specific time frames of 2021, which would protect the original amount of the ticket, but then re-book again later in the year to a date in 2022. However, there would be change fee's involved, plus it was not totally clear if other restriction would be in place.

Willing to cut my losses and accept the approximated $2700, I requested a cancellation and refund of the ticket. Once again I was told only the "Fee's and Tax's" would be refunded. Just as the representative told me during my January call. I was also told the refund would take about 10 business days to appear back on my credit card.

On April 12, I noticed a credit of only $234. on my card, since I was expecting a much larger amount, I immediately contacted Lufthansa Customer Service for an explanation. I was completely shocked when this representative told me the other two representatives I had spoken to made a mistake, and that only the " Tax's" would be refunded and not the "Fee's". He apologized for the misinformation I was given on two different occasions. I told him this was unacceptable, since my decision to cancel the reservation and request a refund was based on information I believed to have been correct from Lufthansa.

If the correct information was provided to me on the first two calls I would have chosen to re-book the reservation to a future date and then re-book it again into 2022, when traveling would be safer. My decision to cancel was based on information provided to me by Lufthansa Customer Service, which turned out to be incorrect.

This was clearly a mistake made by Lufthansa and I should not be penalized for your mistake. I am requesting at a minimum a refund in the amount of $2700, that once again two different Lufthansa representatives advised me of.

Hello,
I had purchased Lufthansa Unaccompanied Minor Service for my ten-year-old son to fly from San Francisco to Frankfurt, Germany. My son arrived in Frankfurt and was supposed to be escorted by a Lufthansa employee to meet my niece, who was waiting for him at arrivals. The Lufthansa employee did not take my child to meet my niece nor contacted her at all. Instead, she left his carry-on luggage inside the aircraft and rushed him to his connecting flight. Lufthansa Unaccompanied minor service states explicitly that they need to hand over the child to an adult upon arrival. My child called me several times from the airport to let me know his bag is still inside the aircraft and the Lufthansa lady is not taking him to meet with our niece. Lufthansa employee refused to speak to me at first, but After several attempts from my child, she told me that she won't go back to take my child's luggage from the plane and that she will take him to his connecting flight. Our documents clearly state that my niece will be meeting my child in Frankfurt. At departure in San Francisco, the Lufthansa employees clearly told us that they are not allowed to escort the child during transit and that someone has to meet the Lufthansa escort in Frankfurt. Lufthansa does not offer unaccompanied minor services for connecting flights, only direct flights. I do not understand how the Lufthansa employee can board my child on another flight without informing the adult waiting for him or myself. In regards to his lost luggage, I filed a lost bag claim and called several Lufthansa numbers in Frankfurt airport and also went and spoke to the Lufthansa supervisor at San Francisco airport to report what happened and try to locate my son's luggage. Lufthansa informed us that the baggage could not be found and they are sorry about this. We will like to have our property returned to us, and the Lufthansa escort to he held accountable for irresponsible handling of a minor. Please help us solve this. My email address is [protected]@yahoo.com/ [protected]
Thank you!

Description of Problem/Inquiry/Comment:
    am 71 years old in a bad health condition, I  booked this flight with my son who has been  booked for the same trip as a care giver, after  got into the plain my son was helping me to get  comfortable with my seat as I have a major issues  with my joints in addition to heart disease,   Difficulty in walking thats why I requested a  wheel chair to assist me, everything in lufthansa   airlines including the airport counter employees,   cabin crew (los Angeles to Frankfurt) were  incredibly helpful that's why I told my son to  book with lufthansa airlines,   I have been   treated inhumanely by one of the cabin crew here  name is (Luisa Emilia) as my son tried to reach  out my medicine from the carry-on bag she gave  him the worst attitude I have ever seen in  lufthansa as I am a repeated passenger,   he tried  to explain that it's not reasonable for him to  get such bad behavior specially he didn't break  any rules (it wasn't take off time, or landing  time), also we have noticed that she has been  super nice with German passengers, when she  insisted to keep acting up I tried to aim for her  as an attempt to break up any conflict she  ignored me that made feel racial profiling  discriminated (the way I dress as a Muslim),   he (my son) complied with her nonsense order to  void any trouble after she threatened him saying  to him if you  want to fly he must obey my order    she treats him and me as a criminal not as a  customers who paid a thousands of dollars to the  company that she represents, when we arrived to  final destination he asked her about her name  spilling in order to file a complaint with  lufthansa office in Cairo she refused and she  started to make it worse, she called the captain  spoke with him in German language and she blocked  my son from getting of his seat to bring me my  stuff, after few minutes the captain came to us  with an angry face and give my son an aggressive  order (yelling at him with an angry face to set  down, my son refused the way he was  insulting  him then he kept us in the plain for an hour  after he give my son his order to say sorry to  the cabin crew in order to release us from the  plain,   during this time I felt that I will faint  because of my fearness, also because I was really  embarrassed by not controlling my urine as one of  my physical disability, but thank God I had my  diaper on me and I told my son to say sorry after  the captain called the security and that was the  only way for me to get released to replace my  diaper and to go back home with the worst  discrimination feeling also with the worst  inhumanity.   I asked the police officer about this flight  attendant's full name to file a complaint, also  I am really depressed about this brutality.

Dear Sir/Madam,

I have traveled onboard Lufthansa plane from Copenhagen to Frankfort and from Frankfort to Riyadh (Saudi Arabia) on August 29, 2020. When I arrived to Riyadh my luggage was missing. I report my missing luggage at Lufthansa website and they replied that my luggage has been found and it will be sent to Riyadh the next day and later it was changed to 14th of September. Still after more than 5 weeks I have not received my luggage. So I wonder when my luggage will arrive.
my e-mail: w.[protected]@gmail.com
mobile: [protected]

I booked a ticket from Munich to Jfk on January 3, 2020 and a return from Jfk to Munich on April 8, 2020.
I used the first leg of the flight but due to Covid-19 on March 16, 2020 I requested a cancellation of flight from Jfk to Munich (April 8) and a refund.
Lufthansa did not acknowledge the email. Due to Covid-19 the airline cancelled my flight on May 16 (email attached).
It's September 18, 2020 and I still haven't received my partial refund.
I've been calling and emailing Lufthansa in the US office for 6 months now. Every time I call I get a different message. First, they apologized and assured it would be expedited. Another time they told me there are no guarantees. Their actions are discriminatory- they refunded tickets to German citizens first, then to European ones. The rest of the world, US included is not being taken care of.
Please help.
Thank you.
Agata Maciaszczyk

I was booked to fly nd this was postponed three times due to Corona - fair reason.
But on each approaching day to fly Lufthansa keeps one in the dark an do not tell us what is happening.
So one tries to phone them and they do not answer their phones or simply leave one with a polite message to please hold on but after several minutes one puts down the phone. I then tried their so-called helpline in three other countries including Frankfurt but they alsl brickwall one.
Not only is this frustrating but frankly it is extremely inefficient and discourteous.
What more must one do to get an answer? One of these days they will perhaps jsut say the flight is cancelled and passengers unfortunately lose their money.

When things come right in the air industry, this is one airline that seems best avoided.

I booked roundtrip air with Lufthansa Newark-Munich for river cruise on Danube 4/7-4/15-2020.Cruiseline canceled cruise due to coronavirus and refunded us.
Lufthansa cannot be reached by phone. The number just rings. I emailed them the cancellation notice from cruise company. Nothing. Their website says that their policy during this crisis is that we can rebook for travel thru December 2020 to the same destination. That's absurd. the only reason to go to Munich was for the cruise which is canceled. Moreover, the pandemic will not be resolved so quickly so as to travel before end of year. Travel between Europe and US is restricted and may get worse. They should just refund our money.

Dear Lufthansa,

My name is Tatyana Leader.
My passport number is [protected].
Date is issue 21 July 2010.
Ticket # 220-[protected].
I recently flew from Boston to Frankfort
via flight LH 423 which departed on THURSDAY, August 29, 2019.
When I made a payment for a ticket I
35 dollars extra for a seat reservation.
A seat # 39A, that I was seating on
was totally disabled: don't have any function: no light, no movement:
TV service, I cannot even call a flight attendant in any emergency situation.
(Pictures are attached).
I asked a flight attendant to find another seat for me, but she could not find any seat available.
I was in very dengerous situation all time was siating on totally disabled seat without any function even without oxygen supply in an emergency.
The flight attendant filed a report.
Could you please check the report and
send me 35 dollars back plus 300 dollars
for a customer satisfaction.

Sincerely,
Tatyana Leader.

P.S.Pictures are attached.

I recently flew with your airline to London via Munich. I had a connecting flight which gave us roughly 30 minutes to get from one plane to the next, the gate had been changed and the app on my phone had not been updated; therefore myself and my friend went to the wrong gate, before having to run to the correct one. We made it just in time.
However, standing at Gate 28 on the 18/09/19 for the 21:40 flight to London, was a blonde lady with glasses wearing the Luthansa uniform. She gave myself and my friend an unpleasant look, took one look at my friends duty free bag (which was actually purchased in Athens) and proceeded to say in a patronising voice ‘well, maybe next time don't go shopping when you have a flight to catch'
My friend attempted to explain what had happened, however was rudely dismissed with a wave of the arm and the words ‘Its always been Gate 28' and a very apparent threat of not allowing us on the aircraft.

I am utterly disgusted and disappointed at this appalling level of ‘Customer Service'. It is unacceptable for your staff to assume and/or make judgements of their customers, especially as she was very much mistaken in what she was saying.
I have flown with many airlines all over the world and have never experienced this level of rudeness or presumption before; I shall now be looking to other airlines to fly with as this has fully ruined my experience of Lunthansa Airlines, and it would maybe be a good idea to retrain this particular member of staff on acceptable customer service.

Flight wqwwwa of 18 june 2019, i paid $210 for seat reservation however on the way to munich we lost our connecting flight due to united airlines flight being delayed. We could not get seat reserved for the next flight out on the 19 june, me and my kids ended up seating all separately in different parts of the aircraft. On our way back we were able to use the return seat reservation, i filed a claim after we got back around the 24 of july and was told that a refund check will be forwarded to me for half of the paid fee which would have been $105, i waited until the mid of august but nothing came. I contacted lufthansa customer service and was told they have no record and i need to file a claim on line. I filed a claim on line got a feedback #[protected] and someone will contact me, no one did. 1 week after, sent 2 more emails as follow up, no response. The [protected] customer service for this airline, no one answers ever, unless you push the "make new reservation" than a representative will but can not help you with anything. This is absolutely unbecoming for such a big airline company, i thought i made the best choice when booking with lufthansa now i will make sure to fly with another company in the future even if it will be more expensive. To not have live operators answering the customer service 1-800# is just wrong, cheap and unprofessional.

My booking Number LQB5O3
Date: 5.09.2019
Flight LH1337 @11.25
Passenger : Veeren Manikion
Flight LH 1337 delayed by 20 minutes
Connecting flight to LHR :LH908 @ 14:00 hours

The Chief Executive, Mr CARSTEN SPOHR, Lufthansa Group

Dear SIR,
I am in bupadest airport on time to take my flight - I went to the boarding counter LH1337 in budapest - I was asking my question but nobody cares - Someone was busy on his computer and the two others feel like am disturbing them. My question to them is that this flight LH1337 is being delayed and I have the connecting flight LH908 whether this will not pose a problem as i have an important schedule meeting in London. Nobody cares to answer and I said again to them whether anybody can help in my question, when finally the person on the computer replies WITHOUT looking at me, YOU WILL HAVE SUFFICIENT TIME.

Ok i took the delayed flight LH 1337 and on board I ask to the flight attendant whether there will be no problem for my connecting flight, No worries, the flight will be on time while the aircraft will catch up on the way.

The flight LH1337 reached the Frankfurt airport at 13:30, to my great surprise we need to take a bus to reach the gate at aeound 13:40 - I thought moving to gate B24 would be easy, to my astonishment it was long away - I have to take 4 steps up, run and 4 steps down to finally understand that i need to go through security check. To note that on the flight it was mentioned that you will have Lufthansa attendants that would help you to get out of security quick. I was expecting someone with a notice board with my name of it and help me to my gate which other airlines do actually. Nobody seems to care. I reach the security breathless as i had run a lot. Finally when i reach the counter at 14:05 it was closed and the lady at the counter just removed another ticket for me as if for them its just and easy way, without any apology he just throw the another ticket to me. She said, You should take the next flight.

I understand Lufthansa is number one in the world reading the CE bulletin in the aircraft magazine, but this is outrageous and to summarise:
- Your attendants are careless
- Your attendants dont know their subject
- Your attendants have no courtesy
- Your attendants have no customer cares at all

LUFTHANSA need to compensate me, Why?

- I had a business meeting near the LHR airport, a very important meeting .
- I missed my meeting which has caused prejudice to me as i have to report to my work on this meeting.
- It was hectic for me while your staff could have informed me that there is another flight and i could have arranged for rescheduling my meeting a bit a later
- I had to rush and run at Frankfurt airport and this has caused so much stress and discomfort to me.

CE, Sir, am looking for a compensation based on the above arguments and I hope appropriate actions are taken for others not to face the same situation.

Awaiting for a positive reply from your prestigious organisation, which i feel is doing a great job but not from a few of your staff which is causing much harm to it, while you mentioned as well in your bulletin, the challenges for your organisation are the low costs flights and the opening of the environment to other international aircrafts, while you need to take immediate actions to address the above first.

Sincerely yours and thanking you

Veeren MANIKION
Country origin MAURITIUS
Phone +230 [protected]

Dear Sirs,

I'm contacting you to complain about a customer service handled by lufthansa.

In January, I did my professional trip with lufthansaand unfortunately, my luggage was badly damaged. I have procced with reclamation as required and lufthansa promised me to send a new luggage. Today, it's september and I still did not received it.

As I travel a lot it is a big inconvenience for me.

Could you please contact them and find a solution? I have relaunch them already, they always say that they sent a luggage again but I have never received it.

Please see below the reference: No. 1297701 / TLSLH32499

Thank you in advance for your help.

You sincerely,

Ewelina Kozolup

This is with regards to my flight from bombay- barcelona and madrid- mumbai from 10th to 26th September.

I have had a major uterus surgery just ten days back and the doctor has clearly advised against travel for the next 2-3 months. Our tickets were booked earlier and we were sure of going but this urgency came up and we had to cancel everything and undergo the surgery. I had made bookings for the entire 15 day trip of which many were non refundable, including ryan air flights (who have a no cancellation policy), car jet booking (again non refundable), and a few non cancellable hotel bookings. Once we got to know of the surgery, we immediately wrote to each one of them asking for a medical waiver since the doctor clearly mentioned i wont be able to travel. All the agencies and hotels and airlines refunded the entire amount which was non refundable without even asking for discharge summary, except you- Lufthansa- apparently one of the largest and most renowned airline in the world.

I have been trying to get in touch with the sales team of lufthansa and makemytrip has also tried speaking to them (as per the information given to us) but each time i got a reply saying we wont refund a single penny.

Lufthansa has left us no choice but to file a suit against them for their inhuman policies, constant harrasment of customers, trouble to the patient who recently had a surgery, and a white collared fraud. We will be posting all your replies and inhuman approach to this situation on all the social media platforms while my lawyer works on the harassment suit. I promise to never fly lufthansa again and soon this shall become a trending hashtag on twitter and instagram! so all the best and thanks for this constant harassment! you are one of the worst airlines anyone can ever choose!

i have attached the reports, images of my uterus surgery, and refund given by all other airlines and agencies for your further reference.

Dear Passengers, please read my story
I'm Gold Star Alliance's Member
My flight # LH1431 on 21/8/2019 from Sofia, Bulgaria was delayed by Lufthansa and I respectively missed my connecting flight #8860 to Florence. I was given a voucher for a hotel. My luggage was held at the airport and I had no toiletries or pijama to make myself comfortable as a traveler who just missed a flight at none of her fault. My next flight LH#0308 on 22.8.2019 was almost at arrival in Florence when the captain announced that the automatic system failed of that plane, we cant land and we need to return back to Frankfurt to manually land and then get another plane. After our landing in Frankfurt we were told to disembark the plane and get on a bus and stay in the bus while the other plane was fuelling. Then as soon as we got on the bus they said we have to get back on the broken plane and wait there. No one offered us a water when we landed or when we were waiting for the fuelling process. No water! We embark the now second plane and the flight attendant who worked on the back of the Embrarer 190 was Corina Carrasco Rinacdo. After take off and when the seat belts signs were off I got up and kindly asked for water. Her cart was ready for service but she loudly said I have to wait because I'm not the only one waiting for water. I told her I'm having panic attack and I needed water, she ignored and processed to the front to help the other and only flight attendant. I waited but I was feeling I'm going to faint I poured myself a glass of water. The lady Corina Carrasco ( I'm not sure of her name because she refused to provide to me) came to my seat which was the last seat all the way in the back and yelled at me and asked me if I self service water myself and I acknowledge saying ** yes I did**. She continued to bully me and shout at me telling me I cant self service water to myself. At that point I was extremely upset and I asked her for her name she refused. Not too long after she came and once again said to me the captain is informed about your behavior and u can speak to him after landing. I was in tears and in shock. How could this be happening to me and my Lufthansa trip to Florence. She had no sympathy for our state of mind, we just did emergency landing and she was yelling at me for pouring myself a water! Unbelievable! I'm taking this case to all of the upper management of Lufthansa, even to the European Union for being denied water and being yelled at and bullied. Captain wouldn't listen either but confirm that I'm not suppose to self service myself a water. I request a full refund of the cost of my ticket $675 for me missing my flight at none of my fault.
I also request full investigation of this flight attendant*s behavior, discipline action to be taken and an apology from her directly.
I will not put this case to rest until this is resolved. Refund of ticket plus why we were not given water at anytime after emergency landing while waiting.
Thank you
Do not fly this terrible airline

I am writing this complainment letter regarding to the flight LH-432, with the booking reference of LXYDTQ, 2018 (tickets of 220‑[protected], 220‑[protected], 220‑[protected], 220‑[protected])

This flight was scheduled to depart from Frankfurt Airport on 20.08.18 at 17.15 and to arrive Chicago O'Hare Airport at 19.30. However, although the flight was on time, the plane could not land on to Chicago Airport due to the weather conditions. After touring on air, nearly 2 hours, we were informed that plane will land on to Indiana Airport to take fuel. And than, with a second announcement, the airport had been changed as Detroit Airport and the route was changed accordingly.

However, the chaos started after landing on Detroit Airport around 23.30 pm. (22.30 with local time) First of all, we had been informed that the plane would land off after refuelling. Later on, it was announced that due to the staff working hour are overdued; passengers would be delivered to Chicago Airport by bus that is waiting in front of the airport. After custom formalities in Detroit Airport; more than 400 passengers were trying to get information from one staff. Luftansa was lack of organization and short of staff. It was almost morning when we arrived in an nearby hotel after waiting hours for taxi. The next day, we were transferred to Chicago by bus and it was 17.00 oclock when we arrived to Chicago Airport nearly 20 hours from expected arrival time. It was strange that although the plane was one of the biggest planes in the World, there were nearly 30 passengers in the bus. We wondered how the other passengers went to Chicago.

We are aware of that weather conditions are circumstances beyond control. Our complainment is about disinformation, the lack of organization, unequality and to arrive the final destination point nearly one day later.

Moreover, me, my husband and our 5-years old twins, had a big trouble and we have lost one day of our limited holiday

Now, I am seeking compensation under international codes.The passengers in my party were:

TOPALOGLU / BIROL MR with ticket code 220‑[protected]

TOPALOGLU / GAMZE MRS with ticket code 220‑[protected]

TOPALOGLU / UTKU (child, Birth date: 07NOV12) with ticket code 220‑[protected]

TOPALOGLU / YIGIT (child, Birth date: 07NOV12) with ticket code 220‑[protected]

We would request at least half of the ticket price that we paid to be returned as a refund.

Lufthansa just offered us as a "gesture" 100-Euro when we contacted to them