Lufthansa German Airlines
Reviews and Complaints

I checked in to have my baggage checked. The attendant, very rudely, loudly, said you have to remove your bag and go pay
as you are over the weight.

I said I flew San Francisco, Ca. - United and Lufthansa - August 1 - San Francisco to Frankfurt to Berlin. I have only the same items in
the bag I chose to check than I did before.

She said you are over … I asked what would the charge be; she said $120 US dollars.

Finally she put my bag on the conveyor belt and sent me to Cash Counter; there was no sign saying such to identify where I was to
go. I went over to nearby counters and asked if they were the Cash Counter. Learned without signage they were.

I handed my paperwork to attendant, lovely woman, who listened to my story. Said when she checked with someone, they told
her I should pay $170 US dollars. I had no choice but to pay the charge with my American Express card.

The contents were no more but less. The difference was there were dirty items, not clean ones, and I had left - intentionally -a pair of tennis shoes behind for hotel staff. The attendant did not know how much to charge me initially, I asked that she call a
staff person to avoid my taking bag and going to cash counter. She was not helpful at all. Again, loudly sent me to the cash counter.

The attendant at the cash counter was helpful; I told her I had just been told, I was overweight (I don't know how), and that to send
my bag would cost $120. But she said I had to pay $170.

I feel most unfairly treated and would appreciate some form of reimbursement for this excessive charge. My credit card is American Express Platinum [protected] expires 05/23, security code 4853

Virginia L Hayes - 2934 Baywalk Road, Alameda, Ca. USA 94502 [protected]@comcast.net; phone [protected]; [protected]

Bags lost two days ago. Zero info from lufthansa. On hold repeatedly for over 30 minutes and no one comes back on line. Munich bag claim won't answer their phone lines nor return left messages. The Munich baggage office saw them last but your systems say you have no idea if Munich ever got the bags. I have never been treated so rudely or dismissively in my life. LH simply does not care about its passengers or our possessions. We are now on a two week vacation throughout Europe with no luggage thanks to lufthansa. I am sure no one will contact me from this site either but in case someone actually cares you can email me at [protected]@outlook.com or call at +01 [protected]. Jeff gal

Yesterday whilst trying to book tickets for myself and my family for a holiday next year, I was shocked to learn that they dont honor their prices shown. Upon trying to pay the ticket and do the reservations, the price had sky rocketed to nearly double the price on the payment page, I contact the call centre, not recieving a warm welcome, which in turn said I need to pay the price given. I inturn explained that the price advertised, had nearly doubled when trying to make a payment. I have taken snapshots from begining of booking to the very end which shows the price changing at the end. I am a avid supporter of Lufthansa and never in my years did I think I would be treated in such a manner, this is false advertising at its best and now they refusing to honor the price advertised in the beginning.

Monday, 12 august, me and my girlfriend we had a flight from Heathrow to Frankfurt and from Frankfurt to Athens, Greece and we got to Heathrow and with just 3 hours before they announced us the flight its canceled, they gave us instead a flight going straight to Athens, i cant get a sit next to my gf, the guy who provide us the information it was rude when i tried to explain him i need my sit next to my girl cuz she dont feel safe in airplanes, we wanted to visit a bit the Frankfurt aswell but this not possible anymore because of the direct flight, never gonna use this airplane line in my life and im gonna share my story.

Dear Sir, Mme,

It's been mora than two months now that I keep communicating with Lufthansa customer services with regard to the problems encountered with my Lufthansa flight on June 2nd 2019 to Strasbourg.
As I have explained in my many of previous emails to customer services, my flight from Tirana to Frankfurt was delayed for more than an hour. Nevertheless, as soon as I got my luggage in Frankfurt, I had to literally run to catch my Lufthansa shuttle bus to Frankfurt. Got the shuttle ticked and went to the bus station. Upon arriving there, the driver of another Lufthansa bus (not the one marked in my ticked) informed me that my bus to Strasbourg had left. You have to go back to Lufthansa customer service he said - to rearrange the travel from Frankfurt to Strasbourg. So, I went back to Lufthansa services where I was told that the bus had not left yet, that my ticked was fine and that the bus would leave at 18.30 instead of 17.30 (delayed by 1 hour). Went back to the Lufthansa shuttle bus driver and told him that I was told that my ticked was still valid. "No, No - he told me, your bus has left. You need a new ticked. You need to go back to Lufthansa (all this while pushing my luggage), inform them that the bus has left and ask for a new ticked". Went back to Lufthansa, explained what the driver told me, and after they rechecked the information on their database and spoke to someone on the phone, gave me a new bus ticked for the shuttle bus of 20.30 PM to Strasbourg. I had to eat and drink in Frankfurt, which I had not planned to. Once arrived in Strasbourg I had to get a taxi to the house - still not planned - as it was late.
I phoned Lufthansa (to no avail). I also sent many emails to Lufthansa - Customer Relations (with all the requested documents included) in this regard and explained all this to Mr. Rodel Ocde, Ms. Sunshine May Cayanga as well as Mr. M.A Domingo. As provided by Regulation (EC) No 261/2004 (which applies to passengers whose scheduled flight leaves from an EU Member State or passengers whose scheduled flight is with an EU airline and leaves from a third country to arrive in an EU country) I agreed to the compensation awarded by Lufthansa of a 250 Euros sum for all the inconvenience. I was asked three times (by Mr. Rodel Ocde, Ms. Sunshine May Cayanga as well as Mr. M.A Domingo to send a copy of my passport). However, even though I have contacted Lufthansa's Customer Relations regarding an approximate date when to expect the compensation, I still haven't had a reply from them or received it.
Honestly, I believe that for all the inconvenience caused and all the time consumed writing the emails the agreed sum of 250 Euros does not cover all the inconvenience.
Truly hoping that someone will get back to me in this regard,

Regards,

Mrs. Brunilda Bara
Email: bruna.[protected]@gjk.gov.al
P.S. Please find attached all document (ticket, passport details, photos, bank details and emails) concerning this.

In the flight from Frankfurt to London LH900 Friday 2 August 2019, Departure time 8:00 am. FRA to LHR Business class I had a very unpleasant experience with the service in the business class. First of all the the service was very slow the stewardess were talking to each other instead of serving and when I complained to the chief stewardess he grabbed from my arm in a bully way and he asked me to explain what I meant. Later when I left the aircraft instead to greeted me he was sneering at me making funny noises to my face.
I found distressing my whole experience in that aircraft and I would be very pleased to take into consideration my complain. The chief stewardess who denied to give his name was absolutely horrible and you should consider a reprimand to him.

My name is Archontia Mexi, Ticket number : [protected] and Record Locator GMQMYM.

July 10 flight from London LHR to MAD via Munich. Boarded on Biz class LH 2473, and than LH 1804. Arrived to MAD, missing one large duffel Kipling bag, with lots of important items. Some cant be replaced. Value of items at least EURO 2, 300. Filled out form got PIR number and since July 10th NO ONE from LH contacted me. I sent emails, calls, send detailed item list, asked where shall I submit receipts, when I will get reimbursement at least for for what I bought (I spent more than Euro 1, 500 by now), yet, NO communication. I emailed to CEO of LH in Thailand where I live, no reply. I called Germany HQ spoken to Customer Service, no help. Nothing. Based on LH website, I must get respond within 24 hours, and communication within 5 days. Why this is not happening? Shameful service.

To whom so it may concern, ,

We family of 10 were flying from JFK to JOMO KENYATTA INTL Kenya.
one of the ticket number LH/KTKT [protected],

We Landed there at 8.10 pm, once we reached to our hotel we found out that one of my bag was damaged and broken, also we have put in the tickets vegetarian food for 10 of us and they did not have any vegetarian food for all of us.. so next time we are not going to travel to Lufthansa and we will let others know about our experience.. we need our bag's compensation as soon as possible..

thanks.jay.

Lufthansa airline needs to educate their staff about the food they serve on flights from Germany to UK. They serve sandwiches to passenger which is good customer care gesture. However, their staff don't know what kind of meat there inside sandwiches. Many Indians travel via Germany to other destinations and majority Indians are Hindus who don't eat cow/beef/stake. Cow is sacred animal for many Hindus worldwide. I request to please respect the fact and educate Lufthansa staffs about Hindu dietary requirements. Thanks.

Hello,

I would like to submit a complaint about what happened to me at the airport. In fact, i received a text message few hours before my flight that one leg of my flight was delayed. So, i could not catch up the following flight. I called the airline lufthanza, the agent told me that there is only one flight after 11 hours with a 6 hour layover. I accepted the changes in order to put myself in the safe side. However, he did not mention any other option. He said you can also refund and wait for it. Actually i travelled with my enfant who is 4 months old. I ended up being stranded at frankfurt airport. I got in touch with the customer service there. However, they did not help me and the only thing they gave me are some coupons. There was a flight with lufthanza earlier than the planned one. I was waitlisted, but then there were no seats. So i was struggling with my baby at the airport and even her formula finished. So it was a very hard situation and no help was given. I also was stranded at casablanca airport as well for 6 hours. I would like to request a compensation for the bad customer service and the carelessness for customers to enjoy a nice trip. In addition, my stroller was lost in frankfurt and i filed a complaint but i am still waiting for it i have to drive to get it from the airport.

To whom it may concern,

This email is to lodge a complaint regarding a flight rebooking for booking code: V3G4G9 from London to Dar es Salaam. Since I can no longer make this flight, I tried calling customer service to rebook the flight for a trip between Boston - Dubai. However, I was informed that my flight could only be rebooked only between destinations in the same continent (Europe and Africa). However, I was NEVER informed of this condition at ANY point during the flight booking, payment or confirmation process. I was only made aware of the following four conditions as shown in the screenshot attached - implying that I should be able to rebook between any two locations as long as I paid the 130 GBP fee and the fare difference. While calling the agent, they were also unable to provide or send me any proof whatsoever of the above-mentioned fare condition, which gives me all the more reason to doubt and suspect this. This is completely unreasonable and unfair since I was never made fully aware of the ticket restrictions and rules while making the purchase. Every customer is entitled to receive such information BEFORE making the payment. Even now while looking at my flight details/itinerary or trying to book another flight on the same route, I still cannot find any evidence for such a restriction on rebooking.

I don't think I should be held liable for any conditions that weren't included within the terms and conditions of my ticket. Thus, I would like to lodge a complaint and request that I either (1) be given a refund for this ticket or (2) be allowed to rebook between BOS-DXB as indicated by the only fare conditions supplied to me while booking (and the only conditions mentioned on my itinerary). If a satisfactory resolution is not provided in this matter, I will be proceeding to take serious legal action against Lufthansa. Not providing such crucial information at the time of booking is equivalent to blatantly lying to, and cheating customers. And I want to ensure that the airline is held responsible for such unethical and illegal actions and that other customers won't have to go through this in the future.

According to my ticket conditions, I need to rebook the flight before tomorrow (Friday, July 26 2019). Thus, I really hope you will be able to respond to this email before then.

I flew with Lufthansa on 29 June 2019 from Johannesburg South Africa, to Alicante Spain, via Munich. Unfortunately, my luggage was routed through Frankfurt instead of Munich, so when I arrived in Alicante, my luggage wasn't there.

I reported the matter at the airport and was advised that the luggage would arrive in due course. At 8pm when my luggage didn't arrive, and when Swiss port no longer answered the phone, I was left with no choice but to buy new clothes since I had an important meeting the following day.

I spent almost 300 Euros to buy a new suit, shirt, shoes etc.. I only received my luggage the following Monday evening.

I lodged a claim for compensation upon my return to South Africa a week later, and after acknowledging my initial email, subsequent email to enquire on the status of my claim have been ignored despite see several reminders.

The service I've received to date from Lufthansa has been disappointingly shocking. All I want is a response to my email, and compensation for my untimely loss, so I can put this ordeal behind me.

My name is Aregash Samuel Hafebo
Client number [protected]

On May 20, I was traveling from ADD t AMS fr wrkshop. My first flight was ADD-FRA (LH9695) which went well. My next flight was LH0986 from FRA-AMS, which was canceled. The information we gt in FRA is that the weather in AMS is not good and the running field is not good in AMS, thus we waited until abut 11:30 and then came by train. I was not compensated fr the time sent and fr the delay in the flight status. Thus I am requesting fr compensation f the delay.

Kind regards
Aregash Samuel

Flight details. Lufthansa flight no. 949. Depart Manchester 0630- 24/ 6 /2019.
Reservation no. TQFSSM. Airline locator. Q15HHT. Ticket no. [protected]
We arrived at Rome, our cases did not. We were on Holland America cruise. Our cases disappeared for 2 days. Cases arrived in Dubrovnik. I have tried to get in touch, customer.relations@lufthansa.com. and customer.relations@lufthansa.co.uk with photos of damaged case and all photos of baggage numbers and boarding passes, but no response from Lufthansa.
Maybe this claim form will get some response.
Yours. Derek Stewart. Tel. [protected]. Address. 14, Carrowreagh Park. U.k. BT161TN

My parents aged 79 and 74 were traveling with Lufthansa Booking Code# K2M9R3 from New Delhi, India to Seattle, WA. Departure date from Delhi 3 June 2019.
They landed late into Frankfurt due to delay in departure from New Delhi. Their flight in FRA got rescheduled and Lufthansa changed their subsequent flights. They were put in a flight to Washington DC with a 1 hr 20 min layover to another connecting flight to Seattle.

It is impossible for anyone to go through US Immigration, Customs, baggage and board the connecting flight with such a short layover. When we checked we were informed that the min time required for a connection was 1hr 15 mins. However please bear in mind that this is an international flight requiring lot more formalities and hence the time for changeover is impossible to achieve for anyone, let alone elderly passengers.

They missed their connecting in Washington Dullas( IAD) and were rebooked in two separate connections: IAD-SFO and SFO-SEA. My parents who were to arrive at 11am on Jun 3 in Seattle reached 2am the next day - a delay of over 15 hours. Not to mention they now are in a domestic flight that had narrow seats. They were not provided any meals/refreshments/water post boarding at Washington. Their journey from DEL-SEA has become 36 hrs.

It is extremely irresponsible of your agents to have re-booked senior citizens in a flight with ~1 hr connection. The customer care had been of no help when I requested to be connected to a ground agent. I have received no updates on what is going on.

I am frustrated with such careless rebooking and need you to refund the full fare of the travel to my parents for the discomfort this has caused.

--Deepa Krishnan

Passenger#1: Vijayagopalan Subramaniam
Passenger#2: Vijayagopalan Suganda
Lufthasa booking code: K2M9R3

I am making this complaint on behalf of my parents who took LH 0757 on 10th of July 2019 from Mumbai to Frankfurt (transit) to Calgary, Canada (destination). After reaching the Airport at Frankfurt, they were provided wheel-chair service after dis-embarking (no wheelchair for disembarking the flight to gate) the flight themselves to the departure gate, for their onward flight to Calgary, Canada. But the main problem started at the departure gate. No wheel-chair service was provided at the departure gate to the flight. My father who is 76 years old with a history of Parkinson's disease had to go looking for a washroom, leaving my mother at the gate. When he did not return for 30 minutes, she went looking, requested assistance from people at the departure gate, after a lot of insistence they finally made an appeal and announced with the passenger name. While my mother was in distress knocking men's room stalls, the booking agents at the departure gate sold their tickets, even after knowing that a 76-year-old man (transit passenger) is missing. Finally, my father was found disoriented in front of another gate confused looking for signs.
When they returned to the gate "apparently" it was too late and since their tickets were already sold they were asked to go and see the on ground Lufthansa flight staff at the airport.
By now my parents were stranded in a foreign airport, where German is a foreign language to them, with no money (they just had a few euros). They finally reached out to me in Calgary. After talking to ground staff, they informed us that it would cost money to issue them tickets for the next day morning flight, which I had to pay, what if my credit card did not work?
Again, they were stranded at the airport for 24 hours with little resources for 24 hours finally they made the next morning (11th July) flight to reach me. This harassment was unwarranted and seemed intentional to us. How can your ground staff leave old people stranded at the airport with no accommodation and food? also when asked for help there was an attempt to extort money for new tickets, as if it is their fault that no wheel-chair service was provided. According to your international website - https://www.lufthansa.com/be/en/passengers-using-wheelchairs, following service should be provided:

• We will support you during boarding and disembarking
• We will help you to stow your carry-on baggage
• We will assist you in getting to and from the toilet

While i understand the importance of flight being punctual on time, i do not understand how the agent in the first place was able to sell their tickets, while she was frantically crying and running around and looking for my father who has a history of parkinson's and often get's disoriented and confused. Then they left to wander about the airport all by themselves without food, water or accommodation. If he had been provided wheel chair access to onboard, which was a promised service by your airline none of these would have happened in the first place, even after that you were still trying to do business asking for money and making the best of the situation . I am not sure who is responsible weather Lufthansa or Air Canada. But since our booking and original booking was with Lufthansa, we are making this genuine complaint. I would request you to investigate this and get back to us with a favorable resolution ASAP. My father could have fainted hurting himself fatally or got lost, it could have been a very bad situation for us. This was a distasteful experience, which will linger in our minds for a long time and we would share this story repeatedly with people we meet to remind them of what wonderful services are provided by your Airlines. Please do not consider this as a general complaint but a warning, not have you not provided promised services but have also failed to provide very basic services like food, water and accommodation to Elderly assistance seeking passengers. Who had to survive on biscuits lounging on an open airport waiting to get their next flight, all so that they can somehow come and see their children.

Passenger Details:

Mrs. Sudha Pal
Mr. Susanta Pal

Compensation expectation:

1. Tickets fares to and from origin to destination.
2. Compensation for harassment at the airport by your staff.
3.Compensation for leaving elderly people in an open airport for 24 hours unattended without food, water or accommodation
4. Immediate refund of additional fees paid along with interest.
5. Compensation for failure to provide promised services.

Please see attached relevant documents like receipts and boarding passes.

Thank you,

Gaurav Pal

Good Day,

I'm complain about the service of Lufthansa in Warsaw regarding the payment in EURO.
During the check in, regarding the payment of extra ticket for the Cat's the cost was 60 euro and the operator she told to pay in Local Currency instead Euro.
I would like to know if it is possible especially if the Poland is in Europe Union.
This create a big issue and problem to the passenger during the check in.
Thank you in advance.

Massimo Rinzivillo

To keep this simple I have already complained to the Hertz Operator in Trondheim, on this matter, of which my complaint was based on the offer recieved via your booking site Ref Bookingcodes H8104973981 (car hire) and QAPKJL (flights) And Basically I was complaining about the price difference between what I ended up paying compared to your price offer of hiring a car, and yes the price offer was not gauranteed, but when Having to pay 100% more than what you offered, was anything but pleasurable. If You need
detailed Information to conclude your answer to me. The Hertz customer service complaint number is 1431330. they received my complaint per E.mail .

I booked with Lufthansa not knowing that the long haul flight to Frankurt and Munich to JHB return was operated by SAA. ( probably my fault for not reading properly ) But to associate SAA to your name is very damaging to your airline. Lost luggage, visa entry complications, no tv`s working, remotes not working, outdated planes and the list goes on. By you endorsing them, I will never use Lufthansa again either. Just a shocking experience.

I flew from arland on the 4/07/19 with a connecting flight from Frankfurt to Dublin and when I landed in dublin my luggage couldn't be found...I spent and an hour in dublin airport on arrival with the lost luggage department and today I'm getting no help at all from tour airline with the whereabouts of my luggage...I'm due to fly again back to sweden with connecting flights ...I've no clothes and deeply concerned about my flight on sunday!