Lufthansa German Airlines
Reviews and Complaints

My name is Damian and I'm writing you from Montreal.
My parents were supposed to leave Bucharest on December 18, 2018 - see booking number Lufthansa UPRLQL in the reservation here up - at 06: 25h with flight LH1423, make a stop in Frankfurt from 2: 40h to fly afterwards for Montreal at 10:05 am with Air Canada flight AC875.
According to the information I received by telephone from Air Canada the flight from Bucharest was delayed from 01:00 am and in Frankfurt my parents were separated. My mother was redirected to Montreal via Toronto - flight AC877 from Frankfurt to Toronto and flight AC430 from Toronto to Montreal - with a total delay of 12 hours and my father was returned to Bucharest with flight LH1422 at 20: 30h the same day, so with a stopover in Frankfort more than 10 hours ...
Consider this very delicate situation and will also take into consideration that my parents had a support service for their entire journey and a letter that was clearly indicated my cell number - [protected] - and the fact that they speak neither English nor French and only Romanian - their mother tongue - I would like to have explanations on the following points:
1) Why was my father returned to Bucharest despite having an electronic travel authorization issued by the Government of Canada since February 1, 2018 - see attachment - as well as a valid passport?
2) Why were they separated without anyone notifying me? It seems to me that in the year 2018 it is not very complicated to call someone on his cell, is not it?
3) What do I have to do to get a refund of the cost of my father's ticket?
Thanking you for the attention that you will bring to my request and looking forward to your response, I send you, Sir / Madam, my best regards.

Damian Imbrea Bistriceanu

My business day is just ruined because your employee simply didn't understand my urgency to keep my cabin suitcase with me. I explained this would cost me a big delay in time if my suitcase goes to airplain stores.
My flight departed 06:20 from paris. My name is: marco antonio llave gomez.
There is no way to restore or compensate the outcome of a business meeting that I couldnt attend.
Honestly speaking the no freight airlines provide a better service for passengers that are in a rush.

We were on flight LH431 Oct, 3 2018 from Chicago to Genoa.
We had stop over in Frankfort. When we got on the next plane my husband realized he left his sunglasses in seat pocket in front of him.
We were in row 20 he had isle seat. Called your baggage customer service and was told no one turned them in as the flight attends will check plane but not always turn them in. they were Gargoyles and cost $200 . was told maybe they kept them.

Spoke with person on Nov, 1 2018 First call was on 10/4/2018 was told it was to early for them to check. Call at a later date,

Dear Complaintsboard team,

I would like to file a complaint against Lufthansa because of the losses and suffering they caused me and my family

My wife and I confirmed our booking in flight LH599 LUFTHANSA WED 17th Oct from Jeddah to Zurich through Frankfurt at 0230. We arrived at the Airport just find the flight has been cancelled with no prior notification.

Our names:
Mohammed Aljifri
Rahaf khoja
Ticket #:
[protected] (original tickets are attached)

Saudi Airline members handled the travellers cases, and they provided an alternative flight through Jordanian royal airlines, but the departure is at 530 and the transet time is 4 hours instead of 1. Making the final arrival time 330 PM istead of 725. A total loss of 9 hours from our first payed night at Zurich. We have only 3 nights in total.(replacement ticket is attached)

Additionally, i asked them to provide accommodation for at least a lounge entry to wait until the second flight, but the Saudi Airlines memeber, Khoja, declined saying Lufthansa doesn't provide such compensations. I gave it another try at the launge reciption when I asked him to have Lufthansa pay for the entry, he called and they declined

I had no choice but to pay around 100 USD (420 SAR) for me and my wife at the only launge available in the airport. Later I was astonished to find that other economy class passengers from the same cancelled flight the who have European passports and moved to turkish flights with less waiting are escorted by a saudi Airlines member, Altayyar, to the launge and they were admitted for free! Not to mention the USA passengers who were provided a free of charge taxi to taking them to the other terminal. I stormed to the launge reception asking him for refund, he tried to call but they refused saying that Lufthansa is being charged a discounted fee for entry!

The suffering didn't end where I needed to wait with my sick wife, who had an nausea andupset stomach with diarrhea and the medication had worn off, because we had to wait for an additional three hours at the Jordanian Airport.

This is not the first "technical issue" with Lufthansa in Jeddah in one month period, but the discrimination between passengers of the same class completely unacceptable. I kindly request the following:

1) full compensation for the 420SAR fee (attached recipt)
2) return flight to be upgraded for both stops for both of us (tickets attached)

I will not accept any other types of compensation. Otherwise, I will have no choice but to escalste to StarAllince and the Saudi Civil aviation.

Thank you for your time and understanding.

Regards,
Mohammed Aljifri

I had the bad surprised when scanning my boarding pass to be assigned, my friend and me, new seats.
From row 9 we've ended up at the 25th row.
I made the remark to the steward at the airplane entrance, he just answered "we change to a bigger plane, you should be more comfortable, if you see available seats in front after the boarding completion, just go...". He was staring at me, as if I was asking the most stupid question ever...
That was not my point... pffff...
I was travelling with a 5-months-pregnant friend, and the thing is: the less you stand the less you get tired...
And at the end: if there were available front seats, should I look for them by myself and ask for them, while I was, since the beginning, supposed to be seated there?
During the flight, this steward passed through the corridor, looked at me and didn't even say anything.
Oh my god... They don't even have the basic commercial attitude...
I am really chocked about this kind of attitude: did I ask for the moon? Do I need to explain thousands of things to get what I'm supposed to have?

Fakhri Hamidi Nasseri had a returned ticket booked for June 3th 2018 from O'Hare Chicago to Tehran. Her reservation code was Q9OXN5.

Lufthansa's customer service was contacted, informing them that because of Fakhris's medical condition she was admitted to Nursing Home. The attending Dr. Feliks Mavashev stated that because of physical and mental condition she can no longer travel independently. At the instruction of customer services's agent, a letter identifying this fact was emailed to [protected]@dlh.de several weeks prior to her travel date.

Since there was no response, the customer service was contacted at which time she instructed that the Complaints Board should receive an email describing the situation.

Please respond at [protected]@yahoo.com

Thank you for attention and action.

JULY 17, 2018 Booked Lufthansa Business Class flights for 2 from San Diego to Cairo for February 14, 2019 returning from Amman March 5, $11, 000. Booking Code N5RGRS . Received a CHANGE OF RESERVATION NOTICE on August 28. Was in Spiez, Switzerland, at the time, ill, and without phone service, canceled the reservation using my mini i-pad expecting that because the flight was still 6 months away, a refund would ensue. Instead, I received a notice that the refund was to be $165 per ticket for the taxes. Since then have contacted reps of the airline and found a brickwall. $11, 000 loss to a multi billion dollar airline for no service to me, and it will resell that space to someone else for another $11, 000. I should buy stock! Robert Small

I had a flight booked back for June 13th 2018 from SFO to Munich and return on June 29th 2018 Munich to SFO.
my reservation code was Y3EWAF with flight number 458

I contacted Lufthansa customer service several times some weeks before my flight submitting medical paper work that I was sick and could not fly. I was promised a full refund to my flight and the representative calling me back in July never followed through with it or took my credit card information to refund me over $2400 US!. This is now November 2018 and I still have not heard back or gotten any refund from my flight.

I am appalled by this lack of care and service. I have been a customer with Lufthansa since 1989 and I will make sure this word get spread everywhere in the US to not use Lufthansa.

I really would like a swift refund and not a phone call from some person that does not speak German or English.

sincerely

Dr. Lore Vanden Heuvel
[protected]

After many unresponded emails and phone calls to Lufthansa apart from the countless phone calls I am resorting to writing to star alliance hoping it actually means something.
Lufthansa keeps bragging it is a star alliance member but the kind of service and customer support Lufthansa gives, being a star alliance member might just mean bad airline. I flew from Lyon to Mumbai on 7th September by Lufthansa airlines LH2247 and LH 764 and my checked baggage was delayed for more than 35 hours.
Lufthansa being a big airline name worldwide, I don't understand how can this be taken like such a joke!

Lufthansa didn't take any responsibility for the inconvenience caused to me and didn't give any compensation after I have to sit at home all day hoping for my luggage to reach me because there is no way to contact you and of course the harassment caused to me at the airport at midnight after my bag didn't come at all after a long 14hr flight.

Then I have been calling and mailing to provide me with the documents to claim insurance at least but no response! This is the worst international airline experinece.

For now, I request you to take this matter a little more seriously. They absolutely don't care about their customer experience. 3 'feedback' IDs have been generated for me so far and my issues are still unresolved. I hope Star alliance is not just some meaningless tag and actually takes responsibility when their members misbehaves.

Kindly help me resolve these issues and hopefully next time I hear star alliance member, it should mean something.

I was supposed to travel from Cairo to Zagreb and my transit was in Frankfurt
my flight was LH583 on 18/9/2018 and return date to Cairo on 2/10/2018 . I arrived at the boarding counter of Lufthansa at Cairo airport, The man at the counter after a long time asked me to sitdown for 5 minutes, After 30 minutes of waiting they said sorry we cant let you travel on Lufthansa, They didnt give me a reason for that at all and the speech wasnt respectful or good at all.
I told him as Egyptian i dont need a transit visa for Germany specially when my transit was only 1 hour and at the same terminal in Frankfurt airport so.
I tried to explain him the law that i dont require a schengen visa or transit visa for my trip to Croatia but he didnt offer too much help.
I lost my flight and my accomodation in Croatia, That costed me alot of money ( Transportation-Visa-Flight ticket-Accomodation)
they refused to change the airlines for me or give me my ticket price back.
they really ruined my holiday and my trip was never done sucessfully
i called the call center of Lufthansa they didnt help me at all
i havent got a response from them although i sent alot of emails and iam running out of time because my education is going to start and i had to travel to Croatia before my education
the airlines wasnt helpful with me at all, They didnt cancel the ticket from their side when they denied my boarding and didnt tell me i had to get a paper as a prove that i went there and they denied my boarding.
sadly Lufthansa market in Egypt doesnt treat us in a good way at all

My wife and I flew from Birmingham UK 31 July 2018 LH957 to Frankfurt FRA then to Hong Kong LH796. Our baggage went missing in Frankfurt because our flight from Birmingham was delayed. We reported our loss in Hong Kong. The 2 bags arrive at our hotel 2 August some 29 hrs after us. We had to buy some basic clothing not least because I was attending a conference at the Hong Kong University of Science and Technology. I have submitted a claim for the clothing to Lufthansa with receipts and they have given me a reference number ID [protected]. My complaint is that despite further emails to them and asking the question as to my rights in this matter they have not contacted me.

Dr Edward John Murray

To Whom it May Concern
On 3/8/18, at 13.55, I boarded SQ1355 ( sold as LH9765) at Singapore.
I landed at Frankfurt at 20.42 and made my way to the correct gate for my LH332 flight, Frankfurt to Venice.
Here I was told by the Lufthansa gate attendant that Singapore Airlines had taken me off the Lufthansa flight - with no explanation- despite the fact that:
*I was at the gate 15min before departure
*I had a confirmed seat 10F
*I watched an Australian couple who had been on the same previous flight from Singapore arrive at the gate after me and board LH332
The attendant continued to ignore me despite being in a wheelchair and asking for an explanation, knowing that my luggage was booked through to Venice.
At 22.49 she announced the gate closed, told me the flight was overbooked, anyway, and walked away leaving me with the wheelchair attendant.
I am 74 and had just completed a 12hr flight.
My questions:
1. What right did Singapore Airlines have to take me off a Lufthansa flight
2. Why was I not informed by txt, phone, email?
I received a txt from Lufthansa advising me of a gate change for LH332
3. Why was no alternate arrangement made by Singapore Airlines for my overnight accommodation at the airport, and rebooking on a flight the following day ?
It took me 3 hrs, in tears, being shunted from one place to another before finally a Lufthansa Passenger Liason Officer ( Philipe Rosileo?), managed to contact someone in Singapore Airlines ( up until then, everyone I spoke to, told me the Singapore Airlines office was closed and there was no one to speak to), and received approval to book me into the Airport Sheraton and on to the LH324 at 08.10 for Venice that morning. Incidentally, he informed me that there was no shortage of seats on LH324
As a result of the above I lost a night and most of the day of my stay in Venice, was in a state of anxiety for hours and only had 5hrs sleep on the night of 3rd August.
All my previous experiences with Singapore Airlines have been excellent hence my complete bewilderment at being treated in this shoddy fashion.
In light of the above experience I expect :
* a full apology
*full compensation for:
*my anxiety,
* loss of one night's accommodation in Venice
* loss of most of 4th August in Venice.

Looking forward to your prompt response.
Sincerely
Vivien Royston

My baggage was last in the hands of Lufthansa Airlines. My baggage ticket has sunexpress on it with the bag ID#. I left Turkey, Izmir and went to Munich Germany (my final destination being Greensboro, NC) I've spent endless amount of time making calls, going to the local airport (Greensboro) and no one wants to take responsibility for my missing luggage.My Munich flight to Washington DC was delayed by 4 hours, so I missed my connecting flight to Greensboro, NC and which was originally on United (which I missed due to the delayed flight) but ended up on American Airlines, going to Charlotte, NC, then Greensboro, NC. Although I was close enough to my area of Winston Salem, so my wife picked me up in Charlotte, and I never went to Greensboro, except to locate my missing luggage.

The last time my luggage was located was when I arrived in Washington DC The Lufthansa agent located my luggage which was still in Izmir Turkey at that time. I was told it would be brought to my residence here on Tuesday but it never came, and no one has been able to locate it since. Once you contact me, I can give you all the flight information and baggage number.

Thank you for your assistance

Disabled person, blind, heart problems and language barrier had requested wheelchair assistance and left unattended and not helped. Telha Shehu and Nails Shehu. Reservation LT9ZTJ Sea/Fra/Tia Flights 491/1424. Never offered assistance on Fra. Missed conx. Passangers had requested help for the whole trip. Mobility assistance. Disabled and abandoned.

I recently made reservations for tickets, one - UZW4DM - £1085.00 and OH7KMC - £743.70 on the 14th March. I was given up until the 18th March by midnight as the last day for holding the tickets for me.
I called on the 17th March and paid for both bookings, however on the 21st March I received a modification notice in my booking - change of my seat number with the booking reference- OH7KMC.

I immediately called your Lufthansa, but was put on hold for at least an hour before the lady hang up on me. Then I again called on Thursday 18th, was again put on hold for 45minutes. At this rate I realised that, I need at least a good half of my day to sort this issue so I called on Friday. I made a payment for the booking reference UZW4DM £1095, which was supposedly not taken on the 17th March.

I am therefore writing to complain about the following issues

1. I am not happy to be put on hold and having to pay call charges currently totalling over £50 in trying to sort out your inefficiency

2. £56 was also taken with the booking OH7KMC, this was not mentioned at the time of payment on the 17th March. I believe it is a criminal offence to take any such money without my permission from my account. It was a telephone booking, the customer assistant did not mention that they will debit my account for an extra amount of £56, after paying the ticket. A further £0.01 was taken a couple of times from my account on each of these days by LH Koeln Autorisierung. I am not sure what activity this is, by yourselves, and I believe that it is illegal and criminal to randomly use my bank details to debit my account as you wish.

3. There was no reflection of payment taken for the second booking UZW4DM, so I called to clarify this. I insisted on the same price but was only able to get the price of £1095, £10 higher than the original price. Why should I pay more by £10 for a mistake that I was not responsible for?

4. There was a further £56 debited from my account, which I was later advised that this was due to booked seat, however if it were so, why was my seat modified on the 21st? This notification was sent via email.

5. I requested for a receipt in all my telephone conversations, but was advised that this takes 24hours. It is very appalling that up until today this has not been fulfilled, I have not received any such receipt to confirm payment or flight.

6. Considering the above, I asked for a call back to save on my call costs getting anymore higher, but none of the customer assistant was willing to call back. Hence, I resolved to sending by e-mail.

7. I received an acknowledgement for my complaint sent on 30/03/2018, on the 10/05/2018, and later on the 25/06/2018 a response about my change of seats, but nothing about my non-issued receipt showing how much I paid for the ticket.

8. I replied to customer relations - Lufthansa, and raised the fact that I am travelling with minors, it will only sensible to sit together with the two minors and that was why I booked seats as I had done. considering that Lufthansa is not ready to provide a service they claim to provide, and as we were getting nearer to the travel time, I decided to cancel my ticket, and requested for a refund. So far, £390.10 has been credited into my account out of Total £1884.70 = £1085 + £743.70 + £56
Can someone kindly explain what this money is and, when I will receive the total sum back.

I look forward to hearing from you on the above matters I have raised in the very near future.

Hello
We are regular Lufthansa customers and recently completed a travel to India on Lufthansa (Conf code : 2P32PU and MP2LQN business class). Our flight back to the US from Chennai, India via Frankfurt was July 3rd morning at 1.50 am. When we returned back to the US and opened our checked in bags all the bag and clothes were completely wet and our new clothes and suits were all soaked wet
We believe that our checked n bags were left in the heavy rain without adequate protection just before departure from Chennai July 3rd am as when we boarded the flight there was continued rain.
we have many of our new and old clothes and purchased items including snacks packed food items spoilt.
We are really upset and disappointed at the poor baggage handling in Chennai by Lufthansa and want this addressed and compensated for
We would like to be contacted regarding this at earliest possible time frame to settle this complaint

Karthikeyan Ananthasubramaniam MD
6974 Lexington Drive
West Bloomfield MI 48322
cell : [protected]
email: [protected]@hfhs.org

Dear Sir

Please find below confirmation of booking made directly with yourselves for return flights Hong Kong to Marco Polo Venice Italy for myself and my husband.
On the day of our return flight the flights were cancelled. The staff at the airport dealt with this very well and eventually we were taken to a hotel in Treviso for the night and told we would receive emails detailing new flights back to hong kong. As we did not received an email we telephoned your customer service department the following morning. It took some time to get through. They informed us of the new flights which were due to leave within the next hour and half, our only option was to take a taxi to the airport (40 minutes away) to ensure we could get this flight. Apparently the remainder of our party from the airport had been picked up by bus an hour before but as we did not receive any emails we were unaware of this.
We commend you on reorganising our flights however due to the lack of emails would like to claim reimbursement of the cost of our taxi to the airport. 65 Euros.
I do have a receipt for this payment however my scanner is not working at present.

Sir,
My self Rajeev Mathure would like to complaint about ground staff at Basel Euro International Airport. Our Flight No. AF1093 on 26/6/2018 was cancelled and I alongwith my family and friend members were switch over to Lufthansa flight No.LH 2395 against seat no. 22A which was schedule at 9.30 AM on 26/6/2018. We were happy and to see dream to avail us the facility to travel at one of the famous International flight co. When we approach for the boarding pass, the ground staff available at counter against above boarding pass has given ill treatment with angry face and did not co-operate. We were two family of 4 members. By mistake one of our family member put 3 check in bags and immediately after re-aliasing the mistake we requested with folding hand to return one check in bag. But she denied and angrily behavior with us. Due to her such treatment we have to throw one of our new bag near dustbin for which she feel to happy. We could see the disparity being Indian and other nationalities treatment given by her. This was unkind heartless and in human treatment given by the lady staff. We hope that the Airline authorities will advise her to desist from such behavior with Indians. We got nice treatment and food at Aeroplane service staff.
Hoping for your favourable action and intimate us accordingly.

I called Lufthansa May 18 at 1315 to clarify if my passport had enough time on it (expiration date of July 21, 2018) for my flight to Oslo and return to the US on June 16th. I was assured by the customer service rep that this was so, that I would have no problem.
When I tried to print the boarding pass on Monday June 4 for the June 5th flight, I was refused. When I called the customer service rep, I was told I would have to re book as my passport expiration date had to be good for at least 3 months after the return date to the US.
I also have the Lufthansa app with all of the passport info in it, and not once was there ever any alert re: there not being enough time left after my return to the US.
I had to book a one-way flight to Oslo that cost me approx. 2300.00 D US.
On the way back from Norway, I check in on the app for the return flight home and no problems, but was still unable to obtain a boarding pass. I called Lufthansa, the customer service rep stated she could see I was checked in and to get my boarding pass at the counter. I tried and was again refused a boarding pass as I did not complete the first leg of my trip. Lufthansa wanted to charge me 3500.00 D US to buy my seat back. Instead I bought a one way back to Tampa on Scandinavian Air for 1440.00 D US.
I have NEVER spoke to so many customer service reps who did not seem to know the correct info to tell me or for some reason are not allowed to tell me.
The itinerary number is VXSLQU. TPA>FRA>OSL and return was OSL>FRA>TPA. Flight dates are June 5, 2018 and return on June 16, 2018.
I would have had plenty of time to renew my passport if I had been given accurate information. This is the reason I called to speak to someone personally. Instead I lost 2 days of my 10th anniversary trip, not to mention the cost of two one-way flights. I want full restitution of the airfare (1222.70 USD and hotel expense for the two nights in Oslo that I was not there of 250.00 USD). Also, the hotel expense for having to stay overnight in Miami to renew the passport which was 210.00.
I will not bother to ask for gas expenses for the 5 hour drive to Miami and 5 hours back. I can support all of my claims with documentation.
This was an appalling lack of customer service. On the positive side, my husband flew the original itinerary and was happy with the service otherwise.

Thank you, Leslie Napolitano

Date Apr/10/2018
Booking No. pys2yt
We paid extra and booked seats for more convenience but, we didn't get when we checked in on flight from YVR to FRA. Instead, we had to take different seats and different isle. Our Booking paid seats were 30H 30K but we got 41C, 42B.
We are asking for refund.
My name: Abbas Ebadypoor
My wife Soghra Zendeh del
Email. [protected]@hotmai.com
Tel: [protected]