Lufthansa German Airlines
Reviews and Complaints

Ref: LXVKM6

As I am a senior citizen, with health concerns, red meat is forbidden, your choice of meals online in the new delhi-frankfurt-washington sectors ( and return) is inadequate. With no choice I had to ask for, in writing, the least offensive one as non vegetarian meal, hoping I wouldn't be offered mutton, ham or beef.

However, encouraged by your Miles & More profiling, and putting my best foot forward, I called and instructed customer care in India for a sea food meal though it wasn't on the menu, and really wished this would be served.

Imagine my horror when on board, I was served a Hindu meal instead of a sea food meal! Couldn't have been a worse deliberate mistake made by your staff! Soured my experience of lufhthansa.

As my return journey continues from July 23, could you please make certain that sea food is provided on both the Washington DC to Frankfurt and from there to New Delhi sectors?

When flying British Airways on the same sectors, sea food is an integral option, and with the hope that you'll be more customer friendly, I'd like to remain flying with you this trip, and in the future, with sea food being offered.

Awaiting a quick email reply, no later than a week from today,

Sincerely, Rajesh Malhotra
[protected]@gmail.com
June 5, 2018

My partner and I had flights booked from Manchester to Frankfurt LH949 and then a connecting flight from Frankfurt to Athens LH1278 on 25 May 2018. We then had another flight booked with Sky Express leaving Athens at 15.10 arriving at Milos our holiday final destination at 15.50. The first flight from Manchester was delayed and arrived in Frankfurt 6 minutes late according to Lufthansa service desk. It was a bank holiday weekend and we had to go through security and passport control at Frankfurt airport and arrived at the gate 10 minutes before the gate closed for the the connecting flight LH1278. The gate operator told us the gate had closed 2 minutes earlier and wouldnt let us through even though there were still people waiting to board on the other side of the gate. I tried to explain that we were delayed due to the first Lufthansa flight being delayed but she took no notice and would not let us through the gate. We went to the Lufthansa service desk and was told that they could only give us tickets for Frankfurt to Munich LH0112 at 16.15 and then Munich to Athens LH1754 at 19.25. We had to wait in Frankfurt airport for around 6 hours we were not given any vouchers for food. We eventually arrived in Athens around 22.40. We had therefore missed our flight to Milos. The only way to get to our holiday destination was to get a taxi from Athens airport to the port of Piraeus where we get a hotel for the night and then got the early morning ferry to Milos. I am therefore writing for compensation as follows
1. 6 hours delay in Munich Airport 50 euros food and drink
2. Taxi from Athens airport to Port of Piraeus 54 euros
3. One night stay in hotel in port of Piraeus 50 euros
4. Ferry from port of Piraeus to Milos 147 euros

Total claim of 301 euros

Today, Tuesday, May 29th, was supposed to be a good trip to Luxembourg from Budapest (via Munich) but right now I am trapped in Frankfurt due to the incompetence of Lufthansa and their incredibly rude staff only added to my misfortunes.
My flight from Budapest to Munich had no problems at all. But when I arrived at Munich I saw that my scheduled flight to Luxembourg was cancelled. I went to the customer service and found out that they got me on a new flight to Frankfurt and that would take me to Luxembourg (but 3 hours later than planned) but the plane just wouldn't take off due to some thunderstorms in the north (ridiculous excuse; I've flown through a typhoon once from Japan to America), air traffic not giving any approval (and this is supposed to excuse inconveniencing me and everyone else?), etc. The flight to Frankfurt is just 30 minutes but I had to wait over 2 hours for the plane to take off. And the airport staff were incredibly rude and had arrogant tones and in general weren't helpful at all whenever I asked questions. An example being when I first arrived at the gate I was reassigned to (G20), I was told off in a rude manner by this blond, blue-eyed woman who dismissively told me that my flight was unavailable while another woman informed me that it was merely delayed.
And when I arrived in Frankfurt I was told I'd make it to my plane to Luxembourg only to see that it had already gone. As a result I went to the customer service counter and there was this insanely rude individual who kept on interrupting me and not letting me explain myself and had an extremely annoying tone. Worst of all, I could tell from this guy's face and bad English (and his specific accent) that he was Japanese and when I looked at his name tag it had an obviously Japanese name (Shinichi Oichi or something) yet he was insanely rude and acting in a way that, had this been a Japanese airport, I could've gotten him fired. And he saw my boarding pass so he should've been using Japanese with me (as I am Japanese myself) but instead continued with his deplorable English and impolite behavior. The airport gave me vouchers for the taxi and hotel but the hotel is far away and my flight to Luxembourg is at 7 am tomorrow so as a result I'll have to get up at 3 tomorrow. Moreover, when I first got into my taxi, the driver questioned the validity of the voucher, indicating that the airport hasn't properly informed taxi drivers about flight cancelations.
This is my first time flying with Lufthansa and I hope it will be my last. I would like this Shinichi Oichi fired or otherwise harshly reprimanded and/or for me to be given monetary compensation for all of the disrespect I've been made to endure today.

I traveled from India to USA with my pet on April 30th, 18. The only reason I took LH as a carrier was because I was told that pets are taken good care en route. I have been asked at DEL airport to fed my pet and then tape her food. It was told that she will be fed at FRA terminal at pets lounge and will be taken for a walk before she boards the next flight. To my surprise this was not the case. On relieving her at IAD terminal, she was crying in her cage full of her urine. Her food was taped as it is and her collar and leash was missing. The seal which was put at DEL airport was as it is.

This is shameful! First I was told by their contact centre that they accept emotional support dogs (no information was given about limitations), only to be told how their policy is "strict" and ES dogs are not accepted on EU flights AFTER I have booked the flights, but only on flights to and from U.S!

What kind of discrimination is this and why are U.S. people special so that they accept ES dogs on flights to and from U.S. but not within EU? Are we from Europe/Canada less in need than those in U.S?

On top of that, their customer "support" blatantly refused to honour what was said to me and just offered "full refund to acknowledge their error", leaving me literally in tears yesterday (due to my condition I am trying to avoid stress, and this has been nothing but stressful for me, more so because I had my hopes up at first because initial info, only to be let down afterwards), and now I have to deal with the search, enquiries and stressing over my dog's acceptance all over again after I thought I could finally relax and stop worrying!

What's even worse, if I accept the full refund, it will leave me unable to purchase new tickets for additional 3-5 business days (until my money goes back to the card)!

If a GERMAN company is behaving irresponsibly like this and not giving a f*** about passengers, what is to be expected from others?!

On 13 December 2017 at 17h25, I logged a complaint and to date, I have not received a response.

On the 12 September 2017, Mr. Jacopo Pari was re-routing due to Lufthansa Airline strike.
Consequently, he had to spend the night in a hotel where he paid €139 plus €26.40 taxi fare. We kindly request refund for the inconvenience caused to him
I have attached copies of receipts for the amounts stated above as reference

Hello All,

I have cancelled my tickets and re-booked as per advisory from your customer care executive since they provided me wrong information regarding the pet booking. I was being informed by money is going to be refunded within 4-5 business days and agreed for full refund since the mistake was from Lufthansa side.

I HAVE NOT RECEIVED MY REFUND and its PAST 15 DAYS!
I NEED MY REFUND IMMEDIATELY.

I used your apps agoda last Dec 31, 2017 for getting a room at skyrise hotel and restaurants at Baguio City Philippines.

The apps says that the online reservations failed so I paid cash on the hotel insted.

January 3, 2018 I call my bank to check my remaining balance on my Credit Card (Philippines National Bank - PAL Data Center, 4-20-130 Domestic Rd, 191 Zone 20, Pasay, 1300 Metro Manila. Tel number 851-437)
They said Agoda took 1, 850.50 pesos on my acct.
Its not alot of money but I want it back. First of all the apps said it was failed transaction second if the transaction succeed no "VOUCHER" given to me that time.

So im saying is how can I get my money back.

I don't want to write down a bad review but Lufthansa team you forced me to share this experience. I am writing this so that it doesn't happen with other passengers.

Background: I had connecting flight from Frankfurt to Singapore (Flight LH 0778 on 6th Oct 2017) via Lufthansa business class and i came to know that the flight was delayed for more than 12 hours. Once I boarded the flight after waiting for 12+ hour delay (i.e. on next day 7th Oct 2017), During my flight booking, I had placed a request for Indian vegetarian food as i am Hindu Brahman (pure vegetarian since birth). I can't believe Lufthansa flight attended placed non vegetarian meals on my seat, which i realised immediately after took the first bite. [censor] that was chicken. I called the flight attendant to ask her "Don't you already know, i had a Indian vegetarian food as a request" she rudely said sorry (which she actually don't mean it) and moved on. I was pissed off with her behavior and then I noticed she kept on hiding and avoided to pass near by my seat. I would have let it gone the incidence, if your team member had tried to make up by accepting your mistake genuinely & Politely. Am i asking something more than a GOOD CUSTOMER service? Don't you guys respect your customer religion and food preference? I was very very disappointed, Just because of your careless attitude i ate non vegetarian food first time in my life and as a consequences i vomited twice and was feeling uncomfortable for the entire 10+ hour duration of the flight, I was already too much annoyed with the flight delay which had already disrupted my plans for next day and on top of that Lufthansa staff gave me such a food experience to the business class passenger. who had spend his hard earned money to such an experience? Lufthansa team, you guys should be shameful for giving such an experience to your passengers, "I WILL NEVER EVER CHOOSE LUFTHANSA AS MY AIRLINES AGAIN". I will also make sure that my friends and colleague do not choose such airlines as prefer mode of travel.

That's not all, another incident with the same flight, I wanted to claim back the insurance amount from my travel insurance company and i wrote an email to Lufthansa customer service on 31st Oct 2017 to provide a letter with a "reason of flight delay" which is requested by my travel insurance company so that i can claim the amount from them. Since then i have sent many gentle reminders until today to expedite the request (under Feed back ID: [protected]) but there is not even a single reply from the Lufthansa customer service team. This is what you called "Customer service team"?

By posting this review, I would like to see, If you really care your customer. If yes, Kindly investigate the matter/ apologies and learn from such mistakes to be happened in future.

I know it has been a few month . My disappointment was when I flew back from Frankfurt to Boston. I was on Flight 0422 K April 18th Seat 33H .
I had a small Suitcase with me (Hand luggage ). I asked to Flight Attendant if I could have some help lifting it up to the top since I had Shoulder surgery. They told me to ask the Attendant where my Seat is. I asked, got a suprising Answer, I was told by the Attendant that is not her job and I should ask one of the Passengers. After trying to do it myself, she noticed that I struggled. She finally helped me, the rest of the flight she was very rude to me. I assume she was not only rude to me, I heard her talk to other Passengers in the same tone. Unfortunately I didn't get her Name. I do remember her being very tall and blonde. I was always very happy with Lufthansa. I am so hurt and disappointed about my Trip home from Germany to Boston. I feel better just getting it of my chest. I would appreciate a Response .
Thank you

Christel

Christel Bergeron Ph: [protected]
205 Bayberry Hill Ln.
Leominster Mass.
01453

Dear Sir/Mdm,

I am very perplexed and totally disappointed with your response.

My son who is a first time passenger flying on Lufthansa on my recommendation and was merely trying to check what is the refund amount but instead your website is just misleading him to cancel/refund his return flight immediately from London back to Singapore after his university studies. He is contemplating whether to change his flight or cancel for refund so that he could make an informed decision on his return flight but instead he was immediately told that his flight reservation is cancelled and there is nothing he can do about it. He is now left with recluse or alternative. He is just being left high and dry on his own. Are we dealing with a company that is human and flexible or just machines with standard response just to close the matter?

It seems to me that your website is trying to trick first time users or unwary users to lose their seats and thereby you can resell it at a much higher price to other potential passengers. How could such a big company like Lufthansa create such a website where your customer could not even check what is the refund before he could make a decision but instead it was immediately cancelled without him be able to confirm or decline the amount.

I have travelled on Lufthansa since 2014 to Frankfurt and my last trip was in April this year whereby I have even paid more than S$ 2K to change my flight to just one day earlier due to business urgency and upgrade to premium economy class. Even then I was assigned separate seat with my traveling friend when the booking was done together.

Now this has happened to my son who is first time user to your website and he was deprived of his return flight and not even knowing how he will be refunded so that he could has the means to travel back to Singapore after his studies. He will be left with no food and lodging on his own in the UK while Lufthansa is only interested to profit out of ordinary folks who choose to travel on Lufthansa because we believe that it is a good and reliable and ethical airline but to our disappointment it is merely interested in profits but not even the least interest of the customers.

I demand to have my son flight reinstate without further delay and if there is anything untoward happened to him, I will definitely seek legal redress and compensation from Lufthansa and also not hesitate to make known the truth what Lufthansa had make us go through this predicament whereby there is no compassion or empathy towards your customers who may have made a unwarranted and genuine mistake because he or she may just want to find out more information before making an informed decision. We are paying for a service and NOT to be manipulated by your website in the system.

I do not wished to entertain any emails from this point onwards and insist that one of your authorized representative
to call me on my mobile at +[protected] within the next 24 hours. Failing which will definitely compel me NOT considered flying Lufthansa ever again no matter how costly other airlines may be and so do all my family members, business associates and friends when there is no more trust in Lufthansa should you choose to sweep this matter totally under the carpet.

Now after almost 6 months, we have not received any response or refunds back to our credit account.

Thanks and Best Regards,
DavidSeow
David Seow
Control Logic Systems Pte Ltd
26 Sin Ming Lane #06 - 112 Midview City
Singapore 573971
Tel:- +[protected] Fax:- +[protected]
Mobile:- +(65) [protected]
Skype:davidseow313

I was on one of your flights 11-23-16, locator number is 3j733f. I filled out the forms to be included in your frequent flyer program and returned it to the cabin attendant. I as told it wold be processed and I would be given a number to be used when traveling as well as the mileage from this trip. Over the last 10 months i have called 12x with no results. Today was 2 hours on the phone with Davita, Crystal and maybe Sara. All were of no help as it has been over the last year while trying to get this issue resolved. I have another trip booked for this Dec and ant to make sure last years miles as well as the new ones are credited. the # for this years flight is ljtlre. I have sent 4 previous emails with no reply. Is this your customer service or does anyone read this? Today at he end of the 2 hours I was transferred to an all german extension. Please help me get my miles and hopefully the upcoming trip will be better. this has been a nightmare and I am sure you can do better. A reply to this would be wonderful as I have yet to have any response.

The advert that is being shown re people waiting for their boss is in my opinion passing the wrong message. The advert may be easily interpreted differently. The workers may take it easy because their boss is on a Lufthansa flight. There's no need to hurry as the mentioned airlines is always late. This gives the workers more time to relax and there's no need to hurry.

Lufthansa, essentially double-charged me (very misleading promo they had) for a set of tickets. I requested a refund (after being bounced between numerous customer relations people) and they agreed to refund the money I'd been charged.

They didn't follow through on their promise.

I called their customer relations department, wrote e-mails to their customer relations e-mail addresses (as they requested that I do) explaining my issue. They assured me that they would refund my money. Finally, after about 40 days (and follow-up from me) they refunded a portion of what they agreed to refund. I followed up again in writing and by phone to make sure that they complete the refund. Finally they agreed to refund the remainder but told me to wait another 3-4 weeks.

They again neglected to follow-through.

Now over 80 days have passed since they originally told me they'd refund the money they double-charged me. Although they've promised verbally and in writing, these promises so far have just been lies because they don't follow through and they actively conceal any sort of escalation process.

Lufthansa's customer service may be the worst I've ever experienced. Don't fly with them.

My name is SILVIA JUMANCA, on JULY 9TH, 2017, the departure flight
for 1510 from Munich was Cancelled to Timisoara until next day on
July 10 in the evening and I was arriving at 1005 in Timisoara.
I request a refund for the inconvenience that out of all the 100 or more
people I was crying and I had reservation for hotel Neon, where my mom
was sleeping, we are not from Timisoara.
I was so tired coming from Vancouver and then this situation for us not
coming from Europe, like was a lady from Toronto like me.
Please understand my situation, never happened before, for me
Lufthansa is my favorite airline, I want to be again happy with the name.
Thank-You,
[protected]@hotmail.com

Firstly I am a resident of Australia and am not sure if you are able to assist me.
My issue is that on 26 October 2016 I paid an extra amount in addition to the cost of the flights, a total of $184 (Australian) to book seats on flights in July and August 2017.
When we arrived at the airports to check in we found that for 3 of the flights their computer system had allowed someone else to book our seats.
I have requested a refund of the extra amount paid, as I paid for a service which I did not receive.
The issue was raised with Lufthansa on 16 August 2017 and given reference number [protected].
Lufthansa do not wish to refund this amount. Please advise if you are able to assist.
Regards, Kenneth West
Email [protected]@gmail.com

One of the most unethical business practices I have witnessed. I changed return tickets and paid a change fee (per Ticket policy) and I was told by the ticket reservation agent that I should be expecting a refund of $218-50 on my credit card on 8/2/17. I was told that the refund will be issued in 3-5 business days to the credit card. The refund did not appear on my credit card after I checked with my credit card company and I called Lufthansa and I was told that Refund is already issued and it should be an error on the Credit card company side. I called Lufthansa again on 8/22 (my 4th call to Lufthansa on this issue since changing reservation) and I was told that Lufthansa did not issue the refund yet and the customer service agent told me that they are escalating and sending a refund request to Refunds Dept and I should see refund transaction in couple days. Today (8/29) I called Lufthansa again (5th call to them on this) and I was told that it was a mistake and no refund can be issued. All the customer service agent could say was Apologies. I am like Really ? This is one of the worst business practice I have ever seen. I am never going to fly Lufthansa in my life. They are an unfair business and lie to consumers. I would request FTC (federal Trade commission) to look into the business practices Lufthansa uses in USA and put a stop to this.

I had made flight booking with phone banking service and when i went to check in along with 2 yr 9 months baby and a senior citizen I was denied to board as transit visa is required.this information was not provided by the reservation representative and I discussed with them the kind of visa I had.i am not provided any help to board next available flight as the representative at airport did not find 3 available tickets

I called customer service to solve my problem I made by mistake. I booked two tickets under the same name. They asked me to send a detailed email. I did and ... nothing. I have been waiting for their reply since yesterday's morning.
So I just called them and asked what I have to do with this issue. They said, " Sorry, we cannot help you". Probably that's why they didn't reply to me and hid like cowards. I didn't give up and called them many times (don't remember how many) and eventually was told that they will help by canceling my order at all and return $40 instead of 430. This is a terrible robbery for nothing!
Why you just couldn't change my name or just cancel just one ticket?

Last week I flew from Greece to Germany on my way home to Montreal. As my 14 year old daughter and I were waiting for our luggage, she was called to the Lufthansa service desk. She was told her luggage was left behind in Germany. She called me over to give me a PIR, (Property Irreguarity Report YULLH16202). Once that was finally done I went back to get my luggage. I waited there for another 30 mins only to have to return to the Lufthansa service desk because it never arrived. There I waited another 25 mins to add my luggage to the report already filed. The agent there said that we would have both our luggage delivered to our doorstep the next day.

Next morning I called to get an idea of time of delivery, only to be told both suitcases would only arrive around 4 pm and then Canadian Customs needed to inspect them. This sincerely upset me because all our toiletries and summer clothes were not with us. They told me they would reimburse me 100% for toiletries and 50 % on essential clothes. I immediately went to get the essentials and sent receipts on the spot.

The next day only one suitcase was delivered. I called to ask where my suitcase was located and they said it was not lost but still in Germany. I was upset because they had specifically told me they would be delivered together. I opened a complaint file, ([protected]), because I knew I would have to throw out the perishable goods I was traveling with, yet they assured me I would get my luggage the next day, (Thursday August 3rd). When I called the next day to get an estimate time of arrival I was told that my luggage was still in Germany and that it would only arrive 4 pm therefore not to expect it that day. I lost it because I knew all my expensive facial creams, (which could not be put on the carry-on bags), were sitting on the tarmac. I asked if they would replace them. They said only with receipts. This angered me because I said I would not pay for their mistakes. It was then that I asked to speak to a manager. I was placed on hold for AN HOUR only to have them hang up the line. I waited for a call back for another hour. When I called back I was livid. I demanded a manager again only to be told that he was handling a call and that he would indeed call me back.

This manager never did.

On Friday August 4th my luggage finally arrived and as expected the food was ruined, (I had more than 8 kilos of hard cheese which I paid 14 euros per kilo for and they desserts were destroyed). As I predicted my creams and make up, (with the difference in temperature on tarmac vs airplane). Why I am harping on this is because my creams alone are worth over $600 dollars. To make matters worse I received my luggage damaged. The gentleman who delivered the suitcase gave me a paper stating the luggage should be taken to a certain repair centre of their choice. If it could not be repaired then they would replace them.

I was not pleased but I patiently waited for a manager to call. This call never came.

Today, (August 7th, 2017), I took the time to drive to this repair centre only to be told that both suitcases were damaged but only one was authorized to be replaced. I called them on the spot not the agent could not do anything for me, so AGAIN I asked to speak to a manager yet one was not available so I asked if they could speak to the person they sent me to so he can confirm what I was stating. She said a manager would have to call me back to make proper arrangements. I told her I have been waiting for a manager to call me back from last Thursday. She apologized and said the manager was on lunch break and would call me as soon as possible.

Three hours later I called back. I spoke to another agent, this time I said I would wait AGAIN to speak to a manager. After 30 mins the agent comes back on only to tell me I should wait for a call back because the manager was still on the phone. He assured me I would get a call back today.

Again that never happened.

I have never been so disrespected in my life.

Lufthansa does not value my time nor my property. They have stressed me out and disrupted my life. To add insult to injury, I thought I would be a trouper so I tried my face cream this evening.

I had an allergic reaction. I cannot even begin to tell you how upset I am.

I am documenting everything. I am taking pictures of my face. I have taken pics of how long I was on the phone. and I have emailed them 5 times with no response.

I foresee me going to court.

Ms. Evelyn Nembavlakis