Lufthansa Reviews 12,240

More than 24 hours delay on return trip from. Mexico. We had to pay for a hotel ourselves and it took several months, before we got the refund. LH told us we were not entitled to compensation for the delay. Customer service responded rarely and gave us more than once, wrong information. The system they have for complaints is not transparent. You can't see what is happening, if anything at all. After months we took professional help and got money for the delay.

Date of experience: January 10, 2025

We received a phone call on the morning of our scheduled non stop flight from Boston to Munich. The agent informed us that as we had not checked in( the flight wasn't schedule to depart for 10 hours) they gave away our seats and rebooked us on an AirFrance flight with a stop over in Paris. The Air France flight departed 2 hours prior to our flight. I still can't believe they did this.

Date of experience: November 13, 2024

Over the last 5 months, I have been requesting support by the LH Customer Relations (team around Nico Stelke, Martin Mueller, Isa Kara, Christiane Cremer) on various topics, e.g.:
- providing passenger receipts (for invoicing)
- compensating taxi costs (due to delayed arrivals, arrivals to the wrong destination)
- partial compensating flight cost (as the supplier forgot to deliver food for business class on a long haul flight)
- managing broken luggage replacement (that took over 6 weeks and dozens of emails exchanged with the 3rd party provider).

The experience was pretty bad. Most requests were not answered, despite various reminders. If answered, the team systematically pushed back and denied responsibilities (always the first response).

Flying regularly on business trips, the interactions and stalled solution-findings not only caused a lot of effort, but also accumulated significant costs that have remained unpaid until today.

Not, what you would expect as service provided by a "top" airline. In particular, the harsh and aggressive communication by the Customer Service members was next level.

Date of experience: January 17, 2025

Lufthansa claims and support is the most ridiculous service I have ever experienced. I am owed legitimate costs over a cancelled upgrade by ground staff and yet im in a continuous spiral of email replies by outsourced Indian call centres who just make up nonsense in order to not pay. Its unreal!! It has been like this for several years now. It's clear these outsources agents are mandated to refuse and delay legitimate claims all the time. It's just sad for an airline like Lufthansa.

Date of experience: January 22, 2025

They have a non existent costumer service. Making themselves unreachable for complaints. Promosing to reply, but never happening.

Date of experience: August 03, 2024

Company of scammers, thieves and swindlers.
I ordered seat with extra place for legs both depart and return flights paid 230 Eur. But when I checked in I was seated to worst places in the plane in the middle.
OK I thought they will refund my money, but I contacted them Costumer service and gues what. They refuse to give me my money for service which they didn't provide for me... Stay away from this company.

Date of experience: January 15, 2025

I was on a train to the airport, this train hit a cyclist (who died) - and we were delayed due to this extraordinary event. We spent hours on this train, as police, firefighters and emergency services walked back and forth inspecting the damage. We witnessed pieces of a broken bike be lugged off from presumably beneath the train. This was traumatic - so we did what we could to salvage the situation.

When checking the Lufthansa website, I was able to see that I had the ability to refund half the fare - but before doing anything, I called them and tried rebooking first, but they gave us extortionate prices between 2000 EUR to 6000 EUR. It was cheaper to book a whole new trip, outbound and return with a seperate airline.

Since rebooking was clearly not possible - when I asked them to provide the refund, they only refunded the taxes - despite an hour before that having been eligible for half of the fare according to the website.

The worst part of this was not the trauma of what happened on that train, causing the delay. It wasn't the absurd rebooking price... I was to be on a flight to attend my mothers funeral - and I could not even be afforeded the decency of sympathy from this company.

I had asked if it would be possible to honor the refund mentioned on the app, considering all the circumstances but they refused stating coldly "This is not in our control". Well, neither is it in mine, nor Deutsche Bahn.

My experience was not great. I loved my previous experiences with Lufthansa, but this one sealed the deal. I'll never be flying with them again.

I just wanted a shred of sympathy, an understanding of the situtation - but instead I was made to feel like I was wrong to miss my flight, as if it was in my control. Customer service is dead.

Date of experience: January 20, 2025

Delays on all flights more than 5 hours. Missed connection flight. Sent a complaint as entitled to compensation for 3 hours or more and get a response 5 months later to say th4y cannot compensate as it is not their fault is was delayed. Crap airline. Avoid like the plague

Date of experience: August 22, 2024

The worst airline company ever!!! Changed my flights 4 times and every time I was told how lucky I am, cuz “for only this one time they will change my flights for free”. :-D I had to laugh every time, since I bought the ticket with all the possible insurances, against cancellation, if I want to change the dates, in case of any kind of problems or changes, and every time they cancel one of my flights I had to listen to how great they are, and how they’ll put me on another flight free of charge. Omg, really!!! “The best part” was when I arrived at the airport in Mendoza/Argentina and I wanted to check in to fly home since I couldn't do it online…I was told that Lufthansa hasn't changed my ticket!!! They changed the itinerary to a different date, but not the ticket! Lovely!
I had to wait for an hour on the phone until they fixed that and almost missed my flight.
Never again with Lufthansa, the most terrible airline ever!

Date of experience: January 16, 2025

Canceled flight (transatlantic MEX - FRA), lost my dog for few hours and denyed compensation mandated by EU law for months after that years. Leave it to Lufthansa to make moving from one continent to another even more stressfull. Please if you have other options - avoid. Avoid like you would avoid stepping on Lego. The way customer service works has caracteristic of the scam.

Date of experience: January 18, 2024

I completely understand all the extremely bad reviews! I am overwhelmingly disappointed with LH: due to bad weather, we landed in Malmo airport instead of Cph. Before leaving the plane (late, of course), we were promised a bus to Copenhagen from Malmö airport which has no transportation opportunities at midnight which was the time we finally landed. ‘Just go and wait at baggage claim, we will contact you there as soon as we have found a bus for all passengers to Copenhagen’. In spite of everything, this seemed like a good option until we found out, LH had no intention of making good on their promise. Not only did they not hire a bus, they completely failed to inform us of their failure! So we just waited there in vain until we had to ask airport service personnel about when the bus would be arriving. Their response was: LH told us they were not able to find any bus and we should find alternative means of transportation, the only one being taxi at that time of night.
We managed to find a taxi in the snow storm and finally made our way home - ca 2:30 instead of 00:00.
Then comes compensation application: I wrote it and it was approved - until it wasn’t approved anymore. In an email full of errors they decline my request and basically close the case without taking own manifold erroneous communication and information into account. It is frankly unbelievable and totally unacceptable behaviour on the part of LH. I certainly hope they will reconsider or I will not be a customer any longer!

Date of experience: January 06, 2025

Not wanting to pay their obligations
Hotel
Food
Very bad customer support
Rude
After cancelling my flight with a baby

Date of experience: August 09, 2024

“Swiss International Airlines canceled my Jan 5, 2025, flight (Berlin-Zurich) and refuses to refund my unused ticket, business upgrade, and new flight (500 CHF). They only offered 100€. Looking for others to join a class action! #SwissAirlines #FlightIssues #ClassAction”

Date of experience: January 04, 2025

Everyone who's not getting a response or being ignored by Lufthansa - Please start emailing these below. Maybe they will start to listen. I managed to get a response once I'd added these into my emails.

Carsten Spohr (Chairman of the board) and also Jens Ritter (CEO) email addresses:
carsten.spohr at dlh.de
jens.ritter at dlh.de

Customer relations emails:
customer.relations at lufthansa.com
brqcustomerservice.xr at dlh.de

My experience has been truly awful. Customer service is similar to what you expect when you're being scammed.

I've been ignored, cut off, live chat drops many times, misinformed, received contradictory advice and still no result.

All I wanted to do was correct an error in the surname on my booking. I was told this was possible as long as I send proof e.g. passport to them. I did this and they kept rejecting due to missing marriage certificate. So many times I tried and spelled it out to them it's not due to marriage. I felt I was going mad as they kept replying with the same thing.

Their document department can't talk with front line customer services so you can't get a coherent answer out of them.

Then I was told it's 2 letters in a name change only. I asked where it states this in their T&Cs that I've signed up to. It doesn't. But that's 'their policy'. Someone else on customer services said it was 4 letters. Someone else said it not an issue. It's all recorded on the phone call and I refer them back to that. They don't listen or care.

I raised a formal complaint. Had to go via their 'Feedback on a flight' route even though I hadn't flown yet. They ignored the request for a formal complaint.

All in all, I haven't been able to make the name correction after many many hours dealing with Lufthansa and having to endure their awful service and seemingly clueless front line agents.

Date of experience: December 08, 2024

Lufthansa is ignoring my requests and customer service is terrible.

I filed a claim 7 October and Lufthansa has still not responded. In the beginning i was able to respond to the email, but the send me an email stating that it would no longer be possible to use email to write them. But if you use their claims system, you reset the timer for when they "have" to respond and you can expect to wait a minimum of 2 months everytime it is reset.

Date of experience: October 07, 2024

I am a loyal customer with LH, and have had challenges with delays and cancellations. BUT nothing compares to the struggle to get an answer from them when you try to find out when they will actually transfer the compensation they have promised to pay. Therefore I hope that someone from LH is reading this and will assist. If not I guess it is KLM in the future.

Date of experience: October 10, 2024

Lufthansa has gone downhill over the past decade. Besides riding on a nice new plane, the experience was very sub-par. Flight attendants were cold and unfriendly, the food was horrible, and beverage service non existent in economy. Additionally, Lufthansa staff at the Frankfurt airport were unhelpful and rude. I’m done with this airline forever.

Date of experience: January 14, 2025

Terrible Experience with Lufthansa - Avoid at All Costs!

I have never encountered a company as unreasonable and disrespectful as Lufthansa. My luggage was damaged during a flight, and the ordeal that followed was beyond belief. It took almost six weeks for the repair to be completed, and when it was finally returned, it was dropped at the wrong location, causing an additional 10 days of delay.

To add insult to injury, after countless emails and wasted time, the compensation offered was an outrageous 49 Euros toward purchasing a replacement luggage that costs 309 Euros from their store. This offer is nothing short of a bad joke and an insult to loyal customers.

The lack of accountability, the poor communication, and the utter disregard for customer satisfaction make it clear that Lufthansa does not care about its passengers once they’ve paid for their tickets. If I could rate them -10 stars, I would!

Save yourself the frustration and avoid Lufthansa at all costs. This experience has left me disheartened and infuriated.

Date of experience: January 13, 2025

Never ever had such a horrible experience with an airline. Flight from Amsterdam via Munich to Palma was delayed because of mist. Can happen. Lufthansa indicated all delayed passengers that missed their connecting flight would be transferred to next connecting flight. Still good. But, we werent on that list. After being in lufthansa line for service over 2 hours, we were told that we were on the next mornings flight. Not great, but still ok. Can we have our luggage then? No, better to leave that with us and we will ensure it will be transferred to the plane tomorrow morning. Bagage never arrived. Filled in claim for delayed luggage. Never received response. FIlled in claim for lost luggage after 3 weeks. Never received a response. I solemnly swear that I will never ever fly again with Lufthansa, discover, eurowings or any of their related companies, and potentially their alliances, as this is by far the most horrible customer service (or total lack thereof) ever experienced. Worse than Ryan air, at that says something....

Date of experience: November 23, 2024

Have booked a return ticket ! Sadly after the ticket was issued i had to change the return date! Have made at least 12 calls during 24 hrs window without being charged but noone answered as the phone system was down ! Since then i have E_mailed Customer relation and begged for some one to contact me but as yet no one has done so !!! Getting stress beyond believe ! Very diss appointed with customer service in Lufthansa !!😭

Date of experience: January 04, 2025