Lufthansa Reviews

Our 10-hour transatlantic flight with Lufthansa and Discover Airlines was quite frustrating. The in-flight entertainment monitors didn't work at all, leaving us with nothing to watch for the entire journey, and the cabin crew was rather cold and unhelpful. However, the real nightmare started after landing: our luggage arrived two days late, damaged, and broken open with a note stating that "dangerous goods were removed" and telling us to contact the airline. When we did, Lufthansa had zero clue what was actually confiscated or why. To top it all off, their online baggage claim process is an exhausting, bureaucratic loop forcing you to upload the exact same documents repeatedly across different third-party portals just to wear you down. Terrible service and zero accountability—I will not fly with them again.

I am very disappointed with Lufthansa. We paid and traveled business class from Los Angeles to Munich on May 5, 2026. Upon taking our seats, my husband's seat would not recline. We immediately notified our flight attendant. She tried everything to get the seat to work. She apologized and said that she would have to manually recline it every time my husband wanted to change positions. This was ridiculous.

Flight LH 441 from Houston to Frankfurt Date: July 14, 2026. I have traveled internationally with several airlines, and unfortunately, this experience stands out for all the wrong reasons. The combination of rude and dismissive service, an inadequate vegetarian meal, and the handling of a serious cleanliness issue made the flight extremely unpleasant. Lufthansa needs to do better. Extremely Disappointing Experience – Poor Service and Inadequate Food

**Extremely Disappointed with Lufthansa's Customer Service** Our experience with Lufthansa was one of the most frustrating and heartbreaking travel experiences we have ever had. I had purchased **six tickets** for my entire family, each costing approximately **$1,700**, because I trusted Lufthansa to provide the level of service expected from a world-class airline. Instead of appreciating our loyalty and the substantial business we had given them, we were treated with indifference and a complete lack of compassion.

The seats are good but dirty; when I went to my seat, I saw dandruff on it, and since the flight lasted about 11 hours, I felt uncomfortable the entire time.

I am extremely disappointed with my experience trying to book flights with Lufthansa. I was attempting to purchase four tickets, including a separate seat for my infant. As a parent, I intentionally wanted my child to have their own seat for comfort and safety during a long international flight. However, both the Lufthansa website and mobile app would not allow me to purchase a seat for an infant under 23 months old. In today’s world, this is a surprising and frustrating limitation. Many parents choose to buy a separate seat for their infant, especially on long-haul flights. It should be a simple option available through the booking system without requiring customers to contact support.

Horrible experience. The customer service is non-existent. I spoke to a representative about a double charge for checked baggage. After providing my booking code as well as my ticket number, she stated that there wasn't anything she could do to help me. She asked if there was anything else that she could do, like help me book a new flight. No. The Lufthansa staff at the Frankfurt Airport barked at us for asking a question about the appropriate line for passport control. I am astonished at the level of inhospitality for Lufthansa representatives on the ground and on the phone. I will be sure to exclude Lufthansa from future travel plans.

Do not fly this airline. The staff is friendly. But they will give you the run-around when it comes to reimbursement for cancelled flights and reimbursement for car rental (after cancelled flight).

100% stay away!!! My grandmother had a heart attack and ended up needing to be placed into a home with full time care. She 100% is dependent on me until she can be moved (waiting for a room to open). I had the doctor write a note stating she cannot care for herself - I asked if my trip can be cancelled or moved to March … They declined the cancellation but yes it can be moved for $16,000 more! 16,000!!! They said that’s the price! If I go to their website and pretend I don’t have tickets brand new ones for that date are only $8,000 …. I paid $7300 originally… they declined to refund me because she didn’t die and I’m not terminally ill. Even with a doctors note. Absolutely a joke! Plan to get lawyers involved. Save yourself the time, don’t book!

My experience with Lufthansa was deeply disappointing. The most concerning aspect was not the delay itself—travel disruptions happen—but the way your staff handled the situation. Throughout the process, I encountered employees who appeared detached, indifferent, and lacking in even the most basic sense of hospitality and empathy. At no point did I feel that anyone genuinely cared about the inconvenience and stress your passengers were experiencing. Exceptional customer service is measured during difficult moments, not when everything goes according to plan. Unfortunately, this experience fell far short of the standard I would expect from an international airline.

I would like to express my sincere appreciation to Lufthansa for making my birthday so memorable. From the moment the crew learned it was my birthday, they went out of their way to celebrate with me. They surprised me with champagne, thoughtful gifts, and warm birthday wishes that made me feel truly special. I highly recommend Lufthansa to anyone looking for outstanding service and a truly caring travel experience.

My flight was canceled just one hour before departure. I was then placed on another flight the next day, in a lower class than what I originally booked. After that, my luggage was lost for an entire week. Now I’m simply trying to change my flight and request a fair refund, and customer service is telling me there is no solution. Even worse, during the conversation, the representative was laughing and completely dismissive of the situation. I have the entire conversation recorded. If anyone has experience with social media or customer advocacy, please reach out. I’m considering sharing the footage and recording publicly because customers should not be treated this way. This entire experience has been unacceptable.

No empathy! No compassion. I have lost my money but Lufthansa will suffer more from the countless people I will advise to NEVER fly this airline!!

Because United Airlines flight was delayed and unhelpful and unfriendly custom in Frankfurt airport, we got to Lufthansa gate right after they closed the door. They didn't allow us to go in. Some airline will wait for customers but not Lufthansa. Their flight can be delayed but customers are not allowed. Also LH458 is the worst flight I fly with. The economy seats are very narrow. The problem was I couldn't find an option to change seat before check in. On the check in day, there were no seat together I could upgrade to. I would not fly with this airline again if I could avoid in the future. And I didn't like the food and entertainment too,

They were so rude at the ticketing gate in Rome. Then my wallet was missing after security and they were even worse. I was told to go grab my kids (grown/adult) at the gate and come back into the security room. We had only 15 minutes h till boarding. I told my kids that we were getting on that plane and praying for the wheels to get off the ground. Worse people ever!!

We are now in Namibia with none of our belongings because of Lufthansa's ineptitude in London Heathrow. They have no idea how to judge overhead bin capacity so they start randomly picking people and demanding they check their carry on. Our plane took off with EMPTY overhead bins. The process should not be random; if they have to harass people about their bags they should pick people who are not connecting to other destinations. Very basic but beyond the grasp of Lufthansa.

I am beyond disgusted with Lufthansa customer service. They actively lie to your face, cost you thousands of hard earned dollars, and completely refuse to honor their own employees' promises. Here is the little nightmare story of my family of four:

Lufthansa lost my luggage again in one year in two of my flights. I cannot reach a live agent, chat options are useless. I told them where my luggage is, as I have a air tag, still in terminal one in Munich, today lufthansa wrote an email stating they will make sure my luggage finds its way to Munich airport!! It is in Munich Airport! It is like a joke! Very poor customer service, no one answering, no live option. I am telling them where my luggage is with pictures in the report, they are still trying to locate it!! Look at their response below, bag is in Munich airport already and see what they write me, see the picture. It is embarrassing for an airline to function this poorly.

Lufthansa has a bad opinion and we just learned today why. Horrible airline, they are like Sprit or Ryanair. Our flight was delayed from Dallas to Frankfurt and we wouldn’t be able to make it to our connecting flight from Frankfurt to Wroclaw. Lufthansa didn’t care. The lady on the phone told me it’s not their problem and she charged me and my family over $650 penalty to move the flight…. Wtf. This is our first family trip with Lufthansa and it’s the last one. We will never use that airline again. Go strike as much as you want. If you don’t support people, people will not support you. You can go bankrupt as far as I know and I do not care. This company is poorly managed and had a bad customer service. Save yourself and get a different airline.

Horrible customer service. Avoid flying with Lufthansa. After a flight cancellation and new flight book by Lufthansa 2 days after the initial departure date(!!!) Impossible to get in touch with their customer services, take weeks to have a response, and still haven't got reimbursement after more than 3 months.

My experience with Lufthansa was one of the worst travel experiences I have ever had. My original flight was canceled due to “technical problems,” but Lufthansa refused to provide a hotel voucher because I am from Colorado, despite the fact that I live over 3 hours away from the airport. They also provided no food vouchers or any meaningful assistance. To make things worse, I originally paid extra for a route with only 2 stops, but Lufthansa rebooked me on an itinerary with 3 stops instead. The second flight out of Washington was delayed, which then caused additional delays and problems with my third flight.

Gate agents denied boarding. Clearly high school dropouts who don’t even understand the concept of dual citizenship. No explanations and also refusing to refund the tickets, even though they blocked the boarding. Oh, and also, the agent never put a tag on the bag, so now the suitcase with the expensive presents is lost. And Lufthansa acts like they don’t know what is going on. Clearly the hiring managers prefer high school dropouts outs.

Waited on the Chat line for hours trying to get a refund for paid seat assignment on a cancelled flight. Finally a "live" person came and said "...Please give me a moment to check your booking." A few minutes later, "Due to the disconnection, I need to end the chat. If you need more assistance, please feel free to call at +49 69 86 799 799 or you can start a new chat." I started a new chat, and the position was 229. I can't believe how they run their business.

I've flown Lufthansa a couple of times expecting good service, trying to reach them is close to impossible, trying to get a REFUND canceled flight upgrade is impossible. Chat support is awful if you can get by the AI. The app is an D in a-f scale. My expectations from a German company were much higher. I had to threaten Lufthansa with a small claims court lawsuit to get the agent to accept my contact details for a supervisor callback. In contrast, every US airline, especially United were prompt, empowered, knowledgeable agents quickly responded to refund request, and sent me emails confirming the credits while I was on phone with them.

This is the worst online customer service I have ever experienced from an airline. Maybe more correctly... no service or assistance available at all. Hours of wait time. The online AI system cannot handle simple requests. I have two service issues and no way to get them addressed. I wonder if they only have a handful of people working in their phone service center because I have been on hold for 20 minutes, and my spot has only changed from 152 to 146 spot. At this rate, my entire day will be on hold.

All I can say travelers beware and cargo customers also beware. Rude rude rude and unprofessional at the highest degree!!

I spent 4 hours today dealing with their customer service. My problem is still outstanding and Lufthansa customer service refuses to intervene to correct “their” problem. I upgraded from Premium Economy to Business at the cost of $3,700, the charge was issued onto my credit card immediately (pending). I later looked at my ticket status and the upgrade had not been applied. I reached out to Lufthansa Customer Service, they said they never received confirmation from my credit card company. I then reached out to my credit card company who provided me the transaction number. I reached out to Lufthansa again to provide them all the details of the credit card transaction.

Lufthansa didn't do their job, but passages paid. It was two parties flying out to Seattle. When 1st party couldn't board the flight, it was asked a ticket agent to remove a 2nd group from flight, because if part of the group are not flying, so no one is going. Agent didn't do this! 1st group rebooked the flight, but 2nd group couldn't, because Lufthansa agent DIDN'T DO HER JOB by removing check in. It was still a time before flight departure, so another agent was ask to do the same.

I am extremely disappointed with my experience regarding reimbursement for expenses after luggage issues during my trip to Italy in 2025. I submitted all required documentation, including receipts and detailed information about where the items were purchased. Despite following their process exactly, I received no response and no reimbursement.

This airline should go bankrupt. Always something is wrong. Due to medical issue I had to rebook my flight, no issue, called, paid the fee. The day before my flight it doesn't let me check in, call the main number, and no surprise you are speaking with someone in SOUTH AFRICA, REALLY??? Ended up last person who rebooked my ticket never did, even though I have confirmation about it. Tried to do it again, from $598 fee went to $820 because he couldn't do it manually. WTF is wrong with these ppl.

I had a very disappointing experience with a Lufthansa employee at the airport during check-in. There was no line and check-in had not yet opened. I simply wanted to ask a quick question: if I had already checked in online, would I still need to stand in line once check-in opened. The employee responded rudely, saying they were “too busy” and that I couldn’t ask questions. I explained that it was a very simple question, but they repeated that they could not help and walked away while complaining about how much work they had. I understand airport staff can be under pressure, but this was a basic customer service interaction and the response was unnecessarily dismissive and unprofessional. A simple, polite answer would have taken less than 10 seconds. This interaction left a very poor impression of Lufthansa’s customer service.

We booked 2 business class flights to Paris from Tampa. Lufthansa got notified from the start, we booked 6 months in advance, that we will be traveling with a service dog, but they asked for all the paperworks just 10 days prior departure. After sending all paperworks for the dog, they denied her because they did not recognized the training company/trainer. I have all paperworks and traveled with Delta, United, AirFrance with no issue. So we had to rebook our trip with another airline who did not give us any issues with our service dog. PLUS THEY TOTALLY REFUSED TO REIMBURSE US for the flights. They worked with US partners and while I have found another flight with UNITED who totally accept my service dog. THEY REFUSE TO BOOK IT. LOOKS LIKE THEY JUST WANT TO KEEP MY $8000. HELP!!! And now that I tried to get someone on the phone, I got dropped twice!

Extremely frustrated with their Service agents. Has no trouble falsifying information to support what they incorrectly charged. My seat is a Classic seat costing only 43 dollars. Yet they insisted on keeping a higher fare that they charged to my credit card, which should be charged only for Extra leg space seat. Without even bothering to check the flight seat map, they insisted they were right and had no issue to lie. Called multiple times, one agent even went to the extend of saying that I have called several times to change my seat. First, I did not call to change my seat, I called to refund the excess that LH took. Second, if you don't like helping customers, then please don't work in service industry. Very disappointed.

I’m writing this review as a warning to anyone considering booking with Lufthansa, especially if you’re purchasing non-refundable tickets. My wife had a confirmed medical emergency requiring surgery (with full documentation from her surgeon), making her medically unfit to fly on our scheduled December 21st flight from Seattle to Mumbai. This is exactly the type of situation where you expect an airline’s customer support to step in and help.

I submitted a complete request, including a valid doctor’s note, yet my claim was denied with no explanation, no justification, and no meaningful response. I was not informed of the specific reason for the denial, the criteria applied, or what—if anything—was allegedly missing. Providing a rejection without transparency or accountability is unacceptable and reflects extremely poor customer service standards.

Lufthansa is too pricey, and easily rip people off and refuse to refund or communicate with customers with ticket issues. You don't even know where to call to troubleshoot ticket issues. Merchants impersonate them, rip people off because there is no way to get to the airlines customer service in time to stop the fraudsters.

My wife I purchased economy premium seats on the above flight. I was in 9c and she was in 10h with no allowance to be able to sit together. This also was happening throughout the rest of economy premium. My seat's entertainment screen froze up. My wife's entertainment screen was broken making it very difficult to lift out of side of seat. The passenger sitting next to her moved to the back of economy since his screen was also broken. A number of passengers were also forced to take seats in the back of the plane due to entertainment and seats not working.

Although the 1 flight on this airline we actually took was fine, cancelation of the next flight, moved to another airlines and luggage delay of 4 days qualifies for less than 1 star. I have been going back and forth with them since April. You can only reach them by email, no phone. In July, I rec'd an email they would reimburse us and to send banking info. Have been emailing them since, with no luck. Terrible customer service.

Airlines tend to get a profusion of different complaints from their travelers. Hence, it gives me great pleasure to congratulate Lufthansa for the excellent job of the crew in flight 428 from Munich to Charlotte, North Carolina on Friday, November 14, 2025. And the merit goes in particular to Mattias, the fly attendant who served me with great professionalism and friendliness throughout the over eight hours the flight took. Mattias and the crew leader, on behalf of the airlines, had the courtesy to present me with a bottle of champagne and a nice card in honor of my birthday. Thanks Lufthansa and Mattias, from Señora **!

My husband and I were flying from Milan to Seattle through Frankfurt yesterday October 28, 2025. In Frankfurt five minutes prior to boarding, we were bumped from our Business class seats for which we paid in full at the time of our booking in May. We were told that they had “overbooked” business class and that since we had booked the seats for the a lesser amount of money, we were selected to give up our seats. We argued that we had booked the seats 6 months prior to our trip through Viking. To no avail. They offered us premium economy seats and a 900 euro refund (about a third of what we paid. We told them no; we wanted the seats we had not only booked, and had boarding passes in hand.