Lufthansa

Lufthansa Reviews

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Overall Rating1.6 out of 5
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Lufthansa Reviews

ConsumerAffairs has collected 518 reviews and 1,197 ratings.

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Customer ServicePunctuality & Speed

Reviewed Sept. 23, 2023

Our baggage was lost, we missed our last flight due to our delayed flight along with our baggage not showing up and therefore stayed the night there and flew out in the morning. We ultimately got our luggage about 2/3 days later and made it to our final destination almost 24 hours later than we were supposed to. According to EU rules, we were entitled to compensation. After filing a complaint with Lufthansa (and multiple follow-ups) we did not receive response for 2 months. Once we finally received a reply, we were just told that we would need to supply our bank account information to receive compensation. When I stated I wasn't comfortable sending my bank account information over email! We were basically told that was all that they could do and they would be closing out our complaint.

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Customer ServicePunctuality & SpeedStaff

Reviewed Sept. 20, 2023

Lufthansa is extremely unresponsive and feckless. My large size baggage, full of my baby’s belongings has been lost. It's been 50 days, I have called approximately 20 times, filled out many forms, and all I get is talking to a representative telling me to wait and saying sorry. I cannot get to people who actually gives information or help. I did not receive my bag, did not receive a compensation, or even a call telling me what is happening in 50 days.

I travelled with my baby and husband on August 1, from Ankara to Frankfurt and from Frankfurt to Chicago, transit. One of our baggages have never come. I have immediately reported my delayed baggage and then called the Lufthansa customer service, Lufthansa baggage services, and they told me to wait until I hear back from them. I called every other day to see if there is any changes and the answer was always a no. At day 7 I was asked to give a list of items in the bag, continued calling but nothing changed.

When it’s been 21 days, I called again to apply for a compensation and they told me to fill the missing item form on the feedback forms. I have spent so much time to dig in and include all the receipts I could access belonging the items in the baggage. And a couple days later I received an email saying that if these items were missing I should contact the police. I explained the situation and guess what; no answer, nothing. I want help. ASAP.

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    Customer ServiceStaff

    Reviewed Sept. 11, 2023

    I would give a minus rating for the staff and crew. We got changed over from Air France to Lufthansa the day of the flight. They still managed to keep us in Business however we have dietary restrictions. From India to US both legs we were not provided any food. The first leg we slept and when we woke up the rude crew staff said there was no food available and we slept and that is why they could not give us. The second flight said because we got transferred over they did not make any arrangements for food for our dietary needs. We had 2 kids flying with us and nothing was provided both legs even though we flew business as family.

    When I submitted a claim they said this was not something they would consider and closed the claim with the statement that they look forward to seeing us soon. Pathetic customer service and crew. Even in the worst case scenario we will never fly Lufthansa and make sure all our family and friends don't use them as well. If they have any humanity in them they should open the claim and provide a proper resolution. I am sure they will never do that.

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    Reviewed Sept. 2, 2023

    I traveled with Lufthansa from Edmonton to Florence in May 2023. Lufthansa managed to delay my luggage for the entire duration of my trip. I received my luggage a couple of hours before going back home. The luggage had specialized gears for a multi-day hiking trip. The vacation trip was ruined – it was impossible to replace all those gears in a few hours in an unfamiliar city and given it was state holidays when most stores were closed.

    Lufthansa refused to take any responsibility for this, they only agreed to pay a minor fraction of the real loss – shaving supplies, socks, etc. However, they didn’t pay even that – I provided them with my banking information a few times, but they simply didn’t pay. They keep lying that they don’t have my bank information. Lufthansa designed an online system which ensures that there are no any traces of actions. Unfortunately for them, taking screenshots works fine. When I provided them with my banking information the last time, I took screenshots and sent these screenshots to them showing that they have my banking information. After that, they still lie in my face, saying they don’t have my banking information.

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    Customer ServiceStaff

    Reviewed Sept. 2, 2023

    The customer service for Lufthansa is the worst I have ever experienced. The airline lost our luggage from Venice to Catania, Italy. One bag even was sent to Houston, Texas and was finally sent to our home in Virginia, after the conclusion of the trip. We spent a modest amount to purchase necessary items. They will tell you that you will be reimbursed for your purchases. However, trying to actually get the money back is a nightmare. They make it virtually impossible to arrange to get your reimbursement payment. They kept sending me to a link that had nothing to do with reimbursements. I spoke to at least 4 customer service representatives and none of them could offer a clue as to how to complete the reimbursement process. I believe that this is intentional. They can claim that they offered you reimbursement but after hours and many emails and phone calls, you will finally give up.

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    Customer ServicePunctuality & SpeedOnline & AppStaff

    Reviewed Aug. 22, 2023

    I had an unfortunate encounter with Lufthansa's customer service, which significantly marred my overall experience. I want to highlight that this review pertains specifically to their call center and counter customer service, not their in-flight service. Here's the sequence of events that transpired: 1. Failed Online Booking: When attempting to purchase two tickets on their website, the site froze upon clicking "purchase." No success page was displayed.

    2. Immediate Contact: In response, I promptly called the airline to clarify the situation. They assured me that no flights had been booked. 3. Successful Booking on Expedia: To secure our travel, we successfully purchased the tickets through Expedia. 4. Unexpected Charge: Shockingly, a week later, an unexplained charge of $3500 appeared on our credit card from the initial unsuccessful Lufthansa booking. 5. Unhelpful Customer Service: Contacting Lufthansa, I was informed that it was too late to cancel the flight. Despite our numerous attempts to resolve the issue, the customer service representatives seemed uninterested in assisting, consistently deflecting responsibility.

    6. Disputed Charge: We sought resolution through Amex, but our efforts were futile due to a lack of proof for the original call. 7. Airport Frustration: Upon arrival at the airport, we encountered further frustration. Lufthansa's representatives continued evading responsibility, resulting in wasted time and no resolution. 8. Traveling with Extra Seats: Ultimately, my wife and I were left traveling with four seats, a predicament that was entirely avoidable.

    In retrospect, it is evident that Lufthansa's customer service approach is deeply flawed. Their apparent lack of concern for the considerable inconvenience and financial burden placed on customers raises serious questions about their commitment to providing satisfactory service. Regrettably, this ordeal has left an indelible mark on our perception of Lufthansa. We unequivocally will not consider flying with them again in the future.

    Disheartened and Disillusioned,

    Luke B.

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    Customer ServiceStaff

    Reviewed Aug. 22, 2023

    It's the worst customer service ever. They over sold the flight and blocked people that paid for the tickets from flying saying that there is nothing they can do. Now we are stuck at airport and nowhere to go. I will stay away from this airline unless you like taking risks. They only going after the profit and not the people satisfaction. Enough to greedy airlines, enough to discrimination against people, you paid the ticket, you got the right to be in that plane. In fact, I just heard 1 employee of airline saying that the next flight is oversold by 11 seats, which means 11 person will come all the way from nowhere to get stuck at airport because his seat was sold to higher bidder. How is that possible and why we allow this to happen while government is watching. Enough is enough.

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    Customer ServicePunctuality & Speed

    Reviewed Aug. 17, 2023

    I booked the flight from Vancouver to Gdansk (Poland) with short stop in Frankurt. Plane was almost 1 hr late leaving vancouver, I have video showing aircraft taking off vancouver almost 40 min late. Booked flight in December, 4:10 pm departure. Then it was changed to 4:25 pm. Then it was changed to 4:45 pm. Aircraft left the runway about 40 minutes late. Upon arrival at frankfurt it took maybe 20 minutes before anyone was allowed to leave the plane. As I was at the back it took me even longer.

    When I got to the gate with my connecting flight it was too late. I was told to go to customer service where they told me to go to the gate for next flight and hope for cancellations. I was 4th for 3 spaces. Lufthansa gave me ticket for flight next day and voucher for the hotel overnight. Had to find hotel on my own because airline gave me only train ticket not taxi fare. I was not alone just left to my own. I made it to next flight following day. When I tried to apply for compensation for lost day, it initially said I qualify for 600 EU, then next day they said no compensation. Wtf. They said it wasn't lufthansa fault.

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    Customer ServiceStaff

    Reviewed Aug. 16, 2023

    I upgraded our seats on a flight from Frankfurt to Vancouver. Once onboard I found out my seat was broken and non functional. Flight attendants were great and told me to contact customer service and they would take care of me. After dozens of emails, some saying that I would receive a partial refund, multiple saying that a refund had been paid I confirmed that no refund was issued. They first said it was paid to me and then to my travel agent. All of these statements were confirmed to be fraudulent and when I confirmed this with them they have told me that they have reviewed the case and no refund would be paid and they consider this matter closed but please fly with us again. This was the worst customer service I have ever encountered

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    Customer ServicePunctuality & Speed

    Reviewed Aug. 13, 2023

    We flew on 1st Aug 23. One of our bags did not make it and it seems many other people too from the same fight as if an entire trolley load was simply missed? At the luggage desk I was assured if find, my lugguge would be returned in 24hrs. 2 weeks later nothing. Every time I have called the answer is 'This matter has been closed as the lugguge was delivered'. 'Delivered' to DHL who I can see still have it in a depot but can't change the delivery because I'm not the sender.

    $1000's worth of clothing, equipment and irreplaceable personal items. Things bought specially for the trip just.... gone! Lufthansa appear not to have any form of supervisor to speak to, not way to effectively challenge what has happened, no way to get any sort of help. I will never fly with them again. Made a once in a lifetime trip very hard because every day we missed the things we had bought but couldn't use.

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    Lufthansa Company Information

    Company Name:
    Lufthansa
    Website:
    www.lufthansa.com