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I booked twice with Lufthansa and they cancelled my booking without any notification. ANY NOTIFICATION. I paid using my boyfriend's credit card with enough funds. I called Lufthansa and they told me they cancelled because a problem with the payment, they did not specify which problem was. And moreover, I was allowed to do the check in online, and went to the boarding gate, and I got a big surprise when they did not allow me to board the plane! They made me waste my time, which any monetary compensation can compensate that, because I was in an emergency to get to my country. Lufthansa sucks.
Terrible! A month and a half ago I bought tickets from Kiev to Dublin on 09/09/17 and back to 21.10.17. I could not fly 9.09 because of work, I bought another ticket. In the end, when I tried to register for the flight online, the site gave an error. I called the support service, and the manager explained to me that my second ticket was canceled! I HAVE NOT RECEIVED ANY NOTICE FROM Lufthansa ABOUT THIS!!! It was necessary urgently to buy a new ticket, which cost 414 €!
At Dublin airport, the boarding began 25 minutes later. From Dublin, I flew (unfortunately!), but the flight was late for 30 (!) minutes. It landed 13 minutes later, but we got into the airport only 20 minutes after the landing. Connect between flights was 1 hour. When I reached the registration gate for the flight, the bus, just closed the doors and I was not allowed on the flight. The officer of the service center said that the nearest flight will be in 12 (!) hours. And, since I had time between flights (as long as 30 minutes to get from one terminal to another and an inspection) THEY REFUSED TO PROVIDE ME THE HOTEL AND FOOD!!! I'm sitting now in an empty Frankfurt airport and "enjoying" a sleepless night, thanks to Lufthansa.
I had a Lisbon Moscow flight with a 10 hours transition in Munich. I missed my first flight and bought a later flight from Lisbon to Munich by Lufthansa for 415 Euro expecting that I will be able to use the second part of my flight, namely from Munich to Moscow. Guess what? They sold my second ticket out and could not give it to me anymore. This is pretty insane. It means that if you don't show up on time at the beginning of your journey all the rest of your journey is not valid and next tickets as well and they can sell your seats in the plane again. No matter if you get to that second plane by either means. The extra money that they made selling your tickets in such case will not be passed to you. As for the staff members who told me all that, there were several of them. But one of them was Jäger ** at München Flughafen.
Today I spent 900 Euro on Lufthansa and I could spent thousands more over the next years but I will not because of this very rude and unprofessional instance. And actually, he told me all that like 15 mins later when the check-out ended. On top of it, before he was "trying to make it work at some other desk". I can only add that I spent so much time on running in the airport and asking who I should ask and why my tickets that were visible in the system at the electronic check-out but cannot be printed.
As a group of 7, we booked an Austrian Airlines flight to Barcelona in November 2016. In February details of the flight has been changed, a new booking confirmation has been sent to me. We moved to Barcelona last week. Yesterday evening, still in Barcelona, we checked the flight back to Vienna, which should be done by Lufthansa in the original booking confirmation. No booked flight was on the schedule, therefore we contacted Austrian Airlines by phone, got the message, that Austrian forgot to inform, but the guy from call center told us, he has rebooked our group to Air China, everything should be fine.
Early in the morning we arrived Barcelona Airport, no confirmation for our group at Air China! Air China recommended to go to Lufthansa counter. On the Lufthansa counter we met Mrs. **, she was extremely friendly and helpful, called Austrian Airlines in Vienna... and after an hour, Mrs. ** solved our problem and we arrived Vienna a couple of hours ago. Without the support from Mrs. **, coming back to Vienna has not been possible. Thanks Mrs. **. I hope it will be possible, that this will be forwarded to Mrs. ** as well as to her boss.
Got into Lufthansa flight, and due to overbook I received a compensation. NEVER manage to get this compensation until this point, and I claimed it on early July (so it has been almost 3 months. Reduce a bit of processing time, so it's 2 months). The reason being: a) Never got any info from financial department. b) Does not have direct contact number to that said department, only contact via email. c) The sheer volume of email received by them is too much. None of this has anything to do with me. NONE. Please, hire more employee or somebody who can read email carefully. It's an email damn it, how hard can it be to read a bunch of those. Aside from that, the flights that I took were 75% delayed (means that 3 out of 4 flights were delayed). Never fly Lufthansa again.
P.S. This is the usual response from CS, "we hope that you can be patient about this". You must be kidding, no? If 2 months is not patient enough, how long should I be patient for? Try asking yourself if you can be patient if you are not receiving things that should be yours (e.g. salary) for two months. If you can, then I can be more patient.
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I have purchased 2 premium economy tickets between Johannesburg and Frankfurt due to departure in November 12th 2015. 2 days before I have checked the reservation online and was saying that the flight had been canceled, therefore we have purchased another ticket with Swiss Airlines as the hotel and other attractions in Paris were not refundable (Nova Passagem 4.pdf). We have only received an email saying the flight was canceled on November 11th due to the strike of Lufthansa (IMPORTANT: Your flight LH573 Johannesburg - Frankfurt/Main, 12.11.2015, 19:40). I have tried to contact the call center to ask for a refund as I couldn't do it online because the card used to purchase the tickets was expired by the time the flight was canceled. I believe that the service center was also on strike, so I left a message on their website (Your requested dated 12.11.2015 10:11.).
While we were already flying to Paris with Swiss I have received another email with a reschedule route through London, however the email arrived after the schedule departure date for the proposed British Airways flight. (Change of Reservation, Departure 12-November2015, **). I haven't traveled to Europe since that day, until January 2017 when I had to attend a business meeting in Germany. So I have restarted my communication with Lufthansa in order to use that amount to issue a business class ticket to Frankfurt. On January 13th I have contacted Lufthansa offices in Luanda Angola (where I work) to try to book the new ticket however I was informed that I should talk to the Johannesburg branch as the original tickets were purchased starting from Johannesburg - This email is in Portuguese (RE: Remarcao de passagem).
On January 17th after going personally to the Lufthansa offices at OR. Tambo International Airport and calling the South African Call center I have email their customer relations department in order to find a solution for my case (Ticket Re-Schedule due to Strike on 11/2015). My business trip couldn't wait for a response so I purchased another ticket for that purpose. I have received on the same day the protocol number to follow up the issue with them (your feedback has been registered under FB ID **). On March 14th I have finally received a feedback saying that no compensatory payment was due and that the ticket couldn't be reschedule because it was expired. (your feedback to Lufthansa, FB ID **).
I use to have respect for German companies such as Mercedes, BMW, Bosch, etc. because of the high quality of their products, until I have my two encounters with Lufthansa's Customer No Service. My First encounter was very unpleasant when I tried to re-book my flight because they refused to check me in, even though it was not my fault showing up one hour before my flight, after they bounced me from one terminal to the other. Their customer service was unbelievably rude, no support at the airport whatsoever. They treat their customers as if they were ISIS or the devil. I still don't understand that???
My second encounter was about a week ago, my mother traveled from Houston To Tunis with two bags after they switch her flight from Lufthansa to United, one arrived and the other one is nowhere to be found. Lufthansa desk at the airport were of no help unless if you are there to buy a ticket. They could not even call Frankfurt airport and check with the luggage office there, or check the computer to see where was the last time my bag was scanned. All they said was "we don't know where your bag is and we cannot call".
So I decided to call their rude customer no service, and of course all I get is some Filipino rude call takers that have no clue what to do or how to trace anything, and the girl kept telling me that she cannot check anything or call any airport, and that I need a file number in order for her to check the status. After several calls to the customer no service, a ** man answered and was able to create a file number, but no info on where my bag is or anything, all they tell you is "wait 24 hours and check to see if anyone uploaded any info on your bag". A very passive way to do business.They refuse to tell me where was my bag scanned last, refused to tell me which airport my bag is at. They never apologized for losing my bag or anything.
I was so pissed off at them and their ignorance and disrespect towards their customers to the point that I decided to never ever again book any ticket with them, even if they hand me a free ticket I will throw it on their face and they can shove it. I also decided that Lufthansa represents Germany and the German people. If they are out to disrespect people, I will never allow that, therefore I decided to sell my Mercedes car, and get rid of anything I have that says made in Germany.
I rather buy things from nations that respect people and value their business rather than people who does not give a damn about anybody and think that they are something they are not. Lufthansa it is only a matter of time and you will go out of business. I will never stop telling my story and the bad experience with those dumb customer service personnel and the poor support, and lack of compensation of customer's time and hassle.
German workers are good at demanding their rights and high wages every freaking year, but when it comes to them treating customers, they are careless, and they try to cheat them out of their time, stress, and luggage. Please Please Please do not fly with Lufthansa at any cost, you will regret it, and your luggage will end up lost or damaged because they hire the worst and the cheapest workers from the third world countries, that will disrespect you and will lose and steal your luggage.
On a flight from Frankfurt, Germany to Boston, the boarding staff was extremely rude, aggressive and racist. I am a ** skinned woman from the Caribbean and my husband is a ** Scottish male. The boarding staff told us we couldn't sit together because they had to separate us to accommodate a family. This is fine and I am understanding of this but when I asked her why they chose us, she said it's because we were two individuals flying together. I told her we were a married couple. She became hostile and kept repeating over and over that there was no way possible we were married. She was belligerent and rude and refused to help us fix the situation she put us in. Terrible.
I did fly on the 5th off July from Philadelphia airport to Frankfort. Then I had a lay over in Frankfort for 14 hrs to be on the flight 1326 to Tunisia that was booked for 9:45 pm and after it got delayed many times we did board the plane at 12:00 am. Well we were on board then we had to leave the aircraft because what they said it's a luggage problem and missing passengers. Well they lied to us because I found out much later that the luggage patrol were on strike in the airport and refused to do any work. Then they asked us to go downstairs to go through the line and get a reservation for another flight for the next day and I was starving. All they gave us is Peanuts and water.
Well after waiting 2 hrs in the line we got the new reservation for the next day at 9:00 am. Then we left in cabs to a hotel that was 30 miles away from the airport and a 10$ voucher to a restaurant that was closed at the time so I starved to death in the room. Got up at 7 am rushed to airport then they canceled on us again. We were waiting from 8 to 12:30 to board then we got stuck again in the plane starving till close to 3:20 because they say it was a problem with the which was a lie again because the strike still on. Well the had to leave the plane because it's a security problem. Well we suffered on board starving till they got us sandwiches. Well I got to Tunis around 4 pm local time. It's absurd. Please give me my money back.
I would like to share my experience with Lufthansa customer service department. After one of my flights with Lufthansa, my bag was completely destroyed by Lufthansa baggage caring staff. After one month of communication with their customer service department I finally got message that my refund request was approved. However, despite the fact that they have totally killed my suitcase, they were ready to refund only 70% of the cost of a new one (closest replacement I'd found in store). After that for 2 weeks their customer service representative has been lying about the fund transfer process (being in operation. as you can Imagine, I had not received any refund).
It has been more 2 months now and there has been no refund. This customer service department stopped reacting on my emails. So I am left with no bag now, as my pre booking with the shop was terminated as they could not hold bag for such a long time. Another customer bought it. DO NOT trust Lufthansa!!! Their customer service department is scum and they treat customers with no respect and lie about their serviceability. I am deeply disappointed...
But, at the border I had a misunderstanding with a border officer. I thought I was being helpful and he asked me to step aside and he searched me, for no reason at all! He even called the policewoman, just to be as nasty as possible. The policewoman was nice. She asked me what happened and I explained. I think she understood the situation and she immediately gave me the passport and let me go! I said to myself after that incident that I should never use Lufthansa again but then I thought about it later and realized that one person cannot represent everyone else because everyone else was always nice. I felt like punching him on the face though!
I bought two tickets by mistake under the same name. I called customer service and they said email them. After I emailed them I am still waiting for a response. Then I called just to be told that they cannot do anything and that is the reason they didn't respond by email. After 7 phone calls, 1 email without response they told me that the only thing they can do is cancel my flight and return to me only 60 euro out of 350 euro and they cannot change the name or anything else but I should buy a new ticket from them.
Me and my 4 children booked tickets to fly with Lufthansa on June 7. 2 days before the flight I talked to a representative who asked me about the seats requirements and passports expiration for all passengers, I gave the passport expiration date and the representative said, "You are ok, the passports are valid and you are confirmed to fly on June 7". Today on June 7 me and my 4 children show up at the airport at the check-in counter. They tell me that 2 children cannot fly because their passports expire less than six months from the date of the return. Well hello? Why this was not communicated when they confirmed the seat!!!
We had to take our bags back to the car and run to the passport agency and try to renew their passports, in the meantime while kids were crying and tired we had to call the travel site where we booked the tickets and pay $3100 extra to change the flight date to fly 2 days after the confirmed flight date. Now we are out of $3100 and my wife and kids missed the flight and the whole day ruined because of incorrect information given to me regarding the passports. DO NOT TRUST THIS AIRLINE.
I realized that my last name was incorrect on my reservation. I called to get it changed. I was told that it was most likely due to my infant daughter being connected to my ticket (her last name is different than mine) so the system changed my last name to match hers. They said the only way I could get on the flight is if I pay a fee of $2327.96. FOR CHANGING MY LAST NAME! I have talked to 8 or 9 different people, all of them were rude and dismissive of my situation. Saying that if I don't pay it, then I'm not going.
We are taking this trip because my grandmother is turning 90 and she would like to meet her one and only great grandchild. We are planning on taking her to Rome, so all these other travel arrangements have been made that we cannot miss. I talked to 2 supervisors, both of which told me that I would need to "figure it out". I asked for a number that I could file a complaint with corporate so they gave me the number to customer relations. They said that only the reservation team (the people I was just talking to) could help me. So I got transferred over there. They in turn then told me that the only people who could fix it was customer relations, so I got transferred back to them.
After a few times of each party trying to pawn me off on the other, I finally tried to email the CEO and some other corporate people in charge of North America. Let's see if they will even give me the time of day. It's crazy that I had to pay $2327.96 on top of my original ticket which was $605 and some change just to get the last name on my reservation changed for a flight I haven't even gone on. If I could give them negative 5 stars, I would!
I book a plane ticket via a Greek online agency with Lufthansa aircraft. I booked the ticket 19/5/2017 and travel from 18/7/2017 from Oslo to Athens and return 3/8/2017. I decide to cancel the ticket 22/5/2017 58 days before the flight. I pay 303,88€ and I get a refund 69€. I will never use them in the future.
I'd like to open a formal complaint against Mr ** who made my flight from São Paulo to Frankfurt (LH 507 - 03/04) a living hell. When I got the boarding card for this flight I wasn't informed that the seat that I previously booked for 90 EUR had changed. As I got in the airplane I asked Mr. ** what had happened as I booked that seat (27A) for being window and I wasn't happy to be moved to the middle because is extremely uncomfortable.
Mr. ** kept repeating that the 27A was broken and I had to be moved to 27E. I understood the situation, however I was trying to show my disappointment and, instead of being sympathetic, he robotically repeated the same answer, not even trying to apologise. In the end, he just turned his back leaving me talking alone. Even the passengers around me looked astonished with his behavior. When I tried to talk to a different cabin crew member, he interrupted and ask me to sit as the plane was about to take off.
I had nothing else to do unless to get to that seat. I got very frustrated with this situation and before the plane landed in Frankfurt I asked to take note of Mrs. ** name on the badge. That's when everything started. After that, he went twice on my seat: first asking if I am Brazilian, which I confirmed and he replied with what seemed to be a very racist smirk. In the second time, he asked for my boarding card. I inquired what he needs it for and why I was the only one who he asked it. He was very vague saying that was only to "wrote something". I couldn't believe that it was happening! My documents were in the bag. I told him that I would give it to him once that we landed.
When it happened, with everybody leaving, I thought that I finally got rid of that embarrassing situation, when I after a minute I was stopped by a federal police female running in my direction. I was the ONLY one who got stopped. I asked the reason of it and she said it was normal. Then I asked if it was related to a cabin crew staff which She didn't answer and gave my passport back.
I am totally shocked with what happened!! First I had my pre booked changed without any warn, then I have to deal with Mr. ** being rude and not willing to assist me. After that he start harass me asking for my documents and send a federal police to check my passport?!? After 12 hours flight, I feel totally invaded and humiliated for this horrible behaviour! It just an unacceptable situation and something has to be done against Mr. ** whose conduct is below than unprofessional! I also requested his information in order to take a legal action against him and the company.
I booked the 6 round trip tickets for the entire family, 2 adults and 4 kids from LAX to Cairo for 2 months tickets. And she spent fair time over the phone with me to go through best offer on these dates and I confirmed the both dates and destinations many times. Then the next day I call and confirmed the date and process the payment for all tickets over $4500.
Then after one week my oldest daughter realized she need to change her ticket only for the departure date so, my wife called and they told her this are not possible without a fine which was fine so, I called Lufthansa to pay this fine fee and I found that all 6 tickets was wrong and the Agent swapped between the airports and instead of flying from LAX to Cairo it was Flying from Cairo to Lax and the other way back to Egypt. I really don't know how this could happen, especially I was clear that I am from Los Angeles area and my address and credit cards from LA, so they offered me to switch the tickets with no fine. I have to pay additional $4600 so, the tickets will be over $9000. Otherwise I will lose the entire tickets.
Me and my husband, we took the flights LH463, MIA-FRA, 10FEB17 and LH1298, FRA-IST, 11FEB17. Because I am pregnant and I have gestational diabetes, I cannot eat everything. So when the food service came to us, there was only pasta option. I said "I cannot eat that." The cabin crew helped me and found me a meal that contains proteins, and they said that "For the return flight if you contact to Miami Lufthansa office, they will help you with the very special menu." This part is fine.
Then before our flight back to Istanbul, we had contacted Miami Lufthansa 3 times. First staff said that she will put a note about the special menu but I have to check 1 day after. We said ok. Then we called again. The other staff said that we should call 24 hours before the flight for the special requests, but she said she will put a note on the system. We accepted and called 24 hours before the flight. That time was the disaster. The stupid girl on the phone kept me 1 hour on the phone then she said it is less than 24 hours and she cannot get my request!!!
She was literally incapable and she does not know what she is doing. At the end of our 1 hour conversation, when she said that she cannot take a special meal request because of timing, I got mad!!! Then she talked with the supervisor and confirmed my request. (At least she told me so.) 1 day after we went to the airport, I asked to the counter about a special request. Can you imagine there was not a single note on the system!!! The ground services staff helped me and contacted with the cabin crew, and I had seafood menu. I had mentioned to that girl maybe 10 times, what I can eat, what I cannot eat... Anyway, that was really disappointing for me and stressful. You are on a 10 hour flight, and you may not able to eat anything.
Don't keep these kind of staff for the brand reputation. Anyway, I have another flight for the 8th of March. I will not book on Lufthansa definitely!!! After I posted that on Facebook page of Lufthansa, instead of finding a solution, they asked me to delete the post!!! They started to argue with me on social media, can you believe that?
In Los Angeles my flight was delayed 4 hours - I was treated well and flight staff very accommodating... that's where the positive experience ends. I travel regularly for business domestically and have come to expect a certain elevated level of customer service. Flight was cancelled on return out of Berlin. I arrived early at the airport. An official asked me to stand by the check-in desk that I would be helped. I speak German and kept checking in that they not forget about me. They let a couple get seats and another passenger and then told me I had to go to another gate flight was full. Mind you my company paid 1st class fare 1 way!
I went to the next gate. Was told flight left and told to go to another gate... about 4 hours had gone by - no seating. I threw my suitcase to the ground and raised my voice in German cursing the pathetic customer treatment. The agent I first met approached asking me to calm down - I replied - I tried that approach and look where it got me... 4 hours later. I was eventually booked on another airline... middle seat... etc. I will never fly Lufthansa again - they used to be the standard... their ground support in Berlin is the worst I have ever experienced.
Short: I was offered to upgrade my flight from Economy to Premium economy for the flight from Frankfurt to Boston. I agreed and paid. The option I got was worse than the original option, I couldn't return to my original option neither on the website nor by phone. I wasted a lot of time on the phone waiting for the support forever, got bad options, and had to give up due to long phone conversation. I recommend avoid Lufthansa unless you absolutely have no choice. In addition, they have the worst ever distance between the seats. Long people should avoid them if they value their knees.
Longer: I purchased a seat selection option as I can sleep only near windows. During my flight from Boston I have noticed that the leg room is so small, I got my knees injured by the front seat and almost ruined my left knee when the passenger in front of me decided to recline. I am 6'4'' tall but I am not that unusually spectacular tall to be squashed so much on the intercontinental flight. That is when I realized that getting an upgrade is health saving. I accepted the web offer to upgrade to Premium economy. Well, I paid for the seat selection when I purchased the original tickets, and the website proposed I would be able to change the seat as soon as I purchased the upgrade. I paid, and the website informed me I cannot select seats anymore! Moreover, I cannot get back to my previous selection. (By the way, the website is not good, it is much worse than any other airlines I flied with, it is hard to find your flight, get status etc.).
I called them and after some waiting and my second attempt I finally reached an operator. She said indeed, only middle seats are available, no upgrades, no refunds. I asked if there is a business class upgrade possible as I won't be able to sleep on the flight and she put me on hold forever. After 15 minutes of listening to music that is always the same with some pauses between the music sessions, I hung up as the call became too expensive. I have a roaming deal with AT&T but it is like $1/minute. I am extremely unhappy. I am a very frequent traveler with 2-digits number of flights per year and I have never been treated so badly. This is my last flight with Lufthansa, period. I also advise to avoid them until they start treating their customers like humans.
In December last year I travelled with Lufthansa to Singapore via Frankfurt from Birmingham with my mother, then aged 89. Although she is mobile, at her age she finds standing and walking for any distance difficult so I telephoned after booking as suggested on the website and was advised that I could and should arrange wheelchair assistance for her. When we boarded the flight at Birmingham I double checked with the cabin staff that this was known and was assured that 'we are aware'.
On arrival at Frankfurt the plane was out on a stand some distance from the terminal. I waited some time with my mother, as this is usual when in receipt of assistance but when no-one seemed to be coming I asked the flight attendant and was told that I would need to escort my mother myself down the steps (which I had, when booking, established she was able to manage with help) and onto the passenger bus. This was by this time full and it was only with the help of other passengers that my mother was able to board it and have a seat.
On arrival at the terminal I assumed that there would be some assistance but there was only a man ushering the buses in and out who seemed to speak no English. I notice from another reviewer on this site that she had a similar experience and was simply waved in the direction of 'a lady in a suit' who said it wasn't her responsibility but someone would probably come: if they didn't I could grab a wheelchair if there was one around and push my mother through myself. Since time was short for the transfer I was unwilling to do this, preferring to have official assistance which ensures a fast passage through queues, check-ins etc.
After a rather nervous and uncomfortable wait a wheelchair did arrive with an official and we were rushed through the terminal to our connecting flight. There was no time for a toilet visit or to collect water for the flight so although I was grateful to get there in time it was not the most comfortable start to a long journey for either of us, particularly for my elderly mother. My disappointment with Lufthansa, however, is mostly to do with how they have handled my complaint. This had to be made initially through their own site, there seeming to be no email address or postal address in the UK for contacting them. Their first response was an email clearly referring to a different complaint as it mentioned Larnaca airport.
Although they expressed regret at the lack of service they made the point that sometimes there are no wheelchairs available and that buggy transport would have been better. When I responded to this email pointing out that a) I had not been in Larnaca airport and b) I had never been offered the option of buggy transport I was astonished to receive a phone call at 7.30 am pretty much restating the same point. Finding this less than satisfactory I wrote to Lufthansa in Germany and again today have had a phone call expressing regret but failing to give me any reassurance that I wouldn't have the same problem if I flew with them again. When the agent attempted to 'sign off' the complaint I asked that they would write to me so that I could at least pass the apology on to my mother.
Having been assured that this would happen, I then received another email (which is not what I mean by a written apology) which says: "We agree that in such event, it is absolutely understandable that you want to be provided with efficient and reliable transfer services. However, kindly allow us to explain that due to the distance and number of passengers requiring assistance in such a large airport where gates can be very far apart, the use of buggy services is the most practical and efficient way of ensuring passengers meet connections and be transferred as quickly as possible.
"Furthermore, transit services are provided at the airport in order to ensure quick gate to gate transport. Unfortunately wheelchair requests cannot always honoured due to availability." Again, I would point out that there was no buggy service offered at any time at Frankfurt airport.: if it had been we would have used it willingly as we have on other occasions with other carriers and at other airports. "
The rest of the flight service was fine. Fortunately we carried empty water bottles which a very helpful FA on the second leg was able to fill quite soon after takeoff, and also fortunately my mother was able to manage without toilet facilities for the two hours plus between disembarkation at Frankfurt and the seatbelt signs going off after takeoff - I think many elderly passengers would not have been so continent!
I'm really angry and frustrated how Lufthansa have (not) taken care about my luggage. On Saturday January 7th I had the evening flight from Sibiu to Munich. Lufthansa decided not to take my luggage to Munich. My furiosity comes from the way the problem started and how badly and unprofessional it was solved later on.
I spoke the ground steward when I went into the plane and she even told me that Lufthansa didn't send all the luggage the day before so they had sent a bigger plane. Also, a friend of mine who have worked for the airport of Sibiu told me that Lufthansa chooses to overbook and when this happens they choose not to take luggage from passenger. Reason is that they can take more passengers because of weight limitations.
It was a hell to get my luggage back because the call center (which they use to make mistakes and have no possibility to influence the process and the employees at the airport) were almost impossible to speak. Lufthansa promised me to get the bag from Sibiu to Munich next day and try to deliver it that evening in Austria where I was at a ski holiday for 3 days. In practice Lufthansa took the bag from Sibiu to Munich in 48 hours and didn't bring the bag the same evening to Munich or even the next day. They delivered the bag against all promises in to Berlin on Wednesday because I assume this was cheaper for them than bringing it to Tirol. So I got my bag after 4 days back and at the end of my ski holiday.
More in detail, I called the call center on Monday and told them that if the bag would come that evening it should be brought to Tirol and if came later it should be brought to Berlin because I would have left Tirol. I have asked to repeat what we have agreed so the call center agent knew exactly what we had agreed. Somebody else changed the agreement we had to something in their own interest. Also, Lufthansa refuses to contact you. You can only call and there are very long waiting times. A call can take 10 - 15 minutes waiting before you finally speak to somebody at the call center and for the airport you need to try to call 15 to 20 times to reach an agent one time. I will try not to fly with Lufthansa anymore because they make business decisions which bring them better financial result but will spoil holidays of their customers.
It's been 2 months since I contacted customer service at Lufthansa regarding my ticket purchasing experience. On October 20th 2016 I purchased 2 tickets and received booking details with tickets attached with booking code: **. One week later I noticed payments for the tickets was missing on visa. Called the company and was told there was "An internal mistake" and tickets weren't booked and I have to pay additional 100$ to buy new tickets. I purchased tickets for additional 100$ and was sent those tickets again with same booking number, **. I contacted customer relationships and received feedback ID ** with a promise "To be contacted soon".
It's been 2 months and despite my attempts to get in touch with customer service no one contacted me. No one cares at Lufthansa about customer's experience and no one cares to call a client to tell them they actually do not have tickets and "it was a joke when we sent you your booking details with tickets because this is how we treat people here at Lufthansa." And if you don't check your visa don't be surprised at the airport at the date of the flight. "We do not care to pick up the phone and let you know. We simply don't care about you."
To explain the incident in more detail Flight from Denver-Berlin via Munich. Checked in one luggage, 31 pounds. Arrived in Berlin, there was no luggage - filed with Lufthansa. Luggage arrived 2 days later but 3/4 empty. Lufthansa decided that since I don't have receipts for stolen items they will not do anything about it. I am sorry, I checked in my bag and expected it to arrive secure. As a customer facing organization I feel that timely provision of these basic functions is not unreasonable to expect, therefore I would appreciate a response to my correspondence within three days with the offer of a resolution. To rectify this matter I would like compensation for stolen items. But in return I got an email:
"Thank you for your response. Since baggage is channeled through various points which include governmental agency and security checkpoints, it is not possible to determine exactly where the loss occurred. Please understand that airline liability for items declared missing from checked baggage is limited; standard practice is to offer reimbursement for eligible items against original documentation/receipts when a written report is made within seven days of arrival. Credit card statements may serve as verification of these items with individually itemized identification as to price, ownership and location of purchase.
In all cases, reimbursement is only offered against submission of substantiating ownership and value of the items. You have stated that such receipts are unavailable, and we are therefore unable to honor your request for financial compensation. Thank you for the opportunity to clarify Lufthansa's position in this matter and please be assured that your baggage claim has been afforded careful consideration." How unprofessional and frustrating is that? I went to the Police in my hometown (I was traveling via car from Berlin to Poland), Sworn document which obviously did not make any difference.
This is worst airline experience in my 42 years of using airlines worldwide. This occurred at approx. 11:45 p.m. IST on December 13, 2016 for Lufthansa Flt. No. 8907 departing Delhi at 3:30 a.m. on Dec. 14, 2016. Desk clerk at Lufthansa check-in desk at Delhi refused me a boarding pass for my flight home. I was in possession of the following documents and presented them to the clerk: Indian Passport, USA Green Card, I-797 Green Card Extension Letter (USA Gov't Issue). I was denied a boarding pass for my fight, because Lufthansa said that they did not recognize the Green Card Extension letter. Although this flight was provided by Lufthansa, it is a United code share flight which makes it United.
Lufthansa, on behalf of United, does not recognize USA Government documents? Whomever heard of such a thing? The United office at the Delhi airport was closed because the United flight leaves Delhi at 11:30. I was told by the Lufthansa clerk that there was nothing they could do to help me. I was stranded in the middle of the night at Delhi Airport. I called United, and they put me on their Flight No. 83 on December 14, 2016 at 11:30 pm. There were no documents' issues at the check-in counter for the United flight. The worst part was the mental anguish I experienced by being told by the Lufthansa staff that they would not let me board my flight home. The feeling was one of complete devastation and I will never forget that moment.
Flying from Amsterdam to Philadelphia I had a stopover in Frankfurt (both flights from Lufthansa). The flight to Frankfurt was delayed, therefore the connection flight to Philadelphia already left when we landed. I was put on another flight and landed with 9 hours delay. On the 14th of October I've made an inquiry at the customer support about the described above, an automatic reply stated that I would have a reply within 1 week.
In the meantime I've wrote 2 more emails and 3 messages on facebook towards Lufthansa asking about the status of the inquiry. The only response I get on Facebook is that I will be helped ASAP. Currently, I'm waiting for nearly 2 months without having had any response on the raised question. Does anyone has advice in what to do? Thanks.
In the last 6 months I had at least one return flight per month with Lufthansa and I was usually satisfied with their cheap flights and never thought I'll have to get in the queue of complaints. It simply seemed it'll never happen to me. I bought a return ticket from Manchester to Bucharest. I intentionally bought the return ticket with the top economy option to be able to cancel it because I knew I may need it. Unfortunately after 3 re-bookings (for which I paid additional 100 pounds) I understood clearly that I'll not be able to use the return ticket. As a result I called Lufthansa in order to obtain that cancellation fee (because exactly for that I upgraded my return ticket).
When I called them, they told me I'll receive my money in 2 weeks. I called them 2 weeks later and they told to wait a little bit more. I called them in 4 weeks and I find out that I should've bought both tickets with full economy option in order to be able to get the refund for any of it. So now the question, why am I allowed to buy the option if it cannot be applicable? I think that's a easy court case. And I'll avoid flying with Lufthansa at all costs.
Lufthansa has a 48-hour "fare guarantee" you can take advantage of if you find a flight you want at a good price, but need more time to come back and pay for it. If you don't complete the purchase within 48 hours, they cancel the booking (completely) from their system and charge your credit card on file a penalty fee of €30. So, naturally their computer sends you a reminder email at some point during those 48 hours, right? Something like "don't forget to complete your purchase." Right? Like they do when their system automatically reminds you it's time to check-in for your flight? Guess again.
The very first communication you receive is exactly 48 hours later, and it's an email that could be paraphrased as "GOTCHA! HA HA!" You literally don't even have one minute to complete the purchase -- you just lost €30 and your booking is cancelled. Sit with this for a minute; this is not by accident. Lufthansa decided, at some level of management, that this is how you do business. It's called BAD FAITH. It's how tricksters operate. Shame on Lufthansa.
Updated on 12/02/2016: It happened again. Lufthansa canceled my reservation and sent me a notice AFTER cancellation, saying I had lost €30. I called the customer service number, asked to be transferred to a supervisor, and gave my reservation code: **. He gave me his ID: ** (David). I asked him why I had not received a reminder email to complete the purchase within 48 hours, before cancellation and forfeiture of €30. He said that a reminder email has been sent an hour earlier. I asked if he could please re-send that reminder e-mail, as I had not received it. He said "no," and added that it would not be worth my time to take legal action against Lufthansa to prove whether such an email had been sent or not.
Essentially, he was admitting that he had lied earlier about the reminder email being sent. My question to Lufthansa is: is this really how you want to treat customers? Telling customers: "yes, we have acted in bad faith, but it will cost you more in lawyers to straighten this out than it is worth," is that really how you want people to think of your brand?
Our experience recently with Lufthansa has been terrible and would not recommend to anyone. Lufthansa denied us to board the flight even though there was enough time (almost hour and a half for us to board). There was no mention on Itinerary that flight was operated by United and the staff kept misleading us to different terminals and that wasted lot of our time, even though we were at right terminals. There was no refund and rather we had to be penalized for new tickets.
Firstly, their dreadful website doesn't allow one to complain via email (page loads stating 'Access Denied'). We bought tickets via a third party website (Priceline) and we called immediately to upgrade our seats for our Frankfurt to Los Angeles flight. One assistant informed us that United had to assist, we called United who told us you had to assist. We called you back and you told us to call the next day. We did and one of your assistants said the price to upgrade to Premium Economy was $650 (approx). We agreed we would call back the next day (yesterday) to book. We called last night and another assistant informed us that your rates department would have to send us an email containing the upgrade price and we have 3 days to confirm. We expected the price to be around $650 but he said it could be cheaper.
I got the email this morning. It contained no price. It told me to call urgently. I called. Your assistant informed me the price is $2500!!! Are you kidding me?! I spoke to the manager on offer. He blabbered on about a cash upgrade not being available. We went back and forth and nothing got resolved and he was most unhelpful. I simply want to upgrade my wife and I on the Frankfurt to LA flight and expect a reasonable price as offered by the first assistant I spoke with. Furthermore, the website offers seat choice for FREE but it's impossible to find a free seat. They all cost $35. This has been a very very disappointing experience thus far. For an airline with such credibility, this is nothing short of scandalous. I look forward to being offered either the $650 upgrade to Premium Economy or a FREE seating choice as displayed on the website.
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