Lufthansa Reviews

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.