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.

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.

I had the worst experience that I've ever had an airline is called Lufthansa. I had a flight booked, and needed to pay for another flight in Frankfurt, Germany because of an airport security delay and long distance to get to the terminal and miss your flight. I tried to talk to them and explained the situation how everything happened and no one cared about all of it and they did make me pay a brand new ticket with a change of flight fee. So either you pay and get home or you will be staying at the airport. After I was left in this situation they pressed me to pay for another flight ticket in order to get home and get to work.

The last time I had flown on Lufthansa, around a decade or so ago, I was incredibly impressed, compared to U.S. airlines. In that intervening time, it seems their standards have slipped markedly. First of all, I had a damaged seat, though it was a minor inconvenience. Further, neither my nor my wife's entertainment system worked properly. As we both had reading material, this was also not overly significant. However, the major issue is this:

I had an unexpected trip a while ago and unfortunately wasn’t fully aware of an issue with my travel documents. When we arrived at the airport, we were not allowed to board. The airline staff told us to cancel our tickets before the flight closed, which we did. However, out of more than $4,000 CAD we had paid for two passengers, we only received about $300 CAD back.

I've flown with Lufthansa several times and never had a problem. BUT yesterday, I had a ticket with Lufthansa to fly from Munich to Orlando, FL. Unfortunately for me, Lufthansa abdicated its responsibility and hired Discover Airlines to fly the 10+ hours from Munich to Orlando. It was the worst flight I've ever been on, worse than going to or coming from Vietnam back in 1970 and 1971.

Lufthansa staff blatantly breached EU laws and deleted my old posts on their social media platforms. My flights were cancelled. They are delaying my claim for a year and connected me to their useless arbitration Schlichtung Reise Und Verkehr which I don't recommend at all. Not responding to my emails or private messages, and they gave different justifications even though I have withdrawn my case with useless arbitration and they have confirmed my claim is in process on August 09, 2025 and have not heard from them yet FB ID **. Interesting that Lufthansa just delete my message when I point out they are breaking the law by not refunding approved claims funds timely. You are not responding to avoid paying out my claim.

We needed a refund due to cancer diagnosis and treatment. We were granted a full refund immediately via email but have made 8+ calls and waited 2 months with no refund in sight. I'll never book with them again.

After our Lufthansa Flight from Mumbai, India to Frankfurt was cancelled, we had our worst flying experience of any airlines. NO Lufthansa Airline Representatives were available to answer any questions or guide over 300 stranded passengers. Lots of passengers, like us were up all night due to very early morning departure. Most of the passengers were extremely frustrated and angry. Luckily, Airport Security Soldiers tried to keep crowd calm/under control, otherwise it would have turned into very ugly scene. To our total shock, we accidentally learned that they had us (78 and 74 years old) flying from Mumbai to San Francisco in a 16+ hours direct flight and then in another overnight flight from San Francisco to Washington DC, our final destination. That meant we would have spent three straight nights either in Airport or in flights. This was done only to save them the Lodging and Boarding cost.

My flight from Frankfurt to Chicago was a nightmare. The food looked like leftovers. I was refused any alternatives, and I went 8 hours without a meal. A steward even told me, with a raised voice, “You are going to eat that.” Customer service ignored my concerns and insulted me with a €25 voucher. This airline has no respect for passengers—think twice before booking!

My first time flying with Lufthansa and it was great! Flew Cleveland Ohio to Luxembourg 🇱🇺. The staff were so patient and kind. I went to Germany and will always fly with this airline. Price was the best! 10 stars from me

I had a deeply disappointing experience at Frankfurt Airport on August 17 while traveling on a Lufthansa flight to Miami, Florida. The counter staff member we dealt with was extremely rude and dismissive. Despite approaching her politely and calmly to address an issue, she showed no interest in hearing us out. Instead, she abruptly yanked our tickets from our hands and muttered things under her breath in an unprofessional and disrespectful manner. To make matters worse, Lufthansa had overbooked the flight, which caused unnecessary confusion and stress during the boarding process. The entire situation was chaotic and poorly managed. This experience left a very negative impression, both due to the staff's behavior and the airline's disorganization. Based on this experience, I will not be flying Lufthansa again. Travelers deserve to be treated with basic respect and professionalism, especially during stressful international travel.

I am writing to formally express my extreme dissatisfaction with the experience my family and I endured on our scheduled flight on Wednesday, July 16, 2025. This was, without question, the worst travel experience we have ever had—with unacceptable delays, poor communication, and a complete lack of proper support for passengers, especially those traveling with children.