Lufthansa Reviews

We were promised reimbursement if we kept all the receipts (we received NO reimbursement). We stayed on a 3 hour long line to get a voucher for a hotel room but they line closed before we made it to the front, we were on the hold for HOURS just for them to tell us that they couldn't rebook anything on the phone so we went to the airline and there said there nothing we could do because we had checked luggage and everything has to be done on the phone. IT WAS SO DISORGANIZED and CRAZY. After hours of trying to rebook, we were at the lounge and my 2 small kids were starting to cause issues (we had been there 2 days in row all day) somewhere realized we had been there for hours and they sent a representative over to us after we caused a scene and they put us on a flight that night to Boston (our original flight was to NY).

When we got to Boston, there were no direct flight to NY that night OR the next day so we had to sleep in a hotel and rent a car. Again, we told we would be reimbursed, and we were NOT. So I get home and file the EU 261....they reimburse my husband and my ticket, but missed my 2 kids tickets and say they are not eligible. They continue to take 1-2 months to respond to a email or compliant issue that can be resolved quickly if I just speak to them. I keep calling and nobody can help me. I would caution flying because if something goes wrong, they will not take the correct action to fix and the customer service is horrendous.

My wife and I traveled in Premium Economy and we were the first to leave the aircraft after the Business Class passengers got out. When we were still on the aerobridge (jetway), we saw three ** passengers leave without being stopped and checked. We also saw an ** gentleman being stopped. Then we both got stopped and the police officer asked us for our passports. She asked us where we were going and so on. We were surprised why these Police Officers were checking passports of passengers who were just arriving. It became clear that we were in a country that was not friendly to “non-**” folks. We just ignored it and moved on.

All flights to the United States depart from the Z wing of Terminal 1. Here, before you enter the Z wing, you encounter an “army” of Lufthansa security folks. We waited patiently in long lines. When we finally got to the security check point, we placed our carryon bags for X-ray inspection after taking out stuff that needed to be taken out. Then we went through the full body scanner and got out after the green light came on without any issues. When we went to collect our bags that had just come out of X-ray, we were stopped by the Lufthansa security staff for a secondary check. We were not informed why we had to go through a secondary inspection. We were literally held and dragged to the secondary inspection room where we were asked some ridiculous questions and physically checked by hand. It was quite humiliating.

The security people used extremely derogatory language. The woman security staff even verbally abused my wife and even had the audacity to tell us that they were randomly checking Asians and Africans. I clearly knew this was not a one-off situation. We were angry but helpless. We came out to take our carryon bags. The place is extremely crowded and we could not stand there and check the bags. When we got to the departure gate, we wanted to reorganize things in our bags. We found that the security staff had literally taken out some of the expensive, delicate, hand-crafted artifacts we had purchased in India and Thailand during this trip and had not put them back. This was daylight robbery. The crummy security people stole it. Even the mobile charger was missing.

This is not an aberration. These rogue security characters routinely harass ** and ** passengers. Many endure and don’t report or talk about it. I decided not to do that. These folks are rude, mean, nasty folks with a perverted, racist mindset. We complained about this crappy harassment and stolen items to another bunch of cold Lufthansa representatives with a couldn’t care less attitude. They told us that we have to get out of the terminal and talk to the Police and go back to the security checkpoint to enter the terminal. The Lufthansa security folks showed their true colors. These folks have not forgotten their country Germany’s past history.

If people traveling in Business Class and Premium Economy can be treated like this by the airline security staff, then I can only say this has become a crummy carrier. It’s a SHAME that this airline is part of the Star Alliance. The airline operates refurbished Boeing 747 airplanes introduced in the 60s. This picture shows the higher price Premium Economy cabin, which is right behind Business Class. Oh well!

Lufthansa promised to at least pay for a portion of the cost of the hotel room I booked when first flight was cancelled. That was almost three months ago and I have received nothing. When I emailed Lufthansa about, it took a month for them to send a response saying, "We're looking into it." I have lost any hope of receiving the compensation Lufthansa promised me.

I called the Lufthansa service phone number 800-645-3880. The first agent told me that my return flight has been canceled by Lufthansa and I need to pay for rebooking fee and the price difference to book a new return flight. I immediately pointed out that it was their fault to change my flight multiple times that requires a visa without noticing me at all. The agent said because I accepted the confirmation request, it was all my responsibility not theirs. I was outraged---- I’ve never seen any airline like this before! I insisted that it was their fault and the agent agreed to escalate this case and offer me a free return flight. He told me he would call me back within an hour. This is the phone call of 26 mins.

However, I waited for almost 2 hours, no return phone call at all. And I called Lufthansa again. This time, another agent told me that she didn’t see any “escalated” status or even any note in my booking, and she cannot find any return flight for me! This is another phone call of 29 mins! It was 1:30 am at night and I was so hopeless in the airport. Air China people told me that Lufthansa does not even have a counter in Beijing international airport and all their flights were not even operating, indicating the irresponsibility of this airline. In the end I had to book a new flight for myself. I've contacted my credit card company to dispute some of the charge to the original payment. I will never book any flight with this horrible airline! I was wondering why my Germany colleague told me not to book with them, now I understand why.

Background. On September 16 2024, I submitted a request for compensation, which Lufthansa approved in writing. They subsequently asked for my bank account details, which I provided. However, after over a month of waiting, I received no further communication. Issue. Upon following up, I was informed that Lufthansa would no longer provide compensation, citing the need for an order receipt with a delivery date. I explained that such a document does not exist for online orders, but received a template response stating their decision was final. I felt they completely ignored my explanation.

Attempts to Resolve. I attempted to contact Lufthansa's customer service team but was informed they could not assist with this issue. Despite providing all required receipts, which led to initial approval, Lufthansa canceled their decision without reasonable justification. Concerns. This experience has caused significant frustration, wasting over 30 hours of my time, including handling both the original claim and this ridiculous withdrawal. I believe Lufthansa's actions demonstrate a lack of empathy for customers. Resolution. I request:

2. Formal apology for the frustration they caused.

I will continue to share my story until this matter is resolved. Sincerely, Weizhi **

It doesn't stop there. When I got on the flight, we were delayed for an hour. A man really had to go to the bathroom. The pilot knew we weren't going anywhere soon, but whenever he tried to get up, an attendant would scream at him to sit down. Eventually, on his 10th try, he couldn't take it anymore and went anyway. They turned the plane around and had him arrested. The Pilot then made an announcement saying the man got rowdy and violent. I was sitting in the row next to him, he never got rowdy, he never got violent, he wasn't even rude.

In Frankfurt, we got right off the flight, and they drove us to our connecting Lufthansa flight. They made us go through security again, threw out stuff we were allowed to bring on, even things we got on the plane, and I felt like I was molested. One of the security guards made me turn my mask and my kippa (a thin religious head covering) inside out as though I could hide the bomb in my mouth or under a mm of cloth. He also grouped me despite not setting off the metal detectors and having already passed through security and going on an 11-hour flight. He had no justification for checking my underwear and feeling up my crotch.

I'm not even done. When I was meant to fly back, I arrived at the airport, and the plane for my flight never arrived. The flight WAS NOT CANCELLED. Lufthansa did not inform Ben-Gurion until an hour later. It turns out there was a mutiny on the flight; the pilot hijacked the plane and redirected it to Larnaca. He did so without authorization and was told to finish his flight but refused; after a couple of hours, they finally canceled that flight and future flights.

The pilot also lied to the passengers about the reason. He said that Israeli airspace was closed for security reasons, but that was not true. He also said that if anyone didn't want to go back to Munich, they had to get off, but he would not give them their luggage, which is also illegal. Lufthansa also refused to compensate the stranded persons when, by Israeli law, they had to find them alternatives. P.S. The smallest seats I've ever seen on a plane, and I've flown on everything from small propeller planes to Jumbo 777.

Also, I had to gate check my carry on and they tore a hole in my suitcase. The airport claim was in another terminal and was not guaranteed to be open by the time I got there, so I will need to fight that battle too. Their customer relations team in unreachable and does not talk to customers (misnomer). They chat and phone reps only send you to the form on the website. Skip this airline and find one with better customer care.

No one at the airline is available at any counters within the secure area and we could not leave the area and have enough time to get back through security. On top of that we couldn't get through to speak to an agent from Lufthansa over the phone, and once we arrived at our destination our luggage was damaged. Lufthansa waited 2 months to get back to my request for compensation for the difference in ticket price from premium to regular economy and they have refused any compensation, which is ridiculous as anyone with access to the internet can look at the seating maps for these two plans and see there is a clear difference with location let alone service provided. I would never fly with them again, their customer service is atrocious and not worth the headache.

Icing on the cake, they notified me my luggage did not make the flight home. Was coming the next day. It arrived yesterday afternoon at 1 PM. It is now the next day at 8 AM. I was informed my luggage would be here this morning at 3:30 AM at 3:30 AM, I got a notice saying it was coming at 5:30 AM at 4:30 AM. I got a notice saying it still coming at 5:30 AM, here we are three hours later still no luggage. The service they chose has an F rating with the Better Business Bureau is not credited and you cannot get a hold of them except by email which they do not answer. Way to go Lufthansa!!

Prehistory: Two passengers were traveling from Canada to Europe. The primary passenger was a 68 old woman traveling with a minor. The old woman had a cast on her arm (a crack in the bone) with the proper filled-in medical paperwork from her orthopedic surgeon confirming that she was “fit to fly” (standard requirement). The flight was scheduled for 20:25, the boarding did not start until 01:30 am. Spending extra hours waiting would not be an issue IF the passengers were not taken off the plane at 1:40 AM in the morning after they were sat on the plane. “No refund, no re-booking, no rescheduling, no changes allowed. Your flight is cancelled, your case is closed, decision is final, contact Customer Relations if you want to file a complaint”. Not even a refund for the just paid at the check-in booth $150.00 in the luggage fees when they are not flying!

The reason: Passenger had a cast, plus airlines asked for “their” medical form to be signed.

The issue: Passengers spent 8 hours in the airport waiting for the delayed flight (got $25 each in vouchers for the food, have to admit that).

From the check-in moment at 6 pm till the passengers sat on the aircraft at 1 am no-one mentioned that the cast could be a problem. Not the checking-in agent, not the airport/airline personnel passing by back and forth for 5 hours (while we were waiting for the delayed flight), not the security staff at the scanner or any of the whole aircraft crew who marched by smiling, nor the attendants letting passengers on the board – not a word. All we were told was “You are fine, people fly with casts all the time, no problem”.

After passengers were on the board sitting in their seats, a stewardess came over saying that the pilot refused to fly with a passenger with a cast unless the cast is split. If the cast is open – the woman can stay on the board and fly. So we asked for the cast to be split if that was the problem, the crew refused to do so. I wonder HOW finding an orthopedic surgeon on an airplane at 2 am with proper tools who could do it for us on a spot seemed a sane idea to anyone? Or was the passenger supposed to cut the hard cast open with the left hand herself with a plastic knife supplied by the airlines??

The other issue was related to the paperwork. As we found out later, the procedure is – if you do not have this airline-specific medical form with you (happens all the time), the airlines give you this form at the airport. Airlines have a department responsible for such medical situations and they can assess themselves if the passenger is fit to fly (details below).

It’s not an instant process, but 7-8 hours waiting seems long enough for this to be done? No one during all this time asked if the passengers had Air Canada medical form filled in, neither did anyone ask to do so until the passengers were in the seats on the plane. Passengers were not given this paper and/or offered to do it there (at the airport or on the plane) to solve this issue. Later on an airline agent over the phone said it was a “miscommunication issue, the checking-in airline staff at the airport might have not been aware of this requirement, so they didn’t give you the forms at the check-in time”.

The further story: The pilot demanded the passenger to leave the aircraft or he won't fly. Because the accompanying traveler was a child, they got taken off the plane too (with the tickets cancelled for both).

So...

- it’s 2-3 am in the morning

- an old passenger

- after spending 8 hours in the airport waiting for a delayed flight

- with limited moving/functioning abilities (just one arm working)

- and a dependent underage child on hands

- with 2 full-size big suitcases (+2 carry-on suitcases, laptop bag/purse & backpack)

- who doesn’t drive

- has no commute back home

- has nowhere to go as they live in a different city &

- has no one to call in the middle of the night to ask for help cause everyone is sleeping

Gets kicked off the plane AND IS ASKED TO LEAVE THE AIRPORT as the rules are “no-one except for passengers can stay in the airport till it’s 5 am." Can’t even stay there for 2 hours till the airport is open for non-passengers! It's unbelievable! How can you treat people like garbage? Just throw them out – not our problem anymore.

Then the “Doing You a favor” kicked in.. another half an hour wasted trying to explain to a manager that they have nowhere to go at 2 am when they are not allowed to stay at the airport till morning and wait till someone wakes up to answer their phone calls to come and pick them up... the manager made “you owe me” face and told that they can do them a favour and try to arrange an overnight stay somewhere nearby... EXCUSE ME? A favor? Even without taking the above situation into consideration, to my best knowledge, the airlines ARE OBLIGED BY THE LAW to provide you accommodation (and food) in such cases (flight interruption beyond passenger’s control).

Then it took passengers half an hour to find their luggage – all desks/offices/stations were closed, they were referred by numerous airport staff members to “Lufthansa office”, “Air Canada Office” that were shut down for the day & the roller-coaster started over and over again: “go here, go there, ask them, look here, check there...” After about 3 laps around the airport, they were lucky to find their luggage. No one even offered to physically help to pull their 2 23kg big suitcases off the carousel when they saw the cast and that old woman had only one hand functioning!!

I can only imagine how all the passengers cursed them for this after waiting extra 5 hours for the delayed flight... and then another half an hour on the board for the flight crew going back and forth between the passengers and the pilot transferring messages to each other... On top of all of that, they were ones of the first passengers to check in the luggage. Their suitcases went in among the first ones, so they were at the very back of the luggage compartment on the plane, and the staff had to go through all the luggage to get to the very back to retrieve the suitcases... If anyone from this flight reads that, I AM VERY SORRY about the situation we caused you, it was above our control, please accept our sincere apologies.

The “Happy Ending”: The passengers got a voucher for a free stay overnight in a nearby hotel and the breakfast. Shuttle was also provided, the shuttle driver was great! He was very concerning, caring and helpful – respect to that guy (unfortunately, I do not know his name)! He said he was waiting for a long time, walking around and asking all people if they saw “an old women with a cast and a child in a red hoodie”. He was very compassionate and physically helpful with all the luggage comparing to everyone else before, just a normal “human” being. The passengers got picked up the next morning, no one ended up on the streets (thank you, Lufthansa for that!).

The “Aftershock”: The phone calls to the airline company afterwards took us nowhere and led to the same reply “your tickets are cancelled, the decision is final, no refunds, no new tickets, no re-booking, refer to your tickets’ policy”. The justification was the type of the ticket – the basic economy (for a refund or modifications) and that the pilot had the final say (the grounds for this decision).

So, we had to buy new tickets (with different airlines), tickets were bought one-way as we have already paid for the back flights to Air Canada (bought through them) earlier and believed that this nightmare is over – that we can return now without any issues as we removed the regular cast and bought/installed a split cast that opens up as per Lufthansa requirements. Plus we went to our physician’s office to fill in and sign THEIR medical form for the flight back.

Turned out the whole “itinerary” (all 4 flights) were cancelled back in July!... That was a nice surprise too just a few days before the return flight (at the very end of August) while trying to add luggage... No one bothered to mention that to the passengers when they were taken off the plane...

After another 2 hours of waiting and figuring out what happened over the phone, the explanation was:

Agent: “It is a standard procedure, rules are the same for everyone – if it’s a round trip and a ticket gets cancelled FOR NO-SHOW, automatically all the rest tickets for this trip get cancelled.”

Me: “How physically sitting in your flight’s aircraft chair can be considered a “now show’? Without mentioning hours and hours spent in the airport before and after”

Agent: “Contact the customer relation department, they might do something. I cannot do anything for you, sorry, your flights are cancelled, case is closed, its’ final decision, no refund”.

Me: “Ok, I contact the Customer relationship department (in the written form, of course), and it will take 3 months to receive an officially reply from them to my opened ticket (been their before with a lost luggage claim). What are the passengers supposed to do for these 3 months (IF, and that’s a big IF) the Customer Relations department offers something? Stay in the airport waiting for the decision for 90 days?”

Agent: “I do not know, I cannot help you with this.”

Me: “Ok, I understand that you have limited powers, so transfer me to someone WHO CAN HELP.”

Agent: “No one can help you, you have to buy new tickets.”

Me: “Buy new tickets with what money?? The first round trip for 3.5k was cancelled without a refund, I put the replacement ONE-WAY tickets on my visa truly believing that we have the return tickets. I have no money, no refund coming, no replacement tickets/flights coming and now I have to find thousands of dollars to pay for the return tickets when I have already paid you for that? So you could sell our seats second time to someone else? Where am I supposed to come up with thousands of dollars when you just informed me about this 3-4 days before the flight?

Do you have any ideas HOW EXPENSIVE the tickets are when you buy them a few days prior? Taking into consideration that its right after the holiday season is over and it is the beginning of a school year? My mom is going through the medical treatments scheduled for the beginning of September and the child has school starting on the 3rd, THEY HAVE TO COME BACK ASAP and I don’t have 5k to pay for a ticker per each passenger to get them home. Where are we supposed to pull out such money on a spot?? Rob a bank?”

Zero outcome of this phone call... WHO TO BLAME?

Pilot and his crew on the airplane for taking passengers off the plane?

- The pilot was making his decision based on the safety precautions and he had the right to refuse to fly anyone who he deemed to be in a health danger due to their medical condition;

- The crew on the board didn’t have the power to decide anything, they just followed the pilot's instructions;

So no, they all acted within the rules and regulation putting passenger’s safety first. They were also not in the position to reschedule, offer a refund or put the passengers on another flight... The Check-in (or the documents verifying) staff for not providing information/medical form and sending passenger to their medical department for assessment & “fit to fly” conclusion?

We did not check in ourselves, we went through an airline worker, who supposedly should be knowledgeable what they are doing and what their airlines requirements are. We specifically asked if that could be a problem and showed the “fit to fly” medical paperwork from the orthopedic surgeon. “You are fine, don’t worry, no problems.” Passport control and then tickets control staff never asked to see the medical form. Are they aware of their airline requirements in such medical conditions? I am sorry, a cast is not something that you cannot notice...

There was a broken link somewhere along the way and we just fell victims of this situation. Here are the words of a customer agent that I spoke to over the phone after this happened: “Passenger had to obtain a medical permission from Air Canada to travel, which is Air Canada medical form. In case when this form is not provided at the time of check-in, the checking-in airline worker has to contact Air Canada department responsible for such medical situations and they would collect the details and permission from the physician’s office to make sure the passenger is fit (not in danger) to fly. Because the first flight was through Lufthansa airlines the checking in agent MIGHT NOT HAVE KNOWN the requirements and that he had to contact Air Canada medical department for their approval/permission.”

- Why at least not to try to calm down passengers in the stress after what they just went through and ended up being in hopeless situation without a solution, and tell them that it will get sorted out later on with the office or something?

It's bad enough that they lost their flight, have nowhere to go, no means to get home, no refund to get another tickets, why do you have to add on top “That’s it, we are done with you here, get out, you are not our problem anymore”? Of course not these exact words, but exactly the same meaning! It’s not so much the decisions that the staff made, it’s their attitude and approach that blows the mind.

Would you do that to YOUR ELDERLY MOM OR AN UNDERAGE CHILD? Don’t the human rights exist no more? Doesn’t everyone deserve to be treated with dignity? Especially taking into consideration how much you pay for the tickets. Article 7 of the 1966 International Covenant on Civil and Political Rights states that: “No one shall be subjected to torture or to cruel, INHUMAN OR DEGRADING TREATMENT or punishment.”

Lufthansa’s negligence was total, leaving us heartbroken and with ruined memories. We also suffered significant financial loss due to their negligence, and we expect Lufthansa to take full responsibility for this. As loyal premium members of Lufthansa, my husband and I are heartbroken and will never use this airline again. I would never recommend Lufthansa to anyone, especially for life’s most important events. The airline has become a money-making machine, losing its title as a reputable company. They no longer care about their customers or their belongings, which has become evident over the past few years.

It started in Chicago where I was connecting through. Originally, I had booked a window seat. This was randomly changed with continual random cancellations that I will get to in a second. Previous to flying, I had tried to call the airline and had no answer. So I decided to confirm my seat online and was unable to do so. I literally was yelled at by an attendant when trying to get my seat changed back to a window seat after they randomly moved me to an aisle. Then, I was shoved within lines because of the sheer chaos of their set up and them trying to board everyone. They just stood there yelling at people or playing on their phones as people shoved each other.

My flight was also canceled three times as I was doing a multi city trip from Beirut, Brussels, London and Oklahoma. One of my flights departing Beirut left on August 1 and the connecting flight from Frankfurt left on July 31st. This was what they reschedule me on. They also REFUSED to change it. Unlucky me I can’t time travel. Then after I finally fixed this, they canceled my flight again due to political instability and rebooked me on a flight without my consent and told me I had no other choice. This was across four cities and turned a four hour flight into ten hours with a fifteen minute layover in Frankfurt. During the fifteen minute transit, I was yelled at by the counter because I had to use the machine and not them. I went to the machine and it didn’t work because it was too late for me to check in. The dude yelled at me for being late to my flight and go back to the counter.

I asked if they could help me get through security cause at this point I only had five minutes to make my connection and they wished me good luck because it wasn’t their problem even thou they forced me on this flight without my consent and they had other options with longer transit times. Then I tried to call for help and they literally called me a liar and gaslit me over the phone because I found other lines for customer relations. They told me I was stupid and didn’t know how to use Google. Then they told me to google how to file a complaint.

I filed the complaint and a Patrick ** told me this was an unusual circumstance, to accept that and there was nothing they could do because I made it back to Belgium on time (even though I lost an entire day of vacation, was physically harmed in Chicago from the pushing & verbally assaulted by numerous Lufthansa employees even going as far to call me names). This is NOT an airline I would ever recommend to anyone.

I have contacted Lufthansa and would like to know why we were the only two people in our group bumped from the flight especially since we purchased our tickets months ago. We filed the online forms for both Lufthansa and Star Alliance, their holding company. Have not had any response! We have developed PTSD as a result of this inexcusable experience. I suggest you choose a different airline for your international flights.

Imagine the whole flight I travelled without any proper meal except the one they served before landing and that one was also too salty to be consumed. It was really pathetic customer service that they didn't have anything else to serve. What a SHAME that LUFTHANSA Flight attendants couldn't arrange even snacks and I'm pretty sure they never wanted to make any efforts. How come in such long haul flights, they don't have anything extra or spare snacks (what to talk about meals).... WORST EVER FLIGHT EXPERIENCE which has affected me emotionally, physically and mentally. I swore never to fly again with Lufthansa.

Today we called the Turkish embassy and they told us that the visa-free period for citizens of Kazakhstan to stay in Turkey is 90 days!!!! About their service: I'll add that we waited on the Lufthansa hotline to reschedule our tickets for 2 hours!!!! 2 hours of waiting only to be told that next time we should call earlier. I do not advise anyone to fly with these terrible airlines with the most terrible service! Shame on you Lufthansa & Discover airlines.

When we went to print the itinerary 10 days later there was no flight associated with the second booking. Called customer service for a third time, they said we have to wait till April as flight is in May. No help. Called a fourth time today April 3 and they said someone cancelled the booking on March 24. Nothing was told when we called the third time. Why was it cancelled. No one has any answers. Also didn’t refund anything. Said we have to write a review online and only way someone contact and maybe help us. Still no answers and no way of flying to deal with a family emergency. Parents are an elderly couple and blown away at how terrible the service is and for them to cancel my dad's flight with no communication. Never booking through them and I recommend anyone to look elsewhere.

Despite having meticulously arranged and confirmed travel documentation provided by Lufthansa, we were inexplicably denied boarding. The confirmation email I received clearly listed both my and my son's names on the reservation, yet the staff at the Lufthansa counter callously dismissed this documentation, leaving us stranded and bewildered. What's more appalling is the indifferent manner in which Lufthansa handled the situation. As a mother traveling alone with an infant, I expected a modicum of empathy and assistance from the airline staff. However, my pleas for help fell on deaf ears, and I was left to navigate the ordeal on my own for hours.

To add insult to injury, Lufthansa callously coerced me into purchasing two new economy tickets for myself and my son at an exorbitant cost of $3,035.10. This unjustified financial burden only compounded the stress and frustration of the situation, further highlighting the airline's disregard for its passengers' well-being. Furthermore, the airline's lack of foresight and preparedness was evident in the technical difficulties I encountered when attempting to check in online. Despite my efforts to seek assistance, I was met with incompetence and inefficiency, exacerbating an already dire situation.

As a result of Lufthansa's negligence and callous treatment, I was unable to properly care for my infant son for hours, which was not only distressing but also unacceptable. The airline's blatant disregard for the needs of passengers, especially those traveling with young children, is reprehensible and indicative of a systemic failure in customer service. In light of this traumatic experience, I cannot in good conscience recommend Lufthansa to fellow travelers. Until the airline addresses its glaring shortcomings and prioritizes the well-being of its passengers, I will be taking my business elsewhere.

The woman was incredibly rude and kept talking in circles. She excitedly offered a refund of the taxes for the flights, which was around $100, but my tickets were $2,600. So that was not a reasonable offer. I was so upset about the circles she was putting me through that I asked to speak to a manager which she refused. The next time I called, after 15 minutes of explaining that I was trying to just get a credit or pick different dates, the woman understood and was willing to help me. But of course, the system was down and she couldn't proceed. I called two more times trying to figure this out and all but one of the customer service people were rude. I have rebooked my flight, but I will never use this airline again.

On top of that, as though this was not bad enough, on the return flight, they claimed that my reservations were not confirmed even though I received the standard email from Lufthansa to check in online. At the airport, they refused to issue me a boarding pass and forced me to purchase a ridiculously expensive one-way ticket to get back home. I complained to them but they refused to be accountable for their highway robbery. By the way, they recently changed their coffee and tea service which used to be free to now charge for it. Their service has gone downhill and I would not recommend anyone to fly on their terrible airline.

Getting to Frankfurt, they did not start booking till 10 minutes to supposedly take off time. No announcement was made regarding a further delay. No organization whatsoever, everyone was just standing in the front of the line when they announced that only families with children under the age of 5 should board. Even when some families were with kids who are much older than 5, none under 5, it didn’t matter to them. Then they called the priority boarding but people were just packed there. You have to push your way through. What's the point of spending this much money and not getting the service you paid for. I have so much to say but they’re not worth my time. I won’t be flying this airline again, it’s not worth the headache.

The activity at the toilet started before the flight left the ground and continued throughout most of the flight. Because of the amount of activity at the toilet, passengers queued up in our extra legroom space, which did not allow us to stretch our legs and take advantage of the extra legroom that we purchased. In addition, since the flight was eight hours long, passengers used the extra room near the emergency exit to stretch their legs, do deep knee bends and generally use it as a flying fitness center. This again did not allow us to take advantage of the extra legroom that we purchased.

The flight attendants did what they could to keep the area clear but between checking on passenger requests, serving food and beverages and attending to passenger safety had very little time to keep passengers away from our area. I will never fly Lufthansa again and I recommend if you do fly don't pay for extra legroom.

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.

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.

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.

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.

Luke B.

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.

$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.

Overcharging for services (there should be NO EXCUSE for this to happen). I originally booked my reservations in November 2022. At that time I requested cargo travel for my dog. I did receive confirmation of the pet travel and that the charges would take place at the airport. I contacted United Mileage Plus to request a Star Alliance upgrade using my points and the upgrade was only available on the return flight on 6 June changing my return travel from Premium Economy to Business Class. I received an update of the travel/booking confirmation on December 15, 2022.

A) When we arrived at DIA for outbound flight 11 April 2023, everything went well and I was charged $220 for my dog’s travel in cargo. Upon our arrival at FRA for the return flight 6 June 2023 (at Lufthansa's pet check-in) I was advised that there was NO RESERVATION for my dog’s return to DEN. Apparently something was changed and I had no knowledge of the change. While the agent tried to arrange for the return trip, it was not a pleasant experience with very little communication. When she was finally able to confirm the dog cargo booking, she weighed my dog/kennel and my checked baggage and provided detailed cargo/baggage tracking documents. I was then advised I owed an ADDITIONAL $900+.

Since this process took almost two hours, I had to move quickly to get to the boarding gate, where I was able to review the documents provided and realized the extremely high charges for these services:

• Two additional checked boxes (each weighed less than 20kg). The charges were $266 for each bag (according to Lufthansa's baggage chart it appears the amount charged was higher than even heavier pieces).

B) Customer Service on board flight. I was excited to travel in Business Class and the inflight service was great. When we arrived at the gate in DEN, I needed to gather my carry-on bags so I allowed the other Business Class passengers to get off. As I turned to gather my items, the flight attendant had allowed the ENTIRE BACK OF THE PLANE to come through the Business Class section and did not acknowledge my repeated requests to divert them so I could get off the plane. I would have expected her to offer me assistance, but NONE WAS OFFERED and I was forced to wait until the entire plane was empty before I could get out from my seat.

C) Customer Service in secured passport and baggage area at DIA. This was just adding INSULT to INJURY. I first wanted to make sure my dog was okay, but I knew I needed to collect my checked bags before I could leave the secured area. Once again NO ONE WAS AVAILABLE FROM LUFTHANSA. Other airline personnel and DIA staff were there but would not assist with Lufthansa information. When it was obvious one of my bags was LOST, I asked if I could let my dog out of her kennel to relieve her needs and provide some water…I was told I could NOT and I had to have all of my baggage before I could leave the area.

Since I had FOUR CHECKED BAGS and the KENNEL and my carry-on, I asked for assistance getting a larger cart so I could transport the bags outside for curbside pick-up. Again, I was told NO ONE FROM LUFTHANSA was available and I could not use my phone to contact my contracted transportation service and I again had to wait until everyone from our flight had left the area. A security officer finally stepped in and helped me get out of the area and I was left by the security officer and someone from Lufthansa (I think) and had to maneuver the two carts loaded with the checked baggage, kennel and carry-on items outside on my own. I am 71 years old and this was an absolute INSULT.

I disputed the EXCESSIVE charges through my Chase Visa Quest Credit Card. After waiting more than two months, they charged me for the disputed charges and told me since I signed for the payment, they would not assist further. I have still not seen any documentation from Lufthansa regarding this matter. Below is the only correspondence I received from Lufthansa...

"Thank you for your email. We apologize for the delay in responding to your query due to high number of incoming inquires. We are very sorry that your journey did not operate as per schedule. We understand your frustration with this occurrence, as we are aware of how stressful every change to your journey can be. You rightly expect to be kept fully informed when a flight does not operate as planned. Therefore, we want to offer our sincere apologies for the same. Per your correspondence, we understand that you wish to get the refund for this inconvenience. However, as per our records your ticket has been flown, and the charges you paid was nonrefundable hence, we will not be able to comply with your request of compensation. Please accept our sincere apologies for the same. Despite this unpleasant experience, we look forward to welcome you on a Lufthansa flight soon. Sincerely, Kumari"

It appears this is a standard SORRY communication...as if they never read the documented issues.

When I tried to go back to the seat, she would have almost ran him over with her cart if I hadn't put my hand up to stop her cart. No sorry, no comment which made me believe it was intentional. Now I refuse to believe she didn't see or hear him from all the way in the back because he was crying and she was from afar and moving fast. Then I tried a walk again to calm him down, she came up and scolded me again to go back to the seat and I snapped, "Or what, you'll run over my kid to prove a point?"

She then called a supervisor who said the same things, and included insinuating I was a bad mom because I know my kid, why hadn't I prepared with toys. I got mad being judged like that, that I had if she wanted to see our seats. So not only were these ladies not helping, judging you for a crying toddler, they were making things worse stressing me and him out all this while my toddler was tantruming and crying on the floor and while other people were walking around. As if it wasn't hard enough already I had to argue with rude high on authority kid-hating out of touch elderly women.

My kid then proceeded to cry for another 40 minutes nonstop, made worse by the whole exchange and it was a horrible time for everyone made more horrible by Lufthansa's employees who won't let my kid walk twice during an 8+ hour flight. To top it off, later a stewardess hit my head with an elbow so hard while I managed to get some shuteye and didn't even stop to apologize Coincidentally. Thanks for all the trauma to my kid and myself, Don't travel with them if you have kids, they're horrible to kids and parents.

On Jan 19, 2023, we received the last communication from the Lufthansa Customer Service asking for our bank information without providing any identifying information and/or the payment arrangement details and again, when we responded asking for clarifications, nobody replied. Today July 2023 - We did not receive a penny!

I know the airline has a disclaimer stating that seat assignments may shift if the aircraft changes — which in itself defeats the purpose of buying seats. However, when they inquired about why they were being sent to the very back of the plane, the Lufthansa employee at the gate was rude, curt, and dismissive and turned her back on them. They received the same attitude from other gate personnel as well. Basically, the gist of it was, too bad, these are your new seats. No apology, no explanation. Lufthansa — there are ways to handle issues like these while showing basic respect to your customers. Buyers beware — do not waste your money buying seats from this airline!! We will make every effort to avoid flying Lufthansa in the future and we recommend that you do the same — unless you enjoy being treated like a third-class citizen.

This is totally unacceptable from the world's fourth-largest airline and rather scandalous behavior towards customers who, in addition, and without any prospect of compensation, had to cancel a whole further vacation trip due to the missing items and the fact that no substitute clothing etc. could be purchased during the weekend in Germany.

I called customer service who gave me an email for inquiring about a refund. Filled out email with explanation to which I got a response that it would be discarded and that I needed to fill out a form online. I filled out form online and they responded that they would refund me $240 (my original tickets were $3349 plus $559 for change of flight) due to taxes and fees and they sent me only the refund information in German. I went to counter at Detroit airport and she said there was nothing she could do because I initiated a refund so they canceled my flight. I will NEVER use this airline or recommend it to anyone!

Staff at the check in were not professional with bad attitude towards people, especially those whose final destination was Canada or the USA. They were disrespectful, talked rudely to us, didn't let us adjust our baggage, did not care to solve the problem or listen to people. Well, I have contacted them via phone. They forwarded me to their customer service department. Unfortunately they were not willing to look into the matter, and avoided my questions. I can attach our email correspondence for records.

As the conclusion they said the charge consisted of their excess luggage fees and the airport fees. They indicated that their records showed I was made aware of the airport fees. When I told them nobody informed me of the airport fees, my receipt showed any airport charges and asked them to provide me with the evidence, they dismissed me and my request. On their official website I found a calculator that provides an estimate for overweight luggage. For my trip from Krakow (Poland) to Edmonton (Canada), that included 1 free checked in luggage, with 3 kg overweight I was supposed to be charged 150 Euro, and not 620 CAN dollar. The 620 CAN dollar was illegal and unauthorized.

Well, dear Lufthansa since you lie and care for as human beings so much and as our records on recorded line confirm that you are abusing with your policy towards your passengers I assure you it will only fire back on your company. I could only imagine how many people get abused this way but my voice will make a difference and I will come with all I got to fight against this abusive behaviour from with your airline. Lufthansa, I will not bow to fraudulent abusiveness from your staff abusing your policies with your customers. See you in court.

"I regret ever choosing Lufthansa! Their inability to handle a simple lost baggage case is mind-boggling. It's been months of frustration and inconvenience, and there seems to be no end in sight. Your lack of accountability and failure to provide a satisfactory resolution is utterly disappointing." "Lufthansa, you have shattered my faith in your airline with your horrendous service. The way you have mishandled my lost baggage case since January 2023 is an absolute disgrace. Your lack of urgency and empathy towards your customers is appalling. It's time to step up and take responsibility for your mistakes!

Our flight is departing in 3 days and the best their customer service told us; we can not honor your reservations due to the flight irregularities, nor a new reservation can be issued. The only option they told us is to Go to the airport and hope for the best and Buy your seats and luggage there! They'll refund your reservation within several weeks after they held my money for 6 months. We never experienced this anywhere ever! Just to mention our friends are on the same flight with the same issues. Anywhere else this would be called a scam and just plain disrespect. Airlines can get away with anything nowadays.

I Googled everything from what area codes to use from Spain to call Lufthansa using a Canadian phone. Well let me tell you with all this technology these companies have they don’t make it easy on the customer. It’s not enough we have us do all the work ourselves when booking tickets and checking in, but it's hard reaching customer service when you need them. Their online system is not user friendly and when it tells you to contact Lufthansa directly, but they don’t offer you a phone number let alone a number for calling from Spain or other foreign countries even though they have offices in these countries. After I managed to find their number on Google and it said it was Lufthansa’s number I ended up calling the Barcelona Airport…I got thrown back and forth they must have given me 5 different numbers to call all of which were wrong. Finally, I did reach Lufthansa’s offices in Madrid.

This woman picked it up (Julien) and she was speaking in Spanish. I asked her if anybody there speaks English because I know no Spanish. As soon as I said that her attitude changed. She kept telling me that she didn’t speak English. I asked if some else there did? She said nobody. I asked to speak to the manager and she denied my request. I told her all I wanted to do was book my seat. Easy request, but she kept telling me to call this old number that didn’t exist because I had tried it. The irony was this woman kept speaking to me in full English sentences, but then she would say I don’t speak English? She would say “Sir you have to call this number for help” “Sir nobody speaks English here not even my colleagues” “Sir we have no manager here to help you.” I told her that her English was fine & that she was speaking to me in full English sentences.

I felt like I was being played. I was getting so angry & frustrated at the lack of empathy, understanding & support I was getting from this woman. She didn’t care. I was pleading with her to help me. I told her I was using my friend's phone & that I was trying to reach someone at Lufthansa for 1hr, but she didn’t want to help. I got my friend to call her & talk to her in Spanish, but she still didn’t want to help. She told my friend that she couldn’t book our seats & to wait till we got to the airport. She told my friend that all the seats were booked.

The next morning when we arrived at Barcelona Airport we checked in at the Lufthansa counter. We told this other agent what the woman on the phone told us about there being no seats available and he couldn’t understand why she would say that because he said there were many seats available. Lufthansa needs to take responsibility for the lack of service from their staff behind the scenes. That kind of service is not acceptable. There’s no accountability & customers feel vulnerable in foreign countries

We are frequent flyers as AWS is building teams in Europe and we experienced such unpleasant experiences 3 times both with Lufthansa and Frankfurt airport. We can take the service center’s advice to start using British airlines but we heard the others being patronized by your staffs mostly to ** and ** and the non EU nationalities and this needs to be investigated thoroughly.

Their (sickly sweet) Response: "Kindly be advised that when passengers call in to make voluntary changes to their bookings after the initially booking has been confirmed, a mandatory rebooking fee will be charged..... Therefore, we are unable to grant any further refund as all the charges were correctly made according to our rebooking policies."

My Letter: "... cancelled the flight on Sept 21, 2019 due to Tropical Depression Imelda. I live in Beaumont, Texas and it was not possible for me to drive to Houston, Texas.... I had no way to fly with Lufthansa from the U.S. as most of the roads out of Beaumont, Texas were under flooding conditions. We had approximately 1 meter of rain in a period of 24 hours."

I was informed I would be credited the ticket less a cancellation fee of $300. I was informed that $521.29 would be credited to my [credit card]. I called Lufthansa today and I was informed that according to Lufthansa's records, this amount was credited to the card ending in the four digit ** on Sept. 29, 2019. This has not happened as you can see from the attached statement. I also called [credit card] to confirm that this transaction never took place.

I would ask for three things.

1. That Lufthansa credit me the amount of $521.29.

2. That Lufthansa credit me the amount of $40.00 for the seat assignment.

3. That Lufthansa waive the $300 cancellation fee and credit that amount to my credit card. Given the inclement weather, I could not travel to Houston. By the time the roads opened up, the conference was over and there was no need for me to travel to Verona. I am concerned that I am being penalized for the adverse weather conditions of Tropical Depression Imelda. And that is most unfair to a loyal customer of United Airlines.

I would ask that you fix these three problems at your earliest convenience.

----

They kept on writing me sickly sweet letters saying it was my fault that I could not make the flight. Avoid Lufthansa.

Not being sure what the outcome would be, and having been told he may have to have a stent or even bypass surgery, I called the airlines to postpone our trip. I was told they are “not currently issuing credit” and that I could cancel. The so-called customer service rep repeatedly asked me if I wanted to cancel. I told her I wanted to take the trip later, but she just kept asking if I wanted to cancel. Finally, believing I had no other choice, I said yes. Thankfully, my husband is okay and did need surgery.

Unfortunately, my husband and I have not been able to get any cooperation from Lufthansa.

Every customer service agent we spoke with said the same thing…”there’s nothing we can do.” I completed the feedback form on their website and have exchanged several emails with them. Their stance is that the rep I spoke to did not make a mistake and it is a done deal, and they are keeping our $3,300+. I have pointed out that the customer service rep did make mistakes because she never told me I could rebook even though my tickets did allow rebooking. All she would say was that I could not get credit. She also should have told me I could call back when I knew what dates I wanted to rebook for, and that I had until 24 hours before the flight to rebook or cancel, and did not have to make a decision right then. Now we won’t be able to take that once-in-a-lifetime trip with our family and Lufthansa’s “customer service” refuses to help.

- Went on the website and our bookings had been deleted.

We are at loss. Based on other reviews, I am guessing that money is entirely gone at this point. DO NOT BOOK WITH LUFTHANSA.

>Impossible rebooking policies

Our Journey from Hell - STEP 1: We originally were set to leave Dallas to Frankfurt for a connecting flight (both Lufthansa) to Toulouse. For reasons outside of our control/not related to weather, the plane was delayed. We chose to try to make our connecting flight instead of rebooking after speaking to the person at the front desk. We spent the entire 9 hour flight stressed about whether we’d make it in time.

STEP 2: Our connecting flight was delayed - pretty on brand and a trend that would continue for the rest of our journey. At first we thought it was our lucky day, we sprinted across the entire first floor of Terminal A and up 5 flights of stairs to get to our terminal. WE MADE IT AS THEY WERE STILL BOARDING! We did everything in our control as the customer to be there, yet alas - as we presented our boarding passes, the attendant realized they had given away our seats to standby passengers that were standing right next to us.

He pulled us aside, and as we were waiting for him to check our tickets, they continued to let other passengers board. We were finally told they only had 1 more seat left and moved us to the next flight which was a total of 6 hours later (plot-twist: you guessed it, that one was delayed by an 1.5 as I’m writing - AND COUNTING!) The icing on the cake is that they tried to give us $15 meal vouchers for our trouble, but upon presenting them to a vendor, they had not been loaded.

DO WE EVER MAKE IT TO OUR DESTINATION? That is a question we still have no clue what the answer will be. We’re going on over 8 hours of total delays, the airports are closed tomorrow due to strikes. Also who knows where our bags are. I can only hope they uphold THEIR side of the agreement and get us to our destination. If you as an airline or business cannot uphold your end of the agreement, and continuously fail to meet the agreement, then it is my opinion that refunds should be provided. I will NEVER fly this airline again and will be sharing this story broadly with my friends, family, and any acquaintance on my socials. #friendsdontletfriendsflufthansa

My wife and I were taking dreadful trip to deal with my wife late father estate and participate in celebration of his life. Trip booked with Air Canada went without the hitch till we got to Munich. Deplaning flight from Montreal we leisurely walked to the new gate, and having time to spare before boarding flight LH1630 we both decided to use washrooms. When it was our time to board, we were denied the entrance to airplane and asked to stand to the side. We both had valid boarding passes printed in Winnipeg and we obliged. When all the passengers boarded the plane and counter crew started closing the gate we started to demand explanations. We were told that we were not on passenger list - that was all we got. When I told the clerk that this explanation is not sufficient enough for somebody who have valid ticket - we were referred to manager who graciously arrived half an hour after the plane left and told us that we have to go to Lufthansa customer service, and to take my beef with them.

We went back to the customer service to find ourselves at the end of the line of about 150 people!!! People start talking and as it turned out we were not the only one who's tickets were sold as the airline "thought" that we will not make it because our plane from Montreal left 30 minutes later than planned - not taking under consideration that layover was a little over 1.5 hours...

At this point I would like to recognize organization called Star Alliance as additional burden to passengers and establishment which hinders all travelers for the sole benefits of the airlines. My flight was booked with Air Canada straight on Air Canada site, but because they do not flight all the routes required to get me from Winnipeg to Wroclaw they sub the one which they do not operate. To muddy the waters more and enable airlines to blame and point fingers in different directions, the subs can sub their flights too.... So as we learned 2.5 hours later at the window and during discussion with Lufthansa Customer Service representative - our Air Canada flight from Montreal to Munich (LH4283) was subbed to Lufthansa, who in turn subbed it to Eurowings who in turn subbed it to FinnAir and who finally was the carrier.... and of course after contacting each and every one of these carriers I received standard run around asking and pointing at the partner... Way to go Star Alliance!!!

Coming back to my story and my seats being sold without my authorization... At the window we were told that we can be accommodated following day in the afternoon. This would not be so good for us as following day we had a court case scheduled at 09:00 AM and it was sort of important... Eventually we were offered flight to Dresden which supposed to get us within 3.5 hour drive of Wroclaw - that is the best the airline could do. We were not offered any additional assistance, and we were told that if we require hotel, food, transportation, or even a phone call to inform relatives - we will have to pay for it ourselves and submit the claim for reimbursement later - which is not true - check the rules in your passenger rights!!!

As we did not know any better - we jumped on the flight to Dresden, getting assurance that additional assistance will be provided there. In Dresden on July 24th in the evening we encounter empty airport and nobody to turn to!!!! All rental agencies were closed already at that time, not trains or busses going to Wroclaw either... We decided to go most dangerous way forced by Lufthansa worst customer care and incompetence - we hitched all the remaining way. There are - thank God - some good Samaritans out there. We arrived at our destination "only" with 14 hour delay... As far as Lufthansa - we are still in Dresden. Upon arriving back in Canada on August 20th, 2022 I wrote to Air Canada and opened claim for involuntary denied boarding - same run around happened again and was pointed to Lufthansa. Did that also - and they took their sweet time replying and opening the case (3 months).

In the meantime (September) I opened claim with Canada Transportation Agency, but they are "overworked" and have not hear from them yet... Lufthansa got back to me with claim number. Their agent - who I am in contact - Kwakhanya ** from day one is delaying process of my claim and plays ignorance. Many of my emails asking for update are unanswered, request to be contacted by their superiors - the same - no answers. On December 7th, 2022 finally she did graciously offered me 1634.56 EUR as a compensation. Without my input on the matter I was asked to provide my banking information for wire transfer. All the necessary numbers were provided the same day. Waiting patiently I asked for update to which I got reply on December 28th that she (Kwakhanya **) received notification that payment was returned with note: RTN Account Invalid... Their incompetence is unbelievable, or they did this on purpose - you decide.

After contacting my bank I was told that there is no history in last 3 months that somebody tried (with right or wrong numbers) wire me any money... Most likely Ms ** forgot to include SWIFT BIC number.... When I followed up with the email, I got response... 17 days later, word for word the same as I did on December 7th, from the same rep Kwakhanya ** but this time offering me 1,200 EUR.... Case is still ongoing since July 24th, 2022. I will wonder how long it will go on. To protect you from the same treatment, I will tell you below with extract straight from CTA site what your rights are and to execute them to the fully and do not allow anybody to push you around like Lufthansa and Air Canada did with us...

Obligations: Situations within the airline's control. If an airline denies boarding against a passenger's will, it must:

- communicate key information to passengers

Assistance: Airlines have to provide passengers certain amenities free of charge while they wait for the new flights being arranged for them.

- Reasonable quantities of food and drink. Airlines must provide a reasonable amount of food and drink. They should take into account the following factors when determining the quantity and timing:

Length of delay/time of day: Airlines should consider the length of the delay and the time of day it occurred when deciding how much food to provide and when. For example, it would be reasonable to expect greater quantities of food at typical meal times and after waiting for a long period of time.

Location of airport: Where the delay takes place may affect the type and range of food and drink options (e.g., Canada's North and remote areas).

Access to means of communication: Airlines must give passengers access to communication, free of charge. How they do this depends on the circumstances. For example, the airline could loan the passenger a cell phone, provide a pre-paid calling card, or provide access to Wi-Fi.

Overnight accommodation: When a passenger will have to wait overnight for a new flight (and where this would not have been necessary for the original flight), the airline must offer the passenger hotel or other comparable accommodation. This must:

- include transportation to and from the accommodation.

Compensation: In all denied boarding cases within the airline's control except those required for safety, the airline must compensate the passenger for the inconvenience. The amount of compensation depends on how late the passenger arrives at their destination, compared to the arrival time indicated on their original ticket. Specifically, airlines must pay:

- $2,400, if the passenger arrives nine hours or more late. (1653.62 EUR)

A passenger can only receive compensation for inconvenience under the APPR if they have not already received compensation for the same denial of boarding event under the other air passenger protection rules of another jurisdiction. Passengers have the right to seek compensation under the regime of their choice – airlines cannot refuse to compensate a passenger simply because that passenger would also be eligible under another jurisdiction's rules. Airlines are encouraged to track claims submitted to them under other rules to make sure the passenger receives compensation for inconvenience once.

When to pay: The airline should pay passengers their compensation immediately. If it is not operationally feasible to pay before the passenger departs on a new flight, the airline must give the passenger written confirmation of the amount to which they are entitled. The airline must base this amount on the estimated time by which the passenger’s arrival at the final destination will be delayed. If the actual delay turns out to be longer than the estimate, the airline must adjust the compensation to reflect the actual delay.

I would like to "thank" Lufthansa on making me expert in passenger rights....

Andrew K

I kept calling 1800 645 3880, the USA phone number. For weeks, even months, the voice message would say that the lines were busy and to call later. I finally got my call answered in November. I explained the whole situation, and got disconnected. I tried the second time. The second rep assisted, I explained the whole situation, and got disconnected. Five times in a row! This cannot be normal.

At one point, I asked the rep whether they were having issues with phones, and she responded yes, but they are being worked on. But I called on other days, too, and it was the same. I got disconnected every time I got a rep on the phone. Is this a tactic by Lufthansa to keep disgruntled customers away??? Basically you can't get anything solved, since you get disconnected every time!! And I repeat, EVERY TIME!!! Over a span of two weeks, I called the US phone number about 10 times, and got disconnected every time, after I explained to the rep what I needed. Is this normal??

So I called the German phone number +49 - 69 - 86 799 799, on December 5, 2022. The rep reviewed the files and offered to rebook my parents' tickets. We spend over an hour on the phone (and got a message from AT&T phone company that I just got charged $200 for the long distance call). The rep gives me a new booking code. She took my credit card number and said I would be charged $41.23 for tax, and $150 for rebooking, for either of my parents. I agreed to these terms. The rep gave me the new booking code. I checked on the website, and the code was on the LH booking site. Two days later I checked again, and the code was no longer there.

I called +49 - 69 - 86 799 799 again. Asked a different rep why the code disappeared from the LH website. The rep checked, and said it was because those flights were no longer available (nobody let me know that! Imagine my parents going to the airport on the day of, and find no seats on the plane!). She offered to rebook to ‘available’ dates. Took my credit card information, told me that I would be charged $41.27 for either parent, the booking code would stay the same, and now we’re supposedly confirmed. I received an email from Lufthansa with confirmation. However, the email also said to “Please call back your Lufthansa Service Center”. I smelled a problem again!!

I called Lufthansa, spoke to a rep, who checked the booking, and she assured me that everything was in order. I also checked the website, and the booking showed. Two days later, IT DISAPPEARED AGAIN! I tried for the last time, on December 21, 2022. The LH rep said that the previous booking didn’t go for ticketing (no explanation provided!). I said this would be my last time attempting to rebook the two flights; if I’m not successful, I will file a complaint with Better Business Bureau, and the Department of Transportation, and will take legal action. The rep said the booking would be done. Again, he took my credit card, and said the two tickets would cost $382.46 - $150 for rebooking, and $41.23 for tax, for each ticket. Which, again, is a different story from what the previous reps told me. The rep said that I would receive an email with confirmation. Which, as I anticipated, never came. Around $2,500 wasted.

We decided to suck it up and go anyway, but then found they wouldn't allow online check in, we were forced to check in at the airport (adding more time to our travel). Then, we received an email stating the flight was full and we needed to check all of our luggage. I'm writing this as I'm on the phone with my travel company to change this flight, I don't have much hope as our destination from here has limited options. Boycott Lufthansa and let them go financially bankrupt, they're already morally bankrupt.

Yet Lufthansa is advertising on the market “an increase on Transatlantic flights” with whose money?

I provided the baggage claim from the servicing carrier at Glasgow Airport, Menzies Aviation, and told Lufthansa that's all I was advised to do at the time my luggage was delayed. I have emailed 4 other times since their denial email on 10/03/22 with no response. The complete lack of a response is disrespectful and the fact that they will not even address the matter by phone or in person is criminal. I will never fly with Lufthansa again in my life!

At the time that I purchased the tickets from Lufthansa, during the epidemic, I gave them both of our citizenship information, with passport numbers, and Lufthansa sold me the tickets. At the airport it was Lufthansa agents who denied her boarding, so they had access to the information needed to know who was eligible for entry. Yet, they took my money knowing her ticket was unusable.

Part of the responsibility for the problem was mine since I didn't read the entry rules carefully on the U.S. government's State Dept website, but if the information was posted then Lufthansa also knew, since determining entry eligibility is part of their responsibility. In fact, they knew she couldn't board at the airport.

After being denied boarding, I went to the ticket counter to discuss our options, and the first thing the agent said after pulling up our reservations was, we missed our flight because we didn't arrive at the airport on time. Of course this was nonsense since we arrived in Frankfurt on a Lufthansa flight, and missing the flight to the U.S. has nothing to do with being late. I mention this because the traveler at the next window next to me was told the exact same thing by another Lufthansa agent. Both he and I said this wasn't true and the agents dropped the claim, but blaming the customer was the first reaction of the Lufthansa ticket agents, like it was scripted - part of their training.

We ended up leaving Frankfurt later that day for Istanbul, to meet U.S. entry rules, where we took a flight with Turkish Airlines to the US, and entered without a problem. I had to buy new tickets of course, which were twice the price of the Lufthansa tickets since they were purchased with short notice. When I later contact Lufthansa to ask for refunds, or at least credit towards future flights, they refunded something like $50 for only my girlfriend's ticket because they said I used both tickets when we flew to Zagreb (on the way to Istanbul - it was a long day).

So, a flight from Frankfurt to Zagreb was the same price as Frankfurt to the U.S., and I ended up paying for this unnecessary flight even though the boarding problem was partially their fault. They could have at least offered credit for a future flight, but didn't. Selling a ticket Lufthansa knew the customer was never going to be able to use, and training their ticket agents to blame the customer as the first response, shows Lufthansa to be a company that operates without ethics. I do not fly with them any longer.

Never travel in Lufthansa - the worst airlines and the worst staff that have ever attained. The Bengaluru INDIAN airport airline staff thinks to be an immigration specialist and the worst airline I have ever flown in my lifetime. The customer service is a total disaster as they do not have any respect for people traveling. The food served is stale.

Lufthansa never responded to my emails or phone calls for the below action I asked for-- I am writing this to inform and need compensation for the tragedy I had faced in return travel from Bengaluru (BLR) international airport by the specific Lufthansa Staff who took by check-in booking. He and the lady had no courtesy and was rude behaved to my family boarding flight and was performing his duties as if he was and German and USA embassy staffed.

We reached BLR airport in the midnight of Aug 9 with my Family that includes my mother who is 66 years old, 3 children including a 15-month-old son. I have been stunned by the behavior and approach from the beginning while my boarding pass and passports were checked. The Lufthansa staff looked and talked to me as if he belongs to the German immigration embassy with rude behavior stating I can’t travel the flight due to No US VISA stamped on my Indian passport or neither I am citizen/GC holder of US; please note I have been provided Advance Parole and USA embassy has respected my return to work in USA.

The Lufthansa BLR check-in staff acted to me as if I am possessing an illegal entry to USA and asked me to come back after I receive the Germany Visa for just having to catch the stop over flight at FRA which both flights (BLR to FRA & FRA to SFO Lufthansa flights) are stationed on the same Terminal-1. Just because I did not possess a USA Visa on my Indian passport (which is not required for my family on Advance Parole) or neither was I a Citizen/GC of USA.

I must understand why the BLR Lufthansa Staff takes that position of USA Embassy to say I am not fit for the travel over Lufthansa via FRA. Please understand I am not exiting the airport nor the Terminal to catch my connecting flight (in fact both were operated by Lufthansa), and they need a German Visa for me to be onboarded.

I had plenty of calls towards Lufthansa Customer care in the month of June, July and Aug that must have been already monitored and recorded asking if all my paperwork are up to date for travel and the Lufthansa said they have no issues in my boarding flight and for my life first nightmare the BLR Lufthansa staff turns the needle south stating he has the entire authority to make me return home due to the above stated German Visa requirement. My surprise is all my call towards customer care has never been valid responded and the BLR check-in staff considers me to have German Visa knowledge at once; how can this happen to a customer when travel plans are arranged properly and BLR Lufthansa staff takes the advantage of sending me back home with boarding the plane.

Please do also understand that my travel from San Francisco (SFO) to BLR was a USA valid visa (advance Parole) through Lufthansa, with a layover at FRA. If this travel was clear, I should have no issues while I travel back too. There is no Law that states to change for a transit VISA. This travel caused me issues and needed to book my family's flight through Qatar airways on the next day travel from BLR to SFO. The airlines showed me respect and accepted my Advance Parole without any issues, and I was given a warm welcome to USA by the USA Embassy immigration officer.

I am attaching the flight charges of Qatar airways USD$15,405.22 which I had book because of the merciless showed by the BLR Lufthansa Check-in Staff and canceling my travel. Please provide the compensation of this amount as I never would have travelled through Lufthansa if this German Visa was pointed earlier during my June calls with Lufthansa customer care or neither was I am able to afford USD$15,405.22; today I am in a bad debt because of the forceful return to USA cancelation done by the reckless BLR Lufthansa Check-in staff at the BLR International Airport and was able to return to India for Kids School and my work on time because I had to forcefully book Qatar in the last moment.

Please do provide this USD$15,405.22 as compensation to me for the rough cancelation done my Lufthansa BLR Staff during my visit on midnight of Aug 9. I would like to present this towards the Google review and take this forward to get an action taken soon on Lufthansa.

Then the mess at Frankfurt. With a short layover I ran from one side of the airport to the other so I would not miss the connecting flight to LAX but of course, it was delayed. That was not the issue. The issue was no one communicated with anyone and everyone was pushing and shoving their way to the front. It was madness. And no one could tell us what was happening. They just allowed this insanity to happen. I spoke with other business class passengers and we all agreed we have never seen anything like this.

Then once I boarded the hot and humid aircraft, which we had to sit in for 40 minutes before we took off, I was snapped at by an employee that I was not allowed to use the bathroom (after waiting nearly 1 1/2 hours to board). This was extremely uncalled for. On the flight, the food was almost inedible. In fact, I talked with more business class passengers and we all agreed the food was awful. Some food was not even available and all we had to eat was raw fish and eggplant. Both foods I cannot eat. So for over $1000 of an upgraded ticket, I ate bread. Not to mention, my seat was uncomfortable and the controls barely worked. So I couldn't get the "lay flat" experience I paid for.

On top of all of this, my luggage didn't arrive to the airport. I was told it did not make it on the plane which is absolutely inexcusable given that the flight was delayed, meaning the team had an extra almost 2 hours to load my luggage onto the aircraft. My baggage did not arrive for another week and I was told I would be reimbursed for everything I needed to buy, and STILL have not seen a penny. How is any of this acceptable with a ticket that I paid over $1099 for? This has been one of the worst experiences and I have posted a TikTok video describing my experience and that video now has over 13,000 views and hundreds of comments of other angry passengers.

I have emailed, called, filed a dispute with my credit card company and still have not heard back from Lufthansa. This is inexcusable and laughable. Do NOT fly with them, especially do not upgrade to their lousy business class. I would love to be reimbursed for what I paid and be refunded for this terrible experience but unfortunately, given their radio silence, I doubt this will ever happen.

The website just produced an error and told me to call customer support. After two call attempts and an hour and a half of hold time, I reach someone, who informs me they can email me my receipts but it will take 7 business days. "Wow, that's really inconvenient, but at least I'll get them." I called the next morning to reconfirm the email I gave them was correct (another 1 hr hold time).

9 business days later there is no email. I call Lufthansa (1 hr hold time) and am now told there is nothing that can be done over the phone. I need to email Lufthansa to request the receipts. "Which email?" I ask. "The one listed on the website" I am told. At that point, I vent my general frustrations that I cannot get my receipts on the website and would like to speak to someone who can help me on the phone. They say there is nothing that can be done. I question why nothing can be done since every other airline I've flown you can obtain receipts this way. It seems like a logical thing Lufthansa should support. This is the point where I'm disgusted. The operator says nothing and puts me on hold. I wait for another 15 minutes and hang up because I need to move on with my day. Horrible. I do not plan to fly Lufthansa ever again and will gladly tell anyone who mentions them the inconsiderate and inefficient experience I had.

Every customer service agent you contact at this airline doesn’t care about your feeling, from their phone lines to Houston lost and found office. I hope you think twice before going for this airline especially if you have important events or are meeting deadlines. You will be disappointed because I am currently and so are the 10s of people if not hundreds that I met at the Lufthansa service center. Think twice please.

I have spent 8 hours on the phone trying to contact Lufthansa's customer service phone 1 800 645-3880. The full day there is an automated message informing that all representatives are not available, asking customers to call later and disconnecting. My daughter is in Prague on her own, she has no place to stay, we paid an additional $900 for a flight that was already fully paid. Lufthansa is quick to get your money and then there is NO CUSTOMER ASSISTANCE whatsoever if you need to speak with anyone. Don't ever fly Lufthansa, customer service is non-existent.

The bag arrived in Rome 4 hours later. She sat at the airport waiting, only to be told it hadn't arrived which in the end was wrong and that it was on the flight. We did not find this out until four days later when her dad was flying out of Dallas and decided to see if anyone there could help. We thought by some luck she could get her suitcase only to receive an email that same day that it was being sent back to the US. The other frustration was this was a United flight operated by Lufthansa. Would United help in any way? No. Disappointed in United and will think twice about using United but definitely will not fly Lufthansa.

We received another communication shortly thereafter stating the baggage was picked up by a company called Direct Courier Services at 9 PM. Direct Courier Services communicated to us that our luggage would be delivered by 11.30 PM that evening or first thing in the morning. No luggage was delivered at either stated time. The next day, upon checking Lufthansa's website for misplaced luggage, they indicated that the luggage had in fact been delivered. The Direct Courier link said "Melissa" delivered my luggage to our home just past 11 PM and that I had signed for them. At this point the Direct Courier Services link disappeared and I was unable to contact them. We called Direct Courier Services - one phone number, no answer, voicemail was full. But finally we were able to get through. Once the man who answered found out we were looking for our luggage, he promptly hung up.

We then drove to the Direct Courier Services address we found on Google. It was behind a steel security fence and locked gate. As we were trying to contact Direct Courier Services we concurrently were attempting to contact Lufthansa via email, phone and through the Find my Bags website. While using the email for Lufthansa and the Find my Bag website, we got the same computer generated response asking for more information. We provided the information and got the same request. Again.

When I called the customer service number each time it was at least a 40 minute wait before being connected to a call center in the Philippines. Each time, I was informed they could not help because my bags were delivered according to their information. When I asked to speak to someone who could help me I was transferred into the void.

We turned our baggage over to Lufthansa on their own volition they gave our possessions to their agent, Direct Courier Services. At this point Lufthansa completely abandoned us and took no responsibility for the missing luggage. I found 27 reviews for Direct Courier Services. 26 of them were one star. It was about a fifty-fifty split. Half of the comments believed the company was inept and the other half believed it was being operating as a criminal enterprise.

At this point we filed a police report. Of course the police could care less. Our next action was to take legal actions to compel Direct Courier Services to produce our belongings. Our attorney wrote a demand letter, which was is required prior to filing our lawsuit. The demand communication was received by Direct Courier Services around 8 PM. Direct Courier Services calls us within minutes and our luggage was delivered a few hours later. It makes we wonder why Lufthansa took such a hands-off approach to helping us when the entire problem was caused by their carelessness of using such a disreputable vendor as Direct Courier Services.

We vacation in Europe several times a year and since the demise of our preferred carrier, Norwegian, we are going to be using Lufthansa. I wonder why an airline which is so well-run and does such an outstanding job in almost all areas of their business would allow their LAX operations to use a company like Direct Courier Services. A simple 2-minute check of their reviews should tell anyone that this is an organization no one would contract with.

The second thing I wonder about is why no one in Customer Relations would believe us when we said our luggage was still missing. A simple call from a Lufthansa official to Direct Carrier Services would most likely product the same results as our threat of a lawsuit without the attorney fees and we would not have spent the six days of effort it took in order to retrieve our luggage. Even a well managed company like Lufthansa has areas that need improvement.

Now, there is no one to contact and the lost luggage office in Bucharest states that there is not much they can do. They advised us to wait and call them every day. But this hope for the best approach is not what we expected from a company like Lufthansa. In the luggage, we had also vital medicine so now we have to waste time and money for doctors' consultations and medicine. We could not believe that we have these problems with such a reputed company as Lufthansa. Now we are afraid we'll have the same problems on our way back to Sydney.

Arriving to Frankfurt on the first trip we learned that there was no personnel to disembark us so we were stuck on the plane for half an hour and almost missed our connecting flight. On the return the first flight was delayed (of course) so we had to sprint in Frankfurt airport to make the connecting flight. Only one person in Nuremberg to manage check-ins, not enough personnel to manage on board catering. I heard Lufthansa has already cancelled over a thousand flights this summer but clearly they are still unable to manage the remaining ones.

I won't be flying Lufthansa again if I can help it. I would rather take a more complicated or expensive flight path and be sure that my flights will be on time and that I will find my luggage on arrival at my destination. I seriously can not believe that an airline, especially such an old and established one, could be this incompetent and lost.

After like 30 minutes ** confirmed that all was 99% correct only that he needed to verify with his colleague. This was in A very friendly tone, They went ahead and requested me to log into the digital portal of Grand-cayman that issued me Certificate to travel for some confirmation that they needed and I did so, ** took my phone and went with it to ** for further confirmations. They interrogated my phone and after 4-5 minutes they handed it back to me, after like 3 minutes ** asked the lady at the desk to hand me my papers that I do not qualify to transit in Frankfurt, With all the shock I tried approaching them since this agent lady has no reason at all, I asked ** why am I not able to Transit to Frankfurt, this will cause so much loss on my side considering that I might even lose my job, he told me in a harsh voice that there was nothing he can do. The decision has been made.

I asked both of them please explain what is the main reason behind this? I don’t understand, ** said it's because of asylum, he didn't even pronounce the word correctly. I asked him to pronounce again, he repeated, I asked what does this word mean? ** could not explain and at some point he asked me in a harsh tone, "Are you recording me?" I asked him, "Why would you imagine that I am recording you?" I placed my phone on the agent's table to prove I had no intentions of recording or taking a video, well ** the duty manager said this word meant that I will enter in transit then cross to German inside destroy my documents, I asked him, "Why would I do that?" With ** standing there he said lots of people from our race do this and currently the situation is hard for them to control.

I pulled out the email from the German Embassy in Kenya and tried showing **. He refused even to just have a look, I told them prior to my journey, I had contacted German Embassy in Kenya and they had clearly responded to my e-mail that so long as it's transit in Frankfurt I am allowed, all landed in deaf ears however ** took a minute and looked at the e-mail. After my frustrations and talking with them ** confirmed a full refund will be issued and told me to try checking with Turkish airline. They have a flight at 3am… I was so in easy, I begged him to help me to book the ticket. He said, "No I can just direct you but you need to do this by yourself," I rushed to check with Dnata counter but unfortunately there was no flight available with Turkish airline, whatever was available was business class and AED 4000, The Dnata guy advised me there was several seats with KLM.

I told him prior to booking KLM let me check if they will allow me to board and transit in Amsterdam {Kenyans are allowed to be on transit} I went to KLM desk, as I was explaining myself to the Duty manager again ** appeared and asked them not to allow me that I am not allowed to step in Shengzen countries, I felt so frustrated. Honestly I felt for the first time ever discrimination I have never experienced anywhere, well I gave up. I went back to **. I borrowed his card and told him I have tried all means. It's not possible so the only option I have I will book the next Kenya Airways flight. I go home in tears and he said ok. He couldn’t do much, He told me he had added a remark in my booking that they will refund my booking full price, I thanked him for everything and left Lufthansa counter, I went sat next to KLM desk and did a booking for kenya NBO.

This was the place I felt comfortable and I needed some peace of mind, I would go back to Dubai yes but I had given out all my things knowing that I was relocating to Cayman Islands, My house had been rented to a new tenant from 26th May, 2022, I even jokingly asked my landlord and I have all communications, what if I have to come back and you have already given out my room? I have till 31st, the guy said that it’s ok. I will definitely get a place for you, don’t worry. My UAE visa was to be due on 27TH May 2022. I was in the grace period, so there was no way I would go back to UAE, I would even commit suicide out of pure stress, I decided to book the next flight to Kenya which was at 6:55hrs with Kenya Airways, am now home where at least I am and it even gave me some inner peace.

I tried calling Lufthansa team in Nairobi to explain myself however no one answers, I managed to catch them on chats after several attempts, Geena finally confirmed that I could used the ticket to rebook my flight, I gave her the new dates I wished to travel and she confirmed it was ok, she even called from Germany to get the credit card details for charging extra amount which was the difference, I gave Geena my card details and she confirmed all was ok that she will share the new ticket details shortly in my gmail, after hanging up I waited and waited. I never saw the confirmation, I went back to the charts. I found an update that automated itself that my booking is not eligible for a rebook, this was just a shock, but why? Anyhow I concluded that Lufthansa had flagged me maybe so what about my refund?

In the same evening, I received an apology email from **, why is he apologizing? I concluded it's because he was aware of how they mistreated me. Anyhow I had to quickly change the flight from PTY to GCM because it was for 27TH May 2022, I have the flight tickets, just moving the date costed me extra USD 181. The hotel booking I had booked in Panama for a stay during my layover was not refunded neither did the hotel responded to my plea of moving the booking. It was about USD 24 for 1 night. The flight I now booked from NBO to PTY has costed me USD 1990. I have all invoice with me, was this really necessary? I have all documents in case anything is required. I do NOT wish anyone to undergo such frustrations ever, it was traumatizing.

Original Review: May 31, 2022

I booked a multicity ticket on Expedia and paid the amount. This itinerary involved four legs three involving United and one with Lufthansa. While booking I got the seat numbers in all the three united flights. For the one leg on Lufthansa I was asked to contact Airlines. Nowhere it was mentioned that I had to buy only Premier economy to get the seat number. When I contacted Lufthansa I was informed that I need to pay $400 to get the number in advance. Otherwise it will be allocated at the check in. This is so ridiculous. When United gave new seat numbers why Lufthansa wants me to pay 400$ just for one leg.

Some airlines may charge 30$ or so which makes sense. But demanding $400 and change entire ticket is ridiculous. Expedia should have known that and should have informed while booking. Fortunately I contacted inmediately within 24 hrs and could cancel. The passengers should be careful while booking ticket on Expedia with Lufthansa. Just for information of all passengers. Warning to passengers.

My wife and I are both senior citizens and it is important for us to sit together for obvious reasons. When we purchased our tickets we were given seat assignments on United and were told that we would be receiving seat assignments on Lufthansa very soon. We patiently waited and now, as our trip is approaching within 2 weeks, we still don't have seat assignments for any of our international legs. A month ago I went online and tried everything prior on their website. I'm fairly technically savvy the lack of resolution was not due to my inability to navigate a website. The online experience was very frustrating as I was constantly redirected in a giant circle when trying to get a seat assignment. They want you to pay extra for a seat assignment - new information to us. I was getting nervous and was willing to pay and tried to pay but the website would not allow it. When that didn't work I tried calling.

I have spent countless (more than 20) hours on hold in hopes of speaking to someone but to no avail. I went online to try and find a number where I can speak to a live person but none of the numbers worked. One actually was to a pharmacy back east somewhere. I tried to "chat" with someone and they told me we had to go through United Airlines since we bought our tickets through them. When I told them that I had actually spoken to someone at United and they told me that we had to go through Lufthansa, the chat person disconnected without even an apology for not being able to help me or a goodbye. I was so upset that I printed off the chat session and plan to share it with a Lufthansa customer service agent when we fly.

Next, I tried to email Lufthansa's customer service department and I was thrilled to get a reply within 24 hours. They asked me personal information, confirmation number and a few other logical pieces of information in order to verify my identity and my itinerary. I immediately provided them the requested information and thanked them profusely for their reply. Sadly, it has been almost a week and I have had no reply. I hope that the customer service we receive on the plane will be better than what we have received so far. I bet it will be, as the bar has been set very low.

After wasting hours and hours I've gone nowhere with them - 4 days before my flight instead of packing, I'm trying to find flights to Melbourne. Extremely stressed out. Customer service is absolutely horrendous. One of them threatened to disconnect the call because I was 'upset' and then disconnected my call too. AVOID THEM AT ALL COSTS!!!!

My ID matched my ticket and I’ve never had this issue before. If they weren’t so laidback and nonchalant about it I wouldn’t be so angry. The whole day turned into a nightmare and an expensive one. Second Covid test, waiting at the airport for 24 hours. They just shrugged their shoulders like it was no big deal. I’ll never use them again.

Due to the flight's delay, we're on the run to catch our connecting flight. We made it, but our luggage did not. They arrived two days later. YVR may have been our final destination, but we weren't yet home; we were without clothes and had to purchase them until the following day. We received two small meals during the ten-hour flight from Frankfurt to Vancouver; Lufthansa does not serve snacks; you must wait for the meal. Because they were out of chicken, we were forced to eat pasta. Lufthansa refused to reimburse me for the clothes and reserved seat when I emailed them. I will not fly with them in the future.

- Flight: Seattle to Frankfurt (Great). - Flight: Frankfurt to Madeira. - Circle above Madeira try to land get directed back to Lisbon. - Go to Lisbon then back to Frankfurt **Where it all goes downhill**. - Stay night in Frankfurt - can't give us details on if they can book us but to show up at 7 the next morning. - Flight: Two groups split half go to Porto. Other half Frankfurt to Munich then to Porto. - Wait in airport till 8PM, flight cancelled (Fine, these things happen with weather).

- Wait in a line for a few hours just to be taken to a hotel and to come back the next day. - Booked for Thursday morning but messed up an individual's to the point that he can't do anything on the app (Makes 0 sense). We are told to come back at 8 PM on Thursday for the flight. - After chatting with them we find out the bikes made it to Porto except 1 (They want us to open up a case but that might mess up everything). We also did this on our own accord if we didn't our bikes would not have come with us to the final destination.

- Get call at 3:55 AM saying we missed our flight, they changed without notice so two of our members go to the airport. - We chat that morning and are about to go to the airport to figure it out when the front desk lady of the hotel says that we need to be out by 1 as taxis are coming. THEY CHANGED OUR FLIGHT AGAIN WITHOUT NOTICE. - Go to airport for flight find out they didn’t transfer our bike reservation to it and they can’t fit them now. - Individual chats with them for 4 hours. - Gets us finally on a larger flight that will take our bags. - Charged $60 extra dollars per bike

We spent 7 days in airports and airplanes out of 11. In the first 5 days we had 12 hours not in an airport or plane because of everything. We tried to make the best of the weather delays and enjoy the city we got stuck in. But with your changes without telling us and your complete lack of car for your customers we didn't get any days. We lost all of our time to this. Weather is fine, what you guys pulled is not you need to fix this. Lufthansa my booking code is ** - Do the right thing and get in contact with me and my group.

3. Through United, I was told I had to call Lufthansa: Phone number 1 (866) 953-2294. For 3 hours of music phone. 1 (866) 953-2294. For four hours phone (516) 296-9650 left it running for a couple hours. 1 (800) 645-3880 for new passengers and it was picked up.

Response: Okay, will send you an email with confirmation of the refund not. (No email came.)

I will put in a complaint to FAA and FTC. But the time and misery. And now I see this is their level of integrity. This company should not be allowed to operate in the US.

Original Review: I bought a ticket with Lufthansa on my trip to Tehran from Abuja but unfortunately they refused to allow me boarding because of transit visa and and after I canceled my flight they refused to refund my money ($1300). This is the biggest scammed that I ever face in my life, A whole German Airline company can scam an ordinary poor passenger like me. This is a big shame…. And I will never forgive.

After a 20 minute wait for our paperwork was checked for the 4th time and we were herded onto shuttle busses, again standing nose to nose with another 20 minute wait. Then driven to our plane only to find out that they had forgotten to de-ice it! So back we go to find another plane. Board that plane only to find out that the catering truck couldn't find the plane! So we had another 30 minute wait before taking off. Needless to say that everyone missed connecting flights. The United customer service desk in Houston helped us with hotel and food vouchers. (There was no one working the LUFTANSA desk!) This was not my first time flying with LUFTHANSA. Other flights to Italy were just as bad. You can't select your seats in advance! Even tho we paid to upgrade. Customer service phone reps are in the Philippines and poorly trained. I couldn't understand or hear one due to the ROOSTERS crowing in the background! DONT FLY LUFTANSA!

- I want either Full refund or voucher of same value that can be used with other airlines. Lufthansa removed my booking my receipt from the portal, and they are saying that they have refunded my ticket, I have not received my payment of $1595.91./ Please help.

Poor Communication: The communication with Lufthansa and their partner airlines (except United) were horrible. Lack of information was shared, false details were relayed to us. I fly a lot and this was one of the most stressful travel experiences I've ever had. Broken AC on overnight flight: We finally boarded our overnight flight from Denver to Frankfurt, but the AC was broken and it was 86 degrees in the cabin. I verified this with my watch thermometer. They made no effort to rectify the horrible overnight (9 hour) flying experience. This made for an exhausting next day when we finally arrived.

Lost Baggage: My baggage was lost in Italy and the process for getting it back was long and stressful. Finally after 6 days, while calling to confirm 5x a day I was able to get my work equipment back. Communication during this was slow and I often found inaccuracies with the data they had in the system. Lost Wages/Work Equipment: I was traveling for work and they lost my personal shelter and technical safety gear. Because my Shelter was in the hands of Lufthansa, I had to spend extra money on 2x hotel nights and In order to do my job I purchased just enough equipment so I could perform my work duties. Lufthansa/Swiss Air would only reimburse me for 50% of this, leaving me with significant costs due to their error.

..MORE bad communication: I've tried to contact Customer Relations, but as of today it's been 25 days without a response from them. I feel I've given them a chance to make this right (at the very least reimbursement for shelter/work equipment) so I'm doing my best to make sure this horrible travel experience doesn't happen to anyone else in the future. AVOID Lufthansa/Swiss Air at all costs... It's just not worth it.

The customer service was the worst and I would never wish it even on my worst enemy. My God what happened to assisting people on their worst day of their lives? We were not asking for charity we just needed some direction or even someone to show us how to reschedule our flight. Worst worst experience. Never ever will you get our money. Please fly with another airline.

The staff at SEATAC was very unprofessional and insensitive. They were not informative at all, rude, and at one point refused to talk to us. We would have appreciated at least some information on how to handle this matter. The manager was pretty much useless, very rude, and even stopped to look at me while I addressed her. Having paid for our airline ticket, we were beyond shocked. The arrogance of it all is to this day unbelievable. It was another airline that came to our rescue and we were able to travel on the same day. How a company delivers customer service speaks volumes. Lufthansa definitely deserves zero stars for its poor deliverance.

Last but not least, recent changes in price policies and in-flight services just confirm the general trend of company degradation. For example, on some international flights longer than 2 hours, which I recently used, there is no more complimentary food/drinks service. The ticket price, however, increased! As a summary, using often other air carriers, I have to say that Lufthansa is rather located in the very end of the list of quality providers.

On 7/17 we were notified by Consular’s office that US citizens' entry to Malta was approved with the CDC vaccination card. Notified Lufthansa immediately via email as phone contact is nonexistent that the course had changed, we would take the flight. Our flight itinerary was never cancelled on the website and we received emails to check in 7/21. Could not do so online and referred to customer service at airport. At airport we were informed (after lengthy waits in 2 lines) our tickets were cancelled, given a refund and only recourse was to pay that day's pricing in order to board flight. Did so and told rep that we would be in contact regarding, not only cancelling our flight with no contact follow-up but us paying a much higher cost per ticket.

On 7/23 in Malta date (one day ahead of US), we received email that our original flights were cancelled. When we returned, our credit card indicated we received $103 per ticket refund. Although these tickets were non refundable, why would Lufthansa keep the money when we would have been denied boarding flight? We have essentially paid more than twice for two tickets to Malta- original tickets to Malta and then the day of purchase tickets. We have since communicated with Lufthansa and requests are denied and emails are since unanswered. Very poor customer service and definitely not an airline that rates customer experience during an already difficult time with COVID restrictions.