Lufthansa Reviews

We had different return dates. The way we received the email from ASAP tickets was very confusing, it appeared our flight to Europe was cancelled first while it was my husband's flight back to US. We are very very upset about LH charging us penalty of $317.50 for my ticket. It caused us so much stress, anxiety and loss of money. We are planning our trip to Europe to visit my family as soon as EU opens up and removes travel bans. We are both vaccinated and confident to fly again. We would appreciate if LH could provide either a refund or a credit in the amount of my penalty ($317.50) so we can apply it towards buying new tickets.

Also every time I called LF, their customer service kept telling us to go through the agency where we bought our tickets but they were no help. The person who keeps responding to my emails from LH has zero understanding, his or her name is B. **. After numerous emails back and forth I was told they won't refund/credit the penalty even though none of this was our fault. I feel this is extremely unfair. We liked LH but not after this experience.

Secondly dwt offer 180 as a refund but do not state the currency or if free of any further deductions after many many emails! Lufthansa have raised many fb id numbers but have failed to address my problem of the cancellation by lufthansa and they (dwt and lufthansa do not supply the information you request). To think customers have money to throw at them or away is a disgrace! They ignore answering vital questions! They refuse to release information under the freedom of data / information charter. List is endless. Do not use lufthansa / travel agents (dwt) of this nature. Lufthansa cancels flight but passes the buck to the travel agent, the travel agent passes the buck back to lufthansa and to your travel insurance knowing full well travel insurance will not pay out one iota if flight is cancelled because of a cancellation related to a pandemic etc for flight Cancellations.

However lufthansa and dwt you have refused me boarding and not just cancellation under my entitlements of my flight. You and /or dwt have not offered any payment either for my extra costs incurred like hotel accommodation, additional pcr testing, food, etc. Rather pay the extra amount directly to a reputable airline and know you will probably stand better chance of a refund but of course airlines can play silly buggers too as like other airlines are doing currently too. But this review relates to lufthansa/ dwt ltd. Its not over yet lufthansa/ dwt. I have lots time on my hands and will not rest until you are brought to book!!! There are airlines and travel agencies (dwt) who are just raking in profits from situations like this using these methods of exploitation on innocent victims of travel. Utter disgrace!!

The second issue is that now we have a minor alone at the airport stranded there for two days just because of the airline mess up. We had to book a completely new flight to bring him back to Egypt. Now the third issue is refund, I wanted at least a refund for the return ticket that he have not used. I called the agency. They told me call Lufthansa. I did. They told me call Austrian. I did then told me to call agency again. I did and finally told me to call lufthansa again. I call lufthansa again and there is nothing that they can do but offer me a credit for half the ticket for next year for the same passenger who is the minor who is now traumatized to travel for life! Awful service, they are not responsible and do not own up to their mistakes nor do they compensate for all that happened. They just want your money and do not care about anything else Corona or NOT. we travel every year and we have family traveling every year, we will never use their services again.

Contact with customer relations resulted in stonewalling and a rigid response, despite the claim by Lufthansa management that they are being flexible and accommodating due to the virus situation. Basically, I feel that they have stolen my funds to help with their large deficit and they will not make any effort to help customers. I am registering a complaint with US DOT, and hope that either a fine or a class-action suit will result in the future. Needless to say, I will not fly with this airline in the future.

They have no future if none of the customers return to their planes because they know they might be scammed again for hundreds or thousands of dollars. I suppose Lufthansa's only hope for survival now is to be bailed out by the governments, and have the taxpayers of the EU on the hook for the billions they will eventually lose when their customers turn to airlines that acted responsibly during the Covid pandemic.

On that note, my fiance’s mother was supposed to travel from Costa Rica to Krakow (where the wedding celebrations were originally going to be held) to see her son – whom she hasn’t seen for 3 years – getting married. So we called Lufthansa hoping that they would re-book her flight. They wouldn’t. They said that because it hasn’t yet been cancelled, we need to pay another 900 Euros to change the dates to later this year. Same route, same time, same everything – but a different date.

It is in my opinion so irresponsible, first of all, for Lufthansa not to suspend that flight when Emirates cancelled our flights on the same date. And second of all, to not be helpful in this time of crisis for everyone. It is incredibly disappointing to see how greedy some companies can be and taking advantage of this pandemic while the whole world has come together united spreading kindness and compassion. Obviously, we aren’t canceling our wedding, our trip, our honeymoon, my fiance’s mother’s trip, by choice, but because we were forced by the current situation to do so. Be safe, be kind, safe lives.

How does that work for customers like myself who travel during school holidays? Who in their right mind is going to Europe for holiday in the summer of 2020, or at best, currently booking travel to Europe for summer 2020? So essentially, Lufthansa's rebooking policy doesn't provide any relief for USA citizens on leisure travel. Next time avoid Lufthansa and use a more customer friendly airline. Vueling for example allows rebooking through 6/30/2021. Not a great policy but at least I have a chance to use the ticket in May/June 2021.

Later on that day, I got a text from my credit card that my limit was low. I went to check why and it seems that Lufthansa charged me over $3000 USD when the app told me it was going to be about $1000 USD. I started trying to get a hold of Lufthansa Customer Service. Since I was traveling away from home, it was difficult for me to get my cellular roaming service long enough to call Lufthansa. When I was able to get through, I was met with voice recording after another because their Customer Service was getting "slammed" due to some northern European storm. When I did get a hold of Customer Service (after 2 hours of waiting each time), Customer Service kept telling me that I bought non refundable tickets, so I could not get a refund. I explained that I was trying to cancel the upgrades since the price has increased substantially from what I was originally informed.

After going in circles in multiple conversations due to accidental hang ups from Lufthansa Customer Service, I finally got someone who told me that I had to go through Ticketing instead of Customer Service and I could not contact Ticketing directly. Customer Service has to request someone from Ticketing to call the customer back which was an issue for me as, again, I was in the middle of a trip with bad roaming cellular service.

Unfortunately, it seems that my fiancée had to threaten fraud charges on their Facebook page before we actually got a response. The same day she did that I got an email from someone in Ticketing stating they were trying to call me so I immediately gave them a local resident's phone number where I finally felt like I was getting proper service. I was informed that the app seems to have classified me one way which gave me a good upgrade price for the flights, but the error in classification was corrected just before billing.

The Ticketing agent told me that they would refund the upgrades and reset my tickets to the original along with the old seating assignments. So, we waited a few days and the upgrades were refunded, but the upgraded seat assignments were not which were around another $132 USD. I then spent a few more weeks attempting to get a hold of Ticketing again through Customer Service. And again, it seems my fiancée had to make another threat on their Facebook page before we got someone that was not giving us the run around again. And again, over the phone, we were informed that the seat assignment refunds has now been requested and we should see that in 10 days. This was Mar. 2nd, 2020.

Today is Apr. 8th, 2020, and I have been "reminding Lufthansa" on Facebook about the promised seat assignment refunds every few days. And this is the response we are now getting from Lufthansa... "Hi, here's our statement on refunds: "Refunds continue to remain possible. Our service centers, however, are at present giving priority to necessary rebookings and the coordination of repatriation flights.We are also aware of the legal situation and refunds of course continue to remain possible. We kindly ask for your understanding that due to the current situation it is not possible to uphold the usual deadlines." /Jack"

At this point, it seems that our return flight to Poland maybe canceled due to the COVID-19 flight cancellations/slowdown, which now has me wondering about that too. I have seen companies make it very difficult to get in contact with someone who could actually help a customer and even harder to cancel or get refunds. Usually, these companies make a living this way such as AOL, gym memberships, and other sketchy companies. I never expected this sort of experience with a major traveling company. Especially about the part of refusing to document their customer service actions, discussions, and refunds. Everything is done by the phone which has no real record. They practically ignore emails and forms submitted from their website.

All I wanted to cancel both tickets with penalty of 190 Euro.. But the airline does not respond all the details as they we have to confirm with finance department. Original booking code for 2 passengers is ** and Cancellation of Primary passenger booking reference booking code: **. Really very much disappointed with the Big airlines like Lufthansa.

I agree service by phone and web is horrible. Airlines is horrible too. I have 35 years plus international travel and have NEVER experienced such horrible customer service (Philip ** in customer relations). Simply heartless, money-grubbing company. The company does not understand that a worldwide pandemic is not license to STEAL money from people. WORSE AIRLINE EVER> NEVER USE.

I called Lufthansa again, and was told there could be no reversal. When I asked for a manager, they put me on hold and then hung up. I called again and the fourth person told me the other persons should have never told me anything. They also would not put me in touch with a manager. It is clear they only intended to give a customer a run-around until they give up trying to get a refund. This is no way to run a business. I will remember how I was treated, will tell everyone who listens, and will never fly Lufthansa.

3. RUDE.

Had notified customer service that I would not be able to make it to my OUTBOUND flight. I REBOOKED for the following day with Swiss Air and Lufthansa CANCELLED MY RETURN INBOUND FLIGHT. I repeatedly called and spoken to customer service to notify that I would not make the outbound flight while also rebooking it. Yet without advising me they cancelled my return inbound flight. No one made note of my calls. And when trying to figure out why my return flight was cancelled they kept telling about their no show policy. Which does not apply to me because I had consistently told them that I had to cancel. My money has been wasted and my whole trip ruined. As a frequent flyer I WILL NEVER FLY ON LUFTHANSA. I am devastated and furious (to say it lightly). Please be aware and absolutely DO NOT fly on this airline unless you want your money wasted and to be treated without respect.

I called Flight Network immediately and asked them to fix the mistake right away. I sent a copy of my passport (as they requested) to both flight network to verify my identity. 8 days before my flight departure date. The travel agency got back to me within a day or two and told me that Lufthansa was unable to correct the name. I let them know that the Lufthansa customer service agent I spoke with told me that it was possible, and asked them to try again.

I also called again and spoke with another Lufthansa agent, who told me again that they would love to help me make the correction right now, but could not deal with me directly since Flight Network made the booking on my behalf. They assured me once again that the correction could in fact be made. I told them that my travel agent was having some difficulties getting that answer from Lufthansa on their end, and I was given a travel agency support line for Flight Network to call to sort out this error. I was also told to email a copy of my passport to Lufthansa to expedite the process, which I did immediately. I called again and told this to Flight Network. They tried again to proceed with the name correction, but to no avail.

Lufthansa’s travel agency support representatives would not correct the name for them when they asked. Apparently the Lufthansa agent told my travel agent that since the first leg of the flight was run in partnership with Air Canada, they were unable to do any name changes at all (excuse #1). Upset by this answer, I told my travel agency that, based on what I had been told, this didn’t make any sense.

Flight Network then conference called me on a new call to the travel agent Lufthansa support team. When my agent told Lufthansa that when I spoke with customer service they had said it was possible, the Lufthansa agent told my travel agent to tell me not to call their support line again because it was only for customers who booked through Lufthansa directly and I was not allowed to call their agents at all. Lufthansa said again they would not do the name change, and advised my agent to tell me I would have to pay to purchase a new ticket if I wanted to fly to Sweden at all.

After the conference call, I was devastated. I had already spent $2,200 on the first ticket. I had already checked online. To buy a new ticket last-minute would cost me waaaay more than the original $2,200, not to mention that that cost would be on top of the original ticket I already paid for. I simply could not afford that option. My agent advised me to call Lufthansa customer support again and ask to speak to a manager to plead my case and ask for an exception.

I called Lufthansa again. This time, their customer service line told me that they could not make the name change because their policy would only allow 2-digit alterations, and my last name was 4 digits long (excuse #2). I would need to cancel the ticket and book again. I asked for help with this. They refused to help me find a new ticket, and told me they could not help me any further. I asked to speak to a manager. After waiting on hold for 45 minutes, the supervisor (there was no manager) finally answered the phone. They told me that name changes to tickets were only ever eligible in the first 24 hours after purchase (excuse #3). And that since I did not catch the mistake immediately, I could not board the plane with the ticket I purchased – even if I had called weeks earlier. That would leave a $2200 ticket paid for with absolutely no one eligible to use it.

I begged, I pleaded, and I cried. I had no shame asking for a miracle from Lufthansa to spend the holidays with my Swedish family. The agent conceded to refund my ticket if I was able to find a Lufthansa flight leaving from the same location on the same day, and arriving at the same location on the same day as the original ticket – 3 days before my departure day. I asked them to help me find a last minute flight. They refused to help me, and would not look in their database to see if there were, in fact, any flights available. They told me I needed to call back my travel agency to communicate this with them and ask for their help.

Back on the phone with Flight Network, I told them what the supervisor said. They got to work right away looking for flights. They found 1 option. For $6000, I could purchase a new ticket. One with the correct name – a name with my last name printed on it only once. But again, that was not an option I could afford. Who has the money to spend $6000 on a holiday plane ticket? Not me.... So I cried some more. Then asked my travel agent what I should do now. They told me that I could try to show up at the airport with my passport, and all of my emails, and that the airport staff could read the notes on my file about the name change and that they had the power to make a final decision about whether or not they would let me on the plane. It was a risk, but at this point my only option.

I knew that the first leg of my trip was run by Air Canada. So I called their customer service line. After waiting 1 hour and 45 minutes to speak with an agent, I finally got connected. I told them I was calling about a name correction on my ticket. I gave them my confirmation number, and the agent immediately asked me if it was about the duplication of my last name, which was clearly a mistake. I said “yes! Can you help me?”

She said that since the flight was booked through Lufthansa, she couldn’t make any changes, and advised me to contact the Lufthansa customer service line for this simple name correction. I explained to her that I already had, and that they wouldn’t help me. She said that if it has been Air Canada’s flight, she would have done the name change right there and then. But since the booking was owned by Lufthansa, she couldn’t… I asked her to put a note in my file that I had called with this request so the ticket agents would see it when I tried to check in the next day. She did. And apologized that she couldn’t do more.

It was just a waiting game now…. Just over 24 hours to my flight, and all I could do was show up and hope that some understanding ticket agent could help me in person. I looked online one more time for an eligible replacement flight… nothing was available. My mom, called another travel agent to get a second opinion. They told her that the ticket agent at the airport should be able to see the notes in the file and make the name change when we arrived to check in in person.

So on December 20th I showed up at the airport just over 3 hours in advance for my international flight. I got in the Air Canada check-in line, and waited to speak to an agent. When I got to the counter, and explained the error, the agent told me she could fix it no problem… and then she looked at who was operating the second leg of the flight. Unfortunately, she said couldn’t change just the first part of my ticket – I would have to talk to a Lufthansa agent. She told me to go to their airport help desk kiosk and ask them to do it now.

So I went over to their ticket agent help desk location… only there was nobody at the desk. Not a single staff member. Apparently they are only available in person at the airport at specific times to help their customers, and this was not one of those times. I asked an airport staff member for help locating their office. There is no office. The best they could do was to give me a customer support number to call... I started dialing, but I already knew what was coming before the phone even began to ring.

When I called Lufthansa support AGAIN, they told me that the name change was possible (yes!), and that they would do it for me (yes!), except that I had to get my travel agent to call on my behalf (no...). Total déjà vu. I said “I’ve heard this before… are you sure?” She said yes. 100%. I asked for her name and her call back number, and told her that I would get Flight Network to call right back. In a race against the clock, I called Flight Network and by some miracle got connected with customer service promptly. I told them that Lufthansa was willing to change the ticket right before my flight, and convinced my agent to call the number and ask for the representative I was speaking with. I went on hold.

When the call was re-connected, my agent told me that he was unable to talk to the person I talked to, despite his request, and that Lufthansa would still not fix the name. I felt like I was on the worst roller coaster ride of my life – the last week had been a series of hopeful highs followed by sudden drops of despair. I cried. Again. He told me he would conference call me with a Lufthansa agent again to explain one more time as the clock ticked closer and closer to boarding time.

Meanwhile, behind the scenes, Air Canada was trying everything they could on their side to get the ticket fixed. I could see least 3 agents at the desk with me working on my case. They told me more than once that if only it was their ticket, they would change it in a heartbeat. This is what human compassion and decency looks like! Air Canada showed some real holiday spirit.

Back in the conference call, the Lufthansa agent told my Flight Network agent and me that Lufthansa would still not change my ticket. She said that the manager had already offered a refund. I clarified that that refund was based on the mandatory purchase of a $6000 ticket. And I simply could not afford it. I begged again for a different option. I told her that Air Canada would approve the ticket change. It was just Lufthansa’s own unreasonable policies that were holding me back. Plus, I was already at the airport! I had been there for almost 2 hours already. I was probably the only one who could even take the seat for that flight at this point. Just let me buy that one back at the same price!

I asked to speak to the manager. She said the only person higher than her who worked there was the (unhelpful) supervisor that I spoke to before, but that I was not allowed to speak to the supervisor again. It was their policy that a customer could only speak to the supervisor once ever, and I had already had my turn, so I was not permitted to speak with them a second time to plead my case. I then asked to speak to the supervisor’s manager. She said that the only other person who had more authority was a ticket agent. I said “great, I’ll talk to them!” She said that I could find them at the airport. At the kiosk. I told her that there were no staff at the kiosk at that time, and that Lufthansa had not created an office in the Vancouver airport for their customers. She said that was too bad then, there was nothing she could do. I asked for a number I could call to speak to a ticket agent. She told me that they did not give out those numbers to customers.

She then told me that I should be satisfied that I had already been approved for a refund, and that was all I could get. “Wait,” I said, “a full refund? Unconditionally? Without buying another ticket?” She said yes. I asked again. She confirmed that refund did NOT require me to purchase another ticket. Both my travel agent and I heard her. I thought for a minute, but I was still (understandably) upset about the ticket I had already purchased – a ticket with my name on it (and one extra addition of the last name).

I told her that Air Canada’s policies and customer care were far superior to theirs and that they were bending over backwards to try to help me – fully willing to make the name change on their end right up until I boarded the plane, and that Lufthansa really should take a page from their partner’s book. She told me I was lucky to even get a refund at all, and that she would take it away if I continued to be rude. I couldn’t believe she said that. She threatened me with even worse customer service (who would have thought that was possible?).

I thought long and hard about my next move. The refund wasn’t ideal, but at least I could try to find a new ticket online that might be affordable without their restrictions. I told her I was disappointed, but I would accept. My travel agent put me on hold to take action on the refund. I had 45 minutes before my flight departed, and I was told that I needed to accept it before it finished boarding or it would expire. A few minutes later, he came back on the line. He told me that the customer service number the Lufthansa agent had just given him to process the reimbursement was out of service for the day because business hours were over. Unacceptable, I said. He said he would try another number he had on file.

More time on hold. A long time. When he came back on the line, he told me that there was bad news about the refund. It was not an unconditional refund at all. It was the same rules I had been restricted by before – the refund will only be honoured if the passenger books another Lufthansa ticket leaving on the same day from the same city and arriving on the same day in the same city as the original ticket. But it gets worse – there were no other tickets left! Unacceptable!!!

More time on hold. Okay, they were willing to move the departure by 1 day later, and my agent found a flight! The same Air Canada – Lufthansa partner flights as before, just with different layover cities. This time it was only $2400. That was a much better price than the $6000 I was quoted before. Affordable, even! The only catch is that there was a 17 hour layover in Seattle (a 3 hour DRIVE away from Vancouver), which meant it would take me 35 hours to get to Sweden. I hesitated only briefly, and then told him to book it. He told me that I would have to pay to book this ticket first, and then they could process the refund from Lufthansa.

By this point I was exhausted, and slightly relieved. But I should have known that this was only another peak in the roller coaster. My travel agent called me back. The refund wouldn’t go through. The other little caveat in Lufthansa’s rigid reimbursement offer that they didn’t mention was this: The ticket I booked had to be entirely through Lufthansa themselves. One of the legs of the alternative flight we had JUST booked was with Air Canada. So. No. Refund. Even though the ticket was basically the SAME as the one I had originally booked because it was a partnership with both providers. I took another deep dive down the rollercoaster of despair.

My travel agent told me there was nothing more he could do. He tried to call Lufthansa and they would not do the booking for him. They said there were no tickets left at all that would meet the requirements of their highly restrictive refund offer. He cancelled the ticket we had JUST bought for the departure on the next day so I wouldn’t have to pay double, and advised me to call and try for myself. I asked him if he thought it would do me any good. He said he knew it was the very last option, and what did I have to lose. So I call Lufthansa to make a new booking. Guess what happened next? No tickets – no tickets, and no help. Are you surprised? Me neither. The rollercoaster was over, and it ended on the lowest of the lows.

After 8 sleepless nights, and countless hours (and I mean HOURS – I have the phone bill to prove it) spent on the phone with Lufthansa, Flight Network, and Air Canada, not to mention all the emails and scanned documents, I was refused boarding on the plane by Lufthansa customer service. I was refused a name correction in advance of my flight, I was refused a full refund, and there was no real option to rebook to a new flight instead. Lufthansa kept the $2200 that I paid for a plane ticket with my name on it, and made sure that I never even got to leave the terminal. All because of a computer’s auto-fill error which showed a duplicated last name, that was caught in advance, but no-one was willing to correct it.

Flight Network really tried everything they possibly could to get the ticket corrected by Lufthansa. Air Canada was nothing but reasonable and accommodating on their end, telling me at every avenue that they would have changed the name if it was their ticket. Lufthansa stood there and watched me ride the roller coaster of despair until the clock ran out, and there were no more peaks of hope left to climb. All I got from them was a variety of contradictory excuses which weren’t even supported by their own customer support staff OR the policies held by other airlines, and a couple of outright lies. If you’re wondering what happened next, I didn’t manage to book another flight. It breaks my heart, but I simply don’t have the money for a new ticket. Looks like I’ll be in town for the holidays after all...

I mean there is no more work for the airline as the bookings continued from LA six days later. The help desk said they would continue the trip for $9000 AU, if that is not calculating corporate greed to leave us stranded in a foreign country with limited funds with absolutely no compromise or kind judgement from them at all, we practically lost most of our US and NZ bookings for hotel car hire and transfers as well. Not to mention getting home somehow. We feel that someone in your management system requires a humanity adjustment as that was one low down grubby money grabbing act. Feedback ID **, James William **, Lorraine Edith **, Budapest Airport, Wednesday 17th July, Flight No LH1675 @ 08:50 Hr.

F. ** New Hampshire, USA

From cancelling on Oct. 27 to inbound returning flight on Nov. 11, there were 15 days between. If I had got a note to tell me about cancellation, I would immediately to search a new option or to purchase a different and cheaper flight, instead, on the day Nov. 11, 2 hrs before the scheduled departure time and when I got ready to check in at Lufthansa counter, I was just told my ticket was cancelled.

I wonder if they intentionally did this way so I got a surprise, stressed and had no time to search out anything else but to purchase another ticket from them in order to get back to Atlanta on time. One seat been sold twice, and missing one session of one direction and get being cancelled for another direction. If cancellation was to some reservation which is understandable, but not for something sold and confirmed. IS this kind of way of practicing business ethical? I would never flight it again when this airline had no consideration about passenger and treat customers careless and ruthlessly.

I have sent various complaint emails over a 5 month period. I only received 1 acknowledgment from their "miles & more program" in July 2019. That said my complaint would be escalated to their customer service. It has been 4 months now and they still have not made a decent offer. There really is no customer service. Even my travel agent has never received a response. I will never fly them again.

I was forced to stay almost the whole flight by the bathrooms just to make sure I am not on their way. When I asked for the bassinet they put it up but it is so high and uncomfortable that I asked them to take it down. After I asked for the bassinet to be taken down, I was informed that once they take it away, it would not be brought back for the whole flight duration (9 hours). Of course I paid for a seat and the bassinet but who cares! Why would the flight attendants actually do their work and help a mom flying with her child. The first flight as I said was terrible. The second flight which was only 2 hours. Thank God. Was not as bad as the first one but still the flight attendants were terrible. They all acted as I am trying on purpose to be on their way when all I was trying to do is calm my baby down.

As a whole flying with Lufthansa has been awful. Apparently the company doesn't care about good customer service at all especially if you are flying with a child. If you have a baby you are just an inconvenience to the working personnel and they simply treat you super rude or ignore you the whole time. Oh and one last thing our flights were all late which was the last thing to worry about after dealing with so many grumpy, rude flight attendants.

My family's four bags reached two days later. Being tourists, we had to buy clothes, shoes, toiletries, etc. until our bags reached for the meanwhile. To make things worse, when our baggage reached, one of them had been opened and some contents were missing. I filed a complaint to Lufthansa and three weeks later, got an email with them offering to compensate us for the baggage delay. They wanted a whole bunch of documents and bank details, all of which we submitted.

Several weeks later, I was again asked for the bank details, which we re-submitted. Two weeks later, I got the same request again and we re-submitted the bank details for the third time. After several reminders, two weeks ago I finally got a mail that the payment has been processed. Still no credit in the bank account though. Just sent them yet another reminder! Lufthansa boasts its punctuality. Clearly, that punctuality does not apply when it comes to accepting responsibility and compensating passengers. Extremely disappointed with my experience. The only reason I gave 1 star is because there's no option to give 0 stars.

I read a lot review about that and everybody said the same: if you don't pay in advance, once you get the airport they charge you a ridiculous amount of money. I decided to cancel the booking, now they said that I have the money back in 10 days. What they do is tricking passengers, they don't allow people to pay online or by the phone for the excess because they wanted to take more and more money for passengers.

I submitted full details of the items in the baggage, not sure if was received. No idea about claim procedure, or reimbursement, as none is 100% clear. It seems that they make it hard to claim in purpose, harder to contact in purpose, avoiding passengers and just ignoring the situation. I have been flying with many airlines for the past 20 years, nearly 1.5M miles, have gold status, and never encountered such lack of service. In one word, zero. My suggestion: don't fly with a company whom don't provide after flight service. You may be in my shoes and feel the pain. Avoid them in all costs.

While finally boarding the flight, Lufthansa assured me once I returned, all I had to do was submit the claim for compensation and I would be compensated for both the delay and the involuntarily downgrade. They haven’t delivered on either of these promises. They provided me with the EU rules on passenger rights prior to boarding and during the delay. Secondly, Lufthansa is insisting I was not involuntarily downgraded from Premium Economy seat to Economy which I paid for which is not true. Premium Economy was overbooked and I was downgraded involuntarily to Economy as shown on my seat assignment.

This flight 5,893 kilometers. Here is my confirmed itinerary where I paid for Premium Economy ticket on this 7 hour flight. I experienced the following. Since I experienced a delay exceeding 3 hours for a flight exceeding 3,500 kilometers, this entitles to compensation for this according to EC Regulation 261/2004/EC. Since I experienced an involuntary downgrade in service class, this entitles to compensation for this according to EC Regulation 261/2004/EC.

Finally on the SIXTH try, got someone to re-book AGAIN and confirm that the reservation and the charging to my credit card went through. I have complained three times already about this to LH customer service, and have only gotten back a form letter, with NO acknowledgement about the problem/s, solving them or any consideration by Lufthansa of my plight. I advise all travelers to avoid using Lufthansa like the plague!!!

The anxiety and level of stress that I had because of Lufthansa is just ridiculous!!! And then they still have the audacity to tell me there is no compensation? Seriously? Damaged Luggage? No Refreshments? Extra charges I paid because of their cancellation? Overnight in a foreign country where I don't speak the language and the Lufthansa staff are just the most unhelpful people you can find on the planet! DO NOT BOOK LUFTHANSA! USE ANOTHER AIRLINE!!! LUFTHANSA DOESN'T CARE ABOUT ITS PASSENGERS!!! I would not recommend the airline to anyone!

At this point I as a customer was told that the ticket is re-booked and it is pending payment. I was never told there is another team that verifies and make corrections, etc. As a customer I shouldn’t care about such things/process that is internal to Lufthansa. I was told the additional fee and I gave the credit card details for payments. The website internally showed be new date for the return flight. It did not show any indication that it is still pending processing. I was traveling to India on Jun 9. 5 days later, on Jun 11 I got an email that they were trying to reach me urgently. I called back from India and I was told that the agent who talked to me earlier made an error in the calculation and I had to pay 7k for rebooking the flight. This was a pretty surprise and it is very unfortunate that I learn about that 5 days later.

I replanned all my trips based on the new return date on Sep 3. Now paying additional 4k puts me in a difficult situation. I told them this is un-acceptable and asked to escalate further and gave my India number for a call back. I didn’t get any call on Jun 12. On Jun 13, I spent an hours talking to different persons and finally reached the supervisor. He was willing the waive the change fee of about 1200 dollars. But that is still not enough for the pain I am going through as a customer. If I was told the correct fee on the first day (Jun 6), I would have found other cheaper options in other airlines. Now I am in a situation where I have spend more dollars to stick to Sep 3 or I have lost 8 days and incur more cost to find other options.

As a customer, I didn’t find this situation very un-acceptable. Here clearly the fault is with Lufthansa and they should have helped me as customer for the mistake they made. Rather they are just covering it with waiving off the change fee. I am sure I will eventually figure out something but to me Lufthansa has completely lost my trust and I have been pushed to the limit that I will never ever use Lufthansa ever again. Thank you.

Upon arrival at the airport, the customer service representative informed me that Lufthansa had apparently rescheduled my flight to a day earlier without any notice. Now it was somehow my responsibility to make sure I could still travel today. The arrogance by the check-in representative was simply unbearable. Travelling Business Class you expect some decency and level of standard. This representative had an attitude that is simply not befitting of personnel that should contribute to the overall travel experience. Just unacceptable.

To add to the amateurish feel, she somehow pushed the button that activates the belt to proceed the suitcase. But she had not yet attached a baggage tag to the suitcase, so she sort of stumbled and hurried after the suitcase on the belt to pull it off. Unsuccessfully of course. Stuff straight out of a slap-stick comedy. Except this was reality with Lufthansa. Result: she had to call a colleague to make sure the baggage tag somehow still founds its way onto my suitcase. 8 hours later and my suitcase has not arrived at its destination. Surprise, surprise. Really, I mean literally every step of the entire customer journey was perplexingly disappointing. Never again Lufthansa. Not even if they paid me.

Fine, let's make a claim under her name. ~ Oops. "The website is not able to "validate" the entry". Please try again, or get in touch with our technical support". Been on SILENT Hold for 25 minutes. What do you think the chances of them answering the phone are?? Travel agent is useless as they too say there is not a phone number anywhere that is available for customer service issues. I've sent e-mails to their online Customer Service e-mail address, but no response. Please, please choose someone else. ~ Anyone else is better than this airline that ignores their customers and makes it impossible to reach them. I'm about ready to find their local "offices" and show up.

So now we are confused and anxious as the agent had to call the New York office because she told us they DO NOT issue tickets out of Toronto. So basically they gave away our seats and we now can't buy new ones here in Toronto only in NY. She was not kind, or sympathetic just telling us she is on hold (with a flip phone) and we may not make it on the flight. We booked this flight back in October, we picked our seats and paid extra for them. She was a terrible representative of Lufthansa and kept telling us there is nothing she could do.

As we are waiting and waiting the flight is now boarding and we still don’t have seats as we are waiting on New York? This went on for an hour. This seemed crazy! Eventually she gets us seats and we had to re-buy the seats at a higher cost. We still had 3 more flights left with Lufthansa Frankfurt- Beirut and returning back to Toronto from Beirut to Frankfurt. The staff everywhere were unfriendly and rude. And food was terrible too. Never again!!! My husband and I travel a lot and we have never experienced anything like this before.

Eventually I was told that the sale was found but cancelled. No apologies. No attempt to rebook the flights and compensate me for 5 (yes, five) hours I wanted talking to the outsourced impatient agents who love hanging the phone on you. I got a message on my phone from one of the agents. The funds would be refunded and the hold would be removed in 24 hours. Last Monday I called and spoke to a supervisor who said these “things” happen. He repeated I would have the funds back in my credit card and that he would talk to their accounting department. When that didn’t happen, I called back on Tuesday. I tried every number in my possession. First the number that left a message (no name was given). I got a bunch of people telling me I called the “wrong place”. No further explanation!

I then called the customer service line, reservations, and even the America’s CEO Sharon Murphy in NY, where no one answers the phone and there is no way to leave a message if you get a fax line. After many attempts to speak to someone, anyone (a few reps refused to talk to me as I lacked a reservation code but I was never given one!!), one of staff was overly extremely nasty lying that Lufthansa never took my money! I told her I have screenshots of my credit card charges and she went on ignoring that. She also claimed the bank took my money, not Lufthansa. To this moment Lufthansa has not released the funds. None of my emails to customer service and Sharon Murphy CEO were replied to. So now think: if this is how they treat their customers, how do they handle your security? The planes? Problems while abroad? This pathetic airline has a culture of disorder and ducking calls. No one takes responsibility for anything.

My experience was one of disarray and indifference bordering THEFT. The charges now are in DISPUTE. I recommend to my fellow travelers to never trust Lufthansa. I can only assume that company is on the verge of bankruptcy. I was treated in the most deplorable way. They lack basic integrity. We booked new flights, NOT with Lufthansa. We will stay home if we have to and never use that despicable company. Be warn that they will STEAL your money and provide nothing in return. It’s really that surreal. It’s really that Kafka like. It’s really that obscene. It’s really that substandard. If you value your peace of mind and hard earned money, do not fly Lufthansa. To this moment when have not been refunded for the flights I booked and got canceled, without reason, by Lufthansa.

We board our flight to Frankfurt and arrive late to the gate. We run through the entire airport (easily over a mile). Knowing the flight from Delhi was late and has many passengers boarding to Chicago the flight wasn’t held for even 5 minutes which would have helped 20+ passengers. After getting to the gate at 10:48 where we were told they closed boarding at 10:45. We were directed to the service center to get rebooked. Still hopeful this is where the absolute worst flying experience truly begins. Knowing there are flights arriving late due to airspace issues in the Middle East you would think they would have the extra staff ready to help their customers. Well, that’s anything but the thought of Lufthansa airlines.

We arrive at the service center to find 3 agents “working” with 15+ people waiting in the queue. Well all three agents were at one computer helping 1 person. This was 10:50. We get in line and notice this is going to be bad. While in line we watched the three employees turn to 1 within seconds. 15 minutes later a second agent comes to their desk. After taking off her jacket applying her lip gloss and making small talk with the agent next to her 5 minutes later she’s ready to take the first customer. The two ladies begin to move passengers through with about a 12 minute service time (yes I timed it with a stop watch).

35 minutes later a third agent makes his way in. Now approaching 45 mins we see the first agent take her break while there is easily 45 now anything but happy customers waiting to hear their flying fate. Another 15 minutes goes by a manager type person comes and send the back of the line to a second service desk that is empty with more counters! Are you kidding me!!! The people waiting for 10/15 minutes go to a second desk that the customers waiting over an hour were never told about. They were instructed to go while the front of the line those waiting longest wait for the extremely slow agents.

One hour and 42 minutes later we make it to the desk to be told there’s nothing they can do. She will have to stay overnight and fly out tomorrow to a destination close to the desired one (Austin TX not San Antonio). Now I’m having to take my flight and leave my wife in Germany with no bags, no clothes, no nothing! She’s rebooked to United for the next day. She is informed to go see the United counter to get tickets. While there the United agent notices the Lufthansa agent made multiple mistakes with her booking and was able to get her on a flight later that evening and to her family to help cope with their loss.

The next morning told she would have to recheck her bags. My wife find thee different agents at the airport to whom all tell her a different local to go to. Baggage claim was closed. Ticket counter with only 2 employees (while knowing they have many rebooks from day before). And yet again a United agent is able to help assist her. The United agent who literally was eating breakfast when my wife asked for help. She got up from eating and immediately went to work. Never will I fly Lufthansa again! I will be sure to contact every social media site and review post possible to ensure people not to make the mistake by using your airlines. Avoid the headache and avoid Lufthansa like the plague!

I booked a trip to Catania Sicily from Boston. This trip was for my honeymoon, and was supposed to take place the days after my wedding. I booked tickets for myself and my fiance. I wasn't sure what to put for my fiance's last name because of the short time frame after our marriage and name change process. So I booked her ticket with her last name as well as mine. I called Lufthansa a couple weeks later to check if the booking name would be a problem and I was that the name has to match the passport so I would need to take off my last name of her ticket. I was told I could do this by emailing a picture of her drivers license and passport.

After not hearing back after I sent the email I called to follow up. I was told that a name change would not be possible and I would have to cancel her ticket and rebook. In the process of rebooking they could not guarantee price or seat selection. So not only would I have to most likely pay more, but I wasn't guaranteed sitting next to my wife on our honeymoon. I was told they could delete two letters off a name, but not anymore. I feel it is a simple mistake that could be remedied by hitting the delete button five times instead of two. They were adamant that there was nothing that could be done. I was on the phone for over an hour, talked to the supervisor and put on hold multiple times. I don't know if this has anything to do with it, but they canceled my original flight and added another stop to our flight. I was told we would be compensated for that flight. Was all this a way for them to avoid that reimbursement?

For those who want the short and sweet: I booked my honeymoon trip three days after my wedding. I booked my fiance's ticket with my last name. Was later told the name has to match the passport. Was told to email picture of the passport and license and should be OK. Followed up and was told they could only edit two letters and I would have to cancel and rebook without guaranteeing price or seat selection. I would have to pay more and possible not sit next to my wife on my honeymoon. This also takes place the months before my flight so there isn't a time constraint to process the name change. Needless to say we're both flying Air France now.

With no other choice available, they changed their flight and pushed it 1 month out. My grandfather passed away, and not only did Lufthansa not waive the fee, they only refunded $65.63 on each $1,320 round-trip ticket. When called to ask as to why the partial refund is so low, all the representative could tell me was that the refund terms were subject to the determination of the ticketing department, and that he could not provide any more information.

My concern is not about the compensation amount, but rather, Lufthansa's lack of transparency in their pricing practices, and unwillingness to fulfill their own obligations, as promised. If they don't want to waive the $300 cancellation fee for a deceased passenger, they should at least honor it by providing the correct partial refund amount. Furthermore, their customer service representatives are unable to provide any help, and only further increase this lack of transparency, as they make their ticketing department to be this secretive entity in the sky that can only be reached through them via email, and will only respond as they deem necessary, and not as requested by the customer.

You should avoid this airline if you expect compassion, or at the very least some consistency and transparency in their own contractual obligations in pricing and cancellation policies due to illnesses or other unforeseen events. Either that, or get a really, really, really good travel insurance policy with booking a flight on this airline! They, of course, do not offer you the option for one.

The front desk was about 45 mins walk from the gate and I had a 6 month pregnant women with me and a 3 year old child. I asked the airport staff to provide me a buggy which was standing at the gate, but instead they said, “We cannot.” And I requested them couple times that I have a pregnant women with me and a small child and in return they said, “Why are you travelling with a pregnant women?” I could really not think of that from any country people. There is no such rule that you cannot travel with a pregnant women. After walking for 45 mins we reached the front desk of Lufthansa and after standing in a line for an hour the lady on the front desk says to me, “We cannot give you any flight. Who told you to come at this desk.” They are very rude people I must say.

Later after explaining to her all the situation she said, “We can give you a next day flight" which was 24 hrs later. I asked her if she can please provide me a hotel to stay for that night and she straightly refused by being racist that, “You are an Indian and we cannot provide you any hotel to stay.” That is really wrong what she did. That time I got mad and I showed her my US passport. Later then she agreed to provide us the hotel only because I was a US citizen. I have traveled in most of the airlines all over the world but never faced this kind of issue where the airlines make the mistake by delaying the flight and still they do not want to provide any help to the passenger. I would not recommend anyone to travel with this airline if you really want your travel to be relaxing and not a pressure to you.

To show no resentment about not letting me fly I bought my ticket (inclusive obligatory return from the US) from Lufthansa again. Once in Vancouver I informed Lufthansa, that they could now use my return portion, without asking for compensation. The fact that I was first allowed and then refused led to major expenses I would not have had, had I stayed in Hamburg with family. Lufthansa totally and arrogantly sticks to my PR card expiry while it is my complaint to first issuing the boarding pass on humanitarian and compassionate grounds sending me off and away from my family, but then refusing without any other reasons as had been dealt with already. I was no danger to staff or passenger, made no fuzz or any form of disturbance.

Question then: once cleared should I have been refused. That failing, I strongly believe Lufthansa made a mistake by sending me off just to be refused under much worse circumstances. I have not asked for financial compensation but was willing, as a sign of peace, to accept an offer of two return tickets as Lufthansa has made money on my first and second return ticket. Even my letter to Mr. ** at headquarters Germany remained unanswered to the very point and I was informed the matter to be closed.

They stated that my extension letter was not recognized in Germany. They told me that if I had a VALID visa or green card, I would have no problem. What! I explained them that the letter is a proof of my permanent residency. It was the original Notice of Action letter. Regardless how much I explain, they wouldn't board me because "Germany did not recognize my letter, but if you book a direct flight to the USA, you would be fine" So, I missed my flight, had to buy a direct flight for the same day via another airline, waited at the airport for 12 hours. Incurred damages financially and emotionally. I am pursuing legal action against them.

Reading these reviews and facing the same issues at the check-in in an international airport myself where at the same time there were at least three people like me with exactly the same problem to flight, convinced me that it was intentional dirty and irresponsible approach of a so-called largest European airline who knowingly chooses to practice it and does nothing to prevent it effectively. These nonchalant and irresponsible long practices and dirty game is a shame on this company to taking advantages of the customers at their most venerable time during their flight. I don't recommend this line, they are mercenary cooperate with intention to take advantages of their customers.

The LH customer support at the Kempegowda International Airport-Bangalore were unprofessional to the core and by no means trying to help us in any way. The staff particularly Ms. **, Ms. ** and Mr. ** from the check-in counter and the ticketing counter Ms. ** and Ms. ** did not handle the situation appropriately. By the time I could walk from the boarding counter to the ticketing counter they call each other in front of my wife and were saying on the phone “Do not talk much and just rebook them”.

We went to the counter at 11:30 pm and they made us to stand for nearly 2:30 hours until 2:30 am without giving us any explanation. None of the customer care numbers or toll-free numbers are working. We demand an explanation for putting us through so much of mental agony and compensate for the time, money and the pain it took us through this ordeal at the airport. I have been traveling for years and never have been through such a situation ever. Please help us with the refund of the ticket amount.

My friend was supposed to have wheelchair assistance, also. They told her that it was not on her reservation, so there was nothing that they could do. When my wheelchair assistant arrived, he said that she was scheduled for assistance, but no one had called to request it for her. Shame on your employees for ignoring the needs of flyers who are most in need!

In Frankfurt (our layover), both counter personnel that were extremely rude. One agent who was standing there after the flight to Seattle had boarded told me that she was going off duty, that I should address my questions regarding handicap-assistance to the next gate attendant, it wasn't her problem. The next gate attendant was approached by a man as soon as she showed up, and she yelled at him that she had just gotten there, hadn't even turned on her computer, and he should, "LOOK AT THE BOARD!" I have never experienced nor witnessed such rudeness and lack of concern for travelers' concerns and well-being ever before. I assure you that I will post these comments online, and that I will never fly your airline again.

Three days later we were told our bags had showed up but due to customs we would have to drive the 3 hours back to Belgrade to retrieve them. After another day of our trip lost and a few hundred dollars in gas, tolls, and customs fees, we finally had our clothes. When we returned to the US we filed a claim for the hardship and money lost due to their delays. We have been going back and forth for a couple months now with an endless string of emails requesting that we submit more and more documents and receipts and whatnot. What a nightmare this has been dealing with their customer service team. This should be a simple case with some financial consideration for losing our luggage for 3 days. Very disappointed and hesitant to fly with them again.

When we get to the gate we are called and told we are “good”. No one speaks to us and no one gave us anything. We decide to decline and go ahead with our travel plan unaware that they had already given up our seats. Pierre, the agent whom we told we were not volunteering, all of a sudden didn’t remember talking to us nor did Frida. We were traveling as a family and with younger teens and we wanted to sit together as originally booked. They tried to hurry us thru and give us separate seats. We refuse and we are bumped off. All this time, their supervisor, the only real Lufthansa employee named Renee is there not addressing the situation, claiming she was running traffic inside the plane for us to board.

This airline is the most unprofessional, incompetent bunch of anythings I have ever encountered in my life. No one, absolutely no one was saying a word while I asked questions. Renee explained that front desk and gate agents are third party contractors who are obviously not equipped nor trained to address these situations. Maybe she should have stepped on in??? As far as I am concerned, this guy Pierre and his supervisor Helen aka Moma are Lufthansa employees. Lufthansa will always overbook their flights and will rely on these type of deceptive techniques to absolve themselves. Bottom line, we lost a day in Madrid and spent the night in their hotel of choice— Comfort Inn.

This company should not be allowed to continue to do business in the US. This is exactly what is wrong with the airline industry and this has to stop. This is absolutely the worst travel experience we have ever had. The gate agent was not fluent in English and although that is not a crime, misrepresentation should not be acceptable. I feel we were misled, cheated, disrespected by every single Lufthansa personnel we dealt with today. Shame on this airline and I will surely be bringing this up with every consumer agency in California. This company is embarrassment. I will never ever fly with this airline ever. Avoid this airline if you can!!!

I checked into my room, took a nap, and went downstairs to the orientation meeting. Found out there was no update. The tour manager gave me a website to file a Delayed Bag Report. I tried using the computer in the Business Center where the software is woefully outdated (hello Windows Vista). Exhausted and wearing the same clothes, I went to sleep with the intent of getting help filing the complaint since I was the only one on the tour whose luggage was still missing. I got to the Business Center after breakfast, and the computer is still giving me trouble, that I asked the tour manager to complete it, as I had no luck. An hour later, the form is completed. But as stores are closed on Sundays, there was no way to purchase replacement clothes, shoes, toiletries, etc.

We leave Berlin Monday morning to continue to Prague, and still no news about my suitcase. Keeping in mind that we'd be moving on every two days of the tour, we were constantly in transit to our next destination. Fast forward to Thursday: September 27, 2018: I get a text from my fiance back home that my suitcase was FedExed back to California and left on our front porch!

I went to alert the tour manager that I would have to skip the day tour in Vienna - our only day there since I needed to take a Viennese transit system to a mall to do the shopping. In other words, I forfeited participating in a tour because I had little choice since I obviously needed a new suitcase and new clothes etc. I made it back in time for the dinner planned. Luckily I had trip insurance included in the tour price, so the liaison at SRJC emailed me to state that I should buy what I need and get reimbursed after the trip. But who's going to compensate me for my loss of a tour in Vienna because I had to make the best of a bad situation, directly as a result of your actions?

So the trip continued, and I flew KLM to Dublin for a week. My return flight was Friday, October 12' 2018, via Munich to SFO. Besides the obvious question - why would I be going east to Munich and then backtrack 3+ hours to get to SFO? It made for a very long day. Yes, my replacement suitcase made it to SFO, but here's the real issue: Why would you, Lufthansa baggage handlers, not take the time and do your due diligence and find out that I'd be in Berlin until Monday? My suitcase had a strap around it with the name of the tour company, it had my luggage tag from the tour company, and you could still manage to FedEx my suitcase to California while my tag has my PO BOX address on it?

Secondly, I arrived at around 3 pm Saturday, and staying in town until Monday morning. It didn't occur to you to contact the tour company to trace the bag? Additionally, why were you in such a hurry that it warranted using FedEx and again, only having my PO Box address attached to said luggage and you're able to find my physical residence although I moved there less than 6 months ago? In any event, you messed up big time. I finally had the opportunity to travel to Europe for the first time, and the first use of my passport, and you not only messed up once, you compounded the problem by not being proactive in getting my luggage back to me, and caused me to have to wear THE SAME clothes from Friday to Thursday and you took the lazy route and just shipped my bag back home where I'm obviously wasn't.

You couldn't be bothered to do your job correctly and not cause me all the discomfort and inconvenience that I dealt with; if the rest of the reviews posted are any indication, I'm not the only one to question your business ethics. What was most disappointing is that back around March, I suffered a stroke. It was relatively minor except for no driving, but I worked my butt off in physical and occupational therapy so I'd be well enough to take this trip. It was my motivation. You took my first memory of traveling abroad and left it with an asterisk. I managed to salvage some energy and fun in Ireland. But after the rocky start of my trip and your apparent indifference to fixing a mistake and staying in contact with the passenger tells me to take my business elsewhere for my next trip to Europe.

I think the company should warn passengers about these kinds of problems hours before their flight, not minutes. I was trying to understand the reasons and ask her to give me some answers but she was so impolite and aggressive to me for no reason. I just wanted to get to the bottom of this. She said she was going to book me another flight and I said okay, and she continued saying that I didn’t understand her even though I did.

At that moment another woman came and helped her to book my flight and this woman pointed at another flight on the computer screen and suggested that one, but the first woman said that flight was no good because it was first class. After this she said that I wouldn't be flying that day and repeated it three times, as if I didn’t understand again.

After that, she gave me the tickets and pointed to the customer service desk and said that if I wanted to book a hotel, I should go there. So I went there and waited around 30 minutes in a queue and when it was my turn I started saying that my flight had been cancelled and the man who I spoke to told me where I could book my new tickets. I told him I had already booked my tickets, so he asked me to show them to him. When I did, he asked me who had given me those tickets, so I pointed to the woman. He went there and called me, and I was slow in getting over there because I had all my luggage with me.

When I approached the woman, she was so sarcastic to me. She shouted: 'What do you want?' in front of everybody and I answered 'Nothing, I just told your colleague who had given me the tickets'. She asked (shouting again): 'And what do you want now?' She was so aggressive to me again and I said I was just trying to book the hotel, to which she rolled her eyes and ignored my answer. The man came to me and said that if I wanted to book the hotel, I needed to go downstairs. I said I’d go there but that I wanted to know the woman's name and a phone number I can call to report the way she had treated me.

He said he was her supervisor and that I could complain to him, so I said that he had seen everything and done nothing about it, and that I wanted to complain through other channels. After I insisted a lot, he wrote down a phone number and the name 'Diana'. I said the first name was not enough, and he answered that they can’t give surnames. To this I asked him to give me his name as well, and he said 'NO!', so I took my phone to take a photo of him, at which point he tried to take my mobile phone away from me. He threatened me.

So I started to walk towards the exit when he suddenly took hold of my arms and started to scream (he wanted it to look like I was robbing him), so I pulled my arms from his hands. Then he tried to take my luggage, so I pulled it closer to me. I was very scared, and he continued following me. It was almost 1 year ago and until today I haven't heard back from Lufthansa.

We do not understand why we were even told by the first agent to send personal information from the medical provider when it's not even covered according to the second agent. This is the worst airlines to fly with and they have lack of communications. Due to the surgery we needed to change our other flight with Delta/KLM which was done for free after they received documents from the medical provider. It is hard to believe some airlines are much better and have great customer service and understanding of client situations while others are rude and unkind. This is the first and last time we will travel with Lufthansa. Buyers be aware!

Twenty-four hours before our return trip, we tried to check in on on-line at numerous different times and ways: The Hotel computer, Lufthansa App on our phones and their website from our tablets. No luck, it always came back saying “Failed”, just check-in at the airport. We thought it was the upgrade thing. So, we arrived extra early at the Zagreb airport to check-in. The desk agent says that we are all set, "Here is your boarding passes for the first leg and your bags are checked on to Seattle." She told us to get our boarding passes at the gate in Frankfurt for the second leg. We again figured it was the upgrade because the email Lufthansa sent said and I quote: “You have received an upgrade to Premium Economy Class for your flight. When you check in you will get a boarding pass for Premium Economy Class.” All sounded OK to me.

When we got to Frankfurt, we rushed directly to the departure gate for flight 490 to Seattle; they had just started boarding. We queued up in the line to see the gate agent to get our boarding passes, just like we were instructed. We were last in line, showed the agent the Lufthansa email and she begins playing with her computer. She then comes back to us and says that, "We have no seats for you, we are overbooked. We gave your original Economy confirmed seats and your upgraded Premium Economy Class seats away to someone else. Sorry."

We were dumbfounded. When we asked her what do we do now, her answer was “I can do nothing, I can’t get you both on this plane, I can’t help you with alternate flights, I can’t offer you money, I can’t call a manager and Lufthansa has NO customer service phone number to call. She just said to go find a Lufthansa desk somewhere in the airport and see what they can do. She finally did say there is one seat left, a center seat in the back of the plane; you have 2 minutes to decide. Apparently, Lufthansa’s policy is to never offer assistance to their customers, you are totally on your own. Oh, and by the way, we still have not received a refund for the $1,030 upgrade fee. Do not fly Lufthansa, they have become a second class, greedy airline.

We asked to change it to direct flight from Frankfurt to Kiev and they said - Not a problem, that will cost you $2,000!!! On top!!! I checked the prices online and the lowest price was $200, Lufthansa's price was $400, but the customer support was charging us $2,000 for the change!! I was not able to get 200-400 ticket from the customer service. They didn't want to refund us ever, they don't care about their customers. Long story short, she lost $1,200... We bought another tickets from Turkish Airlines. Lufthansa did nothing to solve the problem and I spend 4 hours on the phone. I will never fly Lufthansa airlines again, same as my family, same as my friends. I'm asking you to support me and skip on Lufthansa then possible. Thank You for reading.

9-10-2018 - STR>MUC>TRS...failed to load bag at MUC for the flight to TRS. Didn't get it until the next day.

9-17-2018 - TRS>MUC>STR...failed to load my bag at MUC for the flight to STR. I had to wait 5 hours at STR to get it.

9-25-2018 - TLS>FRA>STR...failed to load my bag at FRA for the flight to STR. Didn't get the bag until the next day.

Will NEVER take a connecting flight on them again.

We fulfilled all the requirements set by the IATA. As per their rules, I provided the food and water as required. Upon arrival at Chicago, we found that the food and water were still attached to our dog's cage. We were required to travel via Frankfurt as that airport has adequate personnel for animal care. However, no one provided any service /care for our dog. The traveling fee for the dog was $399. After all, we are grateful that we made back home promptly and that our dog is alive!

The ticketing supervisor at the Lufthansa desk, Bertha **, was rude and showed no interest in hearing about the emergency that led us to leave the US early. I told her about the emergency discount we were offered in the US which was also noted on their database. Mrs. ** told me that she will not honor that offer and that the German entity is not related to the American subsidiary.

At this point, our 5 week baby was crying and we were emotionally drained. I reluctantly paid the $3K to get us back to the US. We felt really ripped off when boarded the plane and a crew member told us there were 20 vacant seats on the flight. Through all our change of dates and emergencies, never Lufthansa and its customer service showed us it cared about us, or offered help with special measures due to the nature of the situation. I could’ve saved tons of money booking tickets last minute online if I was aware I had to pay for the same seat twice in a flight with plenty of vacancies.

We arrived at 2130 and immediately joined the line at the service point. At 0100 I was told I cannot be rebooked and it will only be done at 0400 am. I was denied any accommodation. I also rejoined the line for service at 0400 am. I was not given anywhere to sleep. I just sat in line for another 9 hours. At 0930 I finally got service and was rebooked to fly to Frankfurt then Windhoek then Gaborone to arrive Monday a day later. I flew out of Munich at 11 am and arrived at 1200. We immediately went to the next service station and asked them for accommodation again so we can bath and refresh after 24 hrs without sleep or a bath. They denied us this and instead gave us 6 Euro voucher for a public restroom shower.

When I got to the shower the service lady said she does not accept these vouchers. Since I was already out of customs I had to go to the Lufthansa check in gate, the lady helping me was supposed to be the supervisor there but she was incredibly rude and said she does not have the time to help me find a shower and I should realise she is busy. All she did was write her cell phone and asked me to return to the public restroom and give it to the lady. I did that, the lady again said she cannot help, tried to call but the number was not going through.

I then walked to the international flight side of Frankfurt airport and found out that I cannot check in because since Lufthansa rebooked on our behalf there are “issues with the booking” and also they did not print our boarding passes. So currently I am stuck at the departures check in kiosk, waiting for Air Namibia to open (only opens 2 hrs before the flight). Our flight is at 20:10 and so I will be waiting here on a bench for 5 more hours, no sleep, no bath for 48 hrs and Lufthansa seems not to care that they should help me. I am a ** woman and I can’t help but think I have been treated like an animal due to racist ideology. Other people have had accommodation and trains organised for them, they have been given vouchers that actually work. They have been given better care than us and I want to know why that is?

We were stuck in Frankfurt overnight and delayed an entire day. Our return flight was miserable as well. We took Lufthansa from Florence Airport to Frankfurt to JFK NY. We were harassed and mistreated every step of the way by Lufthansa. They subjected me to embarrassing luggage and body searches and continually commented on our visiting Israel and my American passport. Frankfurt airport has absurd security checks that are ridiculous! All the servers went down at Customs. Everyone in line was freaking out quietly because like myself - we were needing to make connecting flights. No one could verbally complain or else face more harassment.

To top it all after going through all of the delays, unnecessary quadruple document and security checks - I was once again subjected to being pulled off into a portioned area where I was again tormented about Israel, had Israeli coffee that was made a fuss over - that I was forced to leave behind so I would not be delayed further- coffee that I wanted to dump out so they could not take it home to enjoy. We all know that products taken away from passengers are basically thieved for airport workers enjoyment.

After all of this we were targeted and harassed again to have our carry on luggage forcefully taken away. Note here that our carry on luggage was the appropriate measurements and within the weight restrictions for carry on luggage. We argued that our carry ons met their requirements but our luggage was taken away. I asked the nasty agents name which she refused to not only give us she covered her name tag with her hand.

Meanwhile other passengers with larger overfilled luggage were allowed on board. They also gave an excuse about it being a full flight. We took note that there were overhead bins on the aircraft that were empty. We were so mistreated and harassed by Lufthansa that I will never fly with them again nor step foot in hellhole Germany. I believe that we were especially targeted and subjected to Lufthansa’s abuse because they hate Americans and are anti semites as they assumed because we visited Israel. Lufthansa’s entire system is ridiculous and moronic. Lufthansa wins the prize of being the nastiest airline in existence and one that selects passengers to harass based on the prejudice mentality of this German run airline.

As a result of such disgusting attitude she missed her flight along with the other many passengers. She heard from many passengers that they NEVER EVER experienced such attitude in any airports. Her physical condition now is terrible. She cannot walk. She barely got home. I DEMAND the compensation and the punishment of the people who are responsible. I paid the insurance for this flight, and I am going to complain to the insurance company as well. I attach her boarding passes, and I am looking forward to hearing from you soon."

Here is the answer I received from them. "Thank you for your correspondence regarding Lidiia **. We at Lufthansa always ensure that our passengers’ privacy is respected and protected. In order for us to proceed with your request, we kindly ask for the power of attorney signed by the passenger/s. As soon as we receive this legal document authorizing you to act on behalf of the passenger/s, we will be happy to assist you in this regard. Thank you for your continued patience and understanding in this matter. We look forward to hearing from you soon at your earliest convenience and settling this matter to your satisfaction."

While making a reservation, there was no information on the website about any regulations regarding the validity of the passport or any other restrictions. At the SFO airport the only requirement was that the passport should be signed. The front-desk employee said that I wouldn't be able to board the plane because of the 3 months requirement. I had on me a Polish passport, and showed it to her. She said that it was good that I had the Polish passport. That it would resolve the issue of traveling to Poland. She went to consult this issue with another person. They checked that I could enter Poland even on an expired Polish passport since I held dual citizenship (Polish and American). They even put a tag on my luggage that it was approved as a carry-on. Then they tried to check me in. They had some trouble with the system and called a supervisor for assistance.

The supervisor at first was willing to help, but then called somebody, and after this phone call her attitude toward me completely changed. She said that she would not check me in, and would not allow me to fly to Poland, that I would not be allowed to enter the plane to Warsaw in Frankfurt, that in Germany I would be stopped at the passport control and put back on a plane to the United States. I tried to argue that I was only in transit through Frankfurt to Warsaw, that I would not even leave the airport, that between my arrival to Frankfurt and the flight to Warsaw I would be at the airport in Frankfurt only 1hr 25 min. I contacted the Polish border control. They said that there was no problem. I could enter Poland as a Polish citizen. I told this to the Lufthansa supervisor but she still declined me the boarding pass.

The irony was that she said that on my valid US passport I could fly from Poland to the United States but not vice versa. She even told me that if I would fly through Heathrow in London or directly to Warsaw there would be no problem which confused me even more. She told that this regulation was put in place last year. She suggested that I should reschedule my flight so I could fly through JFK and then to Warsaw. I asked her to help me with the new booking, but she said that she was not a ticket person, and that I should call Lufthansa (1-800-645-3880.) I tried several times, was put on hold, and when finally got hold of somebody I was told that they would not change tickets, that I should call the agency where I booked my ticket.

I tried to reach Vayama (1-855-396-8777), was put on hold. When finally an agent picked up the phone, the plane to Frankfurt departed. I was left without any options. Because of this, I was not able to visit my 87-year-old, ailing father, just for 2 weeks when my US passport would be still valid for about 2 months after my return to the United States.

Take me for instance: On May 30, 2018, I booked a non-stop, first class ticket with Lufthansa, (Los Angeles-Munich-Los Angeles), because they had a “great” offer on first class tickets: $7,753.35 round trip; just a couple of hundred dollars more than their business class tickets went for. In addition, I booked a rental car in the amount of $1,225.09 for the 4 week duration of my stay, which would have brought my total travel expense to $8978.44, so basically 9 grand. On a whim, I had splurged, only to get hit by buyer's remorse afterwards. Was I insane? Did I REALLY need to fly first class? True, it’s a 12 hour flight, and I have a bad back, but wouldn’t business class have resolved my issue just the same? After all, business class seats recline into flat beds just as first class seats do.

Needless to say, I canceled my booking on the Lufthansa website within the 24 hour time frame. Almost immediately I received a booking cancellation confirmation email from Lufthansa, informing me that I qualified for the full refund of $7,753.35. In the meantime, I thoroughly combed through the internet and found a business class ticket with Aer Lingus, for $3,974.79, plus a minivan for a mere $720.84, a total of $4695.63. Half as much as my travel plans with Lufthansa!

Luckily for me, I was actually able scrape enough money together for this new booking with Aer Lingus, but the huge dent in my account from having purchased the Lufthansa ticket prevented me from exploring further travel adventures, such as multi-city hopping, river rafting reservations, or tickets to theater performances. In fact, how was I even going to book the most basic trip needs in advance, like a great deals on accommodations? Fast forward two weeks and three phone calls later: Not only has Lufthansa NOT issued my refund yet, but they haven’t even STARTED the process! On my last call I was advised by a heavy accented lady to try their web support department. (?!?) The hours on hold spent on the phone calls would be worth a review all by itself!

To make a long story short, I had no choice but to call my bank and file a complaint. My bank immediately started an investigation, explaining that the investigation could take up to 130 days. However, the bank also assured me that they will advance the full amount back into my account within 10 business days. All I had to do in addition was to fax my booking cancellation confirmation to them. Regardless, as relieved as I am to receive help from my bank in this matter, I am still going to be out of $7,753 for a total of almost four weeks, including the 10 business days it takes my bank to advance the funds onto my account.

Bottomline: Don’t fall for Lufthansa’s easy, 24 hour cancellation sham and do not book with Lufthansa unless you are ABSOLUTELY sure you will stick with your booking! Had I not had the knowledge to contact my bank, I could have been out of almost eight grand for months, a year, or forever, according to reviews on here, as well as reviews on other forums.

In order to continue on, they charged her 1700 euros (for an economy plus seat). The seat would have gone empty anyway since there was at least 1 unfilled seat. I wrote a long letter stating this to Lufthansa and asking for a credit, instead of being double charged. Not one word has been received regarding this, which I find unacceptable. Zero customer service with no regard for their paying passengers. I will not fly Lufthansa ever again, & I will continue to repeat how they ripped off a 68 woman to their advantage. I thought Lufthansa was a top class airline -- no more.

So we went to airport but this time instead of asking what happened we just asked, "Do you have availability for premium economy." The lady looked and said they have!!! In result we said so because we have paid in advance we want those seats. She got so surprised that had to call her boss. The boss guy came and said, "You asked if the seats are available but not you paid already”. Anyway they were caught red handed and had to give us the tickets.

My issue is this company is committing a fraud either: 1. Sold us a product that later claimed they don’t have and kept our money for 1.5 months without bothering to let us know Or 2. They had the seats available but towards getting close to flight date sold our seats to a higher price. Either way they are fraudulent, liar, and untrustworthy.

Our original flight from Frankfurt to Singapore was delayed by seven hours (it was because air control -right I know- it's the only explanation that they gave us) was all right, they gave us another flight from Frankfurt to Singapore to don´t missed our connecting flight from Singapore direct to Christchurch. And in this moment was when the mistake was made, the "Lufthansa ticket counter" printed off our new boarding passes for the flights but she didn´t let them know in Singapore that we were flying in another flight and that we would be on time for the connection.

So we went to Singapore, we wait to the connection flight to Christchurch, but when we were going to board the flight, the lady taking the boarding tickets told us that we were canceled from this flight because no one let them know that we were flying on time to Singapore so they canceled us from this flight because they thought that we were not going to make it on time.

She send us to "Lufthansa ticket counter" in Singapore and the men at the desk (who was really nice) couldn't believe that with the boarding passes printed by the "Lufthansa ticket counter" no one informed Singapore that we were arriving on time to not cancel us from the Singapore - Christchurch flight. After he had been checking different options at the end he found that the best or "earliest" option was a flight with Singapore Airlines from Singapore to Sydney, and wait 7 h in Sydney for the connection from Sydney - Christchurch and arrive to Christchurch the 14th of November at 10.00pm.

We arrived exactly 11 hours later than we should have arrived to Christchurch (New Zealand). We traveled for 45h. We arrived exhausted, disappointed, and really dissatisfied for how our amazing holiday finished in such a horrible way, we really think that is not fair all what we experience during these flights because this is not what we did paid for (and is not a cheap flight).

After explain them the history 3 times by email, the only answer that we get is that is not their fault because the first flight was delayed from air control. And we explain them again and again what the Luthfansa ticket counter told us at Singapore: "The mistake was made by the "Lufthansa ticket counter" in Frankfurt, she gave us another flight to make it on time in Singapore but she didn´t let them know that we were flying in another flight and that we would be on time for the connection." But we still getting the same answer: "The first flight was delayed from air control and it's not our fault" an totally no sense and a terrible customer relation service.

While I'm trying to fix this problem, it is a time sensitive issue because tickets I had to change BECAUSE OF LUFTHANSA CHANGING MINE, on another airline, are getting sold out. So now all of them sell out and all I can basically do is wait for another few days for Lufthansa to pick up and request my refund and lose all money and plans I spent half a year saving for!!! Now I get another person with 9 accents on the phone and she literally tells me my refund 'should possibly I believe be full.' Really? Were my flights 'little bit' cancelled too? Absolute horror! I ended up requesting refund online, I still did not receive it or any confirmation of any sort for it but I'm taking this to next level for compensation and rest. SHAME ON YOU!

Yesterday WITHOUT notification and explanation I received new tickets (change reservation) to January 9th (which means losing the whole day and half and transfer reservations). This is shocking and unacceptable situation. We called to reservation support, they offered us the alternative route (arriving to Geneva 6 hours later and losing rest of the day). We agreed because we didn’t have other choice. So we have to change the time of car-transfer and pay for that. I think this is outrageous and completely disrespectful attitude to the customers which ruins vacation mood. Please understand this situation. We would like that Lufthansa will refund the full tickets price + car-transfer + one-day ski-pass for 4 people. I always thought that Lufthansa is one of the most reliable airline with corresponding customer service but this is shocking thing to hear from you.

I saw on the flight tracker that the aircraft coming from Frankfurt made a U-turn right before Poznan to land in Berlin. It was the same aircraft that should have taken us back to Frankfurt. Why would they decide to turn around and fly some hundred kilometres back if there were technical problems? Pilots will always seek the closest airport for an emergency landing. The closest would have been, you guessed it right, Poznan. Then after standing in line for 2 hours straight all I was given was a taxi voucher and a little pamphlet about passenger rights with LH contact numbers. The best part is that the voucher was only valid for one specific taxi company whose drivers didn't even bother showing up at the airport. Ridiculous.

I'm still waiting for my compensation and a reimbursement for train tickets which I was forced to purchase since I couldn't wait 24 hours for the same flight the next day. Swiss for instance handle such situations in the professional manner one would expect from a quality airline. You get an ATM card with a 250 Euro credit on it, a 4 star hotel voucher, dinner and breakfast voucher, plus they put you on the next earliest possible flight even with a different airline. Lufthansa is a bunch of incompetent amateurs.

A week later, I received an email notification of a refund of taxes for the cancelled reservation. I never asked for a refund much less expected one as I intended on traveling with the next weeks. Once I knew of my travel dates, I called to reschedule my paid-for fare. I was told that the cancellation was a forfeiture of all monies and only the taxes were returned. In my opinion Lufthansa just ripped me off! I ADVISE NEVER EVER BOOK A FLIGHT WITH LUFTHANSA AIRLINE! This is the worse company in the world that games consumers to line the pocket with unethical profits!

I contacted Lufthansa, AAA and Priceline to inquire about the timing to receive the refund. Unbeknownst to me, because I cancelled directly on Lufthansa’s website instead of AAA or Priceline, they will not issue the override for Priceline to issue my refund because according to the representative I was 4 minutes, I repeat 4 minutes, outside of their 24 hour cancellation window. This is untrue based on the timestamp on the emails that I received when I booked and when I cancelled. The manager at Priceline spoke with two representatives at Lufthansa to request an override in order for them (Priceline) to issue my refund because they can see in their system that I cancelled within the 24 hour window. The two representatives at Lufthansa refused and I was told one of the representatives hung up on the Priceline supervisor.

I am very disappointed in Lufthansa’s lack of flexibility to issue the override so Priceline could refund the $1,041, especially since I rebooked the same flight, albeit at a slightly lower cost. The Priceline supervisor also asked Lufthansa to reinstate my original booking for $1,041 (so he could cancel the 2nd booking given it was within the 24 hour window) since the ticket was still considered open and Lufthansa refused. I guess this is how customers are treated when they don’t purchase a $20,000 seat. Unfortunately, I am traveling to Morocco with a friend so I am forced to keep the new ticket for $1001 and lose the $1,041 that I spent on the original ticket. I will never book with this airline again!

We tried to clarify to that staff the following: We both have other US ID which proves our ID and I could sign now. I had used the same passport for many travels before to USA and had no problem. We got the Netherlands visa already on same passport. I have been using this passport in Qatar without problem. We are not going to enter Germany in that flight as we would change the plane in same terminal (No1) within an hour to continue to Amsterdam. We are ready to sign any undertaking to shoulder any responsibility which would result from this if ever happened. We called the LH office in Germany just in front of the staff and the agent in Germany assured us it is not a problem and that she could sign the passport now but the boarding supervisor refused.

He was so rude (he did not even agree to give us the contact number of LH and instead he called security to make us leave the area without any explanation on how to get our refund). We had no choice but to purchase other two return tickets on Turkish Airlines on that night. Actually after we came to Amsterdam we did go by FlixBus to Germany to visit some relatives and the German immigration officers came to bus and checked our passports without any problem.

We sent several complaints to LH and only got a reference ID code on October 12. We even sent complaint to LBA (the German local agency of EU for such issue) and still no answer. We would appreciate if you could advise us on how to pursue our complaint against LH for refund and compensation for the moral and insult we have undergone.

At Dublin airport, the boarding began 25 minutes later. From Dublin, I flew (unfortunately!), but the flight was late for 30 (!) minutes. It landed 13 minutes later, but we got into the airport only 20 minutes after the landing. Connect between flights was 1 hour. When I reached the registration gate for the flight, the bus, just closed the doors and I was not allowed on the flight. The officer of the service center said that the nearest flight will be in 12 (!) hours. And, since I had time between flights (as long as 30 minutes to get from one terminal to another and an inspection) THEY REFUSED TO PROVIDE ME THE HOTEL AND FOOD!!! I'm sitting now in an empty Frankfurt airport and "enjoying" a sleepless night, thanks to Lufthansa.

Today I spent 900 Euro on Lufthansa and I could spent thousands more over the next years but I will not because of this very rude and unprofessional instance. And actually, he told me all that like 15 mins later when the check-out ended. On top of it, before he was "trying to make it work at some other desk". I can only add that I spent so much time on running in the airport and asking who I should ask and why my tickets that were visible in the system at the electronic check-out but cannot be printed.

Early in the morning we arrived Barcelona Airport, no confirmation for our group at Air China! Air China recommended to go to Lufthansa counter. On the Lufthansa counter we met Mrs. **, she was extremely friendly and helpful, called Austrian Airlines in Vienna... and after an hour, Mrs. ** solved our problem and we arrived Vienna a couple of hours ago. Without the support from Mrs. **, coming back to Vienna has not been possible. Thanks Mrs. **. I hope it will be possible, that this will be forwarded to Mrs. ** as well as to her boss.

P.S. This is the usual response from CS, "we hope that you can be patient about this". You must be kidding, no? If 2 months is not patient enough, how long should I be patient for? Try asking yourself if you can be patient if you are not receiving things that should be yours (e.g. salary) for two months. If you can, then I can be more patient.

While we were already flying to Paris with Swiss I have received another email with a reschedule route through London, however the email arrived after the schedule departure date for the proposed British Airways flight. (Change of Reservation, Departure 12-November2015, **). I haven't traveled to Europe since that day, until January 2017 when I had to attend a business meeting in Germany. So I have restarted my communication with Lufthansa in order to use that amount to issue a business class ticket to Frankfurt. On January 13th I have contacted Lufthansa offices in Luanda Angola (where I work) to try to book the new ticket however I was informed that I should talk to the Johannesburg branch as the original tickets were purchased starting from Johannesburg - This email is in Portuguese (RE: Remarcao de passagem).

On January 17th after going personally to the Lufthansa offices at OR. Tambo International Airport and calling the South African Call center I have email their customer relations department in order to find a solution for my case (Ticket Re-Schedule due to Strike on 11/2015). My business trip couldn't wait for a response so I purchased another ticket for that purpose. I have received on the same day the protocol number to follow up the issue with them (your feedback has been registered under FB ID **). On March 14th I have finally received a feedback saying that no compensatory payment was due and that the ticket couldn't be reschedule because it was expired. (your feedback to Lufthansa, FB ID **).

My second encounter was about a week ago, my mother traveled from Houston To Tunis with two bags after they switch her flight from Lufthansa to United, one arrived and the other one is nowhere to be found. Lufthansa desk at the airport were of no help unless if you are there to buy a ticket. They could not even call Frankfurt airport and check with the luggage office there, or check the computer to see where was the last time my bag was scanned. All they said was "we don't know where your bag is and we cannot call".

So I decided to call their rude customer no service, and of course all I get is some Filipino rude call takers that have no clue what to do or how to trace anything, and the girl kept telling me that she cannot check anything or call any airport, and that I need a file number in order for her to check the status. After several calls to the customer no service, a ** man answered and was able to create a file number, but no info on where my bag is or anything, all they tell you is "wait 24 hours and check to see if anyone uploaded any info on your bag". A very passive way to do business.

I was so pissed off at them and their ignorance and disrespect towards their customers to the point that I decided to never ever again book any ticket with them, even if they hand me a free ticket I will throw it on their face and they can shove it. I also decided that Lufthansa represents Germany and the German people. If they are out to disrespect people, I will never allow that, therefore I decided to sell my Mercedes car, and get rid of anything I have that says made in Germany.

I rather buy things from nations that respect people and value their business rather than people who does not give a damn about anybody and think that they are something they are not. Lufthansa it is only a matter of time and you will go out of business. I will never stop telling my story and the bad experience with those dumb customer service personnel and the poor support, and lack of compensation of customer's time and hassle.

German workers are good at demanding their rights and high wages every freaking year, but when it comes to them treating customers, they are careless, and they try to cheat them out of their time, stress, and luggage. Please Please Please do not fly with Lufthansa at any cost, you will regret it, and your luggage will end up lost or damaged because they hire the worst and the cheapest workers from the third world countries, that will disrespect you and will lose and steal your luggage.

Well after waiting 2 hrs in the line we got the new reservation for the next day at 9:00 am. Then we left in cabs to a hotel that was 30 miles away from the airport and a 10$ voucher to a restaurant that was closed at the time so I starved to death in the room. Got up at 7 am rushed to airport then they canceled on us again. We were waiting from 8 to 12:30 to board then we got stuck again in the plane starving till close to 3:20 because they say it was a problem with the which was a lie again because the strike still on. Well the had to leave the plane because it's a security problem. Well we suffered on board starving till they got us sandwiches. Well I got to Tunis around 4 pm local time. It's absurd. Please give me my money back.

It has been more 2 months now and there has been no refund. This customer service department stopped reacting on my emails. So I am left with no bag now, as my pre booking with the shop was terminated as they could not hold bag for such a long time. Another customer bought it. DO NOT trust Lufthansa!!! Their customer service department is scum and they treat customers with no respect and lie about their serviceability. I am deeply disappointed...

We had to take our bags back to the car and run to the passport agency and try to renew their passports, in the meantime while kids were crying and tired we had to call the travel site where we booked the tickets and pay $3100 extra to change the flight date to fly 2 days after the confirmed flight date. Now we are out of $3100 and my wife and kids missed the flight and the whole day ruined because of incorrect information given to me regarding the passports. DO NOT TRUST THIS AIRLINE.

We are taking this trip because my grandmother is turning 90 and she would like to meet her one and only great grandchild. We are planning on taking her to Rome, so all these other travel arrangements have been made that we cannot miss. I talked to 2 supervisors, both of which told me that I would need to "figure it out". I asked for a number that I could file a complaint with corporate so they gave me the number to customer relations. They said that only the reservation team (the people I was just talking to) could help me. So I got transferred over there. They in turn then told me that the only people who could fix it was customer relations, so I got transferred back to them.

After a few times of each party trying to pawn me off on the other, I finally tried to email the CEO and some other corporate people in charge of North America. Let's see if they will even give me the time of day. It's crazy that I had to pay $2327.96 on top of my original ticket which was $605 and some change just to get the last name on my reservation changed for a flight I haven't even gone on. If I could give them negative 5 stars, I would!

Mr. ** kept repeating that the 27A was broken and I had to be moved to 27E. I understood the situation, however I was trying to show my disappointment and, instead of being sympathetic, he robotically repeated the same answer, not even trying to apologise. In the end, he just turned his back leaving me talking alone. Even the passengers around me looked astonished with his behavior. When I tried to talk to a different cabin crew member, he interrupted and ask me to sit as the plane was about to take off.

I had nothing else to do unless to get to that seat. I got very frustrated with this situation and before the plane landed in Frankfurt I asked to take note of Mrs. ** name on the badge. That's when everything started. After that, he went twice on my seat: first asking if I am Brazilian, which I confirmed and he replied with what seemed to be a very racist smirk. In the second time, he asked for my boarding card. I inquired what he needs it for and why I was the only one who he asked it. He was very vague saying that was only to "wrote something". I couldn't believe that it was happening! My documents were in the bag. I told him that I would give it to him once that we landed.

When it happened, with everybody leaving, I thought that I finally got rid of that embarrassing situation, when I after a minute I was stopped by a federal police female running in my direction. I was the ONLY one who got stopped. I asked the reason of it and she said it was normal. Then I asked if it was related to a cabin crew staff which She didn't answer and gave my passport back.

I am totally shocked with what happened!! First I had my pre booked changed without any warn, then I have to deal with Mr. ** being rude and not willing to assist me. After that he start harass me asking for my documents and send a federal police to check my passport?!? After 12 hours flight, I feel totally invaded and humiliated for this horrible behaviour! It just an unacceptable situation and something has to be done against Mr. ** whose conduct is below than unprofessional! I also requested his information in order to take a legal action against him and the company.

Then after one week my oldest daughter realized she need to change her ticket only for the departure date so, my wife called and they told her this are not possible without a fine which was fine so, I called Lufthansa to pay this fine fee and I found that all 6 tickets was wrong and the Agent swapped between the airports and instead of flying from LAX to Cairo it was Flying from Cairo to Lax and the other way back to Egypt. I really don't know how this could happen, especially I was clear that I am from Los Angeles area and my address and credit cards from LA, so they offered me to switch the tickets with no fine. I have to pay additional $4600 so, the tickets will be over $9000. Otherwise I will lose the entire tickets.

Then before our flight back to Istanbul, we had contacted Miami Lufthansa 3 times. First staff said that she will put a note about the special menu but I have to check 1 day after. We said ok. Then we called again. The other staff said that we should call 24 hours before the flight for the special requests, but she said she will put a note on the system. We accepted and called 24 hours before the flight. That time was the disaster. The stupid girl on the phone kept me 1 hour on the phone then she said it is less than 24 hours and she cannot get my request!!!

She was literally incapable and she does not know what she is doing. At the end of our 1 hour conversation, when she said that she cannot take a special meal request because of timing, I got mad!!! Then she talked with the supervisor and confirmed my request. (At least she told me so.) 1 day after we went to the airport, I asked to the counter about a special request. Can you imagine there was not a single note on the system!!! The ground services staff helped me and contacted with the cabin crew, and I had seafood menu. I had mentioned to that girl maybe 10 times, what I can eat, what I cannot eat... Anyway, that was really disappointing for me and stressful. You are on a 10 hour flight, and you may not able to eat anything.

Don't keep these kind of staff for the brand reputation. Anyway, I have another flight for the 8th of March. I will not book on Lufthansa definitely!!! After I posted that on Facebook page of Lufthansa, instead of finding a solution, they asked me to delete the post!!! They started to argue with me on social media, can you believe that?

I went to the next gate. Was told flight left and told to go to another gate... about 4 hours had gone by - no seating. I threw my suitcase to the ground and raised my voice in German cursing the pathetic customer treatment. The agent I first met approached asking me to calm down - I replied - I tried that approach and look where it got me... 4 hours later. I was eventually booked on another airline... middle seat... etc. I will never fly Lufthansa again - they used to be the standard... their ground support in Berlin is the worst I have ever experienced.

Longer: I purchased a seat selection option as I can sleep only near windows. During my flight from Boston I have noticed that the leg room is so small, I got my knees injured by the front seat and almost ruined my left knee when the passenger in front of me decided to recline. I am 6'4'' tall but I am not that unusually spectacular tall to be squashed so much on the intercontinental flight. That is when I realized that getting an upgrade is health saving. I accepted the web offer to upgrade to Premium economy. Well, I paid for the seat selection when I purchased the original tickets, and the website proposed I would be able to change the seat as soon as I purchased the upgrade. I paid, and the website informed me I cannot select seats anymore! Moreover, I cannot get back to my previous selection. (By the way, the website is not good, it is much worse than any other airlines I flied with, it is hard to find your flight, get status etc.).

I called them and after some waiting and my second attempt I finally reached an operator. She said indeed, only middle seats are available, no upgrades, no refunds. I asked if there is a business class upgrade possible as I won't be able to sleep on the flight and she put me on hold forever. After 15 minutes of listening to music that is always the same with some pauses between the music sessions, I hung up as the call became too expensive. I have a roaming deal with AT&T but it is like $1/minute. I am extremely unhappy. I am a very frequent traveler with 2-digits number of flights per year and I have never been treated so badly. This is my last flight with Lufthansa, period. I also advise to avoid them until they start treating their customers like humans.

On arrival at Frankfurt the plane was out on a stand some distance from the terminal. I waited some time with my mother, as this is usual when in receipt of assistance but when no-one seemed to be coming I asked the flight attendant and was told that I would need to escort my mother myself down the steps (which I had, when booking, established she was able to manage with help) and onto the passenger bus. This was by this time full and it was only with the help of other passengers that my mother was able to board it and have a seat.

On arrival at the terminal I assumed that there would be some assistance but there was only a man ushering the buses in and out who seemed to speak no English. I notice from another reviewer on this site that she had a similar experience and was simply waved in the direction of 'a lady in a suit' who said it wasn't her responsibility but someone would probably come: if they didn't I could grab a wheelchair if there was one around and push my mother through myself. Since time was short for the transfer I was unwilling to do this, preferring to have official assistance which ensures a fast passage through queues, check-ins etc.

After a rather nervous and uncomfortable wait a wheelchair did arrive with an official and we were rushed through the terminal to our connecting flight. There was no time for a toilet visit or to collect water for the flight so although I was grateful to get there in time it was not the most comfortable start to a long journey for either of us, particularly for my elderly mother. My disappointment with Lufthansa, however, is mostly to do with how they have handled my complaint. This had to be made initially through their own site, there seeming to be no email address or postal address in the UK for contacting them. Their first response was an email clearly referring to a different complaint as it mentioned Larnaca airport.

Although they expressed regret at the lack of service they made the point that sometimes there are no wheelchairs available and that buggy transport would have been better. When I responded to this email pointing out that a) I had not been in Larnaca airport and b) I had never been offered the option of buggy transport I was astonished to receive a phone call at 7.30 am pretty much restating the same point. Finding this less than satisfactory I wrote to Lufthansa in Germany and again today have had a phone call expressing regret but failing to give me any reassurance that I wouldn't have the same problem if I flew with them again. When the agent attempted to 'sign off' the complaint I asked that they would write to me so that I could at least pass the apology on to my mother.

Having been assured that this would happen, I then received another email (which is not what I mean by a written apology) which says: "We agree that in such event, it is absolutely understandable that you want to be provided with efficient and reliable transfer services. However, kindly allow us to explain that due to the distance and number of passengers requiring assistance in such a large airport where gates can be very far apart, the use of buggy services is the most practical and efficient way of ensuring passengers meet connections and be transferred as quickly as possible.

"Furthermore, transit services are provided at the airport in order to ensure quick gate to gate transport. Unfortunately wheelchair requests cannot always honoured due to availability." Again, I would point out that there was no buggy service offered at any time at Frankfurt airport.: if it had been we would have used it willingly as we have on other occasions with other carriers and at other airports. "

The rest of the flight service was fine. Fortunately we carried empty water bottles which a very helpful FA on the second leg was able to fill quite soon after takeoff, and also fortunately my mother was able to manage without toilet facilities for the two hours plus between disembarkation at Frankfurt and the seatbelt signs going off after takeoff - I think many elderly passengers would not have been so continent!

I spoke the ground steward when I went into the plane and she even told me that Lufthansa didn't send all the luggage the day before so they had sent a bigger plane. Also, a friend of mine who have worked for the airport of Sibiu told me that Lufthansa chooses to overbook and when this happens they choose not to take luggage from passenger. Reason is that they can take more passengers because of weight limitations.

It was a hell to get my luggage back because the call center (which they use to make mistakes and have no possibility to influence the process and the employees at the airport) were almost impossible to speak. Lufthansa promised me to get the bag from Sibiu to Munich next day and try to deliver it that evening in Austria where I was at a ski holiday for 3 days. In practice Lufthansa took the bag from Sibiu to Munich in 48 hours and didn't bring the bag the same evening to Munich or even the next day. They delivered the bag against all promises in to Berlin on Wednesday because I assume this was cheaper for them than bringing it to Tirol. So I got my bag after 4 days back and at the end of my ski holiday.

More in detail, I called the call center on Monday and told them that if the bag would come that evening it should be brought to Tirol and if came later it should be brought to Berlin because I would have left Tirol. I have asked to repeat what we have agreed so the call center agent knew exactly what we had agreed. Somebody else changed the agreement we had to something in their own interest. Also, Lufthansa refuses to contact you. You can only call and there are very long waiting times. A call can take 10 - 15 minutes waiting before you finally speak to somebody at the call center and for the airport you need to try to call 15 to 20 times to reach an agent one time. I will try not to fly with Lufthansa anymore because they make business decisions which bring them better financial result but will spoil holidays of their customers.

It's been 2 months and despite my attempts to get in touch with customer service no one contacted me. No one cares at Lufthansa about customer's experience and no one cares to call a client to tell them they actually do not have tickets and "it was a joke when we sent you your booking details with tickets because this is how we treat people here at Lufthansa." And if you don't check your visa don't be surprised at the airport at the date of the flight. "We do not care to pick up the phone and let you know. We simply don't care about you."

"Thank you for your response. Since baggage is channeled through various points which include governmental agency and security checkpoints, it is not possible to determine exactly where the loss occurred. Please understand that airline liability for items declared missing from checked baggage is limited; standard practice is to offer reimbursement for eligible items against original documentation/receipts when a written report is made within seven days of arrival. Credit card statements may serve as verification of these items with individually itemized identification as to price, ownership and location of purchase.

In all cases, reimbursement is only offered against submission of substantiating ownership and value of the items. You have stated that such receipts are unavailable, and we are therefore unable to honor your request for financial compensation. Thank you for the opportunity to clarify Lufthansa's position in this matter and please be assured that your baggage claim has been afforded careful consideration." How unprofessional and frustrating is that? I went to the Police in my hometown (I was traveling via car from Berlin to Poland), Sworn document which obviously did not make any difference.

Lufthansa, on behalf of United, does not recognize USA Government documents? Whomever heard of such a thing? The United office at the Delhi airport was closed because the United flight leaves Delhi at 11:30. I was told by the Lufthansa clerk that there was nothing they could do to help me. I was stranded in the middle of the night at Delhi Airport. I called United, and they put me on their Flight No. 83 on December 14, 2016 at 11:30 pm. There were no documents' issues at the check-in counter for the United flight. The worst part was the mental anguish I experienced by being told by the Lufthansa staff that they would not let me board my flight home. The feeling was one of complete devastation and I will never forget that moment.

In the meantime I've wrote 2 more emails and 3 messages on facebook towards Lufthansa asking about the status of the inquiry. The only response I get on Facebook is that I will be helped ASAP. Currently, I'm waiting for nearly 2 months without having had any response on the raised question. Does anyone has advice in what to do? Thanks.

When I called them, they told me I'll receive my money in 2 weeks. I called them 2 weeks later and they told to wait a little bit more. I called them in 4 weeks and I find out that I should've bought both tickets with full economy option in order to be able to get the refund for any of it. So now the question, why am I allowed to buy the option if it cannot be applicable? I think that's a easy court case. And I'll avoid flying with Lufthansa at all costs.

The very first communication you receive is exactly 48 hours later, and it's an email that could be paraphrased as "GOTCHA! HA HA!" You literally don't even have one minute to complete the purchase -- you just lost €30 and your booking is cancelled. Sit with this for a minute; this is not by accident. Lufthansa decided, at some level of management, that this is how you do business. It's called BAD FAITH. It's how tricksters operate. Shame on Lufthansa.

Updated on 12/02/2016: It happened again. Lufthansa canceled my reservation and sent me a notice AFTER cancellation, saying I had lost €30. I called the customer service number, asked to be transferred to a supervisor, and gave my reservation code: **. He gave me his ID: ** (David). I asked him why I had not received a reminder email to complete the purchase within 48 hours, before cancellation and forfeiture of €30. He said that a reminder email has been sent an hour earlier. I asked if he could please re-send that reminder e-mail, as I had not received it. He said "no," and added that it would not be worth my time to take legal action against Lufthansa to prove whether such an email had been sent or not.

Essentially, he was admitting that he had lied earlier about the reminder email being sent. My question to Lufthansa is: is this really how you want to treat customers? Telling customers: "yes, we have acted in bad faith, but it will cost you more in lawyers to straighten this out than it is worth," is that really how you want people to think of your brand?

I got the email this morning. It contained no price. It told me to call urgently. I called. Your assistant informed me the price is $2500!!! Are you kidding me?! I spoke to the manager on offer. He blabbered on about a cash upgrade not being available. We went back and forth and nothing got resolved and he was most unhelpful. I simply want to upgrade my wife and I on the Frankfurt to LA flight and expect a reasonable price as offered by the first assistant I spoke with. Furthermore, the website offers seat choice for FREE but it's impossible to find a free seat. They all cost $35. This has been a very very disappointing experience thus far. For an airline with such credibility, this is nothing short of scandalous. I look forward to being offered either the $650 upgrade to Premium Economy or a FREE seating choice as displayed on the website.

I cannot believe this is happening and there is nothing can be done: this airline has billing issues and the worst customer support I've ever seen. It took them more than a month to provide me with a generic response that nothing they can do for me and the charges were made in accordance with the company's policies. It took multiple emails to get that and they still did not address my concerns and request for the proof of purchase. The second response from Lufthansa came within couple of hours when I send them one of many follow-up emails and said that I will file a complaint with federal regulators. It is simply wrong to do things like that to travelers.

I was upset! This is TOTALLY unacceptable for your planes to be THIS late without informing the passengers as to the reason why or EVEN that it was going to happen! What if this very long stressed run precipitated a heart attack on someone!!! I have always like Lufthansa as an Airline BUT this makes me think twice, to perhaps consider another Airline. A fair number of other people, continuing on to Canada (having been on your plane with me) felt the same way. This has tarnished my overall memory of this trip.

Finally, after over 3 hours delay (we were provided no water or food) I manage to board my flight. So many people missed their flights. A flight attendant tells me mid-flight that my baggage is not on the flight. What??? I filed a lost baggage claim at the SJC airport on arrival. I was told that I would get the baggage next day. Nothing! I keep calling the San Jose airport and Lufthansa customer service. Nothing!!!

Finally after a week they ask me to send them an email with the contents list (PDF) of the baggage. I turn that in promptly. I call them next day and they tell me they haven't received it. Seriously??? It's been 15 days. They have no idea where my bag is, they don't have the contents list. (I sent 2 emails already.) How more inefficient can you get? Someone or the entire airlines is not doing their job right! What a lame airline. I WILL NEVER EVER FLY LUFTHANSA AGAIN!!! Also, if I don't get my bag I am filing a small claims case against them. They will wake up after they get a summon from the court.

"Mister", I was called, "you want a aisle seat for yourself and a seat for your wife next to you. You reserve two seats". "Yes" I replied, "but my wife's seat next to mine isn't classified as premium. After all you owe us seats in this fly or the price we paid is for a stand-up flight?" "No, no mister" he replied, "just for requesting to seat next to your wife is considered a 'reserved' seat." Then of course, I have read how they separated a 4 years baby from his parents, a 90 years woman away from her daughter, etc. How our God isn't punishes them for this? How are they allowed to do business in this country? How much do they bribe out officials and representatives that they get away with thinks like this?

I am a 75-year old person who needs wheelchair assistance within the airport in order to make her connections. Knowing that I needed additional wheelchair assistance, I made sure that everything was in place as well as ensuring I was flying business class to give myself more room due to limited mobility. When I came to Frankfurt (May 3) on flight LH901, the airline did not pull up to a bay but ended the flight on the tarmac. Unfortunately, what happened was that I was not met with any wheelchair assistance at this point of time and waited patiently on the plane for further instructions since I knew I needed to be the last person off the plane if assistance was being given.

When no wheelchair appeared, I was asked to leave the plane and a stewardess helped me down the steps and into the last bus, which was taking passengers to the main terminal. The bus was full and fortunately one of the passengers (a woman) stood up so I could take a seat. The stewardess said that the driver would look after me at the other side. However, when I arrived at the terminal and everyone left the bus, the driver did help me down but he did not speak English. He indicated a lady in the terminal. When I approached this lady she said it was nothing to do with her but she would contact the people concerned. She told me to take a seat and phoned. She said someone would come and she then continued to work.

At this point another couple arrived also needing a chair. The first lady rang again and said that someone would be on their way. A suited lady who worked for the assistance program turned up and at first could not find my name for booking for a wheelchair. I knew that I had arranged this and showed her my ticket. The suited lady then found my name and said not to worry. The wheelchairs are coming and she had ordered two. This lady then left after she had given Mary this information. The other passenger (part of the couple) asked me to look after her bag when she went to the washroom. Her husband at this point was wandering around. Upon her return, I needed to use the washroom so asked the woman to look after my bag. When I came back the couple had gone and my bag was on the seat.

I was now getting very concerned that I was going to be late for her next flight to Canada. My connection time was 1 hour and 25 minutes. At this point, at least 25 minutes had already passed. I waited again and another suited lady turned up, spoke to me, made a phone call then went away. At this point the original suited lady turned up and it is 1:00 pm Frankfurt time. I said that my flight was at 1:30 pm and made it very clear that I was very concerned about making this connecting flight. The suited lady said "Don't worry, it is on its way" and she implied that "there was no problem with getting you there for your flight on time". Shortly after (1:10 pm), an electric cart appeared and I was told to get on it. I then thought I would be taken straight to the gate.

Off went the cart and the driver stopped at several points (where there were actually empty chairs) and she chatted to these colleagues. A couple of them got on the cart at various points and had a lift to the next place. I was then driven to another area, which appeared to be the assist company's booking office and waiting area. The driver had not spoken to me and I was simply told get off and go to take a seat and have a coffee. By now, I knew that it was after 1:30 pm and that I had missed her flight.

I was now sitting in an armchair with a cup of coffee and the agent came over and said that they can rebook me on the flight tomorrow. They said they would put me in a hotel overnight. My answer was "No way. I am on my own. How am I getting to the hotel? Who is there to assist me? Who will be there to bring me back tomorrow?" The agent said they would pay for it all as if it was no problem. I refused to take this offer since there were too many things that could go wrong.

The agent went back to her desk and came back with another possibility. She said they could get me on a later flight (Lufthansa?) which arrived after midnight in Vancouver. I said "I would have missed the ferry and would be stuck in Vancouver. Can't you get me to Victoria since that is my final destination." The agent comment was "Where is Victoria?" I explained it was on Vancouver Island and that was why I needed a ferry and help. At this point the agent threw her hands up in the air and went back to her desk.

I then sat there for a while longer with her coffee and a lovely little Asian girl appeared with a wheelchair. This girl said: "We are taking you to the Lufthansa office where they have more access to other flights." Although I was sitting in a chair and the office desk was quite high. They first offered me the later flight to Vancouver and I explained why that was not possible since I would need to get a ferry and the ferries would have stopped running by that time. They asked where the ferries would be going and I told them Victoria and they said "Why don't we get you directly to Victoria?" I said that would be great.

Since Lufthansa is an air alliance member with Air Canada and it was obvious that the flight was booked through Air Canada, the agents then got onto the phone to see if there was an Air Canada flight leaving from Frankfurt that day and getting into Victoria. They were on the phone for about 30 minutes and came up with a plan. I was to take AC 877 at 5:15 pm (Frankfurt time) arriving in Toronto at 7:30 pm (Toronto time) then connecting onto AC 191 leaving at 9:05 pm arriving in Vancouver at 11:18 pm (Victoria time). I had arranged for wheelchair assistance again for returning flights.

My return journey From Ca to UK Via Frankfurt. 23.05.16. Victoria to Vancouver. Was collected via a wheelchair and taken to the plane. Vancouver to Frankfurt. Travelling from Victoria to Vancouver. When I arrived on this section of my journey I was taken off the plane and taken to Hospitality/VIP Lounge, I was then collected and taken to plane to catch the flight from Vancouver to Frankfurt.

24.05.16. Having arrived in Frankfurt. I was taken by wheelchair to the airport centre and given a red card. I then got put on an electric golf style buggy having shown the Red Card to the gate where my plane would be eventually departing from. Was left there with NO access to a drink or toilet facilities even though I was travelling First/Business class. I was expecting to be taken into the hospitality/VIP lounge. Instead to my disgust, I had to try and make my own way to the point of boarding, when the man on reception took one look at me and immediately let me through with my Red Card. I still had to walk down to the plane and the Airhostess had to catch me as I nearly fell on entry into the plane.

On arrival at Heathrow, was eventually met by a man with a wheelchair, who took me again to an electric buggy with two other passengers. We were taken across the terminal and through customs. We then went to baggage reclaim, I saw my bag and told the man. So he said "never mind. It would come round again", and he went in search of a wheel chair. As the luggage trollies were to hand out, I went to get one, and turned round to see the driver of the electric buggy disappearing leaving me and the two other elderly passengers, one in a wheel chair, to reclaim our own baggage and make our way out. I don't know how I managed but I got my bag off the conveyor belt. I then proceeded to exit, pushing my trolley to where my son-in-law was waiting. He saw me and jumped over the barrier to help.

What is wheel chair assist? When I was travelling to Australia and in fact on my prior visit to Canada, I was met and taken from the check in desk to the arrival point every time by an aide with a wheel chair. I was lucky that I can walk short distances. I don't know how someone else would cope such as those with no sight.

Having complained to FRA Services at Frankfurt airport they have made me aware that the wheel chair assistance I was booked for was WCHR. And I should have been asked by Lufthansa at the check in desk in the UK and Vancouver what form of wheel chair assistance I needed e.g. Could I climb stairs. In my case no. Therefore I should have been down as having WCHS (Wheel Chair Assistance Stairs). Lufthansa never put me in the VIP Lounge or even asked if I would like to go there even though I was booked business class. The service provided by Lufthansa and Frankfurt airport was disgraceful.

I was discussing the lack of customer service with another passenger, and Ms. ** rambunctiously came at me yelling, “We’ll see what the purser has to say, we’ll let him settle this.” She was literally a bully. While Ms. ** continued in-flight service, Ms. ** sprayed me in the face twice, while opening carbonated drinks. Once could possibly be a mistake, but twice; deliberate and measured.

I strongly encourage Lufthansa Airlines to instruct their flight personnel to stay at home if they are having a bad day or do not feel like coming to work. Flight Attendants ** are at the front line of Lufthansa Airlines – this is an enormous liability to the entity. I will not be using Lufthansa another time; I will not pay to be ill-treated by angry women.

While we asked for a full compensation for dinner, Lufthansa staff refused and was so arrogant that threw a booklet to me and said "you can find your traveler right in this book. if you are not happy, go find a lawyer and lawsuit us. Now leave the desk. There are many people need to re-book." I can't believe these words were said by a service company. I believe I didn't ask for something too much but just a full compensation for dinner. We were supposed to be in Budapest around 2 pm but in the end we arrived in Budapest almost midnight. I have claimed the compensation following the small booklet. However, it was rejected by Lufthansa with a very simple reason: bad weather, fog. I think Lufthansa must have a very strong legal team therefore they can totally ignore the customer experience. I have flew with more than 10 airlines, and Lufthansa was the worst. I will never fly with Lufthansa again in my life.

In the second instance after yet again another long wait on the phone, the customer care person told me that a mileage flight to London would cost me like 3 Easyjet flights on the same distance because of allegedly 'airport taxes'. When I asked to understand more, she rudely replied that that was the rule and I could make my choices as I pleased, as that was not her problem. The result is that accumulating miles with Lufthansa not only doesn't give you any benefits of any kind in terms of flights, but it doesn't even qualify for basic human courtesy.

I have been issued 6 Feedback ID numbers from Lufthansa in response to my 6 emails of inquiry and complaint. After sending a registered mail letter to Lufthansa Customer Service in Peterborough ON, I received a phone call. I was not home at the time... no callback number was left. They denied my request for a refund for the ticket as we did get to our destination. I have since tried to find a phone number for Lufthansa Customer Relations to speak to "Christine" but there are no contact numbers to be found. An email to the company about the situation resulted in another Feedback Number.

We are senior citizens and after literally running for 20 mins. to make the train, we were exhausted and hungry. There is no way that standing in a train for that long, with no food, not being able to find our bags and having to wait 2 days for them to arrive is an unacceptable situation. We did not pay for that... we paid for a short flight to Amsterdam, with food available and our suitcases on the aircraft as well. Lufthansa owes us at the very least, a credit to be used on a Star Alliance Flight of our choice in the future... if not a full refund.

I must mention that Lufthansa did leave the message that if we emailed in our receipts for any clothes or personal items that we may have purchased during the time we were without, they would pay for that... However, we have insurance for that and I have already submitted that information to that company. When I wrote to the address that Lufthansa left for me... there was no response... again.

Then I sent 10 to 12 mails asking for reimbursement, 3 only were answered, "sorry we are technical support we forward to right department", but no answer never came back. They still owe me 485 and refuse to let me escalade within their group my complaint. I am tired of this bloody airlines, and I repeat this story so much, that besides me, they are losing client every day more. Don't go for them!

I have kept chasing Lufthansa with the balanced refund since 22 Feb 16 and I was told to wait as the money arrive in 5-7 days. On 29 Feb, a supervisor told me he just authorised the refund. I wait again. On 7 March I have not got the money. I complained Lufthansa online. I received the call from custom relations and asked to wait for another month on 10 March 16. I told him, "No need to call me and ask me to wait for another month. I need to know when I can get refund!" I feel I was conned to buy another ticket in order to get refund that is not needed for the actual refund. But where is my refund???

I called Lufthansa many times and I could not get hold of supervisor as I had to hold very long period time and the telephone bill is high. Please be careful when you click refund button online as there is no warning or instruction. It looks easy but you will end up losing money. I was happy when they agreed a new ticket can guarantee me a refund but Lufthansa did not do it was promised. I feel hard to trust this company who treats its customer in such a poor manner. The money came out of my account very quickly but it takes ages and uncertain future for the refund I should get. But I will keep chasing and use my legal right if necessary. A very angry and unhappy customers.

Now the airline is telling me that my refund for the ticket has been processed the 23 Dec. Everyone that I speak to on the phone has told me to check with my bank. Each time that I speak with Chase I am informed that they don't see anything from Lufthansa and it doesn't help that I am unaware of the amount. So this is the main problem. They have never collected a payment from this account thus letting the ticket expires. Rather than giving me the refund they promised on the phone, the airline has not even REPLIED TO MY EMAILS! So I basically wasted the 700 dollar credit. I would never have even gone on a new trip with this terrible rotten airline had I known. Now I'm out my original 700 plus an additional 1600.

Even more importantly, I lost fees and business, I lost business opportunities, I lost credibility and I lost face. The situation also put other parties that had commissioned me in very difficult positions. All because I was prevented from travelling (one of my 'inalienable EU rights') by a junior clerk at the boarding gate for Flight LH929.

The grounds for Lufthansa denying me boarding was that my passport did not have three month's post-visit validity left on it (it expires 21st April 2016). However, the UK Passport Office, the German Embassy in London and IATA have all confirmed unequivocally that my password was indeed valid and that British Citizen passport holders only require a passport to be valid at the time of entry for travel to Germany.

Nonetheless, Lufthansa have stated publicly that they were relying on a programme called "Timatic" developed by the International Air Transport Association and have completely washed their hands of the incident leaving me completely high and dry, despite the negative publicity this is generating from them. This whole incident has serious implications for all travellers and needs to sorted out quickly.

The flight attendant referred me to the bursar (purser?), the man who thinks he owns Lufthansa, who told me, "Well I didn't see it happen". I told him I was going to sue Lufthansa and he was an **. The man ended up kicking my leg full force when I placed my handbag back into place after he had shoved it. This is criminal assault.

I went to Bangkok for 2 days to attend to business, and on my return I had the same flight attendants on LH 773. The bursar was the same man, and he confronted me, saying he knows I was the one who threatened him, and if I started trouble again, he would throw me off the plane and report me to the German police. I told him that was already done, because I reported Lufthansa to the German police in Frankfurt, as well as this man who kicked me. This is a rude, pathetic airline, greedy, and very **-like. Remember people, these are the ones who massacred so many innocent people without an ounce of guilt. Don't think that their psychology has changed, because it has not.

We weren't satisfied and demanded help. She forward the details of customer complain site and told we can raise our concerns there. On demanding the other officer, we were provided the meal vouchers for 30 euros, 15 each. As as result we ended up spending around 30 hours in the airport. It was fine with me but my wife caught some urinal infection and we had longest 30 hours at airport.

Our Flight from SFO to DEL has two stop overs DENVER CO & FRANKFURT DE. It was okay experience with lot of confusion on Luggage allowance. Our return flight from DEL to SFO again had two stop overs MUNICH & FRANKFURT DE which was real nightmare. We paid $1348, 4 hours prior to our flight for changing flights which were done by Airport & finally flight for which we were booked was cancelled by Lufthansa was cancelled due to fault in Aircraft. Please find the details below:

We were under impression that if I am booking a flight from India to US & US to INDIA, so these are the only 2 countries I should be bothered to have VISA/Citizen. Lufthansa staff on DEL airport shocked us by telling (about 4 hours prior to our travel) that for my return Journey we should have taken VISA for Germany. I tried explaining them that "I have no intention to visit in that country. Why have you given me such a ticket which forces for any such requirement. I never had to face this kind of problem earlier." They explained, they have given us one domestic travel in my return ticket in Germany. I told him "it is your fault & you should update it somewhere as Pop up or important info" but they did not agree to listen. Rather staff in Delhi was so rude, they said even if Obama/Modi travels they have to go through same.

I said "okay fine". I made a mistake by booking Lufthansa flight and my mistake not knowing VISA thing but now what to do. Mr. K. ** (Lufthansa Staff) asked us to pay $1348 for 2 tickets immediately so that he can send us directly to Frankfurt & cancel 1 hour flight in between which is domestic travel in Germany (in addition to amount which we paid during booking) & we had to do that after a good detailed argument (with Mr. K ** on Delhi Airport). I told him "this is a kind of Cheating, its not my fault that you are taking me to my destination from 100 different places" but all in vain. He did not give us any receipt too, I have one but that does not talk about actual amount taken. I can provide Credit card statement.

When we asked why are we paying $1348 in addition (1032 USD return ticket cost) which we have already paid for India to US ticket, they said "the class is not available which we booked". Our next question was, today's new ticket are available for 52000INR onwards per person (for entire journey) so take only differential amount for 2 tickets of approx 40000INR (Less than $600). He didn't had answer, even did not agree (I am attaching screenshot of that day's pricing). Then he gave Economy class tickets so we asked him, he said "class is not available". "So how come for additional 1032 USD + $1348 you gave us economy only", he said he was talking about some Fare class not the flight seat class. We were going mad and he was talking baseless with no clarity on what is going on.

This is not all, for the flight FRA-SFO, they took $1348 extra and the flight was cancelled due to Technical fault in Aircraft & we were sent to US with 2 more connecting flights with almost 12 hours delay. Me & my husband were provided different seats, no asian food selected for us and not available as well on request/pay. No free food on another flight from IAD to SFO. We had to apply another day leave due to delay and so much hassle in transit.

I never travel alone. I kept requesting your staff in flight from FRA to IAD, no matter if our food preferred not available which we selected in original booking, no matter if you don't have any facilities but please arrange for seats together for us as I never travel alone. I have problem of anxiety for a long flight but no one did anything. We were even served some Turkey sandwich by your staff without asking if we eat veg or non veg. We are pure vegetarians and I luckily happened to check it before eating. It could be another torture for us.

Complaint 2: For baggage allowance - Lufthansa site says on the following link ** that we can have 2 check-in baggages of 23 Kg each per passenger and we were meeting all criteria but when we checked call centre they gave a different answer everytime we called. Few said yes & few said no. We were not sure so we left our lot of luggage in India. Please listen to all the Call recording for Booking ID ** and you will know the staff themself are so confused.

Complaint 3: From Travel from New Delhi to Frankfurt, I was allotted seat no. 68D. TV monitor was not working. In 8 hours I pressed help request button more than 25 times, no one turned up and somehow the light of Help used to turn off with a sound. There was an Air Hostess while serving food. I requested her to fix that issue. She said she will reset the monitor and confirm. I waited for 2 hours. No-one turned back and monitor was not working. I pressed Help button for additional Blanket. No-one turned. When 2 hours journey left, I again requested Air Hostess (name was some C. **) when she was passing that my monitor request is pending, she said "sorry" and said she will fix it now but never turned back. So in my flight I was not given this assistance as well. Please return me my hard earned money, I will never take Lufthansa flight again.

After being left stranded in a 3rd world airport where I was harassed constantly and no one would help me, I ended purchasing another ticket from Casablanca to Lagos. Once I arrived in Lagos my luggage did not come until 5 days later. I had to lodge in a hotel by the airport and waste my vacation time and money. If that wasn't bad enough on my way back home Lufthansa closed their checkout counter 2 hours before flight take off. I could not check my baggage in. I left my suitcase at the airport. The customer service reps at the Lagos airport were so rude laughed loudly in my face did nothing to try and help me. I am complaining to the better business bureau and seeking out a lawyer to sue Lufthansa for the emotional damages, loss of wages, and ticket price.

On the 25th of November 2015 at Newark International airport, a Coptic Orthodox Bishop by the name of Bishop ** was flying to Cairo with connection through Frankfurt, the last 4 of the ticket number is **. The second we walked up to the counter to check the bishop in we were frowned upon and laughed at. This Bishop does much flying throughout the year and has never been mistreated.

First there was an issue with a carry on. Never was he asked to weigh his carry on until this flight. It is a small carry on. Because of his kindness and patience he did not argue at all and weighed it. We told them this is the bag he flies with everywhere when he flies and it has the same things in it. I do not want to say they were being racist, but he was dressed like an orthodox bishop, with a cover on his head full of crosses and wearing all black and a picture of a saint hanging down from his neck on a thin chain. They made a big deal out the bag and said empty it out or check it in.

While we were attempting to empty it out a female supervisor (we do not have names because they refused to give us their names) told the person checking the bishop in that the bag must be checked in, he is not allowed to carry it on. They were also laughing at us while we are emptying the bag not realizing we hear all this. We back up to the counter and they told us we have to check it in. We checked in the bag.

Next Bishop ** is a Gold star alliance member. When we asked them to put his number on the ticket, they refused. Say they cannot at first, then they decided to try. They entered the number incorrectly and said it will not work and tried once. This argument continued for about 10 minutes until another employee came by and fixed the number. They would not allow the bishop any of the perks he was supposed to get, such as the lounge, or priority boarding. When all the other star alliance airlines see his member number they automatically give him the perks he is supposed to receive.

They were very offensive. This is a Christian Orthodox Bishop, maybe it means nothing to them but the man kept quiet, did not say a word. Let us talk for him and all that was expected was respect and he received none. It is very disturbing that a major airline would operate like this and allow this garbage. How can someone dare stand there and laugh in the face of a bishop, let alone any human being. It is my belief that this was done so that they may get a negative response from him and have him thrown off the flight. The FAA, consumer affairs and many news organizations will be notified of this behavior. I will ensure that changes will be made at this airline.

Since I was not able to board the plane, I missed the flights and I had to stay in a hotel overnight. Moreover, I was offended as a Turkish Citizen among other passengers. Lufthansa should have covered my financial and emotional damage. But they didn't!!! Everybody must think twice when they plan to fly with Lufthansa...

No 2 - 3 months later - Flight delayed coming into Frankfurt, landed the same time as my other flight was taking off. Spent Friday night and most of Saturday travelling, I was back just for the weekend. - No 3 - Lufthansa just changed the flight time due to some problem in Nice, missing my connection flight. This was my final time as I confirmed to Lufthansa's staff, who laughed and they thought another crazy passenger. I got a letter from Lufthansa offering me a part credit which I still have, but was so fed up did not want to even correspond with them. They need the money maybe more.

Told all my friends who were regularly travelling sometimes with Lufthansa. They said you were just unlucky. 2 months later a friend who told me I was unlucky, was trapped in Frankfurt going home for the weekend. He arrived home Saturday night only to leave Sunday afternoon to come back. This was his last trip too with Lufthansa. The most frustrating part was that Lufthansa seemed to accept these problems and expected everyone to just fall in line with their staff strikes. What can we do sort of thing?

I advised my partner never to fly Lufthansa. She ignored me and said "it should be OK". Wednesday this week she will travel with Lufthansa, maybe...! Yet another Lufthansa strike has arrived with masses of cancelled flights, 113,000 passengers affected. Maybe time to Fly with others, unless you enjoy chaos and standing for hours with hoards of people trying to rebook flights. Since not using Lufthansa I have never had a problem flight. Even on company business I refuse to use Lufthansa even if it takes a while longer to fly.

As I arrived at 11:50 at the drop-off counter. I was aware I was late for this step. I asked the agent and her supervisor to try to still proceed with my baggage check-in but said they could not. I then asked to send my baggage on the next flight in order to get it later on once arrived in Gdansk. They refused too. Finally as I decided to leave my baggage to a friend to still catch my flight the supervisor advised me that he just cancelled my ticket! It was 11:55, i.e. 15 minutes before closing of the gates, long enough to pass the security and arrive on time for boarding (it took me ten minutes later to go from the counter to the gate). Despite my complaints I had to rebuy a new ticket for a flight a few hours later at a cost of 1017.04€!!!

To my first complaint in spring 2015 the only answer I got is that you considered I was late so could cancel my ticket. This is not true as I could have got to the boarding gate on time if my ticket wouldn't have been cancelled! Even your representative on the phone agreed that all the timeline provided was right. But she said she couldn't do nothing as "I was considered late". Following her recommendation I sent another complaint a few months later in September and I am still waiting for an answer...

GUESS WHAT?! I sent at least 10 emails, all we got back were to feedback ID numbers! My 4 year old kid got sick, I missed my meeting and we spent extra money to get to foreign airport! I am making sure people know about this and writing at every single social media about my situation! The reason I flew LH was their good reputation, professionalism and customer service! Guess what?! ALL FAKE PEOPLE!

So when we were directed to customer service they were very short and curt and stated if we wanted to catch the last flight to Barcelona we would have to pay the full fare of $400.00 each or not go! We stated we booked thru Princess Cruiseline and would understand a small rebooking charge but didn't think it was fair that no one attempted to find us at the gate. Needless to say we have written to their consumer affairs dept. two months ago and received no response. We paid $1500.00 each ticket and were disappointed in the way they handle this. They even had to unload all of our luggage off the flight we missed. Where did they think we went with a 2 1/2 hr. layover? Hmm, maybe at the original gate?

Later on, the passengers asked another flight attendant for the requested drinks. After some time she came back saying that they had run out of that type of drink. Then later on she changed her story, saying that as a matter of teamwork, she was refusing this specific type of drink as well, and that the story had spread itself amongst the entire crew. She, again, offered other types of spirits.

The situation then escalated to where the customers asked for a superior. At a later point, the Cabin boss came around and offered apologies for the way the situation was handled. I must say that this whole scenario could have been prevented if the first flight attendant would not have had such an attitude about nothing and again, nothing. The above was a perfect example of a flight attendant creating a conflict where there was none.

I did so that same day, gave full details of flights, seats, fee payment and received an email response that Lufthansa was experiencing a high level of workload and I was asked to wait for a response. Received nothing further 10 days later and emailed again. No response at all. This is a very simple matter and the evidence is readily available and indisputable. The sum involved isn't great but I will pursue determinedly via my credit card company and, if necessary, through small claims facilities here in the UK. At the moment, Lufthansa has taken and kept the fee for a service it did not then provide and its disregard of its responsibilities is surely disgraceful.

The trip was serviced by: United towards Europe (Washington to Munich) and we did get the seats at the time we purchased the tickets and they were next to each other. Lufthansa from Europe to USA (Munich to Newark, NJ) but could NOT get the seats when we purchased the tickets. Both years we had the exact same experience and most of the people on the plane had the same horrible experience with people traveling together being scattered all over the plane.

Timeline for checking in both years (2014 and 2015): We were in the airport more than three (3) hours before the flight and amongst the first passengers to check in. We were told to get the boarding passes from the automated kiosks despite the fact that if you have check in luggage for international flight you have to go to the check in desk anyway. The seats for I and my wife were assigned in different areas of the plane not next to each as you would expect. We asked the check in representative to assign seats for us next to each other as we were early at check in and there were more than 200 passengers inline after us. We were told that the plane is full/sold out and all the seats are assigned already. HOWEVER if we were willing to pay an extra fee, we could get reassigned seats next to each to each other.

My wife got a seat assigned in a row of four sets between people (they were three) that were traveling together and they had the same complaint. IF those three people traveling together have checked in before us, the application should have assigned their seats next to each other without gaps. IF we checked in before those three people, we should have been assigned our seat next to each other because there would have been four free sets available. While waiting to board the plane, the announcer said that first class was overbooked and if someone is willing to stay in a coach seat they will pay that person 1500 Euros. So there were seats still available in coach areas but they were claiming the plane was already full!? There was chaos on the plane as everybody was trying to find seats to trade for people traveling together to be able to seat next to each other.

SHAME ON YOU Lufthansa, it looks like you never get enough money out of people: Not allowing travelers to get their seats at the time they purchase the tickets. Where on earth do you buy a service and you do not know what you are buying? Imagine buying tickets to opera and not having the seats assigned when you purchase them! Overbooking seats in hopes that some people will not show up and of course you do not return the funds to those people. Have on purpose your seat assignment application force people to sit in different areas of the plane, not next to each other so that you can charge another fee on top of the already high priced tickets. The food was horrible too, people were returning their tray with the food still there.

So you can imagine my utter horror when at 11.16 am on the 8th of September (when in Vienna and in the middle of the conference) I received a text notifying me that both my return flights had been cancelled with no explanation whatsoever. The link provided in the text only worked after my 10th attempt and led me to a number to which I could not get through to while in Vienna. This was due to an AIRSTRIKE from Lufthansa’s own pilots!! My father in the UK could also not get through to their UK office to attempt to get the airline to move my flight to that evening or with another airline early on the 9th of September.

By this point I was extremely panicked and upset that I would be missing my Mother’s memorial and so I had no option but to re book business class with another airline at 503.12 with KLM (who were an absolute pleasure to travel with!) as the flights were filling up and other flights would not have not be back in to the UK in time for the memorial service. They are now currently ignoring my pleas for compensation, but have so generously refunded me the 80 for my return legs that were cancelled. I hope you can all appreciate the upset and stress that this situation has caused and that my experience will make you re think about travelling with Lufthansa! Thank you for spending time reading this :)

I also contacted United who told me there is an arrangement between partner airlines that has the last carrier is the one who is responsible for the luggage. I called Lufthansa, in Italy who informed me I had to call the USA. I called to the USA to ask what the procedure would be for purchasing clothing and was told to purchase clothing and toiletries as needed, no limit. I asked again, was there a daily limit of article limit and was told no and then to follow the online procedures. I did that and did not purchase excessively, but rather borrowed toiletries.

I followed the procedures online regarding contacting Lufthansa. I sent repeated emails to Lufthansa from June thru Sept., only to receive an automated reply every time. I tried every email on their site. I called the airport counter and told my story and was told by an employee there is an 800 number for baggage that she could give me, but it is only a tape recorded message. I also did that. At no time did any Lufthansa employee express anything other than I would be reimbursed for my expenditure.

Two days ago, after writing an email to the president of the airline asking for at least a response, I got a phone call in the middle of the day from a representative from Lufthansa telling me they would pay for 50% of any clothing I bought and 100% for intimate wear and toiletries. I could barely hear him and asked to send me an email, he did. I did ask why I was not told this the first time I called, at the beginning, no explanation. He also disputed the amount of days I was without luggage according to his delivery records but I am holding the packaging from the luggage when it arrived and the sign off by the hotel. Very, very unprofessional but the most ridiculous part of all, he told me I could return the clothing to Lufthansa with the receipts and then they would reimburse the full amount.

On Sept. 9th, a full three months later, they would like the clothing back and they already have the receipts, as I sent them according to instructions, in order to be properly compensated. What would be the sense of this action? I have contacted United, who paid for the expenses I had due to the cancellation of that flight and me arriving a day late to my meetings. I was informed their practices are clearly defined from the first phone call, they apologized but that policy is not in their area. Lufthansa handled this matter very, very poorly from the lack of response to the very unprofessional manner by the last agent. I caution anyone who flies Lufthansa to read any fine print you can and keep very good records if you are checking luggage. Do not do anything by phone.

After he collapsed just outside the men's bathroom, my mother was called to be with him. She does not speak the language and struggled to communicate that she would be back with her purse. When she returned to him, he had been taken to the hospital, leaving her in the airport with no information or means of communication for the whole night.

When she tried to go to the hospital to be with him, they demanded payment for 2 visas. She had enough for 1 visa and therefore she was refused entry into the country. She asked them to invoice her and promised she would pay later, they refused. Meanwhile at the hospital, they demanded payment of about 600 Euros that was considered extortionate by my father where by his condition could have been easily been controlled by simpler methods such as giving a high glucose or sugary treat.

This is not the first time that he faced this situation. Therefore the treatment and the cost that the hospital asked of my father were unacceptable. So my father respectfully removed himself from the hospital. The airport contacted my sister in Connecticut, US, to explain they didn’t know where my father was. Obviously we were concerned and worried; we managed to get in touch with my mother who by now had spent a whole night unaware of the whereabouts of my Dad. She explained what happened and even that she couldn’t understand what was going on due to the language barrier. We were able to request a translator at this point.

When he arrived at the airport, he was stopped by the police, taken into custody and was treated like a criminal further worsening his condition. After the investigation, the police cleared that he was free to go. Now Lufthansa refused to allow him to board the plane without any medical clearance. When the medical report was requested from the hospital, they refused to give it, as they said the treatment was incomplete. And so my father was advised to see the medical center at the airport for clearance.

The medical center did give him the clearance with a further charge. This clearance certificate was submitted to Lufthansa. Lufthansa once again refused to take him on the flight giving a different excuse, though he was cleared by the police and obtained a medical clearance. This whole ordeal not only gave my father emotional stress but also put my mother through emotional distress as she sat at the airport unaware of what was happening with my father. My dad was forced to buy new tickets from a different airline to get to his hometown. Lufthansa neither allowed him to board the flight, nor reimbursed the ticket amount. He got no help in getting a new ticket. The new flight was the next day and we requested a room and meals for parents from Lufthansa but were even refused to get that help.

While the airlines were waiting for the clearance certificate they missed more flights and had to endure another night in the airport due to the fact that Lufthansa refused to board them. My father had had open heart surgery and is a heart patient. Although this is not related to this incident directly it is important background information. We called the airport to ask them to give them a place to stay but again we were faced with refusal. They wanted a physical credit card for booking a cabin at the airport my parents don’t have one. We offered to pay cash/western union/credit online or over the phone NONE of these options were accepted by them. My parents were forced to sleep in the airport again!

They didn’t even offer meals knowing that my father is diabetic and his condition is controlled by insulin and food intake. They finally offered 2 apples, 2 bananas and 2 water bottles. After all of this my parents were finally at the checkout gate. They were approached by the translator; she explained that they still owe 150E to the hospital and they would not be able to leave the country without paying. So after paying for a clearance from the medical center and the hospital, and buying brand new tickets home they still had to pay a further amount.

My parents explained that they were traveling home after a long holiday in the US and were very low on funds. She then told them they had money because she’d been hearing this nonsense all day about no money and she was sure they had some. This was the last straw, my parents paid her from some money that they had been taking to Egypt for me and they left, boarded the plane.

This happened over 10 days ago and since they reached home, my happy, outgoing, father has not been able to leave the house, he has not even been able to speak to us on the phone and he will not entertain the idea of even going out for a meal, let alone leave the country again. As their children we are deeply concerned, probably more so than others as we all live out of the country.

I feel that the situation could have been handled differently with compassion and care. Had my mother been with my father for the first night, a lot of the worry and pain would have been alleviated. They should not have been separated and the events that followed were a direct result of this. I look forward to hearing your response on the matter; I feel that your policies and procedures should be revised. Personally we will never fly Lufthansa again and we will definitely not recommend to friends and family, a shame as we live across the globe.

When his superior came I told her they were rude. She said “No I know him” which mean I am not telling the truth and she never said sorry!! Then I had to go for not to delay the other passengers and when I was about to leave I saw her face pointing at me and blowing air from her mouth!! The flight attendant in the plane refuse to let me use the bag locker until seeing my ticket in an aggressive manner!!

The entertainment application wasn't working for more than one hour on the flight!! They announced on the plane that service will not be as it should due to sickness absence!! Due of all mentioned I couldn't sleep the whole flight. Had high pressure which result a headache the whole flight time and till now which result me seeking medical advice today and I may seek a psychotherapist in the incoming few days!! As of the minute I’m typing this I still cannot stop thinking about the humiliation, threatening, racist and embarrassment I experienced last night!!