Lufthansa Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Also be careful about the money they charged for a luggage, I booked Economy class and they charged me $142 dollars, because I don't know where did they get to Economy light. This is not a honest company. What do you do? when you get at the airport and you need your luggage to be checked. Be careful, avoid this airline. Now, I'm on a process to get my money back. I can prove that on my ticket the class is Economy class.

Original Review: I booked my ticket online, I wanted to make sure, one luggage was included on my ticket price, I booked Economy class, but when I went to the Airport, they said, my ticket was Economy Light, and they charged $70 dollars on my way to Tbilisi and $72 dollars from Tbilisi to LAX, this airline has hidden agenda, the worst service you can experience with an Airline, an instant coffee, the worst coffee you can get for $5 euros. Avoid to fly with this Airline, the ethics are super low.

When I checked online and on the app, our tickets were in fact confirmed. I have screenshots of these confirmed tickets on my phone. However, when I got to the airport, they told us that we did not have tickets and that we needed to go to the ticketing department to buy them. We were charged $418 at the airport for the tickets and the representative said that's all they can do and nothing else. She didn't even try anything else.

I have been lied to multiple times by Lufthansa's customer service department. I was told that a supervisor would call me back multiple times but that never happened. I was told that I would get a call from the ticketing department, but that never happened. I was told that I would get a call back from the rates department, that never happened. I was told that it would cost $3000 per person to change our tickets and then later told by someone else that it's not possible to change our tickets. I was told that I would be transferred to a supervisor twice and each time I was being "transferred", the agent hung up on me.

I have called their customer service number 10-12 times and have been on hold for at least 1 hour each time before someone has answered. That’s a total of 12 hours I have wasted being on hold, even though I’ve been told by Lufthansa multiple times that a supervisor would be calling me back. Rather, I should say that I’ve been lied to by their company. If the airline never changed our flight in the first place, none of this would have ever happened. The headache and heartache is not worth it! My recommendation is NEVER FLY LUFTHANSA!

We boarded the plane but had to step aside while the gal had to clear us. Oh yes this is Business class!!! Now about our dogs. Common sense would have been helpful. Dog is screaming. Having a panic attack, I am sure passengers hated hearing. All it would have taken was to hold him. Small dog does not shed. Hyperallergic. The reason was passengers might be allergic. This is a older dog. Loved very much. So the screaming went on for over hour. My heart broke, and as well my daughter's. She was sure he would die of a heart attack. The stewardess, was rude and said she would call the captain. My daughter tried to calm him by lifting his carrier closer to her. She had to set him back down. Poor judgement. Cruelty. Never again.

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 **).