Lufthansa Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

During the flights, I was not served as other passengers in business class. I had to get up and get what I needed. I know for sure that economy passengers faced similar issues as I had acquaintances traveling through economy. I am never traveling with them again. Frankfurt airport was super boring and people are just very standoffish! Also, if you are the lucky one selected for random security check, they won't just pat you down, they will violate you! You have to show your boarding pass and passport everywhere, it's agitating even if you just went to get something to eat which is literally right there and you are not leaving the terminal. Perhaps, it's the culture but it comes off as downright rude. Comfort was good. They are efficient and there was just one delay. Food was ok. Good luck if you're traveling with them!

Unfortunately, I believed her without getting any written evidence and that was my mistake. Do not trust Lufthansa! When I called to re-book his flight I was told that his ticket had been cancelled and the best fare for his return would be over $4,000 even though the same itinerary was available for $485 on the website (our original round trip tickets were just over $700 each). Lesson learned: do not believe verbal promises from Lufthansa agents and do not expect professional or humane service if you have an emergency situation such as losing your passport.

The manager (Josh) gets called up who has very rude questions as to how in the world we made it through security check with no ticket for the baby, as he laughs in our face and states that if we do not give our credit card ASAP that he will pull our luggage off the plane. He also mentioned coming back the next day. We scatter to gather the money and pay for the ticket. How horrible of a person must you be to act like that? If I had not loaded that plane I would not have gotten a chance to see my grandma who passed shortly after we landed. Later on the employees on the plane state that it was Lufthansa's mistake as to why we had to pay for the ticket as there was already a ticket paid for previously Vedad/6IJFPM. I do not believe that we should have been penalized for the baby and especially not for $3500.

Also the experience does not end there as we are checking in for the return flight, the employee states that now I the mother does not have an existing ticket, two hours later of waiting again with our two small kids to find out what happened this time, only to find out that that same manager ended up "accidentally" canceling my ticket.

The flight attendants were very rude and not helpful on this plane (by this point I just wanted to sit there and cry our eyes out). I could not wait to just get off this plane. Attendant I. ** was very rude to us. Every time that I would click the button for help she would turn it off and ignore us. At one point I waited 2 hours for her to get my baby some warm milk. When I asked what was taking so long, she attacked me and stated that it took a long time to warm the milk up. By the end of the flight I was informed that the plane was out of milk for my baby because they do not stock that much milk on the place. I would just like some answers please. Thanks.

Also in order to be on the safe side additionally during the flight Moscow - Frankfurt we advised flight attendants to remind their ground staff about our order to have assistance. Although the scheduled time between 1st (Moscow - Frankfurt) and 2nd (Frankfurt - Bilbao) flights is 50 min, before we have had successful and in time transportation experience with the same time limit in Paris/Amsterdam/Munich. For instance, we have the team who handled our delivery in Paris airport between terminals by van, and as you may be aware Charles de Gaulle airport is not small place at all.

Our flight LH1445 left Moscow as scheduled and arrived without any delays in Frankfurt. But the plane was landed to different position vs. Lufthansa's info at website when I had bought the tickets. Moreover we were not informed by Lufthansa about it upon our landing. Nobody at Lufthansa cares about that. In such a case they should spur up the process in order we will be in time to arrive at the boarding counter until after the boarding deadline. And although it was meeting group of ground staff with BILBAO sign at the entrance of the plane they advised us that we should go by standard bus.

Only two (2) assistants instead of three (3) ones met us after we have had to spend additional and unwanted time to get into the terminal due to Lufthansa inappropriate info. The a/m assistants spent residues of our limited time again inappropriate way - they talked over the phone more than necessary to know the route. As a result of this firstly we have had to go thru security and only after this thru passport control. And its real contradiction to standard practice, firstly passport control and then security one. Let alone about rude and impolite way how security procedure was made in Frankfurt airport/Germany, the main point was that as a result of assistants error we lost additional 10 15 min. But although the assistants saw the situation they didn't make any efforts to help us to go to the gate asap.

Also the manager of the gate No. 38 didn't want to persuade the flight crew to wait additional 10-15 min. It's a shame. As a result of this we have had to wait the next flight of Lufthansa more than 5 hours. And our replacement Lufthansa flight from Frankfurt to Bilbao was delayed without any visible explanation on 15-20 min. As a result of this we missed the last bus from Bilbao to our hotel and I have had to pay for two (2) taxies additionally. I've put the claim to Lufthansa with the full description of all the above one (1) month ago. And asked them to reply:

Why nobody at Lufthansa didn't care about us whereas the plane was landed in different place vs. we found at the booking at Lufthansa website? Why we started to go thru security whereas the standard practice to go thru passport control firstly? Why vs. usual practice we have had to go thru security control twice for the same flight? Why Lufthansa assistants didn't know the route how to get to the gate of our 2nd flight (Frankfurt - Bilbao)? Why Lufthansa assistants were so impolite and didn't make any efforts in order to spur up the process for us to be in time at boarding gate? Why Lufthansa replacement flight in which we have had to fly to Bilbao after 5 hours waiting in Frankfurt airport could be delayed on 15-20 min and our flight LH1144 (from Frankfurt to Bilbao) couldn't be delayed on even less time which was lost fully due to Lufthansa improper and unpleasant assistance service?

And you can imagine my annoyance and resentment that instead of answering on my questions the above, I got just formal apologize emails from Lufthansa Customer Relation that their great concerns is to be a reliable partner for our passengers etc. It's a shame to write such dole letters when we have had to suffer more 5 hours in Frankfurt airport with elderly people, my disabled older daughter yrs with severe spine diagnosis and my younger daughter of 3 yrs due to full lack of responsibility and any care of Lufthansa. Last but not a least having put of all the above I would like to share my family bad experience to protect from care and great concern of such company as Lufthansa.

On top of that, the customer support at the Lufthansa counter at the airport were totally unhelpful. They simply gave me a call center number and asked me to speak to them on Monday as the call center was not available at the time or on Sunday. The customer support at the Lufthansa counter at the airport also refused to book me a new ticket and said that this can only be done through the call center. I was also advised that refund for the ticket will have to be processed by the call center.

Today, when I spoke with a customer care executive at the Lufthansa helpline, I was told that I am supposed to write to their e-sales team and that even they cannot help me. These are pathetic standards of customer service and I am left to feel totally helpless. I have now written to their e-sales team and am awaiting a response from them. But in the meanwhile I like to know my legal recourse here. Important work is pending in DC and I am in Delhi clueless about my refund status and if I can get another flight and when.

Now you're not supposed to get angry at an airport but honestly with answers like that, and with their custom smile... my god... I wanted to hit them. Then I went to customer service, what now I asked? Book a new flight. THEY ONLY PROPOSED ME THE 1ST CLASS TICKETS THAT COSTED 675 EUROS EACH!! They said there were no other seats! Then I took my tablet and checked myself, THERE WERE STILL TICKETS AVAILABLE FOR 320 EUROS!! ON THE SAME PLANES!!!

Now, their lousy service got me into a mess and they wanted to make sure they made as much money from me still!?!?! I HOPE THAT COMPANY GOES BANKRUPT!!!! I rented a car instead and drove the entire way to Belgium. A 9-hour trip. Never in my life I'll book with those greedy ass bastards again!! And the next time I read in the newspapers about mass layoffs in the airway sector, I'll raise my beer and say cheers!

I immediately filed a complaint and a report. After a 45 day wait (where Twitter agents advised me regularly that I was going to get a call any day now) I finally got a phone call. From England. Yes, the NYC agents and USA agents were so busy, they couldn't be bothered. So they kicked me over to another continent where the woman, Nina, advised me that she couldn't do anything for me. Nina claims that they didn't damage my bags and I have to take it up with the shipping company. The problem? I DIDN'T ENGAGE THE SHIPPING COMPANY! LUFTHANSA DID. Why is it my responsibility to chase down the company Lufthansa hired? It was their responsibility to send me my bags in reasonable condition. They contracted that responsibility out. The bags did not reach me in a reasonable state. My items are now damaged. The fact that Lufthansa chose to hire a company to ship me my bags does not absolve them of liability or responsibility.

The agent from England told me, "I have a leather jacket and it has gotten wet before. Your jacket shouldn't be ruined. " Well, thank you for that insight Nina. Crackerjack customer service. I am so beyond infuriated with this company. 45 days to wait only to be told, “Go chase the people we hired?” Disgusting company with disgusting disregard for customers. On top of that, Nina blamed the 45 day wait on me saying I emailed the wrong email address (despite being told that was the email address to contact by both the JFK agent and whoever mans your Twitter account) and that I wasn't providing the reference number above despite me having included it every time.

Sure, it was Business Class, but I generally fly Business Class, and I can assure you that no American carrier would have done this. On board, the steward was aware of my predicament, stowed my carry on for me and bought me some ice water as we began pushback. Both meals were excellent, and the aircraft and I were in Washington with plenty of time for the connecting flight to AUS. A great and surprising experience.

The way back, however, was an entirely different matter. Our flight left Helsinki 40 minutes late - although only 25 minutes were initially announced as delay. We took off 40 minutes late, however the pilot assured us that we'd be even later still! Due to rough weather conditions in Germany, our flight would take longer than planned. That, on top of our delayed departure. We were assured that all flights from Frankfurt will leave late as well due to the weather, and that in any case we should rest assured that their professionals knew of our layovers and were monitoring our flights to make sure we arrive to our final destination. This "do not worry" was mentioned several times.

The flight was pleasant, sure, and I relaxed enough. When approaching Frankfurt, the pilot announced a dozen of gate changes and warned the short layover flights - which once more assured us that our flight was monitored and that Lufthansa knew of us and our situation. We touched down 50 minutes later than scheduled. We got off the plane 55 minutes later than planned, but I went straight to the gate agent to ask where the connecting gate was; assured that they'd be professional and aware of our situation and wait for us. The agent told us where the connecting gate was (at the very other end of the terminal, a floor down) but then she called us back because our flight had just taken off and there was no one at the check in gate. Even though we were assured several times during our flight that the airline was monitoring short layovers!

We were directed to a service center, which was conveniently located to the other end of the terminal, a ~15 minute walk/run, and poorly signed - we waited in a queue only to be told we'd need to take a ticket before addressing them. Poorly signed fact, as many people were uselessly queuing without their tickets. The staff was friendly enough once we had the ticket, and rescheduled us the following morning, on a flight that was, by their own admission, "already over-booked by double digits".

They also were unable to give us seats and told us we'd have to obtain them from the gate next morning. Lufthansa paid for the accommodation, dinner and breakfast in a hotel not far from the airport, however when we got there we had to wait for about 25 minutes to be checked in, because the queues were so long they didn't even fit the lobby and flowed to the outside of the hotel.

Out of the unplanned ~11 hours we spent in Frankfurt, only 6 were spent sleeping/resting, the other 5-6 were spent standing in different queues. The next morning we got to the airport at 7:30, a good two hours before the boarding to our flight. It took us 1 1/2 hours to get to our gate, and for those one and a half hours we had to queue in multiple, badly signed queues. German efficiency? Not in Frankfurt airport, and definitely not with Lufthansa. We got to our gate 30 minutes before boarding, worried we'd not have time to obtain our seats. Of course no one was there when we arrived, but once people did arrive, they said they couldn't give our seats before everyone else had checked in.

Also, since we didn't have seats, we weren't allowed in the 'lobby' with chairs that was behind the check in counter, so we had to wait for other 50 minutes on our feet, until everyone else was checked in! Our "luck" was that some family did not make it to check in on time (probably arriving via another Lufthansa flight) so we were finally assigned seats. The last ones there. It feels like Lufthansa played lottery with OUR time, and it was only by accident that we're not still in Frankfurt airport, sitting in some queue. Oh, and the flight from Frankfurt also left with a delay, in good Lufthansa fashion.

Did I mention that one of our luggage got damaged too? Because it unsurprisingly did. Overall, entirely unprofessional airline, careless with their customers having layovers (in Frankfurt they knew we were on the delayed flight, where else would we be?) and seemingly routinely unable to be on time. Never using their services again, and I regret giving them money to ruin the end of my vacation.

I did not receive such any phone call. I have had to make close to 20 calls for information on my baggage to be delivered to me in Boston given that Lufthansa and their courier provided no notification to me regarding status of my bag. Without my knowledge or phone call or any instruction, the baggage was delivered to my hotel in Milan the following day with no attached details (instructions of my name, room number etc). The hotel received no paperwork or information from the courier other than noting it was for a guest. As a result, hotel did not know who the baggage belonged to and placed the baggage in storage. Lufthansa has been unresponsive and unhelpful in resolving this issue and I am extremely frustrated.

Okay here is the thing: The information on the ticket could have been easy to read if it did say the 1:40 was either check in or departure time. For those of us who don't fly often, bare numbers are just confusing. When we arrived there was still some 20 minutes. It was perhaps possible for those coworkers to hurry us in and that way my parents would not miss their flight. Very poor customer service! The coworkers didn't want to even talk to us let alone to feel our frustration. They just ignored us. All they said was we were late and we should buy another ticket somewhere else. Okay, we sadly missed the flight as a result of miscommunication. But should we have not been given some kind of help out of fairness? We called Lufthansa office, and they told us that we needed to buy another ticket which we later bought for 2200$. That was extra money out of my tiny pocket. I was expecting some kind of understanding and help.

Tomorrow morning children were split in three groups! Their teacher asked for assistance since all of them are under age of 18 (better to say under 16) but Lufthansa asked for 200 EUR per child surcharge for the assistance!!! First group of children was sent on direct flight Frankfurt-Belgrade but the other two groups were not that lucky and had to fly Frankfurt-Munich, wait in Munich for couple of hours and then fly Munich-Belgrade. All of this made children quite scared. For parents this was also very frustrating experience. Lufthansa did not provide any assistance for the groups of children who traveled alone and also did not provide them any vouchers for food in Munich. Service of this company is below any decent standard and this company should be avoided.

The trouble was that the overseas legs of my flights were operated by United, one of their sky partners, and United simply sucks in so many ways. For instance, United cancelled one of my flights but never let me know! Fortunately Lufthansa handled my re-booking and put me on another flight with AA (United eventually would cancel my next flight because I never "showed up" for the 1st flight, the one they'd cancelled, but it was Lufthansa's customer service team that had to straighten all this out for me). I'd be happy to fly with Lufthansa again if I was guaranteed to fly with Lufthansa and not United.

Original Review: July 1, 2015

My husband, my daughter and I arrived today at Minsk's airport to take the 6:40AM flight and we learnt that we couldn't fly because the airline made a mistake on my daughter's ticket travelling on my lap. So I had been told "Your husband and you can fly but your daughter cannot"... trying to be funny... The person on site supposedly phoned Lufthansa in Frankfurt but no one answered her. Additionally her computer was down. So I used my US phone to call US customer service (which cost me a lot of money). I don't know who made the mistake either the check in or Lufthansa but this was very STRESSFUL especially with an infant. Moreover the airport is 2 hours away from our home so we had fun driving back and forth.

Someone from Lufthansa called us be back 30 minutes later to let me know that my husband, my daughter and I had been rebooked the day later. We had been proposed two departing flights from Minsk 6:40AM or 2:20PM. We picked the 6:40AM since the layover in Frankfurt is longer. We were supposed to receive a confirmation email and a phone call but NOTHING came 3 hrs later.

After checking my booking online I realised that my husband was booked for the 6:40am flight but my daughter and I were booked for the 2:20pm flight from Minsk. Was the person on the first call not listening?! Wasn't it logical to book the whole family on the same flight especially if there were available spots?! AGAIN I had to call the customer service. The first person I talked to told me she could not change my daughter's and my ticket. And that having 1h00 layover in Frankfurt to catch the international flight to NYC is not a problem. REALLY has she already traveled with an infant?!! And to the USA with stricter security measures?!

I called again and after 59 minutes the problem was finally solved!! (first I was asked to pay about $1000 to have my daughter's ticket and mine changed, but after reading the notes the agent understood the situation). I DID pay initially an extra fee for my husband and I to have an assigned seat with a bassinet. After this call a request has been placed and while boarding we realized we had NO bassinet. I had to complain again! To finish, this is UNACCEPTABLE to experience such problem with an infant and moreover travelling on lap. This day has been VERY stressful for the whole family and I now realised that "no one is sorry for the inconvenience" because I haven't heard back from the customer uncaring relations for over a month.

The paradox is that immediately after my accident (three weeks ago) I have already flown over 34 hours from Australia to Italy with Emirates Airlines which have been extremely nice and available regarding my needs and provided any care needed to ensure my comfort and safety on board allowing me to board their 380 Airbus with a simple letter from any physician. On the other hand Lufthansa's response is truly the bottom of the barrel of customer service and disappointed me beyond any limit by strong-harm me to surrender to their unreasonable conditions which I cannot even afford to pay for.

When I went there, the lady said that my ticket was of K fare. So she would only be able to give me a ticket of the same fare which was not available for the next 2 months. I said I am ready to buy an expensive ticket and pay the difference because it was very important for me to go to India but they did not do that. They said that they do not know how much the agency has charged me for the ticket as the travel agencies buy tickets in bulk. But if a customer is facing some problem, is it not the responsibility of the airlines to help him out? At that moment, only the airlines could help me out but they did not. They said the only thing they can do is to book a new return ticket and my existing ticket would go waste. There were a few more people who were on the same boat but they had enough money to book a new one and go. But I did not.

So, I contacted this travel agency to re-book the ticket for me, and they said that the new ticket would cost me $1100 more including all sorts of taxes and re-booking charges and all. I, being an international student here in the States, could not just take out that much money and give it to them. So ultimately, I had to miss the flight and the very important function that I had to attend. I then thought that I would buy a new ticket from Chicago to Delhi and keep the return ticket as it is. But I was told that as I did not take the previous flight, it was a no show and the return ticket became invalid. So my entire money was gone and I was given no refund of any ticket whatsoever and had to book a new itinerary altogether.

I never expected such treatment from Lufthansa Airlines and the travel agency Travelmerry. This seems to be going on for a while and the airlines and the agencies know about it but have taken no action in educating people about this. This is such a petty way of making easy money by luring the international students to buy cheap tickets and then taking all their money away. Whenever you go online to book tickets, you'll see the same Lufthansa Airlines ticket everywhere. Moreover, apart from being cheap, the journey time is surprisingly the least with two stopovers. It is very easy for them to blame the customers for everything. But it is the responsibility of the airlines to educate the customers and warn them about things they might not now, instead of hiding important information and looting the customers. I hope justice would be done and I will get the refund of the money that has been taken away from me.

But 23 hours before the flight I tried to print the check in form. The site demanded for Europe's Visa and it did not let me print the check in form. When I questioned the operator of Lufthansa on May 23, 2015 she said since these tickets have two stop over in Europe my wife must have a visa but if there was only one stop over she would not need any. I have asked to talk to the supervisor for a solution - Mr. ** with ID **. When I explain the situation, he in a very authoritative and ugly manner said "It is your responsibility not us. This is it you like or not." When I asked for his superior he said that he was the only power there and this is dead end road. I was on the phone more than two hours talked to ** and three others. Most of operators were so polite but Miss **.

On May 24, 2015 five hours before the flight I have talked to Mrs. ** Duty Manager and explain the situation. She changed the itinerary to one stopover instead of two and charge me $390.22. Separating the kids from their mom from Frankfurt, Vienna to Tehran alone. I was told if you want them travel together I have to pay about $1200 for one way and twice as much or more for round trip.

My wife's passport will expire on October 25, 2015 and return ticket is for August 4, 20015 and she was told in order to get Schengen visa her passport must have at least six months before expiration and if she wants to change her passport my being in Iran to sign for permission to change is a must while I am in USA. All of these work and frustration is only because of Lufthansa's greed to sell ticket with no regard to their customers. If Lufthansa's computers can stop you from traveling through one itinerary because of two stopover in Europe they surely should stop you when you are trying to buy the ticket especially when you go through their operators. I was not the only one going through this problem I have meet at least two others with the same problems.

At the time of purchase of these tickets I had many choices to get them from other airlines much cheaper and more convenient way to travel, but I did not know Lufthansa's ethics and truthfulness has changed so much for worse than it used to be. Despite my best effort to solve the problem with this airline which they are one hundred percent responsible. They seem to be as arrogant and disconcerted about their unethical way of business.

It has been 72 hours and no ticket is issued and my money still has a hold so I cannot purchase another ticket. I spoke with ** in Canada who hung up on me. She was a supervisor but refused to provide me with any information how I could escalate the issue farther. She also refused to provide me with a direct line, or email the bank could use to contact them. She said the money will be released in 5 business days and if it is not then Lufthansa has no control and nobody there is capable of sending a courtesy email to the bank. I explained that 2000.00 is all that is available at this time on the card so I could not purchase another ticket until they release these funds. I also said I was fine with still using them if they would just issue the ticket since they had a hold on the money for three days. Her response was that it was an unfortunate situation.

The bank tried to call as a favor to my husband but was placed on hold for so long. They said they would be glad to call but needed a direct line to call not the reservations general number and that they need to speak with Lufthansa or the money will take 30 days to be released. ** from Lufthansa told me she never heard of this and she deals with banks from around the world and was less than professional. I worked in a call center for years and eventually was a supervisor and did quality monitoring and Lufthansa has terrible customer service on many levels. This flight only had one connection and was 150.00 cheaper than Delta and Air France; however, I regret my using Lufthansa. It sounds like they have a lot of problems with their website technically as well since ** told me she deals with this issue all of the time. Do yourself a favor and do not fly with Lufthansa.

Due to the delay and inadequate alternatives provided by Lufthansa I had to be picked up from the airport to make it to a wedding in time. The earliest onward connection that I was offered would have brought me to Stuttgart two hours later than planned. To ensure we would arrive at our destination in time (a wedding, no less) I was picked up at the airport - a detour of roughly 200km as we could not drive the originally planned route.

Because my outbound flight was not complete, I was told at the airport to later call the Lufthansa hotline which took about 50 minutes on the phone. The first day (after 20 minutes on the phone) I was told to call again next day as some system hadn't been updated. The second day it took more than 25 minutes of waiting before I got to speak to an operative. I wait for an answer for more than two weeks and it's impossible to talk to someone for complaints/refunds. Please avoid them, the way they treat the customers it's just ridiculous.

Then she asked me to wait, and she called the security on board and told them to make sure that I will not open the carrier. I was taken by surprise by this rude manner. I did not ask her to speak nicely because I was already nervous of the flight and was astonished of her behavior although I was agreeing with the rules and I intended to follow them. Silly me I told her at the end "Thank you". I was more nervous during the flight because of that. As it was my first flight with Lufthansa, I think I will reconsider any flight with it again.

They answered some days later saying it was not their problem. I had not paid, and that was all. Incredibly, when I wanted to buy the second ticket that same day I had to pay almost a 100% more for the ticket. The Price had rised almost a 100 % in a week. I tried to contact them again to try to get a better polite price, but they only gave me some "Luftarrogant" frequent flier miles that I am not going to use in my whole life, because I promise, I prefer to die than using "Luftarrogants" or German "arrogant" wings for the rest of my life, because of the way I was treated.

Firstly, we had to wait 2 and a half hours at baggage drop off in Birmingham apparently due to a computer problem, even though we had already checked in online. This would have been ok, if it hadn't been for the disorganized and chaotic queuing system, where people were allowed to push in and the queue for people who had not already checked in was moving freely; people seemed to be only waiting for 10 minutes at most. I thought the whole point of checking in online was to make it quicker? But worst of all was the rudeness of your staff when we just wanted information as to what the delay was.

Secondly, upon arriving in Frankfurt, we had missed both of our connecting flights. The worst thing about this was that there was nobody from Lufthansa available to give us any further information about what to do next. We wandered around the airport for a long time, went past several Lufthansa customer service desks, quite unbelievably without a single member of staff!!! This is shocking at a main connecting airport. At this point, I was tearful, scared and nervous because I am not a frequent or experienced flyer and I did not know what to do. After asking several Lufthansa staff around the airport, who were all very rude, dismissive and poorly informed, we were finally directed to a huge queue for re-booking.

We waited here for hours and hours, without even being sure if we're in the right place. There were a lot of panicked people, not knowing what was going on. During this time, more rude members of staff approached us to ask what we were doing in that queue, in a careless tone, almost acting as though we were standing there for fun! But not a single member of staff came to give us any information or reassurance. In that situation, a bit of friendly service, a smile or some words of comfort would have made all the difference. Is it not a requirement for Lufthansa staff to have good manners at the very least??? While in the queue, we saw that there were several computers free, with some of your staff just sitting around just chatting with each other; this was truly shocking!! How unprofessional.

We were finally re-booked on a flight for the next day after many hours. In the meantime we were sent to a hotel that was miles away, in the middle of nowhere, and told there was a free shuttle to get there. There were loads of people pushing to get on each shuttle, without any organisation from Lufthansa once again. After more hours of waiting and being pushed, we paid 40 to get our own taxi to the hotel. Now, this holiday was supposed to be special. I can rarely afford to go on holiday, and have been looking forward to this for nearly a year.

Thanks to the rudeness, lack of professionalism and lack of anyone who knows what they are doing from Lufthansa, our holiday has been ruined. I feel like I do not want to continue on our journey and would prefer to go home. Your company need to look at your recruitment process as the service is appalling. Now I am sitting here in this awful hotel, feeling utterly depressed and helpless. Thank you Lufthansa.

Lufthansa has the worst customer service on the planet. They have no phone access to a human being. All you can do is email, snail mail, or leave a message. None of which are ever returned or acknowledged. After one particularity egregious mistake that stranded us in Munich at Christmas, I even resorted to writing letters to the Executives in charge of Customer Relations, Sales & Marketing, and the CEO. In total I sent ten letters over a six month period and NEVER had any response from any of these people or the airline. Avoid this airline at all costs.

Next day I went online trying to pick my seat but could not do it. Called Istanbul Lufthansa and was told that my booking would take a bit longer. The following day I called again and was told that all was fine but just was not showing online and I needed to call back in the afternoon. After 3 more calls, with 6-8 minute wait for each, and after a representative hanging up on me, I was told that there was an error in my booking. I was asked to pay an additional $1056 if I wanted to be on this flight. This is on top on what I already paid for round trip to Istanbul, $300 rebooking fee and 20 euro penalty fee. The representative was not willing to come up with any solution.

The upshot: I either pay an additional $1056 or I don't get on this flight. There has been no response from customer relations, other than "we received your email." This is an airline that gets away with blatant extortion! If you don't want to be stranded at the last minute and required to pay a thousand dollar ransom, DO NOT FLY with LUFTHANSA.

They did not offer a refund nor a telephone or email form of communication, just denied his boarding and "Please leave." Because he was 88 years old and far from home, my wife also cancelled her flight to rent a car and take them both home. I flew alone. After my return, I called Lufthansa to get a refund for my father-in-law's ticket. The Lufthansa representative said my father-in-law never came to the airport because his ticket was marked by the Lufthansa agents at MCO as a "no-show." This is clearly false because it was at the airport that his boarding was denied. Yet they falsified his ticket by entering "no-show" as the reason he did not use his ticket.

The proof he was at the airport was the unused ticket of my wife, after she had checked in, because she had to stay with her elderly father. Further, Lufthansa lost my luggage on my flight and had people sitting in the seats that were supposed to be for my wife and father-in-law. Their false claim that my father-in-law is being used by Lufthansa to deny him a refund for his ticket.

The fact was that the airline refused to allow me to board, with the argument of my passport would expire in less than three months, this, despite I explained the reason of my fly was precisely to collect my new passport and showed proof of what I was saying. They argued that the decision was made after having contacted to the concerned persons in Frankfurt. I highlighted the fact that due to it was late night in Frankfurt, most probably there were no Senior personnel on duty enough empowered to make a decision.

I argued that at the time of my arrival in morning times there would the right person to talk to and also I would have the resource to call to my Consulate who would confirm the reason of my travel and could also fax a copy of my new passport. I highlighted the fact that, holding a valid passport, with a return ticket for the next day and being able to demonstrate the reason of my short trip was precisely to collect my new passport, it would be very unlikely that they deny my entry. They responded to my arguments on the pretext of not being willing to take the risk of being fined. They emphasized that the only way they will allow me to board would be if I get a Visa from the German Embassy.

As an alternative, the person in charge of LUFTHANSA operations suggested me the option to fly with another airline, which flight to Frankfurt would depart one hour later; he would transfer my ticket to GULF AIR and from my side I wouldn't tell them the true, instead I would say that I lost my flight with LUFTHANSA due to it was closed when I came late to the airport. I explained the situation with my passport to the staff of GULF AIR, and after some consultations they accepted me of their flight. My boarding pass was issued, I made all security and immigration and was about to board, when suddenly they stopped and notified me that I could not take the fly. I inquired about the reason of this last minute decision, and the airline officer told me that they were aware of the real reason why I did not fly with LUFTHANSA, which mean someone from LUFTHANSA staff filtered the information to GULF AIR.

At that moment I felt like a Jihadist being stopped when attempting to board a flight aiming to join the IS terrorist group. Everybody was looking at me. Given the importance to get my new passport, I decided to stay in Bahrain until the next working day, in order to go to the German Embassy. I went there, but they told me there was nothing they can do because I don't require a visa to enter Germany. I asked for a kind of waiver, but they said that they cannot issue that kind of documents. Due to the negative response, and taking into account the categorical position of LUFTHANSA staff in Manama, I decided to go back to Saudi Arabia.

The decision of the airline cost me, beside a very big displeasure, three days of stay in Bahrain (hotel, food and taxis), taxi from Bahrain to Saudi Arabia, cancellation fine of my room booking in Frankfurt plus two off-duty days without payment. AS IF IT WERE NOT ENOUGH, THE AIRLINE REFUSED TO REIMBURSE ME THE 100% OF THE AIR TICKET; INSTEAD THEY FINED ME WITH €200. In response to my complain through LUFTHANSA website, the only answer I received was a call from the Customer Care Department officer, who limited to apologize for not allowing me to board the flight. There was no clear answer to my complain on the information filtered to the staff of GULF AIR that caused their last minute decision and exposed me to a very embarrassing situation.

Regarding the unacceptable decision taken by LUFTHANSA to charge me a fine of €200, the answer was, there is nothing they can do, due to this is an issue with another department. I want to highlight that one week ago I traveled in a business trip to the cities of Muscat, Oman and Doha, Qatar, in the same circumstances and the airline Qatar Airways was willing, diligent and capable to handle the situation. I will conclude that at the end of this story without a happy ending, there are two losers: I lost an appreciable amount time and money due the unwillingness of the airline management to take what I call a calculated risk; and LUFTHANSA lost a loyal customer.

I was hoping that LUFTHANSA would take more seriously my complain; unfortunately this did not happen. A simple apologize and the insistence on justifying the decision of the airline, ignoring the consequences that such a decision brought to me does not compensate me at all, given the costs in terms of time and money and the very evil moments that LUFTHANSA made me to pass. To finish, I will say that I am extremely disappointed with the very poor, unprofessional and careless service given by LUFTHANSA in this opportunity. From now on, I will delete LUFTHANSA from my favorites airlines list, therefore, I will avoid flying with them unless is strictly necessary.

The Lufthansa agent in Abu-Dhabi refused to extend any help to us. Even after accepting to buy new tickets to continue our journey to Muscat, this agent refused to help with buying the tickets and asked me to try to buy them online (as it was impossible for me to get outside the international zone). I was really lost with three kids on my hand and not knowing what to do! My elder son tried several times to make bookings online but failed due to some problems with the couple of computers available at the airport. It is only after my spouse in Muscat arranged to buy new tickets from Muscat with another airline that our nightmare ended. We spent the whole night in Abu-Dhabi and finally took the Etihad flight the next morning with no help whatsoever from Lufthansa.

We have been customers of Lufthansa on several occasions over the years and we never expected that such a terrible/inhumane experience will be imposed on us by a 'reputed' company!! It was an extremely bad experience and a nightmare that we will never forget...

My each luggage was around 20 kg and the carry-on + laptop was totally 14 Kg (I had put it inside the carry on in order to not carry lot of stuff my crutches). Despite my surprise, he asked me to take out the laptop and let the carry-on be exactly 8 kg!!! I was supposed to ask him to accept my carry-on with the check in baggage but he refused!!! I used to take all the baggage again and move some of the stuff to them to reach to the desired 8 Kg of his opinion. He even didn't pay attention that with crutches I couldn’t carry on heavy 20 kg luggage and when I told him, "I will inform customer service about your attitude," he answered, "Yes, please do that. I'm tired of this job and I don’t have any further motivation!!!"

I don’t remember his name but most likely Samani or (not sure). Hereby I would like to appreciate all cabin crews especially their supervisor who were very nice with me and check in my carry-on before boarding to the luggage. I expect to receive a proper answer and re-action to this rude person to avoid ruining the image of Lufthansa.

I think their customer care is very bad and they cannot admit they are wrong.

In every German airport, there are often security guards at the gate to check documents of arriving passengers from certain destinations!!! Those guards are the most racist filthy you will ever see in your life. There were dirty ugly deformed people. They bark like dogs. Not surprising, because they were raised like animals so they act like animals. Their job is to stop people and check their documents. Of course, the only people were stopped were non-white. They asked the stupidest questions I have ever heard and they never ever say excuse me or thank you because they believe that you don't deserve to be thanked. What a heinous creatures!! Every single time I been into Frankfort airport I have seen this and every time I had to stop and observe them from distant and I always see them with this disgusting attitudes. They have absolutely no shame at all discriminating against others in front of public.

When I went to catch my connected flight there were three security checks and of course the only people who were checked, asked questions, not thanked are non-white. The employees have absolutely no shame at all doing this!!! It is so disturbing that an educated person have to deal with these filthy rude creatures. Apparently these creatures called Germans think that being a non-white is automatically classifies you as poor. Really!!? I have never seen a German who is rich but I have see a lot of Asians and people from other nations who are insanely rich and highly educated. In fact the average income in places such as Japan is much higher than any European country and teenagers in oil-rich countries, for example, drives Ferraris that no German will ever dream of.

I once had a flight from Germany to Toronto, Canada. The Lufthansa representative was acting extremely rude. When I arrived to Toronto I sent a formal complain to Lufthansas headquarter in Germany and demanded an apology. Guess what happen? The headquarter sent the complain to their office in Toronto and let the nice Canadian apologize!!! because Germans are too good to apologize for someone whose name appears to be a non-white!!! What a disgusting people!! No wonder this airlines is the cheapest, low-class trash airlines.

The United Airlines is one the most pathetic flights I have traveled on. No help or preference given for passengers travelling alone with a 2-year old child. On the contrary the air hostess was extremely rude. Here is my experience with a particular air hostess on flight UA 50 on Nov 11, 2014. She gave her name as Julia and I would describe her as average height maybe 5.5, on the healthier side with straight hair. When they came in for the first service round of drinks, I asked for some juice for myself. I realized that my 2-year also wanted some orange juice and hence said "Excuse me, would it be possible to get some juice?" for I really was going to say for my child but before I could complete this sentence, the air hostess, Julia literally screamed at me and said "Can't you just wait. Can you not see there are others waiting? You already got one cup." I was shocked to the core at having been spoken to like this on simply asking for some juice for the child. This is appalling behavior.

Anyways, she eventually did not even bring the juice and my child went thirsty. I then needed to find out which lavatories had diaper stations and so I went back to ask the air hostess. I spoke to the same lady, she was again very rude while speaking to me and turned her head away. It was then that I asked her for her name and she again rudely replied "Julia" and again turned her head as if to avoid any further questions. I was under lot of stress and mental agony after this behavior. I was already travelling alone with a 2-year old and this is the kind of treatment I got. Your website mentions a so-called pleasant experience and preference for people with children. All false. The airlines you associate with should have the same respect for passengers. This was downright condescending treatment.

Secondly, I had reserved my seats for the flight from Frankfurt to Pune on Lufthansa's website. Even now, I can see the reservations as 11D and 11E. When I checked in at Newark , they did not give me a boarding pass for the connecting flight from Frankfurt and I had to go through the additional hassle of checking in at Frankfurt. When I did check in at Frankfurt, they have me seats 19C and 19D. I told the lady that I had already reserved 11D and 11E, but she said she did not know. This is completely cheating the passenger. And on top of that, the seats 19C and 19D were not even together.

I got the shock of my life when I boarded and saw the seats were on opposite sides. In other words the seats were separated by the aisle. How is a parent expected to take care of a 2-year without getting up, which at times is not even permitted (landing/takeoff, weather turbulence, etc.) or may not be possible for reasons related to the parent's own safety or safety of other passengers. Also is it right to expect a 2-year-old child to sit next to a stranger? Completely appalling that Lufthansa would give a 2-year-old child travelling alone with her mother completely different seats. Did you really expect a 2-year-old to sit separately from the mother?

I was in absolute distress. The flight air hostess just argued that she could not do anything and that I should just take a seat. When I did try to put my child in the separate seat, she was so scared and started crying constantly. Hence, my child's safety and health were put at great risk. I am due to take a return flight and as a mother who has to travel again with a 2-year-old on the same return flight, the mental agony and stress I am under is hard to describe in words.

Long story short, she said and documented that it was found and placed in a Lufthansa office, where it was apparently stolen, leaving only the case, apparently by a Lufthansa employee. We called a customer rep, the Charlotte police, another customer rep, sent said rep pictures of the model that was stolen to a few different offices within the company. Whatever office we called kicked the can to another office, often telling us to call the office that had just told us to call them. Eventually we just gave up and ate the loss of the camera. Just now, though, the loss of the pictures is eating at me. I plan on channeling my energy into any venue I can find to at least let as many people know this as possible.

1. Legroom worse than even Spicejet - Being over 6 Ft tall, I traveled all the way with my knees resting on the back of the seat in front.

2. Unfriendly, rude and over-the-hill matronly hostesses.

3. They don't even serve water at the seat!!! Can you imagine... When I asked for water I was told to go and serve myself in the galley. In the galley they had lined up about 20 odd half filled glasses of water (no cover..nothing, just lying open with dust and God knows what else falling in) and you are supposed to help yourself here). Never seen this self service system on any other airline.

4. Terrible food... almost every meal returned the food because it was so unappetizing.

5. Seat booking Money Maker - if you want to book a seat in advance you pay close to $100. Or wait your chance to web check-in 23hrs (not even 24hrs) before the flight.

6. Finally reached Frankfurt to change planes. My flight to Boston was displaying on the TV screens, but no Gate indicated for a very long time. Some co-passengers were speculating it might be a particular gate so we went up to the gate and approached another matronly Aunty manning it. All I did was ask her if my Flight Number was departing from that gate. She looked at me icily and rudely admonished me saying "I am not the Information counter"... Can you imagine!!!! What kind of customer service does Lufthansa think it is providing?

7. I checked in for the return flight on my mobile and was issue only 1 boarding pass for 1st leg up to Munich. No information on what happens to 2nd leg Munich to Mumbai. When I go to check in counter at Boston airport, they also try to generate the boarding pass, but cannot and have no idea why. They tell me to try in Munich. I tell them that when I flew Mumbai to Boston, they issued me both Boarding Passes at Mumbai... so why not now? They have no answer.

Lufthansa is NOT what you may imagine it to be, all the German engineering and efficiency has gone down the drain like the rest of the European economy. Avoid flying this airline if you can.

I will not travel with this company again. A simple sincere sorry would have been significantly more than I got.

I approached a customer service official in the boarding gate next to mine (since no one was present in my boarding gate--typical Lufthansa style). I informed him that I was having tremors and I suffer from epilepsy. I asked him if there was any private lounge where I could lie down until my flight because these tremors may lead to a full seizure, however they most often do not. I merely asked him for a place to lie down so I could be comfortable knowing that I was being watched if anything happened.

He looked at me with a straight face (not even sure this man could understand English) and said there is nothing he can do for me, there are no lounges available. Then I asked if someone could watch me while I was lying down on the chairs and he said "no ma'am, we cannot do that." Firstly, he refused to recognize that I was obviously shaking and needed to be watched. More so, he did not care that this could turn into a serious medical emergency. The most basic customer service he could have given me is called a medical professional to assist me, which he again refused to do. I am very lucky to have sat down next to a nice family who watched over me while the tremors subsided and helped me during boarding.

What is the point of paying thousands of dollars to Lufthansa if you cannot expect a basic service such as medical assistance??? This man made me feel ashamed for even asking for help, like I should have to feel bad for my condition. The complete lack of sympathy is what angered me the most. Before boarding, I approached the flight attendant at my boarding gate and told her about what happened. She was very kind to help me enter the flight with the parents with toddlers' group so that I could lie down immediately. She apologized for the inconvenience but honestly there was not much she could do after I was refused help when I needed it the most.

Lufthansa should be ashamed that I had to suffer through this ordeal only because they employ incompetent individuals in their company. I just want to ask, how would you feel if you were on the verge of a medical emergency and no one was willing to help you? It is safe to say I will never be flying with Lufthansa again or ever accept a layover in Frankfurt. I am so glad and relieved that I hadn't purchased my return ticket with Lufthansa prior to this experience because I don't think I could have handled another awful experience with them. Moreover, the level of kindness and customer service that Emirates provided on my way back is unparalleled. Do yourself a favor and DON'T fly with Lufthansa. Even if it is the cheapest offer by thousands of dollars (which it is NOT), they won't have your back during a medical emergency and if an airline can't provide a basic service like that, is it worth the money you saved?

We were blatantly told by the gate agent boss we could not get on. Our seats were sold and assigned to others, with United/Lufthansa knowing full well we were en-route from our connecting flight. For ten minutes, we were lied to by this overbearing, gate agent boss. First she said there were no seats. Then she said one has to stay behind, three of you can go. Then after more heated negotiations behind the counter, they gave separate seats to us all around the plane. Then she had the nerve to say we made this plane late and our bags would not make the flight.

It was a very upsetting and traumatic event especially for my 81-year mother and my small child. There seems to be no rational reason for this confrontation. Our seats should have never been given away/sold. I really don't know if anything can be done to discipline this agent. I only know that after using United for thirty years, I hope never to set foot on United/Lufthansa again.