Lufthansa Reviews 

Worst experience(s) ever. Consistent delays, I missed my correspondence twice in a 2 week period, because they are incapable and inconsistent to respect timings or propose itineraries with more realistic correspondence times. Meal service inexistent or just a joke, equivalent to a budget airline. No apology, no real solution provided.

10 minutes before boarding my flight got cancelled and I could not get any rebookings to make it in time for my appointments. I therefore asked to get reebooked to fly home. The flight I was rebooked to then didn't have enough space and my ticket was cancelled. I got compensated since I had to spend the night at an Airport Hotel. I was promised my money back for my original ticket but now I get the message that I "chose the compensation" and therefore I am not getting my refund. I did NOT choose compensation. You FORCED me to an airport hotel after waiting at the airport for 12+ hours. This is the worst experience I have ever had. Never fly with Lufthansa!

My children flew from Manchester on Friday to Belgrade via Frankfurt, their flight was delayed so they missed their connection. They queued at the Lufthansa help desk and were told nothing they could do as about to close and come back the next morning, no hotel was offered. I paid for a hotel and the next morning they returned, the airline didn't know where their case was and said they could get them to Belgrade 2 days later via a 10 hour stopover in Athens ( again no hotel offered)
With no idea where their luggage was and arriving 3 days later than expected we had to book through an alternative airline to get them home.
Lufthansa call centre no help at all and basically told me its not their responsibility to find the luggage and to call Frankfurt airport, the airport says its the airlines responsibility but they are not interested.
They take money off you to put baggage in the hold but don't keep a track of where it has gone if it goes awol.
The worst customer experience for an airline i have ever experienced. It was very worrying for a 17 and 18 year old travelling overseas alone for the first time.

They are very poor in their service . I have a friend that canceled his fight and they refuse to pay back his money

Lufthansa is the worst airline. Their customer relations they are absolutely useless or they don't respond to any emails and when you ring "they will tell you to email the department because they is no phone number" knowing that they won't respond. I think they do that in purpose just to frustrates customers it is a form of ignorance. They delayed, damaged my baggage and lost items, I had to go to the airport 3 times b4 l get my damaged bags. Please avoid them to avoid disappointment even if you are desperate.

Booked to go to Canada and they have placed us with 4Y Yute Air Alaska a 3 star airline ... Lufthansa are listed as a 5 star so what are they up to would never have booked long haul with an airline I have not looked into and no response from Lufthansa about why they have done this and what we should expect from a 3 star airline as appose to a 5 star!

Almost missed connecting flight with Lufthansa because of another airline but Lufthansa made sure we didn't miss, made sure we got our luggage from the other airline and someone stayed with us the whole time making sure we could clear the security checkings etc on time (even after the gate had closed). Extremely helpful, went out of their way.

My family and I travelled from LDN Heathrow to Dubai on 1 April (with a stopover in Frankfurt). We queued for over 3 hours just to check our bags and due to this, all flights that morning were delayed by approx. 1.5hrs and we only just made our connecting flight. It was absolute chaos from the second we arrived at Heathrow. After finally checking in, we reached border control only for our boarding passes to no longer be valid as the original flight time had now surpassed. We were then told to join another queue of 40+ people which if we had, would have certainly meant we missed our flight. Thankfully, a lovely person working for the airport, saw the stress that this had caused to my younger sister (who was having a panic attack) and very kindly assisted us and ensured we got to the plane just in time.

Having arrived at the airport at approx. 7.15am for a 10.30am flight, we were not able to purchase any food prior to the flight. We were denied any food on the first flight to Frankfurt (and were very rudely spoken to when we asked if we could purchase some), had to run to make the second flight and the food was delayed on the second flight to Dubai which meant we were not able to eat anything at all until after 4pm UK time.

Upon arriving in Dubai, we all received a text message to say our bags did not make it on to the plane. We queued for well over an hour (along with most of the other passengers from our plane) to report that our bags had not arrived. We were told that someone from Lufthansa would contact us when our bags were available for collection and they should arrive the following day.

The following morning, I spent over 3 hours on the phone being passed from department to department and was eventually informed our bags could not be located and someone would be in touch when they were found. To date, we have had no communication from Lufthansa since the text that our bags had not arrived and all attempts to contact them have been ignored. I have had several instances of finally getting through to someone on the phone after being on hold for over an hour just to be hung up on.

Failing to get any help from the airline, we called Dubai airport who were fantastic and called us immediately once our bags had arrived. Frustratingly, they arrived the final day of our trip and so we were at the airport collecting our bags just before midday and were back less than 8 hours later to fly home.

Since returning to the UK, I have sent 8 emails inquiring about the compensation we are owed for being without any clothes or toiletries for 4 days and have had no response whatsoever. Every time I have called I have been informed that customer service no longer has a phone number and everything must be dealt with via email. If it weren't for the very helpful staff at Dubai airport, I am sure my bag would still be there and I would never have been notified by the airline that it had even arrived.

This is simply unacceptable and the worst customer service I have ever experienced. We travelled to Dubai for our Mother's 50th birthday and arrived without her gifts or any clothes or personal items. We spent the first day of our 4 day trip (her actual birthday) having to buy essential clothing and toiletries and as a bare minimum, we should be reimbursed for the unnecessary expenses we incurred replacing the items we had carefully packed for our holiday, knowing we would need them. The fact that the airline continues to ignore my emails, is absolutely shocking. I have nothing positive to say about this airline at all and am furious for the wasted money spent because of their incompetence.

I arrived at Las Vegas on Thursday to be told my bag had not been put on the plane and it would arrive 2 days later at my hotel. It’s now day 5, 22 phone calls (one lasting 1 hour 40 minutes including waiting for someone to pick up) I still do not have my bag. No one can tell me where it is other than it’s in Las Vegas with a courier. You apparently cannot tell me the courier name or telephone number nor will you ring to chase this. Never has such awful customer services. Oh and top top it off I have been given 4 incorrect telephone numbers and 1 incorrect email address. You need to update your systems or train your staff. Awful company and it was not even a reasonable or bargain cost for the flight! DO NOT LOAD ANYTHING VALUABLE IN YOUR CASE IF YOU FLY WITH THIS AIRLINE. Not even a toothbrush offered in a means to help with everything YOU lost.

I flew to Lagos(OSCOWU) from Heathrow, landed and got a message to say bag was delayed, wasn't unusual because it had happened before. I was asked to fill in details of where I wanted it sent to which was 3hours away in another city was I was going. For three days I was left without my clothes and toiletries only to find out that I had to travel back to collect it myself! My Lufthansa bag status update still says that they're waiting for my luggage to arrive in Lagos! Shameful treatment!

I have booked and paid for a flight from Frankfurt til Malaga, which they have overbooked. It was impossible for me to get on the plane and for that reason I did not make it for an important family meeting - but they did not care.

I will never book through Lufthansa again!!

Cancel my outboard flights two weeks before we were planned to fly, no reason was given just cancel them.

Much better airline than Ryanair and the chocolate was a good touch.

Oh wow, I've been on numerous flights and numerous airlines over the years and this was the first time we got to fly, post covid. We were so excited as we got to go home and see our family but wow Lufthansa made sure to make the flight as unpleasant as possible. First we were asked to kove seats, telling us we will have the back of the plane to ourselves, this was on the short flight to Frankfurt, that was not true and it seemed that everyone got made the same promise. Then we got on the connection flight, after a 6 hour stop over in Frankfurt. We were travelling with little ones so we are tired as is...and when we got to the gate there were two boarding times on. Eventually when staff showed up, no one knew what was going on and Eventually we were able to board. On the flight they were really rude about the mask wearing, which we were doing , but they were like vultures and if someone's mask was just on or below their nose, not on purpose, they'd get told off like a school child.

Then it was food time, something we always look forward to on a flight. We got served a vegetarian meal, we are very much not vegetarian, especially my husband. When he very politely asked if he can have the non vegetarian meal, the air hostess gave him such attitude and said that is all there is. I was like whaaaat ? We got our drinks and when my husband asked for another drink, he was yet again told, very abruptly, that there is only 1 drink served with meals and no more drinks will be served after. I am sorry, we don't make fools of ourselves, we are not that kind of people but we just wanted to enjoy our flight, which we paid a lot of money for, but they made sure that did not happen. Also the in-house entertainment was shocking and the touch screens weren't working. I just gave up in the end!

Will never ever recommend or use Lufthansa air again!

It's amazing how the quality of this airline has gone down. The food is disgusting and the attention during the flight is terrible. It seems that they are annoyed that you get up. There is no space to walk and you are forced to sit for 12 hours. There are no drinks or snacks outside of the food that they serve as there are on other flights.

My husband and I unfortunately had the worst unacceptable experience with three of the employees at costumer service at Munich airport on January 10th around 12 o’clock. Our flights from Air Canada to Munich had been delayed, and therefore we missed our flight in Munich to Copenhagen at 11. Our flight to Copenhagen was handled by Lufthansa and they rebooked us to a flight at 18:15 in the evening. So we had to wait in Munich airport in 7 hours. We took the time to see online, if there were any other flights from Munich to Copenhagen, that would arrive earlier the same day. We found one through Lufthansa online, with a pit stop in Frankfurt, but where we could get home earlier. When we kindly asked the employee at costumer service if she could help us rebook the flight, then she had a very condescending attitude and she said: “Okay, I can do that and then we don’t hope that you get trapped in Frankfurt so that you will end up getting home later than the flight we gave you first”, and then she and her co-worker both laughed. My husband replied her: “Why would you say that? Do you think that it’s funny that we want to get home earlier when we have been in different airports for more than 20 hours now?”. Then she replied: “Look, I don’t care about anything - at the time you are boarding I’ll be laying down at my couch at home”, and then her and her co-worker laughed again. We found this comment so inappropriate and unacceptable for a worker in costumer service to say - especially when she knew our situation, as we had explained to her. My husband therefore got upset and raised his voice at her asking her, why she thought this was funny and how she could allow herself to make such comments to us. Then a third co-worker came over and took his two co-workers part and started raising his voice back at us telling us, that their counter now was closed, and that they did not want to help us. When we turned around to go to another employee at another disk, then the man from before told us out loud so everyone could hear it at costumer service: “And by the way - the masks you are wearing is illegal at this airport”. I turned around and saw that he was wearing the exact same mask as mine, and I told him: “But you are wearing the exact same”. Then he replied that he was allowed to, because he worked at the airport. My husband asked him if he felt better by saying this to us, when it has nothing to do with the situation. Then he replied, that he could call the police, if we continued our behavior. Then the tree co-workers left. I was in shock after this, and I started crying. I have never in my entire life been treated this way by anyone in costumer service, ever! And as a former worker in the travel service myself (stewardess) I know how important it is to be understanding to the travelers experiences - even if it just is to listen and show compassion if there’s nothing else you can do. This experience was not acceptable at all, and we got left to ourselves with no one from costumer service asking us, what happened or how we were feeling. Unfortunately this is the last time we will travel with Lufthansa, as we clearly could see how the employees at costumer service “team up” and being all other than objective and empathetic in situations where we really need them.

After cancelling a ticket I tried to re-book. Lufthansa, instead of honouring the amount I payed, tried to charge me extra because the actual flight price of the second flight was higher, not mentioning that the taxes of the second flight were that much lower. This claim was produced by their system, and was repeated to me three times by different call centre employees. Only after complaining more vigorously, the last employee eventually relented and treated the claim correctly. I felt that their policy was playing with the fact that most people do not have the time to pursue a claim to that extent and has a bit of a smell of exploitation and taking advantage of people in difficulties.

I am disappointed and very worried about the value of three air tickets I paid to Lufthansa through Edreams to go to our country, Brazil, at the end of March (30 March 2022) and back in April (15 April 2022) worth £ 909.96+£457.76, £1,337.72 total.

Andrea Mangoni and Gabriel Mangoni
Edreams booking reference 8329427646
Total: £909.96
Paid 21st Nov 2021
Paulo Mangoni
Edreams booking reference 8329717094
Total: £457.76. paid 21 Nov 2021

Total £1357.72.

On December 23, 2021 we received two emails (one for each booking reference) saying that the two flights (round trip) had been canceled by Lufthansa and that we could ask for our refund, but that “Airlines are currently take 3 to 6 months to respond despite the fact that, under EU Regulations EC261/2004, airlines are bound to refund within 7 days.”.
I really think it is a Scam, because I read a lot of reviews and some people didn’t receive their money back. The thing is, I need to go to Brazil at the end of March, because it's when my company and my husband's company give us our holidays and I don't have money to buy another tickets before I receive my money back. I don't know what rich companies like EDREAMS and LUFTHANSA think about our lives, but we are people who work hard every day and save money to buy air lines tickets on the promotion so we can visit, in my case, my 81 year old father, my 82-year-old aunt, my 85-year-old mother-in-law, and our entire family. Is the costumer worthless here or in the EU? The authorities don’t see what is happening on these sites, such as EDREAMS? I will do what I can to get my money as soon as possible and buy my tickets to Brazil on my vacation and find a promotion that fits my budget. I just hope these two companies know that we don't have another month to go to Brazil to visit our parents who are very old and because of Covid and the difficulties in buying absurdly expensive tickets, we haven't seen them for a long time. Give us our money back, so that we can solve this huge problem you caused to me and my entire family in the best way possible.

Thanks
Andrea, Gabriel and Paulo Mangoni

I have a flight to Frankfurt on 23 , at 11.30 for two people, booking code is ****. We are going to Germany as visitors, as you know the new rules, we are not allowed to enter Germany anymore.

Please kindly cancel my booking and refund my money , because of new rules of German entrance. 

Many thanks.

hany ghobrial

Due to covid restrictions this Christmas, I called to find out about a refund or rebooking as their website wasn't very clear. The woman representing Lufthansa kept assuming what I was going to say and interrupted me. When I asked her to let me explain she hung up on me.