Lufthansa Reviews 14,282

Unprofessional and rude. Aggressive attitude, arbitrary baggage handling and charges. Flight cancelled with short notice

Had a return ticket to and from Tblisi from Munich. Because of strike action our Tblisi to Munich flight got cancelled at short notice. Lufthansa then confirmed us on a Turkish airlines flight back to Munich via Istanbul. When we checked our booking on the Turkish website, we were waitlisted for the very flight LH had confirmed by email. We had 2 more connecting flights after Munich (to US and Asia), so we needed assurance to get on this flight. LH then sent us a confirmation mail for another booking via Warsaw on LOT. When we arrived at Tblisi airport to check in to our confirmed LOT flight, we were told that LOT had no booking for us in their system. We had to buy the ticket!! How low can Lufthansa get- THE German airline!! A scam! An insult! AVOID LUFTHANSA!!!

2nd leg of flight from Tokyo to Manchester via Frankfurt cancelled due to strike. Email with alternate options attached didn’t work. Luckily our travel agent helped to get us home. No humans available to talk to on phone. Beyond on email informing us of cancellation no other contact made. Very poor customer service.

One of the worst customer service experiences for a “premium” airline. They clearly don’t want you to call them and have reduced phone activity to a minimum (hiding/not listing phone numbers anywhere). You always get re-directed to a useless bot that doesn’t even forward you to a chat to an agent so you end up not getting any help in the first place. Once in the phone queue, the typical modern-time CX. Pressing a guessillion numbers and being reminded multiple times about their useless self-service as if the customer was stupid and didn’t know that they need human help for their request, before actually being put through. The only reason this review is 2 stars is because once you get an agent on the phone, they are actually relatively useful in resolving the request.

Extremely poor experience with Lufthansa. My journey was disrupted by strike-related delays and I was rebooked multiple times, causing major inconvenience and uncertainty.

On top of that, I was denied lounge access due to changes made by the airline—not by me—which felt unfair and poorly handled.

Overall, very disappointing service, lack of clear communication, and little consideration for passengers during disruption. Ludricous!

Probably the worst airline in the world. Always a delay, a strike, rude flight attendants, 2 hours waiting time if you want to contact customer support. Stay away of this airline!!!

My flight got cancelled 2 days before the flight and I received no alternatives from Lufthansa. I have been trying to reach out to them for 8 hours already and nothing works. When calling the hotline, the queue would not advance and I was always stuck with the same number, the call then disconnects after 2 hours. Live chat with humans doesn't work. Finally after 8 hours (5th time in the queue), I managed to get someone on the phone (that works perfectly fine!!!) and the person who I was talking to was claiming they couldn't hear me, even though I could hear them perfectly well. It is 1 AM and I begged the person from customer service to not hang up on me and they did it, telling me to call again. I have never felt so disrespected in my entire life, Lufthansa has become worse than low cost airlines. I'd rather fly with Wizz Air my entire life than book with Lufthansa again.

Absolutely dreadful experience with Lufthansa from start to finish.

Our checked baggage was delayed for 2–3 days on arrival in Dubai — for a family of six with young children. We landed with nothing. No clothes, no toiletries, nothing. This meant we had to waste half a day of our holiday running around buying basic essentials just to get through the first couple of days.

That in itself is bad enough. These things happen. But what followed was far worse.

It then took months for Lufthansa to process what should have been a completely straightforward claim for essential replacement items. When they finally responded, they sent generic, dismissive replies that clearly showed they hadn’t properly read the claim.

The low point? Their final response rejected the claim on the basis that “car rental expenses” are not reimbursable.

We never claimed for car rental. Not once. Not anywhere.

At that point it became obvious that the claim had either been completely miscategorised or not reviewed properly at all. After months of waiting, to be met with that level of incompetence is frankly insulting.

So to summarise:

2–3 day baggage delay
Half a day of our holiday lost replacing essentials
Months of delay handling the claim
A completely inaccurate and careless rejection

Mistakes happen. But this isn’t just a mistake — it’s shockingly poor customer service and a complete failure to take responsibility.

For an airline of Lufthansa’s supposed standard, this is simply not acceptable.

Avoid if you expect even basic competence when something goes wrong.

I am extremely disappointed with my experience with Lufthansa. My flight was cancelled at short notice, and there was no clear or helpful information about alternative options. The communication was poor, and I received no proper support with rebooking.

What made the situation even worse was that I had to cover all additional costs myself, including a new flight, a hotel stay, and a missed train connection. Altogether, I ended up paying around €250 extra, and I have not received any appropriate reimbursement so far.

This situation significantly affected my entire trip. Instead of enjoying my holiday, I was left dealing with stress, uncertainty, and frustration.

I expected much better customer service, responsibility, and support from a major airline like Lufthansa. Unfortunately, the experience was the exact opposite. Once a reliable airline now it is a total wreck. I can’t recommend the airline based on my very negative experience.

It happens to me for the 6 time in 18 month including twice in one week. that lufthansa is cancelling the flight. It is a scam, a disgrace, a big shame. Not only that we have to find alternatives, but also extra hotels… this airline should not call itself airline and should stop flying!
After they received money during covid ( 8 times more money, than the company worth) they became a low cost airline, but with high prices. Now they are not an airline at all anymore

I am reporting two serious incidents on Lufthansa flights that were never properly investigated.

1) 1 February 2015 – LH716 (Frankfurt to Tokyo Haneda)
I requested an aisle seat for medical/comfort reasons. A cabin crew member responded that if I felt unwell, I should not have boarded. No assistance was provided.

2) 6 August 2015 – LH714 (Munich to Tokyo Haneda)
I experienced verbal abuse, was left without assistance for about one hour, was threatened with forced deplaning, and had inappropriate physical contact from a crew member.

After the flights, I submitted complaints but did not receive any substantive response. In 2025, Lufthansa rejected the case based on limitation without investigating the substance of the incidents.

Multiple channels, including ADR and internal compliance, did not result in any factual review.

This report is to document the handling of serious onboard misconduct and the lack of proper investigation.

Thank you for cancelling my flight and providing a super bad flight the day later. I am going to miss the birthday of my mother. And the worst thing: There are other flights but you cannot allow me to book them because I booked economy and these are for business class travellers only. It's a shame! If you cancel flights, you should allow your passengers to take a business class flight instead free of charge. I am so fed up with this airline..

Terrible experience. Both my flights were canceled because of strikes. No contact person reachable. Ai bot was not useful either.

I’d like to point out all the lies that one needs to hear through the customer service of this disastrous company.

I had a flight in co-sharing with ita airways got canceled 36h before the flight. An information by Lufthansa was sent per email and sms. The email had no further information, the sms had a rebooking link.
However, it wasn’t possible to rebook at all through the link, as the stupid ai could not find any alternatives. When I asked the ai to chat with an operator, it said the waiting line was over two hours, and closed the chat.

So I called customer service (both german one and English one). Two calls out of three are been blocked by “please contact us digitally”. One call out of three goes through the ai identification process. I gave booking id, last name, first name.

First lie: “we can send you a link so that you are able to rebook yourself. Would you like us to do that?” -> say no or it will send you the stupid ai link that doesn’t solve anything a will hang up, so you have to start from zero.

Second lie: “we have a lot of people in the queue, we can call you back and you don’t lose your place in the line, press 1 inf you agree” -> if you do, they say there’s been a mistake and hang up, you have to start from zero again.

Third lie: “please hold the line, we have 48 people ahead of you” somehow when it gets under 50 the system gets blocked. Yesterday I moved quickly from 163 people in the line to 50, and then I got stuck there for over 30 minutes. The second time I called, I was at position 78, and when got to 48, I once again got stuck for over half an hour, until I hung up.

Fourth lie: although I always gave through every call the same booking number and the same booking name, sometimes the phone call would be terminated on the premise of “you booked through an external company, contact them” or “your flight is in co-sharing, please contact the other company”. Other times it went through. It’s just another way to terminate calls of customers and get them to ask for a refund online.

Fifth lie: after eight hours my flight has been automatically rescheduled. From a 1:45h flight to a 11h flight with one layover two days later. The lie here is, there are at least two direct flight options between the original canceled flight and the one that was suggested, which are still available online for over 900€ each (as of now).

This is just the cherry on top of this horrible german company

Booking 7I5IHM — you cancelled LH1773/LH2484 on 17 Apr due to strike and rebooked us on a 06:00 departure on 18 Apr WITHOUT consent. Rebooking tool gives error, app is greyed out. We need an alternative flight on 18 Apr at a reasonable time. EU261 applies. Please respond URGENTLY

Worst flight company ever!
Never will I fly with this low level flight agency again!

We find staff to be friendly and helpfull, but how can Lufthansa choose two seats NOT beside each other on both out and home flight for two people with same name and adress and tickets bought 8 months in advance.

I was flying from MXP to KRK with a connecting flight at FRA. The plane from Milan was so late that I missed my flight to KRK. I arrived at my destination over 12 hours late. After reporting this to the complaints service on March 26th and receiving confirmation of my complaint, silence – no response – has been going on for three weeks. Luthansa is starting to resemble a budget airline (not low-cost), but cheap in the sense of being hopelessly cheap. I'm avoiding it more and more often.

They notified me 24 hours before my business trip that my flight has been canceled, they took half a day to send me automatic re-booking which is a flight 2 times longer than my original and it has 2 more stops than my flight, saying that is an only option, and they re-booked with out asking.

How is that the same value for the money? No vouchers, nothing ...

Shame on you how you treat your customer, a real greddy trash of a company.