Lufthansa Reviews 14,282

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.

This has to be the worst airline ever, and I have flown with some really terrible carriers! Their equipment is worn out and broken down, and their customer service is worse than dealing with a government entity. Apparently their staff have had enough too since they have constant labor strikes. Perhaps if you are too cheap to pay to maintain your equipment and staff you shouldn't be flying, especially if you can't turn a profit like these clowns.

Our long-haul international flights were cancelled with extremely limited notice, hence our trip and all the accommodations and non-refundable purchases were also dashed, and so far Lufthansa has been zero help. Thank God for travel insurance! They don't even answer their phone and their AI Chat Bot is about as helpful as breasts on a bull. According to the contract of carriage and law they owe us compensation (good luck to all of us who are trying to get that compensation from them).

We sat on hold for over two hours last night trying to get help. We started off a position 103 on hold, and got down to 86 on hold. Our call was never answered and the position sat at 86th in line for over an hour.

1. Cancelled flight could rebook online. Very stupid support could not understand’’’’’’
2. Strike again and cancelled flight;, no new flight proposed. Totally impossible to get in contact my phone or chat had to go to the AirPort to Rebook.
Avoid

Extremely disappointing experience with Lufthansa’s customer service.

We paid around 16,000 DKK (approx. €2,100) per person for our flights, expecting a certain level of service — but what we encountered was far from acceptable.

Trying to contact customer support has been nearly impossible. The live chat system is completely unreliable: I have spent hours in the queue (position 400–500+), only for the chat to suddenly disconnect without any warning or follow-up. There is no callback system, no notification when you reach the front, and no way to resume your place. You simply lose your spot and have to start over.

This already happened once when I tried to make a simple seat change — I waited for hours, reached the end of the queue overnight, and was never contacted. Now, during a much more urgent situation due to a strike, the same issue persists. We have also spent over an hour trying to call, with no success.

To make matters worse, our return flight has been drastically changed. Instead of a same-day daytime journey, we are now forced into a much longer itinerary:
- Departure moved to the next day (extra overnight stay needed)
- A 10-hour layover in Addis Ababa
- Overnight flights instead of a comfortable day flight
- Arrival delayed by almost a full day

This is not a comparable alternative to what we originally booked.

While the in-flight service and crew are good, the lack of functional customer support completely undermines the experience. In situations like this, passengers need clear communication and reliable assistance — not broken systems and endless waiting.

Overall, very disappointing. For a premium-priced airline, this level of customer support is simply not acceptable.

Overrated company
Garbage service ... no more words

I had been trying to call customer services for two days. They have me waiting for 5 hrs . Each day according to to them I have 367 people ahead me, but it looks like they never take no one because in 5 hrs the number of the customer waiting never change !
Chat the same they never answer! Emails noop no answer.
Do not use this airline is the worst ever .

Flight of 2 hours, cancelled because of strike, (4th in in one month) and alternative to spend one night in airport that 10h for a 2 h flight. AVOID

If I could give no stars I would. It’s been 2 months since I filed for a claim for cancelled flights and I’ve only had holding email replies telling me not to email anymore. Well I’m still waiting Lufthansa, don’t think I’ll be forgetting like you probably hope I will. Just appalling customer service.

Recently flew from Basel to Munich
After I took ill whilst boarding, the Lufthansa crew immediately took care of me.
They were so calm and dealt with the whole situation in a reassuring manner.
The Captain came out to me and, even though he was on a schedule, he made me feel a valued passenger & I did not feel like I was holding the flight up.

Flight got rebooked to another day without consent. Extremely hard and frustrating to contact costumer support.
First experience with Lufthansa and left a really really bad impression

I went against my better judgment and booked a connection flight through them, what a big mistake!!! When things go wrong customer services needs to step up but it was non existent- Old planes, bad service, won’t make that mistake again.

This airline is not only a national, but an international disgrace! Flight cancellations numerous times over the course of a year, useless in providing helpful information and not caring about the passengers ar all. Carsten Spohr and Jens Ritter should resign with immediate effect and hand back their ridiculously over-inflated salaries and give them to the passengers as compensation! The founders of this airline (LH celebrating their 100th birthday) would turn in their graves with embarrassment at the mess this once functioning "airline" has become!

My fight was just canceled and Lufthansa support is unavailable. The reason provided for closing support is " a high volume of contact requests and waiting times of more than 2 hours". I don't mind waiting for support but just outright refusing to help is outrageous

zero stars are not possible to give
HORROR TRIP

Horrible! Canceled flights on the way from Frankfurt to Milan and canceled flights on the way back - zero help, in fact, they just shut down their customer service. The chatbot is not working, and the hotline is turned off... they avoid any negative feedback by simply ignoring you. Not just this flight; from my last 5 Lufthansa flights, I had major problems with 3. Lufthansa used to be a standard in commercial flights, and now it's just an embarrassment: extremely high prices, horrible service, and regular cancellation issues.

This is the most dishonest, useless airline I have ever had the misfortune to travel with.
Shame on them!
They celebrate their 100th anniversary this year, time to close them down!
I have been subjected to flight cancellations at last minute with no alternatives offered, delays in excess of 5 hours ( still after a year waiting for compensation) Clearly they do not follow the Warsaw Convention on travel like everyone else.
An abhorrent disgrace!

Lufthansa announces a two-day pilot strike well in advance—and suddenly a simple Munich to Sofia trip jumps from €300 to €800 (via their own group airline, Austrian Air). So while they’re on strike, prices triple within the same group? That’s not disruption, that’s a ripoff.

I can’t describe the worst

This year I flew 3 times with Lufthansa, each time the first flight was delayed, the connection too short, I had to stress and run. And each time the personnel was annoyed and impolite because people had too much luggage. I had what was within the norm stated on the ticket, and yet, I was treated with disrespect too (although customers who did exceed the allowance must also be treated with respect anyway).

Dear Lufthansa, you used to be a great airline, with high quality service, which people trusted. What happened?
It could help improving your service if you stop selling tickets with stated dimensions of cabin luggage when the space you have on the aircrafts is not matching it, and if you allow for enough time to transfer. When we book tickets we don’t know the distances in the airports we need to transfer and we don’t know the amount of space you have onboard. You do.
It would also be much appreciated if you treated your customers with respect.

The worst customer service experience I've ever had. Long waiting lines (more than two hours) and when it gets to your turn they kick you out.
Lufthansa is really a scam.