Lufthansa Reviews 

Mandatory 8kg checkin due to *fully booked plane* even if my ticket had 1xpersonal item and 1x8kg buggage missed my train home had to take taxi
0/10 don't go with them.

Very bad professionalism.
The check in lady treated us like criminals. Very rude and arrogant. Its to check baggage . As she wants to check us. Never happened me even with Ryan air.
Never again travel with them

A delayed inbound flight left us with a tight connection to JFK. Frankfurt’s passport-control lines, enormous walking distances, multiple bottlenecks and complete lack of meaningful passenger assistance nearly caused us to miss the flight.

The airport experience was a disgrace. The chaos was bad enough. What made it unacceptable was the attitude: rude people, unhelpful staff, zero urgency, zero ownership and almost no willingness to assist passengers obviously struggling to make their connections.

Lufthansa was equally disappointing. Their customer service was shockingly unprofessional and utterly useless when we needed help most. There was no meaningful guidance, no attempt to coordinate with the airport or gate, no practical assistance, and no sense that anyone was interested in taking responsibility. Calling Lufthansa accomplished absolutely nothing. For a major international airline, the level of indifference and helplessness was astonishing.

Delays happen. Treating passengers like an inconvenience when those delays put their connections at risk is a choice.

This experience reflects terribly on Frankfurt Airport, Lufthansa and, unfortunately, Germany itself. For one of Germany’s major international gateways, it left an awful impression of the country and how visitors are treated.

I will never fly Lufthansa again and will avoid Star Alliance whenever Lufthansa or Frankfurt is involved.

As for Germany, if this experience is any indication of what visitors can expect, I have absolutely no interest in ever visiting.

Never again Lufthansa. Never again Frankfurt.

Extremely disappointing experience with Lufthansa at Munich Airport.

September 5, 2026 — Terminal 2, Gate L15, flight AC9603.

A group of approximately 6–7 of us arrived from a delayed connecting flight. We did NOT arrive after the flight had departed or after the gate was closed. We reached Gate L15 while boarding was still taking place, approximately 15 minutes before the gate closed.

One person from our group went straight through and was allowed onto the aircraft.

The rest of us were then told by Lufthansa staff that we were “not on the flight anymore” and were not showing correctly in their system.

This made no sense. I already had a confirmed seat assignment — 33A. Another passenger even had her boarding pass. We showed the staff our confirmations and repeatedly asked them to check what had happened.

When I asked the manager how we could suddenly not be on the flight, he told me it was probably an Emirates error and said, in substance, that if Emirates had not processed us correctly, Lufthansa would not receive the money and therefore would not carry us.

Why should that become the passenger’s problem?

I purchased a connecting itinerary and arrived at the gate with a confirmed booking and assigned seat. Any payment, ticketing, or settlement issue between Lufthansa and Emirates is an issue between the airlines providing the service. A passenger standing at the gate while boarding is still open should not be expected to resolve an inter-airline accounting problem.

We specifically asked Lufthansa staff to contact Emirates and verify the booking. They refused.

We were told to call Emirates ourselves, that they were not going to call, that they would not put us on the flight, and that we could buy another ticket if we wanted to travel.

Afterward, we had to go all the way back to Terminal 1 and speak with Emirates ourselves. Emirates told us that Lufthansa simply needed to call them and they could have confirmed that we were authorized to travel on the flight.

So what could apparently have been resolved with one phone call between two airline desks instead became an overnight delay for several passengers.

And this was not just an inconvenience of “staying one extra night.”

We had people waiting for us at our destination. We had arrangements, plans and responsibilities based on arriving as scheduled. All of that was disrupted because the staff at the gate would not make even a basic effort to resolve a problem between the airlines.

What was most disappointing was the complete disregard for the passengers and the consequences of their decision. There was no sense of urgency, no attempt to find a solution, and no concern about what an unnecessary overnight delay would mean for the people standing in front of them.

Delays happen. Booking-system problems happen. What is unacceptable is refusing to help passengers who are physically at the gate, have confirmations and assigned seats, and are asking for assistance while there is still time to board.

This was not simply a missed connection. We made it to the gate. Boarding was still happening. We had documentation. We asked for help. According to Emirates, the issue could have been resolved by Lufthansa contacting them — and Lufthansa staff refused to do so.

The worst possible services. The baggage was sent to final destination with onither flight. I lost the other connection, waiting 3.5 hours in the airport for the baggage.
This "Lufthansa " make discrimination based on the nationality of the traveler.
Expensive flight tickets, services below low cost flights.

Very disappointing experience with Lufthansa. My luggage was delayed for two full days, which caused serious problems during my trip.

I had medication in my luggage that I needed, and my girlfriend, who was visiting me from a foreign country, was left without her essential personal hygiene items and belongings.

What made the situation even worse was Lufthansa’s refusal to provide compensation for the necessary expenses and inconvenience caused by the baggage delay. My understanding is that the Montreal Convention provides passenger rights in cases of delayed baggage, subject to its conditions and limits.

I expected much better customer service from Lufthansa. Losing luggage can happen, but how an airline handles the situation afterward matters. In this case, I felt completely unsupported when I genuinely needed assistance.

Very disappointing experience. I would think twice before flying Lufthansa again.

Total disrespect for the customer. They rebook flights for no reason and ruin our personal plans or professional commitments.

Luthansa
I would like to inform as many people as possible about the horrible experience I had a few weeks ago with Luthansa. I was traveling on a flight from Catania to Frankfurt and the only one of 6 family members charged for a baggage fee. Every single person in my family checked a bag for free and I was charged €45. When I asked to be refunded multiple times by phone and email I was denied because they can’t think outside the box and understand simple logic and customer service. This is the same as fraud in my opinion and basically Luthansa stole $52 American dollars from me .
I will always avoid flying with them based on this experience - all for €45 .

Departure from Cph delayed from Frankfurt to CMN cancelled and will not pay compensation
Frö CMN to Frankfurt delayed . From Frankfurt to CPh delayed I have new experience a company like this zero star and service Zero

1/5 – Lufthansa and eSky are passing the customer from one to the other

I am extremely disappointed with the way Lufthansa and eSky have handled my situation.

I accidentally booked my flight from Bucharest to Dublin for September 11th, when I actually needed to fly today, September 4th. I contacted eSky as soon as I realized my mistake and asked them to change the date. I was told to wait 24 hours for someone to contact me, but nobody did.

After repeatedly trying to get help, I finally managed to speak with an eSky agent, but they were unable to provide any solution.

I then contacted Lufthansa, hoping that the airline could help me. Instead, I was simply sent back to eSky because I purchased the ticket through them.

So now I am stuck between Lufthansa and eSky, with each side basically telling me to contact the other, while nobody is actually helping me.

I am not asking for a free change. I am willing to pay the applicable change fee and any fare difference. I am simply asking for someone to take responsibility and help me find a solution.

I understand that the original mistake was mine, but the way this situation has been handled is extremely frustrating. I have spent hours trying to get help and I feel completely abandoned, helpless and ripped off as a customer.

A company should not make a customer feel like nobody cares once they have already paid for their ticket.

Very disappointing experience. I expected much better from Lufthansa and eSky.

My flight got delayed. I missed my connection flight.then they rebooked my flight the next morning and again I lost it because they forgot to put my baby's name in the ticket. Also, they did not provide me my stroller and when I send the feedback to the airline, they said there is nothing they can do. Worst experience ever. Never fly with Lufthansa.

My Lufthansa flight from Amsterdam to Yerevan was cancelled on 14 April 2026 due to Lufthansa pilot strike. I had not accepted the alternative itinerary and had contacted the travel agency before the scheduled departure to request assistance/refund.

Since then, I have spent months trying to obtain a clear answer about my refund.

Lufthansa has told me by phone that the unused portion of my ticket was refundable and, more recently, that the refund was processed/paid in May. Lufthansa also provided me with refund/ticket reference numbers.

However, I have not been given a clear written confirmation of the exact refund amount or the exact date on which the refund was processed/paid.

My travel agency, Gotogate, says that it has not received the refund from Lufthansa and therefore cannot pay it to me. At the same time, my Gotogate account has shown that the refund is being processed by Lufthansa since 7 May.

This leaves me with a very simple question: if Lufthansa says the refund was processed/paid in May, what was the exact amount, when exactly was it paid, and how can the payment be traced by the travel agency?

I have contacted both companies repeatedly and have kept all relevant correspondence and reference numbers. I am deliberately not publishing those private references here, but I can provide them directly to the companies if necessary.

I am not making accusations against either company. I simply want a transparent explanation of what happened to the refund and payment of any amount that is actually due.

After several months, I still do not have a clear answer or the refund in my account.

I hope Lufthansa and Gotogate can resolve this by providing a clear written reconciliation of the refund/compensation.

As a non-EU traveler who needed to leave the EU at the time of the cancellation, this situation has been particularly difficult. I had paid a significant amount for my travel and needed the refund to arrange alternative travel.

I will update this review when the matter is resolved.

The entire experience was horrible. When we arrived at Frankfurt airport we were told by the captain that we will be given assistance when we arrive at the airport (accommodation, travel etc), due to the delay that discover airlines caused (a 5 hour delay). When we arrived nobody was there. Nobody. We eventually found 2 people at passport control. There was a couple that were complaining about their experience (rightfully so), and one woman at the desk was so rude. She screamed at the poor man and then kicked him to the back of the line. Furthermore the second person at the passport control desk, who wore a police jacket (said police on the back of the jacket so I assume they are police…idk) also kicked the poor couple to the back of the line to appear more intimidating. More people then complained it’s the companies fault for all of the delay hence we are now stuck at Frankfurt and the woman was like “not my fault either”. All staff are incredibly rude and disrespectful. When asking questions at customer service to do with the next available flights, a woman there replied incredibly rude by saying “where did you see that? On Google”, in such a disrespectful, sarcastic tone. The other person on that desk (a man), wanted to separate a mother from her young under 16 children onto separate flights. The woman expressed how it’s ridiculous to do so and the man responded saying “this is Germany not London. You can’t use words like stupid and bullsh**”, even though the woman never said such a thing. Honestly so many more ridiculous things happened. I could write a whole essay on it. Save your money. They are yet to compensate us too.

So much for German “efficiency”…
I have spent an entire day trying to change a Lufthansa flight to the following day — something that should have taken minutes.

You speak to a bot, then a human takes over and you have to start from scratch and explain everything again. Then again. And again.

Meanwhile, the price kept increasing. Eventually they changed the booking — €200 more than the original price I was quoted.Then, when I went to check in: “Booking not found.”

And the €84 I had already paid for seat reservations has disappeared too.

So after an entire day of frustration, I am €200 worse off, €84 of paid seat reservations have vanished, and apparently my booking doesn’t even exist. And the best part, their solution is to call another of their famous ‘help’ lines…. 😝

For an airline supposedly famous for German “efficiency”, Lufthansa has demonstrated the complete opposite.

Chaotic, frustrating and utterly unacceptable customer ‘service’.

On July 2nd my son and flew to Frankfurt for a veterans hike but at Heathrow T2 the two female staff were rude, arrogant, unprofessional and unpleasant and threatened us if we didn’t pay for my son’s medical bag we can not board the plane.
Flying from Frankfurt back to London we were made to pay for both carry-on’s which included my son’s medical bag even though I have a email from Lufthansa reminding me I did not have to pay for carry-on’s under 8kg and there are signs within Frankfurt airport which state the same we were threatened again if we didn’t pay not pay for both we can not board and refused to give us T&C’s at Frankfurt.
I have made a complaint to Lufthansa who has refused to acknowledge that their staff has done anything wrong and refused to refund me as Lufthansa can not tell the difference between agreeing to pay and being threatened.
My bank has tried to help me claim the funds back but Lufthansa has refused and lied about the issue.
Do not fly Lufthansa because of this scam.

Incompetent scammers, I paid for business class and I get economy. This is a fraud, don't fly with them.

The Worst Airline Experience Ever

Absolutely one of the worst airline experiences I have ever had.

Our Lufthansa flight was cancelled, completely disrupting our travel plans. We were rebooked onto Condor, which is also part of the Lufthansa Group, and our train connection to Nürnberg had to be rebooked as well.

We were given meal vouchers that could not even be used because they had not been activated. When we contacted Lufthansa support via Live Chat, the experience was just as frustrating. The people on the chat were completely unhelpful and seemed to have no idea how to solve the problem. Despite explaining the situation repeatedly, nobody was able to provide any meaningful assistance.

Then things got even worse. We received train tickets for our journey to Nürnberg with seats that apparently did not even exist. Since our original train had been cancelled/rebooked, we were given replacement tickets with nonexistent seat reservations. How is this even possible?

On top of everything, our Condor flight was delayed by more than one hour, which almost caused us to miss the train to Nürnberg.

So, to summarize: cancelled flight, chaotic rebooking, unusable meal vouchers, completely ineffective customer support, nonexistent train seats, and another significant delay that nearly caused us to miss our connection.

This entire experience was stressful, disorganized, and completely unacceptable. Lufthansa needs to seriously reconsider how it handles disruptions and, most importantly, how it treats customers when things go wrong.

I would not recommend Lufthansa to anyone. After this experience, I sincerely hope the company eventually faces the consequences of such terrible service.

Awful , awful , awful … I can’t say enough how bad they are .. super bad customer Service, rude, impolite, messy and low quality. Have no idea how still they operate!!! They make sure your trip is the worst you can experience! They even make sure your luggage’s come late and ruin your plans and then do nothing about it !!!!!

Spent 45+ minutes across two separate Lufthansa Live Chat sessions today trying to get a simple pre-booking answer about flying with my small dog - and then trying to file a complaint about how badly that went. Three different agents, two dead-end 'feedback' pages that only accept complaints tied to an existing booking reference, and a chat that got closed on me mid-conversation before I could even reply. Genuinely poor experience from a company I previously had a good opinion of. Happy to provide full chat transcripts and screenshots directly to anyone from Lufthansa who wants to look into this properly

I spent hundreds of thousands of miles for a broken business class seat. No response in 45 days. I used basically all my United miles for a trip from Dulles to Munich and back. The way to Dulles was great. On the way back my seat would not go down or up. It was stuck in between. For take off and landing I had to go to another seat away from my family. The burser said to contact Lufthansa and that he'd write up the issue. So I wrote Lufthansa through their website. It's been 45 days. One update that they're "looking in to it" and no other response. This airline doesn't care about its business class miles clients. Don't use your miles on them.