Lufthansa Reviews 

I had an extremely frustrating experience with Lufthansa’s customer support after my flight was canceled and I was rebooked. I had to wait far longer for my compensation than is permitted under EU regulations, which is simply unacceptable.

After my claim was finally approved and I was informed that I would receive compensation, another absurd situation occurred: the customer service agent forgot to send me the payment link required to initiate the transfer. Despite several follow-up emails asking them to send the link, I have received no response, and I still have no way of receiving the compensation that is rightfully mine.

Boarded us on our first 6:30am flight in Athens to Frankfurt but then we sat on the plane for 4 hours waiting as they did maintenance they said. This caused us to miss our connecting flight to sfo. Then they de-planed everyone and had us get our checked bags and go back into a huge line to get rebooked on a new flight because they said the plane wasn’t able to fly. We get to the counter and a Lufthansa agent rebooks us for a new flight with a new airline. They promise us that we are now booked with Aegean airlines To Paris and then from Paris to sfo we have a flight with Air France. We rush through tsa again to board our first flight just in time and that goes well. Then we run to our gate in the really big Paris airport (catching multiple shuttles) just in time again to board our next flight that they said they booked us with on Air France, we have a confirmation email. Air France does not let us board our flight and says they didn’t get confirmation or a ticket to board. They tell us to take it up with Lufthansa. It takes us a while to get to Lufthansa but when we do they tell us since Air France “touched our tickets” they no longer can do anything and send us to Air France again across the huge airport. At this point I’m crying because they’re telling us that they don’t have to get us home even though it was their fault their first plane caused us to miss our next flight and they’re the ones who booked our next flight that didn’t go through. The Lufthansa staff treated me like a dog and was extremely rude to me even though I was scared that we wouldn’t get home. They kept giving us the wrong directions to get to the Air France counter and obviously did not care. When we got to Air France they had a staff member who fought Lufthansa on the phone for 3-4 hours until they found us a new flight home to sfo, she was an angel who stayed 3 hours past her shift ending to make sure we got a flight home. Lufthansa fought us every step of the way and were so incredibly rude. She even stayed late to make sure they put us up in a hotel that night because we had been trying to get a new flight home for 12 hours in that Paris airport and couldn’t get another flight until the next morning. We hadn’t eaten or had water and were faint, just trying to make sure we got a flight home. They sent us on a chase around the Paris airport for 12 hours and treated us horribly every step of the way. Not only that, but by the time we were able to get a new flight, the Paris airport had shut down the bags for the day. We couldn’t get our suitcases. We tried the next morning with our new United flight and they told us they are on our flight. Of course though when we landed in sfo 24 hours later than we were supposed to, our bags were not there. We’ve been on the phone with them for 7 days now trying to get our lost luggage. Finally one bag showed up but currently one of them is still missing. Overall this was a traumatic experience and I will be telling everyone I know not to fly with them, they could leave you stranded with no way home and completely ignore their responsibility to get you home. We paid a lot of money on this flight for our honeymoon and it ended horribly. Without that nice woman from Air France fighting way past her clock out time, we could still be stuck in the Paris airport now or forcing us to buy a whole new flight home. We almost didn’t make our friend’s wedding in San Francisco. We made it but completely jet lagged and without a ton of our stuff as they lost our luggage.

Have used Lufthansa City line several times a year back and forth from UK to Leipzig. The flights are fine usually on time but when things go wrong they avoid complying with their obligations on compensation. I made a claim for the standard compensation under EU law and was subject to several months of holding letters and eventually an agreed payment. I never received the payment. They say they paid me and that is that. My bank said that they can provide a reference no. for the payment but they have avoided doing so. I asked for escalation to a supervisor and they ignored that too. Finding a number to call took an age with some numbers being out of use. The operator agreed to escalate it but again no action. Time to go to the German transport arbitration board.
By contrast I made a claim to EasyJet for a cancelled flight and was compensated within 2 weeks.
The Lufthansa brand is tarnished by this culture of avoiding responsibility. But they don’t seem to care. I’ve booked three flights this summer, none with Lufthansa of course.

I have never experienced customer service this poor. I had to reschedule my flight because of a family emergency, and the entire process was a disaster from beginning to end.
Two days before my scheduled departure, I called Lufthansa to change my flight. The representative took my credit card information and assured me that my flight had been rebooked, paid for, and confirmed. Less than 20 hours before my new flight, I attempted to check in only to discover that the representative had never completed the transaction correctly. My seats had never actually been secured, despite being told everything was confirmed.
I immediately called customer service again and spoke with another representative who was incredibly rude and unprofessional. Throughout the call, he repeatedly interrupted me and told me to "stop talking." He made no effort to resolve the issue, kept me on hold for over an hour without explaining what he was doing, refused my requests to speak with a supervisor or another employee, and ultimately hung up on me without resolving anything.
Still without a confirmed ticket and with my flight less than 12 hours away, I called again and reached a different representative. She repeatedly told me there were only three seats left on the flight I believed had already been confirmed for me. She took my credit card information and said she had booked those seats. Less than 10 minutes later, she informed me that those seats were no longer available. During this entire process, the fare increased by more than $200 per ticket each time I called because of the delays caused by Lufthansa's own mistakes.
She then told me four seats had suddenly become available on my original flight. Once again, she took my payment information and told me the reservation was complete, assuring me I would receive a confirmation email within 10 hours—even though my flight was leaving in 12 hours. The confirmation never arrived, leaving my family without tickets despite multiple payment attempts.
The level of incompetence, lack of communication, and complete disregard for customers was unbelievable. I spent hours on the phone trying to fix mistakes that were entirely Lufthansa's responsibility while dealing with rude employees who provided no meaningful assistance. Instead of helping a customer facing a family emergency, Lufthansa created unnecessary stress, and high financial consequences that were our fault.
Based on this experience, I have completely lost confidence in Lufthansa. I cannot recommend this airline to anyone. I will never choose to fly with them again.

I’m extremely disappointed with my recent experience. I purchased my tickets through United Airlines, which included free checked baggage. However, Lufthansa charged me for both checked and carry-on luggage. Despite multiple attempts to resolve this issue, it took considerable effort to receive any response to my emails. After three months, my request for a refund was denied without reimbursement, and my case was closed.Additionally, the food quality was poor, and the flight attendants were unprofessional and rude. Based on this experience, I do not plan to fly with Lufthansa again.

I’m a LH frequent traveler and former senator. You may wonder why if I’m leaving them a one star review, and I do too, but the reality is that sometimes they just have the best routes / flight times. The thing that stands out is that they used to be on par or better than other airlines; but now they bask that attitude while also being truly subpar. Cabins are bad; economy is tight; there’s a ton of riding buses in Frankfurt to get to your flight and the personnel is a cross of unfriendly and unpragmatic in any type of “problem” situation. I was forced to check my hand luggage at the gate - I get it it’s too heavy yada yada - but rather than being friendly about it I got ambushed by 3 hostile ground personnel at boarding. Totally unnecessary. So now I fly other airlines when I can help it cause at least it’s a bit more pleasant than dealing with personnel who carry the frustration of having not make the cut to join the police. You know the best - I’m now sitting staring at empty overhead bins where I’d gladly have paid to have my bag sit! German unpragmatism at its peak.

In June, my mother flew from Bucharest to Frankfurt without any problems. However, on her return flight, she had already boarded the aircraft and waited inside for more than an hour before the flight was suddenly cancelled.

Then, on 18 July, exactly the same thing happened to my mother-in-law. She flew from Bucharest to Frankfurt without any issues, but her return flight was first delayed and then cancelled after she had already gone to the airport.

In both cases, Lufthansa blamed the cancellation on bad weather. I simply do not believe this explanation. From what I have seen, it seems much more likely that Lufthansa is struggling with staffing and operational problems.

The worst part is that these cancellations caused major inconvenience for our family. We had to make long trips to and from Frankfurt Airport, completely change our plans, and yet we did not receive a single cent of compensation or any meaningful assistance.

Two return flights cancelled within less than one month for the same family is simply unacceptable. Lufthansa used to have an excellent reputation, but based on our recent experiences, the reliability and customer service have been extremely disappointing.

Never again. I will never choose Lufthansa for my family or myself in the future, and I cannot recommend them to anyone.

Absolute chaos and horrific customer service in Munich! Avoid Lufthansa!
​I am writing this review to warn everyone about Lufthansa’s appalling customer service and chaotic disruption management.
​We flew from Canada to Timișoara on July 17th with a connection in Munich. Because the flight from Canada left with a delay, we missed our connection and were stranded in Munich.
​The way Lufthansa handled the rebooking was an absolute joke. For Sunday, July 19th, they booked us on a ridiculous route to Timișoara via Istanbul at 12:55 PM, completely ignoring the fact that there was a direct flight to Timișoara at 11:00 AM!We went to the Customer Service desk in Munich at 9:00 AM to get this fixed. It was absolute madness. The service was horrific, utterly disorganized, and the waiting time was endless—well over 2 hours! Because of their incompetence, we couldn't get anyone to fix the ticket in time.
​The worst part is the staff's attitude. Nobody listens. We tried to explain that we already had a separate trip to Istanbul booked for Monday and desperately needed to get to Timișoara first, but they simply did not care.
​Lufthansa used to be a premium airline, but now it is a total disaster. Terrible communication, zero empathy, and non-existent customer support. Save yourself the stress and book with someone else!

What a scam airline! We had 2 people and one of our luggage is overweight. We would like to re-arrange but the staff said it is not allowed to re-arrange and forced us to pay. We wouldn’t pay they wouldn’t let us fly. Very rude staff. Never fly with this airline again!!!! What a scam

This company frequently wastes soooooo much of my time.
The flying part is fine, no issues here.

It is everything else that is just painfully dreadful. Customer service is absolutely non-existent.
Hard to get a receipt for expenses. It’s bad enough trying to get ones for a flight, was it recent, was it before 3 days ago? Different methods… did you pick the wrong one? Tough luck customer…
Why aren’t they just in my account like a modern company?

Need a receipt for in additional option like seating? Tough luck. Talk to their AI, reach and agent, get sent to one of the flight receipt pages… these don’t get you what you need 🙈
(Eventually I got a weird email address to send a message to, no idea if this will work, still waiting).
Brutal experience, avoid if you can!

The worst thing is, I don’t think they care enough to bother reading this 🤣

Flight cancelled - automatically rebooking 4 days later; no Chance to get any Customer Support Service; it is one of the most expensive Airlines in Europe - it is absolutely not worth; we booked a long distance with an overnight stay and less changes as possible - it was much more expensive than other Flight possibiilty - LH cancelled the first Flight - for no reason, so we missed the following flights, missed the overnight stay in Singapur which was really expensive; no Customer Support Service! LH doesn‘t care even you paid several thousand Euros for the flights; Never again LH

Overall great service and smooth flight. We booked an overatlantic flight and teh food and entertainment was amazing. The only issue was that they flagged our card as suspicious activity and it took forever to check-in at the airport as we had to give copies of our physical card etc. this is the reason for 4 and not 5 star review.

My son and I traveled from Heathrow T2 where we experienced threats from the Luthansa staff as my son as a medical bag due to his condition and under Luthansa’s own T&C’s you don’t pay for a medical bag but the staff called us liars and threatened if we did not pay for it we would not get on the plane but they were also rude. At Frankfurt airport coming back to the U.K. we had to pay for both our carry-on’s which included his medical bag and even though I had a email from the airline which stated our bags are free as they are under 8KG especially son’s medical bag we had to pay for them both.
But when we boarded the plane the male cabin member grabbed our bags and when I asked him not to as it rude to do so without asking he claimed it had to go in the hold, I explained no it dose not as mine has my laptop and my son’s bag is his medical bag and we were met with a attitude problem as he stated well you better take those things out then and when I told him no it’s going under our seats he did not like it.
I have made repeated complaints to Luthansa who refuse to refund the money and refuse to do anything about their staff unprofessionalism and rudeness.

Premium economy seats on A350-900 flight from Vancouver to Munich today our seats were Row 10 my seat G 😒 AVOID that row and especially that seat. They have squeezed 4 seats in the middle section greatly narrowing the aisle so anyone on the aisle seats gets their shoulders/arms knocked by anyone passing and with ONLY ONE toilet operating at that section the aisle is very busy, also you have all your tables/TV monitor in the narrow arm rests and they are difficult to get in and out, one TV was stuck and even the flight crew had to leave it out when we took off. Premium economy was a great disappointment and definitely not worth the extra money. Would not book it again with Lufthansa.

What a disappointment! Lufthansa was slightly cheaper than Air France from Tokyo, so I gave it to a try: big mistake!
We flew from Seoul to Munich, the flight was fine, though we had to change seats because mine could not recline. The plane seemed not very neat, though the food was fine and the media on offer varied....

On arrival at Munich, we transferred to our second flight, to Paris CDG. At the check-in counter, there was no staff....It is only when I set up the wifi that I received the message from Lufthansa, saying our flight had been cancelled. We could book an alternative transport by ourselves, with a discount coupon for night train. However, our luggage were being stored by Lufthansan until the next day; how absurd? What were supposed to do, leave without luggages?

Because it was late, there were no hotel nearby the airport, my fiancee decided to stay inside the airport.... We eventually got rebooked in a 06h40 flight, but our night was hellish; absolutely no staff to tell us what to do, no food and drink offered, no accommodation. When one pay over 2500E for a flight, one expects a better service; especially from a leading airline...

It was the first and last time I used Luthansa. A couple of years ago I had the misfortune to "use" the German train and my experience was as bad....Never again.

Never ever again.
Lost two luggages on separate occasions

Cancelled our way to Stockholm and did not book us on a correct flight. We had to FIGHT to speak to someone who did not release the tickets until 1min until luggage registration cut off.

Refused to reimburse us for taxis, hotels, occurred BECAUSE OF THEIR TRANSFER.

Cancelled our return, and booked us on an Air France flight. AF did not have confirmation of us being on their flight and only had us as STANDBY we almost got stranded.

Still fighting with Lufthansa for compensations, refund and generally speak to someone. Because “it’s never their department”

AWFUL FROM START TO FINISH

Was on flight from Dublin to Munich. Check in was great and simple. Plane was new and very clean. Flight crew were pleasant. Every passenger got a free snack of water and mini Lindor bars which I think was nice. Flight had excellent communication, both in German and English and even communicated in German with each other and German speaking passengers. Impressive for me as an English speaker.
Highly Recommend though its a bit expensive. Overall, worth it.

Do not book with Lufthansa if flying with a pet!

The website indicates signed papers by a vet showing vaccinations etc. is required plus two signed pet documents .. my daughter had these and was still refused by a very unpleasant German employee at LAX.. My daughter flew in December with Lufthansa and the same documents with no problem … I guess it just depends on the employee you have to deal with ..she screamed at my daughter on top of that an had her in tears … terrible awful company .. never again

Worst airline ever. I would not use if I was not forced to use them at a team membee to united in Europe. Being United 1k, I am treated well by them. With Lufthansa, I am treated like an inconvenience.

Do not travel with Lufthansa Airlines ! They are scam!

Worst experience ever . I will never fly this airline again!
I booked my tickets a long time ago. Business class
Confirmation number EN6MVF
I contacted to change my tickets to the different date. For October 8 th form original July date, and provided my card numbers to pay for the exchange fare difference. $400

Agent has assured me that the tickets will be reissued shortly and sent me the updated booking details.

Then after a few days when I logged into the reservation, It says there are no flights in the booking. When I called the airlne back, agent who picked up said, the previous agent miscalculated the fare differnce and ticket were not issued. ( Need to mention that they treated me with extreme disrespect. )
To the question how could that have happend the agent said it happens pretty often -- which to me doesn't make sense. How can they ask for card information over the phone and not book the tickets?

And how is that my problem that their agent miscalculated the fare difference?
What does that have to do with me at all? What struck me even more is - if I didn't log into my reservation after a few days. I would have ended up going to the airport and not having the flights, not to mention the hotel bookings that I have made already.

Worst airline ever, I will leave this review Everywhere! I Promise!

And their agents act like you are their worst enemy! They are not about help at all!
Shame on you scumbags