Luxair Reviews 

Two flights canceled - noone to talk to !!!!

First flight was moved from early afternoon to late evening due to cancelation - a bit later then the second flight was also canceled. Just received a text and when calling customer service noone answers. Trip spoiled and noone cares. Never ever Luxair again !!!

Travel time was short - around 2hs - but we where offered a free snack (croaissant, coffee/tea & fruit juice/water) + some candy afterwords.

Air service was great! Best airline!

Luxair app is absolute rubbish from start to finish. One of the worst airline apps by far

Unbelievable. Staff shouting at me at the stopover gate (where I switched to Luxair from another airline) and then threatening me (about my luggage being removed), which then resulted in the loss of my luggage (mystery). I contacted Luxair immediately at the airport, upon my arrival. This was the 2nd flight/company. The 1st leg/company conducted a search and confirmed my bag arrived with me to the stopover, before it was handed over to Luxair. I have been everywhere from south america to the middle east, australia etc., but I never had anything lost/stolen, or this type of treatment. When I submitted my claim, nobody addressed the issue of their staff at the stopover, or what actually happened with my suitcase. Instead, I was told that I had to present original bills "paper copy provided"of all items in my suitcase (obviously impossible in the day and age where many of us shop online), and was not refunded. More importantly, the bag contained important data/results from field research. Overall, an unnecessary airline, when we do have Lufthansa and AirFrance in the region. I would never trust them again with my property and person.

Probably one of worst airport in Europe. Limited number of checkin counter, only 4 screening lane for security (and security staff worse than TSA, aggressive and rude even with elder people and babies). All this creates endless and super crowded lines. unless absolutely needed stay away!!

The flight 6 in the morning, more than 30 min delay and no info about it. The crew was not there... The women at the boarding had no idea and cant give any information.
For the luxair prices not acceotable.

I flew on the 14th of July LG9514 and till today 30th of October, I never received my luggage despite the claim and exchanges with you. This is unfair, unpleasant, and discriminatory.

Useless...... I wanted to change my seat before checking in but the website payment service was not working so then called.

The guy who picked up the phone asked for my bank card account number (including the expiry date and security digits) which is not legal. NEVER PROVIDE FULL BANK DETAILS ON THE PHONE. But I decided to take the risk since the flight was the next day.

After 6 times repeating the bank card number, the person on the phone kept making mistakes. How hard can it be to write down a number?

I gave up and had to drive to the airport to confirm the booking.

This airport needs to lay off half of its staff and employ proper people.

Luxair’s baggage drop services have repeatedly shown incapability when it comes to understanding requirements of other airlines, showing very bad customer service. When being eligible for two free luggages (one with sky blue and one with delta) they charge you the second luggage because their system is incompatible with delta and they say it shows „dollar signs“ - what a bad service.

Is it possible less than 0? Typical Luxembourg style, very poor quality and high price

Booking process was great but customer support horrible. 9 hour delayed flight. Lost luggage. No food voucher. Where tolt to send in recite for food which we did. After 2 weeks no respond on that.

When you claim a reimbursement or a voucher after severe delays Luxair announces 14 days treatment but it is now 42 days that we are waiting - 200% more time and the service center says we cannot talk to anyone for claims and nobody ever answers emails. very low level of client service when problems occur. At minimum the company should do the maximum to compensate for painful customer experiences in a smooth way - improvements clearly needed.

On the way to a vacation a woman with brown hair working in Copenhagen for Luxair has taken and “checked in” our 23kg luggage without actually checking it in.

What happened next? We arrive at our destination while our bag is missing. Waiting for 3 hours at the local Lost&Found without any success. We can’t file a complaint or track it because it was NOT checked in. We spend days on shopping for all the things we urgently need. We spend hundreds of euros on things we already had in our luggage. Not one day on the phone but A WEEK trying to solve it. On a vacation. Writing tones of emails explaining this ridiculous situation while no one can help just because one incompetent person working for Luxair had one little thing to do by putting a sticker on a bag and pressing “check in” on a computer but FAILED.

8 days since. Guess what? They haven’t done anything yet. It’s has been a stressful, sad and extremely unpleasant experience which we had to deal with on our vacation. All because we were unfortunate enough to choose Luxair as our airline.

UPD
14 days since. Luxair haven’t done anything rather than sending emails to lost&found offices.

24 days since. As expected Luxair did not do anything and does not know anything. What a relief

Although LUXAIR is not directly responsible for these events, the company needs to take responsibility for the companies it outsources its baggage issues to, DOLFI1920. On the phone, I was dismissed and simply told to contact DOLFI1920, which is unacceptable considering DOLFI1920's gross incompetence. Here is what happened:

22 Nov 21:
My suitcase was damaged (missing wheel) on a LUXAIR flight from Lisbon to Luxembourg.
First contact with Luxair Bagage Claims (case no. DPR LUXLG51903).
LUXAIR referred me to DOLFI1920, the company to which they outsource baggage repairs.

23 Nov 21:
First email from DOLFI1920 (case no. 00068683), requesting information to pick up the suitcase. Due to travel, my response was delayed.

28 Nov 21:
I requested that DOLFI1920 pick up the baggage from my hotel in BRUSSELS.

30 Nov 21:
DOLFI1920 informed me by email that the baggage would be picked up on 2/12/22.
I asked if they could guarantee a return of the baggage by 9/12/22.

1 Dec 21:
Response from DOLFI1920: “We will be in touch as soon as we have that information.”
Then, absolutely NO NEWS until, out of the blue...

27 Feb 22:
Email from DOLFI1920 asking when and where they could pick the baggage up (as if we had never communicated before!).

2 Mar 22:
I provided my address in LISBON.

7 Mar 22:
A courier came to pick my baggage up in LISBON.

15 Mar 22:
Email from DOLFI1920: “We’ve sent you your baggage”.
There was no warning or inquiry as to whether I would there, and no confirmation of address. I assumed DOLFI1920 would send my baggage to the pick-up address in LISBON.
I wrote an email informing them I would not be in LISBON until 28 March and could they confirm a delivery from that date.

17 Mar 22:
Still no response from DOLFI1920, so I wrote again.
Response from DOLFI1920: “It will not be a problem, the baggage will be returned to us (in GERMANY) and then we will send it again.”
Then… NOTHING. My luggage had disappeared and DOLFI1920 was not giving me any information.

28 Mar 22:
I phoned LUXAIR to ask for an explanation.
LUXAIR said they were not responsible, that I should phone DOLFI1920.
I phoned DOLFI1920 and spent ONE HOUR, THIRTY-NINE MINUTES and FORTY SECONDS on the hold. I never got through and gave up.

29 Mar 22:
I receive an email from the hotel in BRUSSELS whose address I had given DOLFI1920 for the baggage pick-up in November 2021.
They said they had received a large parcel for me but I was not due to check in, and what should they do with it?
I wrote to DOLFI1920, asking them if that delivery was my suitcase…
NO RESPONSE UNTIL NOW.
I made my own arrangements to collect the suitcase because I clearly cannot trust DOLFI1920 to do its job properly.

DOLFI1920 is incompetent and terrible at communicating. LUXAIR should not collaborate with a company whose service is so bad.
If the hotel staff had not made the effort to look through its past bookings to find my details, I would still not know where my suitcase is!!! It is worth over 500 EUR and it would have seemingly disappeared off the face of the earth.
Both DOLFI1920 and LUXAIR need to take responsibility for this gross incompetence.

I really don't understand some of the comments here. Having had to change and cancel flights because of COVID, Luxair customer service was friendly and extremely helpful. Only waited for a few minutes on the phone to get a free flight change. Same experience with website requests - I got a refund and voucher in two days.
As a frequent flier in Europe, this is definitely one of the best airlines both onboard (mmm, crémant!) and for customer service.

Worst airline ever !
... And I used to travel all over the world.

100% of flights booked was either canceled either rescheduled.
Absolutely no support from the client service, no solutions proposed, short notices,... - Useless.
Avoid Luxair.

My cooker hood had a minor failure of a switch. Luxair got a new part shipped and fitted the part with no problems. The service was excellent and quick with no cost.

I used to love Luxair even bought one of their summer packages and it was the perfect vacation.
But last Jan on one of Luxair flights my bag came out damaged and since then I have been in an endless loop between Dolfi 1920 "the company that handles the damaged luggages for Luxair" and Luxair, over two months now in endless unprogressive loop.
Anyway I have contacted the The Ministry for Consumer Protection and lets see how it goes.
TBH I will try to avoid flying on Luxair as much as I can.
also try to avoid dealing with Dolfi 1920, they are amateurs and unprofessional.

Between 1977 and 2020 I have made a total of 60 Luxair flights. One single flight had a big delay due to airport problems, all other flights have been rather on time. Until now luggage is included in the standard price. My luggage did never get lost. The onboard service is still functioning, maybe a little bit more modest than 40 years ago. I hope this airline will continue flying after Covid!

Horrible experience.

Booked a flight from copenhagen to Luxembourg in July when traveling was possible.

I booked weeks in advance and payed when I booked the flight. Few days after booking Luxair cancelled my flight with no reason.

NO HELP TO GET from Luxair. I have my flight number and tickets. They will not communicate with me because I booked the flight through Kiwi.com. Kiwi.com writes on their homepage that I can seek the refund directly from Luxair.

Have read of many customers with the same experience with Luxair!

This seem like a scheme were flights are put up for reservation to get money from people and then cancel the flights and not paying any money back.