Lufthansa Reviews 14,283

I rarely leave reviews, but my experience with Lufthansa was so consistently incompetent that it warrants documentation.

I contacted their customer service multiple times regarding pet-in-cabin policies and received conflicting information from nearly every representative I spoke with. Based on the assurances of one employee, I made a purchase—only to later discover that the information I was given was entirely incorrect. As a direct result, I lost money.

What is most concerning is not just the initial misinformation, but the complete lack of accountability that followed. Even after acknowledging that the error originated on their end, the airline refused to offer any meaningful assistance, resolution, or compensation. That level of disregard for customers is, frankly, unacceptable for an international carrier that presents itself as premium.

The customer service experience itself was equally disappointing. I spent 35 minutes on hold with no updates whatsoever, only to have my call abruptly transferred—without explanation—by a representative named Toby. On another occasion, I waited over an hour and fifteen minutes and was never even connected to an agent. Across at least four separate calls, I was met with inconsistency, poor communication, and a striking lack of professionalism.

At best, this reflects severe internal miscommunication. At worst, it suggests a system where customers are expected to absorb the consequences of the company’s own errors.

I would strongly caution anyone—especially those traveling with pets—to verify information through multiple sources before making any financial decisions based on what Lufthansa representatives tell you. Better yet, consider whether you want to take that risk at all.

As it stands, I expect Lufthansa to take responsibility for the misinformation provided and issue appropriate compensation. Until then, this experience has made it very clear that customer trust is not a priority for this airline.

If there was a way to give NEGATIVE STARS, I would give plenty! I'm beyond shocked by the terrible experience me and my family have had with Lufthansa.
After being REBOOKED 4 TIMES (which is another NEGATIVE 5 STAR review with a whole other story of how it's been IMPOSSIBLE to talk to anyone about rebooked flights) due to ongoing strikes, we ended up CANCELLING OUR TICKETS AND REBOOK WITH KLM (which I would choose a thousand times over!). After yet another insane wait time online and on the phone, we finally managed to get through to someone (after a 4 hour wait) to cancel our rebooked tickets and were told all services booked would be refunded and sent back to original payment 7 days later.
Having to book new tickets with KLM, we were eager to get our refund back from Lufthansa within the timeline, but after 9 days, we had to contact them yet again. Another 3 hour wait to get to someone online, being told that our previous cancellation HAD NOT BEEN PROCESSED! Apparently, they now followed up with the ticketing dept, and we have to wait another 7 days. I was told to keep an eye on my email. Let's be honest, it's not my lack of paying attention to emails that is stopping the refund! If you can, please DO NOT BOOK YOUR TRIP WITH LUFTHANSA! You will save yourself headache, sanity and money!! Thank me later!!

08:50 flight to Ireland via Munich. At check-in, staff said my booking had a “problem.” After boarding started, I was pulled aside again because my profile was “flagged by her manager.”

After grilling my Irish Residence Permit, staff told me the manager flagging me is known for targeting Black travellers without reason. Even Lufthansa’s own staff were frustrated by it.

I’ve flown Lufthansa/Swiss 12+ times last year. Loyal customer for 2 years. Never an issue until this manager decided my race was a problem.

Lufthansa: Is this how you treat paying customers? Currently filing a GDPR complaint over unlawful profiling.

Great overall but can be better

No availablity in the chat. On Phone you always get disconnected, when trying to rebook a flight all of a sudden the flights are not available despite them being able to book. Airline staff super rude

I will never book with Lufthansa again. It's bad enough that they keep canceling my flights - first for a strike and now because they decided the flight they booked me on is too expensive for them. They rebooked my flight to Frankfurt but not the rest of my trip back to the US - they kept that from Munich. Not sure how I'm supposed to get from Frankfurt to Munich not to mention my flight arrives in Frankfurt at 1540 and the flight leaving Munich is at 1540.

I spent over an hour waiting for their chat (this is fast for them NGL) and even though I spent 20 minutes waiting after the agent joined the chat, the agent just decided they didn't need to talk to me and disconnected.

So basically Lufthansa is deciding to leave me stranded in Europe.

I had a truly frustrating and disappointing experience with Lufthansa that completely undermined the trust I had in the airline.

We were scheduled to fly from Tokyo back to Barcelona with a connection in Frankfurt. On the morning of April 12, we received an email saying our Frankfurt–Barcelona flight was cancelled. Shortly after, another message said our flight had been changed. However, at no point were we informed that our Tokyo–Frankfurt flight was also affected.

In fact, both the Lufthansa website and their virtual assistant still showed our Tokyo–Frankfurt flight as confirmed and unchanged. Our booking appeared perfectly valid.

When we arrived at the airport in Tokyo, the operating airline informed us that we were not on the flight. Lufthansa had rebooked us—without any notification or consent—onto a completely different itinerary two days later, flying via Paris. Meanwhile, the original Tokyo–Frankfurt flight departed as scheduled; we simply weren’t allowed to board because we had been silently removed from it.

We were left stranded in Tokyo, with no communication from Lufthansa. It took hours for our family in Barcelona to reach customer service and obtain the new booking details, as our account still showed the original itinerary.

We eventually flew two days later via Paris, with a much longer layover than originally planned and additional delays. On top of that, we had to pay out of pocket for extra hotel nights, meals, and other expenses, as well as take additional unexpected time off work.

To make matters worse, the online claims system does not work. After spending time uploading all documentation, the submission fails with an error message, making it impossible to formally request compensation. I have been trying it for the past 5 days.

This experience has been exhausting, stressful, and completely unacceptable. Choosing Lufthansa—often at a higher price—was supposed to guarantee reliability and quality service. Instead, we were left without communication, without support, and without a way to resolve the issue afterward.

I would strongly caution others before trusting this airline with important travel plans.

We had a truly wonderful experience flying with Lufthansa, and we especially want to recognize Mrs. Bach, one of the flight attendants, who went above and beyond.

Ms. Bach was exceptionally kind, warm, and attentive throughout the flight. She made us feel comfortable and cared for in a genuine way, always with a smile and a gracious attitude. Her level of service really stood out and made a big difference in our journey.

As her Jewish friends, we especially appreciated her sensitivity, respect, and the extra care she showed us. It meant a lot and did not go unnoticed.

Thank you, Ms. Bach, for your outstanding service—you are a true asset to Lufthansa!

NOT GOOD ENOUGH LUFTHANSA
Lufthansa cancelled our connecting flight from Frankfurt to Birmingham in December 2025…. Flying in from Johannesburg on 11/05/2026. Today (22/04/2026) cancelled connecting flight again and offered a 12 hour wait for connection….. I have spent many hours waiting to speak to a Human and Eventually Chloe joined the chat. Hours of ping pong messages. My Solution being Frankfurt to London Heathrow, which the flights were available (2 hour after landing). Now after hours of messaging Chloe ended the conversation?…. Lufthansa I expected better, flying business class comes at a high price!
I look forward to hearing from your company ASAP.

worse company ever. changed our return date with no notice or acceptence request plus did not provide us with bough seats. avoid at all cost

Extremely rude and disrespectful staff who refused to attend to me at check in Germany during my last trip.she also falsely claimed to the police I took her photo because I told her I would report her awful behaviour to customer service.she threatened that I wouldn’t fly.i was searched throughly and later also by a team of police at the airport during security screen because I believe she had flagged me ,after that another set of officers approached me that I had taken her picture because she lied to them,I had to show my photos on my phone which proved she lied, I asked them to check the security cameras if they wanted the truth .after failing at her vendetta she tried to keep me from boarding by saying I wouldn’t travel and she went to get security until her supervisor heard the uproar and intervened. I eventually boarded but was so rattled and totally stressed.
After that I called Lufthansa I was told to filled a complaint form, I got a response they were looking into it,I didn’t hear anything, I sent emails every 2 weeks requesting a feedback and after 3 months I got an email which apologised in a nonchalant manner and offered me a ridiculous goodwill amount of 25€ like I was a beggar. I felt more insulted and I am about to send a letter to their headquarters.
20 years flying with this Airline,If there was a rating below the one star,that would have been my option.

I am a naturalised Irish citizen holding a OCI and this happened recently at Lufthansa check in counter.
When I arrived at Lufthansa counter ( economy class) 2 counter were closed for service with staff sitting behind ( probably there were on coffee break)
One counter to receive bags, second one for bag drop off . Last one for 1 st class passengers.
This horrible staff with attitude does not know OCI & looking @ issue date she presumed there is no visa, when I try to explain she was rude and I was supposed to go to 1 st class passenger counter as if she is doing a favour. Finally the one on ? Coffee break came and printed out the Boarding passes. I lost my temper and told them they have to have proper briefing before.
She is not even good to handle cargo counter because she will delay perishable cargo.
This happened on 21 April 2026 at 4 am at terminal 1 , Dublin airport.
Please Lufthansa try to sort out. Anyway I will not fly with them in the future, atleast they have 1 less unhappy passenger.
Premnath

They cancelled my flight, and booked me onto a flight to a different location. They had 2 flows to get a refund online 1) AI chatbot & 2) manage booking page. Chatbot kept crashing and saying contact the call centre. Manage booking page contact the call centre. My email said contact the call centre. You cannot find their number anywhere! I have found it much easier to get in touch with someone on the phone with Ryanair where I paid 19 euros then here where I paid 500 euros for flights within Europe.

Worst airline experience I've had and I've travelled with a lot of ultra low cost airlines around the world.

I have had the worsiest experience with this company.
Rude & unprofessional staff in customer service, in check-in counter, flight attendants are more rude. The ones working in bars are more polite than them.
Not recommended at all

It has THE worst customer support on the entire planet. You will never be able to talk to a human being. You can wait in line for 4 hours. They greet you and keep you on read. Cancelled flight? Oh well. Figure it out. They won't help. Oh and if they actually are supposed to pay out compensation? They won't answer your questions in emails. Regardless of how many times your try asking. They will just answer robotically whatever they feel like . So be ready to sue them. And wait 3 years to get your money from them. When everything goes according to the plan they are alright. If anything goes wrong..... You will NOT get any help. It's a disgrace of a company! Beware.

I have been a loyal Lufthansa customer for many years, but I’ve finally reached my breaking point. While their ticket prices are often competitive, the airline has become completely unreliable due to constant strikes.

As a business traveler, I need to know I can get to my meetings on time. Unfortunately, I have been caught in their strikes three separate times now. You can book a flight months in advance, but you never actually know if you’ll be able to fly because the employees are perpetually on strike.

It’s a shame because I used to enjoy flying with them, but I can no longer risk my professional schedule on an airline that can't guarantee its own operations. If you have a time-sensitive trip, I’d suggest looking elsewhere until they resolve their internal labor issues

This is only in April 2026

April 16–17: A 48-hour strike by pilots which grounded over 800 flights.
April 15–16: A 48-hour strike by cabin crew
April 13–14: Another 48-hour pilot strike.
April 10: A one-day "warning strike" by cabin crew.
April 8: A 24-hour ground staff strike that affected 11 German airports

And others this year -

March 2026 12 – 13 (Thu–Fri): 48-hour pilot strike. Lufthansa operated a special schedule where over 50% of flights were cancelled, including many connections to Prague, Frankfurt, and Munich.

February 2026 12 (Thu): A coordinated 24-hour strike by both pilots and cabin crew. Nearly 800 flights cancelled, affecting 100,000 passengers. Frankfurt and Munich were the hardest hit.

Needless to say, for the last 10 years, there were around 30 strikes, and 8 already occurred this year

Always trying to pick Lufthansa. Never disappointed. Highest quality in Germany.

I am extremely disappointed with Lufthansa's rigid and predatory handling of a simple name correction. My minor child, a Spanish national, had a clerical error in the second surname (duplicated as JUNG instead of JEON) due to a potential system data conflict from previous travels.

Lufthansa Korea (Case C-630444-X3K6) admitted it is a clear typo but demanded that I repurchase the ticket at the current market price—which is now DOUBLE the original fare—and then request a refund for the old one. This is not a "name change" but a minor 2-letter correction for a Spanish citizen with a double-surname system.

Furthermore, the agent told me to "check at the airport" without any guarantee of boarding, which is an irresponsible way to treat a family traveling with minors in the peak summer season.

I have already filed an official complaint (Feedback ID: C-630444-X3K6) and will escalate this to the European Consumer Centre (ECC) and the Luftfahrt-Bundesamt (LBA) if this is not resolved with a simple waiver or correction at the original fare.

Stop using minor typos as an excuse for predatory pricing.

UPDATE (April 20, 2026): Lufthansa Korea has officially refused to help, stating that I should handle this solely with the headquarters because I filed an official complaint (C-630444-X3K6). They are completely ignoring the 100% price hike issue and evading responsibility. I am still waiting for a fair resolution from the headquarters.

Only giving one star because zero isn’t possible.
Do not book Lufthansa.
The planes are dilapidated and falling apart.
Food and entertainment are shocking even on long haul.
At least one of your flights will be cancelled.
You will not be able to contact anyone at Lufthansa- it is not possible.
You won’t be rebooked on anything resembling a suitable alternative flight.
And when you try to claim compensation the website doesn’t work and you won’t receive any support.
Worst airline ever. Avoid, avoid, avoid