Lufthansa Reviews 14,283

No option to call for our booking so have to use the chat "service". Been trying for two days. You have to enter lots of details before the opportunity to join the queue. Sometimes they just say they are "too busy" and shut the chat. When you do get through it can be position 600+. Sit waiting for along time (you can't just leave it because they check if you are still there periodically) reach mid 400's and run out of time. No option to get a call back or such.

Woeful customer experience; wouldn’t recommend.

Very disappointing experience with Lufthansa customer service.

I contacted the airline due to a high-risk pregnancy and recent childbirth which made it impossible for me to travel. I was initially informed in writing that my ticket could be modified without penalty and that its validity could be extended.

Based on these instructions I requested a change of date, but Lufthansa never responded.

As the flight date approached and to avoid a no-show, I called their service center and was told that the change required a payment because no note was visible in the booking.

I was therefore forced to pay modification fees that should not have applied according to the written communication I received earlier.

I filed a formal complaint in February (case number provided), yet months later there is still no response or resolution.

This situation results from internal miscommunication and lack of response from Lufthansa.

I expect a proper investigation and reimbursement of the fees.

What a substandard company!
I would like to beat up the guys at Lufthansa, who signed the deal with Deutsche Bank to handle their Miles & More Credit Card system.
I am sitting in China, just arrived, and can not pay my Hotel as the CC doesn’t work - despite knowing my PIN & entering it correctly.
The Login to Miles&Mote Creditcard App confirms a correct Servicenumber, a correct PIN and validated by Cloudflare.
But I get a message to check my access data or contact the LH Service.
Calling Hongkong Helpdesk I have been informed that they don’t work on weekends.
No wonder Germany is not only going downhill but sliding with high speed into the next garbage bin. Or is it already there and we just haven’t realised this?
I am done with Deutsche Bank & Lufthansa and their inability to transfer the smooth running Miles&More Credit Card system over more than 6 months now.
Never again from a lifetime Senator.

I booked with my husband a business ticket from hamburg via Frankfurt to Mareakesch 27th March. After several operations int back I cannot stand in weighting lines. From Hamburg we were told their would be assistance the whole way through. Arriving at Frankfurt, there was a man taking me out of corridor placed me on a bench and nobody came
We finally gave up had to walk the long way and waiting in immense line to go through passport control.On the way we tried to stop an empty lufthansa service car
He just drove by , didnt want to make the effort of calling for help. He could see I was in excruciating pain, which got worse and worse. In Marrakesh there was no help. noone at gate. nothing. Again endless lines. I have not been able to enjoy Marrakesch yet due to increased pain and in spite medication. i was life longlong Gold Member of Star Alliance, so frequent flyer. Why there couldnt be a service person or car to take me through in a wheelchair I simply dont understand.

Awful. Never using them again. Had a connecting flight from Munich to Zagreb. Get to Zagreb to claim baggage to then receive an email to say they put my bags on a later flight; 8 hours later!! Absolutely disgusting having to hang around an airport for 9 hours by the time that flight had landed and they got the bags off! Can’t contact the airline either as no number works nor does their customer email! Learnt my lesson the hard way. Avoid at all costs

Lufthansa has been nothing but a disaster in the last 12 months (let alone their behavior, along with all other airlines, in 2020/21)!
Last year, I had a nightmare experience when trying to change a flight - went on for a week, with flights still unchanged, so I was obliged to travel on original date or lose my flight, although I'd received multiple change confirmations. I'll spare you the details.
So today, I want to check on my Miles & More miles, as I know some will expire end of March. First, their website blocked my IP, can't get on from my computer - no idea why. From my phone, I am only finding options to donate my flights now. Tried to call the number on website +4969209777777. It's either not working at all or I get the busy signal. So I cannot use my miles and will lose them. Spent about 90 minutes on this without any result. This is what Lufthansa has become: I have a word for it but I cannot post it here because of guidelines.
And I bet they're in on chemtrails, too.

First flight (out of three) cancelled. The first two flights were rerouted so we were on time to catch our last flight. To our surprise, our seats on the last flight were cancelled because we weren't on the original flights. No helpdesk to reach for assistance (during the night in EU). We had to book 2 other flights (+/- 1000€) to get to our destination with a 12h delay. Lufthansa directed us to Brussels Airlines to claim a compensation (responsible to carry out the 1st flight), although Lufthansa was end to end responsible.
This was 7 months ago, still no compensation, no response on our reminders, nothing. A shame!

Customer service representatives are completely useless and incompetent. Just because of a simple mistake, MISSPELLING A NAME, we have had our family holiday ruined by this company. We have had to call them eight times for over an hour each and been told every single time that the issue has been fixed when it has not. This has been going on for 2 and a half months now, we have provided lufthansa ample time to rectify this mistake, however have just been told today that the flight has BEEN CANCELLED AND REFUNDED CAUSE OTS TOO LATE?? And that for one member of our booking that he must rebook last minute flights that are THREE THOUSAND DOLLARS MORE. Our family holiday has been ruined and there’s nothing we could’ve done about it, we literally took all the steps necessary the customer service is just so appalling here that their incompetency has led to this point. DO NOT BOOK HERE THEY WILL RUIN YOUR HOLIDAYS PLANS!!! My advice, if you wanna get a plane DO MOT BOOK HERE, if you want eight hours of your time wasted, thousands of dollars of your money withheld for a couple months just to get nothing in return then sure go ahead Lufthansa is def for you!!

Dear Lufthansa Customer Service Team,
I am writing to formally report a frustrating experience regarding inconsistent baggage pricing and poor service at Boston Logan International Airport.
Prior to the flight, I contacted your 1-800 customer service line to prepay for my brother’s luggage. I was informed that I could not prepay due to the shared airline itinerary, but the agent confirmed the fees would be $110 for the second bag and $110 for the third bag.
However, upon arriving at the airport check-in, the agent’s system showed $110 for the second bag and $200 for the third. He directed us to the customer service front desk, where the staff was remarkably rude. One representative initially quoted "one hundred something" and "two hundred something," and when I asked for the exact amount, she became dismissive. She eventually claimed the third bag would cost $300 and pressured us by suggesting we might miss the flight if we didn't agree, despite it being 6:00 PM for a 9:40 PM departure.
Ultimately, we returned to the original check-in agent, who was very helpful and confirmed the total was $300 ($100 for the second bag and $200 for the third). We paid that amount and completed the check-in.
While the check-in staff was professional, the misinformation provided by your phone support and the unprofessional behavior of the airport customer service desk were unacceptable. I am sharing this feedback so that other passengers do not have to encounter similar inconsistencies and poor treatment.
I have a five star for the check In staff.
Update: When my brother board at the gate they ask him for proof of slip that he paid for the extra baggage.. this is so discriminating ..

Don't believe anything that their AI chat bot says. Had terrible experience when I contacted their chat bot and asked if pets can be taken in cabin flight from EU to Dublin and it was very happy to confirm that's possible. Only after I booked flights and had contacted CS due to having trouble adding pet to the flight it comes to my attention that no pets are allowed to fly to Dublin! No refund of course. Now 2 weeks after I filled complaint case with no communication and their CS can't give any updates!!

I do not expect an apology; I expect compensation. Only through financial compensation will you and your company properly acknowledge what has occurred. I initially set a figure of €10,000 as a starting point for this claim.
My experience with a flight booking with Lufthansa was, without exaggeration, the worst I have encountered in over 40 years of flying, during which I have travelled with numerous airlines across more than 100 countries. Your company demonstrated negligence, incompetence, and, most disturbingly, a complete lack of care for its passengers. This will be made clear publicly.
I began my journey to return to Germany on 17 March 2026 on flight LH763, scheduled to depart at 01:55. It did not depart as scheduled.
While boarding, I observed a technician positioned under the wing of the aircraft attempting to remove a fastener using a long spanner. The area was poorly illuminated, making it difficult for him to see what he was doing. This immediately gave me serious concern about the safety and readiness of the aircraft. Shortly thereafter, the flight was delayed by 30 minutes.
After taking my seat, I remained on the aircraft for approximately five hours without departure. During this time, passengers were informed that a valve regulating the heating system in the over-wing section was defective and could not be repaired. The captain, who was clearly under considerable stress, communicated this situation with professionalism. However, he was the last person to provide clear and informative communication for nearly two days, until I personally raised the seriousness of the situation with your staff on the eventual return flight.
During these five hours, there was no adequate air conditioning. The heat inside the aircraft became oppressive and intolerable. I was forced to repeatedly leave my seat, walk the aisles to manage stress, and change clothing in the lavatory in an attempt to cope with the conditions. This was not a minor inconvenience; it was a serious failure in passenger care and basic duty of care.
Following disembarkation, the situation deteriorated further. At immigration, confusion reigned. It was suggested by another passenger that we were being treated as a “special case,” yet no clear process existed. I proceeded to the baggage claim area—despite travelling with hand luggage only—and waited approximately 30 minutes without any information.
Eventually, an airport worker directed a small group of us to a waiting bus. We remained on this bus for an extended period, only for me to realise that another bus was simultaneously being loaded with other passengers. No one informed us that this second bus was designated for business class passengers. When I asked whether I should transfer, I received only vague and unhelpful responses.
We were told we would be transported to accommodation in Airport City, (Aero City) near the airport. Instead, we were taken to a worn, unclean hotel in central Delhi, significantly increasing travel time and discomfort.
I was fortunate to be travelling with hand luggage only. Other passengers—particularly families with young children—were not afforded any priority or assistance. Parents struggled under exhausting conditions while their children were visibly distressed, crying throughout the prolonged delays and confusion. This lack of organisation and compassion was shocking.
At one point, I explicitly requested that airport staff prioritise families with young children. I was informed that no such procedures or policies existed. This absence of even the most basic humanitarian consideration is indefensible.
Instead of a short transfer to the cluster of hotels in Airport City—no more than five minutes from the airport—we were subjected to a 30-minute bus journey through the dense morning traffic of Delhi. Why we were not taken to one of the nearby airport hotels remains entirely unexplained.
At the hotel, the situation was immediately chaotic. There was a single staff member at check-in attempting to process hundreds of passengers. Only three people stood ahead of me, yet it still took an hour before I could check in. Others behind me fared far worse. When I returned to the lobby later in search of food, the line still extended out through the front door of the hotel.
Food was eventually provided, but it was of poor quality. I ate only out of necessity.

6 more pages could not be uploaded.

I attempted to purchase 4 tickets, the site was glitching 5 times, when it finally looked good on my end I ended up losing money (pending for over a week!!!) and NO tickets.
The customer service was helpless and hopeless, kept apologizing and patronizing me that it wasn't their fault. Just infuriating...

This was the last time I used Lufthansa, I will NEVER fly with them again. Several times I starved for 9 hours, they confirmed me the special meal and once onboard they haven't.
Another time (this time) I call to move a flight and they tell me astronomical amounts, I was so astonished that I couldn't talk, basically to buy a new ticket was cheaper.

I called back few days later and magically they found a flight for 360 euro, I gave the credit card over the phone and the person said everything was fine, payment ok. I received the email too with details. This was March 6th and the new flight on 24th March.

Today, 22 March, my birthday, I find out I DO NOT have the flight. I wrote on the chat assistance and the person found another flight for 260 euro, I said OK, she said she would call me as she cannot process card data over the chat. She called me after 30 minutes saying she didn't check the conditions and that there is no flight for that amount and I cannot fly anymore to that airport but have to go to another one that is very far and it's very expensive, etc.

For your incompetence today I am stuck in USA, with no flight booked despite I called on march 6th, with prices that you should feel ashamed.

Stay away, please spend more but fly with a company that gives a real service to the customers.

I am deeply disappointed and desperate, no solution to go back and to remain, no place to sleep from 24th on. Thank you Lufthansa staff, you're incompetence has reached levels I didn't believe could exist. Goodbye forever

Overall, a disappointing experience from an airline that doesn’t consider itself a low-cost carrier, but in practice operates like one. There was no space for carry-on luggage, so I had to keep my bag on my lap. They also separated me and my wife, so we had to sit on different rows.

Lufthansa wrongfully denied boarding to our family on June 22, 2025 (Booking Reference: 7RHF4V) for our journey from Orlando to Bangalore via Frankfurt.

We were told a Schengen visa was required, even though we were only transiting with confirmed onward tickets. This appears to be a clear misapplication of transit visa rules and resulted in significant disruption and loss.

What is most concerning is the complete lack of response afterward. We have sent multiple emails and follow-ups over several weeks, and they have largely been ignored. There has been no meaningful attempt to investigate or resolve the issue.

The only response received was a refund of $50.30 per ticket — which does not even begin to cover the damages caused.

At this point, I am formally documenting this case and will be proceeding with escalation through regulatory channels, including the U.S. Department of Transportation, if this is not addressed promptly.

Lufthansa needs to take accountability for both the denied boarding and the lack of customer support that followed.

If anyone from Lufthansa is monitoring this platform, I request immediate review and resolution of this case.

Made reservations through United October 2025 for Primier Economy Nonstop Orlando to Frankfurt on March 18, 2026 utilizing Frequent Flyer Miles and cash even selecting bulkhead seats.

24 hours before flight went to check in only to find our flight was booked through United but on a "partner" of Lufthansa and needed to check in with Lufthansa. Informed Tickets were on Discover Airlines and Lufthansa couldn't assist. Now, 3+ hours into attempting to do the early check-in only to find out Discover airlines doesn't have an app to utilize and had to go through the website. Finally checked in, now 6+ hours. The night before our flight received a email from Discover Airlines that the flight was cancelled. Now morning of flight made contact with Discover Airlines that we've be scheduled on a connecting flight, not Nonstop like I paid for. Informed Discover Airlines flight was unacceptable. Finally, Discover Airlines rescheduled us for a flight two days later, bulkhead seats, premier Economy class, nonstop. 24 hours prior to departure, after spending some time trying to complete early check-in we were able to print boarding passes only to find that we didn't have bulkhead seats. Arrived at MCO Airport early, we were informed Check in staff opened at 1650...standing in line and the entire ticket counter staff finally showed up 22 minutes late only to wait an additional 14 minutes so the staff could socialize and hug each other while the extensive line of travelers waited.
Time to board, process disorganized and unclear. We were standing in the correct line for Groups 1 and 2 only to be told to go to the back of another line but as boarding started we ended up back in Group 1 and 2 line.
On board, in assigned seats, knees touching back of the seat in front of me as I'm 6'4" only to find entertainment screen in front of me doesn't work and needed to be rebooted several times during flight. The two Flight attendants assigned to our seating section appeared put out, annoyed, and disinterested in providing service or by simple request.

If I could give zero out of a scale of zero to one hundred I would for United Airlines, Lufthansa, and especially Discover Airlines. I have frequent flyer miles through multiple airlines, nearly 1,000,000 miles with United alone. I will not make that goal as United Airlines obviously does not care about loyalty or customer service.
Lufthansa has been in trouble for a few years now, and there's no hope, but by far I can say that Discover Airlines is the worst.

This is going to be a continuation review as we have to use Discover Airlines for our return flight on April 15th from Frankfurt to MCO.

Been trying to contact this corrupt company for weeks now regarding compensation for cancelled flight and I think I’d have more chance of hacking government computers than getting through to this terrible company
You can’t speak to them on the phone
You can’t email them
I’ve been number 365 waiting for live chat
You try to submit your claim again and 30+ times I’ve had unexpected error
That’s now changed to enter extra passenger details when there is no other passengers
Seriously thinking of taking them to small claims court and will claim for lost earnings occurred because of cancelled flight + the hours I’m wasting trying to contact them
I’d never use them again and I’d definitely not recommend them
They are easily the worst airline I’ve ever had the misfortune to use

Absolut worst customer experience I’ve dealt with. Called to help my family rebook their flight while they’re stuck on airport for maintenance after having to return back to Munich. Second flights cancelled in 24h. Customer service came off as really helpful and concerned for my family’s health, considering the circumstances. Spending so much time on the call that all available seats get taken??? Went from being able to accommodate all next day (that’s 2 days in of cancelled flights) to zero left after 1h call. Absolutely no help at all, drag along, inefficient and falsely reassuring while providing almost no help. Finally they managed to book family on new flight three full days after the first was supposed to land, ended up not being “ticketed” by the customer service and thus not even accommodated for that flight. Gave up trying and now stuck in Munich with now ideas what’s going on

Would not recommend having your flight rebooked with this company. Expect fast help, but of no value at all.