Lufthansa Reviews 313

Having already had my Lufthansa flight amended several times, I received an email last week telling me, yet again, that it had been significantly amended. They asked me to call back and I have spent the best part of three hours today on hold trying to get through. Each time I call, I have to wait for about half an hour only for me then to be cut off just as it sounds like I'm about to speak to someone. When I try to resolve the issue online, I'm told to call the Customer Service Centre. What on earth am I supposed to do?!

Called them, waited 1:41h, got kicked out. Not really a Service Center.

It is a terrible airline now....
We had a flight from Paris to Bogota with a connection in Frankfurt. The flight from Paris was late but we were told we didn't have to worry, our flight to Bogota was going to wait for us. Once we arrived in Frankfurt, we ran to the boarding gate. The plane was still there, but we couldn't go onboard. With the person from the boarding desk, we called the pilot several times, but he denied us our right to take our flight. So we had to see the plane take off without us.

That was only the beginning...
We were offered a new flight to Bogota the following night, with a connection at Sao Paulo. On a 10 days vacation in Colombia, we had already lost one day thanks to Lufthansa.
What's more, transit through Brazil requires a PCR test. We had to pay for it of course ! How much ? 250 euros ! Are they using gold swabs over there ?
Anyway, we asked for an invoice for this test. We were told to send an email because this was their way to do it.
Here is their answer:
"Thank you for your request to medizin[at]fraport.de. We are currently facing an increased volume of inquiries. We therefore ask for your patience.
Below you will find answers to typical inquiries. In these cases we do not provide an individual answer and ask for your understanding.
[...]
Please refrain from phone calls to our medical center.
Thank you for your understanding."
Well, please give me my invoice, or is it too difficult with Covid-19 to do your job ?

You might think I’m too hard on them. And you are right : Lufthansa gave us a 10 euros voucher for the 3 meals until the flight, how generous ! We were happy to buy one sandwich giving the airport prices thanks to this voucher.

Know your rights. The european law (Number 261/2004 of 11 February of 2004, Judgment of the CJEC of 15 November 2001 (case C49/00) and judgement of the CJEC of 23 October 2012 (cases C-581/10 and C-629/10) states that an european airline is entitled to pay a lump-sum of 600€ for a delay > 6h and to refund the extra money you had to pay for the trip (including PCR test…).

So I sent them an email to get my money back. Once again, I got an automatic answer : « We ask for your understanding that responses are currently delayed due to the extraordinarily high volume of incoming inquiries. You can support us by refraining from further inquiries. »
Whatever is happening, it is because of the pandemia. This is the perfect excuse for companies. The customer shouldn’t complain to pay for Lutfhansa’s errors. He shouldn’t ask for invoices. He shouldn’t send mails, he shouldn’t call. But he should pay. Brave new world, according to Lufthansa.

I’m studying medicine, imagine, just imagine if we had the same behaviour at hospital.
"Thank you for your request to Hôpital Cochin. We are currently facing an increased volume of patients. We therefore ask for your patience. Below you will find answers to typical injuries. In these cases we do not provide an individual examination and ask for your understanding.
Please refrain from going to our hospital.
Thank you for your understanding."

We will fight. I can guarantee you they are going to give me my money back, even if I had to go to the European court.
My 2 cents : if you don’t want to lose your time, money, and hope in humanity, avoid this company at all costs.

NO moral!

What a fantastic company.

Now where we almost can't go airborne, and don't have our focus on airline companies, they sneak away our bonus points, earning big money on Corona that way.

NO moral and empathy!

Absolutely disgraceful customer service! I called Lufthansa several times, each agent has no clue what they are talking about, messed up my booking, spent hours with endless phone calls to them only to be treated rudely. The worst experience of my life by far. Original flight to Beirut was never cancelled by them although the regulations had changed due to COVID and U.K. travellers were not allowed to board the plane unless they booked the government hotel which wasn’t available 2 days before my departure. When I called and asked for refund or voucher, I have been told that they can only put booking on hold. When I tried to rebook it that’s when the nightmare started. Extremely rude CS approach, zero courtesy, I’ve been told I’m eligible to partial refund which was apparently never the case. Then that I had to pay extra £120 on the top of original £360 to fly to Poland!!! I must say this has to be the most expensive fly to Poland from U.K. in the history within the economy class!
Eventually I called Germany and spoke with nice lady who told me completely different price and processed the rebooking. However due to the variant of concern Germany was not allowing U.K. passengers to transit to Schengen zone and advised to contact them. This when another nightmare started. I had to put my booking on hold again but this was never actioned! When I realised it had to phone them again and deal with very rude lady who did put my booking on hold but did not even know that Lufthansa extended rebooking until 31 October, when I told her she was like ‘no it’s 31st august’ but eventually she agreed with me. I’m planning to make an official complaint to Lufthansa, I don’t even want to fly with them anymore. Unfortunately I had a little choice but I will try to get some money back as I can’t deal with bunch of incompetent people again. So exhausting. Piece of advice Lufthansa. Train your staff, majority of them require further training. The amount of misleading information I received from you I would probably be able to write a book about it.

My flight was cancelled on time and received a voucher for one night for free, Top Service

I'd like to point out that (from a customers point of view) Lufthansa is handling the whole corona crisis much better than all other airlines i have been dealing with. Tickets are refunded within few weeks (other airlines took more than a year!).
Customer service can be a little hard to reach but is efficient.

Lufthansa is one of the very few airlines I'd still be happy to fly with after this pandemic experience. Most other airlines have proven their lack of professionalism.

Was supposed to fly to Oslo from Prague via Frankfurt, but was told at the check in counter that no transit passengers from CZ are allowed in Frankfurt was given a phone number to call on a piece of paper. I called, where they offered to rebook. Not even refund. Terrible lack of agility in service. KLM is a lot better at this.
No prior information was given to me about the state of my flight.

Our flight from Marseille to Cancùn has been postponed due to Covid.
Our tickets cost around 2500€ but they don't want to refund them. They also tell us we must reschedule a flight before may 31st or lose everything. Great !
On their website, we find new tickets for a total of 1850€.
We call the customer service to buy them (we can't do it on website because of our specific situation).
After hours spent with us (because they hang up the phone multiple time), we finally tickets BUT they ask us to add 250€.
So we initially paid 2500€, tickets on the website cost 1850 but we have to add 250€.

That's what we call "thieves" !

Like many, I had my flight canceled and Lufthansa's evasive responses to each of my requests. If the dispute is less than 5000 € as a European citizen, you can initiate free or for cheap a procedure know as european small claim. Procedure must be initiated either in the Frankfurt court to which Lufthansa depends or in the court to which the departure or arrival airport depends. Additional information is available on the European Union website

Pathetic LUGGAGE HANDLING. They claim to have the best luggage handling in the world and hence do not issue fragile stickers to be put on baggage. My new suitcases came out torn in places and looking like they had been through a war.
Absolutely disgusting. Please do not use this airline.

We booked a ticket from Manchester to Strasbourg via Frankfurt.
We were told our luggage would be delivered to the Air Rail Terminal in FRA.
When we were arrived our luggage was nowhere to be found. We we received no assistance at all from the Lufthansa ground crew. I should point out that my partner was pregnant at the time, and the ordeal was very stressful for her. This solicited no sympathy from the Lufthansa ground crew.
Eventually we had to avail ourselves to the services of a Turkish Airline employee to find our baggage from a Lufthansa flight. We are indebted to this individual.
When we did retrieve our luggage, we had by then missed our connection.
We sought out the Lufthansa Customer Service desk, and presented them with our predicament.
They suggested either making our own way to Strasbourg, and be reimbursed later on by Lufthansa, or to travel tomorrow.
We opted for the second option since by that time my partner was not in a state to travel further.
Lufthansa however refused to put us up for the night, absolving themselves of responsibility by blaming the Airport Staff.
It should be pointed out that Lufthansa themselves directed us to the wrong place, despite being fully aware of the true baggage drop off point.
Left with no choice we took the first option.
When we arrived at Strasbourg, and initiated the claim for reimbursement, we received a galling denial from Lufthansa.
We submitted to an arbitrator who awarded us 80 percent of our claim.
However Lufthansa now refuse to accept his resolution.

Use a Philippines sweatshop who cannot even reissue a ticket if flight changed in the correct manner. Pnu922 booking.
The only uk ticket office that you can see a human is terminal 2, Heathrow.

If a flight is cancelled you have to wait weeks or months and nothing happens. Whether you will ever get your money back is open. Therefore do not book with Lufthansa!

i am a travel agent but i hope that this airline will go bancrupt as this is the only thing that they deserve .i have been waiting for the money since march 21 st and i am cleaning the mess that they left every day .so dear lufthansa you will beg for every passanger in near future .the ra that needs to be aproved 052020479 0 2046617794 Sent to Airline 220 31MAR20 EUR CASH 257.00
0052020480 1 2046617796 Sent to Airline 220 31MAR20 EUR CASH 257.00
0052020481 2 2046617798 Sent to Airline 220 31MAR20

DISGRACEFUL!!

Not only the worst airline to fly with but the most horrendous customer service provider!

PAY THE EXTRA £100s and fly with AirFrance! Lufthansa’s customer service line has staff that DO NOT SPEAK ENGLISH but are very proficient at being RUDE!!!

Zenda in particular if you ever have the luck to speak to her will treat you like you are trash about to be put out!!! These staff don’t care about the thousands of pounds you could have paid in your tickets!!!!!

Absolutely shady! Since 2016 this company has only gotten worse and worse!!!!!!

Fire ZENDA!!!

Hopelessly complicated / faulty login and web page

To the point where I'm not booking using LH.com

Fix please

I had a flight from Poznan (Poland) to Budapest (Hungary) on the 27th of April 2016. I had to change at Munich (Germany). Since there was a strike in Munich for ground personal the flight details were changed into Poznan-Munich, followed by Munich-Vienna and Vienna-Budapest. The last flight Vienna-Budapest was cancelled and the reason was only given at the arrival in Vienna Int. Airport, telling that there are not enough passengers. Instead, they offered a BUS transport to Budapest. Unfortunately, the bus started with a huge delay, AND IT WAS COMPLETELY FULL, meaning that the reason Lufthansa gave for cancellation was false.
Finally, instead of the original arrival time (23:15 pm 27.04.2016), we arrived in Budapest at 3:20 am (28.04.2016) with the bus.:-(
I am writing this comment here because the help system could not be filled in by me. Here I can also send the scanned copy of the original booking in case it is needed. Lufthansa booking code:2DNVB9 I hope you can help me with the compensation process. Kind regards: Dr Magda Solti