Lufthansa Reviews 14,283

My experience with Lufthansa was unacceptable. I was traveling to the United States with a valid passport, a valid work visa, the required residency documents, and a separate return flight with another airline before my passport expiration date. I was legally allowed to enter the United States.

Despite this, Lufthansa refused to issue my boarding pass because my Lufthansa return flight was scheduled after my passport expiration date. This made no sense, since I had already shown proof of another return flight before that date.

Lufthansa then forced me to rebook my return flight or miss my flight, without even offering to help me do it, although I was at Frankfurt Airport, Lufthansa’s own base, in their customer service office. I had to do it in a panic, in a crowd, on my phone. Obviously, they also charged me a rebooking fee for this forced transaction, because why not.

Lufthansa then took four months to send a laconic response to my customer complaint. At the very least, given what we could call an unfortunate event, they could at least offer to reimburse the ticket change fee. After carefully reviewing the information, my bank agreed to challenge this forced transaction.

This abysmal level of customer service seems to be Lufthansa’s trademark. If you have any other option than Lufthansa, may it be a boat or a horse, just take it.

Unfathomable treatment by the Captain and ground staff at the Berlin airport on 10th of May 2026: The captain coerced me into allowing a search of my private mobile phone. The ground staff in Berlin refused to provide their IDs and names, displaying a disrespectful attitude and failing in their job to provide good customer service. On the outbound flight on Friday, May 8th, my carry-on trolley was accepted without question and allowed on board; yet, on the return flight, I was suddenly charged 60 euros for that very same piece of luggage. When I pointed out that this was hardly a nice Mother's Day gift (being a mother of two 11-year-old sons), the captain replied that this didn't really matter, because: "Children are the ones who wish you a Happy Mother's Day." This, then, represents Lufthansa's attitude: as a company, we do not care about the mothers in society. Upon request, the two female ground staff members refused to provide their IDs or names, telling me instead to simply take a photograph of the display screen showing the flight number (time: 19:23). I did exactly that, whereupon the captain pulled me aside, accused me of having taken photos of the staff, and demanded to see the photos on my private mobile phone—which clearly demonstrated that I had not taken a picture of the women, but merely of the display screen. This is legally highly questionable and constitutes a clear violation of my right to privacy. Furthermore, he threatened me, demanding that I immediately cease voicing my complaints so as not to incite other passengers. This, too, was an act of gross overreach and completely unjustified. Another young male employee then remarked—quite flippantly—that "I should just ask for a new trolley as a birthday present." On the jet bridge leading to the aircraft, one of the female employees walked past me, grinned, and said—with an obviously insolent undertone—"Have a ni-ice fli-ight." It seemed far more important to these two women to demonstrate a position of power and a 'win' over someone than to look after the customers in the spirit of excellent customer service. I am shocked; I feel I have been treated with a complete lack of respect and that my boundaries have been violated.

Times are changing and their HOSPITALITY too!!
Their current motto is lying customers; just flew with them and instead of water/soda or a drink + a sandwich, we got a water worth less than 1 euro and a TINY chocolate worth 0.2 cents; so obviously, time changes and the way you lie customers too… not to say about delays, lost luggages etc!!

Paid for two seats on a booked flight two days ago. Yesterday got email informing " for operational reasons" you are allocated for another seats... But our previous seats are still available for a higher price! Absolutly fraudulent! Shame...

The stewardess was standing next to the exit when we were leaving and she said bye to everyone that got in front of her but me standing next to her after she said goodbye to the last person in front of me not. In fact I said Aufwiedersehen, because we landed in Vienna and she just rolled her eyes and stayed silent. What a rude attitude to have! She was smiling whole time and this was thing when she completely lost it! The company just hires narcissists that can’t face their own vulnerability when they realize there is always space to improve even if the person means it nicely. She could just answer normally, didn’t have to be German. But she made an idiot out of me for no reason.

My flight from Germany to the USA was cancelled the day before I was supposed to leave due to strikes. Lufthansa cancelled my flight without even calling or emailing me. I had to purchase an additional ticket on a different airline because Lufthansa wouldn’t rebook my flight. Their customer service is only available from 10am-6pm so good luck if you need any help outside of these hours. I filed a claim 3 weeks ago and have yet to hear anything back from them. I will NEVER fly with this company again.

Dear Lufthansa Customer Service,

I am writing to raise a complaint about my recent experience at the airport.

During my flight, I was charged £60 for my cabin bag due to its size. However, I noticed other passengers with similar-sized bags were allowed through without any issue. I felt the decision was inconsistent and unfair.

In addition, I found the staff handling the situation to be rude and unhelpful when I tried to understand the reason for the charge. The way the situation was handled made me feel uncomfortable and stressed.

I respectfully request a review of this situation, including clarification of why my bag was charged while others were not, and whether the fee can be reconsidered or refunded.

Thank you for your time. I look forward to your response.
From Yohanna

I was charged by Lufthansa yet I didn't take a flight with the airline. I would like a refund for the amount I was made to pay for £91.00 on 28 March 2026 at a UK airport's service desk.

My baggage was delayed because of the company falt and didn't arrived on time to my final destination. They said that will contact me soon via email and let me know when baggage will arrive to final destination. Now is May 07 and no one contacted me. I tried to call baggage claim customer service and they just vey rude people, talking very disrespectfully and as of now I was not able to receive any information about my baggage even I tried many times

Flew Munich to Toronto in business class back in March. Long haul flights are usually something I just try to survive - this one was actually fine. Seat was comfortable, lie-flat without much fiddling around. Food was proper food, not the usual reheated mystery tray - had a decent schnitzel somewhere over Greenland which felt appropriately German. Wine list was longer than I expected. Cabin crew were attentive without hovering, checked in a few times without being asked. Flight left on time, landed 20 minutes early. Bags showed up within 10 minutes. I know that's the bare minimum but after enough flights where nothing goes right, on-time and bags-on-belt feels like a victory. Not cheap, but for a 9 hour flight I'd rather pay for something that works.

Not surprising seeing the rating for this airline, so I will add another one star. Booked Eurowings (owned by Lufthansa) through Lufthansa.com. Missed flight by 10 minutes. No dedicated Lufthansa customer service desk in the whole of Heathrow terminal, one assistant shares with 3 other airlines and I queued 45 minutes. They say they cannot offer a flight the same evening, but at the Eurowings desk thy tell me I can fly 2 hours later, but have pay for a new flight. I had no choice but to pay nearly £500. A week later when I want to check in for the return flight I can't. Speaking to Lufthansa they tell me because I missed the first leg they cancelled the second leg of the journey. They want me to pay for another flight and I had to pay nearly another 500 Euro for 2. Lufthansa works with extortion because they know people are desperate in such a situation. Absolutely disgusting! Will not fly Lufthansa again EVER!

I booked my flights with Lufthansa in August 2025 for a return flight from Birmingham to Florence in April 2026. In October they cancelled one of the segments of my outgoing flight so I had to rebook and fly a day earlier than my original booking. Between then and April I received numerous emails telling me that my seat had been changed. However I did fly out on 7 April and made it to Florence. Lufthansa then cancelled my return flight the day before departure (14 April)due to their pilot strike. They rebooked me on a flight on 17 April with AirFrance and stated that some of the services I had booked weren't available on this flight (I am disabled and presumed it was my AssistedTravel). This meant I would have to spend 2 further nights in Florence and I didn't have enough blood pressure medication with me to do so. I chose the Refund option on the link in the email. Kept on getting the message that there was an issue and I should try again later. I eventually got through by phone and was told I would get a refund in 7 days. No refund arrived. Then honed again and was told the flight booking reference no longer existed. She would recreate a new one and refund that which would take 7 days - no refund received. So I phoned again and was told all sorts of stories but promised refund in 7 days- no refund arrived. These calls take hours to get connected with staff members who are incompetent and don't fully understand you. I also filed a compensation claim on 17 April and claimed expenses for the replacement flight I took on 16 April and have heard nothing from them. So now 3 weeks later I'm still 600 Euro out of pocket. I've stopped wasting my time by spending hours trying to call them but am getting no response from emails. It's disgusting that Germany's flag-flying airline should behave like this and not fulfill their legal responsibilities. My family and I will never fly with them again. I don't suppose they'll stay in business much longer as without customers there is no business. I saw an article about them having a big Centenary Celebration on the 15 April (the day I should have flown) and what a wonderful day they had had with politicians including Kanzler Friederick Merz - pity they didn't put their customers first. CUSTOMER RELATIONS HAS NOW MARKED MY EMAIL ADDRESS AS SPAM - JUST AMAZING CUSTOMER SERVICE!!!!

Lufthansa is showing gross negligence by refusing to audit a certified bank transaction. After a flight cancellation left my family stranded, I paid €1,300.00 EUR for evacuation.
Despite providing the bank statement, Lufthansa’s support stubbornly insists on a lower reimbursement based on a third-party invoice with a clerical currency error (USD instead of EUR). Their agents provide only "copy-paste" responses, ignoring the actual economic loss debited from my account.
Matter escalated to ECC Germany and LBA. Absolute lack of professional standards in financial disputes.

Our month-long family trip to the Philippines is in jeopardy due to Lufthansa’s broken automated systems and nonexistent customer support.

After one flight in a six-flight itinerary was cancelled, I was sent an email with a deadline to respond. The email was "no-reply" and provided only one functional link: "Request Refund." Fearing a total cancellation, I spent hours trying to reach a human for clarification. I was trapped in a loop of unhelpful FAQs and an AI bot that repeatedly claimed staff were "too busy" to talk.

With the deadline approaching and no way to speak to a soul, I clicked the refund button, hoping to refund just the cancelled leg and rebook it myself. Instead, the system immediately cancelled our entire six-flight itinerary without a single "Are you sure?" or "This will cancel your whole trip" warning.

When I finally reached a human via an Instagram lead, I was told that because the refund was "processed" (despite no money having hit my account), their "duty of care" had ended. Rebooking these flights now—just a month before departure—will cost significantly more than the original February booking.

To add insult to injury, the phone agent told me to file a compensation claim online. However, the online form requires a booking reference—a reference the system has now deleted because the trip was cancelled.

Lufthansa is a massive company, but these systems are not fit for purpose. It feels like a "spider web" designed to avoid human contact and shrug off responsibility. Absolutely shocking.

Unable to get an invoice for expenses. I have been struggling for 2 days to get a simple invoice. It seems to be easier to land on the moon. Get your act together and make this very simple thing easy. Very poor

Hopeless customer service. Strike action affected both of my flights and I had to make other arrangements and cancel my booking (the alternative offered to me on the way out was a 3 stop, leapfrogging my destination, which was hilarious but I can understand that).
I booked through Expedia who tell me that Lufthansa have control of the ticket and they need to action the refund. You spend hours on hold both on the phone and livechat waiting to speak to someone at Lufthansa and when you do they are dismissive and bat you straight back to Expedia, offering no help or guidance at all. Lufthansa cancelled the return flight without offering an alternative, so quite how they don't immediately action a refund process for that is insane. Joke, will not use again

bought a flight last week but it was bullcrap.

If i could do zero i would. Husband and I were flying NYC to Frankfurt and booked in Feb and flew in May. Tried to check in online and it told us to go to airport couldn't check us in. Got to airport at 5.30pm for 9.50pm flight and couldn't check in as too early. They told us to come back after 6pm which we did and then they told us we were not seated together in premium economy and they could do nothing about it. They told us it wasn't a full flight and still they couldn't do anything for us. Must be one of the few airlines that dont seat family members together by default. Hate to think if it were my child and and adult flying together...what would they do then

It is impossible to get in touch with customer service. There are no phone numbers listed anywhere. Eventually found one via Google, but it just goes to voicemail that says it will be processed in 30 days. Online chat bot is useless. No response to emails. It is impossible to get in touch with this company if anything goes wrong.

I fly frequently and generally have very few issues with airlines. Unfortunately, my experience with Lufthansa has been consistently poor when it comes to customer service and handling refunds.
For three weeks, I’ve tried to get in touch regarding refunds for cancelled flights. The chatbot is not helpful, the live chat never connects to a real person, and when calling, I’ve spent hours on hold. On one occasion, I moved from number 188 to 133 in the queue, only for the call to be disconnected.
The only time I received my rightful refund was when I escalated the case through the Danish state complaint service. In that instance, Lufthansa responded and complied quickly. In all other cases, the process has stalled with no clear resolution.
Based on this experience, I would strongly advise others to be cautious. If you do choose to fly with Lufthansa, be prepared for a potentially difficult and time-consuming process if something goes wrong.
I hope Lufthansa takes this feedback seriously and improves both accessibility to support and the handling of customer rights.