Lufthansa Reviews 14,282

I was to fly to Warsaw Poland from Tampa, Florida to meet up with my fiance, a Ukrainian refugee who never made it to the Hotel in Warsaw as she was involuntarily detained buy Ukrainian border guards who demanded a One thousand Dollar bribe to let her cross the border into Poland. She was detained for ten days before being set free and allowed to enter Poland. As a consequence of this action, she missed the flight back to the United States with me . It was listed as a No Show by Lufthansa and the ticket was non refundable. For the next ten days after her detainment I tried to deal first with Lufthansa and then with Discovery to get what is called an override and reinstatement of her ticket with an open date of travel to be utilized within 30 days of its issuance. In order to accomplish this, I needed to talk to a Customer Service Manager who has the authority to reissue the ticket for pickup at the Warsaw Airport. Previous to this time I emailed the CEOs offices of both Lufthansa and Discover, No one ever responded to any of my emails, so I called their customer service number for the United States. It took me an hour to get through to their call center in Germany. I was informed by an agent by the name of Violet that someone would call me back very soon and took my number. 5 Hours later, no one called. So I called Customer Service again. This time a Paul in South Africa answered and I gave him the ticket number and flight information and spelling of my fiance's name. He put me on hold and said he would advise his supervisor that I was on hold and waiting. 20 minutes later the phone just dropped the call. I immediately called back and the phone was answered in 5 minutes however despite it being answered, the other end just hung up. I recalled and got a nice lady in South Africa and she informed me of the correct emails, (which I used the for the emails I previously sent ( nothing new) but I still wanted to talk to a manager as recommended in such matters as apparently they have the authority to override and reissue tickets. She told me that there location did not have managers. What????? So I repeated my demand and she finally told me she would try to find someone that had reissue authority, I waited and waited for the manager to get on the phone. When he did he identified himself a Jeremia and basically said I could not get a reinstatement of my ticket because its the passengers responsibility to have all proper documentation despite a bribe demand from corrupt officials at the border. Can you believe that!!!! I said then what you are telling me is that Im basically "fxxxed" and so is th passenger.. His answer, "yes basically". I will follow this up with a higher authority at Discover but I cannot believe how this Airlie treats people when they are held prisoner to collect a bribe to leave the country. Folks DO NOT I REPEAT DO NOT EVER FLY DISCOVER OR LUFTHANSA. MY EXPERIENCE COST ME 1200 DOLLARS FOR A ONE WAY TICKET with no refund for an involuntary detainment against a persons will preventing the passenger from making the flight.

I finally had to send another angry email to the CEO's office asking why I was getting a run around and would anyone gt back to me on the matter. So far Im waiting and my fiance is about to be released into whatever situation she finds herself in. This is not the only problem. Trying to book a ticket was a nightmare as i order to get though during a so called strike, I literally had to call at 4am in the morning and at that time I was still over 110 in the que line. Another issue, I was billed twice for my fiancé's ticket. In order to not have to go through the hassles I went through earlier, I just had to go into my bank and open a claim with VISA who promptly refunded my money and had to deal with those incompetents at Lufthansa themselves. One final slap in the face. On the return trip from Warsaw to Frankfurt, the Polish Airline flight was directed to the last gate on the tarmac. I then had to walk at least One and a half miles to the gate on the other side of the airport where my Discover flight was leaving from. I almost missed the flight as I was required to clear German customs and have my travel bag checked again for the second leg of my flight. IAM NEVER EVER FLYING LUFTHANSA OR ANY OF ITS ALLILIATES AGAIN.

Never recommend Lufthansa.

I would not recommend anyone to book with Lufthansa. Not only are they unreliable when it comes to cancellations (as reflected in many other reviews), but they are also extremely difficult to deal with when it comes to compensation. There is no accessible customer relations phone line, and reaching support is nearly impossible.

On top of that, they misspelled my partner’s last name, which almost resulted in us being denied boarding. Lufthansa did nothing to help resolve the issue.

Booked a flight via phone and their cheap offshore labor recorded my email address incorrectly despite spelling correctly back to me.

I am trying to reach the customer support to get this fixed since the last 4 hours. Results so far:

1) Tried to make use off the call back option; Received an error notification and I should call the same line again.

2) Stuck around for over an hour in the line and my position in the que did not change for the last 45 minutes and I was kicked out of the line.

3rd try is ongoing and so far (after 2h) unsuccessful.

Best part of the story is that they charged me 35 EUR per person to book a ticket via phone and I do not even have a booking code. If my fight would have been today, I would have been massively screwed because Lufthansa customer service is basically non-existent.

You might ask why I did not book online.. Well.. Lufthansa was not able to to book a pet on flight in the same process as you book a ticket (you need to book pets retrospective). So you could run into a situation that you buy tickets, but won't be able to bring your dog / cat.

Thank you very much for this pleasant experience. You really do an excellent job at making RyanAir look good.

Made a booking on their website, they took nearly £600 from my bank account but didn't send the confirmation email. Had to spend over 40 minutes on the phone to their customer service dealing with a 'computer says no' response from their staff. Their best guess was that though there was a booking reference there was an error resulting in the ticket not being confirmed/available on their website. Notwithstanding it was their error, and that the money was taken from my bank account they would not honour the order that they accepted and took the money for. Wanted me to rebook at (the now) much higher price ! So now without a ticket and not knowing how long and difficult it will be to get my money back. Had previously thought of Lufthansa as an upright and reputable company but judging from this experience they are shoddy and to be avoided. Customer service advisor hung up the phone on me and refused to acknowledge complaint. To be avoided .

I had a flight from Zagreb to Montreal, and it was very good overall

My wife and I (Terry Ing) truly had a great experience with Lufthansa in Prague. Petra, helped us with our booking and really took the time to help us. We had a weird flight, PRG-FRA-MUN then the next day, MUN-FRA-YHZ. we just wanted PRG-FRA then the next day FRA-YHZ. because it was done through air canada, we had to call the call centre. it took awhile but Petra stayed around and helped us. I just wanted to give her a shoutout, Thank you Petra.

Worst Airline to fly with, avoid at all costs. They will screw you every moment they get a chance.

I wish I could leave zero stars. WORST AIRLINE EVER!! Stay away!!

It was to my great misfortune that I flew with this circus act of Teutonic buffoonery only last Sunday the 26/April/2026.
The flight originated from Vienna to Bordeaux in France.
Note that Austrian airways is a sister airline to Lufthansa and that it ran with a Lufthansa flight number to Frankfurt main. Buisness check in was a joke, 2 bone idle Vienna airport staff just about managed to check our baggage through. Then the special assistance check in was only interested in getting prams and strollers checked in, no, let’s not bother with the disabled clients, who, should of been directed to a special assistance space within business class. No doubt the bone idle couple were having a bad hair day.
After a very average flight to the farther land I’m met by a representative of Frankfurt mains FraCare, yes that’s how they like it spell it and Lufthansa are a partner share holder with this lot as well.
We arrived at gate A40 and the Lufthansa to Bordeaux was leaving from gate A6. Long story short, we were abandoned by the FraCare rep, no wheelchair, nothing.
So, with 30 mins to catch our flight we had to hot foot it our way to embarkation point. Ever seen a disabled guy hot foot it? No neither have I, But go to Frankfurt and you will.
Upon arrival at A6 I asked where the business class section was, oh it’s in the business lounge, this is where you catch the plane (smart these Germans). To confuse matters further, I asked where the special segregated and reserved seats for disabled people where? Well I might as well of been communicating in Klingon, but after Seven of nine got what I was talking about, I was then told, we don’t have any.
We then get on a bus to the plane that was parked that far away from the gate, that I was seriously thinking that we were being transported by bus to Bordeaux.
We were then hearded onto a plane. Its drab dark grey seating and grey interior colour scheme cabin interior did nothing to lift the mood.
Then the red Barron (the captain) address us minions. We would be delayed as a seat needed to be fixed in economy and as we were fully booked we could not fly with a wonky seat. So an hour later the vunder mechanics arrive and tell the Barron that the seat cannot be fixed there and then.
So you know what’s coming.
Within minutes, head flight attendant is bending the ear of the passengers sat in the front row. Fortunately I choose row 3 for us (that’s what over 50 years of flying gets you).
Now thanks to them and their benevolence, they agreed to allow a person to sit between them on a seat they had paid for.
Eventually we got off, thank F*€¥.

if there was an option for zero marking Lufthansa would get it. I cancelled a flight on 19.01.2026, and still waiting for a refund of the airport fees.
Call Customer Service and you get an AI assistant that can only understand American English. If you get through this mess, the waiting line is 34 people ahead, no matter what time of day. How is this possible.
Ryanair does better than this, with cheaper fares, more help, and better times.

I booked SIN-FRA-LCA specifically to travel with my dog in cargo hold, based on pricing shown on the Discover Airlines baggage calculator for that route. After paying SGD 4,485 for two tickets, I was told cargo hold is not available on FRA-LCA. Lufthansa has refused a refund and a formal complaint (ref: C-699068-Q6L4) has received no written response. A conciliation request has now been filed with Schlichtung Reise & Verkehr.

Lufthansa cancelled my flight LH2266 from Munich to Marseille on 8 May 2026.

I do not want a refund. I want to travel. Under EU Regulation 261/2004, I requested re-routing to Marseille under comparable transport conditions.

There are Economy seats visible on Lufthansa’s own website from Munich to Marseille via Frankfurt, but I have still not been provided with a proper alternative. Expedia told me that they could not obtain a resolution from Lufthansa and that no availability was found.

My original ticket was also Economy, so an Economy routing via Frankfurt should be a comparable option. My return flight is still active, so refunding only the outbound flight does not solve the problem at all.

This has caused unnecessary stress and wasted time. I spent around two hours on the phone, and I am still left without a confirmed way to reach Marseille.

Very poor handling of a cancelled flight. Lufthansa should provide EU261-compliant re-routing instead of leaving the passenger stuck between the airline and the travel agency.

The worst of the worst airlines that we can possibly book a flight with they have zero manners zero customer service they make your life so difficult, especially traveling with a dog. On their website, they state that if your dog is a medium sized dog, they can always fly through cargo. I booked a flight from Singapore to Frankfurt and from Frankfurt to Larnaca with them to travel with dog in cargo and they never told me its not possible from Frankfurt to Larnaca as there is no cargo and all this after they made me book my tickets

What happened to Lufthansa? They excel now in one of the worst customer service experiences one can have. I had to withdraw my flight plans and called. Good luck to find on Lufthansa's website the actual number to call!

After one hour waiting (120 persons in front of me :) )I talked to a person, and was given information. I asked to send it to my email so I have a record. Response, no it is not possible. So no record of what was said.

2 weeks later I notice that my cancelled flight was not cancelled so I tried the chat option thinking it is better than calling and I have a record. Well, after waiting 1.5 hours a live person apparead in the chat.

Communication was terrible. Apparently they are serving a few customers at the same time so I had to wait between 5 to 20 minutes every time for a response. Also, my question was never read in detail, so the agent talked about things which were not the issue.

In short, the whole ordeal took ~3 hours after communication was finished. Did I get a confirmation number? No. Did I get a record of our communication? No (I made though screen shots). Anyway, this is AI stone age and taking zero responsibility to the information provided to customers.

The good news is for travel agents: with this kind of lousy customer service I will in the future use them or expedica instead of booking with an airline directly, at least Lufthansa. It hurts to see an icon of German reliability and customer service excellence to feel so miserably in today's time.

Too bad that there is no minus review :). One star is overrated.

We booked a return trip to Austria for our Golden Wedding Anniversary. The Friday before our trip they invited us to select our seats. The following Monday at 7:30 they cancelled the flight giving only three days notice.
The crowning INSULT is they then send emails headed "Join us in 2026 for an eventful anniversary" WE TRIED but they only worry about their ammiversary NOT ours.

Extremely disappointing experience with Lufthansa at Munich Airport.
Our flight was significantly delayed, and the airline is now refusing compensation by claiming “extraordinary circumstances” related to air traffic control — without providing any clear or verifiable evidence.
Under EU Regulation 261/2004, airlines must prove such circumstances and show that all reasonable measures were taken. So far, this has not been demonstrated.
The lack of proper assistance was even more concerning:
Only metro transportation was offered, which was not appropriate given the situation.
A €15 food voucher was provided, which is clearly insufficient at any airport.
Due to the late hour, most airport restaurants were already closing, making the voucher practically useless.
As a result, we lost an entire day of our trip, causing significant inconvenience and disruption.
This reflects a lack of transparency, accountability, and basic passenger care.
I strongly advise other travelers to be aware of their rights when dealing with this airline.

This is the worst airline I’ve ever experienced. I booked my flight last Christmas from Miami to Spain with my service dog, with a layover in Zurich. Everything was approved and fine on the first flight, but when I arrived in Zurich, I was told my dog had not been checked into the connecting flight.

When you book a trip, it should cover the entire journey—not require reprocessing at each layover. I was left at the airport for 8 hours, asked to pay again for my dog, and forced to miss my flight and wait for the next one.

On top of that, no one took responsibility. I’ve sent multiple complaints and received no response. This is extremely unprofessional and shows a complete lack of care, especially when it comes to animals.

I got kicked off the plane because someone else’s ticket was expensive and mine wasn’t so I got kicked off the plane

It's off to court to me as apparently UK &EU 261 don't apply to them!!

They break the law, don't even respond to out of pocket expenses requests during delays of 12 hours, don't abide by the Montreal convention re: damaged baggage, and feel like UK261 doesn't apply to flights from Edinburgh,

The ground staff even told me the plane fault code which is clearly an electrical fault. Off the the courts next which will be a pain but at least interest will be added now as well.

Avoid like the plague,

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.