Lufthansa

Not to fly again with Lufthansa – Pathetic food and customer service. I was on Munich to Vancouver flight. The food I ordered was yuck , not good in taste (Pics attached). I requested both the ladies flight attendant who were taking care of the aisle in question (40A) to get me something else to eat as the main food wasn't fit to eat, indigestible and spoiled. Shockingly they… Read more

both refused to do the needful. I even asked them again as it's a long haul flight so at least they can arrange some snacks/ desserts or something else to consume... But it all fell on the deaf ears, they were quite rude and rough when again I requested them in the pantry area after the service with the hope at least they can help me with something to eat.. but they BLUNTLY said no.

Imagine the whole flight I travelled without any proper meal except the one they served before landing and that one was also too salty to be consumed.

It was really pathetic customer service that they didn't have anything else to serve. What a SHAME that LUFTHANSA Flight attendants couldn't arrange even snacks and I'm pretty sure they never wanted to make any efforts. How come in such long haul flights, they don't have anything extra or spare snacks (what to talk about meals) .... WORST EVER FLIGHT EXPERIENCE which has affected me emotionally, physically and mentally. I swore never to fly again with Lufthansa.

The most terrible experience and customer service – It is the most terrible airline ever!!!! Yesterday 05.05.2024 at 1 p.m in the afternoon my daughter and I were supposed to fly to Istanbul. But I was not allowed to do this, because discover airlines ( the airline of the Lufthansa group) said that I did not have a visa to visit this country with my Kazakh passport. Since our stay was supposed to… Read more

be 45 days.

They said that I could only stay in Turkey for 30 days without a visa with my Kazakh passport and discover airlines didn't let me board my flight When we called the hotline, they told us that these rules are dictated by the Turkish Embassy.

Today we called the Turkish embassy and they told us that the visa-free period for citizens of Kazakhstan to stay in Turkey is 90 days!!!!!

About their service:

I'll add that we waited on the Lufthansa hotline to reschedule our tickets for 2 hours!!!! 2 hours of waiting only to be told that next time we should call earlier

I do not advise anyone to fly with these terrible airlines with the most terrible service!

Shame on you Lufthansa & Discover airlines

Worse experience ever. No words on how horrific this trip was – Worse experience ever. Below is the complaint I sent to Lufthansa. So far nothing. Pure abuse and carelessness. Cost me thousand of dollars on top of stress and pure panic. First, I would like to say that I have traveled my whole life, I’m 45 years old, and I have never made a claim with an airline before. I understand that mistakes and changes… Read more

can happen (canceled flights, delays, broken suitcases, misplaced luggage, etc.), but what I just experienced with your company is just unreal and unacceptable, and honestly, almost criminal at that point. It just went from bad to worse, and a trip that was well-planned and should have lasted 1 day and a half ended up being 4 days and costing me thousands of dollars, anxiety, and pure panic. The only thing I’m grateful for is that the planes didn’t crash, I guess. I had booked plane tickets from Houston to Frankfurt to Naples, on March 25th, for 2 adults and 4 dogs, 2 in the cabin and 2 in hold. We also had 4 big suitcases and 2 carry-ons, as I’m moving overseas. I would start by saying that we checked in in Houston, and all the staff was wonderful. Polite, helpful, and reassuring, as I was extremely nervous for the big dogs to fly in the belly of the plane for the first time. Both are rescues and are extremely nervous and “special,” and I had spent almost $2,000 on Impact kennels, made in the US with aluminum, and extremely secure and safe to make sure they would be safe and secured. After working in animal welfare for 15 years, those are considered some of the best and safest options, and I made sure everything was perfect. The staff even commented during the crate inspection in Houston on how well-built those were and how well-prepared I was. When we arrived in Frankfurt, we made it to the gate for our second plane to Naples. I went to the counter to ask a question about the dogs, and a supervisor was around and said to me, “Oh, you are the lady with the 4 dogs.” I thought it was a little weird she knew that but didn’t think more of it. I did see her on the phone and dealing with something, as the gate agent made us check in our carry-ons because the plane was full. Anyway, a few minutes later, the gate agent informed me that there was an issue with my dogs and that they would not be able to make it on the second plane. When I asked what happened, he just told me the crates had been destroyed and that the dogs would have to be transferred, and I should take my plane to Naples, and they would send the dogs to me when possible on another plane. I asked for more details about what happened and I wanted to know how my dogs were doing I told him would not leave Germany without my pets, but he got defensive and insisted I should go on the plane. I said no and told them to make sure my luggage and carry-on were coming off ASAP, and then I asked to talk to a supervisor (who had quickly disappeared). I was told to go to gate 22 at the information desk and wait for the supervisor; he also said, “Don’t worry, she knows who you are.” I waited for a long time. I was told she was busy. I waited, wondering if my dogs were alive and well, and what happened to damage those extremely solid and expensive crates I had bought. At some point, I was in total panic. Finally, the supervisor showed, up and said she didn't know exactly where my dogs were, but they were okay. She then started to try to blame me. First, the crates weren’t well-built enough, but when I showed her what it was and the videos with 1400 pounds on them, she said it happened because of turbulence. When I said the crates should have been secured and we didn’t have much turbulence, she said the crates were too small, and the dogs couldn’t stand or lay down properly, which is 100% false. They are 1 or 2 sizes bigger than needed, but I use them all the time and want my dogs to be comfortable during the long trip. When I asked if I could see my dogs, she said no. If I could see the crates, she said no. If I could have pictures or videos, I was told no. And all this time, I’m thinking something horrible happened and the crates were destroyed with my dogs in them. I also was really worried about my dogs being out of their kennels because they can be difficult when scared and stressed, and I was worried an employee could get hurt. I mentioned this to every person I talked to, but none showed any concern. She then walked us to the information counter and asked about 10 employees behind the desks who would like to help us, and none volunteered. Honestly, I was in total disbelief at the treatment we received. Finally, an agent called to find out what was happening and get an update on the dogs, who had made it to the dog lounge. I was then told that the dogs were okay and that the crates were missing parts (still no explanation on how), but the staff would be able to put them back together and get the dogs and us on the same flight the next day. I asked to talk to the dog personnel for reassurance and was told no. I asked for pictures or videos and was told no. So, we got booked on the same flight for the next day, and the dogs stayed at the dog lounge with me worried about them and the staff. I asked about getting our luggage and was told it wasn’t possible. I asked to get my carry-on back since I had my personal items and medications in it, but I was told it wasn’t possible. The same carry-on I was told to check in when they knew my dogs would make the flight (I still do not understand the purpose of this). Now, we were left with nothing, no medications, no clothes, or even a toothbrush, and no dog food for the 2 dogs traveling with us in the cabin, and we had to buy a few things. The next day we took the second flight with all the dogs and finally made it to Naples, but when we grabbed our luggage, we could tell that they had been opened and searched, but we didn’t see any of the inspection stickers usually used. My friend's TSA-approved lock had been removed from her suitcase as well. But we kept on because, in the meantime, I had lost my car rental, which was prepaid and also $400, and a big event to accommodate all the dogs, humans, and luggage, a hard thing to find in Europe. We ended up taking an 18-hour ferry ride (another $533) to make it to our destination 2 days later. If only the story ended here. When I arrived at our final destination and started unpacking, I discovered that thousands of dollars of stuff were missing from my luggage: bottles of expensive perfume, new pairs of sneakers, expensive Japanese cooking knives that were in their original boxes and nicely wrapped as recommended for staff safety (one was a gift from my sister a few months ago right before she took her life by lying on the train tracks, so its sentimental value cannot be replaced), and also all my social media/TikTok equipment, new creme face and makeup, a full bag of cables, USBs, memory cards, external batteries. I'm not exactly sure where this happened since we went through Houston, Frankfurt, and Naples but I would bet this happened during the luggage stay overnight in Frankfurt because it must have taken some time to go through every suitcase without making a mess and pick anything new or of value. Nothing was taken from my friend's suitcase since she only had some basic vacation items and clothes. Anyway, at this point, I’m not sure what to say, but I hope your company will have the decency to look into this and try to make it right. The way I was treated in Frankfurt is unacceptable, so much so that one of your own employees came running down the hall to meet us. She said she wanted to tell us she was at her desk and heard the whole story and was mortified. She said she wanted to apologize for what happened to us and how Lufthansa was treating us. She said I went far and above to make sure my animals were safe, and with all her years around, she could count on one hand the customers who had gone to such extremes and spent that much money and energy to make sure their dogs would be safe. She went to a desk at some point and gave us a pamphlet on “your passenger rights.” Your own employee was horrified by the situation; it says a lot. I wonder what she would say about the missing items on top of everything else. I would like to be compensated for the crate I cannot use anymore because of the missing part, lost damage by the airline, and for the stolen items at least and what we had to buy in Frankfurt overnight (which is only a charger and dog food, because I didn't want to overdo it). This doesn't even start to make up for the loss of time, money emotional toll, and feeling of violation this has created. I would love to talk to someone and address the situation. I was told I needed a police report, but from where since my luggage went through 3 countries while in Lufthansa's procession?

Flight cancellation handled terribly - customer service frustrating – In August 2023 they cancelled my flight from Germany to Italy, which I paid for dearly, and after waiting for hours in an endless queue (they only had 2 people handling this big issue) they left me in Munich for 48 hours with nothing but a ticket for Zurich after 2 days, which did not make any sense. They told us to book a hotel that they would… Read more

then reimburse us, after many attempts to contact them I managed to get a refund for the hotel and meals but not for transportation to and from the airport, which was 35 km from the city centre, and they also kept my luggage meaning I had no toiletries, no change of clothes or appropriate clothing for the wild weather, which was 12 degrees and rainy while in the rest of Europe was a warm 28 degrees. I had to buy trousers, underwear, a jacket as I was dressed for summer. Neither the clothing, toiletries or transportation was never reimbursed. Their customer service is terrible, they first deny your request saying it’s not their fault, upon insisting they would then ask again for the same documents I had uploaded online through their website. I also called them 3 times to get a correct email address to ask for documentation for travel insurance as they gave me an incorrect email address multiple times. They also refuse to write a declaration on how the flight was cancelled replying that the flight was only delayed. I am speechless! I am surprised and shocked on how a German company can have such terrible customer service. They have ruined my holiday and wasted my time. When asked to escalate your email they completely ignored me and then they would reply with things that were not even pertinent to the matter. Frustrating. Definitely do not fly Lufthansa. Unhappy customer

Extremely Disappointing Customer Service Experience – I had an unfortunate encounter with Lufthansa's customer service, which significantly marred my overall experience. I want to highlight that this review pertains specifically to their call center and counter customer service, not their in-flight service. Here's the sequence of events that transpired: 1. Failed Online Booking: When attempting to… Read more

purchase two tickets on their website, the site froze upon clicking "purchase." No success page was displayed.

2. Immediate Contact: In response, I promptly called the airline to clarify the situation. They assured me that no flights had been booked.

3. Successful Booking on Expedia: To secure our travel, we successfully purchased the tickets through Expedia.

4. Unexpected Charge: Shockingly, a week later, an unexplained charge of $3500 appeared on our credit card from the initial unsuccessful Lufthansa booking.

5. Unhelpful Customer Service: Contacting Lufthansa, I was informed that it was too late to cancel the flight. Despite our numerous attempts to resolve the issue, the customer service representatives seemed uninterested in assisting, consistently deflecting responsibility.

6. Disputed Charge: We sought resolution through Amex, but our efforts were futile due to a lack of proof for the original call.

7. Airport Frustration: Upon arrival at the airport, we encountered further frustration. Lufthansa's representatives continued evading responsibility, resulting in wasted time and no resolution.

8. Traveling with Extra Seats: Ultimately, my wife and I were left traveling with four seats, a predicament that was entirely avoidable.

In retrospect, it is evident that Lufthansa's customer service approach is deeply flawed. Their apparent lack of concern for the considerable inconvenience and financial burden placed on customers raises serious questions about their commitment to providing satisfactory service.

Regrettably, this ordeal has left an indelible mark on our perception of Lufthansa. We unequivocally will not consider flying with them again in the future.

Disheartened and Disillusioned, Luke B.

I have significant internationally travel experience having been to over 40 countries. During the last 2+ years we fly only business class because of a medical service animal that is an Australian Shepard that has to be with my daughter. Since flying with her (the medical service animal) we have used British Airways, United, Air France (received… Read more

a commendation certificate), KLM, Air Canada/West Jet, Porter and Ryanair. I always provide all the documents: medical service dog, Dr. requirement, Canadian Certification, Trainers letter, Export Document (CFIA certified), vaccine and blood work record (CFIA certified), health certificate and of course breed/weight and no incontinence for long periods of travel some up to 20 hours. I had not flown Lufthansa in roughly a decade and decided to give them a try since historically they had been great. What a shock! Their respond was very slow taking over a week and then denied her requesting documents that were already provided to medical service. I resent the documents only to be left at pending. I called the Vancouver International Airport the day before our April 13th flight and was told she was confirmed. We arrive at the airport only to find out her status had not changed and being a Sunday no one was available in medical service to assist. We waited nearly 2 hours while Lufthansa workers tried desperately to help us without luck. Finally, a manager came down and said Lufthansa listed no documents received. At this point we are in panic mode but through her review of the documents asked me to email them directly to her. Upon receipt she removed the pending and we were able to board our flight to Croatia. This could have been catastrophic for both service animal and my daughter. I want to thank all those in Vancouver to assisted us and all on board attendance for their kindness and professionalism. I no longer can recommend this airline not only for their disregard for passenger health but also the quality of the pods, I have always only experience great sleep in business class and these were obviously very dated and once reclined I need attendant manual assistance to resume to the up right position several times. The over 9 hour flight had below average quality of food but non of this is reflective of the staff we actually met and spoke with but are all airline issues.

Waiting time for luggage is crazy – Edinburgh to Frankfurt. Cost for this short flight was a massive $AUD400 each. Nearly one hour waiting for luggage at Frankfurt. Just as well our train connection was late. And during the flight they pretty much ran out of food. Maybe they've got an alliance going with Qantas? Show details

Lost luggage – Due to delayed flight Krakau to Berlin with a transfer in Munich my luggage got lost. First of all there was not enough LH personell available in Berlin resulting in a waiting line for 3 hours at lost luggage desk. I did all the necessary steps to try to get my luggage back. - contacted the lost luggage desk from LH - filed a lost luggage report -… Read more

called at least 15 times to LH - filed a content list of my lost luggage.

However Lufthansa personnel just does not help me in trying to even locate my luggage. I am very unsatisfied with the service of Lufthansa and therefore I recommend nobody to ever fly with LH again. What a shame!!! Greetz from a very unhappy customer

Zero star airline company – This was third time I have been using Lufthansa and after my return back to Australia will be my last time. Bought a business class with a detailed plane , I end up to fly with an old plane a Boing 747-400. Because this is the second time , I believe this is the way Lufthansa operate. I paid $8500 for a fly to Europe yo fly with an old plane with… Read more

a terrible customers service. I went to the toilet and was not toilet paper and the bottom to flush the water was broken……is this a business class service? The 747 was so old that I was happy to land safely. Look like Lufthansa have only old planes. All experience with Lufthansa was terrible if I think I have bought a business class. No more for me. If you want bad experience ….. fly Lufthansa !

Food poisoned, blocked at boarding gate, luggage lost – No feeling involved here only facts. On my flight from HK to Frankfurt I got food poisoned (beef goulash dinner) with following 5 days unable to work (business trip). On my way back to Hong Kong, I was blocked at the gate for not being able to show HK authorities the green QR code requested to enter the country. It is normal and I have to respect… Read more

the rule. However, the staff absolutely deny any help or guidance and a lady from the ground staff looked to enjoy the fact I was missing my flight. With the correct information, I could have flown but the 3 staff just look at my failure to go through (customer service you said?). Last but not least, after having to reschedule and pay a new ticket full price, my luggage was lost and I received it 1 day later with broken objects inside delivered at... 12 am. I wish nobody to go through the same experience. Sorry for all the other Lufthansa staff that try their best every day but not acceptable from my point of view.

Dirty and operational concerns – Flying has changed and Lufthansa have embraced the 'what can we get away with' operating model. Brown stained surfaces, loose equipment and an incorrect passenger log! A return trip to Australia with Lufthansa will always include a mixture of airlines as they have to use their partners, unfortunately this only offers a comparison and confirms… Read more

why Lufthansa and it operated flight have lost their five star rating.

Currently flying from HND to MUC is a long trip as flights avoid Russian airspace, approximately 14hrs, or in my case 14hrs of looking at stained plastics, a clicking headset and having to push the tv screen back into place as it works itself free every half hour. Around the cabin there are streaks of dirt as cleaning staff have chosen to smear stains across the surfaces whilst a delightful blob of jam is stuck to my window.

Schedule changes feel very much the norm in today's travel however, I would have hoped the passenger log for my flight would have been correct. Shortly after take off the lead member of the cabin crew took his time to introduce himself to some of the passengers with some polite chat. Having only just returned to flying i was surprised he decided to approach me, it was at this point it became apparent, despite checking in 12 hrs earlier the passenger log had no idea who I was.

Asked if I was someone I wasn't, an accusing "have you changed seats" was delivered followed by the non reassuring "oh, no don't worry" and a clear tone of 'your not at a high enough loyalty member to warrant my time' was delivered in a closing remark.

It should be easy for the cabin crew to tell the truth, so when during the second meal service I was informed that the first option was no longer available I was surprised to see the opposite row still able to order and receive, with the polite question asking if option 1 was actually available my original meal choice was found.

I can't help thinking Lufthansa have stripped all customer service out of their operation, several attempts to contact the team before the flight were ignored, the only engagement came when they cancelled a section of the journey and asked me to call them, nice touch that their automatic email pretends they have tried to contact me.

A small connection flight cancellation was apparently enough to confuse the booking system and the many people in the call centre. Lufthansa believe the best approach for a cancellation on a connection route that operates 4x a day is to insist the return journey will be delayed by nine days. It took six hours of my time reviewing the Lufthansa schedule and and their ticketing availability to find a route that the 'system' would allow. To rub salt into the wound, at HND I was approached by an agent for Lufthansa and asked if I would like to change flights, yes, for one of the routes I had been denied and that had always shown availability. This is not helpful one hour out when I had arranged business calls around the terrible schedule Lufthansa and landed me with.

The operations of an airline are imperative to safety and my experience with Lufthansa gives me grave concern. How can you not know who is on a plane? If you can't clean business class what else are you missing? And why can passengers get better visibility of flight availability than your call centre?

It wasn't too long ago that Lufthansa moved my son to a middle seat between strangers on a flight to Orlando. Not helpful as I food prep for him due to his upper limb deficiencies.

I just don't get issues with other airlines, Why Lufthansa?