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Lufthansa Customer Reviews and Deutsche Lufthansa Passenger Trip Reports
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Lufthansa Customer review : 14 September 2012 by G Benvenuti (Australia) |
| Rating 6/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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JFK-FRA on A380. My main frustration with Lufthansa on this flight was that even though my partner and I
booked our tickets together and presented at check-in together, the service agent didn't seat us together.
She didn't even explain that she couldn't seat us together because the plane was full or whatever. We arrived
at the airport 3 hours before departure so I'm not sure why this basic courtesy was not extended to us. We
then told the stewardess on the plane the situation and she said it's our responsibility to ask to be seated
together! What nonsense, I've never had to ask to be seated next to the person I've checked in with. We
only realized when we boarded and with a full flight there was not much we could do. The flight itself was
acceptable. Definitely more comfortable seats on the 380 than LH's other airbuses. The larger cabins and
restrooms are also appreciated. Entertainment system is definitely not the best.
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Lufthansa Customer review : 13 September 2012 by G Patrick (UK) |
| Rating 8/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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LHR-DUS was a comfortable flight with a spacious looking cabin. One bad point for people who would like to
travel first class, don't go with Lufthansa as the difference is that one seat is saved for extra space, nothing
else. Economy was much better than any American airline. Food was like any other airline food. The seats
were ok, not that comfortable but they looked great. We had a connection flight with Air Malta to Malta. The
return flight after the connection flight we landed in Frankfurt. As we were checking in for the flight we were
given completely different seats. 22 hrs before booking we had been given seats 12A, 20B 37C - very far
apart. So on landing in Frankfurt we changed our seat numbers. The customer centre staff were very helpful.
The whole experience was wonderful and would like to try an international flight soon.
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Lufthansa Customer review : 11 September 2012 by B Filippo (Italy) |
| Rating 8/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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Milan-Tel Aviv via Frankfurt. On the way to Israel my flight suffered from the strike at Frankfurt Airport
(August 31), and for this reason my luggage did not make it. I got it delivered four days later. FRA-TLV: night
flight completely sold out (which looks like normal on this route), TLV-FRA almost full. Service on both flights
very nice and attentive, poor selection of movies and music, food was OK, nothing special. Flew on very well
kept A340-600s. Watch out: security checks at Ben Gurion Airport in Tel Aviv (on the way back to Europe)
take almost two hours, so remember to show up at the airport three hours in advance.
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Lufthansa Customer review : 11 September 2012 by Ian Hamilton (UK) |
| Rating 9/10 |
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Cabin Flown | Business |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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Daytime flight from Beijing to Munich; excellent onboard service despite Business being completely full, very
good food and drink; comfortable, fully flat, bed. My only criticism would be the (perceived) lack of choice of
decent films to watch, but I still enjoyed the flight and would certainly use Lufthansa again.
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Lufthansa Customer review : 10 September 2012 by Michael Schneider (Germany) |
| Rating 5/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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Lufthansa has been my favorite airline for years. In the last 2 years I saw a decline in the overall service,
which includes their frequent flyer program Miles&More. I had multiple broken flights with their regional
subsidiaries which cause delay or cancellation. the most awkward occurrence was an event in Turin, in which
during a crew change it was forgotten to order fuel, so we were left in the boiling sun inside the bus for 20
minutes. A system change at the beginning of the year caused issues with mileage as they wouldn't accept
flights for miles. It required 6 calls to get this sorted. Generally Lufthansa disregards complaint messages
entirely and is not answering emails. This service situation needs to be sorted. On the planes, the new seats
provide comfortable seating and retrofitted planes provide good in seat entertainment with a variety of
movies and shows. The staff are usually ok-friendly. Lufthansa markets their new business class, but doesn't
provide a premium economy section, which should be the standard option these days.
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Lufthansa Customer review : 10 September 2012 by P Hathirmani (USA) |
| Rating 7/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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Looks like Lufthansa, like some of the other major Europeans carriers like Air France and KLM has decided to
become a second tier airline. This is based on recent trips as a frequent user of the airline. Special meals
(vegetarian) were completely missing on the way over in spite of reconfirmation. On the return, my meal
preference was obviously in the system as the first meal was served correctly, but then on the second meal
on the same long-haul flight, I got a profuse apology that they had run out of the special meals for some
unknown reasons. They conveniently had no customer feedback forms on board. Any airline that installs
angled lie-flat seats in its brand new A380s with an IFE selection worse than on US carriers cannot even
remotely be considered a "premium" airline.
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Lufthansa Customer review : 10 September 2012 by T Roberts (USA) |
| Rating 10/10 |
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Cabin Flown | First |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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San Francisco/Frankfurt/Nice No problems to report except lost luggage that never left San Francisco. It
arrived at our hotel in Nice one day later. Service and food was excellent on the flights and the seats are very
comfortable. Highly recommend!
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Lufthansa Customer review : 10 September 2012 by Dimitri Vassilakis (France) |
| Rating 1/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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Flight cancelled because of personnel strike , no information given about passenger's rights , an e-mail sent
the day before saying I had been re-scheduled on a flight leaving that same day 3 hours later! Phoned the
airline who pretended that there were no available seats on AF (which was false, I had checked on the
Internet). Finally accepted to depart that evening, since all flight had been cancelled for the next day. When
asked about hotel, they said they could not provide a voucher by phone, I should arrange that at the airport.
At the airport desk they said that they would not, since I could have flown AF! This was of course the last
time I flew LH.
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Lufthansa Customer review : 10 September 2012 by M Heard (UK) |
| Rating 5/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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HKG-FRA-LHR 8/13 Prompt and efficient service, but a 13 hour flight without ANY in-flight entertainment is
not acceptable!
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Lufthansa Customer review : 5 September 2012 by L Strom (USA) |
| Rating 6/10 |
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Cabin Flown | Economy |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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8/12 economy MIA-FCO via FRA. Flight completely sold out. The refurbished B747 had AVOD at each seat. The
plane as usual with LH looked bright, new and clean. The in-flight service has declined in the past year or so.
First noticeable difference is no hot towels in economy. Drinks served are in smaller plastic glasses. My
special meal was not boarded and the F/A in charge came to apologize early in the flight and advised that
she would make a special diabetic meal using what she had and adding cheese and fruit from business class.
The meal turned out to be very good. Except for this one F/A, the others seemed to rush dinner and provided
minimal service without smiles. During night, I saw no water runs. Call buttons went unanswered and turned
off in the galley without checking with passengers. I like LH but this last flight was a major disappointment.
Return flight on Swiss was great.
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Lufthansa Customer review : 4 September 2012 by L Falkner (UK) |
| Rating 1/10 |
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Cabin Flown | Business |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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My flight with Lufthansa was cancelled due to planned strike action and, whilst understanding that delays of
this kind are sometimes inevitable, I have been horrified by the lack of customer service provided by the
airline. The situation in the terminal was utter chaos with no leadership from Lufthansa staff and no systems
in place to communicate with passengers. Every staff member I encountered was unhelpful and discourteous
and I was informed that food and drink vouchers could not be issued as there were no managers available to
authorise them. Having eventually managed to get on a flight with the airline to a different UK airport
(through luck rather than any form of organisation on their part) my luggage was lost. I have since been put
on hold to Lufthansa customer service staff for over 10 minutes, have been hung up on and staff have
refused to allow me to speak to a manager. I booked a more expensive flight than necessary in order to
travel in comfort with a well-respected airline and have been utterly let down. Next time I will choose the
cheap option.
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Lufthansa Customer review : 4 September 2012 by Rajan Parrikar (USA) |
| Rating 5/10 |
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Cabin Flown | Business |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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SFO-FRA-BOM roundtrip in Business Class. SFO-FRA-SFO segments were on the A380. Lufthansa's angled
business class seats (even on the new A380) are uncomfortable and lag the competition. As always,
Lufthansa's predictably efficient in-flight service and on-time performance are its virtues. The boarding for
the FRA-BOM flight was chaotic but that is always the case for flights to/from India for no fault of Lufthansa.
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Lufthansa Customer review : 30 August 2012 by T Kowalenko (Canada) |
| Rating 9/10 |
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Cabin Flown | Business |
Value for Money |  |
Seat Comfort |  |
Staff Service |  |
Catering |  |
Entertainment |  |
Recommended |  |
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YYZ-FRA-MSQ. Business class long haul was satisfactory, the entertainment was okay, the seating was sub-par
but the food was fantastic. The tilted bed seats subtracted from the comfort and being in pods gave
some sort of privacy but it also just felt weird. For business class short haul, it was exactly the same as
economy except with a cup tray blocking the middle seat. Service was excellent overall, as it has been
whenever I've flown Lufthansa.
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