✅ Verified Review
| There is almost no customer service. My young children and I intended to fly from London Heathrow to Mallorca via Duesseldorf at the end of May. When it was clear that the delay to the first flight would mean we would miss our connecting one, I got fobbed off 3 times at Heathrow when asked to book another connecting flight. We didn't get coupons for a meal while waiting for the first flight. I couldn't rebook another flight on my own initiative as I had checked luggage. Don't worry, I was told, they will take care of you in Germany in any case. Well, there had been some weather issue and a security issue at a close by airport: there were at least 500 people in a queue for 2 customer service people. Back to front of hall and around food courts. People said they had been waiting for 5 hours and more. Some of them said I had to go back in to retrieve my luggage. Airport security and baggage then told us our bags were on their way out. Wait by gate 1. We followed up regularly with the baggage person, but by 10 pm, 5 hours later, no luggage. I took my kids to a hotel and by early the next morning flights I had booked myself as there was no one on phone or in person. My luggage was lost for nearly a week and each contact with the airline was time consuming, one agent was outright rude. Now 2 months later I have spent days trying to get the simple answer from the airline I need for travel insurance: reason for the delay. I have to put one star, but I would rather give none. It is still beyond my imagination how a German airline gets away with this.