Lufthansa

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 2431 reviews
5/10
4 star Skytrax Rating
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1/10

"absolutely no complaint process"

(United Kingdom)

Trip Verified | My Flights were cancelled due to strike action in Germany, Lufthansa let me know 1.5 days before the flight, it was virtually impossible to get any information from them and I had to waste 2 hours and 20 mins to talk with someone on the phone who in the end did not provide any suitable alternative. Moreover the advisor on the phone told me that I will receive a refund and he will mark my ticket for the refund. 3 Weeks later I have called the customer service and been told I need to submit an online form (which was in contradiction to what the first advisor told me). I have submitted an online form, still 2 weeks later no one bothered even to acknowledge that they are working on it, I have not received anything and more annoyingly there is absolutely no complaint process in Lufthansa, you can call CS they will literally tell you they only care about existing booking and you need to write an email which no one will ever reply. The online complaint is called "feedback form" and no one bothers replaying to this either.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMilano to Manchester via Munich
Date FlownFebruary 2024
Value For Money 12345
no
1/10

"not warrant a claim for damage"

(France)

Trip Verified | On the 18th March 2024 I was flying from Frankfurt to Dubai, flight LH630, which had to perform an Emergency Landing due to technical issue (smoke in the plane) around 6 pm in Rhodes. After a couple of Hours the pilot explained that the plane was not judged safe enough to finish the journey so we will wait 24 hours to get another plan. Finally we reached the destination with 25 hours delay (Tuesday 19th, at midnight rather than Monday 18th at 11 pm). We had more then 3 hours delay at the arrival and it was a Technical Issue. I filled a form for a compensation, and the answer of Lufthansa is: "The reason for the flight irregularity was Airfield restrictions. Unfortunately, we have no influence over circumstances, which are the responsibility of third parties. Such a flight irregularity does not warrant a claim for damages against Lufthansa." Is it how an airline deals with their responsibilities by changing the real cause of the issue and putting the blame on someone else.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFrankfurt to Dubai
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"A horrible experience"

(United States)

Not Verified | A horrible experience with Lufthansa. On March 16, 2024, I had a confirmed booking for a direct flight from Washington DC to Munich, which cost me a lot of money as I preferred a direct flight. However, upon arrival at the airport, I was informed that the flight was overbooked, and I was involuntarily rerouted onto an alternative flight through Frankfurt. When I arrived at the gate I was informed that this flight was also overbooked, and I was again rerouted onto an alternative flight through Vienna. As a result of those 2 involuntary rerouting, I arrived at my final destination, Munich, approximately three hours later than originally scheduled. This disruption to my travel plans caused inconvenience and discomfort, as well as additional expenses incurred during the extended travel time. In principle I have the rights provided to passengers under EU Regulation 261/2004, which outlines compensation entitlements in cases of flight delays, cancellations, and denied boarding. I contacted their customer service and their only reply is that my flight was delayed!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington to Munich
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"customer service was abysmal"

(United States)

Not Verified | I had the worst experience with Lufthansa recently. They were completely uncooperative and seemed only interested in taking my money rather than helping me out. I needed to rebook my flight due to health reasons, and I expected some level of understanding and assistance. However, the customer service was abysmal. The staff was not willing to help. Their rigid policies took precedence over customer welfare.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAstana to Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"return flight ticket was cancelled"

(Cyprus)

Not Verified | I travelled with flight LH1769 from Larnaca to Munich on the 5th of February for a work training. The training was going to take place in Nurenburg. I was accompanied by my girlfriend in this flight. My flight ticket and bus was booked by the company sending me for the training. I booked my girlfriend's airplane ticket but didnt book the bus ticket at the time of the booking. Later I tried several times to book the Luthansa express bus for my girlfriend from Munich to Nurenburg online and via telephone with no success. Lufthansa employees (at Larnaca airport and from the call center) reassured me that I could buy her a ticket at the Muhich Airport. We took the LH1769 flight and then when we landed to Munich airport we could not buy a bus ticket as told. It is worth noting that the Lufthansa express bus had avalaible seats. However, they told us because we didn't book the bus ticket with the plane ticket that it was not possible for get to in the bus. At that point nobody informed me that if I didn't travel with the bus my return flight ticket was going to be cancelled. I informed my colleagues that I was not going to take the bus under the said circumstances. My colleagues forgot to notify the Lufthansa bus driver that I arrived in Munich but had to take a taxi after landing. I had to take a taxi to Nuremburg because my girlfriends health doesn't allow her to travel alone and besides she never used the train before or was safe to leave take a taxi alone (in Cyprus we don't have trains). The taxi that night cost 300 euros. My return flight ticket was cancelled and nobody inform me either by call or email because I didn't use the bus from Munich to Nuremburg on the 5th of feb. The return flight's date was on the 9th of February. My colleagues checking for that flight on the 8th of February and mentioned that my name was not on the list for check in. That's how I learned that my return flight ticket was cancelled. The company that booked my airplane tickets didn't notify me as well that my ticket was cancelled neither Lufthansa. I had to book tickets for another flight which I consider unfair as it cost 700 euros and I am complaining about not being informed of the cancellation of my return flight ticket and that my ticket was cancelled. My intention was to use the bus that night and buy a bus ticket for my girfriend, but the problem was that they didnt allow us to pay for her ticket. This is the reason why I didnt directly inform the bus driver that i would not use the bus on the 5th of February.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLarnaca to Munich
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"Such a disappointment"

(United Kingdom)

Trip Verified | Such a disappointment. It used to be my favourite airline, had flown so many times in Europe as well as to the US. Decided to go to Buenos Aires via Frankfurt. Both flights were during the night. Never again. They wanted all of us to sleep and not to bother the crew at night at all. Felt so intimidating when I had to ask for a drink as I couldn't sleep. Fly some other airline, as I will indeed in future. Good bye Lufthansa!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Buenos via Frankfurt
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never fly again by this company"

(Czech Republic)

Trip Verified | This was terrible. I will never fly again by this company. When I made my registration to fly back to Frankfurt from Dublin I needed to pay money for missing my flight to Dublin. And staff told me that he would not give me my tickets back if I didn't pay that. I paid for that. After that I forgot my credit card and I came back for it.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDublin to Frankfurt
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid it if possible"

(Germany)

Trip Verified | Avoid it if possible. Every other week flights are cancelled because of strikes, lots of delays (as today), waiting 1 hour at the understaffed SENATOR hotline, outdated seating and a webpage where you never can rebook online. Sometimes delays occur - but why it’s not possible to inform passengers before leaving the lounge to the gate?
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteStockholm to Frankfurt
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“a terrible experience”

(United States)

Not Verified | I had a terrible experience with Lufthansa flying from Cairo to Newark. I was booked to fly at 1:45 AM on Saturday February 24 Cairo to Frankfurt to connect at 1:00PM to fly to Newark NJ business class. On Thursday February 22 after dinner - about 36 hours before the flight I was informed the flight from Frankfurt to Newark was cancelled! No flight was offered. I contacted Lufthansa and another Frankfurt to Newark flight was arranged but no seat assignment could be made. The following morning this flight had disappeared from the Lufthansa app. Contacted Lufthansa again and arrangements appeared for an Egypt air flight Cairo to Newark but no seat assignment could be made and could not confirm - now within 18 hours of flying. This flight then disappeared from the app. Contacted Lufthansa again. This time the customer service person on the phone when she couldn’t find a way to get me home simply hung up on me! I was on a tour of Egypt and the tour director had connections at the airport and finally got me on a flight from Frankfurt to Philadelphia - fortunately I took a cab to Newark so I didn’t have to get to Newark to get my car, but I live much closer to Newark than to Philadelphia and the cab ride back was considerably more expensive.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteCairo to Newark via Frankfurt
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Mediocre to horrible quality"

(Germany)

Trip Verified | Lufthansa is the worst airline ever. Mediocre to horrible quality, unmotivated staff and always on strike. The airline has raised ticket prices to outrageous levels and the quality they deliver for those inflated prices is worse then ever. The employees seem to be on strike all the time too. So there is no reliability for those inflated prices.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Munich
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no