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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10/10

"has exceptional staff"

(Canada)

Trip Verified | I had a flight from Munich to Frankfurt via Lufthansa then a connecting flight to Toronto via Air Canada. I missed my connecting flight due to delay in loading luggage. I was stranded at Frankfurt airport and had to find out what next to do. It was my first time missing a connecting flight. The staff at Lufthansa was knowledgeable and help direct me to the service desk (although it took a while, understandable due to the size of the airport). At the service desk, the employee was helpful and kind. I was giving a voucher for the hotel, dinner, breakfast, and transportation. They put me on the next flight to Toronto for the next day. This helped alleviate my distress and it showed that Lufthansa strived to do right by their customers when a mistake is made. On the flight, the staff and Lufthansa work hard to make the economy not feel like an economy cabin. We were given hot towels twice, headphones, blankets, snacks, drinks, and food. I've been to other airlines and they don't usually give out that much. It makes the flight bearable and quick. The in-flight entertainment was great, I've binge-watched the latest movie and was quite the happy flyer. Lufthansa has exceptional staff and I would definitely try to get future flights on their airline if possible.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMunich to Toronto via Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"crew and service is good"

(United States)

Trip Verified | New York to Stockholm via Munich. Ground service at JFK is horrible. I don’t know if it’s company policy, but they grilled me harder than any immigration agent. First, I couldn’t even check in online because they asked me for a visa/permit to enter Germany, which wasn’t even my final destination? I have a Hong Kong passport, not China and I don’t need visa for schengen. They saw my ticket was for 5 months, so asked to see proof of my “residency permit” in Sweden. I showed them the letter from the Swedish migration agency, which obviously is mostly in Swedish, but they did not consider it enough or readable. Eventually, I managed to get past the counter via showing the Swedish school’s acceptance letter. The only reason I gave 3/10 and not 1/10 is because of their air crew and service, which is good, and one of the ground personnel who knew German and helped me out a bit with the translation and arguing to let me pass.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Stockholm via Munich
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"about 30 minutes late"

(Ireland)

Trip Verified | Dublin to Frankfurt in business class. My experience was mixed, and certainly not what I would have expected from a five-star airline. Check-in in Dublin and the lounge in terminal 1 were fine. Boarding is where problems occurred. The plane arrived late from Frankfurt. This can happen and is not a big deal. We left and arrived about 30 minutes late. I would have expected the ground crew to offer some information and explanation to the lined-up passengers. This did not happen. We were just left to stand in line for 30 minutes. Part of that time was spent uncomfortably in the jet bridge. When I politely asked a member of the ground crew to explain what was happening, I was rebuked for my impertinence. Even stranger, during the flight there was no mention of the delay, as though this were perfectly normal. Service on board was acceptable. The food was quite nice, but it was served hastily, with little attention to detail. For example, I was almost finished with my food when drinks arrived.
AircraftA321
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDublin to Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"food was well presented but was uninspiring"

(Canada)

Trip Verified | Beijing to Munich on Lufthansa. Checked in with the help of an agent who spoke minimal English and was eager to see me through. Used the Air China Business Lounge which was hot, stuffy and had no cold beverages. Boarding was delayed as with my most experience at Beijing airport and announcements were inaudible. Once aboard I had a choice of several empty seats so I picked a seat without a neighbour. The hard product is OK but not all seats have direct aisle access. All seats were supplied with a thin mattress and we were given sleeping shirts once airborne. The service was excellent with FA’s checking on passengers frequently. The food was well presented but was uninspiring. The beverage selection was very good with a wide array of wines and champagne. The IFE had a large selection but could have used more recent releases. The location of the headphone jack is a total pain if one chooses to use his own headphones instead of those supplied. The flight departed late but arrived on time. It is not hard to see how Lufthansa has been climbing up in the rankings. They are deserving of the 5-star ranking.
AircraftA380
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBeijing to Munich
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"efficient and courteous"

(Brazil)

Trip Verified | Malta to London via Frankfurt. No frills flights. As usual Lufthansa was efficient and courteous. Only trouble: from FRA to Heathrow aircraft's a A321 instead of A320. Lufthansa has just changed everyone seats numbers at the last minute, and of course we were much further back in the plane, with a lot of empty seats in front of us. A detail.
AircraftA320 / A321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMalta to London via Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"both flights late"

(France)

Trip Verified | Luxembourg to Frankfurt. Two flights the same day, both flights late (no strike reason). Prices are 3 times higher than low cost airlines but worse service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLuxembourg to Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"I wouldn't recommend them"

(Netherlands)

Trip Verified | Münster/Osnabrück to Kraków via Frankfurt. Half an hour before departure there was an announcement that the flight to Frankfurt of 6:35AM was cancelled. So, we went back to the check-in desk. There we were put on the 2:40PM flight, 8 hours later. They did give us 10 euro per person for food and drinks, which was sufficient. After 8 hours of waiting it was finally time for boarding. However, this didn't go as planned either, because we had an aborted takeoff due to an overheated engine. We had a bit of hope that it would be fixed in 10 minutes, but after we were told that the luggage is on the carousel, we went back to the check-in desk again. This time we were put on the flight of 6:20PM, and also got an additional 22 euro for food and drinks per person. That quickly became 7:10PM after a delay. Then, 13 hours late, we finally took off to FRA on the 30 minute flight. Apart from this all, the flight was smooth and uneventful. FRA is a huge airport with lots going on, yet it is quite easy to find your way. The flight to KRK was on time and really smooth, and the drinks and sandwich were better than expected, and legroom was amazing, me being over 2m tall, so i can't fault the flight itself and how they handled the cancellation. I wouldn't recommend them though, since our flight was far from the only one being late/canceled.
AircraftCRJ-900 / A320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMünster/Osnabrück to Kraków via Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I decided to take a taxi"

(Germany)

Trip Verified | Lyon to Munich. Flight had 2 hours delay. Because of the delay there was no more public transportation when I arrived in Munich andI had to go to Augsburg. The cabin crew advised us to go to the service center when arriving at the airport. Problem is at that time there was nobody. So I decided to take a taxi to Augsburg for 160€. I wrote the customer service who replied pretty fast to inform me that this was not covered, so that they would not pay anything.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLyon to Munich
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Flight was overbooked"

(Germany)

Trip Verified | Frankfurt to Bogota. Flight was overbooked. Worse was the behavior of the lady at the counter who welcomed us by saying that it was a difficult situation because we were arriving "pretty late". Of course we were on time - even one hour earlier. Long story short some others accepted to leave in exchange of money and we could board but we're sitting apart for 12 hours.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFrankfurt to Bogota
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"disappointed about the service"

(Germany)

Trip Verified | Frankfurt to Munich. I'm very disappointed about the service level of Lufthansa. The first flight was overbooked and we were informed by the staff in the airport that we have to wait as we didn't check in earlier. On the flight back we arrived and they lost one of our baggage. Mistakes can happen, however, the lack of empathy and politeness level of the customer service in the airport was very poor.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAugsburg to Munich via Frankfurt
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no