Lufthansa

✅ Trip Verified | Birmingham to Frankfurt. I am disabled and they insisted I enter a departure gate despite knowing this had no toilet facilities then took mine and my daughters passports away from us when I had to get to the toilet. They were flippant when I complained, ignoring me completely. I would suggest you avoid them.

✅ Trip Verified | Munich to Helsinki. Flight was a great short haul flight. Everything was good, flight was on time, staff was very nice. They provided some drinks 2 times in the flight and a sandwich was complementary, which is non-standard compared to airlines like British Airways on short haul. Plane was about 20 years old but the seats were really ok.

✅ Trip Verified | Poor communication and very unhelpful staff. Our flight was delayed without notice and we were held at the gate with no information for hours. Our pilot is missing, so our flight has been delayed yet again without any certainty of if we will fly out tonight or not. We were told that we are “welcomed to sleep in the airport” if our flight is postponed. Worst experience I’ve very had at an airport.

✅ Trip Verified | Chennai to Miami via Frankfurt. Treatment in Chennai to Frankfurt was very poor by the Cabin crew members. It was completely different in Frankfurt to Miami flight. Why Lufthansa maintaining two different standards, I have not paid anything additional to in Frankfurt to Miami to get extra treatment. Cabin crew members are answering irresponsibly sometime. They even not allowing us wait in front toilet.

✅ Trip Verified | Short flight for a business trip from Paris to Frankfurt an hour flight both directions and both on an old A321 leather seats not big fan of them. No entertainment screens and safety was demonstrated by the crew. Crew were friendly and attentive and smiling. A cookie and tea was offered on this very short flight. Seats were comfortable and space was ok. Overall satisfied with the service from Lufthansa however was expecting more from a premium airline like them

✅ Trip Verified | Singapore to Munich. Very poor seat comfort, small leg rest, it is not spacious. Not very pleasant staff, even food quality was low. There is no privacy in business class.

✅ Trip Verified | This flight from Munich to Peking was about as good as flying gets. Loading an almost full A380 with discipline and courtesy is a commendable accomplishment. We were delayed 15 minutes at departure, but we recovered the time in-flight and landed several minutes early. The flight attendant serving our part of the cabin was efficient, proactive, and friendly. The dinner served was elaborate and delicious. The veal and asparagus would have presented a challenge if we had been using plastic cutlery, but silverware did the job handily. I remember feeling that the seat was somewhat narrow in the flat-bed configuration, but I promptly dozed off and slept soundly for five hours. I must have been mistaken about the seat. With all the horror stories about lost luggage published here on Skytrax, I was apprehensive about my suitcase double connecting in Newark and Munich, but Lufthansa (and United) did their job and my case arrived promptly and intact. I had made a special request of Lufthansa by mail ahead of the flight. All correspondence was handled courteously and professionally. Many reviewers here tell bitter tales of frustration dealing with the customer service departments of other airlines, but I could not be more pleased with how LH handled my request. I have read a number of comments questioning whether Lufthansa deserves to be on the Skytrax 5 star list. In my experience and opinion it is a well-deserved honor.

✅ Trip Verified | Newark to Munich. This was a fine trip. The A350 is a comfortable aircraft - new, clean, and spacious. The cabin crew were neat and efficient. We were about an hour delayed on departure, but we made up time en route and arrived essentially on-time. The dinner was delicious, but unfortunately I had already consumed too much in the Senator lounge, and I had little appetite remaining. I hurried through the meal and managed to get 4+ hours of quality sleep.

✅ Trip Verified | Night departure from Munich to Singapore with Lufthansa. Boarding was efficient and uncomplicated, arrived in cabin. Cabin crew introduced herself to me (bad sign) and kindly forewarned me that as I was in seat 1C, there would be a bassinet in front of me, and offered me a choice of seat change. Eventually was in Seat 7D. The A350-900 version 1 by LH has 2 business class cabins, the one most fore is a self-enclosed area bounded by the toilets and galley in the rear, but this area has bassinet fixing positions. The second area is aft of the toilets and galley and separated by a partition from the premium economy section, this area has less seats but you are more likely to be bothered by toilet and galley noise, if that is important. This area does not have bassinet fixing positions. The modern seat was as efficient and high-tech as before, really simple to adjust your seat to achieve a variety of positions including lie flat. Service was more friendly this time, though also with a Germanic reserve (none the worse for that!). Dinner was served shortly after departure, and was pleasant enough fare. Overall cabin ambience was good enough to achieve a fairly comfortable sleep, and awoke for breakfast - which was really not deserving of the term, it was the first time I ever managed not to eat scrambled eggs and cheese at 40,000 feet! The only other slight criticism is that the toilets were quite heavily used in business class and were showing signs of definite disorder by the time we were approaching our destination. Overall, a comfortable and plush flight in the very quite A350, marred only by a couple of small points.

✅ Trip Verified | Booked a pair of European tickets online in March 2018 for £428 but Lufthansa recorded the wrong flight times for October, so I changed it 30 minutes later for an extra charge of £140 which should not have happened as it was within the first 24 hours of booking. Then when I noticed my partner surname was incorrectly recorded, I was advised by their telephone customer services to cancel and rebook, which I did at an additional cost of £400, but again because it was within the first 24 hours, I should have received a full refund (there are still errors recorded in this second booking). After a few weeks I received only £241 of the £528 in 13 small payments, and still await the balance of £328 some 7 weeks of first booking/cancellation. Despite many phone calls to their customer service operators who all promise me the refund within 5 days it does not arrive, but some have insisted all the money had been paid back, or that the total is less than I say it is, yet they are unable to discuss matters further. One even asked me to submit my bank statement to prove that I was underpaid which I emailed to no avail. They refuse to give me contact details of their Ticketing Section, so I am very frustrated. Their online customer services logging system should reply within "five days" but my enquiry about the delay and also my follow-up complaint have only been acknowledged but have never been responded to, despite my weekly emailed prompts to them. They complain of repeated queries slowing up their system, but this is their own fault for not dealing more quickly - how much extra money are they spending on their phone services that would have been avoided if customers had been dealt with earlier.