Lufthansa

✅ Trip Verified | Had to pay twice for baggage because their system didn't recognise I'd paid prior to arrival. This error didn't show up until I got to the boarding gate. Was promised a refund if I contacted customer services. 6 months later I get an email saying its company policy not to refund baggage charges and now its too late for my bank to do a charge back. Avoid at all costs.

Not Verified | I can't find the words to express our frustration with the inability to talk to someone. Luggage lost on April 28th (and reported that day). No telephone calls until May 4th. We called baggage claim three times and were put on hold immediately. Two separate times we waited 2 hours, currently on a 30-minute hold, and were hung up on. Three times we called Customer Care and after a brief conversation were put on hold and immediately disconnected. Five calls to the Call Center one evening, put on hold electronically, and hung up on after 5 minutes. Finally, we tried to obtain our luggage on a return flight and the baggage office at the airport was backed up such that we could not get our bag before our plane took off.

Not Verified | On April 30th 2022, my flight was from Milano to Munich, Munich to Dubrovnik. Layover time was 45min. At Milano airport, captain and crew came about an hour late, cause their driver pick them up late. Do not make your customers to pay your mistake! Because of this ridiculous reason, we missed our connect flight. We have to go to Stuttgart, then fly to Dubrovnik. Lost half of day and paid double for taxi ride (it was too late to cancel the taxi arrangement). And today, May 5th 2022. Flight From Dubrovnik to Frankfurt, delay again. And miss the connect flight to Milano. Now we have to spend a night at Holiday Inn airport without luggage. This is the worst flight experience ever.

✅ Trip Verified | Worst experience and customer service! I purchased tickets for my brother and his wife from Istanbul to Cancun, they were supposed to fly through Frankfurt in transit. We checked information before and they didn't need a visa to Germany since it is a transit flight. Lufthansa at the gate stopped them and said they were denied entry and didn't provide any reason. I have been trying to get a hold of airline to get a refund, but they said there is nothing they can do.

✅ Trip Verified | I have never been treated in such disrespectful way as I was by Lufthansa staff. I have to admit that I arrived at the check in 1 hour after the recommended time, nevertheless I had time to perform the check in and drop of my language. I got my ticket but as I was quite late I did not pay attention to the information issued in the ticket, for my surprise I found out at the departure gate that the ticket was issued under another passenger’s name which was already onboard and so the stickers of my languages which were already dropped off. I run back to the check in, there was no one there, the flight was going to leave in 45 minutes and I was desperate. After 15 minutes trying to reach someone from Lufthansa we were able to reach someone and the same lady came to fix her mistake. After 30 minutes (flight was already in delay), she was able to issue a new ticket for me, now on my name. I run like a was in a marathon to the gate and I was able to make it. When I thought I had been thought enough for my surprise when found my seat a gentlemen approach me saying that I was in the wrong seat, that one belongs to his wife that was not able to embark due to immigration issues, but he has paid for them and he would like to use it during the trip to lay down. He was super polite and I understood his point, I would wanted the same if I was on his shoes. I approached one of the crew to ask her to find another seat for me and she said "there is no other place, flight is full and he does not own any seat, you can stay where you are”. Dinner was absolutely horrible, tasteless pasta with pure sugar milk rice a bread and salad. There was not even option to choose from.

Not Verified | Munich to Boston. Unless you have money to buy a business class - avoid at all cost. Food horrible - pasta with red sauce, old frozen salad - with frozen dressing - old bread, butter frozen. You treat people worse than animals! I will never fly with you again! And the seats were horrible and uncomfortable! Don’t use them let them at all cost. I want to give 0 /10

✅ Trip Verified | Chicago to Tirana via Frankfurt. Dismal customer service. They take over 1 hour to respond and they will occasionally hang up your call. I have dealt with many other airlines before and never had such problems. Absolutely ridiculous

✅ Trip Verified | Heathrow to Melbourne via Singapore. My original flight to Melbourne was cancelled by Lufthansa, they put me on an alternative flight that meant 16 hours layover in Singapore, phoned them to find a more suitable option. They put me on another flight which apparently they did "by mistake" - 4 days before flying that flight disappeared off the booking - when phoned them, (4 times, every time they put me on hold for hours and hung up) on the 4th time they said they can't find a flight to put me on as the fares are different so they can only take me up to Singapore and I'll have to find my own flight to Melbourne (the most ridiculous thing I've ever heard by a major airline and I'm a frequent traveller). After wasting hours and hours I've gone nowhere with them - 4 days before my flight instead of packing, I'm trying to find flights to Melbourne. Extremely stressed out. Customer service is absolutely horrendous one of them threatened to disconnect the call because I was 'upset' and then disconnected my call too. Avoid at all costs!

Not Verified | Abuja to Toronto via Frankfurt. I got a return ticket from Abuja to Toronto but was supposed to transit in Frankfurt and Munich. I never knew you’re only allowed to transit one Schengen state, I’d be transiting more than one you’d be needing a transit visa, the ticket I bought never mentioned this, so I was made to pay $1900 to reroute my flight so that I’ll be able to transit in just Frankfurt. Worst experience ever, just another way of ripping customers off their hard-earned money.

Not Verified | Our short flight from Luxembourg to Frankfurt was delayed by over 90 minutes - we were certain we were going to miss our connecting flight. However we made it just by sprinting through Frankfurt airport to our flight to Manchester. We could not get hold of customer service in Frankfurt or on the phone. Flights overall were uneventful however the return from Manchester we repeatedly tried to check in online, but the system would not let us - in the end we went to the airport three hours before take-off. Good service on the way back and no problems with the connections. But Manchester airport was suffering from a lack of staff at security.