Lufthansa

✅ Trip Verified | They cancel flights at will. They do not respond to emails! Spent 3 days holding on to various calls. Complete waste of time. Most airlines are very accommodating on this route. Given, it is a twelve hour flight. Lufthansa Beverages appalling. The seat had insufficient padding and back/neck support for a long-haul flight. The staff were surly and rude. Kept bumping into us passengers, The plane was however new and clean; and in good order. I will never fly Lufthansa again.

✅ Trip Verified | Their customer service is unreachable. They make it impossible to make changes online, and impossible to get ahold of a customer service rep. I was on hold for over three hours to try to change my flight. The representative told me she could not assist me with reservation because I booked them online but that I must go through her to rebook seats I had already paid for. I was instructed to cancel my flights and rebook them and call customer service back with the new reservation codes to get my seats reassigned without repaying for seat assignments. I did that and called back. Again, I was on hold for hours. I gave the new customer service rep my old and new reservation numbers and she was able to transfer my seat assignments but then I realized I did not get any money back for my canceled flights. Even though they say you can exchange the tickets. You can’t if you cancel. And that’s what they told me to do. After fighting they gave me my money back. When we finally flew it was packed so tight, delayed 45 minutes and lost our bags. I will never fly this airline again. They were impossible to get any help or direction. Their customer service was literally the worst.

✅ Trip Verified | The quality of food is poor, we got a cold meal (German sausage salad) on our 2.5 hr flight. The crew was very nice and attentive, which was a nice surprise. The quality is not worth the price, other airlines do better with attractive prices.

✅ Trip Verified | One of the few airlines still flying the Airbus A340, which many have retired. Lufthansa has made decent effort to update the cabin of the A340, so good work on that. What's bad is the attitude of it's cabin crew. There was a steward whom whenever someone else is in his way, he will just push his way through. There was another stewardess who was going round checking everyone's belted up, and noticed a father was struggling to belt up the toddler. She stood beside him on the aisle, hands on her hips and just waited silently. Those were the black sheep, because there were nice cabin crew too, such as another steward who thanked me for pulling up the shades as we were about to land. The food served is good, but you didn't have a choice of selection in economy. I understand it is part of being sustainable so you prevent food wastage, and choices are a luxury, but when my ticket costs as much as Singapore Airlines, I felt I overpaid for an inferior experience.

✅ Trip Verified | LH1376 from Frankfurt to Warsaw. Boarding went smoothly and the cabin was spotlessly clean. On this 90-minute flight, a small lunch (a wurstsalat from Lufthansa's Tasting HEIMAT business meals) was served. The portion size was a bit small for a midday flight, but you could add as many warm rolls as you wanted. The crew seemed exceptionally joyful and light-hearted. All in all very enjoyable flight.

✅ Trip Verified | LH1185 from ZRH to FRA. This was a very smooth morning flight with an excellent crew. The flight was about half full (also in business) and boarding was fast. Even though it was a short flight of approximately 40 minutes, a small snack of muesli with fresh fruit was served, which was very tasty. The aircraft was spotlessly clean. All in all an excellent experience for such a short flight.

Not Verified | Just to record praise where it’s due. For some reason unknown to myself, despite flying about a hundred flights a year for years, I stupidly forgot my passport for this trip to Seoul. I managed to retrieve with Uber from home but it meant I was still at checkin just 20 mins before departure. The SAS/Lufthansa checkin staff did an amazing job and showed incredible flexibility to somehow get me onboard. Thanks a million for fantastic service which won’t be forgotten!

✅ Trip Verified | Unfortunately my 75 year old father forgot his ID card in Belgium so was unable to take the flight from Luxembourg yesterday. It's been non-stop stress since then trying to get him to Bulgaria with no help from Lufthansa. Thankfully we will get him here in time for Christmas through a different airline but have been told that Lufthansa considers him a no show for this trip and have now canceled his return ticket. They are willing to sell this same ticket back to us for an additional 327 euros however.

✅ Trip Verified | We booked a return flight to Namibia for December back in October when Namibia was considered one of the safest places to travel regarding Covid. Unfortunately this all changed end of November. We flagged this with Lufthansa (after spending 1.5 hours waiting for customer service) but they were unwilling to help us and said it is the ‘risk of this time. Their suggestion was that we ignore restrictions and use the ticket to fly to Namibia. I will never again choose Lufthansa. In the end our only option was rebooking to another destination and paying a hefty premium on an already expensive ticket (+50% extra charge), and travelling to Cancun with Eurowings.

✅ Trip Verified | I needed to rebook my flight because of a notification in a change in flight times, so I asked for a refund to get this done. My $580 ticket was refunded $80. I was convinced this was an error, so I spent the next month getting transferred to different customer service departments. Ultimately, here’s the reply I received: “ We would like to inform you that As per our investigation Voluntary Full refund as per Fare rules correctly processed on ticket as there was no Flight cancellation found. We realize that this may not be the response you wished but we hope that this experience will not prevent you from making your future travel plans with Lufthansa.” I will never fly with Lufthansa.