Lufthansa

Not Verified | We booked flights with Lufthansa in February to travel over Xmas. We had 6 small flight changes, all fine. We then received an email asking us to call (a premium number) where we were told our last connecting flight had been cancelled and were offered an alternative that left before our other flight had arrived. I explained this was not an alternative and was told there was nothing they can do. I was told to cancel, which would have cost us over £2000 extra due to now booking last minute. I was hung up on 4 times by various agents (including one who just started taking other customer calls with me on the phone line). Eventually we managed to rebook with an increased travel time of 12 hours and after having spent 4 hours on the phone at 40p per minute over 3 days. The customer service is appalling. I have also complained via their email complaint line and have been told someone will get back to me 5 times in the last 4 weeks and have heard nothing.

Not Verified | Probably the worst customer service. The actual flight was perfectly fine and I had no issues with it whatsoever. However, circumstances arose where I needed to re-book the flight (not cancel, although one should be allowed to cancel a flight during the middle of a pandemic and receive a significant portion of their money back) with Lufthansa for a different day and customer service was shambolic at best. Long wait times to talk to someone with a very hard to understand and thick accent only to be told that the flight I was requesting to change to, which was a cheaper flight, would actually cost $500 more despite initially paying for tickets that allowed you to change your flight without crazy fees. When pressed as to why the flight would be more expensive when anyone can look it up and see the cost vs. what I paid initially, there was obviously no response. Queue being put on hold again and then being hung up on leads to this review. Lufthansa makes it easy and oh so pleasant to take you money with flat pandemic platitudes (re-book easily with no fees) but they are an absolute nightmare when such circumstance arise.

Not Verified | We always fly United however for this trip, we were unable to use United so we booked Lufthansa. The attendants were mostly helpful. However, one attendant was cold and stoic. At the end of a long flight, we asked what carousel to go to for our luggage. The attendant said she didn't know and told us to keep moving on. Also, the online app did not work so we had to wait in a very long line in order to show our documents. When we finally got to the front, we were told we had to check our carry on luggage. One piece was "2 pounds over" and the other was "4 pounds over." I will never use this airline again.

✅ Trip Verified | Lufthansa still flies you from point A to point B and it’s good news. Also, they do it efficiently - the delays are within normal limits, the luggage has arrived on time, the check-in process was okay and the aircraft was modern and quite comfortable. As for the in-flight service - it has changed for the worse so dramatically that from now on I will try to avoid flying Lufthansa. I used to fly transatlantic several times a year and Lufthansa was always a good option - not anymore. On a 12-hour flight from Frankfurt to Mexico City (10,5 hours backwards) they don’t even offer meal options anymore! They just shove you a vegetarian pasta which is edible but unsatisfying. The “breakfast” is also vegetarian, both times it was a tortilla with cheese filling, it was cold and stale and I couldn’t eat it though I was hungry. On the 3-hour flight from Frankfurt to Moscow they don’t even serve free drinks - they give you a 300ml bottle of water a tiny chocolate bar at the end (you can grub several if you are really starving). Coffee and probably some snacks you can buy from them - that’s how it works now. In general, food service is a disgrace and the flight attendants are polite but very abrupt. With their masks on, they are like robots - gone is all the niceness and kindness and good humour. All they care about is that your mask is covering your nose properly at all times. It’s more like a sanitary convoy, not a service, and that was the impression throughout all 4 flights with them that I’ve had recently. For comparison, my colleagues were flying the same route with other airlines and literally everybody mentioned better food that I’ve had and a friendlier service. So, I am disappointed and will try to avoid flying Lufthansa in the future.

✅ Trip Verified | LH827 CPH-FRA CPH check in fast. Had to walk what seemed a infinity to the Gate. Flight had a gate change. Inside the aircraft it was roasting hot. Landed in FRA on time, and bags took a long time to get out on to the luggage carousel. Lufthansa is okay for Euro Domestic trips.

Not Verified | Didn’t really have any expectations before flying, especially in covid times but was reasonably pleased with Lufthansa. Outbound flight from BHX to FRA was half full so had lots of spare seats. A bottle of water was provided with some chocolates. FRA to SEA was 60% full so we were able to move around the cabin and find seats with more space. The crew were really friendly and when serving drinks told us to have two as they weren’t coming back for a while. The food was standard ok. The return flights were a lot fuller and the crew came round less often but this wasn’t a problem given it was a night flight. My only gripe is the IFE system on the a333. There were two different systems - one that was similar to a tablet and one that was a sort of tv. The former was fine but the latter was so laggy that you touched the screen and it choose a different option. This meant passengers were poking the screen meaning that those sat in front of them were disturbed. I do wonder whether covid has been used to reign back the food and drink options

Not Verified | I was sitting at the back of the aircraft. They ran out of bread before they got to me. Lunch was a sub-par vegetarian snack wrap with cheese. Worst part is they lost my luggage. No word 24h after my flight. When I called the line they told me they weren’t sure were my luggage was but that it might still be in Frankfurt. I was offered no type of compensation even though I was forced to purchase new clothes so that I could go to work. I’m no longer in Toronto and have no idea when I will receive my luggage.

✅ Trip Verified | I haven't received my baggage at all during 2 days! Since I arrived from Frankfurt there were 3 flights with same destination but for some reason my luggage was not in any of these flights. I had all my stuff there that i need on daily basis, I spend money to buy new, was not able to work and seems company doesn't care at all for passengers and what they are going to do without their stuff. As well its impossible to contact Lufthansa as no one pick up phone as well no one reply to emails. I hope that i will receive my baggage at least, what might not be the case. Highly do not recommend this company!

✅ Trip Verified | Great flight at all. Ground staff in Frankfurt was unfriendly at checkin. Lounge was great. Service in the flight was amazing! Seats could be more spacious and more private like other airline business class seats. But all in all, good Job Lufthansa.

✅ Trip Verified | Very bad experience on this flight to Mexico City. No Gin-Tonic on board. Sitting with my wife in the middle row, they were not able to serve dinner at the same time. I got my menu when my wife had finished hers. The presentation of my main meal was disgusting. When asking the flight attendant what happened she just explained that there was a problem when charging the food at the airport. They didn’t show me the wine bottle but just bring you a glass of wine.