Lufthansa

✅ Trip Verified | Boeing 737-8 business class is excellent. Seats are comfortable, love the storage area for window seats in Business Class. Extremely competent and friendly flight attendants attending every need throughout the flight. This includes disassembling a seat to recover my lost glasses - not a simple task for complex full recline seats in Business class. Above average meals. Only complaint was that the USB port did not have enough power to charge my iPad or even keep it from discharging (albeit slowly).

✅ Trip Verified | It's been some years since I've flown Lufthansa long-haul, and I have to preface this by saying I was extremely lucky with a more than half-empty flight. The 747-8 is a gorgeous airplane and I do hope Lufthansa continues to fly them even as others discontinue this awesome Jumbo. Check-in : Easy, friendly service. In-Flight Service : Very friendly and accommodating as Lufthansa has been in the past. Seat-Comfort - Due to the half empty flight, I was happily able to stretch out. However, even in a full flight, the seat would have been above average by economy standards. I can recommend the mini-economy cabin in front of economy plus on this particular plane. Food/Beverages - Good selection of beverages. Meals were fine (Ravioli for dinner and a sandwich box for breakfast), but nothing special by economy standards. No choice food alternative choice was provided. Entertainment - A bit of a more dated touch system, that was a bit sticky to navigate, but overall a good selection. WIFI - Offered, but not used by myself. Overall one of the better long-haul USA-Europe flights I've been on.

✅ Trip Verified | Moscow to Newark via Frankfurt. Flight from Moscow to Frankfurt. At the check-in counter they the rep said that I have to pay for my luggage even though, it was paid at the time of the ticket purchasing. The shift supervisor stated that their computer does not reflect my luggage was prepaid and that I have to go to the company cashier window and get some kind of proof that this is the case. Finally, after standing in line to see the cashier I managed to get the required number that proves my luggage was prepaid. Why are you asking your customers to prove that they paid for the luggage? Is booking number should be enough to see the whole info? Flight from Frankfurt to Newark my food was horrible. The flight attendants are rude. During meal time when I was trying to eat and answered her question about my choice of drink she asked me to put on my mask for the reason. "because you are talking to me".

✅ Trip Verified | I booked a 4 leg round trip with Lufthansa a month ago. A week back I got an email notice that they have cancelled the flights in 3 legs of the 4 leg round trip. They gave me an option for an intermediate leg that starts about 6 hours later from Frankfurt and options to cancel it and ask for a refund. I cancelled an intermediate leg as it is of no use as I cannot magically transport myself to Frankfurt and have my luggage automatically loaded in the aircraft for an onward journey. When I clicked refund my ticket, it errors out on their site and asks you to contact their customer service. I have been on hold for more than 2 hours on three separate occasions and yet unable to get in touch with their customer service. An email sent to their customer service to process my refund came back with a canned response from a DONOTREPLY email address. I have started the process of disputing the charge through my credit card company because according to their flight cancellation email I am entitled to a refund, just there is not way to request a refund online or via phone. I have searched online and there are numerous customers with the same experience. Spare yourself the headache of forced flight cancellation and inability to request refunds.

Not Verified | Paris to Kyiv via Munich with carry-on only. The good news first. Both flights were on time. Both planes were clean. Both crews were courteous. Then the bad news time comes. Online check in was disabled. I arrived to check in desk at CDG2B 3 hours before departure (guessed that all who normally use online check in should be already there). My guess was just partly correct. Not just all Lufthansa, but also Swiss, Austrian and some other airlines sadly shared 3 or 4 staffed desks to check in all the flights to Munich, Frankfurt, Zurich, Vienna and God knows where else. The queue was endless and moving in the slowest possible pace. Things looked quite scary, so I opted to go directly to business class check in with my Turkish frequent flyer card (unsure whether eligible for that). After some 25 min of wait (at business class line folks) I was checked in and given tags for my carry-on. Boarding was a mess. Calling passengers by groups (to lessen physical contact I guess) gate agents then asked everyone to form a standing queue near the gate door within a small space providing close physical contact. Then the gate door opened, so people were able to board, and without airline staff guidance things got back to normal. Onboard it was ok. The seat back recline has been eliminated since new A320NEO came to fleet, so seat comfort is now not on par with low cost carriers. A bottle of water and wet napkins were handed out. We took off and landed on time. Disembarkation in Munich also went by groups. It slowed things down, but not badly. Then boarding flight to Kyiv was another stupid quest. Without any announcement all the passengers were re-directed to another gate. There instead of boarding we had to get our boarding passes stamped. But with stamped boarding passes instead of boarding the plane we were diverted to the initial gate where they were trying to enforce boarding by groups ignoring the fact that stamping passports was not done by groups, so they were finally able to form quite a big disorganized crowd. Boarding took forever and some more covid infection was spread in this interesting way. Onboard it was uneventful. Overall disorganized, incompetent on the ground, uncomfortable in the air, overpriced and unworthy. I tried their inflight wireless. My CC was charged granting me access to Wi-Fi with no Internet available.

✅ Trip Verified | I'll never fly LH again after this trip. Transatlantic service is abysmal: only 1 drink service, with beer/wine being the sole alcoholic offering, then nothing but water available till breakfast, which consists of a tiny fruit salad and stale muffin. As for dinner, my pasta was inedible. European flights only offer free water. Even bags on transatlantic flights are now charged. Inflight TV set hardly worked and barely anything worth watching. I used to look forward to flying LH, now I'll avoid them like the plague.

✅ Trip Verified | Lagos to Dallas via Frankfurt. I bought this ticket for my 13 year old son to travel from Lagos to Dallas Fort Worth in Texas but because the airline could not provide the unaccompanied minor services required for the travel. This ticket was cancelled same day it was purchased (August 17, 2021) It has been a pain in the neck for me to get my refund of $1158.05. The refund was processed by Lufthansa staff and I have been calling practically every week to find out when this refund will be put back in my account. It is 34 clear days and 24 working days since I requested the refund. Sometime I have to stay on the phone for upward of 1 hour before getting to talk to someone on the phone without getting any clue when my money will be refunded. Today I have called 3 times and and after staying on hold for 15 minutes, the call goes dead without anybody coming to the phone. It is been extremely frustrating for me to get my money and I am starting to think Lufthansa will not refund this money. I will advise anybody buying international travel ticket to think twice, explore all other options before settling for Lufthansa. It's been a nightmare. Anyone knows how best to resolve this issue. Me and my family, friends and associates are all done with Lufthansa.

✅ Trip Verified | My daughter was denied boarding. The adventure began already in the night before the flight when I tried to check-in my daughter electronically. This was not successful, because electronic check-in of LH asks whether or not a visa is available. In an exchange program, there is no visa, however, but an "application approval" and the visa is issued at the local airport upon arrival. Such a possibility is, unfortunately, not available within the electronic check-in at LH and electronic check-in could, therefore, not be performed. We arrived at the airport 4 hours before departure. As soon as our flight was indicated, we went to the indicated counters. However, only an electronic check-in was possible there. This check-in did not provide for the possibility to check-in children belonging to the exchange program either. Therefore, we went to the counters where check-in took place physically. After a long line, we were ready to have our documents checked. Although the documents were alright, the women at the counter still had to consult her manager because she was not sure if the documents were in order. When she was back, she confirmed that the docs were alright, but said that it was too late now and the gate had already closed and would not be opened for boarding for my daughter. Despite the fact that there was still over an hour before departure and that all other airlines I have experience with close their gates just before departure, LH refused to accept my daughter. Lufthansa fails to realize that it has a contract with the passengers and that not only passengers have obligations, but also LH has and it is expected to make an effort to find a solution, in particular in a situation which does not really presents a problem. Not to mention any kind of services which is fully missing on the side of LH. All in all, I consider this procedure unacceptable. Two days before departure, I wanted to clarify one more point with LH and called LH's information desk at 23:00. According to the information on LH´s website, the support line is open until midnight. The announcement on the phone was that all the lines were overloaded and the waiting time was 20 minutes. Since the clarification was important to me, I decided to wait. After waiting until 23.50, I hung up. I think that this example about the customer orientation on the part of LH is meaningful enough and no further comments are needed.

✅ Trip Verified | I traveled on a return itinerary from France to Japan with my family of 4. On the outbound flights their cabin crew lost some cabin baggage that they took off us; for storage elsewhere on the plane. On leaving the plane, they said that they would follow up and contact me but I heard nothing. Then they insisted that I fill out an online customer service form - still nothing. The meal service on their long haul flights has been downgraded significantly. I have noted the deteriorating service levels at Lufthansa, in multiple ways. Can Lufthansa still be called them a 5-Star airline? I don't think so.

✅ Trip Verified | The hard product has for several years been painfully outdated. What was surprising this time around was the nose-dive the soft product has taken, all under the pandemic excuse. The amenity kits were underwhelming. It was explained to me, that, as this was a day flight, there was no reason for the kits to contain earplugs and eye masks. For the same reason, there were no pajamas offered. One alcohol wipe was given to each passenger upon boarding and this seemed to have taken care of all hygiene concerns, as I did not see the bathroom cleaned during the flight. C-class bathrooms contained no amenities. Beverage service was the only thing that seemed to be alright. Food was poorly presented and of a sub-par quality. No snacks were offered between meals, nor were any (or any water) readily available at the galley. No water runs between the meal services. Crew were disengaged, slow, and didn't seem to care much.