Lufthansa

✅ Trip Verified | I had booked a flight, and due to covid 19 restrictions of the destination I had to change the date of departure. The airline representative on the phone assured me that after the flight takes place, I'll be able to get a refund ($106) for the seats that I have purchased of the flight that was rescheduled. After the trip I had contacted Lufthansa about 25 times over the phone and just about as many through their email and social media. I requested a refund back in may and was told I will receive money back in 7-10 days. I called back 3 weeks after and they was no idea what refund I was talking about, they stated that there was no ticket for a refund on my account. It took me 3 hours and 4 attempts to get a hold of a live person, since the first 3 either hung up, or put me on a 30 min hold and then hung up, the representative that work for this company have zero respect for customers time and money. I always asked very politely to not disconnect the call and to call me in case we get disconnected. Not a singe Lufthansa representative called me back after hanging up on me. So I finally get to talk to a person and they supposedly create a ticket for the refund of the booked seats ($106) and they again tell me to wait 7-10 days. So I wait, 3 weeks go by, nothing. I call back, on my 7th attempt (and I have records of all these calls I made) I get an agent who tells me that they will escalate this and I need to wait 7-10 days. This took place on august 5th, they reassured me that it's been escalated and I will be getting the money back. Today is august 27th, it's been 3 more weeks, and I received no communication. So I call back, wait on hold for 1 hour. Then the call goes silent for 30 min and this I get hung up on. I have received no response to numerous emails I have sent to their Facebook page. I have emailed Lufthansa explaining the issue and all I got was a generic email template stating that a representative will contact me. And no one has contacted me.

✅ Trip Verified | They damaged my bag, I reported the damage, but nobody contacted me even after a month. Old plane (no entertainment, no screens, no AUX plugs for music). Phone customer service is the worst, and when they answer they don't help me. No flexibility when it comes to baggage weight (I cannot really complain about since these are the regulations). I usually weigh everything so it is not a problem for me, but come on try to be good at one thing!

✅ Trip Verified | LH 470 on 24th of August 2021. Partially due to necessary document checks and partially due to limited physical gate space boarding can only be described as chaotic. Nevertheless the flight deserves high marks. The crew was exceptionally friendly - especially the team being responsible for the smaller business class cabin (rows 7 and 8). Seat comfort was very good - seating arrangement in Business at Lufthansa gets often bad reviews, however I do prefer their open concept to many pod arrangements from other airlines. Food was served speedily and was of excellent quality. Even though the flight was fully booked (actually overbooked due to the need of having to accommodate apparently a cancelled flight to Toronto) crew managed to be very attentive, quick and always friendly. Crew managed to enforce mask rules strictly and they knew how to be assertive while still being respectful and attentive. Would have preferred a bit "better air quality" during this fully occupied flight - especially having to be masked at all times

✅ Trip Verified | Out of my flights only 1 was on time (others 30min to 1,5 hours late). For the long flight my food was bad and my entertainment system was unusable (the touch screen is made in the 2000s I guess). The lag is unreal and it restarts every few touches I make. My last flight to Mexico was canceled without any notify. And the company is refusing to take any responsibility by responding with meaningless mail, and ignoring after I send them another one.

✅ Trip Verified | 48 hours before flying, LH requested that we fill up on internet a survey about our Covid status, uploading our double vaccination status. So did we. The day before we received an email denying the validity of our surveys, and adding a lot of stress. At the gate everything was double checked, and was OK. Suddenly a boss decided that passenger documentation had to be checked again (10 mn before boarding time). No explanation was given. Only 2 employees were allocated to that job, and 3 remained smiling and chatting. When more than 50 % of the pax were queuing for this 2nd check, boarding was announced, and panic was installed. Lh does not seem to realize that Covid is already stressing by itself, and that one of the airline duty is to low down the level of stress.

✅ Trip Verified | Horrible beyond imagination. My Flights from Los Angeles were cancelled due to COVID-19, understandable. Flight credits were administered (Through my third party travel agent); however, my seat upgrades needed to be refunded through the airline alone. After 6 months of waiting for my refund, I'm sitting here frustrated, still waiting for my refund. Every other week I am advised to call to check on the status of the refund. I wait on hold for 1 hour to reach an irritated customer service rep. They advise me that they are flagging my refund as top priority and I should receive a refund in 3-5 business days. I give them 2 weeks, call back and start the entire process over again. They cannot credit my account for a future flight. They cannot transfer me to speak with anyone from the refund department and they can no longer tell me when my refund will be available. After flying with Lufthansa for 30 years I am sorry to say my current booked trip in September will be last trip with Lufthansa unless they can rebuild this relationship.

✅ Trip Verified | I have had terrible experience exchanging and then seeking refund for Lufthansa's business flexible tickets. Business flexible is a joke. It's neither flexible nor fully refundable. They have a really convoluted system.

✅ Trip Verified | After the online checkin was completed by my side on time, I never received any QR code for the boarding pass and upon arrival to the airport, I had to wait in an excessively long queue. Whilst I had no baggage (checkin completed as aforementioned) for 1 hour in order to receive boarding pass. I am a regular flyer from HH to ATH and never had to go through such trouble to fly in the midst of the pandemic, as I always present my documents before flying.

✅ Trip Verified | Our luggage delivery was delayed 60 hrs, after it was not boarded on the connecting flight. Reimbursement of essential items expenses was adequate. Needless to say that inconvenience was quite significant. On the return leg, our flight from FRA to FCO was cancelled, but without explanation. Only much later we learnt this was due to the Italian air controllers strike. Would have been good to explain it beforehand in Lufthansa's notification emails, so to reduce concern. Trying to talk with someone at the Service Center proved impossible in those days

✅ Trip Verified | Booking online for your flight, if there are no issues/canceling/rebooking is easy. Their service on the plane itself is OK. However, Lufthansa does not allow rebooking online if your flight gets cancelled or there are complications due to coronavirus. Moreover, if there is a government-imposed travel ban, they will not allow you to have refund (only rebooking, usually at a very high price because the last-minute booking is usually twice or three times the price of the original ticket). Other flight companies allow for refund, but Lufthansa is instructing their call service to deny the refunds and rebooking cannot be done online. To rebook, you need to call their call service, which is a nightmare. I tried to rebook 3 times. First time I was on hold for about an hour. Then, I explained the situation, was put on hold, and after 1 hour of waiting was disconnected from the line. This same thing happened 3 times. The customer service is extremely slow and inefficient.