Lufthansa

Not Verified | I booked my return tickets and few days after I wanted to add my luggage. I could not add it online since they do not have the possibility on their website (in my opinion not very up-to-date for an airline), so I called and did the purchase of baggage over the phone. My surprise came when on both flights (inbound and outbound) I had to pay the full airport fee for extra baggage over the check-in desk. Seems they had an error in their system and that the transactions did not go through and they did not inform me. The personnel at the airport asked me to claim for a refund on the difference between the online and the airport fees, so I did. After I explained my case, Lufthansa recognized that it was their fault but they would not give me my money back. I insisted to talk to a supervisor and I was denied to do so. I booked Lufthansa thinking that if I had any problem during Covid times I would not have to worry about claiming money, but seems that they are as any other low-cost carrier. You better fly with the real low-cost than Lufthansa, at least your flight tickets will be cheaper.

✅ Trip Verified | This is the worst airline experience I have ever had. I got a ticket from Singapore to Germany for September 2020 which was postponed due to COVID which I completely understand then the airline cancels my ticket and never bothered to refund until now (December 2020). Every time I need to call their call centre and check on status and all thy respond is "it will take another 2 weeks and you don't have to call, we will process your refund" but it has taken forever. They never bother to notify if they do not process before the committed timeline and when I call back they say it will take another 10 days and this is endless... the call centre team is the worst, they cannot direct me to the refund team as it is internal and they cannot give answers on the timelines because it is managed by the refund team!

✅ Trip Verified | Companies chose different strategies for handling the corona crisis, but Lufthansa chose the worst possible one. By the end of the June the carrier cancelled more than half of the summer flights without letting the passengers know. The only option for arranging rerouting or obtaining refund was through call centers, which took hours to reach. Unbelievable. When checking in, the ground staff wanted me to pay for checked baggage, which I had already prepaid online. Hadn't I printed the receipt and had it with me at the airport to prove it, I would have lost 50€. I didn't enjoy the flight itself either, as the refreshments on board were cancelled without previous notice, only water was available. Overall the worst experience with an airline I've ever had.

Not Verified | They cancelled my flight without any notification. I was stranded and had to book a last minute flight with another airline. I called their customer service and they didn’t even apologize for the inconvenience. They said they will issue a refund in 8 weeks.

✅ Trip Verified | I checked in with a suitcase at Los Angeles International Airport to go to Athens in Greece through Munich. I was assigned a seat number and given boarding cards for the 1st flight LH0453 (LAX to MUC) as well as for the 2nd flight LH1754 (MUC to ATH). I was told my suitcase will go straight to Athens and arriving in Munich I had only to go to the gate and with the given boarding card to get the plane to Athens. The flight LH0453 arrived in Munich about 3 hours before the 2nd flight. In about 30 minutes I was in front of the gate for my 2nd flight to Athens. To my surprise, 20 minutes before the departure, the Lufthansa person stopped me and did not allow me to get to the plane. I was told that I needed to have the PLF form from the Greek authorities. At the check-in in LAX nobody told me anything neither before when a few days earlier I had called Luftansa. Instead, they had assured me beeing a US and Greek citizen I did not need anything else. This time, 20 minutes before the departure of my flight to Athens, I was not allowed to enter the plane and I had to stay in Munich until I fill the PLF form. Although they had given me boarding card in LAX, they forced me to stay in Munich airport without any assistance and they refused to put me in a new flight the next day with the excuse that my ticket was a United Airline ticket and not Lufthansa. This is the worst experience I have come across. The Lufthansa people in Munich did everything not to give me any assistance and to ignore me. They did not want to help me finding a hotel around the airport nor another flight next day, they did not even want to give me my suitcase that was already on the plane to Athens.

✅ Trip Verified | Book flight to Barcelona March 2020: Pandemic, requested a refund, took over 1 hour to get to a customer representative (understandable as everyone is cancelling due to COVID19). CSR said it'll be refunded in 2 weeks. April - October 2020: Called 3 additional times during this period to request a refund. CSR said it'll be refunded in 2 weeks, every single time we called. We waited over an hour each time. I gave them the benefit of the doubt each time because of the circumstances. November 2020: Finally received a refund after 8 months. I understand the situation we are in with the pandemic. I don't care about the long call times as that was to be expected, but stop lying to everyone. Stop saying it will take 2 weeks when that just isn't true. I was going to submit a chargeback December 1, 2020 if I did not receive my refund by then. It took over 8 months, 4 calls, and a bunch of lies by CSR to receive my refund.

✅ Trip Verified | I called to change my flight from Oslo to Stockholm after learning of new COVID restrictions in Norway. The representative told me the total of the change charges and then I was actually charged double. I called and wrote emails to dispute the double charge and they refused to look into it any further. They told me that my receipt showed the double charge and that was correct, despite me only agreeing to being charged what I was told on the phone which was half the amount I was actually charged. Second, my flight from MUC to BOI was cancelled and they didn't bother to notify me. It took months and hours on the phone with them to get a refund for the flight. I was flying with my dog and called to add her to my booking and was told the charge for her based on size and weight would be 200 USD. When I got to the airport to check her in, I was told the charge would be 440 USD. There was nothing I could do at that point but pay the higher fee. I was willing to be patient due to the COVID situation and high volumes of calls coming in, but we are 8 months in to the pandemic and a major airline like Lufthansa has had time to adjust to the environment.

✅ Trip Verified | Lufthansa canceled my niece's flight due to the COVID-19 pandemic. I followed all the instructions to apply for a refund. I spoke with customer service 6 times during 4 months period. Every time the representative would ensure me that the money will be in my account within two weeks. And yet, after almost 5 months - still no money! Last time I spoke to a customer representative, she gave me a bogus number to call to get me off the phone. I spoke to supervisors, I wrote to their review section. No result! Lufthansa is holding over $2,000 without any interest and no plan to return it.

✅ Trip Verified | This company is the worst ever ! I booked a ticket in February for a departure in August. Of course due to covid, they canceled the flight. Since then I'm fighting to get my refund. I would never fly with them again.

✅ Trip Verified | Had all the correct documentation for entry at destination, but denied boarding. Can appreciate staff were being cautious, but caused major hassles and expenses due to missing connecting flights. Wrote to airline, but they continue to deny any wrongdoing. Poor customer service. Why book with an airline that you don't know if they'll even let you on despite having the correct documentation?