Lufthansa

✅ Trip Verified | I booked a ticket with Lufthansa from London Heathrow (LHR) to Shanghai (PVG) on the 27th of October 2020. Later, Lufthansa infomed me the flight was cancelled. Lufthansa rebooked me to a Swiss Air flight on the 25th October from LHR to PVG. I also received the confirmation email from Lufthansa about my rebooking and it said my flight was confirmed. Today, I rang Lufthansa and the customer services told me my ticket with Swiss Air was not issued so I cannot take the flight on 25th October, the one I thought I was going to take. Then I rang Swiss Air and they told me my reservation is in their system but the ticket is still the old Lufthansa ticket for 27th October, so they cannot issue me a new ticket on the 25th flight. Meanwhile, I was told there was no Economy seat but Business and First on the 25th Swiss Air flight. But on the 1st of October, when the rebooking was incurred, there are plenty of economy seats on that flight. Besides, there are other flight options in October. Now, I was told there are no available flights in October. I'm so upset and disappointed with Lufthansa, this has totally disrupted and ruined my plans and it will cost me significantly. I have urgent business matters and I need to be in Shanghai on time. If Lufthansa did not provide me the false information and told me right at the beginning (on the 1st October) that the rebooking is not successful then I would still have other options. But today is the 6th October and there are no other flights! I called your customer services multiple times and they couldn't help me at all but just asked me to wait! This is truly absurd!

✅ Trip Verified | Can't fault their customer service. My wife's original flight was cancelled, I called them up and had it rebooked in under 3 minutes and got the date she wanted. No hassle. Happy customer!

Not Verified | I haven't flown yet but am appalled by the attitude of this airline. On 23.09.2020 my husband and I booked to fly Cape Town to Malaga via Frankfurt on 27-28/10/2020. This included paying for pre-booked seats on both legs. On 30/09/2020 we were rebooked by the airline with a two night layover in Frankfurt. No mention of a hotel being provided as per IATA regulations. Today I called customer service in Johannesburg as there is a flight on 29/10/2020 which connects with the second leg and this was rapidly processed with no mention by the seats. The confirmatory email arrived with no seat allocation and mention of our not having seating included. I called up customer services again and was told there was a R2 difference in price per seat so they could refund the entire cost of the tickets (read as wait many months to get our money back) and rebook and pay again. Please note the exchange rate of R19.34 to the euro. The call was cut off while I was still hanging on. No Lufthansa - even in these bad times they are other airlines available.

✅ Trip Verified | I am waiting for a 149,40€ refund from Lufthansa since end of March, when my flights were cancelled due to COVID. I have been contacting their extremely ineffective customer service for 6 months without receiving any decent feedback. I called them, emailed them, I have been called from them, at least 30 times in total. Always without results. I even got my money back from Ryanair, EasyJet and other low-cost airline companies, for flights that have been cancelled due to COVID. Lufthansa is the only airline company from which I am still waiting my money back. I used to think that Lufthansa was a serious company.

✅ Trip Verified | I recently posted a review complaining that LH was not refunding my Business Class ticket to Japan, after having cancelled some of the included flights. 3 months later I am now pleased to receive a letter in German with a full refund value, immediately credited to my Credit Card. Note that it might be the result of a formal file that I sent which was moving to mediation with LH in Germany on this specific refunding vs voucher topic.

✅ Trip Verified | This is rather short flight - boarding and departure was on time people at the boarding desk were courteous. A small but decent meal was offered together with a choice of beverages. Lufthansa should learn to provide plain bread instead of bread with seeds. FA were very friendly. Arrival was on time : unfortunately at the airport there was a delay in delivering the luggage. Caused by a bankruptcy, Lufthansa had to take another company for ground handling - 40 minutes waiting time and despite decently labelled as priority, suitcase did arrive as one of the last ones.

✅ Trip Verified | We had a trip to Japan booked from France (Marseille to Tokyo). My Japanese partner booked on ANA website and I did on LH website, the exact same flights (code-shared), on business class, each flight worth more than 2500 Euros. Lufthansa cancels the first leg of the journey, re-issued a ticket without our agreement, from Frankfurt, and changed the rest of the flight. ANA immediately notified my Japanese partner, who was fully refunded in less than 30 days. I requested a refund to LH. So far more, then 2 months later I have just received an email acknowledging my request. All other contacts were not responded. Note that I am a Star Alliance Gold pax (no use). On the other hand LH is still sending me commercial advertisement, for paying tickets to Asia, business class of course. An insult to my intelligence, as nearly all Asian countries do not allow Europeans. With such a behavior, how can an ex-Premium airline like LH believe that we will ever fly again with them?

✅ Trip Verified | Tirana to Frankfurt booked on non refundable tickets. Very bad customer service, we contacted many times that because of the cancellation of the Fair in Frankfurt we would not be able to go and 2 days after our flight other flights was cancelled. If we would have used the ticked we would have been stuck in Frankfurt and they didn't refund us anything, even though it was not our fault that everything was canceled we took 100% penalty. Worst customer service.

✅ Trip Verified | The Aspire lounge at Birmingham was open for business but Lufthansa no longer give access to business class passengers or status Miles & More members. Can be for no other reason but to cut costs and I was flying on a paid for business class ticket. Not acceptable. And for the first time (having flown this route countless times over the years) no airbridge - again, is this cost cutting? There were plenty of gates with bridges available.

✅ Trip Verified | I used to choose Lufthansa because of the good service and reliability of their schedules. I am a regular customer on this route and I didn’t care to pay their more expensive flight ticket. However, Lufthansa practices are now like low cost airlines. They let you book a flight ticket for a very expensive price at the best schedule for you. Then, less than one week before of the flight date, they cancel your booking and put you in the flight that costed the least. I arrive to my destination at 1am in the morning without the possibility to take any public transportation. So end up paying for the most expensive flight, original train tickets and the new train tickets. Apart from that, they use to serve some drinks and snacks. In the last year with the strikes and the Coronavirus excuses they offer a bottle of water. Have they reduced they ticket price? Not at all. If you need to fly to Helsinki, use Finnair. More expensive? Yes. But they take responsibility for their actions.