Lufthansa

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 2431 reviews
5/10
4 star Skytrax Rating
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10/10

"Inflight crew was outstanding"

(Germany)

Trip Verified | Flight was on time and arrived 20 min. ahead of schedule. Although airport services in HEL are still quite limited (no lounge, very few shops and restaurants open), check-in and boarding were smooth and hassle-free. Inflight crew was outstanding. Very personal service and unlike other carriers, LH offers the full range of inflight service. Very tasty hot meal and full selection of drinks. Cabin was spotlessly clean and space in C-Class was sufficient. In addition to that everyone is handed-out disinfection wipes upon boarding. Clear announcements from the flight deck regarding routing and de-boarding procedures. Upon arrival de-boarding was very well organized and the luggage came within minutes. Kudos to the insight crew, which did a brilliant job!
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteHelsinki to Munich
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"waiting still for a refund"

(United States)

Not Verified | Our flight was scheduled for May 28th, but canceled due to the corona virus a couple of day before. Since than we try to get our money back but waiting still for a refund. Lufthansa don't answer emails and you cant get them on the phone because of the high volume of customer contacting them they say. It is now more than 8 weeks and we are still waiting for the refund for more than $5k.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Hamburg
Date FlownMay 2020
Value For Money 12345
no
1/10

"Online refund is not available"

(Moldova)

Trip Verified | Due to the coronavirus Lufthansa cancelled the round trip flights, which is understandable, but did not refund a total of 235.65 EUROS and made it impossible to do it. Online refund is not available on their website, because I didn't pay extra to cancel it by myself and get the refund, thus redirecting me to the number listed for each country you are in, the number of the country I live in (Moldova) is inexistent, tried dialing it in many ways, whenever I was writing an email to them explaining the issue with the number, they just told me to dial it again because they don't do refunds via emails, and they didn't even respond to my last two emails.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamburg to Chisinau via Frankfurt
Date FlownApril 2020
Value For Money 12345
no
2/10

"Onboard very limited service"

(Germany)

Trip Verified | Most lounges closed or very limited service. No masks or hand disinfection before flight or at boarding. Only disinfection tissue in the airplane, which ever guest takes from the same bowl. So best way to get really in touch which every guest on board. Onboard very limited service, only a bottle of water on 70 mins flight. My seat in CRJ9 very uncomfortable, small and tight.
AircraftCRJ9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMünich to Bremen
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"had not understood the forms"

(Germany)

Trip Verified | After paying for selected seats I saw the seat numbers had changed, one from row 6 was now row 23. Only after numerous attempts did I get through to Lufthansa only to be cut off in the middle of my call. I tried to call 4 or 5 more times to simply be cut off before anyone answered the call. I then tried using the Miles and More member number, I got through after just a few minutes and was helped by a courteous friendly assistant who, after 5 minutes, re-allocated the original seats. At no time did Lufthansa inform me of this change or of the fact they had seated two people on the same booking some 15 rows apart. I wrote an email to Lufthansa on 29.06 asking for an explanation on 23.07 received an automated replay that did not address my question. The seat numbers continued to change in the days leading up to the flight at least the changes were in the same area. 48 hours before the flight the screen showed that the seats "could not be pre-booked on this leg of the journey¨ but could be selected at time of check-in? In line with an apparent Lufhansa "Covid19 code of conduct" during this whole seat reservation farce the seat next to a booked seat was shown as "non-bookable" .. an intelligent and logical move, a positive Lufthansa initiative. However on boarding the plane (after ground staff informing us the pre-booked boarding assistance was ready! I had no requested this and after a brief discussion the whole thing was dismissed with indifference and lack to interest on their part. Upon boarding to my surprise people I saw that in fact passengers were sitting in the "non-bookable seats" .. no Covid19 distancing as implied by Lufthansa. In addition to being incompetent during the booking and boarding process they were also lying about their "responsible seating policy", Additionally boarding was more chaotic than normal, people queuing in the aisles, moving from the back to the front of the plane: evidence of the Lufthansa “dynamic seating process”. During the flight the FAs handed out 3 documents in a disorganized and giggly fashion, requesting us to complete them. The request was in unclear/garbled English and German. When unable to fill out 1 form (as none of the options applied to me) I asked the FA how to proceed: she replied “I don’t know, I´m just a FA, just fill in something!” One form was handed back to the FA, the other 2 had to be handed to the French authorities at passport control/security at Lyon arrivals. There were no officials at Lyon arrivals, no passport or security controls. One document was only valid for nationals from non-EU countries (plus UK, Norway.) The FA clearly had not understood the forms she was handing out. On the return flight I received a “Boarding Gate change” on my phone, the new gate being quoted as G26. As I was unable to find any “G” gates I asked a security guard where the G area was (no ground staff were at the original boarding area). We were then called to board (at the original gate) only to be kept standing for 15 min while the confused and theatrical ground staff gave us unclear and contradictory information. We we bused to the plane (overfull bus). I saw 2 “low-cost" airlines using airbridges.
AircraftCRJ900 / A319
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMunich to Lyon
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"trip was cancelled the day before"

(Sweden)

Trip Verified | The trip was cancelled the day before departure without any notice going out to us. I checked my spam filter, but nothing. Luckily we discovered this when trying to check in online, and an error message appeared. When calling the lady at customer services she did not at all see this as a problem, but just told us that next flight was in five days. She also offered us a refund. When pushing her about cancellation routines (eg sending out an email) she avoided the subject. If we had not noticed this ourselves, we would have gone all the way to the airport early in the morning with two small children to discover that the vacation was cancelled on our own.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteStockholm to Catania via Munich
Date FlownJuly 2020
Value For Money 12345
no
7/10

"Only 1 hot meal"

(United Kingdom)

Trip Verified | Comfortable seats and nice, clean planes. Crew quite rude and once even skipped my row when giving out drinks. I paid €380 for a return flight to Mexico which is quite good but if I was to pay more, I'd rather travel with other airline. Only 1 hot meal and I literally starved for the rest of my 12 hour flight. Hot meal is just veg pasta, no selection possible. Its just an ok, no frills airline. I would never travel again with them at full price ticket, would pick KLM, air France Kalinski or BA. for €380, sure, I'd just take some food with me.
AircraftBoeing 747-8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBarcelona to Mexico City via Frankfurt
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"cancelled my return flight"

(Czech Republic)

Trip Verified | I purchased a return flight ticket with Lufthansa on their website to fly Prague-Frankfurt-Bilbao/Bilbao-Munich-Prague. The outbound flight from Prague was great. They only gave out a bottle of water during the flight, but this is perfectly acceptable for a 50-minute flight. Frankfurt airport is operating out of just the one terminal: Terminal 1. This means that the terminal was cram-packed full of people. There was only one restaurant open and it was expensive and the quality of the food was pretty poor. The flight to Bilbao was approx. 2 hours, and during this flight they only gave out one bottle of water per person - all in the claim that it is because of COVID-19. The following morning, I received an email from Lufthansa - apologising that there have been changes made to my booking and asking me to either accept the new conditions, or choose not to and keep the flight open. The problem was that there was no alternative flight option shown. Lufthansa cancelled my return flight and didn't give me the option of rescheduling my return flight on 24th July. I went online and entered my booking details into their site and only my outbound flight was showing up. My ticket had been changed to a one-way ticket. I tried calling their customer service number but after multiple attempts - they just don't pick up - I gave up. I also sent them a couple of messages, using their contact form, but again, no response.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePrague to Bilbao via Frankfurt
Date FlownJune 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"trying to charge money"

(United States)

Trip Verified | We had a flight booked for May 2020 from Winnipeg to Varna, Bulgaria. Due to the coronavirus pandemic our flight could not be used. Then the problems began - Lufthansa in USA has a waiting time between 1 hour, 2 hours or never to get connected. Then, once connected they are trying to charge money for no reason - you receive same flight, now overpriced!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWinnipeg to Varna
Date FlownMay 2020
Value For Money 12345
no
1/10

"refunded via my credit card company"

(Netherlands)

Trip Verified | I've flown with Lufthansa multiple times for business and leisure and it has worked out perfectly fine time after time. The only difference this time is, I have to deal with their customer service, and this is where it goes down hill. In February, I booked a ticket for my girlfriend to come visit me and unfortunately, the pandemic hits. The airports get closed and the ticket flight gets cancelled. As I read (or mis-read online) there was supposed to be a button in the online environment to click to issue a re-fund and so I did. Time goes by and of course they violate their own policy of returning the refund. The real problem for me starts in their communication. I've been trying to get hold of their customer service for the past 5 months by e-mail or by phone. Their phone lines are either flat out busy or cut out after 2 hours of being on hold. I've gotten hold of their employee's once in twenty1 hour calls. I've gotten some written feedback but basically, none of it was anything more than that they acknowledged the situation but can't provide any help. Feedback on my ticket telling me they cant respect their deadlines.Me forwarding the claim to my credit card company. Lufthansa re-reviews the ticket but tells they can't help me without any argumentation. Creditcard company tells me I need a statement that my flight got cancelled (which i didn't got), so I re-approach via a ticket. I get hold of Lufthansa once by phone and they inform me I cancelled the ticket myself because their system processed my action as a cancellation and they mention to me they can't see the flight was actually cancelled. Spoiler alert, the airport was closed, it was. I'm advised to re-make a flight disruption ticket to explain this. Here is specifically ask for a confirmation of the flight cancellation. Not a refund but instead of sending me that, they issue me to the refund department. Here I realised they are playing a game with me, because the moment they send me the cancellation confirmation, I can get the money refunded via my credit card company.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePanama to Amsterdam via Frankfurt
Date FlownSeptember 2019
Value For Money 12345
no