Lufthansa

✅ Trip Verified | The departure from Izmir was suppose at 3.40 am. Upon entering the plane, the pilot cautioned the pax that there might be some delay due to some maintenance work. An hour later he announced that a test could not be performed due to a missing tool, an hour later a document needed to be signed my a maintenance manager in FRA to certify that the plane could fly without the test but the person could not be reached because he was sleeping. The flight was cancelled because the crew exceeded the maximum working time. LH does not have airport staff at Izmir airport. One person from the handling agent was trying to handle the 180 odd pax. It was chaos for at least 4h. She first gave a card with LH call center numbers and told us to make our own arrangements. I did that after 2h standing in an unruly mob, and I was put on a 11.30 flight, which they later changed (without my knowledge) to a 13.45 flight. I spent 13h at that dreadful airport. The flight was operated then by budget carrier Sun Express without any drinks or food. Drinks and sandwiches were offered at Izmir airport after 4h. I arrived Hamburg at 18.30 instead of 11 am. Never again LH.

✅ Trip Verified | Frankfurt to Lisbon. 01:30 delay. When I try to get on board, the ground staff told me that first were lots of people with big instruments, so they could be attached to the seats. I told I was business class passenger, and even so, she didn´t listen to me. After take off, cabin crew gave us the meals, served the drinks and then they went to Economy class. Business class were unattended for nearly 15 minutes. I spoke with the purser, and he told me that was Lufthansa´s procedure. I think Lufthsana had a Business class service and ground service much better then now. Not anymore.

✅ Trip Verified | Copenhagen to Madrid. One of the worst flight experiences. I was supposed to fly with Lufthansa from Copenhagen to Madrid, but due to a delay on a connecting flight, I never arrived to Copenhagen and made it to my flight, I was therefore forced to rebook my flight ticket with another company to arrive to my final destination. The problem arises three days later when I had to check in to my return flight with Lufthansa, my return flight ticket has been canceled without noticing me, since I did not board the outgoing flight from Copenhagen. They canceled my return ticket without even informing me. This meant that I had to look for a new flight less than 24 hours of my departure.

✅ Trip Verified | Frankfurt to San Diego. This is my second dreadful flight on this route. Lufthansa flies old A340's in service for 22+ years, and their age, wear and tear show. The seats are frayed and torn, and cushions hard and in need of replacing. The food borders on inedible for me. The staff were very senior which is not bad, but some appear indifferent. I would describe the service as grudgingly pleasant bordering on not-caring. The pluses are a great IFE system, punctuality, nice touches like a pillow and blanket for each seat, a clean aircraft and complementary drinks. These little pluses are far overshadowed by its negatives. This is my fifth LH flight in the past 15 months. This may be my last.

✅ Trip Verified | London to St Petersburg via Munich. Terrible booking experience with Lufthansa. I made a mistake while booking a ticket and booked for one day earlier. Refused to help, gave me no options at all.

✅ Trip Verified | Copenhagen to Los Angeles via Frankfurt. I have found Lufthansa becoming more and inconsistent in their performance. On the first leg, we had secured nice exit seats with plenty of leg space, to be told at the gate that we had instead been upgraded to business class. However, this is is the first time in 25 years of travel that I get an upgrade, and the service offering is a down-grade. First off, the seat pitch is less than in economy class (compared to the exit seats we had). Then, it turns out that there is not enough business class catering, so we each get a KitKat snack to keep us happy. Suffice to say that If I can afford to pay more than 1000 USD for a ticket, I can afford to buy an unhealthy snack for 50 cents. The purser expressed that she was "sorry". I acknowledge her statement, but I would much more appreciate her fixing the problem. The long-haul portion of the trip was average. The IFE and power supply did not work for me and the people sitting next to me, and it took the crew hours to figure this out. I had ordered Lufthansa's a la carte dining, which has been very good in the past. Today, parts of the meal were very unattractive. I cannot believe that they have the heart to charge 30 EUR for a rip-off of this sort. A final observation from the long-haul part was that we spent almost an hour holding at the tarmac at LAX, after landing, before finally arriving at our gate This was handled very poorly by the cabin team. I was for instance able to get off the plane before almost all premium passengers. In conclusion, not Lufthansa's finest day, by far. Would I fly them again? Perhaps, but they would not be my first choice, and they are not a five-star airline.

✅ Trip Verified | London to Frankfurt. Our electric wheelchair did not work after being offloaded from our flight. As my husband cannot stand at all it was crucial we repair it or buy a new one ASAP for the next months holiday. We put in a damage claim and the staff were very helpful helping us to find a wheelchair repairer ( which we could not despite 5 people searching) Luckily we were staying in a town with one nearby but they could not repair it, so we had huge cost to freight it home and more cost to buy a new one. It appeared initially the no one was answering customer service emails even though I sent 4. However we did eventually receive a long apologetic response and an offer of two thirds the cost due to the Montreal convention of capping claim limits). We were pretty happy to have a response plus some reimbursement.

✅ Trip Verified | Istanbul to Munich with Turkish Airlines connecting to Poznan with Lufthansa. Our experience started on the way back when I tried to check in online. I couldn't do it as booking code I got by email was not applicable for Turkish airlines. When I contacted via FB Turkish Airlines I was asked to contact travel agency and get another booking code. Second proposal was to call international customer line. Not working processes should be airlines responsibility and customer service shouldn’t send me back and force but should take responsibility and manage by them self. After few hours communication in FB we decided to check in the airport before flight. Early check-in was important to us because we wanted to get seats on the first row to be able to leave plane ASAP to catch another flight because we had 50 min between flights. So we were proactive and wanted to do the best. In the airport representative of Turkish airlines was surprised that FB client support were not able to check-in and told us that customer service people can see another booking number which was needed to check in (clients are not able to see). I am not angry that situations like this happens, I am angry that nobody from Turkish Airlines wants to listen customer experience and move even one finger to improve they processes and client service. And day by day everything goes worst. Instead of asking to share feedback and send to responsible people to take a look what is wrong everyone is shaking heads. So my try to share my experience in Istanbul airport was unsuccessful. At least I was able to check in and we got seats in the 8 row. But luggage was sent instead of Poznan to Munich. Probably she had already feeling that we will not reach Poznan tonight? Lucky we saw that on time and we asked them to redirect our luggage to Poznan. And for sure the Turkish Airlines flight from Istanbul to Munich was later then planned. We asked flight attendants if they can contact people on the gate and ask to wait. We asked passengers in the plane to let us go first to be faster. When we reached the bus to go to another terminal we asked bus driver if he would be able to contact gate and ask to wait 5 min (because we had to wait 5 min for bus schedule). Answer was no we cant so we had to wait. When reached Terminal number 2 we ran as crazy (maybe somebody could explain me why?). And I came to the gate 6 min late, and plane was still there. I was not allowed in. Now time to look for the hotel in all city (closest Hilton is fully booked), because even this is my responsibility.

Not Verified | Today we had two connected flights with Lufthansa, the first one from Bilbao to Munich, the second one from Munich to Zagreb. Both were late and delayed. We ran through the airport to get on time on the second flight with a small child and me being in sixth month of pregnancy - if we had the info that the flight is delayed we wouldn't run like crazy! And on top of everything for boarding we had to wait for half an hour longer and than to take a ride in the hot bus cramped with people, with no air conditioning, to get on the remotest part of the airport- this is usual practice with flights to Croatia.

✅ Trip Verified | Lufthansa did not meet my expectations! I found dirty spots on my pillow. I will take three stars out of five based on my experience. The first-star, impunctual , the second-star, bad cleanliness, and third-star, limited catering due to a strike. I will give two stars because of ticket reasonable price, and friendly cabin staff.