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
Filter Reviews by :
Show
1/10

"Lufthansa canceled flight"

(Germany)

Trip Verified | I booked flight Frankfurt to Zagreb directly, and ticket price was 450EUR. Lufthansa canceled flight, rebooked me to a flight with connecting flight (and that flight price was 182EUR at the day I booked 450EUR). When I called and explained, they told that there are no more seats on direct flights (which was lie, as I was looking at available seats on direct flights). All in all, awful company, even rebooking they made was made with mistake, I was not able to checkin through app. Oh yes, Customer service does not have a phone number where you can dial. You can only get reservation office, and they cannot do anything.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Zagreb
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"suddenly changed our flight"

(United States)

Trip Verified | They suddenly changed our flight back from Tampa to Kiev via Frankfurt without any discussions and notifications just from July 5 to July 4. Now we do not only have to break our plans to spend our Independence Day with our family in US, but must find a possibility to get to TPA airport tomorrow from a distant location. We always knew Lufthansa as a very good and reliable airline and this issues hardly disappointed us, so sorry to suffer from this service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTampa to Kiev via Frankfurt
Date FlownJune 2019
Value For Money 12345
no
10/10

"Thank you Lufthansa"

(Philippines)

Trip Verified | My original EVA air ticket, booked in January 2019, had been rerouted due to their cabin crew strike. The first leg was rerouted to Frankfurt via Lufthansa. My Paris to Frankfurt Lufthansa flight was late by 20 minutes and I missed my connecting Cathay Pacific flight to Hong Kong. The Cathay Pacific staff tried to help me but were not able to book me until my final destination in Manila and asked me to go to Lufthansa Customer Service (Frankfurt Airport). I was so relieved, surprised and happy that when I got to the customer service desk, my flight (3 persons) had already been rebooked all the way to Manila, through London. Not only that, but my luggage was also sent to Manila, complete and safe. Thank you Lufthansa and a special thanks for the lady at customer service who gave us the best service I have ever experienced from an airline. If I fly again, or if I would be asked, i would fly Lufthansa. Thank you.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Frankfurt
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"8 hours delay"

(Switzerland)

Trip Verified | Gdansk to Marseille via Munich. 8 hours delay for a intra europe flight. My last booking with Luthansa. Today following a late take off by 1h from GDN, we landed in Nuremberg to refuel due to a storm at destination in MUC. We spent 2 hours in the plane in Nuremberg as we had no slot for Munich anymore. Finally arrived in Munich and rescheduled to 1940 flight, take off planned at 2300 now.
AircraftCRJ9
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGdansk to Marseille via Munich
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I was involuntarily downgraded"

(United States)

Trip Verified | Frankfurt to Boston. I paid for a Premium Economy ticket and I was involuntarily downgraded from Premium Economy to Economy. Then Lufthansa denied they downgraded me and are refusing to compensate me for this despite their employees telling me it was no problem and automatic when I returned. I have been wasting a lot of my time with their customer service center. I have now had over 10 correspondences with Lufthansa on this matter this flight from Frankfurt to Boston. I paid for Premium Economy ticket. Lufthansa told me they would compensate me for the flight delay €600, I provided all the banking, personal identification information they requested and they have failed so far to provide the compensation for the flight delay they agreed to. While finally boarding the flight, Lufthansa assured me once I returned, all I had to do was submit the claim for compensation and I would be compensated for both the delay and the involuntarily downgrade. They haven’t delivered on either of these promises. They provided me with the EU rules on passenger rights prior to boarding and during the delay. Secondly, Lufthansa is insisting I was not involuntarily downgraded. Premium Economy was overbooked and I was downgraded involuntarily to Economy as shown on my seat assignment below.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Boston
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"I can no longer recommend Lufthansa"

(United States)

Not Verified | Orlando to Frankfurt. We used to fly Lufthansa in the 90s and loved the food and service. We recently flew a round trip from US to Poland (total of four flights) and paid to upgrade to Premium Economy. Not only was the food mediocre at best (downright bad on the US to Germany leg), the service was the worst I've seen. We were not allowed to order a drink (alcohol or otherwise) until after dinner had been served. This occurred on both long haul flights even in the "premium" section. When I asked for a drink before dinner I was denied with the explanation "we will be serving drinks shortly". After food was served, the flight attendants vanished and could not be summoned. I saw numerous call lights lit with no response. Lufthansa was once known for serving good food, but the food we got was very typical of any airline, starchy pasta with a thin tomato sauce and an over-salted asian stir fry. I can no longer recommend Lufthansa.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteOrlando to Frankfurt
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"run through the airport"

(United Kingdom)

Trip Verified | Billund to Heathrow via Frankfurt. Very unsatisfied. Firstly at the start of my trip, I almost missed my flight to Denmark from Frankfurt as my flight from Heathrow (Lufthansa) was delayed which made me have to run through the airport to catch the last bus to my flight (I must also add that I have asthma and needed to constantly use my inhaler during the process of running to catch my flight. On my return from Denmark to London I experienced yet another delayed flight except this time it was from Denmark to Frankfurt. By the time we were meant to be boarding the plane, it had only just landed. Once we touched down in Frankfurt it was already time to board my next flight to Heathrow. Other flights had a minibus to take them directly to their next flight, however, Heathrow did not. The gate for Heathrow was announced once we landed which we were told it was B41, this was a gate change from the initial gate which was B20. Once we had finally got off the bus, I and a few others had rushed out following the correct signage. I eventually made it to B41 which I was then told that the gate has moved to B47 which I then had to rush off to. I think that this is extremely unacceptable as this is now the second occurrence in the space of 4 days, and I am sure that this didn’t just happen on the 2 days that I experienced it, this is a continuous occurrence and something needs to be done to eliminate or even minimize this issue. Also, the only reason I managed to make it to my flight back to Heathrow was that it was delayed.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBillund to Heathrow via Frankfurt
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"allocate us separated seats"

(Portugal)

Trip Verified | Lisbon to Sofia via Frankfurt. Even though we arrived two hours earlier for check-in and more than 6 hours earlier for the proceeding connection they still managed to allocate us separated seats on both flights. I asked what if I pay for seats together but the lady at check said a vehement no. Not a good start to holidays.
AircraftA321 / A320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLisbon to Sofia via Frankfurt
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I cannot find any airport helpers"

(United States)

Trip Verified | Frankfurt to Washington. My confirmation number had an asterisk in the middle of it, I don't know why. The kiosk wouldn't accept this number so I went to the Lufthansa desk and they redirected me to check in 320. I walked down to 320 and it was cordoned off by the blue barrier tape. There was a check in line next to 320 and it was Lufthansa economy check in, ok good. I get in this long line and wait. After 30 minutes I realize the sign says "family check in". I'm next though, so I thought I will ask the check in lady where to go. The airport is packed and there were no helpers at the kiosk area, I have no idea who else to ask. The check in lady summons me forward and I approach the desk. I ask her how to enter the confirmation number with an asterisk. She ignores my question and asks where my family is. I tell her I'm flying alone, my confirmation number doesn't work at the kiosk, the Lufthansa desk is taped off, and I cannot find any airport helpers to ask. She informs me this is the family line, and "there are signs everywhere for me to read". I apologize. I ask again how to enter the confirmation number with an asterisk and she ignores me again. She begins to check me in, says I'm getting a middle seat and she's putting me in for a secondary search. The secondary search was uneventful, although long and intrusive, as one would expect. Please employ more personnel to assist with airport check in Lufthansa. Rude and petty behavior for employees is often due to overworked and stressed employees who do not have enough staff to help them to their job properly, which results in poor treatment of your customers.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Washington
Date FlownJune 2019
Ground Service 12345
Value For Money 12345
no
3/10

"avoiding it in the future"

(Germany)

Trip Verified | Larnaca to Munich. We asked for a blanket in an ice cold cabin and were told there were none available. Food was below average, no dessert, no wet towel. It took forever to get a beverage and for our trays to be picked up. Even though I have often flown with Lufthansa in the past, I will be avoiding it in the future.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLarnaca to Munich
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no