Lufthansa

✅ Trip Verified |  I have been a loyal customer of Lufthansa both for economy and business flights for over 16 years, being my second preference after SWISS. Flying long-haul with them for the first time after the pandemic, how things have changed! It was the worst in flight experience. The hardest seats one can possibly imagine for an 11h flight. Terrible food, and in the smallest quantities, no snacks, no fruit for in between. And the entertainment console, I could not even imagine something this terrible can exist in 2023. It was touch screen but mostly an instrument of torture for your fingers, and the slowest thing one can imagine. Not too great of a selection either. Paid internet available. Obviously their safety record is great, and I am happy they got me to my destination safe and on time. But it would have been nice if they did it with a bit more comfort. I am really disappointed to see what was a really great airline to fall so low in terms of service.

✅ Trip Verified | The plane from Amman to Frankfurt is old, seats are hard and flight attendants not helpful or friendly. The boarding process is inefficient. The plane left late and arrived late. With a narrow time with the connecting flight, we have to use the back door of the plane and take a shuttle to get to the airport terminal and then go through security again. In Frankfurt, the desk assistant was slow . People are lining up to ask questions and to ask for upgrade and about 20 people on the line waiting for assistance. The boarding process is again inefficient, slow, and late again. We have to go down steps to board the plane again. I will never take Lufthansa again. No TV on the plane from Amman to Frankfurt and plane amenities are old and no WiFi.

✅ Trip Verified | It was my worst experience ever. My flight was from Greece to Dublin via Munich. We were not aware that in the Munich airport had some technical issues and the majority of European flights, were being cancelled. Although the pilot prior take off from Greece and due to a flight delay mentioned about these issues in Munich no one bothered to inform us that we might lose our flights and be stuck in Munich. The following 2 days it was known that the staff in Munich airport was in strike so no flights. During the flight I found out that my flight from Munich to Dublin was cancelled. When I asked the flight attendant what am I supposed to do and why they did not inform us earlier to find another option to travel to Dublin, she replied you may be able to travel to Dublin on Tuesday, 3 days later.

Not Verified | I think the fact that Lufthansa states “We are aware that due to the steady increase in personal and business travel, we are currently unable to provide you with the excellent service you have come to expect from us” says it all. When customers book flights, they are entering an agreement (typically an expensive one) with the airline. In our case, we upheld our side of the bargain and Lufthansa consistently failed to uphold their end of the bargain. Never mind “unable to provide you with the excellent service you expect” - this was well below “does not meet expectations”. Our Journey from Hell - STEP 1: We originally were set to leave Dallas to Frankfurt for a connecting flight (both Lufthansa) to Toulouse. For reasons outside of our control/not related to weather, the plane was delayed. We chose to try to make our connecting flight instead of rebooking after speaking to the person at the front desk. We spent the entire 9 hour flight stressed about whether we’d make it in time. STEP 2: Our connecting flight was delayed - pretty on brand and a trend that would continue for the rest of our journey. At first we thought it was our lucky day, we sprinted across the entire first floor of Terminal A and up 5 flights of stairs to get to our terminal. WE MADE IT AS THEY WERE STILL BOARDING! We did everything in our control as the customer to be there, yet alas - as we presented our boarding passes, the attendant realized they had given away our seats to standby passengers that were standing right next to us. He pulled us aside, and as we were waiting for him to check our tickets, they continued to let other passengers board. We were finally told they only had 1 more seat left and moved us to the next flight which was a total of 6 hours later (plot-twist: you guessed it, that one was delayed by an 1.5 as I’m writing - AND COUNTING!) The icing on the cake is that they tried to give us $15 meal vouchers for our trouble, but upon presenting them to a vendor, they had not been loaded. DO WE EVER MAKE IT TO OUR DESTINATION? That is a question we still have no clue what the answer will be. We’re going on over 8 hours of total delays, the airports are closed tomorrow due to strikes. Also who knows where our bags are. I can only hope they uphold THEIR side of the agreement and get us to our destination. If you as an airline or business cannot uphold your end of the agreement, and continuously fail to meet the agreement, then it is my opinion that refunds should be provided. I will NEVER fly this airline again and will be sharing this story broadly with my friends, family, and any acquaintance on my socials.

✅ Trip Verified | It is now over a month since Lufthansa confirmed refunds in relation to a cancelled flight. Despite both email and verbal confirmations of refunds, Lufthansa have yet to honour the refund payment. It is unacceptable that a refund would be confirmed and then not actually paid, particularly in the circumstance where I had booked another flight with Lufthansa in order to return from Munich following my original flight cancellation. I have now in effect paid twice for my family to fly home. What makes this all the more frustrating, is that despite completing numerous “Customer Feedback forms” on the Lufthansa website, no one is responding to my queries and if any response is received it is an automated one. I have attempted three times to speak with a customer services representative and on every occasion they state that the “refunds department” is dealing with the request. At no point have I been able to speak to the refunds department and at this stage I believe Lufthansa to not be honouring the refund and frustrating my ever attempt to receive clarity on the situation in an effort to deter me from pursuing further. It is easily the worst customer service experience I have had with an airline. Which is saying a lot given issues experienced during the pandemic. Truly disgraceful and very disappointing.

✅ Trip Verified |  BUD-MUC-MIA: IFE did not work, headheadset is outdated and uncomfortable. Food was below average and for a 10 hour flight after food service they provided only a small bag of crackers. No additional drinks or crackers were avalable in the galley. When asked for more I got another small cracker. MIA-MUC-BUD: IFE touchscreen is a disaster. Booked payed seats and they reseated us for what? IFE did not work on those seats! Only one soft drink service for a 9 hour flight, dinner was average but the morning breakfast was the most disgusting sandwich. Luthansa has definitely became a below average airline.

✅ Trip Verified | Customer service is rude because they know they don't need to be otherwise. I asked in Budapest for information on how to leave a comment and they said that there is no way to do so. They said they are not Lufthansa they are just the contracted agency. Therefore they said they do not need to follow Lufthansa rules. So, even though I checked with a Lufthansa representative, they said it is my responsibility to check with them. I was only able to bring my purse, so I am now going to have to hand carry all of my laptops, iPad, cords. I have no bag for them because they don't fit in my purse. This is the most illogical thing I have ever encountered. I will do every thing I can to not take Lufthansa. They are a really bad airline

✅ Trip Verified | Legroom in Economy was below minimum. With the Backrest in front of you at the back position you cannot eat or have a tablet on the table. The seat becomes uncomfortable after 3-4 hours. One snack (vegan Wrap) and one Meal (vegetarian Pasta or Chicken with couscous) was served - Taste was ok. Wine was offered free of charge. Crew was not very friendly. Infotainment was good. Lot of movies to decide and an USB-Socket.

✅ Trip Verified | Definitely not a big fan of Lufthansa but this time it was a joy flying with them. A super motivated crew, joyful and friendly: what a difference it makes (one might question why we have to mention this, nowadays). Food was minimal because of the short hop (45 mins flight) but actually very nice. Two rounds of drinks and we were already touching down.

✅ Trip Verified | Business class seating is well below industry standard, finding yourself with feet/legs essentially on your neighbor; wifi doesn’t work, overcrowded lounge in MIA. Left baggage in Frankfurt and would only deliver them next day even if they arrive on a flight 2h later.