Lufthansa

✅ Trip Verified |  They werent able to board my baggage on time into the flight and I was told that I would be getting it delivered in 1 week and by now its been more than 5 months and they havent compensated me for the lost baggage. When I call them to check with my baggage status they are very reluctant to answer and keep on asking me to raise a feedback form for the compensation and even though i raise so many of requests they wont even respond back.

✅ Trip Verified | What a mess, 3.5 feet of snow no buses trains or planes on the Friday, on Monday I paid 100euros for taxi, no trains, airport 100's waiting got to machine find flight cancelled at 10.50 for afternoon, I need wheelchair help so this day was very hard. Queued for 1 hour and got put on flight Oslo-Amsterdam-Birmingham with overnight, sat and waited until flight again cancelled at 1640, moved between terminals and gates. Queued again then desk shut so back to terminal - was told could not have suitcase got all my medicine and clothes in. While waiting tannoy advised people to get train or other ways to different airport and Lufthansa would refund. Took train (now running) back to Munich had to walk to find hotel next day 4 hour wait at D-Bahn for ticket to Amsterdam arrived 2230 hotel flight with Easyjet (well looked after) back to Birmingham on Wednesday late morning. Took up matter with online Lufthansa, said no compensation, then 200 then no compensation all to Asian operators - so sent tracked and signed package with proof of the 980€ I spent getting home to Chief Ex.in Cologne they signed for it on 15th January not even an acknowledgement no offer of compensation no apology nothing. I know the snow is act of God, if the announcement had not been made I would have stayed in Munich until they could fly me home. How can a national carrier treat passengers like this will not be flying with them in a hurry and I am a member of Star Alliance. I do not know how I walked about all over the airport then train and hotel - so much for care of the disabled passenger. The outward flight from UK was good and I was well looked after. Got my suitcase back 9 days later with the lock broken.

✅ Trip Verified | A very positive experience with my flight on Lufthansa. The Business Class flight from Birmingham to Frankfurt was fine. On arrival at Frankfurt I was met and escorted to the First Class lounge Terminal 1. The lounge was a perfect to place to spend a 5 hour layover. It was uncrowded with excellent service, food selection and drink. On my return to Frankfurt, I was escorted to the First Class Terminal which was of the same quality, as was the SIA First Lounge, which I used prior to my return flight. Also, I enjoyed the treat of Porsche rides to the aircraft. Onboard I was impressed with the high level of attentive service. It was a particular pleasure to be welcomed by the Chief Pursers on both flights - Natalie and Andrea. Andrea kindly spent about 10 minutes sorting out my phone to accept the free onboard WiFi. As both flights were late night departures I was mainly interested in sleeping rather than eating. But the food I did have was good and well presented and I enjoyed the cooked breakfasts of scrambled egg and smoked salmon cooked to order. My seat was very comfortable and I had a few hours sleep when it was converted to a cosy bed. I suppose the TV screen was a bit on the small size, but that was not a problem for me. So overall very pleasant flights with the superb lounges probably the stand out feature, but generally no complaints at all and I would be happy to fly again with Lufthansa First Class.

✅ Trip Verified | The flight has been delayed more than 12 hours. Accommodation and alternative flights have been arranged, however in a very chaotic way. The taxi from the hotel to the airport the day after is paid by me, as Lufthansa claimed that the expense is refundable. However, after 3 months super slow chat with the customer service at Lufthansa, they just informed they can refund 50 euros, which is only half of the taxi expense. They keep hanging up the phone when I try to reach them for complain and explanations.

Not Verified | This last flight had to depart at 19:35, we would have boarded at 18:55. It has been delayed more than an hour because the cabin is not ready. If they would say it will take an hour one could work around it. They keep on announcing every 10 min yet another 10 min delay. One should think that customer service is something one would pursue but not at Lufthansa.

Not Verified | Bag was delayed 21 days, kept getting ignored by their representatives, no money was paid for items bought due to the delay and when the bag finally arrived it was damaged. Everything that could go wrong went wrong. Absolutely horrible experience and so much time wasted trying to deal with their employees. Some of them said i would get reimbursed for items bought due to the bag being delayed and that never happened.

✅ Trip Verified | Unfortunately, I couldn't take my scheduled flight from Madrid to Brussels due to a family emergency. Consequently, I purchased a new ticket to reach Brussels. Upon arrival, I discovered that my return flight had been canceled because I had missed the initial leg. Spending 1 hour and 30 minutes on the phone, attempting to communicate with a representative who bearely spoke English, was unable to offer assistance or show any empathy, proved to be a frustrating and sad experience. In the end, I had to purchase another ticket, incurring an additional expense of 300€.

Not Verified | They have delayed my baggage which can happen, but trying to get the reimbursement from them took me whole 5 months, multiple emails a day and a legal threat for 400 USD. Today again - strike in Frankfurt, again that can happen (even though the frequency that this happens with them compared to other airlines is peculiar) but the customer service representatives’ inability to provide any acceptable solution was striking. 3h 20minutes on a call, no solution given and no compensation offered. This will be my last time flying with Lufthansa.

Not Verified | My flight from Brussels to Frankfurt had a 3h delay, with 2h waiting inside the plane. Logically lost my connection flight to Sao Paulo. Captains of the flight served us with confusing explanations about why we couldn’t take off. At my arrival to Frankfurt no one was there to instruct us on where to stay for the night or when we could be booked on the next flight. Next morning i was rebooked on a flight that was cancelled. Now they don’t want to compensate me arguing that the issue was due to bad weather when there was not a singles drop of rain, snow or wind - complete bad faith and poor client service from the company that puts an email for customer service that doesn’t even work (an automatic response informs you that they don’t manage email anymore for security and privacy reasons.

✅ Trip Verified | I bought return ticket for my mother, on route SBZ-LIS-SBZ, from the Lufthansa web site. The return date was yesterday. However, while trying to do the check in, I was informed that the return of this ticket was cancelled online, on February, 2nd. I have absolutely not cancelled the ticket online, nor did I ever receive any communication from the company saying that the return was cancelled, so it must be a mistake from your end. It is true that the airport fees (€35) were returned to me on February, 3rd (without any notice), but as they went onto my credit card I only realized that yesterday. I called Lufthansa Internet Service Center in Lisbon. She informed me of the situation, told me there was nothing she could do except for selling me a new ticket, so she sent me to the Lisbon airport to the Lufthansa Help Desk. As I soon found out, there is no Lufthansa Help Desk at Lisbon airport, just a small counter to charge baggage excess fees. They told me to call the Lufthansa Call Center, who told me to call Lufthansa Internet Service Center, which, of course, was whom I called in the first place! I spoke with a lady who endlessly insisted that the return ticket was refunded to me (it was not! Only the airport taxes were!) and as such I had no more rights on my ticket whatsoever). This stunt has cost me some 400€, including the ticket that I lost and the new ticket I had to buy. However, what shocked me the most was not that Lufthansa has adopted (and refined) the worst commercial practices of the worst low-cost companies. What shocked me the most was that during all these endless contacts with the last men standing at Lufthansa’s contact centers, I could not find a single person willing to at least consider the possibility that this whole situation could have been caused by a glitch of their computer system. Welcome to the Brave New World at what was formerly known as Lufthansa!