Lufthansa

Customer Reviews

5 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1573 reviews
6/10
5 star Skytrax Rating
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7/10

"FA polite and professional"

(Poland)

Trip Verified | Average flight from Barcelona (BCN) to Gdansk via Frankfurt/M in economy light. Aircrafts worn out a bit, but quite clean and comfortable for a short flight. FA polite and professional during both flights. Boarding process worse than on low cost carriers - slow moving long queues on both legs. Luggage weight and size checked what considering that passengers bend the rules is not bad. In FRA airport transfer with bus. Had to wait long time in cramped corridor at gate prior the bus arrival. I highly appreciate the complimentary beverage service including sparkling wine on short-haul. I recommend this airline as a great alternative for low cost carriers when affordable tickets available.
AircraftA321/A319
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Gdansk via Frankfurt
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"service was perfect"

(Ireland)

Trip Verified | Frankfurt to Dublin. Softest landing ever I had experienced. Perfect flight. Fact that it had a cheap flight do not mean it was not comfortable. Every part of the service was perfect! Thank You
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFrankfurt to Dublin
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Every flight delayed"

(United Kingdom)

Trip Verified | London to Venice via Frankfurt. Booked connecting flights to Venice for short city trip - I live near LHR, most flights to italy from England from LGW - over an hour away. Every flight delayed- we made our connection (time supposed to be 1.5 hrs between flights) by minutes & having to run miles through Frankfurt airport! Why on a so called connecting flight Lufthansa do you park the incoming flight literally km away from the outgoing with minimal time. The only reason we made our Venice flight was because it too was delayed! On the way home VCE to FRA delayed again ... absolutely no chance of making our connecting flight ... walking km again in the hideous Frankfurt airport - looking for Lufthansa help. All service desks closed, I asked at a boarding gate about our flight - staff pointed to a gate - theres no one there, your flight has gone! But my latest txt from Lufthansa says it too is delayed? Few more km walk out of secure area finally found service centre. Guy very helpful, but then had to go thru security again. Thankfully our new later flight left on time finally home! For connecting flights LH need to give at least 3 hr time gap! Whole experience was an absolute nightmare. Sad because I have to say your cabin crew on all flights were exceptional - i fly with Singapore,Cathay lots reputable airlines but hands down your crew.just the best.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Venice via Frankfurt
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"poor customer service"

(Canada)

Trip Verified | Delhi to Frankfurt. Worst customer service ever. This airline is worst I’ve ever come across in handling customer complaints. My parent's flight with Lufthansa was delayed which resulted in missing their next flight from Frankfurt to Toronto. Overall they ended up taking additional layover and spent an extra 7 hours on their trip. I asked for a partial refund I was told $300 refund in June 2019. Customer support has asked for same verification documents over twice so far. It’s October 2019 and no refund has been issued yet. They don’t respond to email for days, when they do they ask for the same information that was already provided to them months ago. Very frustrating and poor customer service. Zero stars for this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDelhi to Frankfurt
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"food served to me was dreadful"

(United States)

Trip Verified | Frankfurt to New York. I've observed a deterioration of service quality and this latest return on the transatlantic legs proved to be bad. LH's Boeing 747-8 remains very comfortable in business class and the on-time performance is stellar. Not the service: the food served to me was dreadful, the wines were mediocre and the cabin staff rushed the service to the point of unpleasantness. The lavatory I saw in business class was not cleaned nor restocked. I do not understand why the food service on European routes is good while it is poor to dreadful across the Atlantic. My next booking will not be on Lufthansa
AircraftB747-800
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteFrankfurt to New York
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"will look for an alternative"

(United States)

Trip Verified | New York to Munich. One of my favorite routes and Munich airport is a joy. The seats on the A340-600 are tighter and less comfortable than on the 747-800 but it is a delightful aircraft. As seemingly always on Lufthansa, left on time and landed early. However, the food served was not good, OK very poor, and the wines were lousy. I've learned to just look at the breakfast tray on LH transatlantic and to eat a good one on the leg from Germany to Athens. Cabin staff was courteous and efficient. As on my return leg of FRA-JFK the totality of the experience is coach with reclining seats. What a shame, will have to look for an alternative airline next year.
AircraftA340-600
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteNew York to Munich
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"this was a good experience"

(United States)

Not Verified | Charlotte to Munich. A beautiful aircraft with a nice spacious feel. Leg room is tight (my wife is 5ft. 9ins. and just hit whereas I would have been very uncomfortable if the flight was not half empty and I had a row to myself. Video screen was clear however the selections of music and movies was only okay, just a few new movies! Two drinks served after take off and dinner was a choice of a pasta dish or a beef stew, both were adequate but not memorable. Cabin crew were very attentive and the pilot updated us on a regular basis. Flight was on time. Since I got a great fare I would say this was a good experience!
AircraftA350
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteCharlotte to Munich
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"very respectful and polite"

(Canada)

Not Verified | Munich to Vancouver. We travel to Europe every year for vacation. This year, we flew from Europe to Canada and in the process, our luggage was misplaced. We arrived in Vancouver, Canada only to find out the news. Our luggage was delivered within 2 days of landing at home via a delivery service that was free of charge. Furthermore, we reached out to Lufthansa and the customer relations department was timely in their response and was kind. They acknowledged our concerns and inconvenience and offered a remedy package to show their apology. We were pleased with the way Lufthansa Customer Relations handled the situation. Accidents happen on a daily basis and nobody or no company is perfect but they went out of their way to make sure we were satisfied. We truly appreciate their generosity and concern. We enjoy flying with Lufthansa because they have been very respectful and polite over the years. They stated this, "We are sorry for the inconvenience. We look forward to welcoming you on board in the near future and the opportunity to regain your confidence." and I can honestly say that they have won me back.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMunich to Vancouver
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"did their jobs with no emotion"

(United States)

Trip Verified | Los Angeles to Munich. I bid on an upgrade. It worked, $750 I thought I scored. Good punctuality. Excellent cleanliness, excellent seat comfort, good staff, blow average food. Below average ground staff. The staff was average at best, they did their jobs with no emotion or caring to me. The amenity kit is lackluster as was my food. The wine selection is pedestrian. Food choices were all not available. I was told as I was in the rear of the cabin, my selections from appetizers to entrees were gone. The aperitifs were also not available. I took what was left. It is hard to fathom this airline is rated at 5 Star. The competition from AA for AF is much better. This is my last flight with this carrier.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteLos Angeles to Munich
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"standing for 20 minutes before we could board"

(Norway)

Trip Verified | Naples to Frankfurt with Lufthansa. The boarding started 25 minutes early and I was called from to go to the gate (Missed breakfast). I got at the gate and we were standing for 20 minutes before we could board the plane.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNaples to Frankfurt
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no