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
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1/10

"ruined our holiday"

(United Kingdom)

Trip Verified |   Christmas 2022 we booked flights from London Heathrow to Windhoek, via Frankfurt, thinking Lufthansa was a reliable airline. How wrong we were! Our whole experience, which is still ongoing, five months later, ruined our holiday of a lifetime. It started before we had even left home for the airport, when I tried to book inflight diabetic meals for my husband. This has never been an issue with other airlines but, although Lufthansa offers eleven choices of meals, these do not include a diabetic option. Even at the airport, their staff couldn’t find the option for us. The stewardess kindly put a note on my husband’s records, asking for the said meal on the return flight but this didn’t happen. On landing at Windhoek, we found that one of our suitcases had not arrived. We queued with others to report the missing case and completed the form derived by their QR code. I received an email confirming the loss and promising an update within 24 hours. I am still waiting for it. We now had to go into a city we didn’t know; find a shopping centre, we didn’t know, and then find shops to replace essential items, including my husband’s medication. During our stay in Namibia, Lufthansa repeatedly changed our return flight times, the details of which were emailed to me and I had to confirm within a certain time frame. No allowance was made for the fact we were in a country with very poor Internet coverage. At times I couldn’t even get reception on my mobile phone. So, when we arrived back in Windhoek, to catch our flight home, I found their email cancelling our seats, as I had missed one of their emails. On using Lufthansa’s webchat, to rebook our return flights, we were told our flights had been cancelled because of industrial action at London Heathrow. When trying to claim compensation, after our return home, we were told the flight was cancelled: because of bad weather in Windhoek and the plane couldn’t land and when I emailed them that we were already in Windhoek and the weather was fine, we were then told the weather was bad at the airport the plane was flying out of to get to Windhoek. Eventually we received compensation for the so called cancelled flights. Although we could claim for accommodation and meals, no allowance was made for three days lost pay; extra vehicle hire; extra fuel nor extra entry fees – all of which were occurred or forced on us.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Windhoek via Frankfurt
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"crew were very nice"

(Ireland)

Trip Verified |   I was flying with Lufthansa from Dublin to Munic and my flight was delayed for 2 hours due to storms at Munich but overall good flight the crew were very nice but when we landed we had to wait almost an hour for our baggage to arrive because of weather conditions. And Munich airport terminal 2 is huge with no signs we were lost for almost half an hour. Acouple of more signs would be good but the airport is beautiful unlike terminal 1 in Munich.
AircraftA320-214
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDublin to Munich
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
3/10

Lufthansa customer review

(Greece)

Trip Verified |   The crew was more than willing and kind to help us out through a lot of problems that we dealt in the flight from South Africa to Frankfurt. Firstly, the space between the seats is almost zero,let alone if the person sitting in front of you leans the seat backwards. I was unlucky enough to spend more than 1000€ for an economy seat, having to share my space with the person sitting next to me, because they weighted a few more kilos than a supermodel! After that, the headset wouldn't work, so I had to replace it with another one that also wouldn't work, so to realize that the base of the headset was broken, so I didn't have the chance of enjoying a movie or sth. The crew was kind enough to help me out, offering a headset from business class, but it also didn't work. As a gift, they offered me a voucher for wifi connection, however, the usb charger would not charge my phone enough. I tried to get some sleep,with no result of course, because the seat wouldn't come to a place where I could relax, The meals were about average.
AircraftBoeing 747-8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJohannesburg to Athens via Frankfurt
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“disgusting treatment of clients”

(United States)

Not Verified | Lufthansa canceled my flight (purchased 2 months prior) the day before the flight because not enough tickets were sold. After hours on the phone with customer service, the “only thing they could do” was move me to a horrible alternative flight with multiple layovers which caused me to miss Christmas with family abroad. The money I originally spent on bags and seat selection was wasted. I was not even able to purchase a new seat for a 9 hour flight. Nothing was offered to improve their screwup - no credits, no upgrade, no refund! Pathetic and disgusting treatment of clients. They treat you like nothing but a dollar sign. Will never fly with Lufthansa again!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTampa to Malaga via Frankfurt
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"lack of customer service"

(United States)

Trip Verified | I booked a 2000 dollar flight, caught covid right before and was told they would refund with a doctors note. So I went to the doc, sent them the note just to have some customer service representative tell me no. There is no way to escalate the process, no reference number for this, no way to contact any person who could resolve the conflict. The representative on the phone seemed annoyed by my audacity to call her and bother her and hung up on me. Nobody was even trying to find a resolution or even apologized. I'm German living in the US and previously considered this to be a reputable airline but this lack of customer service is just mind-boggling. I will never fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Frankfurt
Date FlownDecember 2023
Value For Money 12345
no
10/10

"would like to commend the crew"

(Germany)

Not Verified | I would like to commend the crew of the flight from Frankfurt to Denver. The Purser, Mr. Nicolas and his colleague Dangelo. They were, from the moment one stepped onboard the most accommodating, caring, friendliest, warm, and welcoming flight crew I have ever met. Thank you all for making my travels fun, enjoyable, and safe.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFrankfurt to Denver
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

“customer service was beyond useless”

(Canada)

Not Verified | My wife and I were due to fly to Istanbul on November 19, arrived at the check in counter, my wife had a small wrist cast. The woman behind the counter advised she would contact her supervisor, that she didn’t believe we were allowed to fly with a small cast. The very rude supervisor, gave us a New York phone number and told us we have one hour to get a medical certificate which would allow us to fly with Lufthansa. We called the number 46 times in the next hour and couldn’t get a response. I contacted other airlines in the Star Alliance, Turkish Air, Air Canada, Emirates, not one had issues flying with a wrist cast, Lufthansa was the only one. Ended up I had to cancel my tickets with Lufthansa as they would not allow us to board, they gave me only the tax back. I had to purchase new tickets to Istanbul for $1400. I complained to Lufthansa customer service and as usual their customer service was beyond useless. This is the second time I’ve used Lufthansa, and it will definitely be my last. The first time they lost all six bags from our group of six, going on a cruise for 14 days with no luggage. I wouldn’t rely on Lufthansa for anything.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Istanbul via Germany
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“never received the refund they promised”

(Luxembourg)

Trip Verified | A few days before the trip, Lufthansa made a change to the departure times. This messed-up my trip, so I called their Call Centre to find out what my options were. They advised I could cancel my entire trip, and they would refund me completely. Based on this advice, I agreed to cancel my trip. Guess what? I never received back the full refund they promised. They got my money, sold my seat to somebody else and never returned my money. Pretty "smart" way to make money, huh? Exchanging with their Customer Relations for the last 4 months has only increased my frustration. Take my warning and STAY FAR AWAY from Lufthansa. You should only choose Lufthansa if you are looking for trouble and frustration, because this is all they can deliver. I will probably never get my money back, but I can expose them to the public, so at least others do not fall prey to their practices.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLuxembourg to Mykonos via Zurich
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

“Both legs simply fantastic”

(Belgium)

Trip Verified | Both legs simply fantastic. Perfectly on time, very comfortable aircraft and fantastic crew on both legs. Lots of information provided, although both legs fully booked, smooth boarding and service. Crew always smiling.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrussels to Milan Malpensa via Frankfurt
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

“Lufthansa is reliable & punctual”

(Germany)

Not Verified | As always Lufthansa is reliable, punctual, spacious seat comfort for the short 2hrs 20 min flight. Cabin crew (and cockpit) more than polite and with a smile and joke, smile and you receive a smile back! Cannot understand all the complaints. Especially comfortable is the check-in via app with boarding cards on mobile phone. Very well done and easy to follow! Lufthansa of course among the top airlines.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFrankfurt to Malta
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes