Lufthansa

✅ 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.

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.

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.

✅ 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.

✅ 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.

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.

Not Verified | Monday morning 4 December flight from Venice with final destination Orlando, scheduled departure at 7.10 am. I have lived near Venice for more than 30 years, so cold and ice in December in that area are more than normal weather conditions. I got on the plane on time but the flight left an hour later because the wings had to be defrosted. Arrival in Frankfurt, waited for a bus from the runway to the terminal for more than half an hour. The plane from Frankfurt was supposed to leave at 1.30pm, delayed until 2.50pm. In the meantime it started snowing, nothing serious. Again, we got on the plane on time but due to the snow and having to wait for equipment to defrost the wings and clean the runway, we left at 6pm. 3.30 hours sitting on the plane, no support from the staff, not even a glass of water. We arrive in Orlando and no luggage had been loaded in Frankfurt! My two suitcases, half of which were wet, were delivered to me on Thursday. A nightmare. ​

Not Verified | Worst airline in the world. Flight was delayed 4 times for no apparent reason. Caused us to miss our connecting flight home. Arrived in the airport and there was no customer service agents available. Called customer relations and was hung up on twice. Will never use this airline again.

✅ Trip Verified |   Lufthansa has terrible customer service. I travel for business a ton and this is the worst customer service I have ever received. Their baggage policies are ridiculousp. The plane was uncomfortable. I will avoid Lufthansa like the plague moving forward.

Not Verified | First cancelled flights, then delayed flights that lead to staying in the hotel for the night, when we waited 1h to get into hotel because of the number of people also waiting, all operated by Lufthansa, such a bad experience