Lufthansa Customer Service

User Reviews, Ratings and Comments

Lufthansa customer service is ranked #250 out of the 628 companies that have a CustomerServiceScoreboard.com rating with an overall score of 40.49 out of a possible 200 based upon 69 ratings. This score rates Lufthansa customer service and customer support as Disappointing.

NEGATIVE Comments

59 Negative Comments out of 69 Total Comments is 85.51%.

POSITIVE Comments

10 Positive Comments out of 69 Total Comments is 14.49%.

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I had to re-book my travel plan as my spouse suffered a debilitating medical condition. Now they want to charge me over 50% for re-booking my journey. A cancellation implies that I will loose over 50% of the original fare. for which Ibough the ticket.
We cannot select travel dates based on the lowest web site prices, as they have a secret slam-the-customer-pricing-site, not visible to anyone but the agent!

Only corp. in the civilised world who have no sympathy for sickly or disabled.

got-ripped-off-by-lufthansa 5/9/13 5:04PM
I booked a Business Class ticket from Frankfurt to Denver in 12/2012. The airport was snowed in so my flight was cancelled until the next day. The Lufthansa Business lounge booked me on United the next day. I was in economy - middle seat.
I requested a refund of the fare difference and sent in the requested documents and never heard back from Lufthansa at all - let alone my refund. My travel agent keeps getting the brush off. I am now going to complain on every travel website I can find

CarolynO 4/26/13 6:04AM
I am an Engineer.
I visited your office at Hotel Presidential Port Harcourt for the first time this week.
The attitude of your personnel was far from friendly.
They all had very cold faces; very unfriendly! especially the Lady you pay cash to. Despite the fact that i am a lady as well.
They behaved like you were not wanted.
Kindly retrain them to understand that they are dealing with the public and their attitude tells a lot about the airline: they are the LUFTHANSA we are seeing!

Anonymous 4/24/13 6:00AM
The lost the luggage. I have been oin the phone for FIVE HOURS. They simply will not pick up.

If you have not received a file reference number, you may contact the North American Baggage Call Center at 1-877-234-3449 or the Baggage Tracing office at the airport you arrived in.

Update: As I am typing this they picked up. They can not file a claim directly. She is "forwarding information to airport".

In short these people SUCK SUCK SUCK.

Never ever ever fly Lufthansa

pissedoffcalif 1/21/13 12:39PM
I checked in my luggage at O'Hare airport on December 1, 2012 for a three week transatlantic cruise leaving out of Malaga, Spain. I did not see my luggage again until today January 20, 2013.

I filed all the paperwork with the airline for the return of my luggage. When I called them today to ask about compensation for the clothing I needed to buy while on the cruise I was told that I need to now write to another address in order to get any compensation. Why wasn't I told that seven weeks ago? There is no phone number to call to talk with anyone nor to complain to for the run around.

While I am pleased that my luggage has been found and returned..it was left outside my home over the weekend while I was out of state in freezing temperatures.

cheesehead 1/20/13 2:45PM
I am an Italian American woman 69 years old.
I was goingb to NY to see my family: in Frankfurt at the airport I was abused verbally and taken with force out of the planw by the plane cruise and two police men...
all this because I was upset beacuse a very bad lufthansa emploee wanted to make me check in my carry on item, with the excuse that it was to heavy: he never had the chance to weight the item, nor he wanted to do so.....(the item have been accepted by Luftansa prior to my arrival in Frankfurt)
So I was forbidden to travel as a dangerous person, and I had to stay overnight in Frankfurt and book another fly next day.

All this is unacceptable....and I will sue Liufthansa for abuse, taking advantage of an old woman, insults, and more. You are criminal!!!!!!!!!!!!!!!!!!!!

upset 1/5/13 11:26AM
I flew from Singapore to Frankfurt on the 18th of December, and had then to catch a flight to Brussels (LH1006, leaving on the 19th of December).

Once Frankfurt reached, I had the bad surprise to be informed that my transfer flight had been canceled. The problems were however only still to start - the extra time granted with the rescheduling of my flight had not been enough to assure such a basic service as transfer the luggage, which was reported lost in Brussels.

Since then, I am desperately trying to get my luggage (which has been found and is back to Brussels airport) back: no phone call from the Lufhtansa customer services, no reply to my email and no reply to my phone calls.

I unfortunately already had a lost baggage problem with KLM in July 2012, which, at the difference of Lufthansa, handled it in a very fair and efficient manner - all the contrary from Lufhtansa. I am speechless by the poor quality of its customer services.

Virginie 12/21/12 12:14AM
Executive Board of customer servise
Dear Sir
I am university professor. one of the majors that I teach is marketing.
Couple times I have visited your Tehran office.
There are so many complains about the personels of sales.
1- tey are too old. The average age is 55.
2- They look like military personel.
3- They treat the customers too strict, with stricly speaking.
4- They have sad faces with no smile.
5- Waiting time is very long for buying tickets at least 45 m.
6- Their behavior is completly different from the reputation of Lufthansa offices in other places in the world. I just mentioned some.
Faithfully yours
Dr. Mehdi Nematollahi Rad

Anonymous 12/16/12 10:45PM
I tried the customer service listed #

1 800 399 5838 , but said it can not be connected now.

How do I get in touch with you now?

Anonymous 11/30/12 3:20PM
Impossible even to get in touch with them!!
They give you business card with email to contact, but that email is not working...Shocking!!!

Filip 11/28/12 8:56PM
The customer service phone number (1-800-399-5838) is always busy. Is there another number available that is reachable?

Tara 11/26/12 1:55PM
Left an ipad in my seat on landing on a Lufthansa flight in Frankfurt. Reported it within 10 minutes of leaving plane. It has been a week and I have still not heard anything, despite emailing, faxing and phoning everyone I can find. Lufthansa customer service should be ashamed of itself.

Anonymous 11/20/12 2:53PM
I flew from San Francisco to Delhi on 10/23/12 in Business Class. I left my new camera behind in the storage space between the seats. Two hours later, when I discovered it, I went to the Lufthansa Service Desk at Munich Airport to ask them to contact lost and found. They tried for ten minutes without luck, saying the number's always busy. I verified this for myself. It's a contract service that apparently isn't very responsive.

I have called for three weeks and have been told nothing was found. How can an airline allow thieves into a secure area and take no responsibility? It's outrageous. The staff is known, the plane is known, and the date and time is known.

Now at Frankfurt Airport, I asked the Service Desk for the contact info for the Munich Airport police. She said no. I asked what company was responsible for cleaning Lufthansa planes at Munich and she said essentially "It's not knowable." What a crock!

Beware of a company that is this unresponsive and irresponsible about crime committed by its staff or contract staff in a secured area on its aircraft.

Anonymous 11/15/12 1:19AM
I am Alexis Marin I flew with Lufthansa last Saturday Nov 10 from Caracas and I received my luggage destroyed. I could not claim because I arrived to late. My luggage was complety new( first flight) and it was my mother gift. So I am feeling very angry and sad at the same time.

Another different point is that in 2009 when I was working in Ruwais I made my inscription to the milles plan and so far I havent received the card from Lufthansa. Now I am in Saudi and I dont have card to use in my travels.

my mobile is

PLEASE WAHT CAN I DO

Marin Pereira Alexis 11/12/12 11:56AM
I have flight with Lufthansa from Copenhagen via Frankfurth to Zagreb terible experience.
Coming from Copenhagen to Frankfurth was ok but than problem with tickets and very rude lady. Finaly in Zagreb there is no suitcase of over 30 people from the flight and no answers ofcours. Afther 4 days i get my suitcase broken and missing content Lufthansa told me that i need to sent theam receipts for all things that is missing. The staff that was stolen was thing for private use not new one (ps. I have some D&G undies and thay even stole that ) terrible terrible if you wont traumatic experienc go with Lufthansa

Anonymous 10/28/12 11:50AM
Their website was advertising a flight special, I clicked on the special and even though it says the cost of the flight was incl of taxes etc, the flights were in fact no where NEAR to what the special was advertising. I entered in 9 sets of dates and then gave up. I called customer service to find out if I was doing something wrong and they were very unhelpful and told me to just keep searching for dates and would not give me the dates that were relevant to the special. Their attitude was very crappy, unhelpful and now I feel I was lied to by them as they could not give me a straight answer.

Dom 10/22/12 7:02AM
Lufthansa SUCKS. Lost my luggage, with my entire flight, and no answers, I hate Frankfurt and Lufthansa... never again

ak 10/7/12 10:31AM
it is not possible to get any contact, help from Lufthansa. the best phone number recommended is always busy. the alternative of a 'call back" does not work

nottingham 10/5/12 7:41AM
Lufthansas customer service is appalling, however their customer relations is better. Contact number speak to Stacey Leatherborough. You will need to persistent in getting through as they initially claim to represent Bosch.(yes the washing machine company)

JohnO 9/23/12 10:19AM
Lufthansa customer service is appalling. They provide an Internet form to register a complaint, acknowledge receipt of it but then ignore it. They treat customers with complete contempt by failing to reply (I am still waiting 7 weeks later and they are not even replying to the CAA (who have waited another 3 weeks on my behalf so far). They offer no means of chasing a complaint by phone. They appear to be just cynically hoping the consumer will give up.

Sean 9/20/12 4:57AM
Can you please improve your services in all means. Completely dissatisfied. only 23 Kg's allowed to checkin, no headsets, no proper driving....Boarding pass with wrong details...lots and lots of issues. why your contact details - phone number is not displayed in any of your sites? atrocious

Anonymous 9/18/12 10:03AM
we were flying out of budapest on Tuesday and the cabin crew when on strike. we had to wait 6 hours in line to be re-booked and we had to wind up rebooking our flight home. they did not give us a hotel nor transportation for the night. that is not the nor. if a airline cancels flights and it has nothing to do with mother nature it is the airlines responsibility to take care of the passengers. when i spoke to the manager he was rude and a straight up jerk! i winded up helping an older couple with the rebooking of there flight and also book them a hotel room.

NOT HAPPY 9/7/12 5:00PM
Hello there, I am Sushma Thapa and i have some issues about your airlines that I want to share with you. On 14th of August,2012, I had flight from Mumbai International Airport in India.My ticket was done from United Airlines and there it was operated by Lufthansa.So at the check-in counter 3 hours before the flight's timing,they told me that there was some problems with my ticket's information and asked me to talk to United Airlines. I was shocked and worried too because I had no idea how to handle all those and they didn't even care to help me with that. I was very sad because i was alone and new to that place.They just gave me the United Airlines' number and left me like that.I felt so bad at that time and didn't expect from the airlines. I wasn't treated well and at last i had to suffer. I had to run here and there trying to figure out what to do and it took half of my time and then i had to buy calling card worth Rs.500(Indian currency) to make call in United States and it took 3hours to fix the problem. By that time,my flight was gone and they gave me ticket for the next day which cost me another $940. I couldn't do anything at that moment because i needed the ticket and had to get here for the college. I am an international student without any job and am really poor. I am struggling here each day to survive. I hope you understand what I mean. If at that time, any one of the people from your airlines had helped me then I wouldn't have to spend my money just like that. That was my pocket money and i still feel bad about it. Please try to look it through my point of view and i hope you will understand how i am going through. I will be waiting for the answer from you. Send me an email in the address below.I will not do the ratings now because it wont be good enough for the airlines. I will wait until my issues has been resolved and get your respond. Then i will do the ratings.

Thank You

need an immediate response 9/5/12 7:47PM
Lufthansa and Brussels Airlines and two of the worst for customer service. The pretense of being helpful is just a show with no depth of really caring for our comfort. Same remarks for the Miles and More customer help.

Miles N Less 8/15/12 10:22PM
Yet again another expensive call to some useless LH customer service call centre - which, by the line quality and accent of the so-called customer service representative, was thousands of miles from the UK.

There used to be a UK number and they were always helpful. However now they are off-shore and totally useless.

Come on, LH - let's have things back to your previous high standards.

nickwilcock 8/8/12 3:11PM

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I see a lot of complaints. Here is a different story: some time in mid-2012, I forgot my iPod on the plane. Since I know from previous experiences that it is difficult to trace small lost items, I didn't bother to pursue it. About four weeks ago, I get an e-mail from someone at Lufthansa that they had found an iPod with my e-mail address. A week or so later, FedEx dropped off my iPod with the earphones.

That is why I will always prefer to fly Lufthansa from Boston to Europe.

Ulrich F.W. Ernst, Ph.D.

Buzzbay 4/22/13 2:58AM
On 21 September I flew from Pristina and was faced with a strike that meant I would not make my planned connection to London. Your staff at the Frankfurt office and in particular Bulent Somak and M/s Yuko Yabe were nothing short of excellent in finding an alternative and provide a level of customer care I have rarely experienced. Please pass on my specfic thanks to them.

bob0905@hotmail.com 10/10/12 10:59AM
I just returned to Colorado from a 9 day visit to Germany. When I made my reservations in July I requested low-salt meals. (I flew Economy)

All of the meals served to me were delicious, well seasoned (without salt!) and pleasing to the eye. Lufthansa earns 5 stars out of 5 for the excellent meals served to me.

Thank you.

Anonymous 9/28/12 8:05AM
REFERENCE: Confirmation LHS2HQ

I just returned from the Czech Republic. I would like to tell you how impressed I was with the personal assistance I received from Lufthansa. I had a wheelchair waiting for me every step of the way! I would not have been able to make this trip without your assistance. Furthermore, the meals served were excellent, hot,and very tasty. Red wine was complimentary. To top it off, brandy was served after the meal.
I have travelled a lot in my lifetime, but I have never been served like I was on my last trip to Europe. I am 86 years old. I dont know how much more travelling by plane I will do. However, If I do make another trip to Europe, I most certainly will choose Lufthansa. Thank you again and again.

Sincerely, Frank Chudoba

Anonymous 6/28/12 9:16AM
I called to reserve seats on my flight and the customer service agent was very polite and helpful (and there was no wait after I pressed 0 to speak with her!).

Anonymous 5/17/12 10:21AM
travelled from tel aviv to manchester with a connecting flight from Frankfurt, staff were very helpful and polite plane was on time.
simply put the best airline ive ever travelled with i shall only use lufthansa from now on.

Anonymous 7/29/11 1:53PM
When i missed my connecting flight due to weather conditions, i was given a phone to reach my family back home. i was checked into a very nice hotel, given three meal vouchers, had dinner at the hotel as well as breakfast all these at their expense.

Anonymous 4/8/11 7:46PM
I wanted to get my United Air Miles Plus number entered and Lufthansa Customer Service was very helpful and curteous.

Bill

Anonymous 3/8/11 11:11PM
I escaped out of Tripoli on 23-Feb-2011.
Lufthansa brought in a jumbo 747....their usual plane into Tripoli is an A319. They remained on the tarmac till the last possible
moment.
After arriving in Frankfurt they booked us in the Sheraton hotel at their expense. In a difficult situation....you went that extra mile.

Thanks so much
Peter Kostelnyk

Anonymous 2/26/11 10:39AM
I traveled from Rome to Boston recently, the service was amazing, we lost the connection to our flight to Boston in Frankfurt, however, the Lufthansa staff was very helpful with a positive atitud willing to help customers. They paid for the hotel, dinner and breakfast, all the service at Lufthansa was great. I recommend this airline 100%.

Anonymous 7/12/10 11:06AM

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