Lufthansa Customer Service Complaints - page 2

User Reviews, Ratings and Comments

Lufthansa customer service is ranked #350 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.53 out of a possible 200 based upon 105 ratings. This score rates Lufthansa customer service and customer support as Disappointing.

NEGATIVE Comments

91 Negative Comments out of 105 Total Comments is 86.67%.

POSITIVE Comments

14 Positive Comments out of 105 Total Comments is 13.33%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Lufthansa

    Customer Service Scoreboard

    • 37.53 Overall Rating
      (out of 200 possible)
    • 91 negative comments (86.67%)
    • 14 positive comments (13.33%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.0 Issue Resolution
    • 2.5 Reachability
    • 1.7 Cancellation
    • 2.9 Friendliness
    • 3.0 Product Knowledge

Add your review! Return to the main Lufthansa customer service scoreboard page

Posted by Anonymous


I Am Anne Moran A Oap Dob 09/11/43 I Travelled Last Evening From Frankfurt To Lhr On A Flight At 21.30

Not The One I Should Have Been On For Some Unknown Reason I Miss The Eairer Flight At 20.05 To

The Only Reason I Can Give Is That I Was Visiting My Daughter In Frankfurt And Her Little Girl ( My Granddaughter ) Had A Eye

Operation A Few Days Before My Mind Was Not In A Good Place

I Take Full Responsiblity Howerer, I Would Appreciate If You Could Look Into This For Me And See If You Could Refund Me Some Of The Money Maybe The Air Tax On The 20.05 Flight As There Were Some Free Seat Where I Was Seated (25e 25 B )

I Did Pay 257.49 E For The Return Flight And That Is A Lot Of Money For A Oap

As I Said It Was My Own Fault

I Will Be Flying Again In April With Luf And Will Continue To Do So As My Some Of My Family Live There

Thank You Anne Moran

Posted by harryvz2


Still waiting for reply

Complaint form filled in got automated reply

Posted by beirut to Canada


I lost 5 bags with all my belongings - not one single bag is found and the customer services in Canada are doing nothing or could not be bothered- is there a contact at a higher level in the HO- does anyone have it.

thanks

Posted by Very unhappy traveler


The worst airline in the industry and they wonder why they are losing market share. Case in point. I booked a flight from the US to UK in early April (flight is in November), paying in full for the flight. By August 10th Lufthansa had made 5 changes to my schedule, each adding time to the trip. I am to receive a total refund because of unacceptable connections but was told it would be 6-8 weeks to receive the refund. Beware!!!

Posted by ellen rennie


I need some assistance. We arrived in PHL flight from Naples Italy LH337 to FRA Germany flight LH426 to PHI on 21 July 2013. One piece of our luggage did not arrive. We completed a property irregularity Report #PHLLH 26336 with Agent Genevieve K. at PHI. We received a call that our bag was found and it would be delivered on 24July. Today is 26 July and we still have not received our luggage. When I call the Lufthansa phone 215-937-9732 I just get a message that I will be called back, but I do not get a call back and am becoming very frustrated with the lack of customer service. We would appreciate it if someone would let us know the status of our property.



Thanks you, Thomas Rennie

Posted by BILJANA


Dear Airline
I Just Wanted To Let You Know About The Worse Expiriance That We Had At The Airport.your Agents Were Very Unfriendly.
We Have Both Tkts Back I April And Had Aour Seats Asigned At The Time Of Ticket Purchase . When We Arived To Check In One Agent Told Us That We Are On A Stand By Basis And That We Do Not Have Seats . They Have Asigned One Saet Which Was Not The Same I Had. The Other 2 Seats They Said That They Could Not Asigned. When We Showed Thet The E-tkts With Seat Numbers They Would Not Eve Look At Those. Rudly They Send Us To The Gate. At The Gate We Were Told That It Is Not True That We Do Not Have Seats Asigned And That They Would Print Boarding Passes When The Boarding Starts.all This Time We Were Not Sure If We Are Getting On The Plain Or Not.
I Aproched Another Agent Just Tyo Ask What Is Going On . Rudly He Answerd That We Do Have Seats Asigned But The Problem Is We Did Not Reconfirm Them.and I Remember When We Called To Reconfirm We Were Told There Is No Need To Reconfirm . I Wissh You People Would Put Your Act Together And When You Are Lyiong To Your Passengers At List All Of You Should Tell The Same Story.
This Is Just Not Write To Treat Passengers Like This.we Are Paying Your Salery And We Expect To Be Trated Like Human Being.
Plse Send Explanation What Happend Today At The Airport.
Our Pnr Numbers Are
Surjancev/katarina 4ne9k8
Pavlovic/ Gojko 4m8xrx
Pavlovic/olga 4nfgf8


Thank You.

Posted by Anonymous


My flight from Frankfort to Budapest 2/22/13 could not have been better: great food & attendants, comfy, pretty interior, far superior to any other airline. On arrival in
Frankfort, Lufthansa was striking, causing a missed flight to Budapest & a day of prepaid entertainment plus a miserable nightmare night in Frankfort with expensive, dirty accommodations. My thinking is that Lufthansa would want to make restitution for the $384 the strike cost me, an 80-year-old on her once in-a-lifetime trip to paternal grandparents' European stomping grounds. Thank you. Jean

Posted by Irena


The most horrible experience ever ! I changed a flight booking and the agent changed it for a wrong date ! I paid $335 in fees. When I saw the mistake and called back. Lufthansa not only did not apologize but they charged me another $69 to change to the original date I wanted. I would never recommed Lufthansa to anybody! If you ever use Lufthansa make sure you check what the agents are doing. They have hard times listening to the customer. At the end customers service will tell you: 'We are all humans. We make misatkes' and will charge you for THEIR mistake !!! Good luck with Lufthansa.

Posted by got-ripped-off-by-lufthansa


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.

Posted by CarolynO


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

Posted by Anonymous


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!

Posted by pissedoffcalif


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

Posted by cheesehead


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.

Posted by upset


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!!!!!!!!!!!!!!!!!!!!

Posted by Virginie


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.

Posted by Anonymous


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

Posted by Anonymous


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?

Posted by Filip


Impossible even to get in touch with them!!
They give you business card with email to contact, but that email is not working...Shocking!!!

Posted by Anonymous


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.

Posted by Anonymous


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.

Posted by Marin Pereira Alexis


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

Posted by Anonymous


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

Posted by Dom


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.

Posted by ak


Lufthansa SUCKS. Lost my luggage, with my entire flight, and no answers, I hate Frankfurt and Lufthansa... never again

Posted by nottingham


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

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of Lufthansa can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Service
800-399-5838

Lufthansa customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the Lufthansa corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Get Help Online

Get immediate support for your Lufthansa questions from HelpOwl.com.

Reviews & Ratings

View thousands of Lufthansa user reviews and customer ratings available at ReviewOwl.com.

Company News
Lufthansa Technik Signs HGT1700 APU Contract with Asiana and Vietnam Airlines
Two major Asian airlines have entrusted Lufthansa Technik with the technical support for the HGT1700 auxiliary power units (APU) on their A350-900 fleets. Vietnam Airlines A350-900. Click to enlarge. South Korean carrier Asiana Airlines signed a ten ...
Lufthansa Adds Six New Tourist Destinations this Winter
This winter, diehard Lufthansa clients can avail themselves of extensions to Eilat, the resort on the Red Sea in Israel and Agadir in Morocco as well as new flights to Trieste, capital of the Friuli Venezia region of Italy and Thessaloniki, Greece ...
Lufthansa to launch 2 Eilat-Germany routes
Tel Aviv (TNS) - The supply of direct flights from Europe to Eilat received a boost with the announcement by Lufthansa of two lines from Germany: one from Frankfurt and one from Munich. Each route will have two weekly flights starting in October. The ...