Lufthansa Customer Service Complaints - page 4

arrived Venice fm IAD via frnkft sat 0925local. Now 1835 SUN,Unable to reach bag service all day. No offer or instruction on compensation until 3 days pass. They also mislabled color of bag, bag is blu/white, not Black. Cant understand why they wont pick up phone.

I called Lufthansa online support in the USA (18669532294) to make a reservation change. The representative was polite but was unable to make the change due to ticket rules. Fair enough. I thanked him but decided to exhaust all options and talk with a supervisor. A supervisor named Dave (who wouldn't give his last name) came on, was absolutely curt/rude due to the fact that he "handles many calls regarding this issue every day."

If many customers call regarding a particular issue, shouldn't that be a clue to the fact that the company needs to create a resolution?

No one expects emergencies to arise that would alter plans. When they do, the least one can hope for is courteous airline reps.

I remember the times when flight attendants were pretty, food tasty, and airlines punctual. It was relatively expensive to fly, but it still is. Everything else has changed a lot.

As a very frequent flyer (over 100 flights per year) I have to say Lufthansa remains the leader, it doesn’t fail to disappoint, over and over again. Well, one could argue that at least they are consistent in their performance.

Almost every flight I had was delayed and I missed my connection a zillion times. I wasted hours and hours of my precious time waiting for a plane to finally depart or to get at the next available flight. A year ago (and I do not think I will ever forget this) I spent 14 hours on the Frankfurt airport (because of a delay I missed the connection flight). Why? Not because they did not have any flights in the meantime, but because Lufthansa did not want to book me a seat at a flight where only business class seats were available (I am talking about 1.5 hour flight, not London-New York business class). He didn’t even offer me a possibility to pay extra for the business class.

And when I finally get on a plane, I have no room for my legs (they squeezed rows so much that I can hardly fit), very often there is no place for my coat or a handbag in the upper compartment (as they allow people to get in with all kinds of ‘hand luggage’) I am served something that they call food, while flight attendants typically look like they are irritated that had to show up at work, and actually earn their salaries. Staff is often arrogant and rude.

And they couldn’t care less, because they know that our options are very limited!

And the company made EUR 1.1bn in proits last year

Cannot get info from website. Flying to Munich May 6th LH2471. What terminal do I fly from?

Lufthansa lost my baggage on a trip from the US to Munich. After filing a lost baggage report (with a rude service agent at the airport), I was given a number to call for updates on the lost bag. THEY CHARGE YOU, PER MINUTE, TO CALL THEIR LOST BAGGAGE CUSTOMER SERVICE NUMBER!!!

Since I really needed my clothes from my lost suitcase, I paid to call the customer service number, and I was rudely informed that they didn't know anything. The person on the phone also told me that I MAY be reimbursed 50% for replacement items that I purchased. Because I was given no time frame for receiving my lost/delayed bag, I had no frame of reference for determining how many replacement items I needed to purchase (e.g., one set of nice clothes to wear to the opera and the symphony, including dress shoes; underwear; traveling clothes;...).

If you care to know this, because my flight connected through London, the Lufthansa representative claimed they had no way of contacting London to find out about my baggage. Apparently, the only way they operate is to wait for the bag to arrive in Germany. Mind you, they have offices in London, but there is no way to contact those offices because these people were in Germany. Phone lines do not go from Germany to London, in my estimation.

This is the worst travel experience I have ever had. Other airlines have lost my baggage, but had dealt with the issue politely and fairly.

Today as I was checking in at the Manchester international airport, the lady at the counter did not smile or welcome me, asked how many bags I have to check in, I told her one, which I checked in, she started an argument with me on my hand luggage which she said was not overweighted but bulky, I removed my robe put it in a plastic bag, my luggage fitted into the metal box in front of her, she said I could not carry the plastic bag with me, that I can only carry one hand luggage after several plea and explanation, she made me pay $49 for excess. At the gate I discovered that almost half of the passengers have bags that is too large to fit into the metal box, this lady allowed them to check their carry on IN for free, when I approached her to let her know that she was unfair, she threatened me by saying "if you don't stop talking, I will make you pay more". I tried to complain to anther staff at the counter, he ignored me. the fact that I had to pay and others got the same service for free is bad enough, the fact that this lady insulted and treated me in such a disrespectful way and no other staff could do anything makes me belief this is an acceptable culture with Lufthansa, they do not value their customers and are not customer oriented. to all that reads this please tell every one you know NOT to fly Lufthansa. this is my last business with lUFTHANSA.

LUFTHANSA IS THE WORSE AIRLINE EVER, THE ATTENDANTS AT THE CHECK IN COUNTER IN MANCHESTER ARE VERY VERY RUDE, NASTY AND UNFAIR (THEY TREATED CERTAIN CUSTOMER DEFERENT FROM OTHERS. I JUST FLEW INTO DULLES FROM MANCHESTER, UK TODAY, THIS IS MY FIRST AND LAST TIME DOING BUSINESS WITH THEM, I WILL NEVER EVER FLY LUFTHANSA AGAIN AND WILL FOR EVER SHARE MY HORRIBLE EXPERIENCE WITH ANYONE THAT CARES TO LISTEN.

Last sunday I flied from Izmýr to Marseille via LUftansa. There wasn't any problem from Ýzmir to Munich but From Munich to Marseille the stewardress are very rude when I demanded the vegetarien food.They didn't give me any food and I wanted a cup of tea and I wanted anything to eat like a sweet things.She brought me saccarin.It was a shame of Lufthanse omitting the customers who don't want to eat meat.

No answers at the phone, no reply to the emails, baggage lost for more than 5 days. terrible.

I have spent the last hour trying to get the Luthansa web site to work. It is dysfunctional. Everyone I spoke to prior to speaking with Anita in Cape Town South Africa, listened and tried. Anita, who is a senior web site person, could not find my problem of having their website not work, which is explainable. What was unacceptable was her attitude. Frustrated people require a better attitude.

As a senior executive of a significant company I am never shocked at how bad some customer service is handled. At least getting to customer service was quick

Ok. I was stuck at Frankfurt during the Vulcano thing. No hotel, no food. Actually no flight back to Copenhagen. I took the train and paid it myself. After 1/2 a year I got an answer from Lufthansa that they regret that I was stuck in COPENHAGEN and that they will not pay for ANYTHING. And the unused air ticket then? I have after 100 mails and 5 personal visits at the Lufthansa counter seen NO money. Rotten German Minded Air Line. Will NEVER use it again. If something happens they do not help you out.

Ever since Lufthansa allied with United (the worse airline in the skies) they have dragged themselves down to United’s level.
Yesterday I made a reservation from Los Angeles to Frankfurt, Germany the flight I would have liked was $1,222.00 so I booked a later flight for $954.00. Today the flight I wanted is $954.00 so I called Lufthansa and ask if I could change to the earlier flight. They told me there would be a charge to make the change of $250.00 per ticket because it was just over 24 hours. I spoke to supervisor, Dave and he said there was nothing he could do because these rules are made with their alliance (United once again). The tickets are non refundable so I am stuck this time. However I have been flying Lufthansa every year that I have gone to Europe for at least the last ten years but this will be the last time I ever fly Lufthansa. I haven’t flown United for about 15 years since the last time they screwed me so it will be the same with Lufthansa.

Lufthansa Air- The Good, The Bad and The Ugly. The Lufthansa Gate Jerk.
Lufthansa bad service. Lufthansa good service. Which is it? Depends on the person, not the Lufthansa process.
Our recent round-trip on Lufthansa included:
Departure: Saint Louis-Chicago-Dusseldorf-Venice (codeshare w/United)
Return: Venice-Munich-Charlotte-St. Louis (codeshares w/Air Dolomiti and US Airways)
The Good: Our departing transatlantic flight crew was professional, well organized and prompt in their service. Seats are reasonably comfortable and relatively new. Individual seatback video screens with a good selection of movies was standard. There were better-than-average (for airlines) audio headsets and passengers may choose to start and stop movies as they wish. The crew provided a wall-attachment crib for the youngest of our travelling party of 16 people. Wine was complimentary on the return transatlantic flight.
The Bad: Our return flight from Venice-Munich was delayed by one hour and 15 minutes on Lufthansa’s partner airline Air Dolomiti because, and I quote the pilot’s announcement, “of a stupid error by the check-in attendant.” Passengers were told we would need to disembark 4 at a time to claim our pieces of luggage because there was an extra piece of luggage on board. That seemed reasonable even for security purposes. We did not disembark, however, because it was determined that a check-in attendant had let a piece of luggage on the plane for a cancelled passenger.
The Ugly: Running late in Munich due to disembarking only 30 minutes prior to our transatlantic flight to Charlotte, a large passenger group was met at the gate by a Lufthansa representative. She directed us up the escalators with the exception of a disabled passenger in a wheel chair and our relatives with the baby, who needed the elevator. She let them find their own way to passport check-point another set of security which was painfully tedious for in a normal situation, much less a situation where passengers had already been screened and passed through security in Venice. Perhaps this was because the flight terminated in USA. The Lufthansa leader left us at security while passengers for a later Philadelphia flight jumped the line in front of us. My 3 kids passed through security along with my niece and two nephews. As the security personnel slowly checked all the carry-on baggage of my wife and sister (not Lufthansa’s fault), a Lufthansa gate agent ran down to tell us to hurry up. I still hadn’t even made it through security. The Lufthansa agent again yelled at us, saying they were closing the plane door. This was alarming to us all as six of our children had already boarded the plane. My sister’s bags were still being rummaged through by security, my wife’s passport was stuck under the –ray on the security belt. My sister and wife asked repeatedly if they would let the plane depart with our kids on board and without us. “Maybe.” She said at first. And after that she just nodded her head in the affirmative. If we weren’t such seasoned travelers, this could have caused even greater stress to Lufthansa’s paying passengers. I, meanwhile was still stuck in security line. The security personnel took their time examining my carry-on luggage while my wife ran ahead to hold the agents at bay at the gangway. BRIGHT SPOT: There had been enough time for my wife to report to the gate agents to what had occurred with the other agents and they were shocked that it was a Lufthansa employee, but, indeed, it was. We were told they would report the offender and that they had experienced bad behavior as a Lufthansa employee and passenger on a recent flight from Paris. They two friendly female gate agents seemed to think this was an exceptional situation.
Particularly offensive was the short, portly blonde-haired Lufthansa Gate Jerk who yelled at us at the security line and seemed to smirkingly enjoy it, and the tall black-haired Lufthansa male agent who literally yelled at us repeatedly to hurry up on the gangway because the plane needed to depart. He barked at us repeatedly, followed by a “sorry” only to bark at us again. Strange.
Salt In the Wound. Someone was in my brother-in-law’s seat upon boarding the transatlantic flight and my video monitor didn’t work. I asked one attendant if she could fix it and I got no response for 2 hours so I asked another one who said she would get it fixed. 9 hours into the flight, the original attendant realized it wasn’t working and apologized. BRIGHT SPOT: She gave us a 25 Euro certificate for Duty Free which bought a box of over-priced chocolates.
Upon boarding a flight attendant required a boarding pass for my other sister’s 10-month old as they suspected she was taking up a paid seat on a fully-booked flight for free. Luckily they had her paid boarding pass, so she was able to keep her seat. No crib attachment for the baby on the return flight, though one was available for another infant.
Pretty Cool. The multiple bathrooms grouped together in the center of the plane belly. You descend stairs to reach them.

There is no one to call in the whole organisation. You can only send emails to which they do not reply.

Stupid Airline, Very bad service on board. Useless customer service. Their processing is worst than average. Quality all around is horrible.

Damaged baggage. Impossible to get claim in - they've cut me off, been rude. There is no telephone number for customer relations, only a fax or a postal address. Appalling service.