Lufthansa

✅ Trip Verified | Board flight Manchester. Other people in our seats. Steward advises we take seats at back. I point out we have just an hour to change flights in Frankfurt to Singapore flight. Steward insists plenty of time. Doctor called to passenger take off delayed by 40 mins. Arrive in Frankfurt and I again point out our very tight change over. My husband and I finally get off plane and run to gate, about a mile away. We are both 70 this year. Passed by people who took our seat bring given buggy through airport. They are much younger than us. Arrive at gate but checkin manager day's she can't let either of us board because I do not have a visa for Vietnam. I point out I have paid Lufthansa to get me to Singapore where I can sort out my issue with my Visa with my daughter who lives in Vietnam and my son who lives in Singapore. Other passengers board as checkin staff refuse to let us board n tell us our luggage has been removed from flight and plane has taken off. They kept our suitcases. We walk back to find Lufthansa Service Desk where staff say we should have been allowed to fly. They book us in to a hotel for the night and book us on board flight to depart evening of 27th March, a day late for our connection to Vietnam. They said as our suitcases had been checked through they would make sure they were on our flight. Every member of Lufthansa staff was rude and arrogant towards us. We asked to check our suitcases were definitely on board at Lufthansa Service Desk before checkin. They were rude and treated our concern about our luggage with distain. We requested an upgrade given the treatment we had received. Checkin manager threatens my husband and myself with not allowing either my husband or myself fly because she says "we don't have visas" and there is no way she will give us upgrades. It was only me that needed a Visa EU passport my husband didn't and my daughter had by that stage obtained one, which would have been available if we had been allowed to board our original flight. We had to rearrange our Vietnam flight n first seats available were not until the Friday 28th March from Singapore so we had to spend Thursday 28th March in a hotel in Singapore. As we go to claim our luggage in Singapore on arrival my suitcase is missing. Singapore Lost luggage can say categorically that my case was not on our flight. We ring Lufthansa Frankfurt who say it's probably gone for good. I spend Friday 29th March shopping for clothes in Singapore. I borrow a suitcase from my son and we checkin for our Vietnam flight, two suitcases. As we had time I returned to Singapore Airport Lost luggage. A very helpful member of Singapore airport staff found my suitcase which had been put on the Tuesday 26th March flight, the one neither myself or my husband were permitted to board. I then had to check in a 3rd suitcase for our Vietnam flight at cost of £100. I have spent over a week trying to negotiate adequate compensation from Lufthansa. I have been assured by Lufthansa Customer Services staff that the cost of rearranging Vietnam flight, the cost of a hotel in Singapore, the cost of checking in a 3rd suitcase, the cost of taxi to and from hotel in Singapore are not their responsibility and they will only pay half the cost of the replacement clothes .

✅ Trip Verified | Purchased onboard WiFi package which after many attempts to activate did not work. Several crew members also tried but to no avail. They also suggested to contact customer service later to arrange a credit. A few days after trip I emailed customer service to request credit with response being that nothing could be done with no reason. After a few more attempts out of principle as 60Aud wifi fee was negligible compared to 8k value of flight.

✅ Trip Verified | Facts: - Flight LX1100 was delayed leaving from Zurich by approx. 40 minutes. Reason given: "Waiting for passengers from a connecting flight" - Landed in Munich when the connecting flight LH1650 to Bucharest was already boarding - No staff at the gate to expedite transfer to connecting flight - While making my way to the gate got message that I had been re-booked for another flight 6 and a half hours later - Flight LH1650 was therefore not delayed to "wait for passengers from a connecting flight" - Lufthansa Start Alliance Service Desk in Munich terminal K was not able to help with re-booking on an earlier direct flight. The only options presented were to take another connecting flight with a short (and risky) layover through Frankfurt or Belgrade. - Lufthansa Start Alliance Service Desk in Munich terminal K was not able to offer a reasonable or informative reason why some flights are delayed to wait for passengers and others are not. The answer they gave was: "I don't know, this decision isn't made here. Could be any number of reasons." - Lufthansa Start Alliance Service Desk in Munich terminal K also not able to offer any complimentary service (e.g. access to lounge, ticket to Munich to see the city, some sort of entertainment, or even more basic water or food) for the 6 and a half hours delay that I am forced to be here. - Feedback from does not pick up my Miles and More details even though I am logged in as I complete this form. It does for the bookings but not for the feedback. Consequences: - Anger for being treated differently than the passengers for which my flight was delayed departing out of Zurich - Wasted time: 6 and a half hours in Munich airport - Wasted money in the airport - Stress and frustration of having to re-book all plans for the day. I will have lost 6 and a half hours in which I had other appointments at the destination. - Frustration for not being given any reasonable or informative information or alternative flights at the Lufthansa Star Alliance Service Desk - Suspect the reason why my details are not picked up on the feedback form is because of lack of interest in gathering feedback. - Frustration and anger for having to waste even more time to fill out forms and leave reviews to be heard instead of being treated with empathy by a human at the service desk. - Dissapointment for having been forcefully put through this experience Question I now ask myself: Why do I have a Miles & More membership and will often pay more to book with member airlines? Conclusion: when flying Lufthansa with Star Alliance - Connection of 45 minutes are not enough for a transfer between member airline flights - Flights may or may not wait for passengers from connecting flights. It is unknown how this choice is made. - Passengers will not be treated like a human with empathy but like a number with a ticket in a queue - In case of delayed arrival there will be no effort made to expedite transfer to the connecting flight. - Service desk staff don't have the training/ courtesy/ means to offer adequate information or complimentary services, and lack the basic people skills for customer service: patience, problem-solving, empathy, adaptability. - In case deemed necessary by the system you will be automatically re-booked with no warning, advice, or choice. - Lufthansa with Star Alliance does not equal more reliable travel experience or better service.

✅ Trip Verified | It is often the crew making a flight memorable and not the airline. Lufthansa’s minimalistic approach in Tourist Class challenges my goodwill to express anything positive. But as I could experience on this flight, the crew can make a difference and made it all extremely pleasant. A warm welcome (calling me by name) and being valued as loyal customer. Flying 50 flights a year (intercontinental in Business and within Europe in Economy) with Lufthansa in the last five years, this is the second time having been treated nicely in Eco. The gold frequent flyer Senator status can be seen by the crew on the passenger list and one wonders why a small courtesy, is something to write about. However, thank you dear crew, on this flight you made Lufthansa special again.

✅ Trip Verified | Horrible experience. Never flying with them ever again. Missed 2 connecting United Airlines flights and got home 26 hours later than actual date. Made us spend us so much more money on other things like dinner, lunch. No compensation for anything. Missed work for a day and next day got home around midnight. Disappointed beyond words. No accountability or help at all. No value for people's time, money and lives.

✅ Trip Verified | My experience with this airline left a lot to be desired, especially considering the length of the flight - 17 hours from Frankfurt to Buenos Aires. Firstly, the lack of children's headphones has caused additional inconvenience during the flight, especially for parents who want to provide comfort for their children. Furthermore, the airline's promised gift remained just a promise, which caused disappointment for both us and our children. Secondly, the children's meal was far from ideal. Not only did the quality leave something to be desired, but the selection was also extremely limited. This created additional difficulties for parents trying to accommodate the tastes of their little passengers. Overall, my experience with this airline was anything but pleasant. The insufficient attention to children and their needs greatly spoiled the impression of the flight. I do not recommend this airline to families with children who are looking for a pleasant trip. Meine Erfahrung mit dieser Fluggesellschaft ließ viel zu wünschen übrig, insbesondere angesichts der Länge des Fluges – 17 Stunden von Frankfurt nach Buenos Aires. Erstens hat das Fehlen von Kinderkopfhörern zusätzliche Unannehmlichkeiten während des Fluges verursacht, insbesondere für Eltern, die ihren Kindern Komfort bieten möchten. Darüber hinaus blieb das versprochene Geschenk der Fluggesellschaft nur ein Versprechen, was Enttäuschung sowohl bei uns als auch bei unseren Kindern auslöste. Zweitens war das Kinderessen weit entfernt von ideal. Nicht nur die Qualität ließ zu wünschen übrig, sondern auch die Auswahl war äußerst begrenzt. Dies führte zu zusätzlichen Schwierigkeiten für Eltern, die versuchten, den Geschmack ihrer kleinen Passagiere zu treffen. Insgesamt war meine Erfahrung mit dieser Fluggesellschaft alles andere als angenehm. Die unzureichende Aufmerksamkeit für Kinder und ihre Bedürfnisse hat den Eindruck vom Flug stark getrübt. Ich empfehle diese Fluggesellschaft nicht Familien mit Kindern, die eine angenehme Reise suchen.

✅ Trip Verified |   Looks like this airline offers beside bad service on ground and plane also only delayed flights. The incoming flight from Germany, which was the first one at this day, was delayed by 30 minutes. Because of this i had to rush at FRA airport and only troubles with my lost bags. I try to avoid Lufthansa when ever it is possible and this as a Gold member of their terrible frequent flyer program.

✅ Trip Verified | Our first ever First Class experience turned out a complete disaster. Our first leg from Amsterdam was cancelled while we were in the lounge. We had to leave and go back to the check-in counter to rebook the flight. Took us an hour at least waiting in the queue. Got rebooked for the next day with a layover of 9 hours in Frankfurt. The suitcase was said to be rebooked as well, so we went home without any luggage. The next day flew to Frankfurt, had to wait and wait. Initially we booked the first row seats in B747 First Class as it offered more privacy. By re-booking we were assigned to the 2 middle seats in the third row with no privacy at all! The service was good, and the food was ok. The cabin, entertainment system and seats were outdated and worn out. Arrived at Buenos Aires and got to hear that our luggage had not arrived. Needless to say, we felt miserable. Luckily for us the luggage arrived the day after. We are very positive people, and can understand that sometimes things can go wrong, but in this case we felt as if we were robbed. For the money we paid- to get such an experience. It’s truly beyond belief! Would never recommend this airline to anyone, nor shall we ever fly it again.

✅ Trip Verified | In a harrowing ordeal at Schiphol Airport, Lufthansa were left stranded without accommodation or proper assistance. The original flight on 15Apr was cancelled. We were rebooked several times over and the travellers were not informed of the changes. Worst we were booked separately. Shockingly, families and couples were inexplicably divided into separate flights. One minor (17years old) had to fly alone whilst his family (3) were on another flight. Throughout this ordeal, the group was stranded with no Lufthansa staff around to provide assistance and no contacts. Amidst the chaos, desperate attempts to secure accommodation proved futile as nearby hotels were fully booked. With no alternatives, the stranded passengers resorted to spending the night on uncomfortable airport chairs. Next morning we went to Departure Checkin Counter. LH Staff on duty could not offer any explanation. LH could not offer us any room to washup and rest, but offered a meal voucher value €17. LH also gave us Business Class Lounge Voucher but unfortunately these vouchers were only valid for Munich or Frankfurt. We are in Amsterdam! Eventually, were rebooked on Turkish airlines. In the wake of this debacle, Lufthansa's handling of the situation has been met with outrage and condemnation.

✅ Trip Verified | My second time flying Lufthansa. The first experience was not good but I decided to give the airline the benefit of the doubt, however my last flight reinforced my earlier experience. The plane felt old and overused. The Premium Economy section is a joke and not worth the additional expense. The seats were by far the most uncomfortable I have ever experienced and the fact that I was stuck in one for an overseas flight made matters all the worse. Additionally the flight crew was inattentive and the food and inflight entertainment low class.