Lufthansa

✅ Trip Verified | My husband, step-daughter and I flew Lufthansa Toronto - Rome. On our return flight out of Florence, through Germany, the Florence flight was delayed and we missed the Germany flight to Toronto. We had paid for a business flight however, when a flight is delayed and rebooked by the airline, they put you in your original class, which was economy. We incurred many costs staying in Germany over night including the 3 upgrade fees and to this date (from July 2022), we have not received proper communication about our reimbursement claim, not have we received a penny. Lufthansa customer service, if they respond, tell you to be patient. It's now almost been two years and i'm owed over $2,000. Any enjoyment in flight was ruined by their terrible customer service and standing behind their brand

✅ Trip Verified | Delays, cancellations, cramped seats, overheated meals, terrible cabin crew and refusal to pay compensation. Worst airline possible! Avoid them at all costs! Missed my connection because they didn't bring the airplane on time at the gate. Told cabin crew on the flight about the issue and they deflected by saying they will contact me at arrival. They didn't. Had to talk to the other carrier and arrange another flight to my final destination. Lufthansa failed to help in any way. What is worse, they refused to offer compensation for the missed connection and late arrival at the final destination. On the return leg the flight was cancelled and I was notified just 1 day before the departure date. Their live chat system doesn't have any humans, only a bot that will give you a rebooking offer and that's it. Take it or leave it I used to love flying with them a decade ago, but now they've become worse than lost cost companies! I will never fly with them again for fear of ending up stranded in an airport next time.

✅ Trip Verified |  I paid Lufthansa for additional baggage on my trip from AUS-FRA-MAA, dated Dec 09, 2023. The FRA-MAA connection (Dec 10 '23) was cancelled and Lufthansa booked me for another route FRA-DEL-VGA, on their partner carrier Air India (AI). Lufthansa assured me my baggage would be properly transferred to AI, despite route changes and on a different carrier. AI however would not let me board their aircraft until I paid an additional EUR 420 / USD 450, as Lufthansa did not have an baggage agreement with AI and they would not honor the baggage fees I paid Lufthansa. AI also refused to unload my bags since they were already in the cargo hold and asked me to submit a refund for the amount from Lufthansa. I have submitted multiple requests with Lufthansa, online and on the phone, but they refuse to refund the duplicate charges and / or acknowledge the issue. Lufthansa would not refund duplicate baggage fees their partner airline charged me, after Lufthansa booked me with them and to a different destination from the one I originally booked for.

✅ Trip Verified |  They werent able to board my baggage on time into the flight and I was told that I would be getting it delivered in 1 week and by now its been more than 5 months and they havent compensated me for the lost baggage. When I call them to check with my baggage status they are very reluctant to answer and keep on asking me to raise a feedback form for the compensation and even though i raise so many of requests they wont even respond back.

✅ Trip Verified | What a mess, 3.5 feet of snow no buses trains or planes on the Friday, on Monday I paid 100euros for taxi, no trains, airport 100's waiting got to machine find flight cancelled at 10.50 for afternoon, I need wheelchair help so this day was very hard. Queued for 1 hour and got put on flight Oslo-Amsterdam-Birmingham with overnight, sat and waited until flight again cancelled at 1640, moved between terminals and gates. Queued again then desk shut so back to terminal - was told could not have suitcase got all my medicine and clothes in. While waiting tannoy advised people to get train or other ways to different airport and Lufthansa would refund. Took train (now running) back to Munich had to walk to find hotel next day 4 hour wait at D-Bahn for ticket to Amsterdam arrived 2230 hotel flight with Easyjet (well looked after) back to Birmingham on Wednesday late morning. Took up matter with online Lufthansa, said no compensation, then 200 then no compensation all to Asian operators - so sent tracked and signed package with proof of the 980€ I spent getting home to Chief Ex.in Cologne they signed for it on 15th January not even an acknowledgement no offer of compensation no apology nothing. I know the snow is act of God, if the announcement had not been made I would have stayed in Munich until they could fly me home. How can a national carrier treat passengers like this will not be flying with them in a hurry and I am a member of Star Alliance. I do not know how I walked about all over the airport then train and hotel - so much for care of the disabled passenger. The outward flight from UK was good and I was well looked after. Got my suitcase back 9 days later with the lock broken.

✅ Trip Verified | A very positive experience with my flight on Lufthansa. The Business Class flight from Birmingham to Frankfurt was fine. On arrival at Frankfurt I was met and escorted to the First Class lounge Terminal 1. The lounge was a perfect to place to spend a 5 hour layover. It was uncrowded with excellent service, food selection and drink. On my return to Frankfurt, I was escorted to the First Class Terminal which was of the same quality, as was the SIA First Lounge, which I used prior to my return flight. Also, I enjoyed the treat of Porsche rides to the aircraft. Onboard I was impressed with the high level of attentive service. It was a particular pleasure to be welcomed by the Chief Pursers on both flights - Natalie and Andrea. Andrea kindly spent about 10 minutes sorting out my phone to accept the free onboard WiFi. As both flights were late night departures I was mainly interested in sleeping rather than eating. But the food I did have was good and well presented and I enjoyed the cooked breakfasts of scrambled egg and smoked salmon cooked to order. My seat was very comfortable and I had a few hours sleep when it was converted to a cosy bed. I suppose the TV screen was a bit on the small size, but that was not a problem for me. So overall very pleasant flights with the superb lounges probably the stand out feature, but generally no complaints at all and I would be happy to fly again with Lufthansa First Class.

✅ Trip Verified | The flight has been delayed more than 12 hours. Accommodation and alternative flights have been arranged, however in a very chaotic way. The taxi from the hotel to the airport the day after is paid by me, as Lufthansa claimed that the expense is refundable. However, after 3 months super slow chat with the customer service at Lufthansa, they just informed they can refund 50 euros, which is only half of the taxi expense. They keep hanging up the phone when I try to reach them for complain and explanations.

Not Verified | This last flight had to depart at 19:35, we would have boarded at 18:55. It has been delayed more than an hour because the cabin is not ready. If they would say it will take an hour one could work around it. They keep on announcing every 10 min yet another 10 min delay. One should think that customer service is something one would pursue but not at Lufthansa.

Not Verified | Bag was delayed 21 days, kept getting ignored by their representatives, no money was paid for items bought due to the delay and when the bag finally arrived it was damaged. Everything that could go wrong went wrong. Absolutely horrible experience and so much time wasted trying to deal with their employees. Some of them said i would get reimbursed for items bought due to the bag being delayed and that never happened.

✅ Trip Verified | Unfortunately, I couldn't take my scheduled flight from Madrid to Brussels due to a family emergency. Consequently, I purchased a new ticket to reach Brussels. Upon arrival, I discovered that my return flight had been canceled because I had missed the initial leg. Spending 1 hour and 30 minutes on the phone, attempting to communicate with a representative who bearely spoke English, was unable to offer assistance or show any empathy, proved to be a frustrating and sad experience. In the end, I had to purchase another ticket, incurring an additional expense of 300€.