Lufthansa Reviews 13,288

Is the worst airlines in its class always delayed flight, not recommended take a train or drive even walking is better.

Will Never Book on this flights again, they wasted my vacation with my son due to delay we lost all relevant trip booking

What a journey!
16 hours later, I am still in the Netherlands and I had to book an entirely new flight just to be able to continue my trip.

Yesterday was absolute chaos at Schiphol. First there was a delay, then our gate was suddenly changed without any clear communication. Because of this, many passengers – including myself – missed the flight.

You would expect support in a situation like this, but that was not the case. All Lufthansa service desks at Schiphol were closed, and there was no staff available to help. The phone numbers didn’t work, and after hours of trying, I finally managed to speak to someone in the United States. She first offered a transfer change for $1,150, but while we were still on the phone, the price suddenly changed to $2,100. Her communication was extremely rude and she even hung up the phone on us.

Lufthansa refused to help in any way – no rebooking, no hotel, no transfer, nothing. We were completely abandoned and left to solve everything ourselves.

The most unbelievable part is that they now want to cancel my return flight simply because I didn’t show up on the first flight – even though it was due to their own chaos. They are not willing to help or take responsibility. And to make it worse: my luggage is already in Frankfurt while I am still here. Lufthansa took my bags, but not their responsibility.

I have travelled all over the world and I normally don’t complain, but this is by far one of the worst airline experiences I have ever had. Zero support, zero empathy and absolutely no solution offered. Completely unacceptable.

I am now on my way to Frankfurt with KLM. Let’s hope my suitcases are still there and that the rest of this journey finally goes right.

14 months of ping-pong game between me and Lufthansa. They were constantly rejecting my claim for refund. They ignored all evidences I had in hands. I handed over the case to a 3rd party with lawyers and they immediatelly accepted their offer and refunded me what they owned me. Lufthansa is a real disaster, I will never use their service again.

Following the cancellation of a Munich-Delhi flight in July, we were surprised to receive fairly quickly in August, confirmation of compensation payment under Regulation (EC) No. 261/2004 . However, we've been waiting for processing and payment ever since, despite seven reminder emails...it's now two months later. I assume they're just waiting for us to give up.

I cannot say enough good things about this aiine.

Amazing prices, connecting flights, destinations, the staff are beyond amazing and cordial and understanding and welcoming and cordial and compassionate!

One of the best airlines out there!

Dramatically decreased service. If things don't go as planned (which, unfortunately, is commonplace these days), it becomes the customer's problem. The solutions offered are sometimes ridiculous. Parts of already booked flights are cancelled—the customer must request a refund—but only after the day of the flight. Look for alternatives.

Bad customer service! Too long last name, couldn't fit all names. They said they would fix it by making a new booking code. Until now flying in a week i still didn't get anything confirm! Called 8 times ... so sucks! Last time flying with this airline!

What a terrible airline. I didn’t book this airline we were put on it by KLM because of strike action. Personally I would not have chosen this airline and now I know why. We were late leaving Manchester which made us late for our connection to Cape Town. We had to run through Frankfurt airport with no assistance from this airline. My poor husband who has heart problems almost collapsed. Not that any of their staff gave a damn. Definitely no German efficiency in sight.
They had the smallest seats I have ever sat in, I don’t know how guys actually fit in those kid size seats. Eleven hours of discomfort does not make for a happy passenger. Food was mediocre as was the service. Don’t waste your time flying with this airline, I don’t think they actually want you flying.

Pathetic service. Only one person available to help at the check in desk in BER airport, everything automated and their baggage system sucks. Never booking with this airline again.

Subject: Violation of Passenger Rights – No Response to Submitted Claims (EU Regulation 261/2004)

On 27 July 2025, I was traveling on the route Sofia – Munich (LH1705) – Geneva (LX1129), booking reference VBMTZ3. The first flight was delayed by almost two hours, which caused me to miss my connecting flight to Geneva.

Events

In Munich, I received a hotel voucher and a taxi voucher, but no alternative flight was provided, since Lufthansa’s rebooking system was not functioning.

After midnight, all Lufthansa offices at the airport were closed, and I was left without any solution.

On the evening of 27 July, I was forced to purchase a new ticket myself for Lufthansa’s first flight on 28 July in order to return to Geneva and be back at work on time. The price of this new ticket was approximately five times higher than my original booking.

The amount for the unused portion of my original ticket was refunded, but the costs for the new ticket have not been reimbursed.

Claims submitted to Lufthansa

FB ID 41885617 – 30 July 2025

FB ID 41911006 – 4 August 2025

FB ID 42170616 – 6 October 2025

As of today, 11 October 2025, there has been absolutely no response to any of these claims. More than 10 follow-up emails were completely ignored, and no information has been provided via phone either.

Complaints submitted to institutions

Schlichtungsstelle Reise & Verkehr e.V. – closed the case unprofessionally, accepting Lufthansa’s false claim that my travel was “business-related,” despite the evidence I provided proving the opposite.

Luftfahrt-Bundesamt / Nationale Durchsetzungsstelle Fluggastrechte (National Enforcement Body for Air Passenger Rights) – no response to date.

SWISS – distances itself and refers responsibility back entirely to Lufthansa.

Legal Basis – EU Regulation 261/2004

1. Article 5, §1, (c) – The airline is liable in cases of delay and missed connection, except in extraordinary circumstances. The delay in my case was operational, not extraordinary.

2. Article 7, §1, (a) – Compensation of €250 is due for flights under 1,500 km – not fulfilled.

3. Article 8, §1, (a) – Right to reimbursement of the unused portion of the ticket – fulfilled.

4. Article 8, §3 – When the passenger is forced to purchase a new ticket due to the airline’s failure to provide an alternative, the cost must be reimbursed – not fulfilled.

5. Article 9, §1 – The airline must provide care (hotel, transport, meals, refreshments). This was only partially fulfilled (hotel and taxi provided), but the main obligation – providing a new flight – was not met.

Conclusion

This case represents a serious violation of EU Regulation 261/2004:

The €250 compensation has not been paid (Art. 7, §1, (a)).

The expenses for the new ticket purchased on 27 July for the 28 July flight have not been reimbursed (Art. 8, §3).

All submitted claims (30 July, 4 August, 6 October) were completely ignored.

The airline has refused any communication for over two months.

This conduct demonstrates a systematic disregard for passenger rights under EU law, leaving travelers without any recourse.

For me, this case is clear evidence of Lufthansa’s lack of accountability and professionalism. In the future, I will make every effort to avoid Lufthansa as a carrier.

Has anyone tried to report an issue on the app? I am truly tired of weak faceless company’s spending time and money on making it difficult to report a problem.
After signing into the app and registering all my details I wanted to report a problem, which of course required all the information I’ve already given them and more I didn’t even have. I will never fly Lufthansa again.

I had a change in flight time. I have a booking Malta-Munich, Munich-Washington, Washington-Orlando. The overlay between Washington to Orlando is only 1hr 5min with is against IATA regulations but according to them 1hr is enough!! Since there was a change in flight time, I requested a change to another flight which is Malta-Munich, Munich-Orlando. After several attempts one customer agent said he will effect the rebooking but instead of doing the requested re-booking , he rebooked the original flights I had not changing anything. Contacted the agents again and now they are saying a change is not possible since I made use of my free opportunity to change flight!! This is absurd!! 1. the rebooking mistake is not my fault and I have copies of the chat and 2. the overlay is impossible and they don't give a dam that it is impossible to do. They should know the rules!!

We requested compensation on August 1st due to a delay. We had bought the tickets from Lufthansa, but Air Dolomiti was responsible for the flight. Due to the delay we had to stay overnight in Frankfurt - with two small children.

Lufthansa gave us an email and said that we should request compensation via it. I have contacted them twice for a response and asked for an email to Air Dolomiti. Both times Lufthansa wrote that everything has been forwarded and we will hear from Air Dolomiti. Now that I have contacted them for the third time, Lufthansa writes that I should write to Air Dolomiti at this email and that they apologise that they cannot help further.

This is not okay, and I can't help but think that this is a completely deliberate strategy! Now I have addressed the request to Air Dolomiti and now it will probably take another 3 months...

FLIGHT WAS DELAYED BETWEEN NICE & FRANKFURT FOR OVER AN HOUR...WHEN WE CALLED THE CALL CENTER TO TELL THEM WE ARE GOING TO MISS OUR DEUTSCHBHAN TRAIN CONNECTION THEY ADVISED US NOT TO WORRY THAT WE COULD GO TO THE LUFTHANSA COUNTER IN FRANKFURT WHEN WE LAND & THEY WOULD SORT IT OUT...WE LAND IN FRANKFURT, GET TO THE COUNTER & THEY TELL US OUR TRIP IS OVER & THAT THEY REFUSE TO HELP US & THAT ITS NOT THERE PROBLEM THAT THERE DELAYED FLIGHT CAUSED OUR MISSING OUR CONNECTING DEUTSCHBHAN TRAIN...WE WERE SHATTERED FIRSTLY BY THE DELAY, THEN BY THE LUFTHANSA CALL CENTRE LYING TO US TO GET RID OF US KNOWING THAT THE CONTRACT WOULD BE OVER ONCE WE LANDED... AS WELL AS THE UNCARING LUFTHANSA COUNTER IN FRANKFURT THAT TOLD US TO GET LOST...THEY JUST DO'NT CARE WITH MOST OF THERE FLIGHTS DELAYED THEN NOT WILLING TO AT LEAST ASSIST US WHEN THEY CAUSE DELAYS TO MISS OUR CONNECTING FLIGHTS & OTHER TRANSPORT...

My flight was rerouted to Stuttgart due to issues landing at Munich - not their fault, I understand. But we then waited on the plane for 2 hours due to congestion at the airport - again, not their fault I guess.

My problem is that despite being told by the pilot that help would be offered at the airport to get us to our destination, this help did not exist. We were abandoned at the airport at 1am and the only help was a QR code with a phone number.

After calling the number, I was told there was no help available for me and they hung up.

The next day, because yes, I had to find somewhere to spend the night after Lufthansa just left us there, I went to Lufthansa support and asked for a transfer to Munich and was told they would not provide anything for 2 days!

I don't know how they can get away with not providing any help or support to passengers they just abandon in another city and why they are not told they must get them to their final destination in a timely manner.

The service throughout was appalling. Although I had booked wheelchair assistance from Manchester I had a stopover in Frankfurt. Here I was placed on a bus and deposited in an empty area of the airport. Nobody was available to assist me and I eventually found someone to direct me to transit lounge. I was told that if I waited for wheelchair assistance for the necessary one hour I would miss my flight.i was told it was only 4 or 500 meters to the gate so I began to walk. After 10 minutes I found someone pushing an empty wheelchair and begged him to help me. He pushed me for several minutes and I just made the flight. I was flying premium economy, food choice was poor and I was told the only wine available was red or rose. There was no mechanism to provide feedback and I would advise anybody not to patronize a company which cares so little for the consumer. The one star rating was I feel toi generous.

We booked with Lufthansa in business class to get us From London to Seoul as comfortably and quickly as possible due to recent health issues. Through no fault of their own, due to storms in Europe, our flight to Frankfurt was delayed by 2hours and we missed our connection to Seoul. We were advised mid flight that announcements would be made for all connecting flights...ours was never one of them! Upon arrival in Frankfurt and after turning my phone back on, an email arrived saying we had been re-booked on China Air, we were of course pleased to have an onward booking but no other details were provided. We asked on board staff and were advised to go straight to the Lufthansa service desk in Frankfurt Airport. Given my partner was not supposed to be walking much after the illness we ended up walking a huge distance, after asking multiple times due to poor signing, and eventually found the 'gate keeper' to the service desks. The customer service person was completely out of her depth and ended up saying Lufthansa couldn't help and we needed to go to Air China, at the other end of the airport. Finally at Air China, we were told there was no booking!! Fortunately the excellent customer service officer at Air China eventually sorted it all out for us and we were boarded on a flight to Beijing later that evening. After arriving home in Australia I wrote to provide feedback to Lufthansa and have been in dialogue via email for several weeks now. Their customer service remains appalling and even after requesting escalation of. my complaints and feedback we are now being ghosted by the customer service team. Their lack of support and treatment at Frankfurt airport and now there utterly disrespectful and terrible customer service via their customer (NOT) service leads me to warn anyone off using them for their journeys in the future.

I fly with LH because my company book it, but when I decide, I always choose any other one.
Year after year, event after event, writing them for an obvious compensation that any other normal airline would just pay for not having a bad name/reputation, they ignore.
Strategic Non-Response: Lufthansa routinely ignores initial compensation requests, forcing passengers to escalate claims through legal channels before paying out. Multiple court cases demonstrate Lufthansa refusing to respond until passengers obtain legal representation, then settling without contesting the claim once lawyers become involved.

Arrived at Heathrow for my 10:50 flight, was delayed twice then cancelled. Was rebooked onto a flight at 6:45pm which was delayed until 8pm. Circled Munich for an hour before we were diverted to Stuttgart. Initially we were told Lufthansa were sorting us out travel/accom plans before actually being told they weren’t!!!!!!
Just left to fend for ourselves in Stuttgart with nothing but a leaflet handed out.

2 flights got cancelled. My First one from Dresden to Munich at 9:35 (Saturday morning). Which made me miss my transfer from Munich to Brussels. They rebooked me on a flight in the evening and gave me a free train ticket from Munich to Dresden since there were no other flights available (So i took a 6 Hours traindrive).

Then my flight in the evening got cancelled again, they rebooked me to a flight 1 FULL day later (Monday morning)!! So i had to spent 48 Hours in transit for a normally 3 Hour flight!!