Complaints

This profile includes complaints for Lufthansa German Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lufthansa German Airlines

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  P.O. Box 946 Santa Clarita, CA 91380

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a complaint with Lufthansa regarding an issue wherein we had a series of flight bookings cancelled without any notification to us. We then had to rebook at a later date and the tickets were significantly more expensive. We contacted Lufthansa customer service many times about a refund and filled out all the appropriate forms. We received verbal confirmation from customer service representatives that the fault was with the airline and that comprehensive notes confirming this fact were attached to our feedback ID. That Feedback ID is ********. I also have our original booking reference numbers (****** and ****** Lufthansa last contacted us on 7/17/23 stating that there would be a delay in their responding to us. We have not heard from them since, and I cannot get anyone from Lufthansa to even tell me who I can contact about the complaint.

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/23: Lufthansa canceled my international flight with less than 24 hours 5/23: called customer service for a full refund. They had booked us on another flight that we did not agree to and only refunded half of the money owed because they could not refund a RE-booked ticket. 5/23: I called again to speak to other people and was promised a full refund of $4,424 in 5-7 business days but was only refunded half on 5/23.6/3: called again and was promised a refund of the remaining funds.6/8: called again to see where we were on the refund process, and the person told us that nothing was done and that they could no longer view our information because the booking code had expired and then told us to complete a informative feedback form which we did. 6/13: I called to see where they were in responding to my feedback for the refund and was told I have to WAIT for a response by email and there was no one I could talk to on the phone. I send a follow up email and still no response.They owe us $2,353.80

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, This is about the flight from ******* to ********* referenced in the attached pdf. I am *******************************, acting on behalf of ***** *******************************. Upon boarding the flight, ********************** noted that the seat that was given to her was next to a morbidly obese person who was taking up half of her seat and half of her legroom. While feeling sympathy for the situation of the obese person, ********************** asked multiple times to be moved to a different seat but the flight attendants did not offer any option to her, nor did they try to ameliorate the situation in any way.It is OUTRAGEOUS that a flight that costs hundreds of dollars would be so poorly managed. As a result of flying for 9h in an incredibly uncomfortable position, *********************** developed a strong headache and considerable back and leg pain, which she still has the day after. We expect a FULL REFUND for the whole fare. If the airline refuses to settle rapidly, we will take further action with the credit card that was used to reserve the flight AND we will take legal action for the medical damages. It should be noted that the Airline it's not doing us a favor. The ticket was paid and the associated service was not provided.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******************************
  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6th I flew from Germany back home to ***************, once we got off the plane to collect our luggage. We soon found out that our luggage was never on the plane and in fact was still in Germany. Thankfully I had an AirTag inside our luggage so I was able to track it. I filed the proper paperwork with the airline and all they would tell me is I have to wait a week to see if they would find my luggage. They finally found my luggage after 4 days. They informed me they would put it on the next plane out and I would receive it May 10th. I received my luggage on the 10th at 5am. At first the airline didnt want to offer compensation due to the delay they stated I have to submit proper receipts after I sent them in some of the receipts for some of the emergency things I had to purchase. The responses with offering me $85.23 for the inconvenience, in order to initiate your payment, we kindly request you to send us your bank details mention done below: Passenger Name (Beneficiary ***** **************** Account Number **************** Name ACH Routing Code (NOT ABA code)., . After receiving that email I quickly did my research on the department of transportation and realized my spouse and I were entitled to way more than just the $85.23. I informed of them of my research, along with informing them I will not be giving them my personal bank information via email and all the airline stated is that they need receipts and completely Ignored all the information I sent them. I sent them all the receipts once again along with all the screenshots of what I was entitled to occurring to the department of transportation. I informed Lufthansa that it was not my fault their employees forgot to put our luggage on the plane. After a week of no response they raised the price too $284.92. Its has been over a month of going back and forth trying to resolve this. I would appreciate all the help I can get.

  Customer Answer

  Date: 07/01/2024

  At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:
  

     They have contacted me but are only willing to pay us $284 for the inconvenience for our luggage being lost for days. When I researched their policy and told them that we are entitled to more than $1,000. They ignored the information provided and continued to ask for my bank information. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  The last time I heard from them was on 07/17/24
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I departed on May 25, 2024 from *** on flight LH441 to ********* with a connection in *********. We landed in ********* on May 26, 2024, but my checked baggage did not get to me until May 30, 2024. When I got to *********, I was told my baggage was in *********, but after more investigation, I found out that it never left *******. Not having my bags made me incur many unexpected charges and was very distressful.Upon returning, our flight from ********* to ********* (LH1139) on June 3, 2024 was unnecessarily delayed. Upon arriving at *********, we were stuck on the tarmac for 30 minutes. The connection time was only one hour, so we ended up missing our connecting flight after running through the airport, which was very embarrassing and stressful. Additionally, we were booked in economy when we had initially paid for business tickets. We had to fight to get back in business. Overall, the experience was absolutely horrible. How does a "professional" airline mess up our roundtrip flight experience both on the way to our destination and back home? I request a full refund and payment for my extra expenses that I ran into because of this problem. I paid $10,518.00 for our flight tickets.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lufthansa did not deliver my luggage at my arrival gate, it was delayed two days. Delay report # ********** In this time I purchased essential items like clothes and toiletries. I then submitted a reimbursement claim, report #********. When my luggage arrived at my hotel 2 days later, it was totally damaged, unusable. Two of the wheels had been ripped off of the luggage and left hanging from the shell. I therefore submitted a damage report, #**********. I contacted the airline more than 10 times while waiting for a resolution as no one would respond to the claims, and management seemed to NEVER be available by phone. Lufthansa cost me $504.36 USD in damages, emotional damages, time spent, and cancelled plans aside while dealing with this because of THEIR ERROR! I then took this up with the bank to investigate, to which Lufthansa responded 2 days into the investigation with an offering of $149 USD. An insult. Disgusting customer service. Absolutely HORRID, I will never fly with this airline again. I was FRUGAL in my spending. I sincerely only purchased what I needed for those 2 days as well as the replacement luggage, and this is how I am treated? I just want my money back, only what they owe me.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been told by *** Lufthansa checking counter supervisor to email to request refund due to their system technical issue cant process our original reservation. The amount is USD$12,387.84 including Hong Lin(ticket number ************1)and ********************* (ticket number *************) tickets.We have redeemed Lifemiles for ******** (reservation ****** and ticket number *************) from ***-*******. For this reservation, we have selected seat and meals on LH website 24 hours before departure. However, when we checked in at *********** LH counter the system showed the ticket is under *********************. The same problem on *********************** reservation which was redeemed with United miles (reservation number ****** and ticket number *************) from ***-FRA. We have selected seats on LH website for this reservation as well. But, when we checked in at *********** LH counter the system showed the ticket is under *********************, too.********************* had his own reservation (reservation number ****** and ticket number *************) ***-FRA. But, when he got the ticket, it became ***-*******. The *** LH checking counter cant fix the problem (3 tickets under *********************) before boarding. So, they told us to buy new tickets first and request refund with Lufthansa when the trip was finished. We had called United Airlines and Lifemiles when we were checking at ***********. Both confirmed the tickets were valid and under correct passengers name at that time. We can also see both booking records on LH website at that time. Obviously, Its the system error at ***********. Lufthansa didn't refund us after sending complaints instead they kicked the ball back to United Airlines and Lifemiles. Please help us to get the money back as Lufthansa ******************* checking counter supervisor promised.

  Customer Answer

  Date: 06/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***********
  

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flights were on Dec 5 and Dec 6 2023. This was a special period of extreme weather disruptions in Germany, due to which Lufthansa was offering full refunds for cancellations of flights with a transfer in Germany regardless of the class of ticket. My flight itinerary was EWR - FRA - BOM. Both, on the Lufthansa app, and when I spoke with their customer service agent, I was unambiguously assured that I will get a full refund for cancelling this ticket because of the special circumstances. It has been 5 months and I have constantly been reaching out to them asking for my refund. Only now did they even give a response to my issue, but they are refusing to issue my full refund without giving me any explanation. They have only refunded me $112.20 instead of $1,192.80. Despite explaining multiple times that this refund is important to me as a financially struggling college student, I have been left hanging by them for months, only to get a response with a refusal to issue the refund that I am entitled to.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked tickets for my parents, from ** to *****, and it was operated by Lufthansa from ** to Germany, and Air China from Germany to *****. The tickets were booked through United Airline. The first phase itinerary that was from ******, ** to ******, Germany was cancelled due to a strike in ****** airport of the day, and the flight LH425 was cancelled , on March 18th . The flight was cancelled on March 18th, just several hours before the departure. We had no way to find another flight to ****** to catch the 2nd phase flight. Thus, we had to re-book tickets. We live in *******, **. We decided to take the flight from ****** instead of *******, just because it only had 18 hours traveling in total. My parents have health issue. Taking a flight with shortest traveling time was our goal. Unfortunately, it was cancelled. We tried our best to contact Lufthansa to ask for the compensation due to the Lufthansa operation issue, but Lufthansa refused to provide any compensation by kicking the ball to Air China, and saying it was our fault that we did not show up for the Air China flight on time. The case we opened with Lufthansa is FB ID ********. We explained LH425 on March 18th was cancelled on the afternoon of March 18th due to the strike in ******, but the customer service keeps saying it is our fault. We ask for the compensation for this cancellation, because it was cancelled on the same of the departure, and it was cancelled due to strike, not any weather reason.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 21, 2024 I purchased 4 international airline tickets for myself, my kids and my mom. I bought them because I was worried about the high prices during the summer months. I also chose those tickets because of the convenient departure times. At the end of April Lufthansa sent me e-mails that two of the bookings are changing departure times from 2 pm to 6;30 am. I confirmed the change since they did not give me any other options. I looked online and saw that prices for the same type of tickets have lowered by $400. I called to rebook and was told that they will charge me $199 per ticket for that. We fly Lufthansa every year and spend between $4,000 and $6,000 on flights. I feel they should let me rebook free of charge especially after inconveniencing us with earlier and cheaper price. They never gave us the discount when they made me confirm the change. Looking at the prices now those early flights are $300 cheaper (each) than the 2 pm flights I had originally booked.