Airlines
Lufthansa German AirlinesHeadquarters
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Complaints
This profile includes complaints for Lufthansa German Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 898 total complaints in the last 3 years.
- 168 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/03/2024
Type:Product IssuesStatus: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.
booked round trip with lufthansa. during my return trip the last leg of my flight was rebooked and delayed without my consent for over 6 hours. this has caused huge inconvenice especially after 30+ hour international trip. additionally, my baggage was damaged during the return trip.Initial Complaint
Date:05/30/2024
Type:Product IssuesStatus: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.
Subject: Complaint Against Lufthansa for Unresolved Rebooking Issues Dear Better Business Bureau,I am writing to file a formal complaint against Lufthansa regarding a series of unresolved issues with rebooking our flights. The booking reference numbers are ****** and *******On Friday, May 24, 2024, I encountered issues checking into my seats due to passport problems. We called Lufthansa customer service a day before our flight. After speaking with three different operators, I was informed that we could rebook our flights for $199 plus fees. Unfortunately, each time our calls were disconnected after extended periods on hold.On Saturday, May 25, we called back, only to be told that we could not rebook due to the type of tickets we purchased. When we requested to speak to a manager, we received the same response. However, upon reviewing the rebooking policy on the Lufthansa website, we discovered that our tickets did allow for rebooking.We called again on Sunday, May 26, and managed to rebook my wifes flight but not mine. Although we purchased the flights together, our bookings were somehow split, creating an even bigger mess. After over 30 calls and countless hours re-explaining our situation, this issue remains unresolved. The last call we made confirmed that my wifes rebooking was approved but mine was denied.The root of this nightmare was a mistake on Lufthansas behalf, where an employee incorrectly informed me that my tickets did not qualify for rebooking, leading to my being labeled a no-show. This label is now preventing me from rebooking my flight.Despite numerous attempts to resolve this through Lufthansas customer service, the issue remains unresolved. I am seeking your assistance in addressing this matter and holding Lufthansa accountable for their poor customer service and misinformation.The employees have been misleading and have displayed unethical sales practices, trying to upsell me every time I callInitial Complaint
Date:05/30/2024
Type:Product IssuesStatus: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.
Travel Reservation Number: ****** ON 5 Feb 2024, I purchased Premium Coach tickets with Lufthansa for round trip from CVG to ESB for travel on March 12 and returning on March 20; The ticket was for $2135.40. I also purchased Seat Assignments for both directions (trans-Atlantic legs) for $72 each way. I also paid for an upgrade to business class on March 9, $560.13.On March 10, I received notification from Lufthansa that they were canceling the March 11 flight due to a strike by their employees. I was eventually able to get Lufthansa to rebook my now-business class ticket to a basic Coach ticket with United. I flew with United in a Coach seat.Lufthansa owes me $704.13 (the cost of the upgrade to business class and the purchase of a seat assignment I did not use ($70 x 2)) PLUS the difference in price for a Premium Coach vs a basic Coach seat, I estimate that to be around $1000 as I am not able to access pricing information for the day I purchased the tickets.I have contacted Lufthansa multiple times and filed a chargeback with my credit card. Lufthansa has refused every attempt to refund money for services they did not provide.Initial Complaint
Date:05/29/2024
Type:Product IssuesStatus: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 booked flights from ***** to ********/******* for two adults and two children on Lufthansa's official website, but the experience has been a nightmare.First, our itineraries were changed multiple times without consent. No valid reasons were provided, causing significant disruptions to our travel plans. Second, their customer service was unprofessional, unhelpful, and dishonest. Lufthansa canceled a flight in my itinerary on February 1, 2024, and their website indicated a refund could be requested. When I attempted to do so, I was directed to contact a customer service agent. The agent cancelled the itinerary and promised a refund within a few days. However, a week later, I had not received the refund. When I contacted customer service again, the agent informed me that I would not receive a refund and that my only option was to change the itinerary. Despite explaining the previous promise of a refund, the agent refused to honor it and was extremely impatient. In mid-May, my spouse, who is pregnant, was advised by her doctor to postpone her flight due to potential complications. After we providing medical documents, an agent told us that changing the itinerary would cost $427.50, which we accepted and received a confirmation email. Later that day, another agent told us the correct cost was actually around $2,300, not $427. At that moment, we had made many changes in our travel plans that could not be reverted. This change put us in a situation where we had no choice but to accept the price increase. Despite acknowledging the previous agents mistake, this agent refused to help us in any way, stating we had to either accept the new price or cancel our itinerary. The agent was very unhelpful and impatient, refusing to explore more affordable options or assist us in any way. The conversation with this agent (he said his name is *******) was truly irritating.Customer Answer
Date: 06/22/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
***************Initial Complaint
Date:05/29/2024
Type:Product IssuesStatus: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 had a plane ticket with Lufthansa last May. I got ill and ended up in an emergency room. The doctor prescribed no travel for 2 months. I asked Lufthansa to reimburse me. I completed their online reimbursement process for medial situations and provided them with the required documentation from the hospital. I never got an answer. I emailed them twice, including the *** in the email. Never got an answer. Completely dismissed me.Customer Answer
Date: 06/23/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
Date:05/23/2024
Type:Product IssuesStatus: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 March 14th, 2024, I had a flight scheduled with Lufthansa from the *** to ***** via ********* (booking reference: ******) for myself and my 23-month-old son. We were denied boarding due to needing a valid US ***** a requirement not communicated during booking or outlined on Lufthansa's website. Despite inquiring with Lufthansas customer service before departure, this was never mentioned, leaving us blindsided at check-in.This lack of transparency and communication is unacceptable. I had previously traveled with Lufthansa without issue. So, I booked with them again. Furthermore, the Lufthansa staff's treatment during this ordeal was appalling. They were dismissive, rude, and unsympathetic. This level of disrespect for a paying customer is deeply concerning. To encounter such an unexpected obstacle was distressing, especially when traveling alone with a young child.Due to Lufthansa's oversight, I had to purchase an alternative one-way ticket to ***** at a much higher cost than my original round-trip fare. I was not even allowed to reinstate and use of my return tickets from ***** to the ***. So, I had to purchase the return tickets as well. I initially requested a full refund for the $2,345.72 spent on the Lufthansa tickets but was only refunded $272.92. In additional to emotional stress caused by this situation, I incurred expenses totaling over $5000. But, Lufthansa has not addressed my concerns adequately. My requests for a full refund and additional compensation remain unsatisfied even though it is clearly a mistake on their part. I kindly request the BBB's assistance in resolving this issue and ensuring Lufthansa provides appropriate compensation for the financial and emotional hardship they caused. I seek a full refund of the $2,345.72 spent on the tickets and reimbursement for the additional expenses incurred due to Lufthansa's failure.Thank you for your attention to this matter.Initial Complaint
Date:05/23/2024
Type:Product IssuesStatus: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 lost our luggage in July 2023. We filed a claim in August following their procedures. We had to purchase personal items and were told that we will be reimbursed according to their policies. We provided the receipts. They indicated that we were going to be reimbursed and they requested the bank information to wire the funds. we provided all the requested information. on May 27, *****, I just received another email indicated that they need the address and again the receipts.This request was done two months after indicated that we will be reimbursed.I upload of of the many receipts.Initial Complaint
Date:05/22/2024
Type:Product IssuesStatus: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 a round way fight from Frankfort/Detriot. it was far cheaper to book a round trip rather than a one way flight, as I am moving from *** to Germany, I did this with the end goal of Germany. Lufhansa canceled my flight without notice as I was not on the first flight (i was only using the flight to Germany). I found this out trying to check in to the flight (within 24 hours of takeoff). I called Lufhansa and they made me rebuy the ticket, as well as purchasing a new ticket back, even though i was staying in Germany. The return ticket back cost around $1700. I was informed there were two ticket prices, one the cheapest and one i could change, i paid the more amount in order to be able to change. Flash forward to me being in Germany, calling to see when is the latest i can change the date and everything - a woman told me this is all possible, with changing to a round ticket and changing the date. she stated as long as i call before june this is not a problem. I called today (May) several times, getting various answers, from not being able to change the date or round trip, to i can change the date but not round trip, and i can change but theres a ton of fees (remember, i already paid the higher price to be able to change). *** now been waiting for a manager for an hour with no sign of stopping. i just want a refund at this point. it feels like ive effectively set over 1700 on fire.NOT TO MEANTION THEY MISPLACED MY LUGGAGE ON THE FIRST FLIGHTCustomer Answer
Date: 06/16/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
Date:05/20/2024
Type:Product IssuesStatus: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 am writing to express my extreme dissatisfaction with the recent cancellation and rebooking fiasco surrounding my flight. It is completely unacceptable that my flight was canceled two weeks prior to departure, and I only found out by checking your website myself with NO notification from Lufthansa.Following the cancellation, your customer service team rebooked me onto another airline (same class as original ticket business class), promising a new ticket within 30 minutes. However, a day later, that rebooking was also canceled without any explanation. This cycle of rebooking and cancellation repeated itself twice each time with assurances of a confirmation email that never arrived.To top it all off, upon finally receiving "confirmation," I discovered that the rebooked flight was completely different from what I originally booked. Not only is the layover significantly longer, but the return ticket has been downgraded to economy class all without my consent! When I questioned these unauthorized changes, your customer service team falsely claimed I had authorized them.This entire experience has been a bureaucratic nightmare, filled with empty promises and a blatant disregard for my original booking.Frankly, this is not the level of service I expect from Lufthansa. I demand immediate rectification of this situation.Initial Complaint
Date:05/15/2024
Type:Product IssuesStatus: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 2 business class tickets and need to change my travel plans due to a complicated personal and work issue. My grandmother passed away last month and I had to take an unexpected amount of work off to travel from ********** to ******* for her funeral. As such, I can no longer take my flight with Lufthansa in a few months or else I will lose my job. I have spoken to countless people at Lufthansa and they have told me that the only option is to cancel a portion of my travels which will cost me upwards of $16,000 for two tickets. I am seeking an exception to have my tickets refunded but I cannot reach customer support because ********************** does not provide their customers with a phone number nor an email. I am also unable to even get a voucher for these flights because Lufthansa has a policy of no vouchers. All of these options only favor the business and do nothing for the customer - I have a simple problem of needing to change my travel plans due to my grandmother's passing and I am offered no flexibility at all. I just need them to cancel my flights and issue a refund so I don't lose my job.
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