We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Lufthansa German Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

Lufthansa German Airlines has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 898 total complaints in the last 3 years.
    • 168 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2024

      Type:Product Issues
      Status:
      Unanswered
      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.

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 recently flew a United airline flight. ******. Ticket # *************. When attempting to gain credit on my United rewards I was told that Lufthansa has claimed the miles under an account that I do not own. I have no way of accessing the account. United has told me that the only way to get these miles is if Lufthansa takes them off of this account. I have called and chatted several times with Lufthansa to no avail. Please help clear this fraudulent action and give me access to my miles.

    • Initial Complaint

      Date:05/10/2024

      Type:Product Issues
      Status:
      Unanswered
      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 was traveling from ******** **** to ****** ***** on December 12th 2023. I arrived in ****** on December 14th 2023 at 2 AM and one of my bags did not show up at **************. I was traveling on December 15th to *******. No one knew where my bag was at the airport and they were not sure when it would be found. Upon inquiring with Lufthansa, they were not aware where the bag was either and could not trace the bag. I filled out a delayed bag form and was told to come and collet the bag from ************** when it would be found. My trip involved going to different cities and I was not reaching back to ****** till the December 22. I was not staying at any location for more than 24 hours as I was attending many different events so the bag could not be delivered anywhere else other than my local ****** address. I was leaving ****** on December 15th, 2023, and because of this inconvenience I had to replace all the necessities that were in the bag that never came which included shoes, clothes, jewelry, and other accessories that was necessary to attend functions. I did not get my bag till December 22nd. On my way back from *****, I was asked to pay an additional $100 for a bag. I am a gold member of United Airlines, before I had left I had called the Lufthansa multiple times to clarify the baggage allowance for myself and for my companion. I was told by four different representatives that I am allowed to have two bags and my companion is also allowed to have two bags each weighing 23 kg due to my gold status. Yet I was told to pay $100 or else NONE of my luggage will be placed on the plane. Once I paid $100 the employee said that I actually didnt need to pay them money and to claim the money back by filling out a form. I was put through a hassle for no reason. I submitted all the proof to Lufthansa and got an email back stating the amount will be credited in march but have not gotten anything yet. I have sent many emails and have not heard anything back since then.

      Customer Answer

      Date: 06/03/2024

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:05/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The amount of ****** per seat was paid for two seats to upgrade to extended legroom for a flight on May 1st from ****** to *********. The purchase was made via the telephone call centre in ***** (Credit card charges are attached). Upon arrival at the check-in counter on May 1st, we were told that the seats could not be used, and we were instead given regular seats (Row 25-A and Row 25-B (Photo attached). I asked if they would refund us, and the person at the check-in advised me to fill in a form online to request a refund for the service we would not be provided. I contacted Lufthansa via the form, and they have repeatedly told me via email that I will not be refunded for the service that I paid for and did not receive. I believe that the seats are:- regular seats (not extended legroom)- not reserved (changed last minute)I believe I should receive a full refund of this charge. Thanks. ****.

    • Initial Complaint

      Date:05/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was flying back from ****** to ******* and Lufthansa lost my baggage on 08-25-2023 and i made claim. Claim number ORD*******. After 2 months of not finding my baggage Lufthansa asked for listed items which was listed, and they agreed to settlement of $2330 in total. Check should be arriving with in 4-6 weeks. In meantime bag showed up, I called Lufthansa and told them bag arrived but its completely damaged and items inside are total loss. They still told me check will be send and since that nothing. I tried to contact the ** several times, made so many attempts and no results has been done. I have to replace the bag, items and no refund has been issued.

      Customer Answer

      Date: 06/01/2024

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:05/08/2024

      Type:Product Issues
      Status:
      Unanswered
      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 does not refund booked seats on date change for a flight leg, automated system did not warn, change TOS does not mention loss. Refund for suitcases can only be processed via phone/email/mail and is not automated when the leg is executed by a codeshare partner.

      Customer Answer

      Date: 06/06/2024

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

      [Your Answer Here]

       Business had me call a German call center 3 times and only offered to refund the luggage, that after I book new luggage and fill out a form they never send me a link to.

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:05/08/2024

      Type:Product Issues
      Status:
      Unanswered
      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 27th 2022, I booked 2 Economy Basic tickets on Lufthansa, confirmation code ******. We paid extra to book Economy Basic since this ticket allowed for "Rebooking." We were informed by multiple service representatives that rebooking was permitted within 2 hours of the flight departure time. The terms of the rebooking state that you can rebook the flight and ONLY pay the fare difference, no fee required. The Lufthansa website also stated that you can Rebook either online or through calling the service center. Our flight was set to depart on May 12th 2022 at 21:10h and we tried multiple times through their service center and online to rebook the tickets and have been unsuccessful at doing so for just the fare difference. The tickets were $886 per person and while the new tickets showed as $1,730pp online, which results in a fare difference owed of $843pp, the Lufthansa customer service representatives kept stating that the fare difference is $1,530 per ticket. Additionally, when we attempted to rebook online through the "rebook" button, it brings us to a page that only has a "refund/cancel" button as an option. Due to the fact that these tickets needed to be rebooked by 19:10h May 12th 2022 and their customer service agents were unable to rebook for the fare difference amount of $843pp, we were forced to assume that the "refund/cancel" button would result in a credit to our account of ****** or $1,773.54 in total which we would then be able to use to rebook our tickets for another date/time. We never received this credit and have tried on many occassions over the past two years to work with Lufthansa to obtain it. Per their website, "Rebooking without fee (fare difference may apply)" their inability to rebook us at just the fare difference was a violation of terms presented on the website (which is advertising fraud). We have tried over 10 times to speak with Lufthansa and get this resolved via phone and email. Hoping you can help

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 3/29/24 I purchased a ticket through United Airlines for Lufthansa Flight UA8849 departing Saturday 4/27/24 from ********************************, landing directly in *****, *******. I spent $2009.50 total on the round trip to and from *******, Germany. I boarded the flight on 4/27, but approximately 2 hours in, we were told we had to turn around. The plane turned around, and another 3 hours later we de-planed. Lufthansa personnel did not greet us. No one told us what to do about our bags or where to go. The terminal service desk was vacant at 4pm local time. We had to leave the terminal. I stood in line for 2 hours only to be told I was rebooked on a different flight and I had no power to change this. However I never got an email, no texts, no notice in writing at all about the change in flight itinerary. I found out by searching my own United confirmation code that I was booked on a United flight, not through Lufthansa, and I was booked going to ***** through ******. I was provided with a paper hotel voucher without direction about my bag, where the to find the hotel shuttle, etc. ********* did not even have a hairbrush to purchase, and the food quality was poor. I never, ever received any communication about my rebooking. I spent a lot of money in my own time and additional food and toiletries.

      Customer Answer

      Date: 05/31/2024

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

       

       The airline is somehow claiming that a "third party" was at fault for turning around the aircraft, which cannot be possible. They did not provide any details on how they plan on proving this. They did not address my concerns regarding the time wasted waiting in line for no resolution, my inability to book a better flight even at my own expense, and they are not following their own reimbursement policies as dictated in the EU. 

       

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

    • Initial Complaint

      Date:05/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 29, 2024 I made a booking with Lufthansa for $******* for a flight on Mar 2, 2024. Hours later on the same day (of booking) I received an email that the flight was canceled. I booked through another airline for my trip. Later Lufthansa refunded me $90 for the price of extra suite (I included in the flight) but they didn't refund me the ticket price although I never used any part of it. I've been calling since and they keep giving me conflicting answers. They gave me transaction number Feedback ID ********. And they send me an email stating they can't issue a refund:"Kindly note that Regulation (EC) No. 261/2004 applies to flights departing from ** member states and flights arriving in ** member states from third countries. This means that we cannot accommodate your request for compensation."So, in short, they canceled my flight and charged me ******* for something I didn't use and they've been very rude on the phone promising to solve the issue and never solving it.

    • Initial Complaint

      Date:05/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 canceled my flight and I had to buy another flight and pay on my own. That was over 90 days ago. I made a Feedback I online as requested by Lufthansa and to this day, they have not paid me back for the flight that they cancelled.

      Customer Answer

      Date: 05/27/2024

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

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

    Lufthansa German Airlines is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.