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Business Profile

Airlines

Lufthansa German Airlines

Headquarters

This business is NOT BBB Accredited.

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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2024

      Type:Billing 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.
      *************************** Case number ************* *********************** 4/26/2024 To Whom it may ******** 1/08/2024 I booked a flight from ************* to ***************************** (one plane change), coming home from ********* back to ************* (one plane change). It was a non-refundable ticket but I always fly that way and its never been a problem. The booking code was ******. As soon as I put in my information, checked all the boxes and PAID WITH MY CREDIT CARD, I got an immediate message saying the booking did not go through. I called Lufthansa immediately and made sure that it did not go on my credit card. The person said it did not, there was no such booking for me and the code I was just given was not viable. I was advised by the booking agent to go ahead and make another booking. Which I did. That booking is ****** going from ************* to ****************************** (1 plane change) and back home from ******** (2 plane change). Unfortunately, the flights and dates I had on the first booking werent available for the same price, time and date. So, for the new booking, I had to change the flight back to *************, and the date, transfer and city, because I did not have a booking number ******as explained abovebecause of Lufthansa. Not me. I am convinced this was a computer error on their part. When I got my credit card bill, I saw that Lufthansa did indeed charge me for that booking and now I had two flights charged (but still the first booking number was "not viable!). Called AGAIN and this person saw what happened and assured me she would take the double-booking charge off my credit card. But this was not the case and for some reason they did credit $102, but not the whole amount of 1500+ dollars. That document is **************.See upload below

      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,

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

    • Initial Complaint

      Date:04/22/2024

      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 flew Lufthansa from ********* to ******, ** on April 11th with my wife and 2 kids (aged 3 yrs and 10 mo respectively). Lufthansa got delayed by 2 hours at FRA and landed in ****** to refuel instead of our destination EWR (pilot cited other airlines were not making room for Lufthansa and rough weather conditions in **). After waiting at ****** for about 3+ hours, the pilot announced that his shift ended and he could no longer fly to ******. They asked us to get off the aircraft and speak to the airline staff for alternate arrangements. At the baggage claim, the airline staff told me that Lufthansa would compensate for the ticket and any alternate arrangements I would make. I rented a car and drove from ****** to ** that night itself with my family. After reaching home, I filed a claim on Lufthansas site with all receipts of tickets, car rental and gas expenses. Now, Lufthansa is refusing to refund my expenses. I acted based on what Lufthansa staff told me that night. Plus, it says on their website that if a flight is delayed by more than 5 hours, a passenger is entitled to get the cost of ticket refunded, which is the case here. Request you to please help me get my money back please.

      Customer Answer

      Date: 05/17/2024

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

      Despite me explaining the whole situation and uploading the necessary receipts, Lufthansa has refused to reimburse me for my car rental expenses and refund the cost of my ticket. They have sent generic responses to my complaint. Below is the correspondence with Lufthansa.

      my first email-

      I want to add that the flight delay and diversion were extremely inconvenient for me and my family. Me and my wife were traveling with our 2 kids, aged 3 years and 10 months respectively. It was already a long flight from HYD to EWR, and the delay and diversion to ****** made it extremely frustrating and painful for all of us. The airline staff after the baggage claim werent helpful at all. It was like Lufthansa just left us abandoned in a new city. We had a lot of luggage (5 big bags, 2 stroller pieces, 2 carry ons and 3 bag packs) that we had to carry to the rental location. This was in addition to managing 2 little tired and hungry kids. We drove the same night in severe inclement weather conditions from ****** to home in ***********


      In *********, we did not get our stroller even though we were given explicit confirmation in HYD that we would be getting our stroller upon arrival in FRA. We had to go get temp strollers from Lufthansa service at the airport. This caused further disruption in our journey.


      Prior to boarding in ***, we contacted customer service multiple times to upgrade our seats to business class. The calls kept getting disconnected and some reps ***** even want to entertain our request. 


      Overall, Lufthansa was extremely disappointing in all aspects of the journey. Not sure if we would ever fly Lufthansa again. Ill be sure to share this experience with family, friends and on social media.

      their first response-

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



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

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

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

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

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

      **********

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

      my second email in reply-

      Hello,


      The reason for diversion was not just weather.


      1.  The flight took off late from ********* by almost 2 hours. The pilot could never make up the time. The other airlines did not allow Lufthansa to land in EWR due to the delay.


      2. The plane ran out of fuel, hence the pilot had to divert to ****** to refuel. Again poor planning on part of Lufthansa.


      3. The pilot announced that his shift had ended. So couldnt fly from ****** to ****** the same night. 


      4. Your website clearly states that Lufthansa will compensate for any delays beyond 5 hours. See link below.
      **************************************************************************************************************************************





      5. Lufthansa staff themselves told me that they will refund ticket and cost of alternate travel after baggage claim. Based on that confirmation, I made alternate arrangements. 


      This is a serious mess up on Lufthansas part. So please refund the ticket and the cost for alternate transportation, else Ill resort to legal action.


      Thanks,
      ******** 

      their second response-

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

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

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

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

      **********

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

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

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


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

      *

      *

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:04/19/2024

      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 July 16, 2023, we had a flight to *********, Germany. When we were at the gate, the flight was cancelled. There were quite a few people in our group, all that I know have gotten a refund and they acknowledged that I am due a refund but they refused to give it to me. All the other people have gotten their refund back without any trouble and I have been working to get mine back for months and months.The amount of the refund is $1,314.06. I would like to get a refund.

      Customer Answer

      Date: 05/16/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/19/2024

      Type:Sales and Advertising 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 a family trip with Lufthansa via Priceline from ****** to ******* with a layover in ******. Got notice that my flight was changed, when I looked they had rebooked departure from ****** to *******what the heck? This was for my family of four plus my mother who has terminal cancer meeting us at the airport in ****** for last leg of trip from ****** to ******* as she is all Italian and wanted to be there for my childrens first trip before she dies. Kids are 5 and 9. I understand changes happen, but this is one that boggles my mind. After being on phone/hold with 6 different reps at priceline no resolution. Thought we had resolved for a change from June 4-13 and they stated something on Lufthansa end is holding this up. Im beyond upset and heart broken over this for my children and mother. This is real and no sob story. I would like someone from ******** to call me asap. Thanks

    • Initial Complaint

      Date:04/15/2024

      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 have been waiting almost a year for my lost baggage. Reference number (PIR number): ********** Booking code: ****** Flight number: *** Flight number: *** Ticket number: ************* Feedback ID ******** My flight was back in august 12/13 of 2023. I submitted Receipts for my lost luggage and items on Feb 17, 2024, 10:28 AM. I also called and emailed to have this escalated on March 24 2024 and I have still heard nothing!

    • Initial Complaint

      Date:04/15/2024

      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 purchased economy class ticket online on the airline website on 01/18/2024 for $1677.06. I came to know on 01/28/2024 that the airline will charge me for checked baggage. But the ticket booking details showed that I am allowed one checked baggage free of charge. When I submitted refund online the airline refunded me only $115.16 because of cancellation after 24 hours. I submitted complaint form on airline website to provide full refund because economy class baggage policy was not honored by the airline.

    • Initial Complaint

      Date:04/11/2024

      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.
      Subject: Urgent Resolution Needed: Unacceptable Treatment by Austrian Airlines Dear Austrian Airlines Customer Relations,I am writing to express my profound disappointment and frustration regarding the recent experience my companion and I had with your airline. We had meticulously planned and booked our flight well in advance, traveling from *************, *** to ******, *******. However, our plans were abruptly disrupted when our flight was canceled just a day before departure due to a strike on March 28th and 29th.Despite this unforeseen circumstance, what exacerbated the situation was the lack of assistance and communication from Austrian Airlines. Despite our efforts and those of our travel agent to seek alternative arrangements, we were unable to secure suitable flights through Austrian Airlines or its partner, Lufthansa, from *************. Consequently, we were left with no choice but to purchase new tickets at an exorbitant costfour times the price we originally paidresulting in a significant financial burden of $1,500 for two tickets to and from ******.

      Customer Answer

      Date: 05/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/08/2024

      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.
      I and my wife **** are flying from *** to ***** on 4/21/24 using Lufthansa. PNR# ******* On April 4, 2024, I was trying to upgrade the flight from economy class to business class on the first leg from *** to ********* on the Lufthansa website. However, I erroneously got the upgrade for the second leg from ********* to *****. As soon as I saw the wrong upgrade, almost instantaneously within minutes, I called the Lufthansa customer service for help in canceling the upgrade, however, they refused to help. I am, therefore, requesting BBBs help in canceling the unwanted upgrade and getting a full refund of the $720 that I paid.

      Customer Answer

      Date: 05/03/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/08/2024

      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.
      I am seeking a cash settlement or a flight credit in the amount of $1,520.00 as compensation for additional expenses for cancelled Lufthansa Flight Booking ******. I received an email on 5 February 2024 from Lufthansa that my connecting flight from FRA to DEL was cancelled. After numerous attempts and unable to reach a Lufthansa agent, I had no choice but to reach-out to a third party (Infinity Travels) who had the ability to rebook my outbound flights for a day later. The cost of the service was $1,020.00 plus I had to forfeit a one-night hotel reservation priced at $500.00 ($250 per person) in ***** that was booked through Silversea cruises. Ive uploaded the invoice from Infinity for $1,020.00 plus the booking from Silversea cruises. The pre-cruise land package of $3,010.00 per person includes an additional optional one night hotel in ***** at a cost of $250.00 per person which was forfeited due to the cancelled flight (LH760) from ********* to ***** on 7 February 2024.

      Customer Answer

      Date: 05/02/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/08/2024

      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.
      Booking ref: ******; Flight # LH 430; April 5, ********* to ******* Our flight LH430 on April 5th from ********* was delayed by few hours due to mechanical issue. Once we boarded the flight and takeoff, the pilot announced that one of the engine could not detect fire and the fuel had to be dumped mid air after 2 hours in the air and the aircraft had to turn back to *********. Our flight was cancelled and we were stranded with no food or drinks and had to run around the airport to find a customer desk for another flight. After much trouble and frustration we found the help and was able to find a flight thru different airport connections and landed to a final destination at *** instead of SNA airport. The whole debacle caused us over 5-6 hr delay with mental, physical frustration and fatigue. I filed a case with Lufthansa customer service file ********. Per the ** REGULATION

      Customer Answer

      Date: 05/02/2024

      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.

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