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 Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  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:01/22/2025

  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.

  Baggage Delay and Terrible Experience: I flew with Lufthansa, and my checked-in bags are in ********* & won't arrive for 4 days despite 10 daily flights to the **** Ive followed up with their customer care and baggage teams, but they either lie or redirect me to close the call.I voluntarily checked in my carry-on to help flight operations, but now Im without essentials; reimbursement policy is inadequate.Ive flown over 300 times and am usually tolerant of minor issues. However, this return leg was the worst experience of my life.In-Flight Experience:Seat Issues: Pre-selected seats were reassigned. Worse legroom than even low-cost carriers.Entertainment Failures: TVs on both legs didnt work, with poor touchscreen ************* Options: Despite two options on the menu, only one was served to all passengers Transfer Chaos: No direct transfer as promised due to delayed arrival. Improper guidance at Lufthansa airport Carry-On Check-In: Voluntarily checked in my carry-on but was placed in the last boarding group, with no space onboard Faulty Seats and Toilets: Seats were hard to recline; Old toilets & poorly maintained Post-Flight Nightmare Delayed Bags: Both bags missed the connection despite the 45-minute window.Customer Service Runaround: Repeated calls to the baggage team were unhelpful. Agents lied, denied escalations, & gave inconsistent information. One suggested visiting the airport (with full expenses reimbursed) but backtracked when asked for written confirmation. Despite the tracker showing my bags in *********, they claimed the bags were "yet to be found." Supervisors were unavailable & gave lame excuses that all upcoming flights are full. Spent 3 hours across three calls, only to receive poor service, broken promises, and no resolution for bags Compensation to be given by ********* I demand full ticket reimbursement and full $1,800 under the Montreal Convention for the delayed bags. Lufthansas negligence and poor service are unacceptable.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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 flew from ********* to ************** on 6/22/2024. Lufthansa lost one of our luggage. I did all the required forms online as requested and submitted a list of items that were in the list bag. Now, seven months later and Lufthansa does not want to find our bag nor give us a compensation for the lost items. Even though on 8/31 they requested my bank information and I sent it. Then two months later they asked me for receipts for the items that were in the lost luggage. Nobody keeps receipts for their own personal items !!!!! Dont ever use this airline. 7 months and I cant just have a phone call with the responsible department

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lufthansa German Airlines has been resolved. Lufthansa compensated us for the lost luggage  
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/21/2025

  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.

  I am writing to formally lodge a complaint regarding the unacceptable treatment I received during my recent flight with Lufthansa Airlines from *************************** to ****** Germany. I had specifically paid extra for additional legroom and pre-selected an emergency exit row seat at the time of booking, a decision I made in order to ensure a more comfortable flight for myself and my minor child. I suffer from anxiety and claustrophobia. However, upon check-in at the *************************** the gate attendant did not book the correct seats, we were both assigned seats 38J and 38K, located in the last row of the plane, without the extra legroom I had paid for seats 28 A/B.This discrepancy was particularly upsetting, as I had confirmed my reservation and seat selection online, and my credit card had already been charged for the additional service. When I raised this issue with the flight manager, I was informed that the only available seats were 38J, but was met with no apology or sympathy to their mistake and made no effort to resolve the situation. Despite the flight not being sold out, the manager was unaccommodating and refused to provide any alternative seating assignment. This mistake increased my anxiety and stress of being placed in a cramped middle row seat for a long-haul, over 9-hour flight with a minor child. The flight manger was very rude and I was dismissed without any form of empathy or understanding.The behavior and attitude displayed by the Lufthansa Airline gate attendant and flight manager was not only unprofessional, but also constitutes a clear violation of the terms and conditions I had agreed to when purchasing my ticket. This situation feels like a bait-and-switch tactic, as I was promised a service I did not receive, resulting in significant discomfort and emotional distress. What was supposed to be a happy holiday vacation turned into a nightmare due to Lufthansa Airline staff incompetence.

• Initial Complaint

  Date:01/16/2025

  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.

  One of my two flights was cancelled not even 24 hours before departure. I had to find a driver to drive me 413 miles to the airport to catch the second flight. I sent a claim for reimbursement to Lufthansa which got approved and I was told to provide my banking information which I did. Now they refuse to pay. I expect being reimbursed for at least the gas I had to pay to get to the airport. Furthermore it is unacceptable that I only got $25 for the flight from ********* to ******. They cannot tell me this flight has only a $25 portion of a $1762.20 flight!

  Customer Answer

  Date: 02/09/2025

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

• Initial Complaint

  Date:01/14/2025

  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.

  The airline lost my luggage during my trip in ******. I never received my luggage back in ****** with 9 days left of my trip. I received my luggage when i got back to *****************. I had nothing during this time in ****** and i had to buy makeup, toiletries, and all clothing. I bought sparingly in hopes i would get my luggage back. I also had to buy another suitcase. Not only was this an extra cost to me, it ruined many plans for my trip because I had to go shopping.When I contacted the airline about reimbursements I provided all of my receipts and information, Lufthansa replied and said I qualified for a full refund and to provide my banking information. I provided this information and then never heard back. I've called the company, they said they would call me back and never did. I've filled out multiple forms -- no response. I didn't even ask for my flight money back, just the charges i incurred due to them losing my luggage. my total spend was $1034.50 euros. Lufthansa Feedback ID: ********

• Initial Complaint

  Date:01/09/2025

  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.

  Lufthansa Airline Flight number and dates of travel: ***** June 11, 2024 Reference Number: *********************** Seat Upgrades: 18B and 18C Purchase Date: June 6, 2024 Actual Seats: 29H and 29J Charged: $355.00 On June 6, 2024, we purchased two seat upgrades for flight ***** from ******, Germany to ******, ********. Despite being charged $355.00 for this upgrade, we did not receive the upgraded seats upon boarding. Multiple attempts have been made to resolve this issue through Lufthansa's customer service channels, but regrettably, we have not yet received a refund or a satisfactory ************** a result, we reached out to our bank manager at ******* in ************, **, on November 13, 2024. They conducted an investigation but informed me that I had missed the 60-day deadline which was communicated to me over the phone last week. Although I received a letter in the mail prior to that call, I escalated the matter up the chain of command. During this process, I was told orally that they stand by their decision and was then advised to contact Better Business Bureau. I have been waiting for their official letter, but it has yet to arrive. The case number is as follows: **************

• Initial Complaint

  Date:01/08/2025

  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.

  I travelled on Lufthansa from ****** round trip to *************, ******* on June 15th 2024 and returned on July 1st 2024. Its a very long story but my flight back on June 29th was cancelled and I was rebooked from ************* to ********* to ******** then back to ********* (due to a flight delay) then finally back to ****** on July 1st. Upon my return, I discovered that one of my luggage never made it back to ******. I filed a missing luggage complaint on 7/6/24. (B*********). They gave me a FEEDBACK ID ******** .I was asked to send my receipts in an encrypted email through the link on their website. I filled out the claim online on their website and after several attempts of calling and back and forth emails, I finally received an email stating that they have decided not to refund my luggage and the missing contents . Below is the email sent me on 10/15/24.Dear ***** ******, Thank you for your inquiry dated October 10, 2024. We apologize for the delayed response. We understand your wish to receive compensation. Please allow us to clarify why we are unable to fulfill your request. Our decision has been carefully considered, taking into account, as the shared receipt is invalid. Of course, our decision was made after assessing carefully considering the legal liability along with goodwill considerations. Therefore, we kindly request your understanding that we choose to uphold our decision and consider the case closed. Should you wish to use Alternative Dispute Resolution (ADR), please be advised that Schlichtungsstelle *************** e.V. is competent to deal with your complaint and Lufthansa is prepared to submit to an ADR procedure operated by this arbitration body. Schlichtungsstelle *************** e.V.************************************ Sincerely, ****** ******** The link is all in German and I cannot understand nor communicate in the language nor reach someone to speak with. I need help for refund $1618.28 cost of luggage +content

  Customer Answer

  Date: 02/01/2025

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

• Initial Complaint

  Date:01/07/2025

  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.

  I am writing to formally file a complaint against Lufthansa Airlines regarding the transportation of my pet, which resulted in significant financial loss, emotional distress, and logistical complications. Despite my repeated attempts to resolve the matter directly with Lufthansa, I have been met with a refusal to take responsibility for their errors. I am seeking the assistance of the Better Business Bureau (BBB) to help mediate this issue and ensure that Lufthansa takes accountability for its ********** July 2024, I booked a flight with Lufthansa for myself and my dog, to travel from ******, ****** to *******, ***. As part of the booking process, I confirmed all necessary documentation according to *** regulations. I received a confirmation email from Lufthansa on July 13, 2024.However, when I arrived at ************** on July 22, Lufthansa refused to allow my dog to board the flight to *******. On July 23, 2024, I called Lufthansa customer service, and a representative acknowledged that the refusal to board my dog was Lufthansas mistake. After several more phone calls on July 24 I was finally connected to a Lufthansa supervisor, who once again confirmed that the refusal to board my dog was Lufthansas fault. He assured me that Lufthansa would take full responsibility for the situation. I was left to handle the issue independently. I ultimately had no choice but to hire a third-party pet transport service, Airpetservice, to ensure that my dog would be transported safely to *****************. This service cost me a total of $2,860. I filed a formal complaint with Lufthansa on August 14, 2024, providing all necessary documentation to support my case. On November 14, 2024, Lufthansa claimed that they could not reimburse me for the costs.Thank you for your attention to this matter.Please feel free to contact me if you require any further information or documentation.

• Initial Complaint

  Date:01/02/2025

  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.

  What a nightmare experience with Lufthansa!We booked a flight for my 74-year-old mom directly on Lufthansas website to avoid third-party issues. Her itinerary was clear: LH1007 from ******** to *********, then LH4400, a direct flight from ********* to ******Two months in advance, we requested wheelchair assistance, as shes elderly, doesnt speak English, and needed extra help. I even prepared a letter in English with my contact info and her destination.On Nov 09, 2024, we waited over 4 hours at *************. Lufthansas counter was closed, and no one could be reached. The police and immigration had to get involved to search for her. It turned out they rerouted her mid-journey to ************* before sending her to ******** one from Lufthansa called us or offered assistance. In Germany, she had to seek help on her own at the airport desk. In **, she was left alone againoverwhelmed, crying, and barely walking. She gave them the letter, and thankfully, someone helped her onto the final flight.Lufthansa claimed she missed her flight, yet her luggage was already transferred to the DC flight. It seems they overbooked and changed her flight midair without informing us.Ive filed a complaint on Nov 11th,2024 (Feedback ID *****************, but every call ends with, ************* will contact you. Its been weeks, and no one has reached out. Were worried about her return flight in a few weeks after such a traumatic experience.

• Initial Complaint

  Date:12/27/2024

  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 family and I had a trip booked through Lufthansa from ****** to ******, ****** - ******, and ******-****** , ******- ******. While we made the first half of the itinerary (****** - ******) without any issues, it was not the same for our trip back. When we arrived at ************** on Jan 11, 2023, we were not given our boarding pass since Lufthansa's ground crew argued that we needed a transit **** for Germany. We tried explaining to the ground crew that US citizens and permanent residents don't require a transit **** to go through the ** if the transit time is less than 24 hrs., which we fell into since we had a layover of only 5hrs in ******. We missed the flight since the ground crew didn't give us our boarding pass and we were stranded at the airport for 2 hrs. with our 1 yr old baby. We took the next available flight at our convenience and flew to the **. I guess the Lufthansa crew soon realized their mistake after numerous calls and they sent us an email stating we are entitled to a refund (attaching the email). After coming home, we called the customer care/support team and they opened a claim for us, initially, the customer care team agreed to provide a refund and asked for my bank details which we provided. We never saw a refund come to our bank account. We tried emailing them a few times but they simply deserted us. A few months passed by and we were told that it may take about over a year to get some action on the case. After another couple of months, we got a response from Lufthansa's team trying to blame us for the incident by stating that we had incomplete travel documents. We had to repeat and explain ourselves to at least 5 - 6 different Lufthansa team members that we had the correct and complete documents during our travel. After providing another set of evidence they deserted us again and stopped responding. PS: I ran out of space for the rest of my description. Please refer to the attached Description.pdf for my entire problem statement.