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

    • 908 total complaints in the last 3 years.
    • 167 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:12/09/2024

      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.
      My name is *** and I am a travel agent in ********. I booked one of my corporate clients a ticket with Lufthansa travelling from ***** to ********* continuing to ****** on the 3rd June 2024.I received a debit memo for $12,125.40 This debit memo was paid for, however since it was an unused and non-refundable ticket, I have been trying to reach out to someone in order to receive a credit, or a coupon whereby this can be used in the future. I don't think it's fair to my client to pay such a huge amount of money for a ticket, and it cannot be refunded or have access to a coupon. I've reached out to the ************************ with no luck. I'm unable to get in contact with anyone that's able to assist me with this situation, which led me now to this department. I am kindly asking that you please try to assist me in the best way possible.

      Customer Answer

      Date: 01/03/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/05/2024

      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.
      So, we booked our flights through Lufthansa and we found out my wife was pregnant later and were told it would be trimester and have lot of appointments, so they have a non refundable policy but are allowed due to medical reasons and I emailed them the necessary documents and they are not responding back at all they keep telling they are have not verified yet and its hard with them, they keep telling different times.

    • Initial Complaint

      Date:12/04/2024

      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 writing to express my deep dissatisfaction with the service we experienced during a recent round-trip flight with Lufthansa. Despite repeated attempts to resolve these issues, our concerns remain unaddressed.Both flights were significantly delayed, and assistance during these disruptions was inadequate.Despite checking in together as a family, we were seated separately. When we raised this issue, our concerns were dismissed.A member of our group fell ill during the flight. Due to the separate seating arrangement, she had to fly unattended for hours without necessary support.We have reached out to lufthansa multiple times over the past few months without receiving any response. This lack of acknowledgment and resolution is deeply disappointing and falls short of the standards we expected and paid for from Lufthansa.Please address this matter urgently. I look forward to a prompt response and a resolution to our complaints.

    • Initial Complaint

      Date:12/02/2024

      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 had to change my flight and required premium economy for extra legroom. The agent quoted $800 for the change plus $150, but this did not match the price I saw online. When I asked for a breakdown, he refused. I also requested the removal of a pet from my booking, but he didnt clarify if it was refundablehe just claimed it was removed. When I asked to speak with a supervisor, he denied the request and refused to provide his identification number.Later, I tried to change my flight via chat, and was told it would cost $150, with no refund on the upgrade. The agent also told me there was no way to contact a supervisor. However, I was later told by chat support that I could reach a supervisor by phone. The agent denied this and also refused to identify himself. Eventually, I agreed to the $150 fee, but the upgrade cost turned out to be $1,500significantly higher than originally quoted, likely due to misinformation.I then tried to upgrade at check-in. The website offered an upgrade to business class for $490, which I accepted. However, I was upgraded to premium economy and had to pay for an additional checked bag. Had I known this, I wouldnt have paid for the upgrade. The gate staff expressed surprise at this situation and confirmed business class was sold out, but they acknowledged that Id done everything correctly.The overall lack of transparency, conflicting information, and poor communication were frustrating and misleading. I was unable to make an informed decision due to unclear, sometimes contradictory, information from agents. I expect a thorough review and appropriate compensation for the confusion and inconvenience caused.

      Customer Answer

      Date: 12/26/2024

      Better Business Bureau:

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

      Sincerely,

      *** *******

    • Initial Complaint

      Date:12/02/2024

      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.
      I took a flight with Lufthansa on November 11th that went from ******, to *********, and then to my final destination in *******. They made me check my bag at the gate in ****** (unnecessarily) and then the flight was delayed. This caused my bags to be left in ********* while I made my connection to *******. I had business meetings the next day in ******* so I had to go and buy new dress shirts, shoes, belt, and undergarments (which was both inconvenient and incredibly stressful). It has now been over 3 weeks after submitting a request for reimbursement and it is impossible to get a response from them. I have written them multiple times to follow-up on a request for reimbursement of expenses related to delayed luggage. The ** ID is ********. I am expecting to be fully reimbursed for expenses pursuant to Article 19 of the Montreal Convention, which makes airlines responsible for luggage delays. The flight was LH408 from ********* to *************************** on 11 November 2024 at 10:25.

      Customer Answer

      Date: 12/26/2024

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

      They asked for bank routing details but have not yet made their payment or confirmed receipt of my information. 

       

       

       

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

    • Initial Complaint

      Date:11/26/2024

      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.
      Hi,Please refer to an earlier files complaint under Re: ID # ********- United Airlines****** Since United Airlines have redirected this case to Lufthansa AG, I would like to open this with them.Summary: I had booked a ticket for my mother from EWR (******) to DEL (Del) thru United Airlines (flight operated by Lufthansa). The ticket clearly mentioned a $100 fee for an additional piece if luggage. Upon reaching the airport Lufthansa charged me $200 without showing me any evidence of the charge. ****** has responded that this case has to be taken up by Lufthansa. Request intervention here Regards ***** *****

    • Initial Complaint

      Date:11/25/2024

      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 writing to formally lodge a complaint against Lufthansa regarding my recent travel experience, which has caused me significant inconvenience and financial loss.Flight Details:Airline: Lufthansa Outbound Flight: ***** on August 30, 2024 Return Flight: ***** on September 3, 2024 Ticket Number: ************* On September 3, 2024, my 11-year-old son and I were involuntarily denied boarding on Lufthansa flight ****** This is despite the fact we i) had valid boarding passes; ii) presented ourselves at the gate on time; iii) posed no security or safety risk; iv) all required travel documents were in order.This unexpected denial forced us to incur substantial additional expenses to secure alternative travel arrangements. According to ** Regulation 261/2004, we are entitled to compensation and reimbursement of additional costs incurred.Following this incident, I submitted a compensation claim of $1,409.70 through Lufthansas feedback website (Feedback ID: *********, including all relevant receipts for the extra expenses we incurred. Despite several email exchanges, Lufthansa ultimately responded on October 28, 2024, stating that we are not entitled to compensation and that our case is closed. This response is inaccurate, as it incorrectly claimed that I did not provide any receipts. In reality, all necessary documentation was attached to my original claim.I formally disagreed with Lufthansas decision on October 28, 2024, but have yet to receive any response or resolution to my complaint. The lack of proper communication and the misrepresentation of facts by Lufthansa have left me with no choice but to seek assistance from the Better Business Bureau.

    • Initial Complaint

      Date:11/01/2024

      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 forced me to check in my carry-on luggage at *** on September 26th 2024. I Was notified when I arrived in ***** that my baggage would be delayed. Luggage was not found until October 8th. I submitted FB ID ******** with ********************** for baggage delay reimbursement for necessities purchased for my 4 week trip overseas.There has been no resolution. Lufthansa will not respond to my emails or phone calls since email October 3rd, 2024. When I call, they say someone will call me back in 24 hours and no one calls back.I expect a refund of $1400

    • Initial Complaint

      Date:10/29/2024

      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 flew with Lufthansa back in December of 2023 and they lost my luggage. I filed a lost luggage claim as well as submitted all requirements via Lufthansa website. They lost a total of over $3000 dollars in items. I have submitted the claim via the website provided receipts and no reimbursement. I have called and emailed over 50 times and am unable ti speak with anyone who can help in the matter.

    • Initial Complaint

      Date:10/28/2024

      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.
      In February I bought a flight ticket to my parents from ******** to ************* with Lusfthansa. Before their return flight they recieved an email from Lufthansa which stated that the flight was canceled and had been rebooked with an other flight on a different day. Because of this issue they got trouble in their work place and caused a lot of problems on the end of their vacation in the ***. I contacted with the Lufthansa about this issue (Feedback ID: *********, and they said that we are eligible for 1400 compensation. They wanted my banking information. I shared my information with them, but they said they are unable to transfer money to my US based bank account. After that we used my moms ************* account. They said they will send the money shortly. After several weeks of no history of the transaction we contacted with them again, but couldnt resolve the problem. In the last few months we exchanged several emails, but the answer was always the same, they asked us to be patient and wait. We are waiting for the transfer since 7 months now. We are kindly ask the BBB to help us in this issue.

    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.