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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:09/20/2022

      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.

      I have booked a flight for my mother in law and her grandson. The first flight was cancelled without notice, When I checked the website, sure enough one leg had been cancelled. I called many times, my wife spoke to someone who wanted to charge her for re-booking, instead I called and the flight was rescheduled. On this second flight again, one leg was cancelled. I called and they told me there was something else available. I have spoken to 7 agents and they have all hung up on. I come on the phone and I am super nice, not to anger them so that they don't hang up on me. TWO of them told me they would call me back, but no call backs or reschedule. They just go on hold and after like 10 minutes call is dropped. It is coming very close to when the ticket is due. I need assistance rebooking this flight

      Hi... the passenger info is as follows:

      *********************** ticket # *** **********  departure 10/3/22

      *********************** ticket #*** ********** departure 10/3/22

      Customer Answer

      Date: 09/21/2022

      Hi... the passenger info is as follows:

      *********************** ticket # *** **********  departure 10/3/22

      *********************** ticket #*** ********** departure 10/3/22

    • Initial Complaint

      Date:09/20/2022

      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 May 11, 2022, Lufthansa informed me via email of the cancelation of a portion of my flights under reservation code ****** (cost $4,256.68). As a result of the cancelation, I was offered to accept the refund and had to purchase a new ticket under reservation code ****** for $4,652.28, $395.6 more than the original. On June 17, 2022, as I was inquiring about another cancelation I had suffered by Lufthansa, the agent on the phone at their **************, explained to me that I had the option to reschedule my canceled trip at no charge. I immediately requested to Lufthansa the refund of the price difference in the 2 reservations above. On July 11, 2022, I received an email from Lufthansa Customer Relations informed me that my request had been forwarded to their ****************** and issued a (Feedback) ** ID number: ************** then, I have tried to speak to Lufthansa agents over the phone, who say that they do not have access to the ** ID numbers, and also I have sent several emails to Lufthansa Customer Relations, without any response or even acknowledgement of them receiving my email. I believe that Lufthansa is stonewalling clients like me, that were subject to cancelations and have outstanding refund claims, by neither providing a prompt refund, nor a reasonable way to inquire about the status of the refund and timing of expected payment. Please, note that, I am filing 2 additional complaints against Lufthansa, for 2 other different refunds they owe me on completely separate reservations. At this moment, I do not know how or where to go with my claim, as Lufthansa ignores my requests. Please, help me.

      Customer Answer

      Date: 10/15/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/20/2022

      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 with Lufthansa airlines on July 11th from ******* to Mykonos ******.,, I arrived but my luggage did not..,, I only just receive my luggage on sept 18th, 2022 and my luggage was damaged.I am seeking a refund for my flight and $100 for a check bag I purchased.

    • Initial Complaint

      Date:09/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 wife and I purchased tickets on Lufthansa LH920 from ********* to ****** on June 4th. The flight was cancelled. They rebooked us on a flight three days later on June 7th, which we did not accept because we were able to arrive at the destination alternatively by train a day earlier on June 6th. I filed a claim (Feedback ID ********* per **********************'s passenger rights rules. We have not been reimbursed and have not been contacted by Lufthansa. It has been more than 3 months since the flight was canceled.

      Customer Answer

      Date: 10/14/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Lufthansa German Airlines has been resolved.

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


      Sincerely,

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

    • Initial Complaint

      Date:09/19/2022

      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.
      ******* was lost on my flight from ********* to ********* I filed a complaint at the airport (2hrs of my life wasted)had to buy a new stroller in ********* Lufthansa agreed, in writing, to:1. send me my stroller back 2. compensate for damages without prejudice since writing this they have disappeared and stopped answering my emails.

      Customer Answer

      Date: 10/13/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/16/2022

      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 wife and I booked a trip to *****, *********** for July 22, 2022 (booking confirmation *************, *************, and record locator number LURPBZ. One of our 3 bags never arrived in our destination, which we were in Europe for 2 weeks. The bag that was lost contained all of my clothes along with my wifes skin care and make up. We filed a claim when we were rerouted to ****** (instead of *****). The reference number was **********. I was told by a customer service agent that if my bags did not arrive with 5 days of arrival, Lufthansa would compensate for lost luggage. We never received bag on vacation but it did arrive at home address several days after returning. We had to purchase clothes and toiletries while traveling. I have submitted the receipts along with all the requested information to Lufthansa and cannot get a response since my original conversation with the agent. That number is BB ID ********. The amount of money spent was very reasonable and we expect a refund of ****** CHF in US currency.

      Customer Answer

      Date: 10/12/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/16/2022

      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 May 5, 2020 I travel to ****** with seven other friends. Upon arriving in Mykonos ******, five or six of our luggage is did not arrive with our flight. The next day, two of the seven other people I travel with went to the airport to retrieve all of our luggage. Upon receiving my luggage, I realized that my luggage was damaged. I also immediately realized that my Apple computer was not inside of my bag. I immediately tried to contact Lufthansa by telephone and was unable to do so. They told me I had to send an email. I did not have Internet access while traveling around ****** and was unable to immediately email Lufthansa. Upon arriving home, I contacted Lufthansa again about my loss. I have sent an upwards of ******************************************************************************************************** June that I would be refunded for my luggage and $1700 from my last computer. I provided my bank information as requested. Several months later and then receive an email stating they would not replace my baggage because I did not fail paperwork for my loss and damages in a timely timeframe. I explain to them several times that I did not have access to Internet while in ****** to file a complaint as well as trying to contact them by telephone but they told me they were unable to take complaints by the telephone, I am going to enclose a screenshot from a customer service representative stating they would replace my items and since then, customer service representative continue to contact me months later and refused to compensate me for my loss. I have been more than patient and understanding but at this point, I feel that this company is trying not to replace my items. This also has caused a loss of work due to losing my personal laptop used for Employment purposes. Im not asking for lost wages however I do need my laptop and my luggage replaced. My luggage was brand new and arrive to me with one and a half wheels. This is unacceptable

      Customer Answer

      Date: 10/12/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/15/2022

      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 arrived at ******************** airport (***) from ********* on Friday; August 26th (LH432). However, my luggage did not. I had a total of two luggages checked in. Given that most of my belongings such as clothes, makeup, etc were in them, I was forced to purchase necessary items until my lost luggage would be found and delivered to me. I was told by Lufthansa that they will cover the cost. However, I have not heard from them in more than 2 weeks. I sent multiple emails, called, nothing. I am expecting this company to cover the cost of the items I had to purchase due to their disorganization. My whole experience with Lufthansa was a disaster!

      Customer Answer

      Date: 10/10/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/15/2022

      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 booked a flight with ******** to travel from ****** to ******* on Sept 6th returning on Sept 13th with my mother. These flights were non-refundable but allowed for rebooking. Due to a family medical emergency I had to rebook my flight to ********* for August 29th to Sept 9th. I was disconnected from 2 calls in my attempt to rebook the first flight and it required over an hour at the service desk in ********* to rebook the second as it could not be done by phone. Furthermore, I upgraded my flight to business class for the 29th and the seat cushion was defective and deflated multiple times requiring me to sit on a blanket for the majority of the 10 hour flight. All of the electrical features of this seat did not function during the trip (reading light, attendant call button, charging port, in flight entertainment). The flight attendants on board attempted to reset the seat but it was not successful in correcting the problem and they did not have another seat to provide. On my return flight, the in-flight entertainment again failed to work. All total I spent $2,307.77 on my flight to and from *********. I spoke in person with Lufthansa customer service at the airport and was instructed to file a complaint online which I have done (August 31st - ID ********* but to date have not received a response from the company. The Lufthansa website (*********************************************************) says the specific terms of rebooking/refund policy for my ticket should be found in the confirmation email under "Fare Conditions" but no such section exists in the email. Given the difficulties I've had in receiving adequate communication from the airline, I am filing this complaint as the services rendered did not meet the minimum requirements for safe travel (a functioning seat was not provided) and the barriers to rebooking the flights are excessive.

      Customer Answer

      Date: 10/12/2022

      Better Business Bureau:

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

       

      I attempted to reach out to the business again through their complaint department but did no receive a reply.


      Sincerely,

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


    • Initial Complaint

      Date:09/15/2022

      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 BOUGHT TICKETS TO GO TO ******* FROM THEM AND THEY WAS ***** DOLLARS OKAY ON THE *** I LEAVE I WHEN TO THE AIRPORT AND WAS TOLD THAT MY BAGGAGE WAS GOING TO BE ANOTHER ***** DOLLARS OKAY I PAY IT BUT WHEN I GOT TO ******* I WAS TOLD BY THEM THAT THEY LOST MY BAGGAGE SO NOW I HAD TO BUY NEW COTHES AND THINGS THAT I NEEDED WHILE I WAS THERE THREE *** LATER I CALL THEM AND THEY SAID OH WE FOUND IT IF I DONT CALL THEM I WOULD STILL BE WAITING IT I HAD TO PAY A TAXI TO TAKE ME BACK TO THE AIRPORT AND BACK WHICH IS A HOUR AND HALF THERE AND BACK OKAY NOW WHEN IT WAS TIME TO COME BACK HOME AGAIN I ARRIVE BACK HOME TO FIND OUT THAT THEY LOST AGIAN THIS WAS CRAZY AND I PAY ANOTHER **** DOLLAR FOR THEM TO LOSE IT OH I KNOW I NEVER HAD THIS HAPPEN TO ME EVER IT WOULD BE NICE IF THEY WOULD COMPENSATE ME FOR ALL MT TROUBLE THAT THEY PUT ME THUR PLEASE HELP ME

      Customer Answer

      Date: 10/09/2022

      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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