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

  P.O. Box 946 Santa Clarita, CA 91380

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

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:09/14/2022

  Type:Sales and Advertising 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 airlines lost my luggage on a trip from *********, Germany to ******, **. I have not been able to get a single response via telephone or dozens of emails sent to customer service. I filed a compensation claim, FB ID ********, and cannot get a response. Randomly, on Aug 10 I received an email apologizing for not responding and requesting my bank details so they could provide compensation. I replied immediately and followed up a dozen times since. They never replied or provided anything further. Again, I cannot get anyone on the phone either. My original trip was on June 18 so its approaching 3 months now.

  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:09/14/2022

  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.

  On August 8, 2022, I bought two different flight tickets from lufthansa.com. The two flight tickets were round-trip flight tickets from ****** to **************. I chose the 100% refundable ticket by paying an extra service fee for the two tickets I purchased. I canceled both return tickets and waited for them to be refunded. However, Lufthansa still has not returned my two tickets to me and the refund amount must be much higher than I expected. When I call Lufthansa costumer service they do not help me. I've been waiting for a long time but I still haven't received my money back. I paid **** dollars and I have to get around %50 back.You can find the details of the flight ticket and credit card statement.Thanks

  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,
  
  *********************
  

• Initial Complaint

  Date:09/13/2022

  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.

  We family of 4 bought Lufthansa round trip tickets from SLC to ********* for an emergency travel on 22nd July 2022. We traveled to ***** but on our return trip, the Lufthansa ground staff in ***** did not let us board the flight. They cited the reason since we were traveling on I-131 Advance Parole we are not allowed to transit through Germany. We were then misguided by them and assured that as we had bought tickets in premium the Lufthansa ticketing will either refund or reroute us through a different airlines. We were then escorted out of the departure gate and were asked to call the customer service the following day. We ran pillar to post the next few days and were harassed and told that it will be treated as No Show and would only be refunded the airport taxes. However, this is a clear case of cheating as we appeared at the airport, were misguided and they smartly escorted us out of the airport. The case is that when we havent received the services worth USD ****+ how can they refuse to refund us that amount. We had to rebook the tickets with Air India worth USD **** to get back to our home. So, we request BBB to follow our case with Lufthansa and help us get a refund and publicly expose them so in the future they cannot dupe anyone like this.

• Initial Complaint

  Date:09/12/2022

  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.

  On August 13th, I bought four roundtrip plane tickets from ******** to ******* to visit my husband's family in Germany for myself, my husband, and our two twin 4-year-olds through Lufthansa Airlines - Booking code: ******. On September 1st, we realized that my computer must have auto-filled the field for his last name with my last name. So his ticket incorrectly reads "***********************", while his legal and correct name is *********************** (as also shown on his passport).Here are all of our correct names: Me: *************************** My husband: *********************** My son: ***************************** My daughter: ***************************** Once we realized the error, I called the hotline and was told that it was an easy fix but that the system was down and that we should call back another time. The next time I called on September 7th, the woman I spoke with told me it was impossible to change the ticket after 24 hours past booking unless it was a legal name change and I had documentation of the change. I asked to speak with her supervisor, and she gave me another number to call. The next woman I spoke with also told me no change was possible, and I would need to purchase an entirely new ticket for my husband with his correct name, and no refund for the unused ticket was possible. That night my husband called again to see if we could find someone to help us. The woman he spoke with suggested he email the "name change team" at Lufthansa at the email address ******************* We did that and were again told there was no way to change the name beyond two characters (see emails from us and the response attached). I am attaching our ticket information, passports, our email request to the Lufthansa name-change team, and their response. We are asking for help with simply changing my husband's flight reservation to his legal and correct name, ***********************, so that we may board the plane together on December 12th. Thank you so much for your help. ***************************

  Customer Answer

  Date: 10/08/2022

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

• Initial Complaint

  Date:09/12/2022

  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.

  This is in reference to the unanswered case with feedback ID ******** submitted on their website (which states I would receive a response within two weeks of my feedback.)The full details are in the updated documents on here. On August 14th, discriminatory airline personnels decision to deny boarding on a plane back to the **** to a passenger on my booking (a ************* legal permanent resident), disregarding Lufthansas initial travel document instructions they gave ** in *******, *****, and ************* CBP policy (as confirmed by the **** Consulate in ****** who issued the travel document they said was unnecessary) cost us $2,222.08 in hotel, meal, taxi and unnecessary travel document expenses. This egregious discriminatory action and disregard for **** travel policy caused us not only monetary damage, but emotional stress and professional trouble through five days missed at my job unnecessarily.The prior $2,322.40 rebooking fee$1,161.20 per passengerwas also unjustified as we called the airline before the flight departed on July 29, 2022, to ask about rebooking and were told that we can only rebook once we had the unexpired passport in hand. We were not allowed to rebook before the flight departed but were told that they would make note in the system about allowing us to rebook without no show fare differences since we were denied boarding. Yet they charged us these differences as if we did not show up.We are asking for a deposit in the total amount of $4,544.48 ($2,222.08 for denied boarding expenses plus $2,322.40 for unjustified rebooking fees). This does not include the emotional stress and lost week at work caused by this airline's refusal to respect **** CBP policy and treatment of us in this discriminatory fashion. All costs and the full details are outlined in the attached documents on here. We hope this issue can be resolved without us seeking out additional external support. Sincerely,*********

  Customer Answer

  Date: 10/07/2022

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

• Initial Complaint

  Date:09/12/2022

  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.

  This is in reference to the unanswered case with feedback ID ******** submitted on their website (which states I would receive a response within two weeks of my feedback.)The full details are in the updated documents on here. On August 14th, discriminatory airline personnels decision to deny boarding on a plane back to the **** to a passenger on my booking (a ************* legal permanent resident), disregarding Lufthansas initial travel document instructions they gave ** in *******, *****, and ************* CBP policy (as confirmed by the **** Consulate in ****** who issued the travel document they said was unnecessary) cost us $2,222.08 in hotel, meal, taxi and unnecessary travel document expenses. This egregious discriminatory action and disregard for **** travel policy caused us not only monetary damage, but emotional stress and professional trouble through five days missed at my job unnecessarily.The prior $2,322.40 rebooking fee$1,161.20 per passengerwas also unjustified as we called the airline before the flight departed on July 29, 2022, to ask about rebooking and were told that we can only rebook once we had the unexpired passport in hand. We were not allowed to rebook before the flight departed but were told that they would make note in the system about allowing us to rebook without no show fare differences since we were denied boarding. Yet they charged us these differences as if we did not show up.We are asking for a deposit in the total amount of $4,544.48 ($2,222.08 for denied boarding expenses plus $2,322.40 for unjustified rebooking fees). This does not include the emotional stress and lost week at work caused by this airline's refusal to respect **** CBP policy and treatment of us in this discriminatory fashion. All costs and the full details are outlined in the attached documents on here. We hope this issue can be resolved without us seeking out additional external support. Sincerely,*********

  Customer Answer

  Date: 10/07/2022

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

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Our family of 3 people had round trip ************** international tickets booked with Lufthansa. Less than 24 hours prior to our return home, which was scheduled for July 27th, we were notified that our flight was cancelled. We spent most of our last day on the trip trying to reach Lufthansa and rebook our ticket as we absolutely had to return back to work. They were not able to book until August 4th, I have this in an email. I even asked to rebook us on another airline and was told they could not. We had no other choice but to book NEW tickets on another airline to leave on our scheduled departure date of July 27th. This ended up costing us an ADDITIONAL $2,992.20 for economy tickets, not business class. I received a refund from Lufthansa for our original tickets as I had booked a refundable ticket. However, on August 28th, I filed a claim on Lufthansa's website as I was told buy a representative, requesting to be reimbursed for the out-of-pocket expense we incurred of $2,992.20. I provided receipts and all of the information that was requested. Since then, I have not heard anything back. I have tried to call their Customer ******************** but was told there is NO WAY to speak to someone in Customer Relations, only via email. I have sent several follow up emails inquiring about my claim and each time, I received an auto email with NEW claim ID #'s. I have cc'd ************************* (Lufthansa CEO) and still no reply. Since then, I have filed a complaint with the ****************************************** on 8/29/2022. I have tried to reach out via ******** I have tried everything to get a reply and to get reimbursed the out of pocket expense were incurred due to Lufthansa cancelling our flight all to no avail. This type of customer service is inexcusable. Having to wait this long is causing a financial hardship on our family as this was an unexpected expense that we would not have had if Lufthansa did not cancel our flight and could not rebook us for another week.

  Customer Answer

  Date: 10/07/2022

  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]

  I was contacted by *********************** ******* from Customer Relations at **********************. She simply replied that I would not be receiving compensation for the difference since the tickets were already refunded. I explained that the new tickets that we had to purchase due to Lufthansa canceling our flight were significantly more than the amount that was refunded. I asked why they would not compensate me for the difference and she failed to give me any direct reply and simply said she has closed my case.

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 11/02/2022

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

   They refuse to acknowledge that I had to purchase new tickets since they could not rebook me for a week and refuse to offer any compensation.

   

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

• Initial Complaint

  Date:09/12/2022

  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.

  Info: ****** booking code. Original dates: July 4, 2022-July 28th, 2022 PIT-ADB flight; return rebooked to August 17th by passenger at an additional cost of $370. Ticket was initially purchased for $1509.97 Passenger: ************************, phone: ************, email: ***************************** I discovered on the evening of August 16th, hours from my flight as I was trying to check in to my flight that my flight was cancelled. I called Lufthansa to find out what was going on. I was told that the flight was cancelled for a refund on the web on August 15th and that this was done by the passenger. I was shocked as I did not cancel my flight and asked Lufthansa to prove that I did it. All they could tell me was that they were going to refund me $1240 dollars. By the way I have to mention that the phone got disconnected several times and I spoke to a few agents and they all told me a different story -- one told me I was not going to receive any refunds at all, one told me I would receive $1550, another told me $1240. I received no notifications whatsoever about this cancellation/refund that I supposedly made. Because I had to get back to the country immediately, I had to purchase an additional one way ticket for $1501 for the next day (booking code: ******* *******, Flight date: Aug 18, 2022). The Lufthansa customer service advised me to purchase a new ticket and seek my full refund from Lufthansa by contacting them later. I contacted the customer relations several times and called Lufthansa on the phone and never received a response. I request an investigation into this mess-up by Lufthansa. I am at a loss of: $300 for the difference I had to pay out of pocket, $370 for the rebooking fee I never received the service for, and another $100 for my luggage refund; totalling to $770. I submitted a refund request for my luggage, on a separate occasion months ago, no response except for: Feedback ID: ********. No response from contact customer relations.

• Initial Complaint

  Date:09/09/2022

  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 incident was on July 9th, 2022 at Nice airport we waited in a line to simply check our baggage (we already had our boarding passes) for 1 hour and 45 minutes. This was due to extremely low staffing. For 45 minutes, there was no representative taking the line because they pulled the person to help check people in for boarding at another flight. When we got to the front, we had 4 bags to check (1 for each person). To make things quicker for the others in line, we decided to pay on one card instead of doing 4 separate transactions. The representative charged each bag to 1 person- which made the total cost of the luggage over 750 Euros instead of the $75 each it was supposed to be. After boarding our flight 5 minutes after the scheduled departure time (13:35), we were unable to take off because the plane needed to be refueled. We sat in a fully boarded plane for 1.5 hours waiting for a fuel truck, which caused us to take off an 1 hour and 45 minutes late. This delay caused us to miss our connecting flight in Munich and we were unable to get to our final destination (Boston). We then had to wait in line at the service desk for over 4 hours. After finally getting to the front of the line, options were limited. We were unable to get a flight to Boston from Munich until July 11th (2 full days after our original flight). We were booked for a hotel for the first night and then had to pay out of pocket for the second night.
  
  I submitted a customer service inquiry with Lufthansa on July 13th. On July 27th they returned my email stating they needed a power of attorney to speak on behalf of the other 3 passengers I traveled with. After returning a signed power of attorney the same day, I have not heard back since. I have followed up 3 separate times in order to get a status update.
  
  See attached hotel invoice and baggage receipts attached.

  Customer Answer

  Date: 10/05/2022

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

• Initial Complaint

  Date:09/09/2022

  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.

  All our 3 suitcases arrived 4 days late. Our flight was on 8/20/2022. We submitted complaint on Austrian Web site on 8/24/2022 with all receipts ( reference: **************), but have not heard anything back.Booking code: ****** Flights: BEG-VIE-*** on 8/20/2022 Reference numbers for delayed luggage reports: *********** *********** **********

  Customer Answer

  Date: 10/03/2022

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