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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:09/07/2022

      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.
      On August 9th, I booked a ticket costing $861.39 on Lufthansa's website to fly from *******, ** to ******, ***** on Sept 21, 2022. I read the cancelation and refund information carefully because I knew my plans might change. I noted on the booking page that a ticket purchased at least three weeks prior to travel and canceled at least 24 hours before travel is fully refundable.On August 16th, just one week later and over four weeks prior to travel, I canceled my flight. I received a refund of only $52.19. I tried calling Lufthansa to resolve this but was put on hold and disconnected.At this date, I cannot find any evidence in the email purchase receipt nor by searching Lufthansa that provides terms for the ticket: Lufthansa will say only that it was canceled. So, I have no evidence proving the terms I claim I read when I purchased the ticket, though I did mention these terms to others and that I had purchased a flight on Lufthansa for this very reason of there being a reasonable refund policy; but, neither do they have evidence that I received terms different from what I claim.

      Customer Answer

      Date: 10/02/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/07/2022

      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 8/1/22, my husband, *****************, and I arrived early for a flight from ********* to ******. We were not assigned seats for our confirmed and paid for booking. After we were involuntarily denied boarding, they gave us a paltry compensation of 600 each along with taxi, hotel and meal vouchers (we paid $4,139.64 for our tickets and luggage). After we stood in a 1-hour service line, we were told by an attendant to return to the airport the next day to be waitlisted for a flight to ******. We returned early for an unconfirmed booking. We went through security and passport check and waited patiently until we were denied boarding again. In total, we spent 7 hours at the ***************** that day. We were able to get rebooked with confirmed seats for a flight on 8/4, first from ********* to ****** and then ****** to ******. However, we were unable to obtain hotel, taxi and meal reimbursement funds because of a bureaucratic miscommunication. On 8/2 we were unknowingly checked in for the flight to ******. We assume that an attendant at the departure gate tried to take us off the waitlist. However, other fliers with confirmed seats who were late for the flight then showed up to claim their seats (forcing the attendant to cancel our checked in status). Because in our file it shows that our check in was cancelled at the gate, Lufthansa refused to give us any vouchers on 8/2. We thus booked our own hotel, arranged our own transport to and from the airport and paid for our own meals, totaling 426 euros. Since we arrived home, on 8/4, I repeatedly emailed Lufthansa about getting reimbursed and shared with them our saved receipts. I have received no response and when I called them, they told me to re-email them at the same email I have been reaching out to. Morevover, they lost my husband's bike for several days, which he paid $250 to fly with us.

      Customer Answer

      Date: 10/02/2022

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

      [Your Answer Here]

      They claim that they are too busy with other complaints or customer issues.  

       

       

       

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

      Sincerely,

       

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

      Customer Answer

      Date: 10/23/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/07/2022

      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.
      Date of Transaction: 29th July 2022 Amount paid: $100 Baggage+ $192 for rebooking + Refund of Cancelled flight (rebooked)A business committed to providing reimbursement for the amount paid for 2nd check-in baggage Dispute: Did not get status or response on my reimbursement and fare refund, request help with refund Submitted request, made multiple calls to customer relationship with no luck on refund of the amount Booking code - ****** Passenger Name: ********** ******************************* (my Dad)Initial booking for the return journey :June 8, 2022: ****** to *********** (on schedule no issue)Aug 28, 2022: *********** to ****** (via *********)Cut the trip short and prepone his return, we did rebooking for a return journey for July 27, 2022 (attached Travel Itinerary) and paid $192 for rebooking When reached the Saint ************* Luftansa Check-in counter at 13:30 CT, found out the flight had been canceled with no proper assistance at a desk, except telling us to rebook.When checked online and was surprised to find it was auto rebooked to July 27, 2022, from ******* to ****** without any notice/ communication, with no connecting flight from *********** to *******.Online there was only one option to check in which we did not want to do as we would not have reached ******* by any mean to ********:10 CT, and was not able to rebook the flight online (no option to rebook online which was told to us at airport counter).Then called customer service, after being on hold for more than 30 mins got with the agent and explained the situation to cancel the wrong rebooking and get rebooked on the next earliest flight from *********** to ******, he stated he need to check on it and put me on hold and then he hung up on me without appreciating on what is been done weather we got rebooked, if yes to which flights :(, 51 minutes call with no outcome.

    • Initial Complaint

      Date:09/07/2022

      Type:Order 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 airline tickets for me and my son ************* for a trip (********-******-***** and *****-******-********) that occurred on August 1st and the return on August 15th 2022. Lufthansa cancelled the trip from ****** to ***** (we had a more than 24 hours layover in ******). I received confirmation from Lufthansa that they will pay me and my son **** euros (according to the ** Flight Regulations: ** Regulation 261-2004). They sent me the below email on June 29th and I did not receive any amount, nor other answers to my multiple emails). I already sent them the requested bank account information:Wed, Jun 29, 2022 at 10:13 AM Lufthansa Customer Relations <*******************************************************************> :**** ************ ** ******* **** *** **** **** ******* ** *** ******** ** **** ***** *** * *********** ****** ** **** *** ** ***** **** ** ********* *** **** ****** **** ********* **** *** ******* *** ******** ** ******* *** ******* ****** **** ***** ***** ** ******* **** ******* ** ***** **** ** ***** *** * ******* ** **** **** ** *** **** **** **** ********* ******** *********** ** * ******** ********** ** **** ****** *********** ****** **** **** **** ***** ** ******* ********* ** *** ***** *** ******* **************** ******* ** **** **** **** ******** **** ******** **** ********** **** ******** ******* ******* **************** ***** *** ******** *** ********** ** **** ******** **** **** ********** *** ********* *** ****** *** *** *** **** ******* ** ********* **** ******** **** ******* ** **** ******* *** **** **** ******** *********** **** ******* ******** ***** **** *** ******** ********** ***** * ****** ** **** ** *** ******** ******* ***** **** ******** *********** ** **** ****** *** ******* ********* ******** *** **** ** ********* * ****** ***** **** ***** *** **** ************ ***** ** **** ***** ** ******* *** ****** * ********* ****** ***** ***** ********************************* For your information:- Please make sure to always include our eight digit Feedback ID

      Customer Answer

      Date: 10/02/2022

      Better Business Bureau:

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

      Sincerely,

      ***********

    • Initial Complaint

      Date:09/06/2022

      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.
      My wife and I traveled to ***** for a wedding on 6/22/22. Lufthansa delayed delivery of our checked bags by 30 hours from our arrival time. This caused us to need to purchase wedding attire, which cost $1000. We requested the refund for the plan tickets which were $2890.00. We filed a complaint and requested refund on 6/27/22. 7/7/22 was the last correspondence I had with Lufthansa, provided them with the *** again and they informed me they would reach out with a resolution. I have not heard back since despite multiple attempts to get in touch. Most recently on 8/23/22.

      Customer Answer

      Date: 10/01/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/02/2022

      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 purchased flight upgrades for myself and my kids, totalling $1500. The airline messed these up and I never got them, and as such was also charged @$200 in additional baggage fees too. I'm now 6 weeks after my return flight. Called lufthansa to be redirected to an email address. Emailed them 3 times in 6 weeks, and no reply. Contacted them on ******* and have 1. Told me to be patient and 2. Redirected me incorrectly to a webpage where I could make no progression. It's 27 weeks since I actually paid - but not getting any resolution....

      Customer Answer

      Date: 09/27/2022

      Better Business Bureau:

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

      Since contacting the BBB I did call the customer service line again who told me that my only option is to email. I did ask if I could resolve this at a Lufthansa counter, and if there was one in ******. I was told I could. On the 19th September I drove to ************** to the Lufhansa desk to be informed that they are a third party operating on behalf of Lufthansa, so could not help. 


      Sincerely,

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


    • Initial Complaint

      Date:09/01/2022

      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 had a trip booked with KLM on June 20th but the flight got canceled and we got booked with Lufthansa on June 21st instead. Our Lufthansa flight was canceled as well, causing us to be stuck on our layover city for 4 additional hours waiting for a next flight which would entitle us to a refund. Lufthansa has yet to respond to our claim from 2.5 months ago. On top of this they also lost our stroller, causing us having to buy a new one. We are also still awaiting for compensation for this. I cannot find the receipt for the new stroller right now but it was attached to our claim. Booking code: WYJFHU Ticket number: ************* Our claim numbers:Feedback ID: ******** Feedback ID: ******** Feedback ID: ******** Feedback ID: ******** Feedback ID: ******** Stroller file reference: **************************  Original flight:LH0988 06/21/2022 FRA-AMS 09:10 AM New flight:LH992 06/21/2022 FRA-AMS 12:40 PM

      Customer Answer

      Date: 09/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/01/2022

      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 scheduled a flight to and from ********** ** on Jan 27th 2020. We spent $1677 on these flights. The flight was to depart on May 20th 2020 and would return on May 27th 2020. We booked through ****** originally but was told to contact Lufthansa for a resolution. Our flight from ****** to ********* was fine but our flight from ********* to ********** was canceled due to ****** shutting down. Our flight from ********** back to the US was also obviously canceled. We had called Lufthansa at least 3 times over the past 2 years for advise on rebooking our travel. We received different information from each representative we spoke to about the dates for rebooking our flight and how long the rebooking grace ****** lasted. We called again today 8/31 to ask about rebooking and now they tell us that we are outside the booking window. Somehow, they quietly released a "statement saying they ended the grace ****** in May 2022. I got no alert at all. I did not rebook due to ****** requiring quarantine after travel. I cannot believe that we just handed $1677 out and received ABSOLUTLY NO BENEFIT whatsoever. I want at least a partial amount of my money back or for them to allow us to reschedule our flight.

      Customer Answer

      Date: 09/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/01/2022

      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.
      Dates: 8/16/22, 8/29/22, 8/30/22 & 8/31/22; Amounts: $614.00 for ticket and $240.00 for 2 extra bags; Business: The business committed to flying my husband from ****** to ********* to ********* for the final destination leaving 8/29/2022 landing 8/30/2022 and transporting him and 3 checked bags safely and timely; Dispute: 2 checked bags did not arrive, he was given lost luggage tracking, 8/31/22 still not arrived, heart attack on 8/3/22 and medication in checked bags, false information given from Lufthansa; Terms of Carriage sections: 14.4.1, Lufthansa is liable for the bags. 14.4.2, Lufthansa is liable for the damages caused by this disruption. My husband went to the doctor in ******** yesterday to get additional medications as he was told the bags would not arrive for days. 14.4.3, there is compensation due for the delayed bags (2 bags are severely delayed) and we have filed the appropriate notice at ********* airport and given a tracking number.14.4.4, I have complained within the appropriate timeframe, well before 21 days. Further, I paid an additional $240.00 for these 2 bags to be on the flight. I expect that in accordance with Lufthansas term of carriage, I will be compensated for the delayed baggage (twice, as there are 2 bags), the additional fees for checking the bags, damages caused by this to include gas money back and forth to the airport, time away from my job to resolve this matter and gas/time to and from the doctor's ****** in ******** due to the disruption. If necessary, I will provide my proof of payment used to further verify the purchase of the ticket as I am the purchaser. Whether or not the business has tried to resolve: I have had no contact with Lufthansa and they have not resolved the issues.

      Customer Answer

      Date: 09/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/31/2022

      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 booked a Lufthansa round trip ticket MUC/SAN/MUC for USD ******** on APR 02, Ticket #*************, Locator RGKE90. When I double-checked the reservation only hours later, on the telephone a LH agent discovered a technical problem with this reservation, and canceled the reservation and re-issued a replacement ticket #*************, Locator SD4TEU. The LH agent assured me that the ticket price of the first reservation attempt would be fully refunded, and that I would be charged only for the replacement ticket. - ******* Bank charged my credit card 2 times, but Lufthansa never reversed the charges for the first ticket that was canceled by LH. At this time I have paid two times for the same flight. I requested many times a refund by telephone, without success. I wrote 2 times to LH, requesting a full refund that was promised promised by LH. There has been no answer since. My requests for the promised refund are still being ignored.

      Customer Answer

      Date: 09/29/2022

      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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