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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

    • 904 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.

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    Complaint status

    Complaint type

    • 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.
      Hello ************ July 17, 2024, while traveling from ******* to **********, my family and I faced significant issues with Lufthansa at the check-in counter. The passenger service agent at the check-in counter required us to change our return tickets from August 28 to August 18 due to my wife's Advance Parole document expiring on August 21. Despite my daughter and I having valid status, the crew insisted on adjusting the entire itinerary. We paid an additional $4,400 for this change. On August 18, while traveling from ********** to ******* via ****** and *********, we were denied boarding in ****** because our Advance Parole documents were not accepted for transit through *********; they insisted we needed **** stamps instead. We had a **** appointment on August 19 and 20, which was the reason for our original August 28 return date.After being denied boarding, we rushed to ********* for our **** appointment, incurring stress and additional costs. We stored four pieces of luggage in ****** during this time. After receiving our ****s on August 24, Lufthansa customer care informed me that rescheduling our flight was impossible and that I would need to claim a refund later and purchase new tickets. As Lufthansa tickets were expensive, I booked a new return flight with ********** for $5,600 and incurred another $500 traveling from ********** to *******I kindly request a refund or future credits to compensate for these losses and my family's difficulties. I have made complaints to Lufthansa customer service but have not received any positive response from Lufthansa. I strongly believe all these issues happened due to mismanagement and irresponsible actions from the Lufthansa passenger service agent, so Lufthansa holds the responsibility to compensate for this financial loss and mental stress my family has gone through.Lufthansa booking code: ****** Yours sincerely,************ ***** ********************************************************************** Mobile:************** *****************

    • 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.
      April 2024, I booked Austrian Airlines Flight OS90, departing ******, ** 9/3/24 @ 5:40 PM to ******, ******* (arriving 9/4 8 AM) & paid $43 each for Seats 26G & 26 H. Booking Reference # REKQN3.Several days later, April 30, I called Austrian Airlines direct to upgrade initial seats to 17A & 17C I was immediately charged $192. and promised an automatic refund for initial seats after completion of the flight. Now, 2 months later after numerous calls, 9/16, 10/3 10/14, 10/27 and a customer relations email Austrian ********************** sent to me on 9/20, regarding their case # FB **********, I am still waiting for the refund. I am consistently promised the refund. On 9/16 I was told the refund was in process; on 10/14 I was told refund will be made within 7-10 business days. Today, 10/27 I called again & now they don't want to refund my money. They can't charge me for 4 seats (2 on each side of the plane) when we only sat in 2 (17A & 17C) & obviously 2 other passengers paid for & sat in seats 26G & 26H. I've attached our boarding info showing our ********* attached the credit card charge. I just want the REFUND DUE ME!

      Customer Answer

      Date: 11/22/2024

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

      According to the email I received from Austrian Airlines (Lufthansa parent company), they received my complaint and request for reimbursement for original seats booked (we also paid for seats we upgraded). They claim they are currently inundated with complaints etc. and it will take time to review my request/complaint. Hopefully in the near future I will receive the funds due me as they promised every time I called. Thank you

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:10/23/2024

      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.
      Complaint Summary: Lack of Promised Reimbursement with Lufthansa Airlines?Booking Code: ******?Flight Numbers: LH 403, LH 1364, LH 1623, LH 412, ** ****?Feedback IDs from Complaint Submissions: ********* ********* ********* ******** On my flights with Lufthansa from ****** to ****** (July 16, 2024) and returning from ****** to ****** (July 22, 2024), I experienced significant delays, poor customer service, and a lack of communication, leading to immense stress and considerable out-of-pocket expenses.Outbound Journey (July 16, 2024):?My flight from ****** to ********* was delayed, causing me to miss my connecting flight to ******. Despite being close to the next flights departure, Lufthansa did not hold the plane. I was initially shushed and misdirected by an agent. My app rebooked me for a flight 24 hours later, which was unacceptable. The new route included an unnecessary flight from ********* to *******, extending my journey significantly.Additionally, my baggage did not arrive in ****** as promised, and I spent an hour at the lost baggage desk. It took two days for my luggage to arrive, forcing me to purchase clothes.Return Journey (July 22, 2024):?My return flight was delayed nearly four hours, causing me to miss my connecting flight. I was rebooked through *****, delaying my arrival in ****** by a day. I had to pay for a hotel out of pocket due to a lack of vouchers, and Lufthansa has not reimbursed me though they promised to.Lufthansa has yet to provide promised reimbursements for my flights, hotel, and expenses. They claim my receipts are invalid, despite proof from my bank.I am requesting full reimbursement for my flights, all associated expenses, and compensation for inconvenience:* Flight refund: $1,063.40 * Expenses: $579.64 * Inconvenience compensation: $300.00 * Total refund requested: $1,943.04 Pursuant to Regulation (EC) No. 261/2004 and Montreal Convention says I am entitled a refund according to Lufthansa themselves.

    • Initial Complaint

      Date:10/22/2024

      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 lost / delayed my luggage, they re-booked my flight so I was 14 hours delayed. I have filed complaints with Lufthansa, and they have contacted me about once case. I have given them my bank info a month ago but has not been compensated. Case number 2 I have heard nothing about. Have tried to reach out to them several times via chat and email, but no help. Lufthansa Case ID ************ Number 1. ID is ******** Case Number 2. ID ******** BOOKING CODE ******

      Customer Answer

      Date: 11/17/2024

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

       

      Money owed to me by LUFTHANSA has still not been paid

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:10/22/2024

      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.
      Good afternoon - Lufthansa delayed my flight and I arrived with a significant delay at my final destination. According to ** rules I am entitled to compensation which Lufthansa has admitted as you can see below:September 18, 2024 **** ********* ***** ************* *** **** **** *** **** ******* ***** ********* *** ***** ** ********* ********* *** ************* ***** ** ********** **** ** *** ***** ** ******** ******** ** ********** **** *** ********* *** *** ******** ** * ******* ** *** ******************** ***** ******* ****** ********* ***** ************* *** **** **** *** **** ******* ***** ********* *** ***** ** ********* ********* *** ************* ***** ** ********** **** ** *** ***** ** ******** ******** ** ********** **** *** ********* *** *** ******** ** * ************************ ***** I have followed up over a dozen time to receive my legally entitled payment but Lufthansa has consistently ignored my emails. I would appreciate your assistance. Kind regards,********* *******

    • Initial Complaint

      Date:10/22/2024

      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.
      Good afternoon,I am having a very difficult time getting any assistance from Lufthansa airlines. I had purchased flight tickets for upcoming flights on 11/27/2024 and 12/2/2024 through my credit card companys travel service, and I purchased seat upgrades for all four legs of the flights directly from Lufthansa. I had to cancel my flights, so I did it through Lufthansa as I had purchased the upgrades through them and needed documentation of cancelling those add-ons. I cancelled through their chat feature and was told I would receive a confirmation email of the cancellation. When it didnt arrive, I reached out to them again only to be told my credit card company would have to provide the confirmation. But when the flights were cancelled, they were immediately erased from the system, so the credit card company cannot pull up the flight information anymore to show it ever existed. I understand Lufthansa may not be able to send me a cancellation confirmation for the actual flights purchased through a third party, but for the add-ons purchased directly from them, I am not sure why they cannot send me a cancellation of those reservations. I need a cancellation confirmation to claim my travel insurance refund, and Im stuck between a wall and a hard place right now and will be out all of the money because I cannot show proof of cancellation. I am not sure if you can help me, but I would greatly appreciate any assistance you can offer. Thank you!

    • Initial Complaint

      Date:10/21/2024

      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.
      Was traveling on Lufthansa from ********* to **** flight LH975 for a wedding. Lufthansa lost our luggage and did not receive back for 2.75 days. Purchased a few clothing & hygiene items totaling approximately 260 Euros (more with USD exchange rate. Filed reimbursement upon return to ** (customer service ID ********* and ********************** is refusing to pay unless send back clothing internationally to them. As ridiculous as this is, I inquired as to where to send and if will be reimbursing the shipping costs and Lufthansa will not respond. Obviously, they have no intention in reimbursing our costs.

    • Initial Complaint

      Date:10/10/2024

      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.
      we booked flight on lufthansa on Sept for a flight in december , paid 9500 total. they cancelled it and i called them to rebook another flight. the ***** booked me on the wrong flight and now they are demanding another 1500 dollars to get me on the flight i requested. the first ***** messed it up and booked me on wrong flight, second ***** hung up on us, third one **** asked for 1500 plus to book us on a flight 3 hours earlier so we can make the connecting flight, they put us on a flight which lands 1 hour prior to take off of an international flight so most likely we wont make it, i asked to talk to supervisor and she put me on hold for 10 minutes and told me no supervisor was working, i asked for which was the ***** who booked me on the wrong flight and she told me she doesn't know, i asked for details on prior call and she said nothing was documented.

      Customer Answer

      Date: 11/04/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/07/2024

      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 was on a the flight # LH 433 ******* to ********* on Jun 22nd (Confirmation number ******). The flight was delayed by 2 days. I was told to book my own hotel (due the staff running out of contracted hotels) and provide for my own meals/transportation, all of which would be refunded. I did this (finding a hotel at 1am in the morning after multiple attempts while traveling with an infant, and found my own transportation to the hotel with 5 checked in pieces of luggage).After returning stateside, I contacted Lufthansa customer service, and after several week delay, I got a response (FB ID ********* where Lufhtnasa would cover just one day of my delay, and they would only cover 250 euro, which is not enough for a one days of lodging/food/transport, let alone 2. After multiple attempts to argue my case, Lufhtasa bumped the offer to 387 USD (even though they referenced the same ** law), which is still not enough to cover my delay, which is closer to $500 without additional infant supplies that we had to purchase.

    • Initial Complaint

      Date:10/07/2024

      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.
      Good Afternoon,I hope this message finds you well. I am reaching out for assistance with a travel issue involving ASAP Tickets and Lufthansa. Despite numerous efforts to resolve this matter with both companies, I now seek help from governmental authorities due to the gravity of the situation.Background:On July 11, 2024, my family and I were scheduled to fly from ****** to ***************** with connections through ***** and ********* on Lufthansa. We arrived at *********************************************** in ***** and passed through immigration without any issues. All our documents were cleared, and our baggage was checked through to *******Our flight, originally scheduled to depart at 2:10 a.m., was delayed until 4:00 a.m. However, when we approached the Lufthansa check-in desk, a staff member named ***** ********* informed us we could not board the flight. He claimed I was not present at the gate and did not have valid documents, which was entirely untrue. Our passports and boarding passes had already been stamped, and we were at the gate well ahead of time with our one-year-old child.Immediate Actions:With no other options, we booked a last-minute flight on American Airlines to ***, costing us $3,522. This unexpected expense caused significant financial strain.Attempts to Resolve:I contacted **** Tickets to request a refund, but they refused. Lufthansas response was that I lacked valid documents, which is incorrect.I am now requesting government intervention to facilitate a refund and compensation for the additional expenses. The lack of communication from Lufthansa and ASAP Tickets has been frustrating.Thank you for your *************** Regards,**** ******

      Customer Answer

      Date: 10/31/2024

      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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