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 German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  P.O. Box 946 Santa Clarita, CA 91380

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:08/31/2022

  Type:Service or Repair 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.

  **************** is far below any decent standard. In the 4th quarter of 2021, we purchased tickets to fly from ****** to ********* for a futsal tournament for my then 9-year old son through CapitalOne. We knew the risks of being in a pandemic that the event might get cancelled if the pandemic took a turn for the worse. The even was supposed to take place the first week of January in 2022. However, in late November, the event needed to make a decision to cancel the event due to the trend of the pandemic. My wife immediately tried to contact Lufthansa so we could rebook or receive credit for the flight. However, due to the pandemic, there were very long wait times. My wife was on hold multiple times for well over an hour and no answer and no direction provided. The only online option was to rebook or cancel. However, we had an unknown rebooking date and didn't want to commit to a flight. She made multiple attempts to contact Lufthansa via phone throughout the month of December and leading up to the flight at which time we needed to cancel the flight since no flights were available to rebook. She then emailed customer service multiple times in January and here we are in August and no responses from their customer service team. She has been able to get through to agents on multiple occasions in the past few months who either "disconnect" the call or tell her to email the customer service department. Unfortunately, the agents are unwilling to escalate the calls to management for whatever reason. At this point, Lufthansa has effectively stolen over $1200 from us and not provided the service which we paid for. We're not looking for a refund, but to be able to have the value of our original ticket credited so that we can rebook a trip. Essentially, Lufthansa has told CapitalOne they refunded us when they, in fact, have not.

  Customer Answer

  Date: 09/24/2022

  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:

  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 a January 7th flight from ********-*********-******* a ******** dog-carrier box got damaged. The $400 carrier was rendered completely useless after paying $600 for Lufthansa to transport my dog in the dogboxnt.Since there were no Lufthasa personal on the airport (***) at the time of arrival, I had to report the claim over the phone or online. The phone report was not possible as there was (and practically still there is) no agent to answer any complaints (you can try calling the numbers). I submitted my claim online (FB ID ******** the dog-carrier). I attempted 3 times to follow up in emails and phones and sent 2 certified mails with the photos and comparabe replacements, price.After all these follow-*** and 50 days wih no response from Lufthansa, started escalating to various forums and now, after 200days I am reporting this claim to you too and looking for help, pressure on Lufthansa to make them stand behing their policies claiming that they refund the damages they cause (and that their customer service can be reached to help us -` which is also not true).Thank you ********************* ************ ```````````````````````````````````official Lufthansa filing Flight number ***** Date and time: January 7, 2022 Reservation: ****** Large Dog carrier size: 49" x 29" x 33"Passenger: ********************* Address: *********************************************************************************** Tel: *************** Text: *********** carrier box got damaged. I paid $650 for the dog Transfer and I dont even want to imagine what treatment the dog must have gone through which damaged a tough box like this The bottom of the box is completely fractured, pieces are missing and it cannot be used any more without having the dog falling through the bottom. I request a full refund and potentially go further with this case given the harsh treatment a living animal must have gone through to have its carrier box damaged in such a way. Feedback ID received: ********

  Customer Answer

  Date: 09/24/2022

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

  I made attempt multiple times since January, written, phone, online. Cannot get connected and if anyone responds, they don't offer any opportunity to proceed with any claim.
  
  Sincerely,
  
  *********************

  
  

• Initial Complaint

  Date:08/30/2022

  Type:Order 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 booked a round-trip flight from *** to ****** with Lufthansa on May 2021 for travel on August 26, 2021. Total paid was $1,981.36. On August 20, 2021, we decided to cancel based on their promise of easy cancellation/refund which was on their website as this was the time of Covid. We tried calling to cancel but was placed on hold for more than 1 hour. In the end, we opted to cancel via email using an option on their correspondence and hit "refund." We received a "Cancellation Acknowledgement" shortly.On August 26, 2021, we received notice that $215.96 was refunded to our bank account which represented Sales Taxes. We tried calling their customer service several times to inquire why only this much was refunded but no one was picking up. At one point, we stayed on the line for nearly 2 hours. Finally, we got a hold of someone during the first week of September and were informed that the only way to get a refund was to email their **************** Team which we did on 09/07/2021. We received a generic response from them saying that "responses are currently delayed due to the extraordinarily high volume of incoming inquiries."We have been following-up ever since and tried calling them many times. They would respond on email once in a while, giving the same generic responses. It's been more than a year now and we still haven't gotten a resolution even though in their last email correspondence on 05/05/2022, they acknowledged that a refund will be eventually issued to us. In my last email on 08/08/2022, I told them I was willing to accept a voucher or credit to be used at a later time.

  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:08/30/2022

  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.

  First and last name of the passenger?: ***************************** Address (street, city, country)??: ******************************************************************** Flight number and date?: *****, 27 July 2022 (After cancellation of this flight, rebooked to 30 July 2022, same flight #.)Booking confirmation including ticket number?: ****** Ticket #s: ************* , ************* Lufthansa experienced a union labor strike and canceled the above flight on July 27, 2022. Lufthansa instructed customers to rebook the flight online, explicitly saying not to call them. I followed their instructions and rebooked the flight online. I was told I would (and could) not be charged since I was forced to rebook. Despite this, Lufthansa illegally charged my card $1,369 as a change fee on July 27, 2022. They have since told me this was their error and that they would refund this charge; however, it is now nearly Sept., and they refuse to refund the erroneous charge. I am being charged interest on this amount as well. Every time I manage to speak to someone from Lufthansa, they tell me it isn't their job to help me. Customer relations ignored all my inquiries, save one email reply telling me to wait; that was over a month ago. I attached some screenshot documenting the cancellation and rebooking. All of my efforts since then have been met with silence or ignorance.

  Customer Answer

  Date: 09/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********. I sent multiple follow-*** and asked for an update; there has been no reply at all in that window.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/29/2022

  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.

  Ticket number ************* Booking code ****** Baggage tag number: ******** Lufthansa lost baggage ref #:********* Family name: *********** My name is ***********************************. I flew Lufthansa on August 5/6th and my baggage was delayed until August 14th. I wrote Lufthansa to request compensation for delayed luggage, both for necessary clothing and toiletry purchases and for items damaged during the 8 days the luggage was lost, on August 20th and have yet to receive a response. I am NOT seeking additional compensation for my bag being damaged, nor for the airline failing to honor our reserved seats which we paid extra for. Due to Lufthansas negligent handling of my baggage, nearly all of my toiletry items were ruined upon return. The product all being deposited and hardened at an angle on its side is consistent with melting in transit while being stored at high temperatures, effectively ruining the items. Almost every makeup and skincare toiletry item I packed was melted and ruined and had to be thrown out because they are not meant to be stored at high temperatures for extended periods of time, it spoils the product making it unsafe for use. I know this is the fault of the airline, while my bag was lost for a over a week, because the products were fine during our trip. Though nearly all of my toiletries were destroyed I am only asking for compensation for a few. I have attached receipt of purchase for these items so I can be reimbursed the full amount. The total of clothing and toiletry items I needed to purchase ($346.84 $148.00 in clothing and ****** in toiletries) as well as the value of the destroyed items in my baggage ($151) is a total of$497.84 . Again, this is a fraction of what is actually owed in damages. I need a prompt resolution to this from Lufthansa. Their customer service and claims responses are criminally negligent. Attached are receipts of replacement purchases I made while my baggage was lost, as well as proof of damage

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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 May 2nd 2022, I took my mom and sister to the airport after extending their stay couple of months and after paying a lot of money to Luftansa for the changes as well as the extra luggage my mom and my sister took with them. ****** was my contact person at Luftansa. He helped me pay the extra charges over the phone for changing the return date for my family as well as the extra charges for the additional luggage they had. I paid for 6 extra luggage way before the departure day which was May 2nd, 2022. When I got to the airport on May 2nd and went for the checking in area, the agent told me that it shows that only 5 of the luggage were paid for but the 6th one was not paid for. So I called ****** at the *************** at the following number#:************. ****** suggested that I pay the amount of $230.00 that is not showing on the agent screen at the airport to avoid my family being delayed and that Luftansa will reimburse me the full amount. So I did pay the $230.00. I called ****** at Luftansa the second day to see how to proceed with the reimbursement. He asked me to send him an email with the request and I did. His answer was that Luftansa will give me a voucher for the amount of $230.00 they owe and that this voucher will expire in a year if I do not use which was the complete opposite of what he promised he will do on May 2nd. I was very upset and I emailed him back saying that if he doesnt pay me the money he owes me I am going to dispute the charges with my bank. ****** emailed me back saying that ******** will reimburse me the money to the same account that I originally paid them from which was ********* account and that the payment might take a month or so to get to me. Since the month of May I have been calling Luftansa re the money that they owe me and all what they say is tomorrow you will get the transfer tomorrow we will call you they never called and never paid me. This is unacceptable they owe me money and they need to pay me back with interest.

  Customer Answer

  Date: 09/23/2022

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

• Initial Complaint

  Date:08/29/2022

  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.

  I flew from *** to *** via Lufthansa. Lufthansa delayed flight from ********* to ***** by 5 hours. I missed my flight from ***** to *** because of this delay. We talked to Lufthansa representative in ***** after a huge hassle of 4 hours. He tried to get me ticket to *** but could not. He told me to buy ticket and said Lufthansa will refund it. I also had one bag that came ripped off and I lost some items. While going to ******** I could not take all my bags so I had to get rid of one bag and lost items. I am asking for $400 for all above. I am not asking for anything for hassles. Going back to USA was not without hassles. ***************** needs faster workers who care about the customers. I sent message to Lufthansa twice with automated reply but no answer. I asked for $300 first but it should be $400. I spent $3000 for just the ticket.

• Initial Complaint

  Date:08/29/2022

  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 had round-trip tickets from ****** to *****, ******** that took a connecting flight through ****** on 8/9. We did not get on flight #2 from ****** to ****** and on our way back from ***** on 8/23 we were told at the airport that our tickets got cancelled due to not making the second flight on 8/9. We were not notified of this "no-show" policy, nor were we notified at any point in advance that our remaining tickets were cancelled per the Conditions of Carriage, Article 7 Section 1: "We may, if we deem it appropriate, refuse carriage to you in the event that we have informed you in writing before your reservation that we shall no longer provide carriage to you on our flights with effect from the time of our written notification." This resulted in us losing a lot of time, and we had financial losses of $2,834.56, for the cost of the new tickets, money lost on the original tickets that were not used, and that does not include missing scheduled work, as well as the other potential consequences of missing work.

  Customer Answer

  Date: 09/24/2022

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

• Initial Complaint

  Date:08/29/2022

  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.

  Dear ****,I am writing in order to file a complaint. Yesterday, while waiting to board the last leg of my journey on Lufthansa at Gate Z-15 at *****************, I was harassed by two Lufthansa agents who refused to identify themselves by name. I was traveling with a pet with booking reference AP BOOKING REF: ****** and about to board flight LH404 to *** when the uniformed agents approached me and demanded that I place my dog in its dog carrier (I had taken it out while waiting to board). My dog is under 8 kg with the bag and fits in well-ventilated container, approved for onboard travel. Furthermore this was the last leg of a journey, which began in June with Lufthansa without previous problems.The agents told me that this breed (Pug) is not allowed on board (not true according to the airline regulations, the breed is allowed on board, as long as it is under 8 kilograms with the bag, which mine was and is.) They verbally insulted me in front of my children by accusing me of animal cruelty, and refused to allow us to board the flight. Needless to say, this was extraordinary distressing and humiliating, because we were only in transit at the airport in *********. I explained that the dog had been traveling with us with Lufthansa on three different flights, that no-one had objected, that I had paid all the necessary fees for transport in the cabin, and that the dog is well behaved and sleeps throughout the flights. I also explained that I had plenty of water and treats available for the animal. They continued to argue with me and to refuse our boarding with the dog. They even told me that the agents in ***** are not real Lufthansa agents and therefore dont count. They refused to even look at the dog, which was moving comfortably in the travel bag. Instead, they used threatening voice, and continued to disrespectfully accuse me of animal cruelty.Even though at the end they allowed me to take the dog, I was treated like a criminal and wish to complain.

  Customer Answer

  Date: 09/23/2022

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

• Initial Complaint

  Date:08/29/2022

  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.

  On May 14, 2022 I was supposed to fly from *** to *****. This was booked directly through the website. When I got to the airport I was told that my ticket did not exist and had to spend 7+ hours trying to communicate with both United and Lufthansa for a resolution that was not achieved. Multiple times agents would get annoyed and hang up on me. I had a very strict time that I needed to be in ***** and ended up unable to get there until 2 days late. After no help, I had to come back to the airport the next day only to experience more delays. In total, I was delayed OVER 30 hours trying to reach *****. Another issue is that my return flight was altered and had a scheduling conflict. With the new times, it caused my layover to overlap, leaving me with missing the final leg from ********* back to ATL. Due to this, I was also supposed to be refunded for my flight, but every time I explained this to an associate (after being assured by the 1st one I talked to) they refused to leave any notes because "it was not a 2-hour difference". Well, unfortunately, I can't be in 2 places at once even if there wasn't a 2-hour change, let's be serious. I have been calling and emailing multiple times since May and Lufthansa has not resolved, responded, refunded, nothing. I am livid. They purposely don't let you call customer relations because they know how horrible of a company they are. It's ridiculous. I shouldn't have to jump through hoops and barrels like this.

  Customer Answer

  Date: 09/23/2022

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