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:08/29/2022

  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.

  Date of transaction: August 24 2021 Amount of money paid: ******** Booking code: ****** Ticket number: ************* Lufthansa committed to provide me a fully refundable ticket without additional fees even in the case of my own cancellation. I canceled the last half of my booked flight which was from *** to *** (******** to ****, *****) and requested a refund a few days before July 18 2022 by phone call and email, but I still havent received anything from Lufthansa, not even an email confirmation of the refund. The Lufthansa customer service tells me they are working on it after 5 calls, but a month and a half has passed since my first refund request call and they still havent refunded me even after they confirmed that it takes only 7 working days to process a refund. They seem to not be true to their words both by phone and email. They have told me to contact the refund department ******.com and to email ******************************************** but these contacts have never replied back to me about my refund. I specifically paid for the option of having a fully refundable ticket without additional fees while booking my flights, therefore i should be entitled to receive a refund for the flights that I have canceled.

  Customer Answer

  Date: 09/23/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********. I have called several times ************ which is the number of the Lufthansa group in ********, but when they respond after a long holding time and hear the word refund, the Lufthansa operators change their behavior and try to wrap up the conversation in order to end the call without giving any useful information. While calling the Lufthansa number, I have experienced 2 operators hanging up my call as we were talking as soon as I mentioned the word refund. This behavior seems to be very suspicious and unprofessional which makes it obvious that they are withholding information from me for the sole purpose of not giving me the refund I am entitled to. I am surprised this behavior is allowed at all for operators who work for Lufthansa.
  
  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.

  Our family of 4 flew from ********* to ******* on July 26th, via ****** and ******. The first two legs of the trip were operated by Lufthansa, while the last one was operated by United Airlines.Upon arriving in ******* we noticed that our four bags had not arrived. We immediately filled a complain with the United representative on site, and were notified that our bags were still in ******(?) and they would need to be released by Lufthansa. I have been trying absolutely everything to contact someone who might have been able to help locating and releasing our bags, but we were unsuccessful. The four bag tags are: ********* ********* ********* ********.As of 8/26 we have received 2 bags, one after 23 days and the second after 27 days, while two other bags are still missing and absolutely nobody is able to locate them. We have reported the issue to both airlines. Since two of the bags arrived after 21 days, the period of time where a missing bag is considered lost, and since two other bags are still missing, we are asking to be fully compensated for the the huge inconvenience for our family, according to existing laws and regulation on lost bags by airlines. Nobody is addressing our case, and this adds stress to an already tense and frustrated situation for all our family.

• 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 a flight booked with Lufthansa for 1-17-23 from ****** to *********. On July 6th 2022 Lufthansa sent an email stating the itinerary had changed and we had 3 options to choose from by August 20th 2022. With the options being, accept the itinerary change, request a refund, cancel flight and use ticket later. On August 17th I called Lufthansa and asked about the options. I asked about option 2 which was accept a refund, I asked what the refund would be and was told it would be $309.33 and it would take ***** days for it to be credited to my credit card. On August 24th I recieved a notification from my credit card that Lufthansa credited my account $5.01.When I got home from work on the 24th I immediately called Lufthansa and asked what was going on, I was told the refund would be $309.33, not $5.01. The woman I spoke to on the 24th was named **** she said the person I spoke with on the 17th made a mistake and gave me the wrong information. I asked her if I could speak to a supervisor and she put me on hold for 30 minutes, came back on the line and said sorry there's nothing she can do. I said to her if we were told the refund was $5.01 we would have kept the flight, I asked again for a supervisor and she said no one was available but I could hear many voices in the background, she kept putting me on hold and then the line disconnected.Nobody in their right mind would take a $5.01 refund over a paid for direct flight from ****** to Germany. I feel I was lied to and that they basically they stole my money. I would appreciate any help for this matter.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 paid for two fully refundable round trip tickets to ****** on June 4, 2022 for $4,836.14 and cancelled the tickets on July 8, 2022. I called Lufthansa customer service multiple times prior to my trip and they told me that they had a record it was cancelled and that my refund was being processed. It is now near the end of August (Aug. 25) and I called back again and the Lufthansa customer service agent told me that they could no longer find my booking by looking up my booking code of ****** and the customer service agent thought that might mean it was being processed; however, I still have not received the refund, and it isn't clear why not being able to find my booking would indicate that it was being processed. In all of my past calls the customer service agents were not able to provide a date by which my refund should be given. I asked so I could know when to call back if it had not yet arrived.At this time, I feel like Lufthansa is not honoring my refundable ticketing purchase and fear that my information my be lost to them and I will never get my money back. I have proof of the refund in the form of a screen shot of their chatbot that issued the refund. It shows the end of the chat and some information about the two tickets whose sum is the total of $4,836.14. The screenshot is Lufthansa's recommended approach to recording the refund transaction as they state that no email or other information will be provided to the consumer (me).

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I see that the full refund of the two tickets has been credited back to my original payment method of my credit card.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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 am asking Lufthansa to refund the additional money I paid for seat upgrades ($14 and $130) that I didn't receive. This is related to booking code ******, both flights on the return (flight # ****** where I was placed in a middle/not upgraded seat & ***** where I placed in a broken seat) on May 18, 2022. ticket# *************. Very straightforward. Reimbursement can't happen at the airport, so I followed up after the flights. It's been longer than 2 months since my original reimbursement request (FB ID ********* and I've heard nothing and I can't get an answer from a live agent. General complaint: Lufthansa has a serious customer service problem. They, perhaps purposely, have a black hole of "complete this online form" or "send your request to this email" but they don't have staff replying to emails or online forms, and their phone operators don't handle refunds. So then the customer goes around and around in circles for months and then I suppose gives up. For a global business, their customer service is egregious. For example, their automatic message when calling the US customer service # ************** states "we are currently experiencing longer wait times than usual, please call another time, unless the request is urgent." I've been hearing that message for 2 years. In my experience over the last 2 years of dealing with Lufthansa (I will never fly with them again), after listening to that message & deciding to remain on the line, the wait times range from no wait time to hours. Trying to contact Lufthansa via email at ******************************************** I get no response. The automated email response is very similar to the phone greeting, "We ask for your understanding that responses are currently delayed due to the extraordinarily high volume of incoming inquiries." This is an unacceptable automated response. Delayed how long? How long is it appropriate or ok to wait for a response from a global airline when requesting a refund for a service never rendered?

• Initial Complaint

  Date:08/25/2022

  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.

  Hello. I had a flight on June 25 from ****** to ******* via connection in *********. The 2nd flight from ********* to ******* took off, but due to malfunction in the weather systems, we turned back to ********* 1 hour before the destination - How can you endanger people's lives without checking the flight systems? It was very stressful on the plane.Upon landing we were told that Lufthansa cannot supply hotel vouchers so to book independently. It was around 1am. We were also told that we will get a message on a replacement flight - still to this day I did not get a message, text or an email. Luckily I ran into a couple that was on the flight with me the next day that let me know we have a flight around 2pm! We looked for Lufthansa service people and the line was crazy!!!Our gate was changed 3 or 4 times and it was h*** I had 2 backpacks and a cpap and I had to carry them all and run between gates.Worst flight experience ever, worse service ever. I almost lost my rental car reserv Trip Interruption 150% of Trip Cost Limit - I lost 1 day in my trip.Missed Connection Minimum of 3 hours delay $750 - It's more than 3 hours, spent the night at the airport.Trip Delay Minimum of 3 hours delay $150 per day - Lost a whole day in the trip.There is also the airport hotel fee, and the lost ************* fee (Paid and did not show up).Lufthansa does not reply --*************************** ************

  Customer Answer

  Date: 09/18/2022

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

• Initial Complaint

  Date:08/24/2022

  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.

  Lufthansa canceled our scheduled flight without even contacting us. When we found out and called customer service they told us to find a hotel and wait for next flight and that all expenses will be reimbursed. It's been 6 weeks since I contacted Lufthansa regarding the reimbursement and submitted a claim with all my receipts and I haven't heard back. I keep emailing customer service and also ********************** management team and nobody ever responded to my emails.

  Customer Answer

  Date: 09/18/2022

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

• Initial Complaint

  Date:08/24/2022

  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 had a trip to ******** booked for my husband and I 7/8/22 - 7/23/22 with airline tickets through Lufthansa. He unexpectedly passed away on 5/22/22. I have been trying since May 31, 2022 to cancel those tickets and get a refund of the price. Multiple emails have been sent, multiple copies of the death certificate submitted, multiple calls attempted, multiple people spoken with. My flight tickets were $2822.40, however I have only received two refunds in the amount of $179 each, for a total of $358. I was not even notified of this credit by the airlines, I happen to find it through my credit card account. So I started another call and email process, asking when will the remaining $2464.40 be credited back to my account. I was told by ***** on 7/20 that I am entitled to the full refund of $1411 per ticket and it should be 10 - 15 days to post. On 8/11, agent told me it was still in process and she would send it to the "refund team" again and would send me an email confirmation. When I requested to speak with the refund team, or a manager, or anyone who could do more to assist, I was told there wasn't anyone else. Email confirmation never received from her.On 8/23, I called again and was now told that my request is still in process but due to the high volume of refund requests, they cannot provide a timeframe. If my request had been processed when I first contacted them at the beginning of June, this wouldn't be an issue. I am attaching a Word doc with a summary of my encounters and attempts at rectifying this situation, as well as a copy of the most recent email chain sent to their Customer ********************* which has never been replied to. All I want is for the remaining $2464 to be credited back to my card so i can move on with my life. Dealing with this is a constant reminder of the trip we didn't get to take. And with the loss of his income, I can certainly use the money back.

  Customer Answer

  Date: 09/17/2022

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

• Initial Complaint

  Date:08/24/2022

  Type:Customer Service 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 volunteered to fly on a next day flight (April 24th instead of April 23rd); in exchange for $800. Airline staff provided a voucher so that I can redeem this amount by contacting Lufthansa customer relations. To this date I haven't been paid. **************** and customer relations at ********************** are the worst. They have been non responsive and staff at *** say they can't do anything. It has been four months and I have made the trip to *** twice for this matter with no resolution.

• Initial Complaint

  Date:08/22/2022

  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.

  Good morning This is regarding reservation ****** During my flight the baggage was delayed by three days. I had an important interview to attend. I had no clothes at all due to lost baggage. I waited couple days but then I had to get ready and baggage still did not arrive. I bought the cheapest options at ****** which included 1 suit ( jacket/pants)/ 1 shirt/ 1 belt/1 socks pair/ 1 Shoes/ 1 tie and for sleep I bough 1 Pjs/ 1 boxer/ 1 towel. The total is included in this receipt $1192 -Off note I had to wait to send this email as the only option this website was providing me was to cancel the full flight but I had a return part ( your website is very tricky in that regards) I would appreciate full refund as this was very difficult time to buy those items and be ready for interview without any of my baggage. If unable to refund I will have to file for a class action law suit against LH. I appreciate your help with this serious matter. Thanks

  Customer Answer

  Date: 09/19/2022

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