Complaints

This profile includes complaints for Lufthansa German Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lufthansa German Airlines

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa Airlines

  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

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  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.

  One of our bags (Bag Tag L49H1611) was wrongly sent to ***** ******* with no forwarding information to JFK. It's been stuck at ***** ******* for multiple days with zero communication or attempts from Lufthansa to help get the bag on its way to JFK.I have made over 30 calls to Lufthansa about Bag Tag LH164911 and even spent money on expensive international calls to their HQ and call center in Germany. Nobody wants to help.I also tried to contact ***** ******* directly multiple times and was not offered any help.According to our Apple AirTags, our bag (Bag Tag LH164911) at ***** ******* is stuck in the baggage claim area with many people passing by and pinging the AirTag every few minutes. The bag hasn't moved this spot since arriving.Our bag (Bag Tag LH164911) contains countless irreplaceable personal belongings from our family and my personal medication that I've been unable to access. I feel hopeless right now and my wife and children are distressed too.I beg for you to help reunite us with our bag (Bag Tag LH164911) and put it on its way to JFK.

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lufthansa German Airlines has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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 July 20, traveling from ****** to ****** ********************************************, Lufthansa failed to deliver 1 large red suitcase (LH055953) to ****** from where I was catching a connecting flight home to **********, ******* that same evening. I alerted Lufthansa immediately at ****** airport and got a case ref **********. Lufthansa emailed to say that the suitcase was being sent to ****************** and then emailed to say that the suitcase was on its way to ********** airport. An email on July 21 said that the suitcase would arrive in ********** on July 23. It did not arrive on July 23. I then received an email on July 24 saying that the bag would be with me soon. When I looked up the case online it said that the bag was being sent via *** and ****** and would arrive in ********** via Santa **** on the night of July 25. It did not arrive. I called the Lufthansa office in ****** a total of 14 times between July 23 & August 11th. Nobody from Lufthansa ever contacted me with updates after July 24th and even that was just an auto-generated email. I told the Lufthansa staff each time that the suitcase had not arrived. I told them that I had traveled to ********** airport myself at my own expense to check if the baggage had arrived (because Lufthansa refused to check). Then for no reason at all at the end of July, Lufthansa closed up my case ********** knowing full well that my suitcase had not arrived. I called and told them that they need to reopen the case. They told me that they would reopen the case but did not. Nobody at Lufthansa even made the slightest effort to help. I did 100% of the work myself at my own time and expense. On Aug 11 they told me I had to start the process anew so I opened up a new case ********** and lodged a complaint via their "feedback" section on their website as advised. I have not received any acknowledgement of the complaint nor a case update. I am now 1 month without my suitcase which is 23Kg with contents of $1200 in value.

  Customer Answer

  Date: 09/20/2022

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

  Lufthansa has still not delivered my suitcase and has provided no update on the status of my case. 
  They sent me a boilerplate email on August 22nd, telling me to refer to their website for a status update. The status says "Searching for your bag. Please check back later" and it has said that since July. However, this correspondence was in response to a feedback form I completed on their website. I have received no correspondence in response to the complaint I submitted to the BBB.
  Their email gave no indication that they have read or investigated the issue. It is a cover-all email, referring to things like the rebooking of flights which has no relevance to my case.
  
  On September 9th, I completed a new form on their website outlining the contents of the suitcase and information that could help them identify my suitcase. I received an automatically generated email from Lufthansa to confirm this was submitted.
  I have not received any correspondence from Lufthansa since. It is now 2 full months since Lufthansa lost (or "delayed" as they put it) my suitcase.

  
  

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about a 12-day trip to Europe July 7, 22-July 18, 22, by my wife and I and it was ruined by Lufthansa and despite frequent calls and emails, no compensation has been offered by the airline for the losses we suffered as a result of their mishandling our trip. We had a connecting flight arrangement from ******* to ******, connecting at ********* airport.The flight to ****** (LH112) was announced delayed. The airport was very crowded. We were awaiting calls for boarding with our boarding passes in hand. But, to our unpleasant surprise, our seats were sold to standby customers, and upon our objection, we were rebooked for the next flight (LH114). We expressed our concern about transfer of our only one checked bag, and the gate mangers promised that it will travel with us. The flight LH114 was also delayed 4 or 5 times, each time at a new gate number (notified by emails).So we arrived in ****** with more than 3 hours delay. But, our checked bag didn't arrive and we had to stay additional 2 hours to file for delayed baggage. At the time we were told we could purchase our needs until we receive our bag. As we were touring to different places, we gave the baggage clerk our addresses in different cities, as well as, our US home address. The bag was delivered to our home address, in mutilated condition on July 21, 22, 3 days after we had returned from our trip. During our tour we were constantly pursuing with Lufthansa. But no result. We had to spend time and money to get our essentials and in addition to monetary losses, much of our touring time was wasted. Through emails and phone calls we asked for reasonable compensation for extended delays and around a $1000 costs of clothing, toiletry, and related transportation costs. But, so far we have not received any offers from Lufthansa. Traceable references customer relations: FB ID ******** and FB ID ******** Booking Reference: ****** Ticket number: ************* Baggage Tag: IE ****** Rush Tag No.: LH ******

  Customer Answer

  Date: 09/21/2022

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

  With many thanks to BBB for following up on our complaint, please be advised that despite previous emails, online filing, and phone calls to Lufthansa customer relations and spending hours communicating and elaborately explaining our complains to them, we have been totally ignored. No emails in response to our emails and no call backs. There seems to be no sense of responsibilities on their side for making any compensations to our losses. No offers, no contacts, nothing at all.

  We have had a few incidence of luggage delayed or damages with other airlines and every single time they treated us with full compensation and in some cases making additional offers on future ticket prices. In this dreadful experience with Lufthansa, first we lost our seats to standby customers (while awaiting to be boarded on the delayed flight), then our luggage was lost for the whole extent of our trip, then we had to spend time and money to see what happens to our luggage? (and finally we received it smashed and taped 3 days after coming back home), then filing and emailing and calling Lufthansa customer relations for compensating our losses, and here we are more than 2 months since our return with no action from Lufthansa.

  My wife and I are very grateful to have BBB's support and we hope that with your intervention we may get some results. We will be more than happy to share our experience with potential travelers who may choose Lufthansa as their carrier airline.
  

  We look forward to hearing from you again, soon.

   

  
  Sincerely,
  
  *****************************************

  
  

• Initial Complaint

  Date:08/22/2022

  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 booked 4 round trip tickets from *******, ** to *********, *******, for myself and my family with Lufthansa Airlines, leaving ******* on July 7, 2022 and returning August 8, 2022. Unfortunately, and without my consent and knowledge, in the middle of our trip, Lufthansa cancelled 3 of the 4 returning tickets. I have called Lufthansa multiple times, as well as chatted with them online and am having tremendous difficulty resolving this issue. The response from Lufthansa has been unpleasant and even abusive. To summarize and give context, my family and I flew from ******* *** to ************* on 8 July. Our booking code for all 4 tickets is ******. When we flew from ******* on 8 July, we had only 3 pieces of luggage, but had prepaid for 4. The ticket agent in ******* told ** we could get a refund on the fourth bag. He showed me the web link to use. When I arrived at my destination, I processed a request for the bag refund only. Lufthansa asked for bag receipts, I provided them. Note that I never at any point ever asked for a cancellation of my return tickets. I only requested a bag refund of $150, provided the details, was told via email that it would be processed. Unbeknownst to me and without any prior authorization, Lufthansa cancelled my return tickets for 3 out of 4 passengers. When I inquired about this, the Lufthansa agent called me ignorant and online chat agents disconnected as well. They maintain that I cancelled the tickets myself, which I did not do, nor can they find any documentation that I did so. Again, Lufthansa offered me a bag refund of $150, I filled out the form they provided, but instead of a bag refund, they mistakenly cancelled my return tickets without contacting me. I had to therefore purchase 3 1-way tickets on United to get my family home. My one-way tickets to get us home cost me $3,692.11, plus extra funds to stay in ********* 2 extra days. Lufthansa is not responding to my requests. I hope the BBB can help!

  Customer Answer

  Date: 09/16/2022

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

• Initial Complaint

  Date:08/19/2022

  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 purchase Lufthansa tickets from ****** to ***** for my 4 of my ********* relatives who were fleeing ******* from war ( as their city was bombed) on March 14th: ******************, ***********************, **********************, *********************** on my credit card. ***** couldn't make the flight, but three other people had to fly back to ******* on August 19th, 2022, as their **** is expiring! I submitted a request on line with the help of Lufthansa representative for ***** only to get a refund. Only for one person. However, for some reason all four tickets got cancelled and I saw a refund for only $25.44 per person!!! The original price for the ticket was $720 per person. I didn't even get a half! Now i have to buy the tickets and one way it cost over $1,000 per person. Those people are refugees from a poor country. They can not afford that and their ****s are expiring soon. They feel devastated. Lufthansa cancelled their tickets at its own will without discussing it with us. And kept almost all the money to itself. What a scam! I called them trying to reinstate the ticket. The rep was not helpful and declined to let us talk to a supervisor. I had to submit an email nd got no response. I believe they will decline as they always do and come up with some kind of a ridiculous policy explanation, which nobody knows and makes no sense. I need them to reinstate people for 3 ********* refugees. While the most of the Western world is trying to help *******, Lufthansa is making money of them. THe info for the passengers is below: booking code ****** ************* - requested to cancel her flight. *************Number: XXXXXXXXXXX **** Ticket number: ************* *****/****** Ticket number: ************* *****/****** Ticket number: ************* *****/*********** (child, Date of birth: 15Apr15)Ticket number: ************* Flight no: LH **** operated by: Lufthansa from: ********* ********* (***) Terminal 1 to: ****** ***********)Departure: Sat. 20 August 2022 12:05 h

• Initial Complaint

  Date:08/19/2022

  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.

  Bags delayed for a wedding and had to buy new clothes while on holidays in ****** in April. Submitted my information for repayment and multiple failed attempts for payment - 11 emails to be exact saying they will pay and nothing! They owe me 346. Refer to Lufthansa case: FB ID ********; Lost baggage report: **********

• Initial Complaint

  Date:08/19/2022

  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.

  Damaged luggage. Submitted claim via their online form. Received an email requesting more detail. Provided the details several times via online form and responding back to emails. Never received a response back. Tried calling their customer service. Its non exisitence. No live person to ask any questions nor responses to emails. Initial claim via online form on 06/26/2022

• Initial Complaint

  Date:08/18/2022

  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 was supposed to take a flight with Lufthansa from *** to ****** on December 28, 2021. That flight was cancelled, and I missed my trip. I was told by an agent from their service center at the time that while I could not get my money back, I would be able to rebook a flight to any location Lufthansa flies, as long as it was within a year of when I booked my original flight. On July 2nd, when I tried to book a flight to Athens with Lufthansa for October 1, their agent this time said that the rules had changed from the pandemic era rules, and that I had lost my money from that flight, because I hadn't rebooked soon enough. It took many hours of being on hold and on the phone with them to convince them they couldn't change rules retroactively, and that the rules that were in place when my flight was cancelled should still apply to rebooking my cancelled flight. Eventually they booked me a flight to Athens. However, they said I would get a confirmation email within an hour - that email never came. I called again on July 11th, and was again told I would get an email within an hour - which also never came. Today, when I called I was told that I hadn't actually been reissued a ticket (first time I heard of that), and that my booking "was in the queue". They said I would hear in 5 to 10 business days. They said I could not talk to a manager or a complaints department, nor could they transfer me to the department that reissues the bookings. I have been given the run around by them for over 6 weeks now, every time I call, they say I should email, and every time I email, the response says I should call. I am worried my travel date will come and go, and that I will never get my ticket, and they will keep my money.

  Customer Answer

  Date: 09/12/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  My airline ticket was canceled by the Lufthansa agent and an email was sent stating i requested the ticket to be canceled. i never emailed my travel agent to cancel the ticket. I purchased the airline ticket through a travel agent. Now Lufthansa is saying they cannot give a refund. i was contacting Lufthansa to change one leg of the flight. they agreed that they can help. then i received a call from them that the entire flight itinerary was canceled. we Never authorized the entire itinerary. They confirmed that they were trying to change one leg and i was due a refund for the one leg of the flight. I believe they made a mistake and they are refusing the refund. My travel agent received an email from Lufthansa but that email was not at my direction.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Airline agent on July 26th that i have called from number ********** changed the ticket from September 09 th to August 8th without any confirmation or communication. This has cost us $3600 extra for absolute no reason and the company won't even do an investigation in regards to this. We have paid round trip price for this trip already.